Nursing homes today face a multitude of challenges ranging from census declines, staffing shortages, increased scrutiny and penalties, and financial pressure to do more with less. Competition among those who remain will only become more fierce - so how can you make your facility stand out now to attract future resident referrals?  

The answer may be simpler than you think.

Choose to focus on the quality of care your facility provides, and everything else will fall into place. Below are six tips you can easily implement within your facility that will keep your residents smiling, and keep you reaching for the “stars”. 

1. Listen to your patient

While this might be an obvious one, it is arguably the most important one and therefore worth reiterating. The term “patient’s voice” is one you will begin to hear more frequently over the next year. The Centers for Medicare and Medicaid Services (CMS) will introduce more Minimum Data Set (MDS) interviews that prioritize patient goals over those of the clinician. Patients will have more opportunity to speak for themselves, and it is your responsibility as a caregiver to listen. What does the patient want to accomplish during their stay? Is it their goal to return home after discharge, or do they plan to stay long-term?

There are mandated assessment tools and interviews that should be utilized to not only help determine a patient’s cognition, but to aide in uncovering issues related to transportation, medication, nutritional approaches and other expectations. Ensure that the staff member who will be completing the scripted interview has been trained to do so. 

2. Address grievances in a timely manner

Regardless of how big or small a complaint may seem, document them and address them in a timely manner. Residents or their family members should never feel uncomfortable voicing their concerns to a member of the staff. If they do, it will create a barrier that will make it more difficult to achieve amicable resolutions. Even the smallest grievances have the potential to escalate when they appear to go unaddressed, so be sure to acknowledge feedback right away, even if you need more time to offer a solution. 

To keep the lines of communication open, encourage your staff to seek regular feedback from residents. This could be as simple as asking “how are you doing today?” or “was your breakfast warm enough this morning?” Some individuals may prefer sharing their opinions in writing, so try to offer opportunities that allow everyone to share their input openly. 

3. Build ties with your resident’s advocates

When individuals are admitted into a long-term care facility, the adjustment can be difficult not only for the resident, but for their families and loved ones. Communication with all involved parties should not be overlooked as an integral component of quality care. By law, facilities are required to meet with the resident’s family or responsible party within 48 hours of admittance. This time is utilized to gain a better understanding of the resident’s physical and mental health history, and it should also be a time to communicate facility policies so expectations are clear. 

But communications with loved ones should not end there. Research suggests that family involvement can help ensure facilities provide quality care, so use this to your advantage. Include families when discussing care plans, and keep them informed when there are changes in the resident’s condition. Families should be encouraged to visit, and staff should develop their own rapport with regular visitors, who are often important advocates for the resident. When trust can be established between everyone, the resident’s outcome can be more favorable.

4. Fulfill physical and emotional needs

Some facilities have already recognized the need to expand their range of care to achieve census goals. These efforts must be backed up by clinical staff that can deliver the level of care those patients will require. Adequate staff qualifications and ratios is not the end-all be-all for fulfilling a resident’s physical needs, but it can certainly help prevent unnecessary headaches.

Perhaps equally as important as a resident’s physical needs is their emotional needs. The COVID-19 pandemic shed light on the compounding effects of social isolation and the damage that mental health can do to physical health. For residents who prefer to stay busy and active, keep a calendar full of events that encourage them to socialize and exercise both their body and mind.   

5. Prioritize good customer service

It’s easy to get bogged down with all the constantly changing regulations that facilities are required to follow. The day-to-day routine of “checking boxes” can become sterile and impersonal, even for those with the best of intentions. Residents want to feel confident that you care about them personally, so take the initiative to go the extra mile.  

Be intentional in your resident interactions, and always focus on making them feel welcome, comfortable and satisfied. A resident’s meal plan, for example, is a good place to start because this tends to be something they really look forward to! If you notice a resident has not touched their dinner plate, take interest in their feedback and kindly offer a substitute.

6. Create system-wide transparency

Information is more accessible now than it has ever been before. Good or bad, it is available to residents, their families, investors and the public. The most common source for data is the CMS Care Compare website, which allows users to look up a facility’s star rating before deciding whether they want to engage with them or not. These ratings are directly tied to quality measures, and they are broken down into categories that may require additional insight to fully understand.

Nursing home managers and leadership should keep close tabs on their ratings and use it as a source for certain decision-making. Detailed results should be shared with every stakeholder, as well as improvement plans and progress reports. Keep in mind that no system is ever perfect, and there may be a good reason why one rating category appears higher or lower than the state or national average. In these instances, it may be beneficial to have formal statements prepared that can assist your staff when inquiries regarding performance are received.

Enhance Outcomes with Richter

Quality of care expectations within nursing home facilities continue to evolve, and organizations who put forth the effort to adapt and grow will be better positioned for long-term sustainability. Invest in your future now by engaging with a qualified LTPAC performance advisor such as Richter. Our clinical consulting team is trained to identify processes that are causing a break down in the delivery of care, and provide actionable solutions to help you achieve your care goals. To learn more about our comprehensive solutions, contact us here or call us at 866.806.0799.