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The Power of Public Relations

The Power of Public Relations. Nancy Schwalm, Vivage Senior Living CHCA April 2016. Press releases Newsletters Public Appearances Use of Social Media Events Relationship Building. What is PR?. How we communicate with the public and media.

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The Power of Public Relations

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  1. The Power of Public Relations Nancy Schwalm, Vivage Senior Living CHCA April 2016

  2. Press releases • Newsletters • Public Appearances • Use of Social Media • Events • Relationship Building What is PR? • How we communicate with the public and media. • How we communicate with our target audience directly or indirectly • Creating and maintaining a positive image and strong relationship with the audience.

  3. Why Focus on Public Relations?

  4. How Public Relations Impacts Post-Acute, Long-Term Care, and Senior Housing • Awareness of Services • Image and Differentiation • Offset Bad News with Good News • Create Opportunity for Relationships • Create Operational Outcomes

  5. April 03, 2016 Nursing home DON charged with falsifying records to cover up resident fall March 08, 2016 SNF fined $100,000 for resident's fall death Editorial Board11:52 a.m. EDT April 3, 2016 Nursing home care a serious problem March 7, 2016 Lawsuit Filed Due to Alleged Nursing Home Neglect by Levin & Perconti

  6. Girl Scouts Visit Nursing Homes Victoria Advocate March 31, 2016 Victoria Girl Scout Troop No. 95012 partnered with Twin Pines to spend an afternoon sharing cookies with residents of both Twin Pine facilities.

  7. OUT WEST Road Trip: Nursing home residents, seniors can camp, fish and enjoy the outdoors POSTED: 09/11/2012 12:01:00 AM MDT By Claire Martin The Denver Post

  8. T RECORDS: ALZHEIMER'S SUFFERER FATALLY BEAT FELLOW LAKEWOOD PATIENT 2/24/2015 The Denver Post: DENVER AND THE WEST

  9. DENVER AND THE WEST “Nursing Home has history of problems” By Megan Quinn POSTED: 08/25/2013 12:01:00 AM MDT6 COMMENTS “Local, state and federal records show a history of staffing and regulatory problems at the _____ nursing facility where an employee is accused of sexually assaulting two patients in the past two months.”

  10. Lowry Park, Once Air Force Officers' Quarters, Will Be Razed and Seniors MovedWEDNESDAY, MARCH 30, 2016 AT 6:57 A.M.

  11. REVIEW SITES The New Scrutiny YELP GLASSDOOR CARING.COM OUR PARENTS SENIOR ADIVSOR A PLACE FOR MOM CITES CARE PATHWAYS THE SENIOR LIST WELLNESS OUR PARENTS REVIEW TRACKERS • Illinois Nursing Home Abuse Blog • Nursing Home Survival Guide • My Better Nursing Home • Senior Living Experts • Assisted Living Experts

  12. We Assume Everyone Knows All That We Do Well….. “I went here visiting my grandma.   When I arrived on the 5th floor I noticed my grandma with another person in front of her having dinner.  What I think to be meatloaf and mashed potatoes seriously looked like vomit.  I understand old folks' teeth are probably very sensitive or (otherwise lack of) but the slop that they serve seemed quite disgusting.   The facilities themselves do seem a bit old - cracks along the walls or places where there might have been water damage or stains have simply been painted over.”

  13. …..But They Don’t “The one thing I hated was the way they got to things when they had time.. Like leaving my gramma in her soiled diaper for over two hours, or forcing people to sit with their gross un eaten food scraps for hours on end”

  14. If We Don’t Tell theStory Someone Else Will…. “Elderly Abused at 1 in 3 Nursing Homes: Report” July 30, 2013 By David Ruppe

  15. Government Sites Don’t Tell The Whole Story Either • Medicare.gov • NursingHomeCompare • Survey results • Staffing • Quality Measures

  16. “Census and Revenue Depend on Strong PR Outreach”

  17. We Have Amazing Care Communities

  18. We Have To Sell Ourselves Daily Quality Outcomes Customer Satisfaction Excellent Staff Members Features & Benefits Meaningful Life Health & Wellness Return to Home Safety

  19. Creating Great Public Relations

  20. WHATis Important to Our Customers? • We need to constantly get the right messages out, make lasting positive impressions.

  21. Basic Services Are important to Our Message • 24 hour nursing care Meals and snacks • Activities Social Services • Medical Care Therapies • Safe Environment Medication Management • Financial Management ADL Support & Care • Payer Types Room Availability • Laundry Populations Served

  22. Helping Consumers Understand the Care Continuum Differences

  23. 88% Of Consumers Trust Online Reviews As Much As Personal Recommendations 82% of the 65 million online boomers and seniors use the Internet to research health and wellness information 

  24. Creating a Public Relations Plan

  25. Your Public Relations Officer • Choose the BEST Person for each message – Lots of PR Staff • Make sure they are trained, present well • Make sure they can present the message right, right target audience, right time, right method • Get ongoing feedback on staff’s PR Performance

  26. Creating Messaging Strategies Press Releases Article Submission Editorial Comments Publish Success Stories Postcard mailers Advertisements Sponsorships, Trade Shows Public Speaking Radio TV, Zone TV Ads Billboards In house Events – evites Awards • Social Media • Website • Face book • Linked In • Pinterest • Blog • Twitter • Review Sites • Websites links • E-newsletter

  27. The NHA Role in Public Relations is Critical • Role Model and give Time Allocation to the Importance of Building Relationships • Identify and use strategies to tell Good News, Successes and Positive Outcomes • Lead the Future Positioning of your facility and our profession • Develop & lead an ongoing and targeted Public Relations Plan

  28. Creating a Public Relations Culture Driven by Leader’s Examples Employee Pre-hire interviews Employee On boarding & Evaluation Incorporated Routinely in Staff Development Service & Relationship Excellence Acknowledged & Rewarded Customer, Employee and Referral Source Surveys Part of QAPI

  29. Internally Externally Nurturing Key Relationships • Residents • Families • Employees • Organization • Physicians • Care Coordination Partners- Home Health, Hospice, AL/IL • Vendors • Volunteers • Referral Sources • Referral Sources • Media Sources • Review Sites • Hospitals • Physicians • Competitors • Government Agencies • Ombudsman • Community Agencies • Attorneys

  30. Satisfied versus Dissatisfied Relationships • “ A satisfied (person) will tell 2-3 people about their interactions with you or your business….. • A dissatisfied (person) will tell 8-9 people about their interactions with you or your business…”

  31. Holiday Retirement Re-Branding • Tier Two and Tier Three+ Markets • The Middle Class • Build a property in 9 – 10 months • Opened 18 – 20 properties a year • Individually branded communities • HOUSING RECESSION HIT • Needed to centralize more decisions, hire sales force – rebrand their company

  32. The Values: What Matters to Organization, Employees & Customers Common Starting Point: Knowing Values

  33. The Message: It’s all about people

  34. The Method:Connecting with people. A Life Story. Tell us yours. Add to it. Every senior has a life story. We want to know yours so we can help. You add to it, each & every day.

  35. The People Hiring & Retaining the Right People • Managers drive the message each day • Managers set the tone for each community communicating our common messages • Managers customize the message for all the people they touch each day through: – Words – Deeds • New stories are written every day by the people in communities • Managers must share these stories – marketing, public relations, sales, operations?

  36. Message to Media:An integrated campaign to communicate our messages

  37. Holiday Retirement Results • Today, Largest operator of independent living properties in North America • 333 properties & 40,000 apartments in 43 U.S. states & 7 Canadian provinces • Expanded more into assisted living and memory care

  38. Creating Great Public Relations

  39. Public Relations Success • Who – Make sure you have a clear target • What – Choose Right messaging based on what matters to target and what your desired outcome is • Where – Put your message in the right context • When – Timing is everything – make sure the right people are impacted • How – Try many avenues for public relations, but use training and resources • Who – Choose the right messenger with right skills and credibility • Why – We need to create positive messages about our profession – people need us!

  40. Measuring PR Success Set goals and establish metrics • Census and Quality Mix • Revenue • Satisfaction Surveys • Increase in referrals and referral sources • Employee retention • Website metrics – number of views • Online Review “Star” ratings • New partnerships • Contracts • Successful “branding”

  41. https://youtu.be/ebD_drWYVaI

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