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In today’s consumer-driven marketplace, it’s impossible to overstate the value of clarity.

Customers connect with brands that know how to communicate with them in a language they can understand. We want to help senior-care organizations forge those all-important connections with their customers. That’s why we’ve taken these steps to make our award program legible—and meaningful—to the senior-living customer base:

    • Clarifying what our award represents, so consumers can understand what experiences to expect from your communities
    • Recognizing organizations, instead of single facility locations, for cultivating consistent customer and
      employee experiences
    • Promoting top-performing brands in both customer and employee experience
    • Rewarding organizations and team members for their dedication to creating top experiences

NRC Health is proud to recognize the 2020 NRC Health Customer Approved & Employee Approved Awards!

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2020 Customer Approved Winners

1. National HealthCare Corporation, Murfreesboro, TN*
2. American Medical Facilities Management, Charleston, WV*
3. Ascension Health, St. Louis, MO
4. Vetter Senior Living, Elkhorn, NE*
5. Lutheran SeniorLife, Mars, PA
6. Schonberg Care, Metairie, LA
7. Solaris Healthcare, Orlando, FL*
8. Berkshire Healthcare, Pittsfield, MA*
9. Americare Senior Living, Sikeston, MO*
10. Ecumen, Shoreview, MN
11. American Senior Communities, Indianapolis, IN
12. Diversicare Healthcare Services, Brentwood, TN*
13. HCR ManorCare ALF Division, Toledo, OH
14. Twin Rivers Health & Rehabilitation, Cleveland, TN*
15. Covenant Health Systems, Tewksbury, MA
16. Providence Health and Services, Renton, WA
17. Lutheran Services Carolinas, Salisbury, NC
18. Trinity Health Continuing Care, Livonia, MI
19. Ethica, Gray, GA*
20. The Goodman Group, Chaska, MN*

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2020 Employee Approved Winners

1. Vetter Senior Living, Elkhorn, NE*
2. National HealthCare Corporation, Murfreesboro, TN*
3. Opis Senior Services Group, Tampa, FL
4. American Medical Facilities Management, Charleston, WV*
5. Americare Senior Living, Sikeston, MO*
6. Twin Rivers Health & Rehabilitation, Cleveland, TN*
7. Diversicare Healthcare Services, Brentwood, TN*
8. Ensign Services, San Juan Capistrano, CA
9. Central Management Company, LLC, West Monroe, LA
10. Berkshire Healthcare, Pittsfield, MA*
11. Ethica, Gray, GA*
12. The Goodman Group, Chaska, MN*
13. Primrose Retirement Communities, Aberdeen, SD
14. Solaris Healthcare, Orlando, FL*
15. Concepts in Community Living, Inc., Clackamas, OR
16. Legend Senior Living, Wichita, KS
17. Edgewood Healthcare, Grand Forks, ND
18. Mission Health, Tampa Bay, FL
19. FutureCare Health and Management Corporation, Pasadena, MA
20. Crowne Management, LLC, Monroeville, AL

*Indicates the organizations who won both the Customer Approved and the Employee Approved awards.

Scoring methodology

Awards are derived from organizational Net Promoter Scores, the industry’s most reliable measure of satisfaction and a high-validity proxy measure for loyalty. A percent-positive score was calculated for each facility with 10 or more responses to their “would recommend” question during 2019. Each facility was then grouped with other facilities serving the same population (i.e., placed with similar care settings), and the average score for each care setting was identified. Each facility score was then transformed into a z-score, which displayed the extent to which the facility scored above or below average when compared to other facilities within the same care setting. Systems with fewer than 10 eligible facilities were omitted, and system-level scores were calculated by taking the average of normalized facility scores. Systems were then rank-ordered, and the top 20 organizations were selected for each award category.