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

1. CAHF Independent Owners Symposium“Know the NOs”Some Things Just Never Change May 1, 2012 John R. Mastrocola Administrator, Newport Nursing & Rehabilitation Center JRM 5-12

2. Know Your Residents! It is the center of all we do! Starts with the Admission Process. BE ACTIVE IN YOUR ADMISSION PROCESS! Celebrate their success! Improves: • Care • Risk Management • Teambuilding/Morale • Accounts Receivable JRM 5-12

3. How Do We Know Our Residents Better? Some tools to accomplish this include: • Active/Throughout Admission Process • Varied working hours, meet their Families, Friends and Visitors • Rounds, Rounds and More Quality Rounds • Schedule your rounds, different focuses at different times. • Develop Face Sheet Book – Keep It Current! • MOD Program/Weekend and Evening coverage • More Rounds. JRM 5-12

4. Know Your Staff! This is where the Care begins & ends. Ensure our people know they are appreciated! Improves: • Teamwork/Morale • Care • Risk Management • Retention • Communications • Celebrate Success JRM 5-12

5. Where Do We Start In Staff Knowledge? Some quick tools for success include: • Pass out the Paychecks • All-Staff Meetings • All-Shift visits • Call-Light Spot check • Rounds, Rounds and more Rounds • Always Say “Thank You” when you witness outstanding effort. JRM 5-12

6. Know Your Physicians! The Advantages are endless. • Better Quality Care • Communications • Building Trust • Reducing Readmissions • Recruiting Staff • Increasing Inquiries • Mitigate Potential Concerns JRM 5-12

7. Some Thoughts on Improving Physician Relationships. • All Physician contacts should be professional, be at your best! • Come out and see every physician visiting residents in your facility • Take a resident to a Doctor’s appointment • Pick-up Docs “On-Hold” • Make each physicians visit serve a purpose • Customer Service Survey • Industry News JRM 5-12

8. Know Your Community/Competitors • Who is doing what? • Where is the talent? • What are competitive rates? • Who do we want “selling us”? • Secret Shop your market. “BEAT THEM TO THE PUNCH” JRM 5-12

9. Know Yourself You must know and understand your strengths and weaknesses, how else can you build a strong team around you? Tools For Success: • How You Dress • Hours You Keep JRM 5-12

10. LOVE FOR OUR WORK IS THE KEY TO WHAT WE CAN ACHEIVE! Remember, you can only withdraw what you have deposited! Be a student of your game. Be well read and KNOWN as a subject matter expert! JRM 5-12

11. “THE NOs” Pitfalls to avoid at all costs • No Procrastination • Problems do not go away with time, unless they are acted on…promptly and satisfactorily. • Be Proactive! • Work as a TEAM. JRM 5-12

12. NO Delegation of tasks you should be extremely involved with! Accident & Incident Reports Abuse Prevention Coordination Personnel Disciplinary Actions Review of Quality Indicators, specifically skin and weight variance reports “THE NOs” JRM 5-12

13. “THE NOs” • No Long Meetings • Be Prepared • Be Timely • Involve only the key players JRM 5-12

14. “THE NOs” No Free Lunches Take charge and run your business each and everyday. Is it a “Black Day” or a “Red Day”? What are you doing to turn those Red Days Black? YOU CAN MAKE A DIFFERENCE! JRM 5-12