About Pinnacle

Learn about our product and what it can do for you.

Pinnacle Quality Insight is a customer and employee insight company for post-acute care and assisted living providers. We interview, by phone, seniors and their family members about their care experience. The interview is short and pleasant for the respondent. Our interviewers transcribe the responses, allowing the respondent to speak freely, explaining their ratings, and providing candid feedback.

We compile this information in our My.Pinnacle online portal. We create and distribute reports promptly, so you can view timely feedback and address issues as they are brought up. If a customer comments about litigation, risk management, discharging due to dissatisfaction, or state involvement, we let you know immediately so you can take quick action to resolve issues.

The purpose of the survey is to understand your patients’ experiences, identify opportunities for improvement, and learn directly from your patients and their loved ones how to strengthen those areas that need work. We help you do that by giving you the customer feedback you need to make the right adjustments.

Why Phone Surveys?

Pinnacle phone methodology eliminates these common issues:

• Cherry Picking – Staff members choosing which customers will receive surveys based on their projected responses.
• Extremes – Receiving responses from only the very dissatisfied and the very satisfied.
• Response Campaigning – Having to constantly remind and encourage your customer base to complete surveys.

REPORTING FEATURES THROUGH OUR PORTAL, MY.PINNACLE

• Data Tiles (vital to the action planning process)
• Key Driver Report
• National Averages
• Custom Comparisons
• Best-in-Class Levels (85th Percentile)
• Customer Experience Awards
• Executive Summary for Board Members
• Comment Alerts
• Summary Reports
• Commentary Summaries
• Employee Recognition Certificates
• Comments & Star Ratings
• CoreQ
• Notifications & Tagged Discussions
• Simple Report View at My.Pinnacle Client Portal