News and Press

Two Windsor Care Centers Receive the Pinnacle Quality Insight 2020 Customer Experience Award

March 9th, 2020

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.

Encanto Palms Assisted Living Executive Director Charles Seal-Villafranca Re-Elected President of the Arizona Board of Examiners of NCIA

February 19th, 2020

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 Awarded AHCA/NCAL 2020 Quality Initiative Recognition

January 20th, 2020

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.