What would you like to have if you were suddenly in a nursing home?
How would you feel if you are feeling bored and restless at home and you decide to go out for a walk but you find that your front door has been locked and a stranger appears and tells you to go and sit-down?
How would you feel if you are taking a nap at home and some stranger wakes you and tries to undress you?
How would you feel if you open your door to a stranger who tells you it is time you had a bath?
Get the picture? That is the one that Mary Tellis-Nayak convincingly presented at her session at the AHCA conference in Las Vegas in September. With co-presenters from Planetree and Brown University, they covered how data can be used to improve employee and resident experiences. Mary is a spokesperson for My InnerView, an organization that measures employee, resident and family satisfaction in nursing homes.
I won't dwell on the research findings. You can read them at the above link and I will also be writing about their 2011 findings in the future. Suffice it to say staff want managers who care, listen and care about their stress. In all they measure 22 attributes and that gets to the core of resident, family and employee needs.
The gist was we need to move from:
- Treatment based on diagnosis to care based on individual need.
- Schedules convenient to staff to schedules established around resident need.
- Work is task oriented and easily transferred person to person to relationship service and consistent assignment.
- Facility belongs to staff to the facility is the resident's home.
- Activities revolving around the activity director to spontaneous activities around the clock.
When you have the above you awaken to the fact that the traditional nursing home and the overall experience of aging is largely unacceptable.
According to Mary, and consistent with my beliefs, new values and beliefs are needed and must be internalized. Leaders need to design a work environment that clearly communicates the new expectations to the employees and the residents. And when this happens there is a clear return on investment and on quality.
- fewer anti-psychotic and anti-anxiety medications
- decline in sleeping medications
- decline in hospitalizations
- decline in food costs
- decline in nutritional supplements
- decline in weight loss
- decline in incontinence supplies
- increase in the involvement in low-functioning residents
- positive financial results
- high retention of staff
Thanks Mary for reminding us that doing the right thing has an ROI and it is beyond financial.
Learn more ~ or join the conversation!
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