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Presenting Companies
Technology, Strategies, and
Best Practices You Need To
Manage Family Expectations
Kim Mead
Director of Engagement
Gardant Management Solutions
Mike Hyzy
Senior Product Manager
Caremerge
Rebecca Adelman
Founder/Attorney
Adelman Law Firm, PLLC
Agenda
Housekeeping
Trends and Technology
Expectation Management Overview
Best Practices for Implementing
Q&A
Wrap-up
Steve Moran
Founder
Senior Housing Forum
1. This webinar will be recorded and emailed out afterwards
2. The slide deck will be made available on slideshare
3. Q & A at the bottom of the screen
4. Chat several options
5. Post webinar survey
6. Please post any audio/video issues to the chat window.
Family Engagement Expectation and Technology Webinar
We are Caremerge.
passionate people
LAUNCHED
IN 2012
OVER 390 CLIENT
LOCATIONS
HQ IN
CHICAGO
STRONG INVESTORS
WITH SENIOR LIVING
PEDIGREE
● Mail to Phone Calls:
● Electronic:
● Apps:
● Voice Technology:
●
●
●
●
●
●
Family Engagement Expectation and Technology Webinar
Family Engagement Expectation and Technology Webinar
Peer Group Exchange
Collaborative Advance Care Planning
Anatomy of an Expectations Management Program
Expectations and Emotions
Case Studies, Research, and Data
Introduction and Program Overview
Why is the ACLF Industry a Target?
#1 Industry Growth and Adaptation
• Resident Choice
• Resident Dignity
• Resident Privacy
ACLF is the
LTC Option
for
#2 Plaintiff’s Attorneys View
• Large Corporate
Operators
• Higher Acuity
ACLF makes
promises it
cannot keep
Why is the ACLF Industry a Target?
(cont.)
• LTC Understanding
Theory
• Industry Data
• Damages more
severe in ACLF
ACLF makes
promises it
cannot keep
Why is the ACLF Industry a Target?
(cont.)
#2 Plaintiff’s Attorneys View
• ACLF characteristics similar to
SNF in early 1990’s
• Untouched industry for many
years/populated with large
corporations
• Resident needs are higher
• ACLF site of dying
ACLF makes
promises it
cannot keep
#2 Plaintiff’s Attorneys View
Why is the ACLF Industry a Target?
(cont.)
Violations of State Regulations
Negligent Hiring and/or Retention
Violations of Resident Rights
Breach of Contract
Violations of Consumer Protection Act
Wrongful Death
Common Law Negligence
Theories of Liability
Common Claims in ACLF Lawsuit
Falls
Abuse (Physical and Abuse)
Corporate Negligence
Elopement / Wandering
Changes in Condition
Failure to Supervise
Inconsistent, Incomplete, or Erroneous Information
Improper Placement/Resident Admissions
Medication Administrative Errors
Facility Policies and Procedures Non-Compliance
Wound Issues
Failure to Transfer of Discharge/Ongoing Assessments
Common Claims in ACLF Lawsuit
Formal Expectations
Management Program
Setting Realistic Expectations at Admission
• Maximize Disclosure & Consent in applications forms,
Resident Admission Agreement, Assessment Forms,
and Service Plans
• Resident/Legal Representative/RP defines
expectations facility needs to redefine and manage
Formal Expectations
Management Program (cont.)
Address High Risk Issues in Writing
• Dementia – hazard awareness, wandering falls, weight loss, dehydration,
skin breakdown, medication management
• Motorized carts, private duty aides, alcohol, smoking, firearms
• Staffing levels and patterns and service limitations
• Loss of function and chronic decline and the impact on the resident and
family
• Resident refusal to accept care and nutrition
• Include written disclosure/disclaimer with Resident Admission Agreement
Formal Expectations
Management Program (cont.)
• Risk Balance – ACLF environment cannot eliminate risks; however, it
seeks to minimize risks, while maximizing quality of life
• ACLF communities do not provide one-on-one care and are not a
full-security lock-down environment
• ACLF employs fall management systems and makes
recommendations for ambulation assistance equipment seriously,
however, 100% fall prevention is extremely difficult to achieve in any
environment
Address High Risk Issues in Writing
Anatomy of an Expectations
Management Program
Marketing / Public Information
• Dissemination of accurate information
about acuity levels of patients
• Community education and involvement
• Satisfaction surveys for referral sources
• Marketing / Public Information
Admission Process
• Litigation Risks
• Pre-Admission History
• The Process
• Family Dynamics
• Resident’s Diagnosis
• Advance Directives / DNRs
Anatomy of an Expectations
Management Program
Admission Process
• Video and Admissions Agreement
• Service Disclaimers / Limitations
• Family Involvement
• Staffing Levels
• Common Care Issues
• Weight Loss
• Falls / Restraints
• Skin Breakdown
• Pain Management
Anatomy of an Expectations
Management Program
Admission Process
• End-of-Life Issues
• Refusal of Services
• Reasonable Expectations
• Arbitration
Anatomy of an Expectations
Management Program
Continuity of Managing Expectations
• Acute Care / Physician Training Program (Social Workers, Discharge
Planners, Case Manager)
• Communication with Patient / Family regarding trajectory of illness
and prognosis
• Communication with Patient / Family regarding Advance Directives /
End-of-Life
• Education about nursing home placement and expectations
• Complete Documentation
Anatomy of an Expectations
Management Program
Continuity of Managing Expectations
• Health Professional Training Programs
• End-of-Life Education
• Care of dying residents (Clinical and Emotional)
• Clinical risk identification (Curative vs. Palliative Care)
• Family risk identification
• Effective communication regarding complaints
• Effective communication regarding health status / changes in
condition
Anatomy of an Expectations
Management Program
Continuity of Managing Expectations
• Health Professional Training Programs (cont.)
• Effective response to adverse events
• Regulation-Based vs. Person Centered Care
• Advance Care Planning
• Family Expectations
• Conflict Resolution
• Diversity Training
Anatomy of an Expectations
Management Program
Administrative Training Programs
• QA End-of-Life Care
• Strategies for responding to family advocates
• Best practices in staff training programs
• Licensing / Certification to include
end-of-life-care content
Anatomy of an Expectations
Management Program
Physician Training Programs
• Role in advance care planning and active resident care
• Effective communication with family regarding stage of illness,
prognosis, Curative vs. Palliative Care, Hospice and Family
Preferences
• Effective use of “Physician Extenders”
• Strategies for responding to family advocates
• Best practices in staff training programs
• Licensing / Certification to include end-of-life-care content
Anatomy of an Expectations
Management Program
Family Partnerships
• Family Education
• Nature and progress of conditions
• Death and dying process
• Changes in condition
• Family training to recognize changes and report
• Demonstrate daily nurse home life
• Family Education
• Family Orientation Programs
• Involvement in resident care / family care partner
• Documentation
Anatomy of an Expectations
Management Program
Family Engagement Expectation and Technology Webinar
What is Caremerge?
▶ Caremerge’s award-winning, HIPAA compliant care
coordination network enhances communication and keeps
families CONNECTED to our Communities.
▶ Family Engagement is an CONNECTION via a smartphone,
laptop or desktop computer.
▶ Stay CONNECTED, anywhere at anytime!
Question: Who needs to know about Caremerge?
Answer: EVERYBODY!
▶ Management staff- weekend/holiday MOD for tour purposes
▶ Front Line Staff- work 1:1 with residents and families, they need to
understand what it is and the benefits of this service to the family
members in order to answer possible questions about it from families or
residents.
▶ Residents- they need to know that it is another communication tool we
use to stay CONNECTED with their family and to provide the best care
possible for them.
What to tell families:
Caremerge is a secure, HIPAA compliant communication platform that will
give you a window into the exciting life of your loved one at our
community. It will keep you CONNECTED to the Community!
▶ You can CONNECT to your resident by sending messages and photos that
our staff will print and deliver to them.
▶ Our staff CONNECT to you by sending messages and photos of your
resident engaged in life at the Community.
▶ CONNECT to key care locations for your resident, such physician contact
information and upcoming physician appointments.
What to tell families:
▶ Be CONNECTED to the activity calendar online to see the schedule of
events; helpful for planning your next trip to the Community.
▶ Stay CONNECTED by receiving real-time notifications of your loved one's
activity participations as they are entered into the activity tracking
system.
▶ Enhance CONNECTIONS with the Community by participating in the NPS
Survey.
▶ Keep CONNECTED; in this digital age, we use Caremerge for uploading
party invitations, flyers, newsletters, menus and more through the family
announcements portal.
Implementation Process
Closing the Loop…
Tour
Authorization
RSC InvitationFamily Accept
Welcome
Picture
Caremerge Family
Engagement
▶ Staying CONNECTED to the Community by
receiving notifications via email, about
resident's activity involvement.
▶ Peace of Mind to the families about their loved
one's CONNECTIONS to life of the Community.
▶ CONNECT all conversations relevant to loved
one and stay up to date on a regular basis.
▶ CONNECT to staff by sending and receiving
pictures and emails.
▶ CONNECT to the Administrator by completing
the NPS survey.
▶ CONNECTION to the Community by receiving
flyers, invitations, announcements and more!
Purpose for Staff
▶ ENGAGING in more Purposeful and
Meaningful conversations with family
members
▶ DEMONSTRATING how our programs add Joy,
Purpose and Meaning to the Lives of
Residents
▶ ASSESSING resident pursuits through wellness
profile and attendance logs for Service/Care
Plan
▶ DIFFERENTIATE our Community in the
marketplace
▶ INCREASE census through Family Satisfaction
and Referrals
Purpose for Families
Authorization Form for Family Members to access Caremerge Family App
Please list family members, and other key members of the circle of care, that will be authorized to receive
updates via the caremerge family app. When available – please add email address below.
Name (Print) Relationship to Resident Email Address
I, approve community name to keep the above-mentioned family members updated with
residents’ involvement in regular activities and events at community name.
Please check one of the following:
□ I authorize to share my pictures with my loved ones via the secure, HIPAA compliant Caremerge Family App.
So my family has the peace of mind about my daily wellbeing.
□ I do not authorize community name to share my pictures with my loved ones via the secure, HIPAA
compliant Caremerge Family App.
Resident/Health POA Signature: Date:
Thank you so much for your interest in our Family Engagement solution! A staff member from community name will contact you
shortly to set up your account and provide additional information about getting started.
Fold-out Pocket Brochure for Families
Caremerge NPS Survey- Received
by the RSC and Administrator
▶ One question asked of authorized contacts:
“How likely are you to recommend
(Community Name) to your friends or
colleagues?”
▶ Rate 0 to 10, able to add a narrative
▶ Asked every 60 days, can be “skipped”
once, will appear after logging in again, if
skipped the second time, will not appear
for 60 days
▶ Instant feedback as to the opinions of the
families
▶ Administrators to follow up with the
“detractors” and refer the “promoters” to
Marketing
▶ 0-6 > Detractors-Responses highly unlikely to recommend us
to their friends or colleagues
○ Follow up by Administrator within 7 days
○ Round with these families
○ What is one thing we can do to improve care for
your mother/father/friend?
▶ 7-8 > Passives- Responses not likely to recommend us to
their friends or colleagues
▶ 9-10 > Promoters-Responses likely to highly recommend us
to their friends or colleagues
○ Refer to Marketing Director
for Follow Up
○ Facebook posts
○ Google
○ Testimonials
○ Referrals
○ Foursquare
○ Caring
○ Collateral Material
Data Collection-where to find the information…
▶ From your Caremerge dashboard, click on the "Intelligence
Reports" tab. This will provide a drop down box on the left
side of your screen with tabs for activity attendance and
recording, family invites, family messaging reports and the
NPS survey report.
Q & A
Session
Thank you!
Mike Hyzy
Senior Product Manager
Caremerge
mike.hyzy@caremerge.com
Rebecca Adelman
Founder/Attorney
Adelman Law Firm, PLLC
rebecca@adelmanfirm.com
Kim Mead
Director of Engagement
Gardant Management Solutions
kim.mead@gardant.com
Steve Moran
Founder
Senior Housing Forum

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Family Engagement Expectation and Technology Webinar

  • 1. Presenting Companies Technology, Strategies, and Best Practices You Need To Manage Family Expectations
  • 2. Kim Mead Director of Engagement Gardant Management Solutions Mike Hyzy Senior Product Manager Caremerge Rebecca Adelman Founder/Attorney Adelman Law Firm, PLLC Agenda Housekeeping Trends and Technology Expectation Management Overview Best Practices for Implementing Q&A Wrap-up Steve Moran Founder Senior Housing Forum
  • 3. 1. This webinar will be recorded and emailed out afterwards 2. The slide deck will be made available on slideshare 3. Q & A at the bottom of the screen 4. Chat several options 5. Post webinar survey 6. Please post any audio/video issues to the chat window.
  • 5. We are Caremerge. passionate people LAUNCHED IN 2012 OVER 390 CLIENT LOCATIONS HQ IN CHICAGO STRONG INVESTORS WITH SENIOR LIVING PEDIGREE
  • 6. ● Mail to Phone Calls: ● Electronic: ● Apps: ● Voice Technology:
  • 11. Peer Group Exchange Collaborative Advance Care Planning Anatomy of an Expectations Management Program Expectations and Emotions Case Studies, Research, and Data Introduction and Program Overview
  • 12. Why is the ACLF Industry a Target? #1 Industry Growth and Adaptation • Resident Choice • Resident Dignity • Resident Privacy ACLF is the LTC Option for
  • 13. #2 Plaintiff’s Attorneys View • Large Corporate Operators • Higher Acuity ACLF makes promises it cannot keep Why is the ACLF Industry a Target? (cont.)
  • 14. • LTC Understanding Theory • Industry Data • Damages more severe in ACLF ACLF makes promises it cannot keep Why is the ACLF Industry a Target? (cont.) #2 Plaintiff’s Attorneys View
  • 15. • ACLF characteristics similar to SNF in early 1990’s • Untouched industry for many years/populated with large corporations • Resident needs are higher • ACLF site of dying ACLF makes promises it cannot keep #2 Plaintiff’s Attorneys View Why is the ACLF Industry a Target? (cont.)
  • 16. Violations of State Regulations Negligent Hiring and/or Retention Violations of Resident Rights Breach of Contract Violations of Consumer Protection Act Wrongful Death Common Law Negligence Theories of Liability
  • 17. Common Claims in ACLF Lawsuit Falls Abuse (Physical and Abuse) Corporate Negligence Elopement / Wandering Changes in Condition Failure to Supervise
  • 18. Inconsistent, Incomplete, or Erroneous Information Improper Placement/Resident Admissions Medication Administrative Errors Facility Policies and Procedures Non-Compliance Wound Issues Failure to Transfer of Discharge/Ongoing Assessments Common Claims in ACLF Lawsuit
  • 19. Formal Expectations Management Program Setting Realistic Expectations at Admission • Maximize Disclosure & Consent in applications forms, Resident Admission Agreement, Assessment Forms, and Service Plans • Resident/Legal Representative/RP defines expectations facility needs to redefine and manage
  • 20. Formal Expectations Management Program (cont.) Address High Risk Issues in Writing • Dementia – hazard awareness, wandering falls, weight loss, dehydration, skin breakdown, medication management • Motorized carts, private duty aides, alcohol, smoking, firearms • Staffing levels and patterns and service limitations • Loss of function and chronic decline and the impact on the resident and family • Resident refusal to accept care and nutrition • Include written disclosure/disclaimer with Resident Admission Agreement
  • 21. Formal Expectations Management Program (cont.) • Risk Balance – ACLF environment cannot eliminate risks; however, it seeks to minimize risks, while maximizing quality of life • ACLF communities do not provide one-on-one care and are not a full-security lock-down environment • ACLF employs fall management systems and makes recommendations for ambulation assistance equipment seriously, however, 100% fall prevention is extremely difficult to achieve in any environment Address High Risk Issues in Writing
  • 22. Anatomy of an Expectations Management Program Marketing / Public Information • Dissemination of accurate information about acuity levels of patients • Community education and involvement • Satisfaction surveys for referral sources • Marketing / Public Information
  • 23. Admission Process • Litigation Risks • Pre-Admission History • The Process • Family Dynamics • Resident’s Diagnosis • Advance Directives / DNRs Anatomy of an Expectations Management Program
  • 24. Admission Process • Video and Admissions Agreement • Service Disclaimers / Limitations • Family Involvement • Staffing Levels • Common Care Issues • Weight Loss • Falls / Restraints • Skin Breakdown • Pain Management Anatomy of an Expectations Management Program
  • 25. Admission Process • End-of-Life Issues • Refusal of Services • Reasonable Expectations • Arbitration Anatomy of an Expectations Management Program
  • 26. Continuity of Managing Expectations • Acute Care / Physician Training Program (Social Workers, Discharge Planners, Case Manager) • Communication with Patient / Family regarding trajectory of illness and prognosis • Communication with Patient / Family regarding Advance Directives / End-of-Life • Education about nursing home placement and expectations • Complete Documentation Anatomy of an Expectations Management Program
  • 27. Continuity of Managing Expectations • Health Professional Training Programs • End-of-Life Education • Care of dying residents (Clinical and Emotional) • Clinical risk identification (Curative vs. Palliative Care) • Family risk identification • Effective communication regarding complaints • Effective communication regarding health status / changes in condition Anatomy of an Expectations Management Program
  • 28. Continuity of Managing Expectations • Health Professional Training Programs (cont.) • Effective response to adverse events • Regulation-Based vs. Person Centered Care • Advance Care Planning • Family Expectations • Conflict Resolution • Diversity Training Anatomy of an Expectations Management Program
  • 29. Administrative Training Programs • QA End-of-Life Care • Strategies for responding to family advocates • Best practices in staff training programs • Licensing / Certification to include end-of-life-care content Anatomy of an Expectations Management Program
  • 30. Physician Training Programs • Role in advance care planning and active resident care • Effective communication with family regarding stage of illness, prognosis, Curative vs. Palliative Care, Hospice and Family Preferences • Effective use of “Physician Extenders” • Strategies for responding to family advocates • Best practices in staff training programs • Licensing / Certification to include end-of-life-care content Anatomy of an Expectations Management Program
  • 31. Family Partnerships • Family Education • Nature and progress of conditions • Death and dying process • Changes in condition • Family training to recognize changes and report • Demonstrate daily nurse home life • Family Education • Family Orientation Programs • Involvement in resident care / family care partner • Documentation Anatomy of an Expectations Management Program
  • 33. What is Caremerge? ▶ Caremerge’s award-winning, HIPAA compliant care coordination network enhances communication and keeps families CONNECTED to our Communities. ▶ Family Engagement is an CONNECTION via a smartphone, laptop or desktop computer. ▶ Stay CONNECTED, anywhere at anytime!
  • 34. Question: Who needs to know about Caremerge? Answer: EVERYBODY! ▶ Management staff- weekend/holiday MOD for tour purposes ▶ Front Line Staff- work 1:1 with residents and families, they need to understand what it is and the benefits of this service to the family members in order to answer possible questions about it from families or residents. ▶ Residents- they need to know that it is another communication tool we use to stay CONNECTED with their family and to provide the best care possible for them.
  • 35. What to tell families: Caremerge is a secure, HIPAA compliant communication platform that will give you a window into the exciting life of your loved one at our community. It will keep you CONNECTED to the Community! ▶ You can CONNECT to your resident by sending messages and photos that our staff will print and deliver to them. ▶ Our staff CONNECT to you by sending messages and photos of your resident engaged in life at the Community. ▶ CONNECT to key care locations for your resident, such physician contact information and upcoming physician appointments.
  • 36. What to tell families: ▶ Be CONNECTED to the activity calendar online to see the schedule of events; helpful for planning your next trip to the Community. ▶ Stay CONNECTED by receiving real-time notifications of your loved one's activity participations as they are entered into the activity tracking system. ▶ Enhance CONNECTIONS with the Community by participating in the NPS Survey. ▶ Keep CONNECTED; in this digital age, we use Caremerge for uploading party invitations, flyers, newsletters, menus and more through the family announcements portal.
  • 37. Implementation Process Closing the Loop… Tour Authorization RSC InvitationFamily Accept Welcome Picture
  • 38. Caremerge Family Engagement ▶ Staying CONNECTED to the Community by receiving notifications via email, about resident's activity involvement. ▶ Peace of Mind to the families about their loved one's CONNECTIONS to life of the Community. ▶ CONNECT all conversations relevant to loved one and stay up to date on a regular basis. ▶ CONNECT to staff by sending and receiving pictures and emails. ▶ CONNECT to the Administrator by completing the NPS survey. ▶ CONNECTION to the Community by receiving flyers, invitations, announcements and more! Purpose for Staff ▶ ENGAGING in more Purposeful and Meaningful conversations with family members ▶ DEMONSTRATING how our programs add Joy, Purpose and Meaning to the Lives of Residents ▶ ASSESSING resident pursuits through wellness profile and attendance logs for Service/Care Plan ▶ DIFFERENTIATE our Community in the marketplace ▶ INCREASE census through Family Satisfaction and Referrals Purpose for Families
  • 39. Authorization Form for Family Members to access Caremerge Family App Please list family members, and other key members of the circle of care, that will be authorized to receive updates via the caremerge family app. When available – please add email address below. Name (Print) Relationship to Resident Email Address I, approve community name to keep the above-mentioned family members updated with residents’ involvement in regular activities and events at community name. Please check one of the following: □ I authorize to share my pictures with my loved ones via the secure, HIPAA compliant Caremerge Family App. So my family has the peace of mind about my daily wellbeing. □ I do not authorize community name to share my pictures with my loved ones via the secure, HIPAA compliant Caremerge Family App. Resident/Health POA Signature: Date: Thank you so much for your interest in our Family Engagement solution! A staff member from community name will contact you shortly to set up your account and provide additional information about getting started.
  • 40. Fold-out Pocket Brochure for Families
  • 41. Caremerge NPS Survey- Received by the RSC and Administrator ▶ One question asked of authorized contacts: “How likely are you to recommend (Community Name) to your friends or colleagues?” ▶ Rate 0 to 10, able to add a narrative ▶ Asked every 60 days, can be “skipped” once, will appear after logging in again, if skipped the second time, will not appear for 60 days ▶ Instant feedback as to the opinions of the families ▶ Administrators to follow up with the “detractors” and refer the “promoters” to Marketing ▶ 0-6 > Detractors-Responses highly unlikely to recommend us to their friends or colleagues ○ Follow up by Administrator within 7 days ○ Round with these families ○ What is one thing we can do to improve care for your mother/father/friend? ▶ 7-8 > Passives- Responses not likely to recommend us to their friends or colleagues ▶ 9-10 > Promoters-Responses likely to highly recommend us to their friends or colleagues ○ Refer to Marketing Director for Follow Up ○ Facebook posts ○ Google ○ Testimonials ○ Referrals ○ Foursquare ○ Caring ○ Collateral Material
  • 42. Data Collection-where to find the information… ▶ From your Caremerge dashboard, click on the "Intelligence Reports" tab. This will provide a drop down box on the left side of your screen with tabs for activity attendance and recording, family invites, family messaging reports and the NPS survey report.
  • 44. Thank you! Mike Hyzy Senior Product Manager Caremerge mike.hyzy@caremerge.com Rebecca Adelman Founder/Attorney Adelman Law Firm, PLLC rebecca@adelmanfirm.com Kim Mead Director of Engagement Gardant Management Solutions kim.mead@gardant.com Steve Moran Founder Senior Housing Forum