Windsor Convalescent Center of North Long Beach, California and Encanto Palms Assisted Living in Phoenix, Arizona announced today that they are the recipients of Pinnacle Quality Insight’s 2020 Customer Experience Award.

Pinnacle Quality Insight conducts thousands of monthly phone surveys to establish a comprehensive review of their clients and gauge resident satisfaction. Every year, Pinnacle awards clients who have excelled at providing a superior customer experience for their patients and residents. Out of 2,700 care providers and 150,000 customer interviews conducted each year, only those scoring in the top 15% across a 12-month average receive the award.

Clients who achieve a Customer Experience Award must score well in at least one of the following categories: Overall, satisfaction, Nursing Care, Dining Service, Quality of Food, Cleanliness, Individual Needs, Laundry Service, Communication from Facility, Response to Problems, Treatment/Dignity, Recommend Facility to Others, Recreational Activities, Professional Therapy Services, Admission Process, Overall Safety, Overall Customer Experience.

“Throughout its history, Windsor has always placed a strong emphasis on ensuring that the individual needs of every resident are met,” says Mike Hurtado, Administrator at Windsor Convalescent Center of North Long Beach. “Over the course of 2019, a sampling of our residents and their families participated in monthly telephone interviews, and we are thrilled to be receive Pinnacle’s 2020 Customer Experience Award.”

“I feel privileged to serve with such amazing leaders as those at Encanto Palms Assisted Living,” adds Dr. Charles Villafranca, DHA(ABD), MSHA/HM, Administrator and Executive Director at Encanto Palms Assisted Living.

January 27, 2020 – Phoenix, AZ - Charles Seal-Villafranca, DHA(c), MSHA, CDP, ALFM-BC, the Administrator and Executive Director of Encanto Palms Assisted Living in Phoenix, AZ announced today his re-election as the President of the Arizona State Board of Examiners of Nursing Care Institution Administrators and Assisted Living Facility Managers (NCIA).

As President of the State Board, Villafranca acts as the chief judge to grant or deny administrator licenses and rules on legal complaint cases against nursing home administrators and assisted living managers.  Villafranca works with the state government to develop and define state statutes, rules and regulations for nursing homes and assisted living facilities.  He also works closely with State Senators and House of Representatives in an effort to improve quality outcomes for those who seek the services of our nursing home administrators and assisted living facility managers.  

“It is truly an honor and a privilege to be re-appointed to the NCIA state board by [Arizona Governor] Doug Ducey, and to have been re-elected as its president,” says Villafranca. “I look forward to continuing to serve the great State of Arizona and helping to ensure the highest quality of care for our most vulnerable population.”

Villafranca began his career in healthcare in 1994 and he has held various positions in senior living management at the managerial and director level. He is licensed as a Dementia Care Practitioner and is currently the Executive Director for Encanto Palms Assisted Living, a deficiency-free community in Phoenix, Arizona.  Villafranca received a Master’s Degree in Healthcare Administration from the University of St. Francis and is currently a Doctoral Candidate at Capella University for Healthcare Administration.

Windsor Gardens Care Center of Fullerton, a skilled nursing and rehabilitation center located in Fullerton, CA, announced today that they received the American Health Care Association (AHCA) and National Center for Assisted Living (NCAL) 2020 Quality Initiative Recognition in the Functional Outcomes for Long-Stay Mobility category.

The Quality Initiative is a national e­ffort through AHCA/NCAL that builds upon the existing work of the long-term and post-acute care profession by setting specific, measurable targets to further improve quality of care in America’s skilled nursing centers and assisted living communities. The Quality Initiative Recognition Program honors AHCA/NCAL member skilled nursing care centers and assisted living communities that achieve a number of these goals. The program honors members who have achieved one or more of the Quality Initiative goals and acknowledges care centers that improve the lives of the individuals they serve.

Windsor Gardens Care Center of Fullerton received recognition in the Functional Outcomes for Long-Stay Mobility category. This award requires care centers to improve short-stay functional improvement or long-stay worsening mobility by 15%; alternatively, to maintain greater than 75% on short-stay functional improvement or maintain less than 12% on long-stay worsening mobility.

“We are thrilled to have received this recognition for functional outcomes,” says Brian Rougeux, Administrator at Windsor Fullerton.  “Receiving this award acknowledges that the entire team at Windsor Fullerton is working to create an environment in which residents are able to practice self-care and maintain their mobility. We are extremely proud of the great strides we have taken to provide a nurturing and enriching lifestyle for all our residents.”

The 2020 Quality Initiative Awards will be presented at the AHCA/NCAL Quality Summit on March 9–11, 2020 in Grapevine, Texas.

Elk Grove, California – Windsor Elk Grove Care and Rehabilitation Center, skilled nursing and rehabilitation center located in Elk Grove, California, announced today it has been awarded a 5-Star overall rating by the Centers for Medicare and Medicaid Services (CMS).

CMS created the Five-Star Quality Rating System to help consumers, their families, and caregivers compare nursing homes and navigate the intricacies of choosing the appropriate facility for their family member. Nursing homes are assigned an overall star rating between one and five stars by CMS and specific ratings in each of the following three areas:

1. Health inspections (state conducted inspections of food preparation, infection control, medication management, residents’ rights and quality of life, and proper skin care);
2. Nurse staffing (average number of nursing care minutes patients receive daily); and
3. Medical quality measures (self-reported and claims-based medical data for the latest four calendar quarters).

 “On behalf of my entire staff, we are honored to now be designated as a 5-Star healthcare center,” says administrator Kristine Perry. “Each team member within our center contributes greatly to provide an exceptional experience for our patients and their families. This achievement is a testament to the professionalism and dedication of our 5-Star staff.”

A 5-star rating is the highest designation possible under the CMS rating system.

Windsor Care Centers across California and Arizona again announced their participation in Corporate Compliance and Ethics Week.  The Society of Corporate Compliance and Ethics & Health Care Compliance Association (SCCE & HCCA) organized the annual event, which was scheduled this year from November 3 through 9, 2019. This is the third year Windsor participated.

Corporate Compliance and Ethics Week is an extension of Windsor’s ongoing compliance and ethics program, which is overseen by Marissa Kirby, Compliance Director at S&F Management Company, LLC, a healthcare consulting company. Windsor has a code of conduct that all employees are expected to follow.  The code requires employees to act openly and truthfully in all their endeavors and avoid even the appearance of impropriety.

“Windsor is pleased to participate in Compliance and Ethics Week as it builds awareness, reinforces rules and regulations, and promotes an overall culture of compliance,” says Josh Sable, Esq., General Counsel for Windsor Care Centers.

As part of its efforts, Windsor’s team members played Compliance and Ethics Bingo with an “80’s theme” to reinforce the Compliance and Ethics Program in a fun way. Bingo winners received Rubix Cube key chains, and Facility Compliance Liaisons were presented with 80’s-themed jackets embossed with “Compliance Liaison” on the back, enabling employees to identify their facility’s Compliance Liaisons. Inspirational quotes were also shared with the teams each day.

Company-wide compliance and ethics education, held upon hire, and at a minimum annually, provides the opportunity to roll-out new and updated compliance and ethics program policies and reinforces an employee’s compliance and ethics obligations.

Windsor Gardens Convalescent Center of Long Beach was recognized by The Certified Wound Healing & Ostomy Institute of Care and Excellence (CHOICE) as an outstanding provider of wound healing and patient care. The certification was awarded by Skilled Wound Care, a national wound care program for nursing homes, providing professional wound, ostomy, and skin services.

 CHOICE is a program that recognizes excellence in patient care related to wound healing. The goal of the program is to acknowledge, encourage and promote facilities whose wound care performance exceeds industry standards.

Whereas average wound healing in the United States is between 43–57% based on the type of wound, Windsor Gardens of Long Beach’s performance for the time period July 1, 2018 through June 30, 2019 reached 68.2%, with zero hospital readmissions due to wounds.

“I feel privileged to work with such a dedicated team of staff members and am proud of their achievement,” says Reza Amini, administrator at Windsor Gardens of Long Beach. “Their hard work and selfless patient-care deserves to be recognized.”

“Congratulations on your accomplishment!” says Dr. Bardia Anvar, Founder and CEO of Skilled Wound Care. “This is a significant achievement and is possible only because of the dedication of your nursing staff, working in close partnership with your trained wound care provider. We look forward to continuing helping you enhance the quality of life for your residents through better wound care.”

Windsor Gardens of Long Beach is now striving to achieve the CHOICE Plus and CHOICE Preferred Certification, representing a 75% and 85% healing average, respectively.

September 10, 2019 – Vallejo, CA - Windsor Vallejo Care Center, a skilled nursing and rehabilitation center located in Vallejo, California, recently held its’ annual Volunteer Appreciation Dinner, recognizing the valuable services their volunteers provide to the residents at the care center.

The Volunteer Program was initially launched in 2003 by Norma Cumay-Ao, Activities Director at Windsor Vallejo, to meet the spiritual needs of the residents.  Based on her assessment, residents at Windsor Vallejo belonged to 27 different religious denominations.  Cumay-Ao recruited volunteers from dozens of religious organizations in Vallejo and within 3 months, pastors, clergy, ministers and religious leaders responded to the invitation and scheduled their services.

The program subsequently expanded to include a range of activities for residents, including: arts and crafts, exercise classes, one-on-one reading and conversation, entertainment (musicals, dances and other presentations), and discussion groups. Civic and religious organizations are invited for holiday events, and local and county officials volunteer as guest speakers for special events.

“Each year, we host a special Appreciation Dinner for all our volunteers,” says Cumay-Ao. “We feel it is very important to recognize the selfless efforts of these amazing individuals. This year, close to a hundred volunteers, special guests and staff attended the dinner. We presented volunteers an award and a Congressional Certificate from the Office of Congressman Mike Thompson. The Mayor of Vallejo, Bob Sampayan, was also present and addressed the attendees. And of course, we served great food and provided musical entertainment!”

There are currently over 100 active individuals from various religious groups who volunteer weekly at Windsor Vallejo.