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American Heritage Center three-peats award

Presenting the award at American Heritage Care Center on Friday afternoon were (l-r) Rob Hanson, Extendicare area vice president; Laurie Edelman, American Heritage administrator; Deb Callow, American Heritage director of nursing; and Margie Ignarski, Extendicare regional director of operations. Photo by Laura Kruse

American Heritage Care Center in Hammond announced that they received the My InnerView's Excellence in Action award, a national honor recognizing the center's commitment to superior customer satisfaction.

The award, which is presented annually, recognizes those health centers that have made a commitment to superior customer or workforce satisfaction.

"This year's award recipients truly demonstrated their dedication to excellent customer satisfaction," said Brad Shiverick, vice president of research, My InnerView.

"This is an exceptional group of providers and their efforts should be recognized," he added.

This year's award for superior customer satisfaction was presented to My InnerView customers who completed a resident or family satisfaction survey in 2008, had a minimum 30 percent response rate and scored in the top 10 percent of qualifying facilities on the question, "What is your recommendation of this facility to others?" in terms of the percentage of respondents rating the nursing home as "excellent."

At American Heritage, 74 percent of survey respondents stated that the facility is "excellent."

The customer satisfaction award was presented to 365 nursing homes across the nation this year. American Heritage has received this award for three years in a row.

Winning three consecutive years is unprecedented in the Extendicare Health Services Inc. company, said Vice President Rob Hanson at the presentation. Extendicare is American Heritage's parent company.

"We've never had anyone else in our organization do that," he said.

"We are extremely proud of each health center that was able to achieve this high level of customer and workforce satisfaction," stated Tim Lukenda, President and CEO of Extendicare Health Services Inc.

"To be recognized in the top 10 percent of My InnerView providers is a real tribute to the dedication and commitment of our team to helping people live better."

American Heritage has been a part of the Western Wisconsin communities for 33 years and specializes in short-term rehabilitation, long term care as well as complex medical care.

Currently there are 55 residents in the nursing home and 18 in assisted living.

My InnerView provides leaders in senior housing, assisted living and nursing professions with evidence based information. The Wausau based company works with more than 8,000 senior care providers throughout the U.S.