Great People + Strong Process=Profit Shirley Paulk R.N.
Senior Vice President of Sales and Marketing The Arbor Company
Michael Levine
Vice President of Sales and Marketing Chelsea Senior Living
What does this mean to you?
Why people in our business suffer!
Differentiators
What makes you different?
What differentiates you? ď‚—
Chelsea Signatures
1. Ribbon cutting for every move in 2. Personal gift at move in up to $10.00 3. Dept. head assigned to each new move in for first two weeks with a log sheet, then each dept. head in first two weeks will also need to find out one new thing about the resident 4. Ambassador program 5. When we visit our residents in rehab, staff, and leads ,and bring them the picture .. 6. Journal for residents and staff to sign for anyone that moves out for higher level of care (over 90 days) or death‌add pictures 7.Executive Director calls families quarterly
Triad Meetings Executive Director/Sales/Nursing setting weekly expectations with team Assessments Move ins At risk Room readiness Paperwork still needed Walkthrough of community
The Differentiators in Philosophy
Showing the Team Your Dream
Where you are financially (census, goals) Leaderships conference- the who we are Teaching them the storytelling technique Explain the why Having a team plan
Arbor connected with a Work Place coach for better quality hiring that align personal characteristics with our culture
Operational leaders respect Arbor’s sales-centric culture
Goal is to see how we think/work and relate with others
1:1 individual debriefing is followed by a team workstyle session involving ED/SCC/RCD
Sessions identify areas of where teams are compatible and where they need ground rules for collaboration
A Culture of Collaboration
Understanding team dynamics is framework for success
Understanding how executive department leaders think/relate and work helps each position ideas for success/avoids resistance and minimizes conflict
Collaborative sessions with our communities’ teams held twice a year [sales/nursing/engagement]
A Culture of Collaboration
From a sales person creative ideas will emerge
Weekly meetings with entire team energizes everyone!
Implementation of new programs needs nursing/dining/engagement buy in
Each provides the elements needed for success in a synergistic way: leadership shows folks how
We are a four legged stool in decision making: as a result the following signature programs were developed
A Culture of Collaboration: Nursing and Engagement
Engaged Living: a three tiered approach to GEM level programming ◦ Identification of residents by personal programming needs ◦ GEM levels, from Sapphires to Pearl, identify the progressive stages of dementia and the characteristics of the residents at those levels and the programs that best fit
Sapphires: Fully independent in cognitive skills Diamonds: Sharp/clear, but cutting if not in their own setting Emeralds: They are ‘FINE’/ flaws obvious to others/on the go! Ambers: Lives in the moment/unaware of bigger environment Rubies: Limited awareness/can’t express needs/rhythm rules Pearls: Hidden is a shell/unable to move/quiet/lost
Arbor Signatures
Perspectives…selling from the HeART
◦ A sales training program that extended into ED, nurses and engagement ◦ All bought in to the process of home visits, creative follow up and developing personal portraits of life stories ◦ Use these pre-move in stories to develop social profiles ◦ Use selling techniques for moving loved one from IL/to AL or AL to MC ◦ Now part of every day vernacular and process
Dining with Dignity
◦ ALFA award wining dining program that allows favorite meals to be enjoyed by all residents regardless of their physical or cognitive impairments
Any meal can be ground and managed by hand and swallowed easily due to nature of texture and form Improves nutrition, manages weight loss and maintains personal dignity The meal experience is of the same quality in memory care as in main AL/IL dining room: linens, garnish, menu offerings Residents, families and staff all benefit from this respectful style of dining
Arbor Signatures
Transitional Living Care ◦ A post-acute stay for residents being discharged from acute hospitals who are unsafe to return home alone ◦ 14-30 day stay that gets them out of hospitals sooner and works to reduce re-hospitalizations ◦ Provides outcomes from care alliances to hospitals ◦ Provides Disease Management Fact Sheets ◦ Allows for clinical intervention in a supervised setting ◦ Positions a community as a valuable care partner as it pertains to the Affordable Care Act Medicare penalties ◦ Gives families time to decide long term living options
Arbor Signatures