Silverchair Learning Blog

Asking for feedback from resident families can sometimes strike fear into the hearts of senior care providers. They worry that negative feedback can lead to lowering employee morale, or that they may not have the resources or time to proactively address concerns. However, through Silverchair’s recent launch of our family communications tool, Silverchair For Families, we’ve found that providers can really benefit when they receive feedback. In fact, the overwhelming majority of feedback that has been submitted through the system’s Feedback Tool has been positive!

Using For Families to submit feedback, resident families felt empowered when they shared their opinions and the relationship between the families and the senior care community was strengthened with a “the-door-is-always-open” approach.  Family members want to communicate and they want to feel connected not only to their loved one, but feel connected with the staff as well.

Of course, the proof is in the feedback itself. Here are just a few comments that communities have received recently from family members:

We have been so pleased about the care [resident] has received at Park View Meadows. Everyone is just wonderful. She is healthier and her mental condition is better than when she first got there. She really seems to like it. She tells me that she can sleep at night and is not afraid.

 I cannot thank your staff enough for the care of [resident]. You have helped me too by giving me peace of mind that she is being taken care of.

 Thank you again!

 ***

I just read on Facebook about Erica and I wanted to send my congratulations to her. She is a wonderful person and takes great care of my Mom as do all the wonderful ladies up there on 5E. Being 2000 miles away it does my heart good to know that these wonderful  and caring people are taking care of her. Oh and I can’t forget about Joan who does a wonderful job of keeping us informed when there is something wrong with my Mom. Thank you all there at [community]!

***

I truly believe everyone goes above and beyond to care for my Mother.

 Stars to all for all you do. I wouldn’t begin to single out just one for this or that. You all deserve a star!

 Thank you one and all.

 ***

I want to thank the staff in the cottage for taking such great care of my mom after her recent fall and shoulder fracture. A special thank you to Nancy for keeping me updated every step of the way. Katie has also been so wonderful and caring. The entire staff, most especially Suzette, is wonderful and go above and beyond in making me feel assured that my mom is getting the best care and truly feels that she is “home” with friends. Thanks again to everyone your efforts are most appreciated.

***

Silverchair Learning Systems’ President & COO Mike Mutka expressed a similar pro-feedback sentiment in a recent McKnight’s LTCN article on positive feedback:  “Satisfaction is not good enough — it provides no security because a satisfied client will leave you for something better,” Mutka says. “The standard needs to be customer delight — overwhelming them with what you provide so that they feel so special and would never consider any alternative to your service. Relying on government-generated satisfaction measures is not good enough — you must think like a hospitality provider, and get your employees to do the same.”

Great, positive feedback that recognizes individual caretakers while also complimenting the entire organization—what a powerful tool to help boost morale and inspire employees to continue to deliver a higher level of care!

Study finds that emphasizing flu vaccine’s effectiveness will boost employee vaccination rates (McKnight’s LTCN).

The American Health Care Association praised CMS’s promise to reduce frequency of RAI changes (Long-Term Living).

The Centers for Medicare & Medicaid announces expansion of psychiatric services for seniors (McKnight’s LTCN).

Some people in the Home Health Industry oppose the proposed change that would increase Home Health Care and Pay Benefits (Assisted Living Federation of America).

Study finds that board-certified infection control directors linked to lower MRSA rates (McKnight’s LTCN).

Next week is Long-Term Care Administrators Week!  Celebrate with ideas and a certificate of appreciation from ACHCA and ADVANCE for Long-Term Care Management. (ADVANCE)

States are working toward increasing regulation of assisted living communities (McKnight’s LTCN). Want to be prepared? Check out our Assisted Living Curriculum for courses.

Study finds that the quality of sleep improves with age (McKnights LTCN).

The Center for Health Design worked with others to develop a framework for Resident Safety Risk Assessment (Long-Term Living).

The Centers for Medicare and Medicaid Services needs to improve oversight of nursing home quality program (McKnights LTCN).

U.S. Assistant Secretary on Aging shared insights at ALFA Fly-in this week (ALFA).

Clostridium difficile infections reach high rates, with many of the cases showing up in nursing homes (McKnights LTCN).

Silverchair Learning President & COO Mike Mutka offers tips on successful IT implementation in senior care (McKnight’s LTCN)

According to a recent study, antipsychotic may increase mortality risk in dementia residents (McKnight’s LTCN)

Federal officials stop home healthcare fraud scheme (McKnight’s LTCN)

Assisted Living included in National Alzheimer’s Plan (ALFA)

The Senior Housing Crime Prevention Foundation claims to reduce crime in nursing homes (McKnight’s LTCN)

Hearing loss linked to risk of falling (Long-Term Living)

The Obama Administration issues a draft of a new national strategy to fight the rise of Alzheimer’s disease. (The Washington Post)

A study found that talk therapy and exercise can improve stroke related fatigue (McKnight’s LTCN).

Alzheimer’s drug could have unfavorable side effects. (Long-Term Living)

Long-Term Living covers the possibility of changing  the Five-Star Rating system, including changes leading senior care associations would like to see implemented. (Long-Term Living)

U.S. Supreme Court rules that West Virginia courts incorrectly applied federal law in nursing home arbitration cases. (McKnight’s LTCN)

Silverchair’s Senior Director, Regulatory Compliance and Content, Debi Damas, covers the long-term benefits of a positive employee orientation on McKnight’s SearchEldercare website in “Orientation: The Right Start.”

A study “breaks new ground” in Alzheimer’s and dementia research (McKnight’s LTCN).

The Assisted Living Disclosure Collaborative has created a tool to help consumers compare Assisted Living options (ALFA).

E-prescribing tool is aimed at skilled nursing and assisted living (Long-Term Living).

Overeating may contribute to memory loss in the elderly (ALFA).

Most states are not planning more Medicaid cuts (McKnight’s LTCN).

Silverchair’s client, Lexington Health Care Center of Chicago Ridge, was awarded the Joint Commission’s Gold Seal of Approval (Lexington Health Network).

A study found that the lifespan of Americans is shorter than previously thought (McKnight’s LTCN).

Healthcare jobs will account for one-quarter of new jobs by 2020 (McKnight’s LTCN).

U.S. News and World Report released the Best Nursing Homes 2012 (Long-Term Living).

A new report found salary increases for senior living professionals (ALFA Update).

A common pay system for post-acute care may be within reach (McKnight’s LTCN)

A new proposal in Massachusetts requires minimum Alzheimer’s training standards for senior care employees (Boston.com)

We released our Therapy Curriculum, in partnership with Dynamic Learning Online!

Silverchair also partnered with Indiana Health Care Association as their online training partner

Long term care M&A activity grew 39% in 2011, rising to $16.3 billion (Long-Term Living)

Occupancy rates also grew in Q4 2011 (McKnight’s LTCN)

Blood tests may show how fast Alzheimer’s disease will progress (ADVANCE for Long-Term Care Management)

SNFs are focusing more on individual therapy (McKnight’s LTCN)

The Joint Commission has posted their 2012 National Patient Safety Goals for Long Term Care (Medicare/Medicaid), Long Term Care, and Home Care. These goals are effective as of January 1, 2012. Other accrediting bodies will be close on their heels.

The purpose of the National Patient Safety Goals is to assist accredited organizations in attending to issues regarding patient safety.  These goals are developed by the Patient Safety Advisory Group that consists of professionals who have experience in dealing with safety issues in the healthcare setting.

The goals for Long Term Care (Medicare/Medicaid) include the following:

1. Identify residents correctly (use at least two ways – like name AND date of birth)
2. Use medicines safely (focus on blood thinners, complete and up-to-date medication information)
3. Prevent infection (Use CDC or WHO goals and protocols for hand cleaning. Use proven guidelines when providing central line care)
4. Prevent falls (assess for risk of falls and take actions to prevent falls)
5. Prevent bed sores (assess for risk of bed sores and take actions to prevent bed sores)

The goals for Home Care include:

1. Identify residents correctly (use at least two ways – like name AND date of birth)
2. Use medicines safely (focus on blood thinners, complete and up-to-date medication information)
3. Prevent infection (Use CDC or WHO goals and protocols for hand cleaning. Use proven guidelines when providing central line care)
4. Prevent falls (assess for risk of falls and take actions to prevent falls)
5. Identify patient safety risks (focus on patients with home oxygen and fire safety)

In the realm of senior healthcare, it is imperative to keep senior care staff up-to-date. Silverchair can help! Courses from Silverchair automatically update when federal regulation changes. So start preparing now!

The Holiday Season: It’s easy to get swept up in searching for the “big” gift, cooking a big holiday meal, and racking up big miles visiting family and friends! For many of us, the holidays are a BIG time of year.

However, we often find that the small gestures—a card from a friend, a great phone call with a family member, or a quick visit—provide the biggest return. In senior care especially, we’ve seen first-hand how a kind word or gesture can have a positive effect on caregivers and seniors alike.

For example, the end of the year is a hectic time for the Service Delivery department at Silverchair Learning Systems.  In addition to the day to day consultations with clients and end-of-the-year projects like assisting with new assignment plans, new electives catalogs, and new client-authored courses, the Service Delivery team stays busy writing and sending personalized holiday cards to more than a thousand individual clients and contacts.

In today’s ‘rapid-fire’ world of email and social media, you might wonder why put forth the effort, when you can easily send an email instead? Our holiday card project is one of many traditions founded in providing personalized customer service that Silverchair is unwilling to give up despite a rapidly-growing client base. It’s a small gesture, but we hope it nurtures the sort of client relationships that allow us to be a trusted source for providing solutions to all the complex problems that face the eldercare industry. It’s amazing to see and hear the stories of appreciation for taking the time to deliver a personalized note to someone, and it helps us to continue to cultivate our culture of caring and service.

To all of our clients, partners, and friends, we wish you Happy Holidays from Silverchair Learning Systems. As always, we’re thankful that we’ve spent another year providing the highest level of service—and we look forward to an even better 2012!

- posted by Service Delivery, December 21, 2011