Reader poll: What do you do to convince residents they've picked the right place?
“We have our own vision, combining hospitality and clinical touches for the highest customer satisfaction. We put cut flowers in every room. We make sure that we respond to them in a timely way and meet every need. We make them feel secure and build trust. We integrate with them and the other residents, and we get them out of their room. For short-term (residents), we send them home with a ‘discharge pie,' then follow up with them for at least 30 days.” — Lynn Smith, Executive Director and Administrator, The Manor, Morristown, VT
“We have a letter at their bedside with all the contact information for the administrator and DON. All of our department heads round, intentionally seeking out new admissions and checking on them. There are people who do ‘drivebys,' but we do what we call purposeful rounding. Not just, ‘Hi, how are you?' and off.” — Rhonda Scott, Executive VP and Chief Operating Officer, Crestview Health & Rehab, Atlanta
“We all go around and visit. We compare notes that the social worker puts together. She might see something that another person didn't. I eat lunch with all new admissions. It's always two to three meals until they start feeling comfortable. You have to talk to them and make them feel comfortable. The biggest thing is they need to see familiar faces.” — Martin Hubbart, Executive Director, Cross Timbers Nursing and Rehabilitation, Midwest City, OK
“It's important that at admission everyone meets with the family. They should meet nursing, dietary, housekeeping, the DON, the business office. It's important that they [department heads] are in there consistently, not just the first day. [New residents] get a lot the first day. They're not going to remember it all.” — Kim Delatte, Corporate Controller, Plantation Management Company, Denham Springs, LA
“You need to follow up with the family. Call and schedule a visit. Talk about expectations. Introduce them to all the directors so they know we care about their loved one. We also provide a packet with all the administrators' info, and we give samples of things like incontinence briefs, wound ointment and goodies for the family. We want them to feel part of the care.” — Syncia Sabain, Director of Quality Control, Unique Residential Care Center, Washington, D.C.