2014 Culture Book
2014 Culture Book
Š 2014 by Diversicare Healthcare Services, Inc. and its affiliates All rights reserved. No part of this book may be reproduced in any form without written permission from Diversicare Heathcare Services Inc. or its affiliates. Please note that this book is intended to show individual Diversicare team members, customers, and business partners that have expressed their feelings about the Diversicare Tribe. These personal feelings don’t carry the legal effect of management policy or promises. Rather they are intended to share the views of individual employees and partners about what their work with Diversicare means to them. We appreciate them sharing these thoughts and hope that you enjoy learning more about the Diversicare Culture and Tribe. EDITOR IN CHIEF: Tricia Bartlett | tbartlett@dvcr.com CONTRIBUTING DESIGNERS: Bonnie Robison | brobison@dvcr.com Molly Rich | mrich@dvcr.com
2014 DIVERSICARE CULTURE BOOK It is with a great sense of pride and admiration that we reflect on our accomplishments for 2014. At the beginning of the year, we acknowledged that our company was at a critical inflection point-- where the things that used to work, the things that created a level of success, would not create success going forward. Our Tribe challenged the status quo, created a ruckus and accomplished the necessary adaptation and transformation to position us for future success. Some examples of our 2014 successes are: • Improved outcomes for our patients and residents • Improved satisfaction and engagement of our team members • Growth in the number of patients and residents for whom we provide care • Added centers to our portfolio • Increased stakeholder value This is all a result of a group of people connected to one another and connected to a purpose— our Tribe. You have collaborated and have demonstrated noteworthy accountability to your commitments. You have demonstrated the energy, enthusiasm and ownership to move the needle quickly. Not only are we on the right track, but we have set the course to reposition the view of this industry. We are so very grateful for our tribe of dedicated team members across the country who consistently go above and beyond to embody our mission of improving every life we touch by providing exceptional healthcare and exceeding expectations. Your work—and your purpose—is noble. Our Culture of Connectedness is palpable, and it is what makes Diversicare so very special. Tribes make our lives better—you make our lives better, and you are an inspiration!
Contents
MISSION & CORE VALUES
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FOREWORD
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2014 LEADERSHIP CONFERENCE
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2014 OVERARCHING GOALS
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YEAR OF THE NURSE
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ELEVATE & EMPOWER...
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NURTURE OUR TRIBE...
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ENGAGE OUR TRIBE...
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EXECUTE THOUGHTFUL BUSINESS PLANS...
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CREATE A CIRCLE OF IMPACT...
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CHALLENGE THE STATUS QUO!
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HEIGHTEN CULTURE OF ACCOUNTABILITY...
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DIVERSICARE CORNERSTONES OF CARE...
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EXCEED COMMITMENTS...
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MAKE A RUCKUS!
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SUCCESSFULLY ASSIMILATE...
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POSITION OUTCOMES...
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MISSION & CORE VALUES Our Mission: Improve every life we touch by providing exceptional healthcare and exceeding expectations. Our Core Values: Integrity We are trustworthy and honorable. We have an unwavering commitment to doing the right thing every time. Excellence We are passionate about the pursuit of excellence. We go above and beyond what is expected. Compassion We recognize the needs of others, are empathetic to them, and take actions to help. Teamwork We are committed to each other personally and professionally. We respect each other, succeed together, and recognize there is nothing we can’t solve as a team. Stewardship We carefully and responsibly manage and care for all that has been entrusted to us.
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Connection to the Mission creates expectations and a sense of purpose. Connection to the Values provides consistency to the way in which we make decisions. Our mission is reflective of the noble work and calling that we all have- the privilege, honor, and responsibility of caring for residents and patients. Our values are reflective of our fundamentals and our person-centered culture. This is truly an exciting time for our company. It’s time to celebrate, and embrace our future.
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FOREWORD Welcome to our inaugural edition of the Diversicare Culture Book--2014! Why a culture book? Our Tribe has experienced many notable milestones over the past year and this book represents sentiments and moments in time meant to be shared. As we grow and evolve – this book will become an annual tradition. When we first embarked on the idea of creating a culture book, we wondered how we could possibly fit so much greatness into just 200 pages. We searched near and far, above and beyond, across our great company to capture moments that define who we are. What you will find throughout the book is our 2014 Diversicare Story--packed full of successes, thoughtful commentary and extraordinary examples of compassion and connectedness. It’s easy to see why we are all a part of the Diversicare Family. And it is easy to see what makes our Family special. We make the world a little better because of what we do. To our Tribe, this book will be a remarkable journey of memories that include our unwavering commitment to achieve our Overarching Goals, the vast improvements we made as a company and evidence of fulfilling our Mission to improve every life we touch by providing exceptional healthcare and exceeding expectations. To those who have yet to join our Tribe, we strive to portray the depth, caring and complexity of the Diversicare Team. Here we go! Be prepared to smile, laugh out loud and burst with pride. Enjoy!
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You can learn more about our culture and the Diversicare Tribe at: http://www.dvcr.com Our job openings are available online at: http://www.dvcr.com/career-opportunities/
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“It was very inspiring at the 2014 Leadership Conference to become acclimated to ‘Making a Ruckus!’ Constantly challenging each other to greater goals keeps up the momentum…and creates the ruckus!”
“Very well planned out, speakers delivered relevant information.”
“Outstanding!” “Inspiring and uplifting.”
“It exceeded my expectations.”
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What have YOU done to connect to the Diversicare Tribe?
“I try to connect to my tribe by providing a listening ear to all tribe members and giving input when needed. A listening ear goes a long way and connects you to all members.” - Mattie Tynes, SRNA, Clinton “I think the connection starts daily with the ‘Clinical Startup’ working together to overcome!” Sheila Rice, DNS, Carter
“Work with an open heart.” - Patricia O. Cabrera, CNA, Hardee
“I am open and honest with other members. I am respectful of their time, skills, and abilities. I am happy to help or to be helped by any of them. I strive to learn from each member what I can, and convey my knowledge and ideas to others when needed and appropriate.” - Arthur Tews, Director of Dietary Services, St. Theresa
“Communicate, Communicate, Communicate; and express verbal gratitude.” - Lou Wilson, Admissions, Seneca Place
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DIVERSICARE 2014 OVERARCHING GOALS Overarching goals have several important implications. They build a common frame of reference that allows people with different backgrounds, responsibilities and varying orientations to pull collectively towards the same ends. Our company goals for 2014 were an important force for change; a description of what could be and for what we as a company should strive to be. Our 2014 Overarching Goals were more than a mere restatement of a company purpose; instead, they were distinctive and suited to our mission, vision, and values. Highly motivational, our goals placed individual tasks within a larger framework, thereby giving our very important work greater significance.
Nurture Our Tribe: Align, Communicate, Connect, Foster The Movement.
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Engage Our Tribe In A Manner That Is Challenging, Supportive, Respectful, Transparent, Inclusive And Reflective Of A Deep Commitment To Each Other.
Execute Thoughtful Business Plans That Capture Insight From Market Data Serving As A Roadmap For Achieving 2014 Commitments.
Create A Circle Of Impact And Network Of Fans By Building Relationships With Providers Across The Continuum Of Care To Position Ourselves As Prominent Partners In The Ever-changing Post-acute Sector.
Elevate & Empower Diversicare Nurses To Leverage Their Intellect, Compassion And Strong Voices In Order To Better Position Us As A Provider Of Choice.
Challenge The Status Quo!
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Heighten Culture Of Accountability: Listen, Lead With Clear Expectations, Track Progress, Rewards & Consequences.
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Establish And Implement The Diversicare Cornerstones Of Care To Move Toward Industry -Leading Quality Outcomes & Positive Resident-Patient Experiences.
Exceed Commitments To All Stakeholders.
Make A Ruckus & Have Fun!
Successfully Assimilate Additions To The Portfolio.
Position Outcomes & Open Beds To Prudently Increase The Number Of Patients & Residents For Whom We Provide Care Leading To Optimizing Our Marketplace Vantage.
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“When I started at South Shore Nursing Center I was working midnight shift and we had a great group of people working nightly to care for our residents. I learned then that I would like to take care of sick people as long as I could. That was thirteen years ago and I still love my job. I came to love and care about the people I stayed up all night with and connected with. “ - Stephanie Kamer, CNA, South Shore
What was THE moment of connectivity to your tribe?
“The moment comes every time we celebrate a milestone or mourn a loss as a united team.” - Kelsey Ewing, OTR, Hartford “On date of hire Angela Washington welcomed me to her staff and her team. From that point forward I felt welcomed and apart of the Diversicare team.” - Jere Gonzalez, LVN, Doctors
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“The Diversicare Tribe is collectively a group of members that comes together, forgetting their own comfort to meet the needs of others. Our tribe members here at Carter Nursing are ALWAYS great to come to the aid of other tribe members.” - Vicki B. Stapleton, MDSC, Carter
“The Tribe to me, means a group of individuals who want to be in their position who share a common set of goals. A group who feels a sense of commitment, who share in wins as well as losses, who realize the concept of if we all do better, then we all do better.” - Nick Venable, Activities Director, Mayfield
“The “Tribe” is similar to the saying ‘It takes a village’. It means we work as a unit; the individual department coming together to provide the best care/experience to our guests.” - Anthony Bemmes, Director of Rehab, St. Theresa
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The Year of The Nurse Our company designated 2014 “The Year of the Nurse”. Furthermore, we developed a philosophy that was inculcated throughout our company, “Nurses: The Heartbeat of Diversicare”. While tribes make life better, strong nurse partners, in our business, make life in our tribes even better! Elevated and empowered nurses is the key to excellence. Not only is it our responsibility as leaders, but it is my expectation that we all commit to creating an environment where our nurses feel empowered to be the best they can be. We must build a culture where they feel our support, have access to information, educational opportunities, resources, and have our advocacy to leverage their compassion, strong voices and intellect. -Leslie Campbell
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2014 was proclaimed to be the Diversicare Year of the Nurse. Our goal was to ensure our licensed care givers were recognized, listened to and provided with all the education and resources they needed to provide quality care and service. We wanted to make sure our nurses had a place at the table to give input about company initiatives and decisions that would allow us as to be efficient and compassionate in our care delivery systems. Our actions included: • Aligning recognition programs and meetings so that nursing leaders were acknowledged as business partners. • Responding to feedback from our frontline nurses as to the efficiencies that could be captured with the electronic health record. • Introducing of new technology and equipment in the form of laptop projection devices, bedside PT/INR equipment etc. • Developing of opportunities for educational updates to meet the need for alignment with patient care initiatives. Most important in our actions was the overall acknowledgment of the profession of nursing. There are over 900 Diversicare nurses at this time. They embody the values of compassion, empathy, advocacy, proficiency and knowledge. Our Diversicare nurses are special--I am proud of them and privileged to be associated with such a great team of caregivers. We will continue to honor our nurses and support their noble efforts to improve every life touched every day by providing
exceptional healthcare and exceeding expectations.
-Gail Geisenhoff 33
Nurses:
The Heartbeat of Diversicare Patient
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“The Diversicare Tribe are the people I work with, share with, and learn from. We inspire one another, because we all have a role to play in the Tribe.” - Cindy Taiwo, RN, Mayfield
“A conscientious group of people with common goals to deliver excellent healthcare and customer satisfaction. “ - Shannon Collinsworth, RN Supervisor, Hartford “We are a group unified by one common Diversicare mission, to improve every life we touch by providing exceptional healthcare and exceeding expectations. “
What does the Diversicare Tribe mean to YOU:
- Sherri Bradford, RN/UM, Highlands “Teamwork, Family, Cooperation.” - Tammy Blain, DNS, Yorktown “The Diversicare Tribe means that I am a small part of a larger group, pulling together to add to the greater good for our residents/patients. “ - Joanne Chissler, DNS, Mayfield “Diversicare has always been understanding for not only my “work life” but my personal life as well. Diversicare is more than a job to me, it’s a life changing experience. “ - Carrie Hayes, LPN, Providence 36
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“In listening to concerns from nursing about the amount and the need for the 11 assessments to be completed upon admission instead of focusing on the resident at time of admission, the centers now do one clinical admission health status that incorporates the data and leads you to only complete an additional assessments if pertinent to the residents care. The problems we had been having with the response of Prolab to the needs of the residents for stat labs and lab results were addressed quickly so now each center has the best lab services that are close enough to the center to provide the best service. Even though there are still issues with the pharmacy, each area is being addressed and best practices and standardization in communication are being heard with the inclusion of Mark Coggins. In Kansas using the TSI program to enable us to do QIS survey process has been very welcomed, the program we had been trying to put in place for many years. Being able to follow the QIS process from surveyors point of view, all staff knowing the flow of survey process, the exact manner of questions, why they do what they do has been an education in itself. The biggest impact on care to me is the daily use of Clinical start up, Daily Connect meetings to allow opportunity to have joint clinical review of care and concerns of the residents. Not just nursing focus, but falls, grievances, unmet needs that all could help with ideas and interventions. ‘You are not in it alone’. There is a team working with nursing.” - Donna Malia, Director of Clinical Operations, Midwest Region
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“Last year was an exciting year for sure. A lot of good things happened in our centers and the nurses did notice. First was the streamlining of our admission process. I have heard a lot of good comments regarding this. The nurses realize the effort to get them back to the bedside more and are appreciative of this. The DNS’s are excited that people listen to them and take to heart their ideas and concerns. I am grateful to be part of a company who listens to it employees, and show their employees they are concerned about what they go through every day and are willing to implement new processes to make their jobs easier. As a regional staff person I appreciate all the support we have from the BSC. It is always positive support and good solid information to ensure we can do our jobs well.� - Karen Ramos, Director of Clinical Operations, Southern Region
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“2014 brought much recognition of the frustration our front line Nurses were dealing with related to documentation. The elimination/streamlining of the numerous uda’s required on admission caused great celebration (and allowed more time at the bedside). The change in laboratory companies was confirmation that our nurses have a voice and sent a message to them that Diversicare will do whatever is necessary to provide the best services available for our patients. The Leadership Forum provides an environment for discussing issues that our DNS’s deal with daily and assisting them with formulating solutions. The weekly clinical calls provide the DCO’s the same open lines of communication. This culture of fostering ideas and listening to concerns is evidence that ‘nurses matter’ in the Diversicare Tribe.” - Kathi Duke, Director of Clinical Operations, Gulf States Region
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“A unified group of individual employees who work together for the purpose of providing the best care possible for our customers.” - AJ Tackett, ADNS, Carter
What does the Diversicare Tribe mean to YOU?
“A conscientious group of people with common goals to deliver excellent healthcare and customer satisfaction. “ -Shannon Collinsworth, RN Supervisor, Hartford
“In the End of Spring/Early Summer, severe weather warnings threatened our area. All of the staff came together to help keep residents safe, prepare staff for possible loss of power, and also for other potential problems associated with severe weather. Different departments coming together for one common cause is something truly special to be a part of. It was reminiscent of being on a sports team when I was younger. ‘A successful team is a group of many hands but of one mind.’ –Bill Bethel“ - David “Ryan” Fox, RN, South Shore
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“Inclusion in Regional Meetings: I agree as well as appreciate this concept. The DNS plays an important role in the day to day operations in the building. The meeting has allowed me to understand the rationale for decisions made that are non clinical. Allocation of Bonus Dollars: I appreciate the opportunity to achieve a bonus. While I personally do not base my work practices on the chance of obtaining a bonus, I do overachieve at times in an effort to afford my staff one. They report to work daily to care for the residents and each other, regardless of the mental and physical stress involved. I am blessed to be surrounded with the team at HHC! I applaud the effort and progress made over the 2014 year. Thank you for allowing me to serve HHC and the Diversicare family.� - Eric Goforth, Director of Nursing Services, Hartford
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“The Year of the Nurse has arranged for DNS’s to have remote EHR/AHT access. This certainly impacts resident care and the center staff when the DNS had access to the record. It has also empowered the center nurse leaders to be open and vocal about the new equipment, in what is working and what is not. They have a ‘vote ‘ and positive impact on resident equipment utilized across the company. It has creatd outside of the ‘Box Thinking’ with bedside PT/INR testing using Coaguchek and adding the availability of the ‘Kangeroo’ enteral pumps and supplies to the formulary, which impacts nurse time. Adding Enteral and Ostomy Products to our formulary enables the center staff to order supplies for their Non-Qualified residents directly from DSSI, enabling them to maintain their own inventory and removing the ‘middle man’. “ - Howard Stone, Director of Clinical Services
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“The biggest impact on our nurses is knowing that we have a voice and that voice is being heard by our support team. It gives us, from DNS down to the CNAs, assurance that what we do day in and day out truly matters and is truly appreciated by OUR company. The admission process has been streamlined, we have a DNS from each region representing us, new equipment is being purchased that make our work easier, and most importantly, if there is an issue with a vendor, our support team jumps right in and ‘has our backs’. All this allows us to work more efficiently and provide the best care possible. Because we are simply the BEST!” -Vivi Flores, RN, Director of Nursing Services, Chisolm Trail
“We place the highest value on our nursing staff's opinions and ideas concerning the delivery of care we provide to our residents because it allows us to become more efficient with our practices. We believe a team approach improves the quality of care we provide to our residents, as well as providing great job satisfaction for our nurses. We are grateful for the input they bring to us on a daily basis about what works and what is stressful for them. Our census has continued to grow over the last year and we, as a group, have had to work together in order to find ways that would best serve our residents, utilizing several new tools provided to us. We have embraced the Admission and Quarterly UDA's, which has saved us valuable time that is better spent at the bedside with our residents. Our nurses have mastered the Skin Module, Incident Report Module, and the changes to the EMR over the last year. We have provided support to one another, determined to conquer every challenge that we were given. I can honestly say that we have grown as professionals, as women, and as friends over the last year. We are all looking forward to another great year and all the challenges we may face together. I feel privileged to be a part of the team here at Lampasas.” - Debbie Vega, Director of Nursing Services, Lampasas 47
“We have had many changes this past year, all for the good! Seems paper work keeps “Growing”. Anytime assessments, charting, etc. can be reduced the better. The RN’s doing the Admission Assessments really appreciated the one condensed form instead of doing 12 to 14 different ones. Sure made it easier. We also feel the Clinical education calls are great. The nurses gather in my office, I show them Gail’s picture and tell them who she is. The last call, my assistant (that has been a nurse for many years) really thought the barium swallow showing what a silent aspiration looks like was neat. I have seen this before and was amazed at her reaction!!! How we take some of our past teaching and experiences for granted. Anytime our nurses are included, even if just for a short monthly call, makes a difference. Just the communication is time well spent. The redoing of the policies is also a fantastic idea. Can’t wait until they are all completed. Now if Gail can just figure out a way to eliminate the POC wouldn’t that blow every ones mind? All the personal touches shown from ‘Leslie, Kelly, Jay, and Company’ are greatly appreciated!!!! Birthday & Anniversary cards, years of service, special emails for a job done well, all the special things (and yes the bonuses are terrific) are all appreciated and make us feel special. My RN supervisor that is off today just stuck his head in the door and said to have a good day, makes a big hit. He brought in some food for the other nurses. I feel we are a big happy family most of the time.......time, just need more hours in the day.“ -Barb Rowe, Director of Nursing Services, Best Care
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“My experience with the ‘Year of the Nurse’ has been tremendous. Upon accepting the position for interim DNS here at MHCF there was a plethora of ideas thrown at me about what to expect from the "corporate" world from not only work colleagues but friends and family as well. While most of these were harmless and even accurate, there were some thoughts that as a corporate entity both my nurses and my views would fall on deaf ears. That couldn't be farther from the truth in my experience. From the first time I met Leslie, Becky, Karen and the rest of the BSC members as well as speaking with Gail over the phone it was related to me that if I had a need or concern there would be someone to listen and help. That was immediately evident when we asked (and received) new enteral pumps for our residents as well as new tables and stools in our dining room. Some may think that this isn't a big deal but to myself and my staff it certainly was. We strive for resident first mentalities here at MHCF and are proud to know that our BSC partners do as well!” - Michael Hobock, Director of Nursing Services, Martin
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Elevate & empower Diversicare Nurses to leverage their intellect, compassion and strong voices in order to better position us as a provider of choice.
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“Being a nurse had never been the original goal in life but I always knew I wanted to help people. Way back in the olden days, 1976, being a nurse aide in long term care didn’t require any certification or training so I started working with Diversicare of Haysville with no background knowledge. Through the years I realized a desire in myself for more education to understand what, how and why I would further serve my patients and residents. Through my nursing education from CMA, LPN, RN, to DNS the thirst for knowledge was still there as I helped my patients and residents. Then the other side of the coin as a regional team member is the sharing of knowledge to new nurses with side effects of my ongoing learning something from them. The best part of my position is getting a nurse to understand why they are doing their jobs so they can improve the lives of those they care for, why the choices are important for patients, why the care planning is important, and how the residents’ goals can be met. “ - Donna Malia, Regional Director of Clinical Operations, Midwest Region
“At Briarcliff Health Care Center we strive daily to fully embrace our tribe that consists of not only our co-workers, but our vendors, families, patients, residents, and community. We frequently hold tribal meetings to provide education and promote feedback to all members of our tribe. We aim to promote education to elevate our nurses to become more confident and autonomous; therefore, empowering them to become better mentors to other members of our tribe. We are integrating wisdom and testimonials from various tribe members during tribal meetings to encourage and enlighten others. We stand committed to each other whether it is enhancing skills, building our patients served, becoming the provider of choice in our area, or reaching towards our ultimate vision of one harmonious tribe marching in unison to the same drum.” -Kalena Lima, Director of Nursing Services, Briarcliff
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“During Christmas, one of our nurses was really struggling with the reality that shortly after Christmas his wife was going to be deployed to Afghanistan for over a year and he would be left here to be a mother and a father to both of his children. He was going to have to take on roles he had never experienced and the worry in his eyes could be seen daily. During this same time, he learned that one of his aides didn’t have a Christmas tree and she has small children. With everything going on in his life, he left work that day and went to his home and put it up for her and her small children. For me, that was an extraordinary act of compassion in such a difficult time in his own life and it reminded me what I already know: I am surrounded by some pretty amazing nurses at Providence!” -Amy Brown, Administrator, Providence
“There are so many outstanding nurses in our company! I would like to take a moment to recognize each and every one for their professionalism, integrity, and commitment. But most of all their compassionate caring hearts, not only for their residents but the staff members with whom they work alongside as well. One of these outstanding nurses works all the way down ‘South’ at Lynwood Healthcare Rehabilitation Center in Mobile, Alabama, Sylvia Martin, LPN. A few months ago, Sylvia and I had the opportunity to work together on a special EHR project. Just a couple of ways to describe Sylvia..Well, she is just awesome; ‘Dynamite in a small package’ you might say. How she takes such pride in completing her job duties and responsibilities! She is well respected by the team and Lynwood and always ready to lend a helping hand in support of others. Than you Sylvia! You are such a blessing to every life you touch! “ -Treieva Oakley, Director of Health Information Management
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“In the Gulf States Region, excellent results matter. To that end, we recognize that our nurses are the face and the force for everything we strive to do for our patients and residents. It is vitally important that we provide a platform for our nurses for education, meaningful time with patients and residents and collaboration. When your nurses have the ability and the authority to make a difference... They will!” -Robin Jones, Regional Vice President , Gulf States Region “Maya Angelou says “they may forget your name, but they will never forget how you made them feel.” I believe this is a good summation of the power that a nurse holds. Given all the various aspects of our long term care delivery system- at the end of the day we are only as good as the care we provide. It’s our Diversicare nurses on the front line improving the lives they touch, providing exceptional healthcare and exceeding expectations. As company leaders, it is our duty to support and empower our nurses to unlock their potential, as well as always remember to recognize their commitment. I have the privilege to work with two exceptional teams, and I thank Stephanie, Cindy and the Highlands Health Care & Rehabilitation Center nursing team, and Kelly, Carrie and the Seneca Place nursing team for all they do to make us a provider of choice. “ -Missy Bentley, Regional Vice President, Metro Central Region 53
“Here in our Tribe at South Shore, we are a tight family. Just like in a family, we don’t always agree, but that’s alright, we all still care, love, and respect each other. When my husband passed away unexpectedly, the staff was there for me, they brought things to me, and called to check on me. Even after nine months they still will ask how I am doing.” - Cindy Stevens, SSD, South Shore
“Working together as a team to provide the safest environment for our residents. It is always putting our resident’s needs first in all decisions.” - Darlene Taulbee, AR & Social Services, West Liberty
What does the Diversicare Tribe mean to YOU:
“A team of people working together with one objective. We are all: customers, residents, staff, visitors, corporate and family there to give quality care, food and housekeeping.“ -Brian Lair, Food guy, Seneca Place “Teamwork, Family, Cooperation.” - Tammy Blain, DNS, Yorktown
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GULF STATES REGION
“The Gulf States Region...A stable, cohesive tribe committed to building strengths that can take advantage of opportunities and mastering the expertise required to win with huge heart.� -Robin Jones, RVP
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Nurture Our Tribe: align, communicate, connect, foster the movement...
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“By developing, coordinating and implementing Sales Training across our Regions, I have helped our teams to align their sales processes, for consistency across the company and with our approach to customers.” -Cheryl Spaans, Sales Training
“Like all aspects of Healthcare management in a constantly changing and evolving business like ours, all staff are affected by culture change and the demands of the daily world so the little things we do as managers and co-workers matter! The world of Employee Safety and Health requires constant reinforcements and a constant understanding of what motivates staff to perform safely and conduct their job to the highest level of performance while being proud and respectful of those we service. As a person passionate about the interactions of people , I see so much when I say Thank you for the safe job you perform each day. I also appreciate when I have the opportunity to be told that a manager says “Thank You and Please Be Safe”. A kind acknowledgment or reinforcement goes a long way. When a co-worker notices that we acknowledge their safe practices and smiles. There was a connection…and it’s contagious. When we compliment them on doing something, or notice that they moved a mat that was crooked, even something so simple, really puts the little things into prospective. We connect; and that the way the world works just a little smoother…. Everyone has that opportunity!” - Loren Martin, Sr. Director Loss Prevention
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“Foster the movement- Wurtland recently embraced a new idea and is now implementing this into their continuum of care. Positive staff to resident relations, to create a family like environment in hopes to improve quality of care for our residents.” -Tammy Rucker, CareLink Coordinator
“I was allowed to subscribe to on-line computer based training. Technology changes so quickly that if you don’t maintain on-going training (on your own time), you’ll quickly fall behind. It’s been a great help thus far. I try to incorporate new technologies whenever I can into a stakeholder’s project. Not only does the stakeholder gain benefit from a better, more sounds technology solution, but I gain valuable experience with the new technology.“ -Steve Lancaster, Director of IT Development
“To me the Diversicare Tribe means being on the same page, and having the same goals. It’s being able to voice your opinion and try new ideas. I think our mission statement says it all!!” -Robbie Martini, Administrator, Northside 62
“The Diversicare ‘Tribe’ goes beyond what words can express. The opportunities I have been afforded to serve our patients and staff members can’t be measured. It’s part of my life… Being professionally associated with such an outstanding group of individuals who are like-minded and grounded in the same belief of service to others has been and continues to be such a blessing. It’s hard not to become emotional when I think about it…” -Treieva Oakley, Director, Health Information Management Services
“We are a group unified by one common Diversicare mission, to improve every life we touch by providing exceptional healthcare and exceeding expectations. “ -Sherri Bradford, RN/UM, Highlands
The amount of information and accessibility to information has helped me to better perform my job. I know I can ask anyone at the BSC for assistance and they will give it to me or point me in the right direction. And they will do it kindly and happily.” -Bethany Knapp, Business Office Manager, Riverside
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Diversicare’s Leadership Orientation
“You provided me with an excellent leadership orientation/training in an environment that made me feel like I had all of the tools and support that I needed to succeed in my job this year. The ongoing support is also very empowering. “ -Joe Brainard, Administrator, Carter
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“Orientation very educational and useful. Gained so much knowledge. Can’t wait to share all and lead my tribe to success.”
“Unbelievable week!! Learned much. Only negative-too much sitting. Maybe some presentations while standing/walking to liven us up. Thank you so much for the experience...” “Excellent much!”
presentations,
learned
so
“Exceeded my expectations...” “Will help me direct my team in a positive way...”
“What an awesome opportunity to be welcomed with sense of belonging & support with knowledge of company. Thanks for time & sharing.”
“Very impressive company, a breath of fresh air!”
“I was pleasantly surprised and inspired that every department representative expressed the mission at the heart of what they do...”
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“I liked the implementation of the connect lunches that keep us updated on current changes and allows an open format for questions and answers.” “I really like the Connect Meetings! We are so busy with the day to day of supporting the Centers and company, you sometimes miss some of the detail on what’s happening in the Diversicare world. This is a great way to get caught up with what’s new and what’s coming. It’s exciting!”
“Beneficial and very informative!” “I enjoy sitting down with the BSC team and having a family meal together. You get to connect with people that you might not see every day. It’s always fun to have Kelly, Leslie and Jay talk with us and share how the company is doing.”
“Let’s everyone know where we are going and a chance for us to congregate together.” “The Connect meetings are a great opportunity to realign with our company’s Mission and collaborate with leadership from departments accross the company.”
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Describe how you work together as a Tribe?
“Special events as a team away from work helps break down barriers between department heads and line staff to enable us to be more helpful to each other and understand our differences. We may not always agree, but we agree to disagree in understanding to help each other. In the long run this makes us better stewards of the lives that are placed in our care.” -Delilah Fore, Dietary Manager, South Shore
“This year two centers joined our region that are located in close proximity. We have leveraged our strengths and resources on several occasions to assist each other with both staffing and supply needs. “ “Even though our center is small compared to some, our ideas and plans are bigger than “Texas”. We brainstorm together often to talk about ways to always improve our center for our residents and our staff.” - Eve Dueser, Dietary Manager, Yorktown
-Rob Durham, Administraor, Highlands
We recently participated in Mission 212 and won for our region. We met daily as department heads to work together in making referral calls, assisting in turning over rooms, making sure we all met with the new residents, and welcomed them to Siena Woods and supported our new Account Executive in the community.” -Lyn Leary, Administrator, Siena Woods
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MIDWEST REGION
“The Midwest Region has a can-do attitude. As we have assimilated each of our centers into the portfolio we have remained flexible and focused. Our focus on customer service allows us to continue improving the lives of those entrusted to us. � -Kevin Crowley, RVP
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Engage our tribe in a manner that is challenging, supportive, respectful, transparent, inclusive and reflective of a deep commitment to each other.
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“We finalized the implementation of the CBO during 2014. During the year we worked hard to create and foster an environment of the Business office and the CBO as one team rather than an Us vs. Them approach. As with any time there is change there will be concern and resistance. However, as the BOM’s began to recognize that their voices were heard and that everyone truly has a vested interest in the success of the CBO the culture did change. I have witnessed a lot of ‘cheerleading’ from the BOM’s to the CBO and vice versa. When someone does an outstanding job it is recognized and kudos are shared with upper management in the regions as well. Additionally we have reached out to the BOM’s and visited several centers to encourage them to look at us truly as the Support Center to them and not “Corporate.” We follow up with phone calls to the BOM’s for new centers or ones we rarely hear from just to check in and see how things are going, reassure them that we are here for them and are available at any time. We also send handwritten notes of encouragement to the Business Office staff when we feel they need it or notes just telling them they are doing a fantastic job and so thankful we are on the same team. It is important that they know that even though we are not located in the same office that their job is so very important to making sure the cash comes in the door. Likewise, we have done numerous education as to who does what at the CBO and the process we follow for each area of responsibility. It is amazing the patience and understanding that the BOM’s give when they realize that the person at the CBO that is posting cash, filing claims, or whatever the task is doing it for numerous centers. We encourage both the centers and the CBO to put themselves in the other person’s shoes and think it through before reacting negatively. However, given that we are all one team we do monitor each other’s roles and notify one another if there is an issue. No finger pointing, just everyone keeping their eyes on the ball and reaching for the same goal. Lastly, we have worked hard to create tools that are helpful to the BOM’s in an effort to make their jobs easier. For example, the Triple Check Report, Billed vs Cash Receipts by AR Type report, Business Office Training Guide, etc. It has been fun to see how these tools that allow them to better manage their Aging have also fostered friendly competition among centers.” -Dawn West, Sr. Director Revenue Cycle
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“I believe service is the name of the game. By having an attitude of service, serving others is not burdensome. I can succeed only if I help others succeed. The ‘tribe’ mentality is indeed one of connectedness.” -Edme Mendez, BSC Administrative Assistant “I consider our tribe to be a total service center. Everything we do is to service the shareholders, other internal tribes and the board of directors. We are responding to increased requests for shareholder information and special analysis for the board I attend all tribe functions as requested and participate in activities to gain the full experience of the company. As one knows members personally, it creates a bond for increased support.” -Starr Carter, Finance Reporting Manager “I am open and honest with other team members. I am respectful of their time, skills, and abilities. I am happy to help or to be helped by any of them. I strive to learn from each team member what I can, and convey my knowledge and ideas to others when needed and appropriate.“ -Janice Horton, Administrator, Hardee Manor “The simple word that comes to mind when thinking of tribe is wellbeing for me. We all strive for the same goal and that is to provide the best possible care to our residents but not just residents, our staff as well. For if a tribe is similar to a community, we work from the inside out and reach for the best.” -Clint Thompson, Social Services Supervisor, Best Care
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“When Leslie and Terry walked in to help with our Quality Review the feeling of support overwhelmed me.” - Delores Cregg, Administrator, Brentwood Terrace
“EVERYDAY, I Thank someone new for being great! And for being them! I see the light in their eyes when I do it face to face, or hear the smile in their voice when I do it over the phone!” -Loren Martin, Sr. Director Loss Prevention
“I am encouraged and inspired to be better. Tom encourages me to move forward with education to better myself. It makes me believe in myself. The other tribe members always help me when I need them.” - Debbie King, MDSC, LPN, Lampasas “We are such a new group to the Diversicare community. I would have to say that when our team began to face the inevitable changes occurring with the transition, we stood together as a tribe and met the challenge head on. As a tribe we can and will succeed.” -Stacey Bullock, Administrator, Greenville
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8 CENTERS REACH 90% FLU VACCINATION Best Care Nursing & Rehabilitation Center South Shore Nursing & Rehabilitation Center Diversicare of Providence Yorktown Nursing & Rehabilitation Center Boyd Nursing & Rehabilitation Center Diversicare of Council Grove Diversicare of Bradford Place Wurtland Nursing & Rehabilitation Center
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98% 97% 96% 96% 94% 94% 92% 91%
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RELIAS LEARNING In August of 2014, Diversicare announced the launch of our staff training and development program provided by Relias Learning. In collaboration with Relias, we developed a customized training website for our tribe that will assist in achieving ongoing training and CEU requirements. Relias Learning offers a variety of new features as well as improvements to the features previously provided through our individual training and development platforms. Relias Learning brings together Silverchair Learning Systems, Care2Learn, and Hospice Education Network to provide our tribe the best-in-class learning management system and unrivaled content within our industry. Our decision to partner with Relias further strengthens our commitment to engage our tribe in a manner that reflects a commitment to each other. “Training, continuing education, words of encouragement, friendly advice when needed, a more unified and structural organization.� - Connie Erwin, RN, MDS, Carter
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“I have enjoyed collaborating with our BSC leaders, our HR team and with Relias to create the first ever e-learning new hire orientation for our Sales Teams. The team with Relias has been able to guide the process with enthusiasm and practical tips that will make access and use of their system easy and professional.” -Cheryl Spaans, Sales Training
“South Shore is an awesome place to work. I have been allowed opportunities for growth and currently attending RN school. Diversicare Tribe means loyal, loving, family, compassionate, friends, and caring.” -Angie McCoy, LPN/HIMC, South Shore
“I love the Relias Learning System!“ -Vickie Gregory, RN DNS, South Shore
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Make-A-Wish® Middle Tennessee granted 14-year-old Beth Borens’ wish in Dover on Saturday, September 21 at Manor House of Dover, a Diversicare Healthcare and Rehabilitation Center. Beth generously wished to give her wish away to the center that provides post-acute care through a variety of programs. Surrounded by family, friends, Manor House residents, and Make-A-Wish® representatives, Beth’s wish came true through a check presentation of $7,500 to Manor House of Dover. Beth, a Dover resident, has courageously battled cancer for the past year. Before her illness, Beth spent time at Manor House of Dover doing arts and crafts with the residents. To support the young girl who supported them, Manor House of Dover staff and program participants rallied a team and succeeded in raising $1,800 for Relay for Life. A second relay hosted at Manor House of Dover allowed residents to participate in races and activities to raise $500 for Beth. Now, the generosity from Beth’s wish will benefit Manor House in multiple ways including their Life Enrichment activities. “For someone to pay forward like Beth has, it just means so much to our residents. She reached out in a time of her need, to help others in need, and that hits a soft spot in our hearts.” Rebecca Gay Lane, Manor House of Dover Administrator. When allowed to wish for anything in the world, Beth thought outside of herself. Her compassion and love for others drove her to wish for something that would give a lasting impact. Beth’s generosity truly inspires and challenges others to prioritize giving rather than receiving. At 14-years-old, Beth genuinely understands how impactful it can be to share the power of a wish®.
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Celebrating Diversicare
30+ years
Tribe Members
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Jewel Walker, Lampasas, 48 years Mae Ware, Normandy Terrace, 48 years Sharon Wright, Normandy Terrace, 43 years Hope Lemaster, Carter, 42 years “Hope is a very familiar face at Carter as she has been with the company for 42 years now! She has worn many hats and currently she serves as the receptionist, nursing scheduler, and central supply coordinator. 42 years strong and still totally dedicated to serving people. Wow, What a Woman!” - Joe Brainard, Administrator, Carter Clover Williams, Doctors, 41 years “When I first came to Doctors, I was told about “Mama”. Most people here won’t know who Clover is but they will know “Mama”. Mama opened up the kitchen when Doctors first opened 40+ years ago. When Mama’s cooking everyone knows to expect a great meal. She’s a great team player in the kitchen as well as wonderful team member for Doctors. I’m proud to have the opportunity to work with her.” -Stephen Cutshaw, Administrator, Doctors Ann McGuire, Bradford Place, 40 years “Ann is a very attentive and genuinely caring nurse to our residents. She has great follow through and has dedicated many years of her career to the residents at Bradford Place. She is well liked by all and we thank her for her commitment to our center!” - Lindsay Speed, Administrator, Bradford Place Eve Mueke, Avon Place, 40 years
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Deloris Taylor, Brookshire, 39 years “Too often we underestimate the power of a touch, a smile, a kind word, a listening ear, an honest compliment, or the smallest act of caring, all of which have the potential to turn a life around.” Well, Deloris Taylor, with her over 30 Years of Caring Service, knows this better than anyone and is the EXPERT!!! Her Caring Heart -- Commitment -- Loyalty and Dedication -- is above all!!!! For this WE LOVE YOU DELORIS!!!” - Barry Bell, Sr. Administrator, Brookshire Dulcene Gau, Siena Woods, 39 years “Duclene Gau has been an STNA at Siena Woods since 10/14/75. She has always given her continued and devoted care to the residents of this community for over 39 years. She gives her full attention to the needs of the residents. She is described as a person with high integrity and compassion for not only the residents and their families but to other employees. Her stewardship has been described as awesome.” -Lyn Leary, Administrator, Siena Woods Rosa Villarreal, Yorktown, 39 years Anna Shaffer, Providence, 37 years Andrea Graham, Avon Place, 37 years Delia Aguero, Yorktown, 36 years
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Paula Begley, Bradford Place, 36 years “Paula Begley is one of the most committed employees at Bradford Place. With over 30 years of service, she has exemplified what it means to be a true team player. She is very passionate about the role she plays here as the business office manager, and puts in a lot of time to make sure the job is done. Thank you, Paula, for setting an example for all of us for what it truly means to be dedicated!” - Lindsay Speed, Administrator, Bradford Place Christine Wingo, Avon Place, 36 years Brenda Crabtree, Best Care, 35 years “Brenda Crabtree has been an STNA at Best Care since January 14, 1979. Despite the length of her employment, Brenda never forgets to do the small things that enhance the stay of our residents.” - Randi Kiphen, Administrator, Best Care Patricia Keller, Best Care, 35 years “Patty Keller has been a part of the Best Care team since October 13,1979. Everyone knows when Patty is working and bathing our residents. The residents are well groomed with make-up on and their hair styled.” - Randi Kiphen, Administrator, Best Care Erminia Magallanez, Hillcrest, 34 years “I have worked with her for about a year now and she was welcoming from the first day I arrived. She is a dedicated hardworker with a kind heart. She truly cares for the residents and can be counted on at all times. I wish I could clone her!” -Charlie Alonzo, Administrator, Hillcrest James A. Snawder Jr., Seneca, 34 years Marilyn Benton, Bradford Place, 34 years “Playing many roles at the center throughout the years, Marilyn Benton is a true asset to the residents, families, and staff at Bradford Place. She is a wealth of knowledge and we can always count on her for knowing the answer. She’s always willing to lend a hand to whomever needs her. Thank you, Marilyn, for your true dedication and years of service!” - Lindsay Speed, Adminisrator, Bradford Place Myrtle Rizer, Avon Place, 34 years
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Linda Thomas, Chisolm Trail, 34 years “Linda is a loyal and dependable employee. She is my right hand man and always a step ahead. There is nothing like great experience. She is irreplaceable!” -Dupree Adams, Dietary Manager, Chisolm Trail Ethel Davis, Big Springs, 33 years Shirley Howard, Best Care, 32 years “Shirley Howard joined the Best Care Tribe on May 30,1982. Shirley has served in a variety of roles and brings her upbeat attitude and strong work ethic to each task.” - Randi Kiphen, Administrator, Best Care Martha Taylor, Lynwood, 32 years ‘Ms. Taylor has worked in our dietary department for over 32 years and lives our mission statement every day. When you talk about people who go above and beyond, you will see her name right next to the phrase. I worked with her when I was here in the 80’s and then upon my return in 2008, she has not changed one bit- still caring and living each day our mission statement of today is what she did back in the 80’s. She makes sure our food is something she would eat or have her family eat every day she is in the kitchen. She comes and checks on residents at lunch time to make sure they are enjoying their food, taking them more when they want extra and getting them something else if they don’t want it. She will stay late and make grilled cheese sandwiches if a resident it still hungry and wants more than the snacks sent to the stationsthat is just the kind of person she is. I feel honored to work with her and humbled by her loving and caring attitude.” -Laura Saxon, Administrator, Lynwood
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Orisha “Randy” Buffin, Treemont, 32 years “Randy was hired as a cook 32 years ago and has been a very dedicate ‘can-do’ cook the entire time. He is a mentor and trainer for the newly hired chef’s that come from the Le Cordon Bleu school. He has maintained a perfect attendance record, and even has to be reminded by management to use his vacation days. Randy has made Treemont a part of his life and we are so thankful to have him as part of our family.” - Tina Tucker, Treemont, Dietary Manager Janet Snook, Best Care, 32 years “Janet Snook has been a member of our staff since August 8,1982. Janet is a strong leader and the ultimate team player. There are no worries when Janet is on the nursing unit. Everyone is given the care and attention they deserve.” - Randi Kiphen, Administrator, Best Care Judy Rosson, Laurel, 31 years “Judy Rosson was one of the first employees at Laurel Manor when the building opened. She actually helped move the beds into the rooms. As a Cna she set the standard of excellence for patient and Resident care...her compassion and passion was noticed and Judy became an Activity Director and actually consulted with other centers in the area. Her last growth in the center promoted her to the Marketing and Sales Director for the center. Her commitment is over the top. She is a shining beacon of care, compassion, and commitment to doing 110% to make the center successful.” - Juanita Honeycutt, RVP Southern Region Barbara Donegan, Big Springs, 31 years Mary Newsom, Manor House of Dover, 31 years “Often heard singing or whistling down the hall, Miss Mary brings an astonishing synergy to our team that makes the load seem lighter and outcomes brighter.” -Gay Lane, Administrator, Manor House of Dover Lena Smith, Providence, 31 years Joyce Moreno, Chisolm Trail, 31 years “Joyce is a very compassionate worker who does her job with pride and excellence.” - Dan Carter, Assistant DNS, Chisolm Trail
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Jan Shemwell, Manor House of Dover, 31 years “Jan Shemwell, Activities Director: It is a wonderful thing when we, each with our own strengths and skills come together as a team; but Jan can be perceived as a “one-man band”. She is so multi-talented, she can readily fix a toilet in an emergency, cook tasty treats for residents and staff, serve as beautician, run a buffer, and keep residents engaged in full range of life enrichment activities all in a days work. In her 30 years she has worked in each department within our home. Can’t imagine us, without you, Jan.” -Gay Lane, Administrator, Manor House of Dover Bertha Alvarez, Chisolm Trail, 30 years “Bertha is very dedicated to resident safety and is very passionate about her work.” - Dan Carter, Assistant DNS, Chilsolm Debbie Ford, Hutchinson, 30 years Glenda Levester, Manor House of Dover, 30 years “ The little things Glenda does each day has the power to affect a great many people. She inspires us to take on the world, one day at a time, continuously searching for a way to make things better, and always gets our payroll checks correct and on time!”-Gay Lane, Administrator, Manor House of Dover
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Bob Rice, Brentwood Support Center, 30 years “Bob Rice has been with our company since March of 1984 and provides a wealth of knowledge and experience in a variety of disciplines in the healthcare industry. His knowledge base encompasses experience from that of Social Services Director and then Administrator in a couple of our Florida centers to Employee & Client Relations Management in our Florida/Kentucky regions and our Corporate office. Bob was instrumental in integrating the Canadian operations in to the US environment in the 1990’s in his capacity in Employee and Client Relations. His next adventure was the position of Director of Risk Management and Corporate Compliance. Bob has been a Vice President of Risk Management and Corporate Compliance for the past 10 years and has been our Corporate Compliance and Privacy Officer; his knowledge and experience in Risk Management and Corporate Compliance are extremely important to the success of our company. Bob maintains licenses in Health Care Risk Management and as a Florida Administrator. We recognize and appreciate the 30 years of dedicated service Bob has given to Diversicare and we very much value his expertise. Thank you, Bob, for your attention to detail and for your direction throughout your many years of service to our company.” Brenda Wimsatt, Director of Corporate Affairs Cynthia Monroe, Hartford, 30 years “Cindy is a very dedicated Employee. The Sponsors, Families and Residents that work with her currently or that she has helped in the past truly love her and say that she is very down to earth and easy to work with. She is willing to do whatever she is asked to do and does her very best with whatever she is doing.” Beverly Hocker, Greenville, 30 years
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Dannette Glenn, Big Springs, 30 years “Dannette has been working at Canterbury Healthcare since 1984. Her first position at Canterbury was as a Certified Nursing Assistant. . She has worked as a CNA, Restorative Tech and currently is working as a Rehab Tech. Dannette is a devoted employee. She is compassionate and hard working. She consistently has a smile on her face, even during adversity. Her work ethics, and customer service inspire all around her. She has been a valued employee of this center since day one, and will continue to be a valued person in all the lives that she has touched along the way. Thank You Dannette for everything that you do.” - Jennifer Noon, Director of Rehabilitation Ivory Williams, Doctors, 30 years “Ivory is one of those employees that you know you can count on to be here and do whatever she’s asked. We’ve been without a 2nd activities person and she has never complained -- she continues to work hard to ensure her residents are benefiting from her program. She’s a real asset to our organization and every resident here knows her and loves her -- she has a wonderful heart and I’m privileged to be working with her.” - Stephen Cutshaw, Administrator, Doctors Helen Goins, Laurel, 30 years “Helen Goins has worked in the Kitchen at Laurel Manor since her hire date. She loves her job and is one if the most dependable employees at the center. Her work ethic is unsurpassed. She sets the perfect example for commitment and dependability. Laurel Manor is honored to be her employer of choice.” - Juanita Honeycutt, RVP Southern Region Delilah Fore, South Shore, 30 years “Delilah often jokes that she “came with the building.” She demonstrates a great sense of humor and tries to improve every life she touches by offering a smile or patting a shoulder as she passes folks in the hallway. She is part of our interdisciplinary care plan team that provides exceptional health care and she strives to exceed expectations every day. Her wealth of knowledge has become so well-known that she is often called upon to assist other centers when they have dietary needs. Life would be much less rich in our center without Delilah!” - Elizabeth Townsend, Administrator, South Shore 95
BLUEGRASS REGION
“When thinking about our region, steady and stable immediately come to mind. Years of experience in long term care guides this region to consistently positive results and success. Education and development of key supervisors has lead to an internal network of successful managers with a pathway to center administration. � -Wanda Meade, RVP 96
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“ At Laurel Manor Healthcare, our goal is to increase the number of patients served on our Lighthouse Unit to 90% occupancy, which will place us above our commitment for total patients served. Currently we have reached 80% of our goal. We recognized the need in our community for a secured dementia unit. Over half of our referral base have this diagnosis. Current changes to the Preadmission Evaluation in Tennessee have become a challenge, due to the extremely strict guidelines. Focused documentation is the key; therefore we have enhanced education and established guidelines to ensure that we meet criteria for a continual stay. Overall we are excited to evolve into a new era in healthcare.” -Donne Brooks, RN, Director of Nursing Services, Laurel Manor
“Each of our centers took their individual market data and used it to answer some key questions that impact our business. Questions like; Who is our customer? What are they looking for? How can we serve them better? And what can we promise them that no other post-acute company can? Since each center’s business plan creation, the answers to these questions and market data collected has reinforced each action, helping us serving our customers better and better each day. As a result, the number of patients requesting us to serve them has risen roughly 5 % and a 48% increase in Medicare and Managed care. As with all thoughtful, individualized business plans, ours will continue to evolve to meet the needs of our customer. We are excited to see the execution unfold throughout the rest of year as we continue to systematically implement the various strategies of each plan.” -Kevin Crowley, Regional Vice President, Midwest Region
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“After the leadership conference in January 2014, we met collectively with the team to discuss Seth Godin “Tribes, We Need You to Lead” and received little to no response. I ordered the book for each manager with the hope that the enthusiasm would create a sense of thirst for a different level for Afton. I felt the desire to be a part of a Tribe without significant monetary rewards or major recognition can sometimes impact response. The part at the Conference where we were all on the drums with BSC, Regional staff and the Center Managers harmonizing to the same beat remain in our minds. Where do you start at Afton Oaks was the million dollar question? How do we make the Business Plan beat to the rhythm? After the first taste of success at the end of January, I felt the change first with the Admissions Coordinator then Activity Director. Their every action showed, “We can do this...” Later, other Tribe members felt the shared success and moved to another level in participation. This continued to filter ....... When going down the hall, there would be responses even from line staff...”Oh, great, we are getting another resident today!” Opposed to previous remarks like, “Oh, not another admission today.” Finally, the Business Plan for Tribe Afton was on the way to implementation. Our market unlike many others was geared at a unique and younger population. I gave each leader within the Tribe the autonomy to “move outside the box and look beyond the norm.” They are beginning to use that approach daily. The Admissions Coordinator’s unique ability to interact with this age group, their families and Case Managers proved to be to our advantage. The DNS challenged the rest of the staff to interact and manage this age group. I was challenged and charged with keeping the Tribe focused and together.” -Chandra Garrett, Administrator, Afton Oaks
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“The introduction of the business planning process was a big moment for Diversicare. Every center took on the task of sorting through data and market intel available to create a roadmap for achieving 2014 business goals. A properly thought-out and executed strategic business plan is a tremendous asset to anyone serious about taking their business to the next level. I have been thrilled with the business plans that have been a product of this process and am proud of the work that our tribe has put into this. Creating the business plan was just the first step. Now that you’ve got a blueprint, quarterly planning and evaluation of progress will keep you on track. All plans are modifiable. If you find that your plan needs tweaking because you are not seeing growth or expected gain in market share, make changes. Don’t forget to use your resources – your Region and BSC Teams are here for you.” -Tricia Bartlett, Vice President Sales & Marketing
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“It was important to the Southern Region and Center teams that we ensure that the Business Plans are more than an exercise on paper. We recognized that any significant business strategy involves some degree of change – in direction, focus, structure, process, or a number of other factors. During the research phase, we held multiple group calls so each Center could feed off of each others’ ideas and we included all members of the Center teams including the DNS, Admissions/ Sales, Social Services and others. The end result was individual strategies that really fit not only what we identified as market needs but also fit what the Centers were capable of accomplishing during 2014.“ - Laura Bucciarelli, Regional Sales & Marketing Director, Southern Region
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Projects Initiated as a Result of Thoughtful
Business Planning...
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METRO CENTRAL REGION
“The Metro Central Region is an everchanging dynamic that has evolved from 2 centers in Metro Louisville to the inclusion of a large sister CCRC and the integration of new acquisitions, expanding our borders beyond Metro Louisville to the now Metro Central. Diversity has made us stronger and the ability to quickly adapt to change and welcome new members to our family tribe are keys to our success.� -Missy Bentley, RVP 110
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“The definition of a fan is a person who is very enthusiastic about someone or something! At Wurtland Nursing & Rehabilatation, we recognize that in order to survive we must explore new partnerships and learn to adapt to the ever changing market needs. We have shared our mission to all of our tribal members and customers. To become the premier tribe and continue existence we strive to provide excellent results. By focusing on our commitments we will provide excellent care and our customers will become our network of fans. Our customers, who determine our existence, will assist us in disseminating this to providers across the continuum of care. The great experiences shared in our centers are the tools we will use to build our business and become the prominent provider.” -Sarah Willis, Administrator, Wurtland “Council Grove has built relationships with providers across the continuum by demonstrating our ability to provide excellent wound care services. I received my wound care certification in July of 2007. Since that time nursing staff have been educated on measures to prevent skin break down. They have also been empowered to act early on skin issues with appropriate interventions to get them healed as quickly as possible. Our skin prevention program starts upon admission with a thorough skin inspection by two licensed nurses and continues with weekly skin assessments. Our CNA’s have been coached to notify charge nurses of skin issues identified at any other time. Our treatment options are simple and are based on the characteristics of each wound. We have built a trusting relationship with our physicians to provide a solid skin prevention and treatment program.” -Becky Johnson, Director of Nursing Services, Diversicare of Council Grove “As a company we make decisions with patient/residents care and service as our basis. Living by this “decision tree” has served us well and have allowed us to move our centers and company to the next level enabling us to create a “network of fans” and build relationships with providers across the continuum of care. We partners with physicians and other providers to impact our residents and centers positively. I am proud and honored to work for a company who at its core keep the patients & residents first.” - Amanda Corrigan, Regional Vice President, North Texas Region 115
“In our ever changing position as post acute health care providers it has become extremely important to create a circle of impact and a network of friends that can be called upon to assist us in reaching our patient centered goals. We have aligned ourselves with the top two performing home health agencies in our county. These partnerships are in the early stages of development. they have already proven fruitful as these agencies are referring their hospitalized clients to our home our partnerships are built on trust!” - Eric Goforth, Director of Nursing Services, Hartford
“I believe that our partnerships with our families, patients, residents, employees, vendors and area hospitals specifically, help us create a collaborate network of fans. We are dedicated and focused on providing the highest quality of care, while establishing greater relationships through our area hospitals. We are in the process of becoming a preferred provider for one of our largest referring hospitals, Mercy East. Our “network of fans,” along with our relationships established has enabled us to positively position ourselves within the community, helped increase our referrals and boost our patients served numbers. “ - Amanda Peters, Administrator, St. Theresa
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“At Diversicare of Haysville we build partnerships and relationships with a purpose. Our proven model is to partner to deliver value to our stakeholders. With an integrated network of fans, residents can seamlessly transition from one care setting to another and enjoy the peace of mind that comes with partnering with Diversicare. We believe in the power of partnerships and collaboration to transform healthcare delivery. One of Haysville’s partners is Interim Home Health and Hospice, one of Wichita’s leading provider of healthcare services. Interim recently referred two respite patients to Haysville. The staff at Haysville provided exceptional care and unparalleled services to those patients during those short respite days. Great communication and the delivery of compassionate care and the positive working relationship with Interim, both residents admitted to Haysville for long-term care. We worked together seamlessly to transition the patients from home to long term care. It is important to work together to enhance quality of life for those we serve. Our network of fans are always evolving and growing for the benefit of the patients we serve. It’s all about helping people!” -Marni Eickelman, Regional Director of Sales & Marketing, Midwest Region
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“We are thrilled to celebrate this accomplishment of our eight centers and our employees. This recognition demonstrates our commitment to Diversicare’s mission to improve every life we touch by providing exceptional healthcare and exceeding expectations. Achieving the U.S. Centers for Medicare and Medicaid Services’ top accolade, an overall 5-star rating, illustrates the ability of our employees to deliver exceptional, clinical care with integrity, compassion , teamwork, excellence and stewardship to every patient and resident entrusted to us.” - Kelly J. Gill 118
2014 U.S. News Best Nursing Arbor Place of Clinton Diversicare of Council Grove Hardee Manor Healthcare Center Northside Healthcare St. Theresa- A Diversicare Transitional Care Community Treemont Healthcare & Rehabilitation Center West Liberty Nursing & Rehabilitation Center Yorktown Nursing & Rehabilitation Center
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experience
th dive sicare
IF T HE HEAT OF T HE SUMMER GET S Y OU DOW N, T RY T HIS COOL T REAT! CUCUMBER WAT ERMELON SALAD* * RECIPE ON T HE REV ERSE SIDE!
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The Diversicare Experience—a sales and marketing toolkit distributed monthly to each center within the company providing for a consistent approach to promoting our brand and growing our business.
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The Diversicare Difference What is unique about Diversicare Link is our availability to offer patients, residents, and families the personalized attention they deserve when making a decision regarding short term and long term care needs. We want to make the transition process as easy as possible.
Diversicare understands your need for quick and appropriate transition from the hospital to post acute care services.
Let Diversicare Link be your resource for choosing quality short term rehab or long 122 term care services.
“As CareLink Manager for the Bluegrass Tribe I can say I truly love my job. We make a difference in the patient’s lives by quickly placing them in a center where they can get quality care close to home. The addition of Tammy Rucker as CareLink Coordinator has also been a great asset for our team. Together, we assist our all our centers in placing patients that otherwise might have to go very far away from home if we didn’t dig a little deeper to get all the answers needed to finalize an admission. I work to help the centers reach financial targets as well by having a solid understanding of Managed Care, Medicare and Medicaid guidelines. Tammy has eased the work on our centers by doing the admission paperwork for them and is often able to do that at the hospital bedside which makes ease of flow of information and the transition to the center much easier for the patient.” Our Tribe has made great strides in the past year and we are seizing every opportunity to grow our business. We work together as a team to get the job done; we go above and beyond; strive to be better; grow and exceed expectations.” -Sheila Shelton, RN, CareLink Coordinator, Bluegrass Region “Communication is key- Sheila and I talk several times throughout the day to discuss strategic planning, admissions and any ideas to increase new business. Being available and visible to our health care professionals, letting them know our inclusive services offered.” -Tammy Rucker, CareLink Coordinator
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“The moment of connectivity to my team (tribe) occurred log ago when I realized these people were my friends and we were all working toward the same goals. Working together cohesively as a team produces better outcomes no matter the task and makes the job easier and fun.” - Leigh Ann Mullins, AR Manager, Carter
“Instant. I felt welcomed by other staff. Talisha and Delores have been a great support in direction and learning my new position.” - Tanteta Moore, Services, Brentwood
Social
“I feel connected every day to my Tribe. I am surrounded by and supported by the most dedicated ‘Tribe’. ” - Tiffany Patrick, Director of Nursing, Providence
What was THE moment of connectivity to your tribe?
“I connected to the Diversicare Tribe as soon as I started at Arbor Place of Clinton. Everyone was very helpful and encouraging to me. As I continue to grow with Diversicare, I love my job and strive every day to do my very best at it.” - Libby Jewell, Dietary Assistant, Arbor Place of Clinton
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GREAT LAKES REGION
“Great Lakes could be described as… A caring, dedicated, energetic group of people that genuinely have a passion for taking care of the elderly. We realize that we are better as a team than we are as individuals. We are committed to the Diversicare mission and will do what needs to be done to be successful while trying to have fun in the process.” -Stephanie Hess, RVP 126
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Challenge the Status Quo!
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“We are BEST CARE and I AM THE LUCKY ONE!!!! (Not that they don’t need me) Our name really fits our center and staff. Our center is really DIVERSE. We range from typical LTC residents to an Adult Daily Living Center. This includes a Life Steps Unit with an excellent Rehab Program for skilled residents with multiple needs, to our special Lighthouse Unit for Dementia residents. We have 110 beds, with a variety of payers, presently 30 are Medicare. WOW! We have gone through several Mission 212’s which heightened our awareness of the increased need to keep the referral list ready for any openings, at any time. New job descriptions were distributed to our nurses empowering them to increase their impact. This, along with frequent FYI nursing meetings, keeps everyone informed, motivated and working on performance outside the box. The Clinical Start Up, Daily Connect and Case Management Review are all in place and working exceptionally well. The nurses have all taken on the responsibility and follow through in a more accurate, timely manner. Everyone in our center represents Best Care to the community, even if they are not aware: • Nursing has “carry in meals” and makes Holiday specials for the residents on their hall. They even go above and beyond for residents that are going out for special family events by providing clothing and hair dos. • Several work on our monthly Family Day Luncheons, each which have specialty speaker. • Some attend the local 55 clubs and high rise apartments, have bingo and provide refreshments & prizes. • The Manager of the Adult Day Care has an annual car show, and hosts the local business club that meets in our center. She is a real go getter. • There are multiple community events--Halloween in the building, Easter egg hunts, etc. • All collect for the food pantry and community outreach programs. • Thanksgiving Dinner for the local fire fighters. • The Activity Department always has something on the horizon for everyone. • Staff recognition is always showing off. Longevity of the staff cannot be over looked. All have their unique ways of showing care and compassion so teamwork really shines through. One can really tell they care about their residents. So yes, I am the lucky one! I have a great team with super ideas. They just need a little coaxing to keep enthused and keep reaching for new goals to challenge the status quo, arranging a smooth slide for all our home runs.” -Barb Rowe, Director of Nursing Services, Best Care Nursing & Rehabilitation Center
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“Recognizing Excellence... The status quo is much like a habit. A habit is defined as ‘an acquired behavior pattern regularly followed until it has become almost involuntary’. Some habits, like how you put your shoes on, which shoe you put on first, are just fine and don’t need to be changed. In IT, things change so fast we are always having to review and reevaluate our processes, our habits, our status quo. Why do we ask centers to work out their own shipping, why can’t we send them prepaid return labels? Why do we repair and send them back the same equipment, why can’t we cross ship replacement hardware? Why do we update LTCNET in the middle of the day, what if we did it at night? The above are examples of habits we have challenged and changed for a positive impact.” -Brian Cole, Vice President IT Operations
“Challenging the status quo is a way of life for the Gulf States Region. Robin Jones challenges us every day to take the initiative in developing business plans and creating clinical programs that assure our success. It would be far easier to react to the changing marketplace in LTC with excuses and apathy. Instead, Robin challenges us to work toward initiating changes that position our region for excellence in meeting our financial goals and clinical outcomes goals. Robin’s leadership provides us with a pathway to success through helping us challenge the status quo.” -Kathi Duke, Director of Clinical Operations, Gulf States Region
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“Challenge the status quo... As in rock the boat, think outside the box, change “what we’ve always done” in a purposeful manner, take calculated risks. Taking calculated risk leads to innovation and process improvement. Three levels of challenging the status quo that I continue to see on a regular basis: 1. Challenging own area of control 2. Recommending a minor change to another 3. Proposing change for a broader impact Look around and see how these efforts are improving the lives of the residents and patients we serve. Read the family members’ comments on how their loved ones were cared for in their last days. Listen to Administrators and DNS’s that are re-energized in the leadership of their centers. Tribal Leaders, many thanks as you continue to embrace and put this goal into action. Being challenged=Being inspired!” -Jennifer Mangrum, Vice President of Financial Operations
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“That’s the way we’ve always done it... One of my girlfriends was making a roast one day. She cut off both ends, seasoned it and put it in the oven. I asked her why she cut off both ends. She thought about it for a minute and said “I don’t know, let me ask my mom.” Her mom’s response was “We could only afford one pan. The road didn’t fit unless I cut off both ends.” How often do we continue on the same path because “that’s the way we’ve always done it?” Be curious. Ask. Sometime all it takes is one question for an “Ah Ha” moment to occur. Don’t be afraid to branch out of your comfort zone and make a ruckus. The worst thing that can happen is you will be told no. If you are consistent, over time you will be able to turn the ‘no’ into a ‘yes’. About the time that most people are ready to give up is when real change is about to occur.” -Jeanne Booth, Regional Director of Sales & Marketing, South Texas Region
“Since late 2013 many changes occurred within our organization that prompted the loss of key personnel at Hartford Heath Care including: marketing/admissions, accounts payable/payroll (hr, workers comp, etc) and social services. How did our tribe respond? We battened down the hatches! Tribe members rose up, accepting more responsibilities in order to equalize the admissions and accounts payable/ payroll duties. A new tribe member was added to fill in the social services gap. By subtraction we became a stronger tribe, working together to meet our corporate and personal goals.“ -Les Hogan, Administrator, Hartford
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Forum Diversicare Leadership
Culture Care Connect
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DIVERSICARE LEADERSHIP FORUM As part of a continued effort to challenge the status quo and seek out opportunities for improvement within our organization, we are excited to introduce the Diversicare Leadership Forum. The Diversicare Leadership Forum is a group of distinguished leaders comprised of Administrators and Directors of Nursing Services representing each of our Regions.
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During the inaugural meeting of the Diversicare Leadership Forum, the members assembled at the BSC and collaboratively defined the forum’s charter, objectives, and guidelines. Leadership Forum Charter The Diversicare Leadership forum is a group of highly regarded center leaders who provide a vehicle for communication between center-based team members and the BSC to ensure field-based business needs are being met, company initiatives bring value, and down-stream effects of such initiatives are considered. Our company will be a better company with better outcomes as a result of the input of this Forum. Objectives of the Forum Serve in an advisory capacity as center representatives to the BSC Represent the interests of center based Administrators, DNSs, and caregivers Leadership Forum Guidelines Members of the Leadership Forum will be: Champions of culture Resources/mentors to new leaders within the company Representatives on special projects Company ambassadors
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Gulf States Region
Great Lakes Region
Mark Tuggle Diversicare of Big Springs - Administrator
Tammie Campton Diversicare of Bradford Place - Director of Nursing Services
Inga Handley Northside Healthcare - Director of Nursing Services
Tom Cunningham Diversicare of St. Theresa - Administrator
Midwest Region
Southern Region
Paula Gant Diversicare of Council Grove - Administrator
Trella Wilson Arbor Place of Clinton - Administrator
Rebecca Johnson Diversicare of Council Grove - Director of Nursing Services
Kalena Lima Briarcliff Health Care Center - Director of Nursing Services
Bluegrass Region
North Texas Region
Cindy Salyers Boyd Nursing & Rehab - Administrator
Tom Killingsworth Lampasas Nursing & Rehab - Administrator
Peggie Rayburn Wurtland Nursing & Rehab- Director of Nursing Services
Angela Washington Doctors Healthcare & Rehab - Director of Nursing Services
Metro Central Region
South Texas Region
Robb Durham Highlands Health & Rehab - Administrator
Trista Winkenwerder Yorktown Nursing & Rehab - Administrator
Tiffany Patrick Diversicare of Providence - Director of Nursing Services
Vivian Flores Chisolm Trail - Director of Nursing Services 139
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“At 211 degrees, water is hot. At 212 degrees, it boils. And with boiling water, comes steam. And with steam, you can power a train. Just one extra degree makes all the difference.� - Sam Parker
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MISSION 212 Mission 212 is an action packed admissions enhancement initiative. Company-wide, we leverage the collective and diverse strengths of clinical, operations and sales teams in order to provide a higher, more responsive level of service and support to our customers by assisting them in swiftly achieving safe and timely admissions to one of our centers.
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Region Champion: Southern Region TN Mountain Goats 143
Region Champion: South Texas Super Heroes 144
One TEAM, One GOAL MISSION 212 0
September 5th-15th One Extra Degree Changes The Game
Region Champion: Midwest Coaches 145
Region Champion: Bluegrass Region The Tribe That Warms Your Heart 146
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SOUTHERN REGION
“Southern Pride – A group of caring, dedicated leaders on a purposeful journey forging toward the Diversicare Mission and Vision.” -Juanita Honeycutt, RVP
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“Here at the CBO we have been focusing on positivity and appreciation. Through the leadership of our Sr. Director of Revenue Cycle, Dawn West, our CBO managers are have been participating in an exercise to think about what they appreciate and what they are thankful for on a daily basis. Each CBO manager has taken a self-evaluation and the results were returned to each Manager. Each day the manager places their thoughts on what they most appreciate in an appreciation jar of their own. Periodically when times get tough, the managers can reflect on positive items that they have written down and placed in their jars in the past. In addition, we will have an exercise to place all thoughts into one bucket and share these thoughts with each other. The next step for the team is to take the self-evaluation again and see how positive a person you are now vs. when you first took it.” -Chris Bahrke, Vice President Revenue Cycle “I found out very early in my LTC career that the key to making a difference is listening to those around you. I have always made sure that I listened to what was being said and tried to validate the reason those words and opinions were important to others. To then take those issues and try to improve situations has always been the goal. This is the first step in making a difference in those lives you touch.” -Kim Marshall, RN, Clinical Reimbursement
“For Oakmont of Katy we are heightening the culture of accountability by listening to our tribe members concerns through a newly developed Nurse Aide Council. The staff works together to determine what processes need to be re-evaluated or structured to provide better services to our residents as well as making our staffs’ jobs easier. The new buffet style dining service was implemented by all team members and has dramatically improved customer concerns about meal service at lunch. The team is currently working to develop a plan how to move this service to all three meals in the very near future. My experience has been that, despite the fact that we have raised the bar for our benchmarks,the team has rallied around improving our indicators across the board. We are more focused and driven to ensure that our resident satisfaction is not just a survey we do; it’s the foundation of what we do well today and what we need to focus on tomorrow.” -Sarah Aho, Administrator, Oakmont Healthcare & Rehabilitation Center of Katy
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“Teamwork: Coming together is a beginning, keeping together is progress. Working together is success”. This has been a favorite quote of mine since April, 2012 when I had the opportunity to be a part of the leadership to begin the many success stories of Arbor Place of Clinton. I have an open door policy and with that I have found that my tribe leaders and direct care team feel comfortable coming in and talking with me. My midnight team will often leave notes to share concerns and ideas with me. I always take time to respond to my team by leaving them a note or giving them a call on their shift. By listening, responding, and following up with my team they clearly know my expectations as their leader and always know the patient is clearly the center of all our decisions. One of my SRNAs on the midnight team left me a card that hangs in my office saying….”Thank you for the kindness and appreciation of my heart and duties as a CNA….and thank you for listening, hearing and understanding…” This made my day! Our “extraordinary employee” bulletin board, employee tokens, employee of the month, it pays to pay attention are some of the programs that have been implemented for my tribe to heighten culture of accountability at Tribe Clinton.” -Trella Wilson, Administrator, Arbor Place of Clinton “Accountability starts with a personal commitment to our mission and values. Acquiring the best talent, educating them and making our expectations clear is an important step in establishing accountability. Tribe members must share the vision and passion to connect to each other, show eagerness to learn and teach new ideas, and then have the ability to hold each other accountable. With this passion comes challenges. Striving in basing decisions on our mission and values and not compromising on anything less than what is expected contributes to accountability. I have experienced success by listening and connecting to my tribe , being a leader with reinforced expectations, being transparent with progress , and awarding tribute and establishing consequences when needed.“ -Carolyn Grooms, Senior Director or Operations, DTS
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NORTH TEXAS REGION
“We have created a culture of accountability and defined clear results within our Tribe. Whether it’s our patients served, NOI, or turnover percentage--we have clearly defined goals. Then we ensure alignment amongst all of our team members. Everyone must know what they’re working for and how their job pushes the Tribe forward. This results in joint accountability for outcomes. In our environment of shared accountability, it is impossible for anyone even to think, let alone say, that he has done his job if the Tribe has not achieved its goals. North Texas is the place to be!”
-Amanda Corrigan, RVP
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“Since the opening of Arbor Place of Clinton in August 2012, we have been so blessed with the teamwork of our staff. This is displayed in so many ways at Arbor Place of Clinton. All of Diversicare’s cornerstones of care: consistent assignments, clinical processes, core essentials, and safe transitions of care take a team effort. One particular cornerstone of care that comes to mind at Arbor Place of Clinton is safe transitions of care. This transition takes a team. We have several residents who come to us for rehab to home and if not quite ready for home then to our personal care level. Our wonderful therapy and nursing department along with other vital departments provide an individualized plan to see the person reaches their goal and keep the light at the end of tunnel shining. From a personal experience, my dad who is 87 had a life threatening spinal cord compression last year that required emergency surgery. Like many family members my mom also dreaded the thought of placing my dad in a nursing home and my dad had the fear that he would not be able to go home. At Arbor Place of Clinton, the persistence of our therapy department and excellent care nursing provided gave him the ability to return home in less than two months. This example of coordination and continuity of health care from home to long term care with the use of teamwork at Arbor Place of Clinton has been not only inspiring personally but also professionally.” - Charity Frazier, Director of Nursing Services, Arbor Place of Clinton
“Every day when I am in centers I have the opportunity interact with our caregivers. They constantly remind me of their dedication and commitment in achieving excellent resident and patient outcomes. My recent experience has been with Cissie Horton, CNA at Ballinger for 21 years and Deena Doyle, CNA at Doctors for 28 years. They model the Cornerstones of Care and truly have a heart to ensure that our residents and patients have positive care experiences. The time I spend with our direct caregivers in the center renews and refreshes my commitment to excellent patient outcomes.” -Glenda Nelson, Director of Clinical Operations, North Texas Region
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“I first want to say how excited I am to take on a new role and to join Tribe Metro! In my new role as DCO, I am presented with both the challenging and exciting opportunity to assist in the development of an emerging tribe that is made up of a diverse group of centers. The Cornerstones of Care will serve as the common ground foundation that will unite the Metro centers in their commitment to quality outcomes and positive resident experiences. With a focus on the elements of consistent assignments, clinical processes, core essentials and safe transitions, we can celebrate and promote the diversity of our centers with the knowledge that the Cornerstones of Care is a driving influence of our operations.” -Amanda Bata, Director of Clinical Operations, Metro Central Region “At Bradford Place we have implemented a comprehensive interdisciplinary approach to our processes including clinical start up, welcoming new admissions, and customer service. We have implemented post 24-hour and 72-hour admission visits to discuss expectations and ensure we are meeting their expectations. This has improved our patients’ experience and has been validated through their evaluation of their experience at our center. Our administrative staff is connecting with our vendors, families, and future clients on a daily basis to assist our admissions department in generating referrals and community knowledge about our center. Our patient served has grown since we have taken an IDT approach to educating our community about our center and the services we offer. Bradford Place is taking a team approach to drawing attention to our center by providing pastor groups a meeting space, reaching out to specialists to join our team, organizing events such as Dine and Dash, and the center supporting area events such as The Alzheimer’s Walk.” -Tammie Campton, Director of Nursing Services, Bradford Place
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“Leadership… We’ve recently read “Leadership = The ability to take people where they couldn’t or wouldn’t go without you”. I have a true passion for teaching and thrive on seeing the learner “get it”. I feel so blessed to have the opportunity every single day to share knowledge and empower our Nurses to be the best they can be. We often forget the impact we have on those we correspond with on a day to day basis; everyone has something to teach, and we all have more to learn.” -Leslie Johnson, Clinical Reimbursement Specialist, Midwest Region
“By moving forward with changes and improvements in our Quality Review system and implementing expected standards, organization, participation and timely outcome sharing, this will only help lead us towards the Quality Outcomes we expect and have become known for and enjoyed in the past. In once again embracing our Quality Review process, we will be able to self-identify our opportunities and be proactive with the outcomes helping the centers in maintaining the Quality Care and Services we provide to our residents/patients. Together We Are The Best!” -Howard Stone, Sr. Director of Regulatory Compliance
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CORNERSTONES OF CARE The cornerstone (or foundation stone) concept is derived from the first stone set in the construction of a masonry foundation, important since all other stones will be set in reference to this stone, thus determining the position of the entire structure. In 2014 Diversicare introduced our “Cornerstones of Care� and the following initiatives: Measurements of staffing, Clinical guidelines with scoreboard, Collaborative seating and positioning standards, Clinical competencies, & Interact 3.0 Integration.
Consistent Assignments
Clinical Processes
Safe Transitions of Care
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Core Essentials
“Each morning in Clinical Start-up we sit together to come up with plans of care for our residents.” - Yedda Martin, MEDR, Carter “The ‘Daily Connect’ meeting that we have every morning I believe has had a huge impact on our staff. I believe it keeps everyone ‘in the know’ of things and it allows questions to be answered, and updated to be given. The Daily Connect provides the communication necessary for the tribe to be better prepared each day.” -Clint Thompson, Social Services Supervisor, Best Care “Daily connect and the format helps the whole team with communications and cooperation in keeping the residents always at the top of the priority list.” - Dorothy Parker, Administrator, Riverside In our Daily connect meeting we cover all facets of operation of the center. This meeting enables me to be informed about all issues in the past 24 hours, the condition of all of our residents, the management of our lives served, the staffing of the entire center and concerns of staff members. All members of the management team exit the meeting knowing what needs to be shared with the rest of the tribe members and enlists their assistance for follow-up.” -Randi Kiphen, Administrator, Best Care 165
SOUTH TEXAS REGION
“South Texas is a Tribe of highly experienced, motivated and engaged team members. We come from different backgrounds but are connected by an innate passion for the patient’s we serve. We are in sync and move in a common direction to promote a winning culture. We have a lot of fun and enjoy planning both clinical and operational strategies to exceed expectations. We are the HOT! HOT! HOT! Region that has a positive flow of energy that promotes teamwork for the success of all.” -Tina Blahofski, RVP 166
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“Do you trust the drums of our Tribe? We all know that sometimes the easiest route can be to go along with others, to give a cursory nod to a pledge, or goal but when you make it personal – suddenly things are in a different perspective. We all have friends in our profession that we see at association meetings, trainings, conventions, etc. We all lament about the trials and tribulations of our business but when truly confronted with the question of do you believe in your Tribe enough to recommend their services to someone you hold dear, how do you respond? An industry friend of over 20 years recently came to me about selling his center. He wanted to ensure that the residents and staff that he loved and the business that he had proudly and lovingly built over forty years was not just sold to anyone or any company but entrusted to a team of caring, resident centered individuals. Could I recommend our tribe members to him? Could our Tribe continue his family legacy of excellent care and services? I certainly believe so and have made that commitment to all of our stakeholders to exceed the day to day expectations of our positions and be an advocate for our company in and out of the markets we personally serve. You cannot sell a service that you do not believe in. If you don’t believe in the end product or service that you are offering, do you have a strategic plan in place to get it there? As a part of the Diversicare Tribe, we are all committed to presenting a product or service that exceeds the expectations of our stakeholders. Do you trust the drums of our Tribe?” - Wanda Meade, Regional Vice President, Bluegrass Region “Most would assume the focus of the finance department at the BSC is on our Company’s shareholders when we refer to our commitment to stakeholders, but we want the field to know that we see you and the patients/residents we serve as our primary stakeholders. Our team should always be focused on enabling you to best care for our ultimate stakeholders – those who are in our daily care. This is our commitment to you. We believe that by keeping the patient at the center of everything we do we best serve all of our stakeholders, which is also ultimately best for our Company’s shareholders.” -Jay McKnight, Executive Vice President & CFO “Over the past 2.5 years, Sheila Dosher and her acquisition integration team have successfully transitioned 19 new center into the Diversicare Tribe. During this time, they have also helped give a proper send-off to the 15 centers in Arkansas and West Virginia that have left our family. For most of the team these efforts have been in addition to their day-to-day responsibilities, yet their commitment and drive has been steadfast. Nowhere was this more evident than the recent additions of Avon Place and Ontario Pointe as they navigated challenging circumstances to (yet again!) successfully welcome two new members to the team. Please join me in congratulating them on a job well done!” -Joe Deans, VP of Acquisitions 171
“I wanted to take a moment to share with all of you how proud I was of the St. Theresa team at the recent mission campaign. As I am new to St. Theresa, I was not sure how engaged all would be as we hit the road making calls to tell the community what a great place St. Theresa is and how we are able to meet so many of the community’s health care needs. As we planned our approach and then implemented our plan, I was so encouraged to see how the team embraced the challenge and pushed one another to be better. I am very proud and fortunate to be working with such a fine team of professionals and we all look forward to great days ahead.” -Tom Cunningham, Administrator, St. Theresa “When I learned I was chosen to blog about “exceed commitments to all stakeholders” my first thought was, “Who, me?” Yes, I had made 637% of commitment in the last Mission 212, and I’ve pulled the center from red ink to black, and like others work a 60 hr week; but my real focus has always been on Diversicare’s first and primary goal of “Improve every life we touch”...that’s not just clinically, or through good nursing care; but also through life enrichment. What enriches one life is entirely different than what enriches another and that is where passion for our life’s work comes into play. One could say I’m not super-talented, I can’t sing, dance, or play a musical instrument, but I can sew a button, hold a hand, sit awhile, speak encouragement, share a laugh.. a tear.. a prayer. What I am trying to say is if we always “keep first things first”, our hard work will be honored and we will reach the other goals as well; only then we will be known for what is truly important, will stand apart from the masses, and be known as premier health care providers. Remember, a 100 years from now it will not matter what your bank account was, the type of house you lived in, or the kind of car you drove, but the world may be better because you made a difference in the lives of others. What have you done today to enrich someone’s life?” -Gay Lane, Administrator, Manor House of Dover
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“The Riverbank Builder... When asked about my leadership style, I usually have a variety of answers. Sometimes, I’m a coach, peacemaker, counselor, motivator, mentor, even a drill sergeant; whatever the situation calls for. Most importantly, I’m really a Riverbank Builder. Anytime, I go to a new center, I encounter a ton of energy among our team members. This energy can be positive or sometimes a negative force that disrupts operations. I see this energy as a river flowing everywhere. It’s my job to build banks for this river of energy and direct it into the tasks that define our success. This is how I look at building high-performance teams. Once a strong team is created with goals and energies aligned, they can do anything. You can shatter expectations bringing centers high above the perceived potential. This is how to break records, build strong businesses, and exceed commitments to our customers, company, and stakeholders over and over again.” -Mark Tuggle, Administrator, DIversicare of Big Springs “Recently, we accepted a short term patient who had suffered a bad experience at another nursing center. Upon arrival the Director of Nursing Services, Social Worker, Sales & Marketing and I all met with the resident. She and her daughter had one message for all of us; “We need good care and will not accept anything less.” Naturally, we assured them that we would do the best job we could and helped the resident settle in to the center. To make a long story short, I came into the office last week after the resident had discharged to find a thank you note from both of them. In the note the daughter had written “you promised great care and that is what you gave. Sincerely, thank you.” I am proud that we exceeded their expectations. By delivering great care we improved our reputation. This will help us improve our patients served daily, which will help us improve fiscal stewardship and allow us to help more people. Ultimately, our core values and patient centered care will help us to exceed our commitments to all stake holders!“ -Chris Weedman, Administrator, Estates 173
“There are three core elements that I believe contribute to exceeding commitments. Those elements are Hard Work, Trust, and Perseverance. 1. Hard work: As leaders we must be willing to work hard. Others follow our example. We must influence others to be productive but also invest time in our co-workers to discover what motivates each one of them to achieve the goal at hand. We must have a “we” attitude. It takes a team to exceed goals. I am only as successful as the co-workers that I am surrounded by. 2. Trust: Being a trustworthy person and giving that trust to others enables a team to produce results. It can also increase their productivity and engage our co-workers. When a team can rely on each other’s actions, attitudes and motives it puts that team in a place to achieve great things. 3. Perseverance: Webster defines Perseverance as: the quality that allows someone to continue trying to do something even though it is difficult. To me, perseverance is about finding a positive in a “not so positive situation.” Our business can be very demanding and even difficult at times but again we must lead by example. Attitude is Everything. Obviously these are not the only elements that contribute to exceeding expectations but they are at the top of my list for building great teams that continue to exceed the expectations that we put before them. I am honored to be a part of this team and look forward to what lies ahead for our region and Diversicare.”
-Amanda Gillott, Regional Director of Sales & Marketing, Gulf States Region
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Each year the MyInnerview by National Research Corporation recognizes skilled nursing centers, assisted living, and independent living communities that achieve outstanding resident and/or employee satisfaction: This is done through their Excellence in Action award program. We are proud to announce that for the 2013-2014 Excellence in Action program, five Diversicare centers were recipients of this prestigious award. Congratulations to the recipients: • • • • •
Lynwood Healthcare and Rehabilitation Center - Customer Award Winner & Workforce Award Winner Northside Health Care - Customer Award Winner Hartford Health Care - Customer Award Winner Elliott Nursing and Rehabilitation Center - Customer Award Winner South Shore Nursing & Rehabilitation Center - Customer Award Winner
This recognition is a direct reflection of our tribe members’ dedication and commitment to live out our mission to improve every life we touch by providing exceptional healthcare and exceeding expectations.
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DEFICIENCY FREE SURVEY
Boyd Nursing & Rehabilitation Center Diversicare of Nicholasville Yorktown Nursing & Rehabilitation Center 176
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EMBRACE As a company, we are committed to success. In fact, we want to be the most successful company in our industry. Embrace embodies the very essence of who we strive to be. Every employee within our organization should know how they personally contribute to the mission and organizational goals and understand the value of their contribution. Our mission and core values allow every one of our team members to be aligned on what matters most to our company. Diversicare is committed to building positive relationships, beginning with our dedicated employees. Embrace provides a platform for our employees to improve communication and the overall customer experience for our patients, residents, and their families. By actively seeking care connections, our employees immediately foster meaningful relationships. Every interaction between Diversicare employees and our patients and residents is an opportunity to improve their lives and enhance their experience at our Centers. Furthermore, every detail of that encounter sends a message! With Embrace, our employees can ensure that these interactions result in meaningful care connections.
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Our Diversicare team is pleased to announce the launch of Embrace, an opportunity to better serve those in our Center by providing meaningful care connections with designated employees. By matching patients and residents with specially trained staff, we can enhance relationships and positively impact the patient/resident, employee, and healthcare partner experience through the care continuum. Upon admission we strive to:
Better anticipate or identify patient and resident needs to proactively offer the care, resources and services that will meet or exceed their expectations
Provide relationship, compassion, caring, and support, increasing patient, resident, and family communication to positively impact the quality of care and the customer experience
Act as advocates and liaisons by assisting patients and residents navigating transitions and decisions, as appropriate
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BRENTWOOD SUPPORT CENTER
“The BSC has an energetic work environment with a goaloriented culture that is committed to quality improvement where everyone strives to grow individually, but also most importantly as a Tribe. We consider our Tribe to be Family. We work hard, have fun and have an unwavering commitment to the fulfillment of our mission to improve every life we touch by providing exceptional healthcare and exceeding expectations.�
-BSC Leadership
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“The word Ruckus is defined as a ‘disturbance’, ‘commotion’, ‘uproar’, and here at Diversicare and North Texas this is exactly what we are doing! Every day we are pushing the envelope and do not believe that “less is more, but MORE IS MORE!” Our commitment to make a ruckus is a pledge to our patients, residents, family members, and staff to always challenge ourselves to not be satisfied with the “status quo”. We are always looking for opportunities to improve care and have better outcomes for the patients and residents we serve. Heretics are often known for making a ruckus and we are proud and honored to be part of the Diversicare Tribe of Ruckus making Heretics!” - Amanda Corrigan, Regional Vice President, North Texas Region “Making a Ruckus. For those of you that do not know me, ‘Ruckus’ might be my middle name. This is exactly how I feel each and every day. Staying stagnant, in my opinion, is boring and dull. No excitement. When you wake up each day and want to make a difference, that’s when things happen. The Central Business Office (CBO) constantly feels pressure from me to challenge everything we do today in an attempt to make it better. We will try things that fail, but if we didn’t try new ideas and thoughts, nothing would ever improve. Creation of the CBO itself made a big Ruckus in this organization. It has enabled us to scale while not driving up expenses proportionately. This was a challenging project that we are still learning from today. In addition, the is more opportunity to continue to improve our processes within the CBO and our collaboration with other departments within the organization. This process will never stop! I feel very fortunate to be part of team that comes together for the same reasons and drives for the best. The one promise that I will make is that I will continue to make a ‘Ruckus’ in search for the most profitable, collaborative, and efficient company in our industry.” -Chris Bahrke, Vice President Revenue Cycle “At first glance we all tend to think of ‘making a ruckus’ as a negative impression. Not at the BSC! Making a ruckus is our way of ‘making a great lasting impression’. As the Executive Assistant, I receive calls from all walks of life for top management every day. My favorite are calls from resident’s families to know we’ve exceeded when caring for their loved one, a reflection from each individual who contributes. We’re here to serve the entire group of stakeholders in our tribe with a positive experience that will last a lifetime! Whether it starts at the top & filters down or starts at the bottom and excels upward the lasting impression is most important! Get on board…ask yourself every day when you leave your work area…..’did I make that lasting impression today?’” -Jackie Reed, Executive Assistant 187
“I have two Make a Ruckus experiences that stand out, but in both cases, it was with a group of the Diversicare tribe who were together for learning and celebration. Most recently I got to join the STX tribe for their regional meeting and they gave recognition to the Centers, but the “trophy” was what made a ruckus. There was the “big cheese” and my favorite was Chico, the caped canine mascot of the region given for a deficiency free survey. The outcome was laughter, clapping and an authentic ruckus of celebration. When I visited the Alabama regional meeting, I was welcomed into the tribe and received my “red feather” which I had to wear in my hair but it still hangs on the plant in my office as a symbol of their inclusion of me into their tribe. Both experiences taught me that our time together should be fun, informative and allow each of us to become part of the Diversicare tribe.” -Terry Frisby, Vice President of Human Resources “‘Leaders Make a Ruckus’: Recently, our tribe has been working on rehospitalization issues in the region. When this project started, everyone was convinced that our approach to this issue was solid. However, it was evident from the outcomes that we needed to make a ruckus. In many cases, a ruckus does not start out as a full blown disturbance. We went quietly from center to center assessing the situation and engaging all concerned for honest feedback. This ruckus started out as a whisper of maybe we are not doing this right and has progressed to a full blown disturbance whereby leaders have the confidence to acknowledge very loudly that change is needed in order to move the needle in this area. This small whisper of a ruckus that started in a small corner of this region is now taking shape in to a full blown movement for the entire region. To me, that is really what you want from a ruckus!” -Robin Jones, Regional Vice President, Gulf States Region 188
“‘The old rule was simple: the best way to grow an organization was to be reliable, consistent and trusted. The goal was to gain market share bit by bit. The enemy, however, was rapid change, as that led to uncertainty, risk and failure. Our industry especially has a long history of conservative tribes, of groups of people who relish in the status quo.’ – Paraphrased from Tribes by Seth Godin The big news is that long-term care and post-acute care is changing. You can feel the pulse of the industry starting to quicken. People are talking and tough decisions are being made. As an industry, we are yearning to change the status quo. The subject line: ‘make a ruckus’ can sometimes be misunderstood. But the question that begs an answer is this: What remarkable things are we doing to excite people to join our tribe? Over the past 18 months, rapid change has been all the Midwest region has known. The old structure has been transformed. The conversation of ‘that’s not the way we’ve always done it’, has been replaced with, “together how can we do it differently.” That is powerful. Tribes are about faith, about a belief in a common purpose. Our collective purpose is that we can impact change by improving every life we touch. With the realization that stability is simply an allusion and that changes are the only constant, how are you making a ruckus?” -Kevin Crowley, Regional Vice President, Midwest Region
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“As we all know change can be a terrifying thing. I started in this center over three years ago and never imagined that all this change would occur and occur so quickly. One day we are going on with business as we have always known it and then suddenly it was announced that we would no longer be family owned and operated. The surprise and devastation was overwhelming. Several staff members were so scared and overwhelmed that even before the change could take place they left. I will be the first to say change is something I did not want, I thought everything was the way it should be and we needed no improvements. Honestly I thought there would be a bunch of corporate people in here telling us how everything we did was wrong. Thankfully I stuck it out through the change and have really been surprised at the outcomes. My eyes have been opened to so many things I had never seen before. For example the positioning of our residents, yes I saw them daily, but had become so accustom to what I saw daily and working with materials we had, that I never thought twice about it. Since the change and noticing the positioning, the company has empowered us to get new wheelchairs for the residents, and also new electric beds and mattresses; not only does this make the residents more comfortable but also makes the staff take greater pride in their work. Next was the “corporate” term I so dreaded, but after being able to attend the leadership conference at the BSC and meeting the tribe that is a word I no longer use. I learned that I do have an entire tribe of people that are willing and eager to help me with any issues that may come our way. It is true the BSC is not a corporate office, it is truly a support center. So I just want to thank each and every member of the tribe for allowing me this opportunity to join you all in providing exceptional healthcare to every resident we serve.” -Misty Ratliff, Director of Nursing Services, Diversicare of Nicholasville
“Transitioning a new center into the Diversicare portfolio is never easy, but the operations team makes it look easy. There are many facets involved to integrating a new center onto our platform and the process is a coordinated effort across the entire company. Beyond clinical and field operations, much work is done to ensure that the various disciplines are prepared for Day 1 activities including: IT, HR, payroll, risk management, finance/accounting, reimbursement, therapy and facilities management. Once again, join me in congratulating the entire transition team on another job well done as we successfully welcomed Belle Meade Home in Greenville, KY on October 1st.” -Joe Deans, Vice President of Acquisitions
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“SUCCESSFUL ASSIMILATIONS... You should all be very proud!! Growing a tribe isn’t always easy…….but it sure is FUN!!! I want to share with you the difference between assimilation and acquisition. To acquire is to ‘add to’ the act of increasing, but to assimilate is to ‘absorb’. It is bringing a new center and their team into the tribe in every way – absorbing them into our culture, our ways, our standards, our TRIBE! There is probably not a single tribe member that assimilation does not touch. And, so many things have to happen to be considered a SUCCESS! Without each and every one of you, we couldn’t do what we do!! In addition to your full-time job, you each go above and beyond and for that I am extremely grateful and blessed to be on such a dynamic team…….. Thank you for all that you do!” -Sheila Dosher, Vice President of Strategic Initiatives “When I was asked to write a blog about what others do to motivate each other and work toward achieving our goals, I had several of our staff cross my mind. I think about all of my coworkers and I am blessed to work with this group of people. They all are kind caring people in so many different ways. One thing we do to motivate each other is a “Brag” board. Any staff member is allowed to write a note to post on this board for everyone to see. They can post notes about who came in to work to help cover a shift, who went above and beyond to help a resident or just a positive word such as, “You rock”, “Good Job” or “Way to Go”. This board is placed in a public area for staff, residents and visitors to see and read. It shows our team spirit, our kind hearts and motivates each other to do better as they all want their name up on the board for others to see.” -Melinda Throckmorton, Director of Nursing Services, St. Joseph Chateau 198
“In any service-based industry people make up our “Portfolio”; our greatest collection of assets. In the Human Resource realm, those people are our team members. We are on a mission to bring together a “tribe” of like-minded individuals so we can, together, accomplish something amazing. In order to successfully assimilate new team members into our portfolio it is important to first understand each other. What strengths do they bring to the tribe? What expectations do they have of the tribe, and what can the tribe expect from them? New team members need to be united with the existing team and taught the company’s goals and expectations. Establishing solid relationships with the team is essential. Bring the team together to share ideas, knowledge, and skills; this can promote strong relationships where they are comfortable seeking each other out for assistance or guidance. Communication is the key to change. Establishing open and honest communication will help forge the connection to bring the team together; and keep the tribe as one.” - Lori May, Diversicare of Human Resources, DTS
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Diversicare of Big Springs - A Transitional Care Center Huntsville, Alabama “One of the most challenging tasks when taking on new additions to the portfolio is implementing Diversicare’s informational technology in the new center. This technology integration is one of our key strategies to driving the high-quality outcomes that we’ve come to expect. Transition usually brings out fears, resistance, and feelings of distrust among personnel as well as a huge learning curve. However, in the case of Diversicare of Big Springs, in the last few months since acquisition, we’ve successfully rolled out AHT conversion, electronic medical records and administration, Smart Charting/kiosk documentation, shared drive access, and an electronic CNA Care Sheet. In addition, we now utilize iCIMS, Orangetree, Ultipro, Epicor, and a full host of other resources that make our jobs more efficient. The roll outs were well-planned and well-received. It wouldn’t have been possible without the continued support of our BSC team as well as a patient IT Department. These advancements have had a strong impact on the way we do business and we’re excited to see what the future holds.” -Mark Tuggle, Administrator, Diversicare of Big Springs
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Avon Place - A Transitional Care Center Avon, Ohio
“Becoming a new member of a family can be scary but our introduction and integration into the Diversicare Tribe was made fairly seamless! The Brentwood Support Center and acquisition team provided leadership, close guidance and tools to help all of our team members acclimate pretty quickly. Thanks for bringing Avon Place in as part of the Great Lakes Tribe!� -Avon Place Team
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Ontario Pointe - Senior Living by Diversicare Ontario, Ohio
“Making the transition to Diversicare has been basically 3 things: challenging, exciting and filled with hope. The team and I were excited about the future here, and recognized the core values that Diversicare stood for. It’s what we strive so hard to accomplish. Good care and reputation have always been our first priority. Diversicare shared our beliefs. Hope is what we felt, when we realized we were able to continue employment with a company which represents our same values.” -Jamie Adkins, Administrator, Ontario Pointe
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St. Joseph Chateau St. Joseph, Missouri “St. Joseph Chateau’s staff are adjusting well to being a Diversicare center! We feel blessed to have our needs listened to and addressed regarding our center, ie: transportation, equipment, Regional and BSC support staff, etc. It is not uncommon to walk into St. Joseph Chateau and see smiles on staff and resident’s faces, as we truly have become one big family. Our resident population is filled with many interesting people, many of those have faced many difficult challenges in their lives due to their mental illness. Our staff become a part of their family to fill the void of family and friends that are no longer involved in their lives. Hugs, laughing and joking are a very important part of all of our lives at Chateau. It isn’t uncommon for residents to tell staff, ‘I love you’, or ask them to give them a hug and staff love to reciprocate. Recently, one of our new charge nurses, came in on her day off, with her nail polish in tote, and polished residents nails and visited with them. She already fits in to the family at St. Joseph Chateau!” -Robin Knutter, Administrator, St. Joseph Chateau
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Diversicare of St. Joseph St. Joseph, Missouri
“We became a tribe on July 1st 2014, and with all hands on deck, the Diversicare Tribe turned us into one of their own.� - Courtney Hale & Team, Diversicare of St. Joseph
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Riverside Place - A Diversicare Transitional Community St. Joseph, Missouri “The acquisition of Riverside Place was a unique experience for all who were involved. We had the honor of meeting the matriarch of the company who is currently a resident at the center and the mother of the original family operator. The team at Riverside, assisted by one of the family members, had put together story boards that went back in detail to the 1920s depicting the history of the center, community and the family. The center is very proud of their heritage and we are proud to now be a part of it.� -Sheila Dosher, Vice President of Strategic Initiatives
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Diversicare of Greenville Healthcare & Rehabilitation Center Greenville, Kentucky
“Diversicare of Greenville was born on October 1, 2014. In our short time as part of the Diversicare Tribe, we have embraced our mission to improve every life we touch by providing exceptional healthcare and exceeding expectations.� -Stacey Bullock, Administrator
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Diversicare of Nicholasville Healthcare & Rehabilitation Center Nicholasville, Kentucky “Change is difficult to handle, especially in the work environment. The resistance to change is even more difficult to manage. None has been more evident than the culture change at Diversicare of Nicholasville. Most crave change in the workplace, but yet uncomfortable and terrified when it occurs. Staff was fearful of the unknown. The most challenging part of the culture change process is having the staff “buy-in”, including management. In order for that to take place we had to start small; something as simple as the name change. “WE ARE Diversicare”, not “THEY AT Diversicare”. We had to constantly acknowledge the change. We also encourage open communication from all staff. The front line staff know what works and what does not. Several of the changes have enhanced the type of care that is provided to our residents. Once staff actually witness some of those changes, they start to buy in. Our staff at Nicholasville are starting to settle into the constant change in the workplace. The more they are engaged in the process, the more successful we will be at Diversicare of Nicholasville.” -Sam Frazier, Administrator, Diversicare of Nicholasville “Everyone was warm and welcoming and willing to assist in making me feel part of the team.” -Allison Pelfrey, Activities, Diversicare of Nicholasville
“On day one when I walked into the building they accepted me with open arms.” -Damien Morton, Housekeeping Supervisor, Diversicare of Nicholasville 215
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“I became involved with the MDS after a nurse colleague encouraged me to learn more about the RAI process. Sixteen years later I am so grateful that I took her advice. I have learned over the years through working with RNACs that resident care is a passion. I have always maintained that nurses who become passionate about the RAI process instead of seeing it as a mandated government form, help to define quality care. I so enjoy teaching and training with our RNACS and I have found that through ongoing training and continuing education we will ensure success in achieving quality outcomes and changing the lives of our residents and their families. I am often asked what makes the best RNAC. I think it is accuracy, integrity, collaboration and commitment. I Never forget that these individuals are the representatives of our resident’s voice and champions of care.” -Kim Oliver, Sr. Director of Clinical Reimbursement
“I joined the North Texas tribe in June of this year and have been very impressed by the care and compassion I have seen in our regional team and the teams in each of the buildings. We truly are a tribe because I have seen how people in the buildings will reach out to other buildings to encourage and cheer them on when they are having a challenging time especially with census in their center. There is a loving rivalry that helps to motivate each building’s teams to do more than average – to BE more than average in their building and in their community. With doing and being more than average comes a pride that is displayed to the community through interactions with providers and in the care provided to those entrusted to their care. Positive outcomes result from doing what is best for those entrusted to their care and our residents in turn reach others in the community expressing their positive experiences with our caring and compassionate team of professionals. All of which helps optimize our marketplace vantage.” -Debbie White, Clinical Reimbursement Specialist, North Texas Region
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“Through our community networking events and conversations with discharge planners affiliated with local hospital groups, it was noted that there was a need for increased bed availability for those residents in need of palliative care. Our team toured the local Hosparus inpatient unit and hosted a luncheon with our staff and the Hosparus team to further explore this need. We have designated four rooms in a specific area of the center for palliative care and are operating these rooms as private rooms and making environmental improvements to the rooms with the needs of this care segment in mind.” - Robb Durham, Administrator, Highlands “As individuals, we all learn differently, and this holds true for our customers as well. Some learn with the sharing of words, while others require a more tangible learning experience. When ‘word sharing’ (verbal outcomes) did not allow for the desired forward movement and partnership with an important physician in the Dallas market, the Clinical Liaison promptly changed her approach. She shared printed patient outcomes and invited the physician for a personal tour of the unit and private discussion with center leadership. Positioning outcomes in writing and offering this physician the opportunity to view our product firsthand resulted in instantly moving the collaboration to the next level, and we are on track to have this influential physician group attending our center by February 1, 2015. Effective positioning of outcomes means knowing how to present them in a way that matches the learning style of the recipient. Ultimately, the better we know our customers, the more successfully we are able to optimize our business, and this success affords us the opportunity and honor to care for more patients.” -Jessica Waldron, Regional Director of Sales & Marketing, North Texas Region
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“When thinking about outcomes, I think about the entire customer experience. Clearly great clinical outcomes help us sell our brand, but they are not all that matter. From a financial perspective we must ensure that we provide prompt, accurate information to expedite the admission process and allow for continuous and consistent growth of patients (customers) served. Our customers rely on our knowledge and the information we provide in order to make decisions about selecting us as their provider of choice as well as their continued stay. It should be our goal to make sure that our customers are well informed and fully understand how their stay will be paid. If they are left with balances they did not anticipate and cannot pay, the overall experience is soured. While the customer may rave about their great clinical outcome, they will complain about the unfavorable financial/billing experience and diminish our overall approval. Open beds should be available for customers who have viable payer sources. When we allow non-paying customers to occupy our beds we are utilizing our resources (staff, food, medical supplies, transportation etc.) without payment. We must always be mindful of our responsibility to be good stewards of available resources and use good judgment in their expenditure. “ -Roger Walls, Regional Business Office Coordinator, Gulf States Region
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“Being the administrator of a rural center in a town with three other buildings is a challenge. The fact that Diversicare Martin, Tennessee has a Lighthouse is fantastic. However there are two other similar units in my area. Each admission is a challenge; as a Team (including the BSC and my RVP) we look to be the ‘Yes’ partner with our referral sources and are be very proactive in planning for admissions as well as discharges. We strive to make sure that every one of our residents receive all the services they need and a safe discharge is accomplished. We have found that by asking ourselves ‘What can we do to make sure we exceed a resident’s expectations ‘ with every admission, we have increased their satisfaction with the care they receive and they tell others in our community. In a small town, word of mouth means everything!” -Jeffrey Gabbert, Administrator, Martin
“Central Intake has the pleasure of working with the Diversicare Tribe along with our managed care partners. We see on a daily basis how our centers care for residents and achieve outcomes that allow us to move the residents to the next level of care. The positive outcomes we have allows our managed care partners to see Diversicare as a partner that will continue to work with the patients and discharge to the appropriate level of care as soon as possible allowing for us to care for more residents. Central Intake is proud of the positive outcomes our company has and enjoy working with each and every tribe.” -Annette Stubbs, Central Intake Manager
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Projects Initiated to Optimize
Occupancy Based on Market Needs...
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EXPANDING MEMORY CARE SERVICES AT LAUREL MANOR & WURTLAND NURSING & REHABILITATION CENTER
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WHITE ROCK TRANSITIONAL CARE UNIT AT DOCTORS HEALTHCARE & REHABILITATION CENTER
White Rock Transitional Care Unit has been completely renovated to ensure our patients are able to enjoy each day in warm, comfortable surroundings that allow them to focus on their recovery.
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Looking
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Happiness is staying connected and being the best you can be Attitude is just as important as ability – be respectful Passion – we are all part of something very special Positive impressions will last a lifetime You are unique and make a difference everyday New beginnings with a new year – inspire loyalty Effortlessly swift with customer interactions We are warm, knowledgeable and competent Years go by quickly, enjoy them Exceed expectations Appreciation of life – strive to improve personal and company performance Reflect a professional impression through appearance and behavior 229
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