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 LED Talks Focus on Getting People and Processes Right

The 2019 Provider magazine LED Talks featured stories of heroism, corporate resiliency, and unconventional thinking in long term and post-acute care. The talks were held today at the American Health Care Association/National Center for Assisted Living Quality Summit in Tampa, Fla.

Speakers included Richard Juman, PsyD, national director of psychological services at TeamHealt;, Chris Bryson, president and chief executive officer of Consulate Healthcare, based in Maitland, Fla.; and Jessica Johnson, former administrator at Heritage Health Care in Paradise, Calif., and current administrator for Rockport Healthcare.

Juman told attendees that it is okay to think outside the box when it comes to managing the mental health of residents, and in particular those with depression. It is not enough to know that a resident is suffering from depression, but, more important, know that there is not a one-size-fits-all approach and how to treat each person individually, based on their personal history.

Bryson focused on how he and his team led a rebuilding of the culture and philosophy at what was a floundering organization, following a merger between two companies. The new approach focused primarily on meeting the needs of people first, instead of financial metrics.

He also discussed the importance of treating staff with the proper respect they deserve, which includes not only giving them goals for performance and compensation but also for how quality of care is the first priority above all else.

Some of Consulate’s turnaround, which Bryson says is still a work in progress, has seen staff turnover drop nearly by half, from 80 percent to 42 percent, and quality scores have improved dramatically as well.

He credits this to investments in people, purpose-driven mission, and the organization having the hope and patience to see through the plan.

Johnson described a dramatic evacuation from her former Paradise, Calif., facility, which was destroyed in the tragic California wildfires last November. She said beyond relying on gut instincts to get her residents and staff evacuated, the ability to deploy emergency preparedness processes helped avoid any injuries to residents.

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