CAHF Independent Owners Symposium “Know the NOs” Some Things Just Never Change

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CAHF Independent Owners CAHF Independent Owners SymposiumSymposium

“Know the NOs”“Know the NOs”Some Things Just Never ChangeSome Things Just Never Change

May 1, 2012May 1, 2012John R. MastrocolaJohn R. Mastrocola

Administrator, Newport Nursing & Administrator, Newport Nursing & Rehabilitation CenterRehabilitation Center

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Know Your Residents! Know Your Residents!

It is the center of all we do!It is the center of all we do!Starts with the Admission Process.Starts with the Admission Process.BE ACTIVE IN YOUR ADMISSION BE ACTIVE IN YOUR ADMISSION

PROCESS! Celebrate their success!PROCESS! Celebrate their success!Improves: Improves:

CareCare Risk ManagementRisk Management

Teambuilding/Morale Teambuilding/Morale Accounts ReceivableAccounts Receivable

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How Do We Know Our How Do We Know Our Residents Better?Residents Better?

Some tools to accomplish this include:Some tools to accomplish this include:

Active/Throughout Admission ProcessActive/Throughout Admission Process Varied working hours, meet their Families, Friends Varied working hours, meet their Families, Friends

and Visitorsand Visitors Rounds, Rounds and More Quality RoundsRounds, Rounds and More Quality Rounds

– Schedule your rounds, different focuses at different times.Schedule your rounds, different focuses at different times.

Develop Face Sheet Book – Keep It Current!Develop Face Sheet Book – Keep It Current! MOD Program/Weekend and Evening coverageMOD Program/Weekend and Evening coverage More Rounds.More Rounds.

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Know Your Staff!Know Your Staff!

This is where the Care begins & ends. Ensure our This is where the Care begins & ends. Ensure our people know they are appreciated!people know they are appreciated!

Improves:Improves: Teamwork/MoraleTeamwork/Morale

CareCare Risk ManagementRisk Management

RetentionRetention CommunicationsCommunications

Celebrate SuccessCelebrate Success

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Where Do We Start In Staff Where Do We Start In Staff Knowledge? Knowledge?

Some quick tools for success Some quick tools for success include:include:

Pass out the PaychecksPass out the Paychecks All-Staff MeetingsAll-Staff Meetings All-Shift visitsAll-Shift visits Call-Light Spot checkCall-Light Spot check Rounds, Rounds and more RoundsRounds, Rounds and more Rounds Always Say “Thank You” when you Always Say “Thank You” when you

witness outstanding effort.witness outstanding effort.

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Know Your Physicians!Know Your Physicians!

The Advantages are endless.The Advantages are endless. Better Quality CareBetter Quality Care CommunicationsCommunications Building TrustBuilding Trust Reducing ReadmissionsReducing Readmissions Recruiting StaffRecruiting Staff Increasing InquiriesIncreasing Inquiries Mitigate Potential ConcernsMitigate Potential Concerns

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Some Thoughts on Some Thoughts on Improving Physician Improving Physician

Relationships.Relationships. All Physician contacts should be All Physician contacts should be

professional, be at your best!professional, be at your best! Come out and see every physician Come out and see every physician

visiting residents in your facilityvisiting residents in your facility Take a resident to a Doctor’s Take a resident to a Doctor’s

appointmentappointment Pick-up Docs “On-Hold”Pick-up Docs “On-Hold” Make each physicians visit serve a Make each physicians visit serve a

purposepurpose– Customer Service SurveyCustomer Service Survey– Industry NewsIndustry News

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Know Your Community/CompetitorsKnow Your Community/Competitors

Who is doing what?Who is doing what? Where is the talent?Where is the talent? What are competitive rates?What are competitive rates? Who do we want “selling us”?Who do we want “selling us”? Secret Shop your market.Secret Shop your market.

““BEAT THEM TO THE PUNCH”BEAT THEM TO THE PUNCH”

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Know YourselfKnow Yourself

You must know and You must know and understand your understand your

strengths and strengths and weaknesses, how else weaknesses, how else can you build a strong can you build a strong

team around you?team around you?

Tools For Success:Tools For Success: How You DressHow You Dress Hours You KeepHours You Keep

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LOVE FOR OUR WORK IS THE LOVE FOR OUR WORK IS THE KEY TO WHAT WE CAN ACHEIVE!KEY TO WHAT WE CAN ACHEIVE!

Remember, you can only withdraw what Remember, you can only withdraw what you have deposited! you have deposited!

Be a student of your game. Be well read Be a student of your game. Be well read and KNOWN as a subject matter and KNOWN as a subject matter expert!expert!

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““THE NOs” THE NOs”

Pitfalls to avoid at all costsPitfalls to avoid at all costs NoNo Procrastination Procrastination Problems do not go away with time, Problems do not go away with time,

unless they are acted on…promptly unless they are acted on…promptly and satisfactorily.and satisfactorily.

Be Proactive!Be Proactive! Work as a TEAM.Work as a TEAM.

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““THE NOs” THE NOs”

NO Delegation of NO Delegation of tasks you should be tasks you should be extremely involved extremely involved with!with!

Accident & Incident ReportsAccident & Incident Reports Abuse Prevention CoordinationAbuse Prevention Coordination Personnel Disciplinary ActionsPersonnel Disciplinary Actions Review of Quality Indicators, Review of Quality Indicators,

specifically skin and weight specifically skin and weight variance reportsvariance reports

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““THE NOs” THE NOs”

No Long No Long MeetingsMeetings

Be PreparedBe Prepared Be TimelyBe Timely Involve only the Involve only the

key playerskey players

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““THE NOs”THE NOs”No Free LunchesNo Free Lunches

Take charge and run your business Take charge and run your business each and everyday.each and everyday.

Is it a “Black Day” or a “Red Day”?Is it a “Black Day” or a “Red Day”?

What are you doing to turn those Red What are you doing to turn those Red Days Black?Days Black?

YOU CAN MAKE A YOU CAN MAKE A DIFFERENCE!DIFFERENCE!