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!

DifferentiatorsWhat makes you

different?

What differentiates you?

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 death…add 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

A Culture of Collaboration

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 workstylesession 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: Nursing and Engagement

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

Arbor Signatures

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

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

Arbor Signatures

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