September 2011

Vol. 17 No. 9

T h e S o u r c e f o r A s s i s t e d L i v i n g M a n a g e m e n t , N e w s , a n d P o l i c y I n f o r m a t i o n

2011 Performance Measures Demonstrate Commitment To Resident Quality Of Life

in this issue

2 Awards: Arkansas Nurse Making A Difference

6 Recognition: Environmental Engineer Creates Feeling Of Home

NCAL’s 2011 Performance Measures Survey revealed that 99.3 percent of the

respondents conducted criminal background checks on newly hired employees and 97 percent had a licensed nurse available to staff and residents on a 24-hour basis.

The Performance Measures Survey asked NCAL members about how they evaluate the quality of assisted living in nine operational areas. The areas examined include: resident and family satisfaction surveys; employ-ee satisfaction surveys; resident cen-sus or occupancy rate; use of resident councils; use of family councils; level of nurse availability; use of mission and vision statements; implementa-tion of safety programs; and criminal background checks for all staff.

Approximately 25 percent of NCAL’s membership participated in the 2011 survey, an increase from the 16 percent that participated in NCAL’s first survey conducted in 2010. The 2011 survey also includes a comparison with the 2010 results.

With data from 2011 and 2010, the report noted, “Solid statistics from two continuous years indicates the survey is efficient to collect valid data on assisted living performance measures.”

The 2011 survey found that 89 percent of responding assisted living communities measured resident and family satisfaction and established resident councils.

“The results of the 2011 Perfor-mance Measures Survey are signifi-cant for the profession in that they

validate the method in which NCAL is collecting data on performance mea-sures and demonstrate the commit-ment of NCAL members to the quality of their residents lives,” says Shelley Sabo, NCAL’s director of workforce and quality improvement programs.

The Performance Measures Survey is one of two surveys used in NCAL’s Performance Measurement Initiative, which established quality indicators that providers can use in their opera-tions and consumers and policy mak-ers can understand.

The 10th measure—employee turn-over—is covered by NCAL’s profes-sion wide Employee Vacancy, Reten-tion, and Turnover (VRT) Survey.

The 2011 Performance Measures Survey findings are posted on NCAL.org.

>> pg 2

Administrator Of The Year Committed To Enriching Resident And Staff Lives

Robin Aman exemplifies the quali-ties of a committed and heartfelt

administrator of an assisted living community, successfully leading her staff in enriching the lives of their residents.

Located in Stevenson, Wash., near the Columbia River, Rock Cove As-sisted Living is a nonprofit, affordable assisted living community for seniors and individuals with disabilities. Aman leads a staff of 23 in taking care of 35 people. Her personal and

professional goal is “to be able to continue to serve my community, providing the highest quality of care for those who need assistance.”

Rock Cove residents benefit from her love and dedication to the greater community. “When someone moves in, we don’t just help tend to their needs, we adopt them as family,” Aman says. Rock Cove has been Aman’s home away from home since 2001. Aman is currently working

Aman

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Rachel Ellis is assistant admin-istrator of resident care at Gardens at Osage

Terrace, a 45-unit assisted living facility in Benton-ville, Ark., that serves seniors with low incomes who are Medicaid- eligible.

“Her everyday work ethic, compassion, em-pathy, and heartfelt care make a difference in the lives of seniors,” says Kim Goins, administrator of the Gardens. “Any time you see Rachel with residents, family mem-bers, other staff, or physicians, you can tell she is mindful about them.”

The criteria used to select the na-tional recipient of this award include the nominee’s demonstration of out-standing compassion, achievement, and capabilities in his or her provi-sion of high-quality, person-centered

care in a service-oriented culture within an assisted living community.

Ellis’ outstanding compassion and person-centered care were dem-onstrated when, after a resident’s daughter died, Ellis took the afternoon off and took the resident out for some ice cream just like her daughter used to do. Ellis helped the resident grieve by listening and reminisc-ing with the resident.

Ellis is often found checking in on residents to make sure things are going well.

“We are so proud because Rachel truly demonstrates leadership quali-ties that inspire her staff members to deliver care and services that the res-idents find highly satisfying,” says Donna Childress, executive director of the Arkansas Health Care Associa-

tion/Arkansas Assisted Living Association.

Ellis’ commitment to the better-ment of others transcends her role as a supervisor into a role model and mentor of staff.

“She knows that in caring for the elderly, a team must run smoothly, have the desire to work as a unit, be well trained, and have the sup-port they need,” Goins says. “Resi-dents and staff in our community describe her as guiding, outgoing, respected, strong-willed, and a truly rare person.”

“I am delighted by this honor and have realized that my part within the Gardens team has had an effect on the care that others receive,” Ellis says.

“True heartfelt emotions are not something you learn, it is a gift,” Goins says. “Ellis displays this atti-tude to everyone, and because of that, she is an amazing role model.”

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NCAL Nurse Of The Year’s Compassion Making A Difference

Ellis

Administrator Of The Year, continued from page 1

on a grant to enhance Rock Cove’s intergenerational program between local school students and her resi-dents. She tries to keep the residents active in the community, whether it’s Easter egg hunts, an annual wine-tasting fundraiser, or taking residents out to judge the Christmas tree lights. Thanks to Aman, every Stevenson town event involves the Rock Cove residents.

Within Rock Cove, she works with residents to involve them in mean-ingful activities and adventures. For example, she took a resident on a hot air balloon ride for a 90th birthday

celebration. She’s taken an 87-year-old resident to a horse ranch so the resident could go horseback riding after not having ridden for 20 years.

“Every day is a celebration of life, from spa therapy, music therapy, and intergenerational activities beyond just bingo,” says Mike Brantley, a caregiver who works with Aman.

“This award is not something that is earned by one person; it is earned together as a team,” Aman says. “I have the most wonderful team of staff that work hard and well togeth-er to achieve great things. I know

my staff commitment toward our residents comes from their hearts.

“There are challenges every day, but I believe in tackling them with a smile and a positive attitude,” Aman says. “There is nothing we can’t ac-complish together.”

Aman loves her life’s work at Rock Cove. “To see the tears of joy in resi-dents’ eyes and make them sparkle again is so heartwarming. They make my life complete,” she says. “So to be recognized for our hard work, fun, and dreams is an accomplishment beyond my expectations.”

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The dictionary defines recog-nition as formal acknowl-edgement, special notice, or

attention. The definition does not, however, communicate the impor-tance of recognition or the human need for such credit.

Administrators and managers are often keenly aware of the craving their staff feel for recognition, but are often short on both approaches to do so and time to plan for recogni-tion events.

Not only is recognition desired by caregivers, it is also an important catalyst for performance excellence, business success, and profitability. The most current research indicates

that 99.4 percent of today’s employ-ees expect to be recognized when they do good work. Employees who do receive recognition where they work are:

Five times more likely to feel valued.

Seven times more likely to stay with the organization.

11 times more likely to feel completely committed.

The connection between employee recognition and employee engage-ment, satisfaction and loyalty has also become very clear-cut. Em-ployees who are committed to the organization deliver an increased level of motivation and performance,

resulting in increased customer satis-faction, greater customer loyalty and enhanced bottom-line success for the organization.

Recognition and rewards are im-portant because they are among the most significant, yet straightforward strategies to drive performance and success through employee motiva-tion and retention. There are many opportunities available to recognize and reward caregivers. Member-ship in the NAHCA is a form of professional recognition and pres-ents many opportunities for formal appreciation and acknowledgement. For more information, visit Nahcacares.org.

By Lisa Cantrell, Chief Clinical Officer, National Association of Health Care Assistants (NAHCA)

Caregiver Tip Of The Month:

Don’t let the sun set on yoursuccess story or big iDea.Share it at the AHCA/NCAL 2012 Convention & Expo in

taMPa, FLoriDa!

The American Health Care Association and National Center for Assisted Living are seeking presentations from professionals in long term care. We are looking to showcase the best and the brightest minds in the long term care profession.

Submissions should be submitted electronically beginning Sept. 5, 2011 at www.AHCAconvention.org

All submissions must be received by Nov. 30, 2011

2012 CAll for PreseNtAtioNs BeGiNs sePt. 5, 2011—eNds NoV. 30, 2011

Employee Recognition Needed For Performance Excellence

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Ponderosa Retirement: 2011 National Assisted Living Week Programming Award Winners

Living life is just what the residents of the Ponderosa Assisted Living Commu-

nity, in Yakima, Wash., did during the 2010 celebration of National Assisted Living Week (NALW). Thanks to the residents, family members, and Ponderosa staff, everyone had a good time.

This recognition means that Ponderosa successfully incorpo-rated the 2010 National Assisted Living Week theme, “Living Life,” into their activity plans, and implementation resulted in outstanding special activities and community events for residents, their families, staff, and volun-teers to enjoy.

“Our activities were tailored for the residents’ enjoyment,” says Lori Crow, Ponderosa’s executive director. “These activities acknowledged and reminded the residents of how many peoples’ lives they continue to touch, while celebrating their own lives’ past, present, and future.”

For example, in “Living Life: Com-mitment to the Local Community/Memories!” there were two types of trivia contests about the local community.

During the Canvas of Life activity, everyone contributed their painting skills to creating one large mural.

At dinner, there was a Gratitude Ceremony that included local reli-gious leaders and city council and local community members. An invo-cation was delivered by Rev. David Helseth of the Englewood Christian church, and Yakima Mayor Micah Cawley delivered a message.

Ponderosa’s own residents, DeWitt

McAbee and Bill McDowell, sang songs afterwards.

“Living Life: Frugally and Fi-nancially Responsibly in Order to Live Luxuriously!” celebrated how saving money can allow people to enjoy luxuries in life. After a morn-ing scavenger hunt, resident price-watchers showed off their skills in a trivia contest about current best buys, food prices, and tax-deductible items. Directors held a sort of “Price Is Right Swap-Meet Style,” where directors held up items purchased at a second-hand store and asked the residents what the costs of the items were and which item held the most value.

In the afternoon, a financial advi-sor made a presentation about being financially responsible.

The day ended with a lavish social hour and gala dinner to celebrate how to use those financial savings to live life luxuriously.

The week ended with “Living Life: Gratitude to Those Who Serve!” A

staff appreciation brunch was held. Women received facial treatments, manicures, or massages, and men took a day trip to the Yakima Flight Museum.

“By involving some local people in our NALW events, we were reminded of all we have contributed and that we are still able to make a dif-ference in so many people’s lives,” Crow says.

Advanced Sales Summit For Seniors Housing In Naples, Fla.

Learn about the latest research from Margaret Wylde, owner

of ProMatura, a senior housing research firm, and Russ Watson. They will discuss their findings of what qualities make a top-performing sales professional at the 15th Annual Advanced Sales & Marketing Summit For Se-niors Housing, Assisted Living, and Nursing Industries on Dec. 5-6, 2011, in Naples, Fla., at the Ritz-Carlton Beach Resort. This year’s the theme is, “The Grow-ing Gap Between Top and Bot-tom Performers.” To obtain more information and to register for the event, visit TheAdvanced-SaleSummit.com.

From left to right: Annie Oord, activities director; Lori Crow, execu-tive director; and Marilee Ramos, director of marketing at Ponderosa Assisted Living Community.

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What Matters Most To Assisted Living Residents?

Do you know what your as-sisted living residents would recommend to others about

your community? Are you aware of what your customers are saying and what’s important to them?

Knowing what mat-ters most to the people who have the greatest impact on your referrals—your customers and their fami-lies—provides valuable insights into operational performance improve-ment. What’s more, a comparison of your performance against your peers reveals where to focus your competi-tive positioning. Understanding your

strengths and opportunities help you identify potential improvement areas, operational efficiencies, and where

you can differentiate yourself from your competition.

Based on the 2010 nationwide sur-vey of assisted living communities by My InnerView, the top 10 areas that as-sisted living residents would recom-mend to others include:

1. Homelike atmosphere2. Responsiveness of management

3. Comparison of charges4. Choices/preferences5. Competency of staff6. Responsiveness of staff7. “Grow as person” opportunities8. Quality of amenities9. Sufficiency of personal

assistance10. Comfort of room/surroundingsAre these also opportunities for

improvement within your organiza-tion? What would your residents recommend about your assisted liv-ing facility? Have you surveyed them recently?

NCAL’s data partner, My InnerView, has set the professional standard to

>> pg 6

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Noble Caregiver Delivers Feeling Of Home To Residents Everyday

During the day, Eugene Ring is the Heritage at Dover’s (Del.) environmental engineer. In

the summertime, he might be grill master, and at Christmas time he’s Santa Claus.

Ring received the award because he has demonstrated outstanding person-centered care that contributed to the well-being of his colleagues and residents. His former supervisor, Executive Director Vickie Cox, gives him high praise.

“In the five years Eugene has been with us,” Cox says, “he has improved the well-being and overall morale of this community with his everyday outgoing attitude, demonstration of initiative, and by going above and beyond his regular duties.”

For instance, every year he hosts residents and staff for an annual pic-nic at his home. He started a resident men’s group and takes them out to breakfast once a month.

He builds wooden cases for resi-dents and staff to display their hand-made quilts. He plays Santa Claus for residents and voluntarily helps them

move furniture when he’s supposed to have a day off. He responds to residents’ alarms going off and calms their fears without complaint, Cox says.

As leader of the community’s safety committee, Ring has imple-mented changes within the residence that increased residents’ safety by removing hazards that could cause them to fall.

“Before coming to Heritage, I had been in sales and customer service

for more than 20 years,” says Ring. “However, nothing compares to being able to deliver services to our seniors.”

“His demonstration of respect for residents, co-workers, family members, and volunteers at all times is so evident, he’s become a great addition to the marketing team,” Cox says. “In addition, he offers to give tours for prospective residents.”

Ring’s outstanding demonstration of customer service extends to his co-workers. For example, he per-forms home repairs for co-workers who can’t afford to hire someone. He helped a deceased co-worker’s wid-ow with her vegetable garden, which delivers locally grown vegetables to residents and staff.

“Whether I am driving the bus, running to a fire alarm, or unplug-ging a toilet, it is what I love to do,” Ring says. “Residents have their own special traits, but they come to us needing a smile and the feeling of home. That is my goal for them every day.”

Ring

help you collect and analyze your evidence-based data for a clear and accurate picture of what your resi-dents, families, and staff think about your performance as a provider and as an employer. Gaining insight-ful feedback from survey data, you can identify what matters most and quickly determine priorities for action.

The NCAL Satisfaction Assess-

ment Initiative is helping to build the first national assisted living customer and employee satisfaction database. Beyond the benefits at the organizational level, a large database of assisted living employee and cus-tomer satisfaction survey data will provide evidence to help our profes-sion tell its story.

Your participation gives a unified, evidence-based voice to assisted

living quality care and service that impacts policy and proves the great value we provide to families and taxpayers.

If you are not yet participating, we encourage you to find out about the NCAL Satisfaction Assessment Initiative. For more information, contact My InnerView at (800) 601-3884 or info@myinner view.com.

What Matters Most continued from page 5

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RiskManageMentin Assisted

Living

NCAL 2012SPRING CONFERENCEMarch 13-14, 2012 New Orleans, Louisiana Royal Sonesta Hotel

RegistRation opens this Fall!

www.ncal.org

thRee tRacks:n Operations n Legal

n Public Affairs/Customer Relations/Media

Learn best practices and real world actions you need to understand to fully manage risk in your community.

NCAL-Spring2011-7.5X10AD-FINAL.indd 1 8/9/11 2:16 PM

T h e S o u r c e f o r A s s i s t e d L i v i n g M a n a g e m e n t , N e w s , a n d P o l i c y I n f o r m a t i o n

NCAL is the assisted living voice of the American Health Care Association. NCAL Focus (ISSN: 1095-5585) is published monthly by the American Health Care Association (AHCA), 1201 L Street, NW,

Washington, DC 20005. Copyright © 2011 by AHCA. Reproduction in whole or in part is prohibited without written authorization from the copyright holder. NCAL or AHCA members’ subscription fees are included in

membership dues. AHCA is the nation’s largest federation of assisted living, nursing facility, and subacute providers. AHCA has 47 affiliated organizations, together representing more than 10,000 individual facility members.

EDItoR: Lisa Gelhaus MANAGER, FoCuS PRoDuCtIoN: Shevona Johnson

NCAL BoARD oF DIRECtoRS: Nicolette Merino (Chair), Jim Birchem, Ashley Blankenship, Deb Choma, Vickie Cox, Helen Crunk, Marcia Dooner, Edie Gerelli, Patricia Giorgio, Howie Groff, Jeffrey Hyatt, Brad Klitsch, Cindy Luxem, Christian Mason, Deborah Meade, Joe Perkin, John Poirier, Neil Pruitt Jr., Michael Shepard, Jan thayer, Robert Van Dyk, Brett Waters, Kristin West.

Your suggestions and feedback about NCAL Focus are welcome. Contact Lisa Gelhaus by e-mail (lgelhaus@ncal.org), by phone (202-898-2825), or by writing to the address above.

1201 L Street, NW Washington, DC 20005

CEAL And UNC Promote Person- Centered Care Domains Of Practice

The Center for Excellence in Assisted Living (CEAL), a collaborative of national provider, consumer, and advo-

cacy organizations, and the University of North Carolina at Chapel Hill (UNC) have released a report on person-centered attributes and indicators.

“The creation of person-centered attributes, along with measurable indicators developed by diverse national assisted living experts, is critically important to inform the Affordable Care Act [ACA] legislation,” said Sheryl Zimmerman, PhD, Kenan professor and co-director of the Program on Aging, Disability, and Long-Term Care at the Cecil G. Sheps Center for Health Services Research at UNC. “They clarify the dis-tinction between ACA’s mandated person-centered practices as opposed to institutional practices that may no longer be funded” by the Centers for Medicare & Medicaid Services.

Building on this report, CEAL and UNC plan to conduct field research to test and validate the person-centered attri-butes and assisted living indicators.

The report can be accessed on TheCEAL.org.