Customer Satisfaction Lessons from Gold Quality Award Recipients
Brought to you by the Customer Experience Committee
Moderator: Heather TerHark-Monreal, Vice President of Ancillary Services, Vivage Senior Living
Panelists: Angela Watkins, Administrator, Magnolia Manor of Marion County, Maureen D. Carland MA, RN-BSN, NHA, Administrator, Maine Veterans Home- Scarborough
Description: Providing good service for our patients and their families, and our staff is both crucial and expected. If we stop at patients and staff, we may find success, but we also lose opportunities. Identifying all customers, and actively programming to assure their satisfaction is difficult. Do you consider your referral sources to be your customers? How about care providers when patients leave your service? Are you actively working to provide excellent customer care for your payers? What are you doing to include your durable medical equipment suppliers, surveyors and the local media in your customer list? Developing and actively working to improve these relationships will increase your chances of building life-long friends and partners. In this session Gold Award recipients will discuss best their practices in understanding, improving, and sustaining excellence in engaging all customers.
Learning Objectives:
- Identify a comprehensive list of your customers.
- Understand the different engagement preferences for each customer.
- Develop individualized strategies to pursue satisfaction for each customer.
Focus on Life Safety
Brought to you by the Emergency Preparedness and Life Safety Committee
Speaker: David Hood, BA, Senior Advisor and Technical Fellow, Jensen Hughes
Description: This session will review the most common citations on the Life Safety survey, including the emergency operations plan review, and how to avoid them.
Learning Objectives:
- Understand common Life Safety Citations.
- Identify strategies to effectively prepare for a Life Safety Surveys.
- Identify steps to maintain effective and compliant emergency preparedness programs.
Building Trust and Why it Matters
Speakers: Kate B. Hilton, JD, MTS, Faculty, Institute for Healthcare Improvement Leadership Faculty, Atlantic Fellows for Health Equity, George Washington University, Courtney Bishnoi, Vice President of Quality & Regulatory Programs, AHCA/NCAL, Jerald Cosey, BA, HFA, CAN, Healthcare Speaker & Operational Leadership Development Director, American Senior Communities
Description: Too often, trust is absent between leadership, management, and employees in long term care facilities. Research shows that the erosion of trust negatively affects patient quality and safety and staff well-being and vaccination uptake. This session addresses this gap by equipping leaders to use trust-building methods. Based on the science and art of trust building, this workshop provides participants an opportunity to learn and practice using innovative trust-building methods that will help them build trust with staff for vaccine uptake and develop a culture of safety and wellbeing.
Learning Objectives:
- Attendees will identify how to assess the conditions for trust in their facility
- Attendees will be able to identify and practice trust-building communication practices for empathy, logic, and authenticity.
- Attendees will be able to explain clear next steps about how to build trust at scale across their facility.
The Role of the Medical Director in Assuring Optimal Quality Outcomes Under PDPM
Moderator: Daniel E. Ciolek, PT, MS, PMP, Associate Vice President, Therapy Advocacy, AHCA/NCAL
Speakers: Vicki Dodson, BSN, Senior Vice President, Patient Services, National HealthCare Corporation, Rajeev Kumar, MD, CMD, FACP, Chief Medical Officer, Symbria
Description: The Medicare Part A Skilled Nursing Facility Prospective Payment System (SNF PPS) Patient Driven Payment Model (PDPM) was implemented on October 1, 2019. PDPM dramatically changed the focus of care from resource use, primarily the rehabilitation therapies, to a more holistic focus on resident conditions and other characteristics that impact rehabilitation potential, resource use needs, and quality of life. Included in these changes is an increased focus on the appropriate identification, coding, and care planning of primary and co-morbid medical conditions that need to be managed during the resident’s stay. This became readily apparent during the onset of the COVID-19 public health emergency in March 2020. The PDPM requires substantial involvement of the physician(s) involved in the resident’s care to achieve optimal outcomes. This panel will discuss the challenges, opportunities, and best-practice options that providers should consider in evaluating whether physician engagement is a missing piece in assuring quality outcomes under PDPM, and if so, what can be done to complete the puzzle.
Learning Objectives:
- Be able to list key PDPM data collection and care planning areas that require effective SNF-physician engagement.
- Be able to identify gaps in key communication processes between the SNF and the Medicare Part A resident’s physician(s).
- Be able to apply best practices learned in the session to improve the identification, coding, and care planning of primary and co-morbid medical conditions that need to be managed during the resident’s stay.
Bronze Quality Award Workshop: Part I
Speakers: Meghan K. Karstetter, MSHS, Manager, Quality Improvement, AHCA/NCAL, Tim Case, MA, MSed, Administrator, AHCA/NCAL National Quality Award Program, AHCA, Leah Chambers, MHA, Quality Improvement Manager, AHCA/NCAL
Description: Take the first step in your Quality Award journey. In this interactive workshop, participants will respond to all criteria of the 2023 Bronze Award. Using a case study, lectures, videos, sharing and feedback, participants will complete a Bronze application for their center during the workshop.
NOTE: Participants must attend all four parts of the workshop.
Learning Objectives:
- Participants will produce a complete or near complete Bronze application.
- Participants will become aware of ways by which the Bronze criteria can form the foundation for a robust quality improvement culture.
- Participants will become aware of ways in which preparing a Bronze application can help the facility set meaningful priorities.
- Participants will understand ways to leverage the insight gained through the Bronze application to align management, the workforce, priorities, and quality efforts.