Putting Patient Care First & Foremost
by Toni Daylor
People who find themselves homebound due to illness, a recent hospital stay or are coping with a chronic or terminal illness may not know they have a choice when it comes to the skilled home nursing and rehab services they receive.
Pinnacle Home Healthcare Inc. has served the home medical needs of Central Florida patients since 2003. The family-owned business has grown and flourished largely because of its commitment to personalized, compassionate medical care.
Dennis Heide, co-owner of Pinnacle, has worked in home health care as a physical therapist for more than 20 years. Frustrated with how patients’ services were discontinued or decreased by corporate-run agencies, Heide made the decision to launch Pinnacle.
“We wanted the flexibility to extend treatments to those who needed it,” said Heide, who understands that some patients may require longer care than others in the same situation. “I’m a clinician first, businessman second.”
Pinnacle Home Healthcare Inc. staff members (back, l. to r.) Beth Silver, co-owner and director of nursing; Lisa Rodriguez, director of operations; Lorna Heide, co-owner in charge of patient care services; Patti Heid, director of therapy services; Annie Flores, director of quality management; and (front) Dennis Heide, co-owner and administrator, treat all clients with compassion, believing that the care of their patients should always be their No. 1 priority.
In agreement with his client-focused philosophy is Heide’s business partner, Beth Silver, who serves as the company’s director of nursing. A registered nurse, Silver has many years of experience working with patients in a wide range of settings.
“Beth is constantly learning about new methods and treatments as a way to enhance the care we give to our patients,” Heide said.
Pinnacle primarily provides skilled nursing care and rehab services to homebound Medicare patients who live independently or in assisted-living facilities. The services Pinnacle offers are too numerous to list but are highlighted by their postoperative care, diabetic care and education, wound care, pain management, intravenous infusion, cardiac care, ostomy care and catheter care. Pinnacle also has an aggressive and successful rehab staff, including certified and licensed physical, occupational, speech and respiratory therapists.
“With today’s advances in medicine and equipment, practically any nursing or rehab treatment offered in a hospital or outpatient facility can be done in the home,” Heide said.
“Our goal is to keep our patients from having to be admitted or readmitted to the hospital.”
Recovering stroke victims benefit greatly from Pinnacle’s neurological rehabilitation, as well as cognitive, gait, balance, endurance and strength retraining. Cardio care also is an important component in Pinnacle’s list of services.
Pinnacle also has a very successful joint-replacement rehab program to assist joint replacement recipients recover quickly and successfully from home.
One of Pinnacle’s most successful programs is the lymphedema program. Lymphedema therapy is a series of massage and wrapping techniques designed to clear the lymphatic channels and increase the flow of fluids that pool in tissue, which can cause swelling, wounds and stasis ulcers.
Some treatments, like lymphedema therapy, have been discontinued by some home health care agencies because it is not as cost effective.
Hospitals often have a waiting list for patients to receive this service, while Pinnacle still offers the treatment with no waiting list.
“We hire and train medical staff specifically for this treatment to ensure we can help all our clients who need this therapy,” Heide said.
The majority of Pinnacle clients are covered under Medicare, Tricare or insurance programs though the U.S. Department of Veterans Affairs
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Some private insurance and patient payments also are accepted.
Pinnacle staff members pride themselves on providing their patients with all the care they require. If Pinnacle doesn’t offer the service the patient needs, the company will coordinate the care with other medical equipment or private duty companies that share Pinnacle’s patient-centered philosophy on home health care.
The health of their clients is certainly a priority for Pinnacle staff members; however, the company’s diligent record keeping and continual patient assessments greatly benefit doctors, as well. All medical records and files are electronic and are kept on a password-protected and Health Insurance Portability and Accountability Act-certified Web site to ensure patient privacy. Physicians are given access to the site and can review their patients’ files wherever there is an Internet connection. After each visit, Pinnacle medical staff members document the patient’s vital signs, any treatments administered, lab and radiology results, and changes in condition.
Doctors are then able to make necessary adjustments in medications or treatment plans. Immediate access to patient records gives physicians the ability to provide the best medical care and avoid any complications that may require additional office visits or hospitalizations.
Pinnacle is licensed and certified by the state of Florida and must undergo an extensive and rigorous recertification process every three years. Currently, Pinnacle is in the process of obtaining recognition from the Accreditation Commission for Health Care Inc. Accreditation from this prestigious organization would grant Pinnacle an elevated status among other home health care agencies. In 2009, Pinnacle also was recognized as one of the top home health care agencies in the U.S. and named as part of the HomeCare Elite by the publisher of DecisionHealth, a national home care periodical.
This standard of excellence enables doctors to recommend Pinnacle to their patients with confidence and the assurance they will receive quality care.
Pinnacle’s management team also believes it is important to reach out to others in the local community, as well as globally. The company bought supplies for Southwest Middle School to aid in a refurbishing project, conducts free health fairs, supports various local charities, and encourages local youth groups to visit patients in assisted-living facilities.
The scope of the company’s outreach extends to underserved countries, such as Honduras, where Pinnacle helps support a medical clinic. In addition, Silver recently returned from a medical mission trip to the Philippines.
Pinnacle is truly a family-operated business and promotes that atmosphere in the office. Heide’s wife, Lorna, has played a large role in the company’s growth; her father, Alisdair Innes, serves as chief financial officer; and Silver’s husband, Irv, is a licensed respiratory therapist/educator.
Pinnacle’s medical professionals and office staff are thoroughly screened and evaluated to ensure they not only have the skills to maintain the company’s high standards, but also demonstrate care and compassion.
“In the first couple of years we were in business, we only hired people we knew, because we wanted to make sure everyone was on the same page and had the same philosophy,” Heide said.
“The older generation has a lot of patience and a deep sense of gratitude,” Heide said. “Because we are in their home, they welcome us as part of their family. Our patients look forward to the visits. We hear a lot of great stories about their life experiences.
“Our reputation is built on giving the patient what they need when they need it, and not worrying so much about if we are going to make a lot of money. First and foremost is the care of our patients, and we hope that by word of mouth, we will continue to be successful.”
Pinnacle Home Healthcare Inc. is located in Suite 212 at 7041 Grand National Drive in Orlando. Office hours are Monday through Friday from 8 a.m.-5 p.m. Pinnacle offers a 24/7 on-call service. For more information, call 407-351-6330 or visit www.pinnaclehomehealthcare.com on the Web. Lic. #299991856
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