| Balancing Technology and Humanity in Long Term Care | <p><img src="/Articles/PublishingImages/740%20x%20740/telehealth2.jpg" class="ms-rtePosition-2" alt="" style="margin:5px;width:200px;height:200px;" />The integration of technology into long term care is revolutionizing the way we approach this delicate and crucial stage of life. Being an executive in the senior care space for decades, I've witnessed firsthand the profound impact that technological advancements can have on enhancing the quality of care, communication, and comfort for patients and their families. From innovative medical devices to sophisticated data management systems, technology is not just a tool but a transformative force that is reshaping the landscape of long term care.</p><p>This proactive approach to long term care not only improves patient outcomes but also alleviates the stress and anxiety often experienced by families, knowing that their loved ones are under constant, attentive care. Technology's impact will be significant on the efficiency of care delivery, but also in upholding the dignity and preferences of those at the end of their life, making the journey as peaceful and respectful as possible.</p><h3>Revolutionizing Patient Monitoring and Care Delivery</h3><p>Wearable devices and remote monitoring systems enable the continuous tracking of vital signs such as heart rate, blood pressure, and oxygen levels, providing health care providers with real-time data that can be crucial in detecting early signs of distress or deterioration. This level of constant vigilance allows for timely interventions, which can significantly improve patient outcomes and enhance their quality of life. For instance, a sudden drop in oxygen levels can be immediately addressed with supplemental oxygen or medication adjustments, preventing further complications and ensuring the patient's comfort.</p><p>Telehealth has also emerged as a game-changer in long term care, particularly in reaching patients in remote or underserved areas. Through virtual consultations, patients can access specialized care without needing stressful and often difficult travel. This not only provides them with the best possible medical advice but also ensures that they remain in the comfort of their own homes. Telehealth platforms enable continuous communication between patients, families, and health care teams, keeping everyone aligned and informed about the patient's condition and care plan.</p><h3>Enhancing Pain Management and Comfort</h3><p>Innovations such as smart drug delivery systems, which can administer precise doses of pain medication based on real-time assessments, are transforming traditional approaches to pain relief. These systems can adjust dosages automatically, responding to fluctuations in a patient’s pain levels without the need for constant manual intervention by health care providers. This ensures that patients receive the right amount of medication at the right time, minimizing pain while reducing the risk of overmedication and its associated side effects. </p><p>AI and machine learning algorithms are also being employed to predict and manage pain more effectively. By analyzing data from various sources, AI can identify patterns and anticipate pain episodes before they become severe. This proactive approach allows for preemptive adjustments in pain management strategies, ensuring that patients remain comfortable, and their pain is controlled. Additionally, virtual reality and other immersive technologies are being used to provide patients with non-pharmacological methods of pain relief and relaxation.</p><h3>Personalizing Long term Care through Data and AI</h3><p>The utilization of data analytics and artificial intelligence in long term care is paving the way for highly personalized and effective treatment plans. By harnessing vast amounts of patient data—from medical histories and genetic information to real-time health metrics—AI algorithms can identify unique patterns and trends that inform individualized care strategies. These insights enable health care providers to tailor interventions precisely to the needs and conditions of each patient, ensuring that care is not only more effective but also more respectful of the patient's personal preferences and medical history. For example, predictive analytics can help identify patients who may benefit from early palliative care interventions, thus enhancing their quality of life sooner rather than later.</p><p>AI-driven decision-support tools are also revolutionizing how care plans are developed and adjusted over time. These tools can process complex data sets to generate recommendations for symptom management, medication adjustments, and other critical aspects of care. They provide health care professionals with actionable insights that go beyond traditional clinical guidelines, allowing for more nuanced and responsive care. This level of personalization ensures that long term care is dynamic and adaptable, meeting the evolving needs of patients as their conditions change. Additionally, data-driven approaches can facilitate more meaningful conversations between health care providers, patients, and families about treatment options, ultimately supporting more informed and compassionate decision-making.</p><h3>Ensuring Ethical and Compassionate Care</h3><p>Incorporating technology into long term care necessitates a strong commitment to ethical standards and compassion. While technological advancements offer tremendous benefits, it is crucial to ensure that they are used in ways that uphold the dignity and autonomy of patients. Consent and privacy must be prioritized when collecting and utilizing patient data. Clear, transparent communication about how data will be used and the potential benefits is essential in building trust with patients and their families. Additionally, ethical frameworks must guide the development and implementation of AI and other advanced technologies to prevent biases and ensure equitable care for all patients, regardless of their background or socioeconomic status.<br><span><img src="/Articles/PublishingImages/2023/MelissaPowell.png" class="ms-rtePosition-2" alt="Melissa Powell" style="margin:5px;" /></span></p><p>Compassion must remain at the heart of long term care, even as we embrace technological tools. Technology should enhance, not replace, the human touch that is so vital during this sensitive time. Health care providers must continue to engage with patients and families personally, offering empathy, understanding, and emotional support. Technologies like telehealth can facilitate these connections by enabling more frequent and meaningful interactions. Still, the essence of compassionate care lies in genuine concern and respect for the patient's experiences and wishes. Balancing technological efficiency with ethical considerations and compassionate practices ensures that long term care remains holistic, humane, and centered on the patient's well-being.</p><p>As we continue to navigate this evolving landscape, our ultimate goal must be to provide care that is not only technologically advanced but also profoundly humane.<br><br><em>Melissa Powell is </em><em>the COO of Genesis Healthcare, a network of 250 facilities across 22 states.</em><br></p> | 2024-09-12T04:00:00Z | <img alt="" src="/Articles/PublishingImages/740%20x%20740/telehealth2.jpg" style="BORDER:0px solid;" /> | Technology;Management | Melissa Powell | From innovative medical devices to sophisticated data management systems, technology is not just a tool but a transformative force that is reshaping the landscape of long term care. |
| 2024 AHCA/NCAL Awards Program Honorees | <p>The American Health Care Association/National Center for Assisted Living (AHCA/NCAL) pay tribute to the best and brightest in long term and post-acute care. Individuals and groups honored with awards will be recognized during Delivering Solutions 24, the AHCA/NCAL Convention & Expo in Orlando, Fla.</p><div><br></div><p><span></span><strong>Alice Smith</strong><br>Highland Park Care Center and Highland Park Assisted Living, Alliance, NE<br><em>AHCA Leader of the Year Award</em></p><div><p><span><span><img src="/Issues/2024/Fall/PublishingImages/AliceSmith-awards.jpg" class="ms-rtePosition-1" alt="Alice Smith" style="margin:5px;" /></span></span>Alice Smith, the administrator of both Highland Park Care Center and Highland Park Assisted Living in Alliance, Neb., has been recognized as the 2024 AHCA Leader of the Year. This award honors a leader in a long term care facility who demonstrates outstanding innovation, achievement, and capabilities in providing high-quality, person-centered care.<br></p><p>Smith's leadership ensures high-quality care for residents and fosters a supportive environment for her staff. Her genuine connection with residents and staff highlights her servant leadership style.</p><p>Smith’s approach empowers staff to make decisions that prioritize resident care. This strategy has resulted in a high-performing team capable of creating enriching experiences for residents. Under her guidance, residents participate in activities such as riding motorcycles and in community parades, enhancing their quality of life.</p><p>Smith actively involves her facilities in community collaborations, partnering with local non-profits and organizing various drives to support those in need. These initiatives integrate community involvement into residents' daily lives and foster multi-generational connections.<br></p><p>During the COVID-19 pandemic, Smith adhered to stringent guidelines to ensure resident safety, worked in various departments, and obtained her nursing assistant certification to better assist the nursing staff. She also fundraised for adaptive bikes, allowing residents to safely enjoy outdoor activities.<br></p><p>Smith’s achievements include leading Highland Park Care Center to earn the 2024 Silver Quality Award and Highland Park Assisted Living to earn the 2024 Bronze Quality Award. Her dedication to enhancing the quality of life for residents, combined with her adherence to the facility’s mission, vision, and values, underscores her deservingness of this award.</p></div><div><span></span><strong>Ami A. Mendez</strong><br>Avista Senior Living North Mountain, Phoenix, AZ<br><em>NCAL Leader of the Year<br></em></div><p><span><span><img src="/Issues/2024/Fall/PublishingImages/AmiMendez-awards.jpg" class="ms-rtePosition-1" alt="Ami A. Mendez" style="margin:5px;" /></span></span>NCAL recognizes extraordinary leaders in assisted living who exemplify excellence, dedication, and innovation. This year's NCAL Leader of the Year Award goes to Ami A. Mendez, whose impact on her community and facility is profound.<br></p><div><p>Mendez, a certified nursing home administrator and assisted living manager, has set a remarkable standard of care over her nine-year tenure at Avista Senior Living North Mountain in Phoenix, Ariz. Her leadership has fostered a high-performing team that recently achieved a perfect score on its deficiency-free annual survey and was awarded the 2024 National Bronze Quality Award by AHCA/NCAL. <br></p><p>Mendez’s commitment to addressing the needs of an often-marginalized, elderly population who relies on Medicaid is evident through the specialized programs she has developed. Under her guidance, the community has become a beacon of hope for low-income seniors.  <br></p><p>Mendez serves a dual role within her company, which has grown from three to thirty communities and in six states during her tenure. She is responsible for the daily operations of the 149-bed assisted living facility and is also a key player on the company's executive team. Saving the company thousands of dollars, she has a unique skill set that allows her to customize the company's electronic health record by building more satisfying, digestible, and efficient tools for caregivers and med techs. She is also responsible for writing network-wide policy and answering compliance-related and other questions from other assisted living managers. Through 33 years of experience, her ability to provide resources to her peers, company, and residents is unmatched. She has introduced and designed company-wide programs and risk-mitigating documentation tools. <br></p><p>Her dedication to ethical practices and protecting resident rights while simultaneously investing in the team is evident. She has embraced and implemented a leadership philosophy focusing on team members’ behavior toward others. She fondly calls this approach the "commitment to my coworker." Aiming to create a fun, vibrant, safe, and trusting work environment, this approach sets expectations for newly hired team members who must understand their role in another person's experience. They are taught ways to approach each other that demonstrate grace and mercy. Team members must demonstrate the tenets of this philosophy to stay on the team. She has never used agency assistance since being initially licensed in 2003. Her argument stands firm: "If you wouldn't let a stranger care for your own family members, why would I let strangers care for those entrusted to us.”<br></p><p>Mendez's dedication to mentorship is reflected in the fact that 100 percent of her leadership team has been promoted from within, creating career paths for multiple entry-level team members who have advanced to managerial roles.<br></p><p>Mendez has received company, community, and professional recognition throughout her career. She received the Eli Pick Facility Leadership Award for consistent quality outcomes and was recognized in 2023 and 2024 as one of the Top 50 Women Leaders in the state. Recently, her company awarded her the HERO award for her outstanding work, and she has been awarded the AHCA/NCAL Bronze Award two times in her administration. <br></p><p>Her dedication to enhancing the quality of life for residents underscores her deservingness of this award.</p><p><br></p><p><strong>Neil Pruitt, Jr.</strong><br>Chairman and CEO of PruittHealth, Inc., Norcross, GA<br><em>Mary K. Ousley Champion of Quality</em></p></div><div><p><span><img src="/Issues/2024/Fall/PublishingImages/NeilPruitt-awards.jpg" class="ms-rtePosition-1" alt="Neil Pruitt, Jr." style="margin:5px;" /><strong></strong></span>Neil Pruitt, Jr., chairman and CEO of PruittHealth, Inc., headquartered in Norcross, Ga., has been named the 2024 recipient of the Mary K. Ousley Champion of Quality Award by AHCA. This prestigious award honors individuals who have significantly advanced quality performance in long term and post-acute care.<br></p><p>Pruitt has been a long-standing champion for quality in long term care (LTC), making substantial contributions that have raised the importance of quality within the profession. As board chair for AHCA, he established the quality and regulatory divisions in 2011 and launched the Quality Initiative in 2012, leading to a nearly 50 percent reduction in antipsychotic use through a national partnership with the Centers for Medicare & Medicaid Services (CMS). He also advocated updating the LTC Trend Tracker platform and secured funding for the Center for Long-Term Care Quality & Innovation at Brown University in 2014.</p><p>Under Pruitt’s leadership, AHCA developed and sought endorsement from the National Quality Forum for post-acute care quality measures, including functional outcome measures in mobility and self-care, hospitalization, and discharge to the community. These measures influenced CMS’s Skilled Nursing Facility Quality Reporting Program and led to changes in how CMS measures discharge to the community. He also supported the Protecting Access to Medicare Act in 2014, establishing the CMS Hospital Value-Based Purchasing Program, and created the CoreQ satisfaction measure, now a standard for satisfaction measurement in skilled nursing and assisted living facilities.</p><p>Pruitt's contributions extend beyond policy. He set up the Quality Cabinet at AHCA/NCAL, bringing together all quality-related committees to develop the association’s position on regulatory, five-star, and payment issues. His efforts have significantly influenced national standards and the quality of care provided to residents, underscoring his commitment to improving resident outcomes within the LTC sector.<br></p><p>In addition to his role at AHCA, Pruitt served as chair of the Georgia Health Care Association. In 2013, he was appointed to the Commission for Long Term Care, a 15-member panel charged with developing plans for a comprehensive, coordinated, and high-quality system ensuring long term care for older adults and people with disabilities. He also served as chair of the board of trustees of the University System of Georgia Foundation and currently serves as a board member for the Georgia Regents Health System.</p></div><p><strong>Jayden Chandler</strong><br>Rock Creek of Ottawa, Ottawa, KS<br><em>NCAL Noble Caregiver</em></p><div><p><span><img src="/Issues/2024/Fall/PublishingImages/JaydenChandler-awards.jpg" class="ms-rtePosition-1" alt="Jayden Chandler" style="margin:5px;" /><strong></strong></span>Jayden Chandler, a caregiver from Rock Creek of Ottawa in Ottawa, Kans., has been honored with the 2024 Noble Caregiver Award by NCAL. This award recognizes frontline caregivers who significantly improve the quality of life for residents and create a better work environment for staff.<br></p><p>Chandler's compassion and dedication are evident in her daily interactions, as she ensures each resident feels at home with individualized care.<br></p><p>Her problem-solving skills, particularly in dementia care, have improved residents' daily lives. Chandler engages residents through activities they enjoy and maintains a positive attitude, even on challenging days. <br></p><p>Beyond her scheduled work hours, Chandler dedicates her time to assist with activities. She also volunteers at an animal shelter and brings pets into the facility to help soothe residents and address behavioral challenges.<br></p><p>Chandler has completed abilities expert training, specializing in dementia care, and has become the abilities care champion for her facility. In this role, she trains staff on various levels of dementia, ensuring comprehensive resident care.<br></p><p>Additionally, Chandler is pursuing further education in nursing with a focus on gerontology. She plays a vital role in training new staff, ensuring they understand residents' specific needs and care tasks. <br></p><p>Chandler’s commitment to person-centered care and improving residents' lives has enhanced residents' quality of life and strengthened her facility's community, making her a deserving recipient of this award.</p><p><strong>Rick Baldini</strong><br>Waters Edge Health & Rehabilitation, Kenosha, WI<br><em>AHCA Noble Caregiver</em></p><p><img src="/Issues/2024/Fall/PublishingImages/RickBaldini-awards.jpg" class="ms-rtePosition-1" alt="Rick Baldini" style="margin:5px;" />AHCA's Noble Caregiver Award recognizes frontline staff for their contributions to improving residents' quality of life and creating a better work environment. Rick Baldini, the maintenance director at Waters Edge Health & Rehabilitation in Kenosha, Wis., exemplifies exceptional dedication and person-centered care.<br></p><p>Baldini enhances the well-being of residents and overall morale at Waters Edge. His interactions go beyond routine maintenance tasks; he engages with residents personally, understanding their needs and preferences. His involvement in facility activities, such as fundraising events, demonstrates his commitment to fostering a supportive community.<br></p><p>Baldini’s commitment to residents’ quality of life is evident in his prompt attention to maintenance needs, even beyond regular hours. He proactively identifies and resolves issues, ensuring a well-maintained facility.<br></p><p>By maintaining and repairing essential equipment like mobility aids and beds, Baldini empowers residents to live as independently as possible. Baldini’s versatility is further demonstrated by his willingness to assist with tasks outside his typical responsibilities.<br></p><p>Additionally, Baldini's proactive problem-solving and support for new staff members contribute significantly to the facility's smooth operations.<br></p><p>Baldini's dedication to improving residents' quality of life, positive attitude, and unwavering commitment make him a standout caregiver in the long term care community.<br></p><p><strong>Gail Sheridan, RN</strong><br>Executive Vice President of Lifespark Senior Living, St. Louis Park, MN<br><em> Jan Thayer Pioneer Award</em></p><p><img src="/Issues/2024/Fall/PublishingImages/GailSheridan-awards.jpg" class="ms-rtePosition-1" alt="" style="margin:5px;" />Gail Sheridan, RN, a recognized leader in person-centered care, has been awarded the 2024 Jan Thayer Pioneer Award by NCAL. As the executive vice president of Lifespark Senior Living in St. Louis Park, Minn., Sheridan has focused on enhancing clinical systems, quality improvement, and regulatory compliance. Her efforts have improved operational outcomes and created a supportive environment for staff and residents.<br></p><p>The Jan Thayer Pioneer Award honors individuals who have significantly advanced the senior care profession. Named after NCAL’s first board chair, Jan Thayer, this award recognizes dedication, leadership, and impactful contributions—qualities that Sheridan exemplifies.<br></p><p>Sheridan has played a key role through leadership roles in various organizations. Her involvement with Care Providers of Minnesota (CPM) includes serving on the board of directors for more than 10 years and serving as the chair of the board, as well as chairing the Quality Committee. Sheridan has also been a multiple winner of the CPM Member of the Year award.  <br></p><p>At the national level, she has served on the NCAL Board of Directors, as AHCA/NCAL Quality Cabinet co-chair, chair of the AHCA/NCAL Workforce Committee, and on various AHCA/NCAL committees, including the Survey/Regulatory Committee and the Emergency Preparedness Committee.<br></p><p>Sheridan developed tools to help providers respond to adverse events and improve quality assurance and performance improvement programs. Her ability to harness collective knowledge has resulted in practical, widely supported recommendations, improving compliance and transparency in the sector.<br></p><p>Sheridan's hands-on approach is evident in her daily interactions with staff, residents, and families. Her leadership promotes excellence and person-centered care in senior living communities. She is also recognized as a catalyst for innovative approaches that enhance the overall customer experience in senior care.<br></p><p>In addition to her contributions, Sheridan served in the U.S. Navy, showcasing her lifelong commitment to service and excellence.<br></p><p>Sheridan's three decades of dedication to senior care and her extensive contributions at both the state and national levels have left a lasting impact on the profession, setting a high standard for quality and innovation in care. <br></p><br></div> | 2024-09-11T04:00:00Z | <img alt="" src="/Issues/2024/Fall/PublishingImages/ahcancal_blk.jpg" style="BORDER:0px solid;" /> | Caregiving | | AHCA/NCAL pays tribute to the best and brightest in long term and post-acute care. Individuals and groups honored with awards will be recognized during Delivering Solutions 24. |
| Behind the Program | <p>AHCA/NCAL applauds the hard work of the <a href="/Issues/2024/Fall/Documents/2-bs_Exam%20Judge%20PrvFall24.pdf" data-feathr-click-track="true" data-feathr-link-aids="60b7cbf17788425491b2d083" target="_blank"><img class="ms-asset-icon ms-rtePosition-4" src="/_layouts/images/icpdf.png" alt="" />2024 National Quality Award Examiners, Judges, and Quality Award Board</a> for their time and dedication to improving long term care through the Quality Award journey.</p><p>Explore incredible journeys of recipients and share your story on the new Quality Award Stories website <br>at <a href="https://www.ahcancal.org/Quality/National-Quality-Award-Program/Pages/Quality-Award-Stories.aspx" data-feathr-click-track="true" data-feathr-link-aids="60b7cbf17788425491b2d083" target="_blank">ahcancal.org/QualityAwardStories</a>.<br><br></p> | 2024-09-11T04:00:00Z | <img alt="" src="/Articles/PublishingImages/740%20x%20740/QualityAward_logos.jpg" style="BORDER:0px solid;" /> | Quality | | AHCA/NCAL applauds the hard work of the 2024
National Quality Award Examiners, Judges, and Quality Award Board for their time and dedication to improving long term care through the Quality Award journey. |
| Business Operations Keep the Long Term Care Engine Running | <p><img src="/Issues/2024/Fall/PublishingImages/BusOps.jpg" class="ms-rtePosition-1" alt="" style="margin:5px;width:200px;height:200px;" />While the clinical teams at post-acute and long term care facilities are working to provide excellent care for residents, the business operations staff are busy behind the scenes laboring to keep the engine running. Business operations teams face some of the same challenges their clinical colleagues face, plus a few of their own. Nonetheless, they are using technology, partnerships, and teamwork to keep things moving while planning for the future.</p><h3>A Short Story of Staffing</h3><p>Much like the clinical side of facilities, business operations staffing took a hit during the COVID-19 pandemic. Some people left the field and others retired. As a result, said Helen Bautista, LNHA, administrator at Bridgeway Senior Healthcare, “we have worked hard at our recruitment process, and we really try to promote from within.” <br></p><p>Recently, for instance, Bridgeway promoted a medical records staff member to a business office job. “She had been in medical records for years and wanted a new challenge. We thought she was a perfect fit,” Bautista said. While the new role required some training, she said, “we try to take this kind of approach to help combat the staffing challenges.” <br></p><p>She noted that even when outside applicants have experience in business operations, it is rare to find those with a background in or knowledge of long term care. “It’s hard to find people who can hit the ground running when they come in if they do not have any experience in long term care,” Bautista explained. “We have found that people from within our own organization or from within the industry have a higher probability of success in a new role because they understand our mission.” When training has to start from scratch, it can be time-consuming and expensive. <br></p><p>In the way that facilities and organizations partner with nursing and medical schools to attract clinical staff, some long term care providers are connecting with area schools to engage students interested in billing, purchasing, accounting, and other areas. “We partner with a few high schools in the area, where students come in for volunteer hours. These experiences had typically focused on interactions with residents, but we are now working toward the development of a program that gives students the opportunity to understand how various departments—including the business office—work together,” said Bautista. <br></p><p>Agility and flexibility are key in business operations. “We ensure that everyone in our business office and admissions department are cross-trained on key tasks and know the overall responsibilities of each team member,” Bautista explained. “This gives us some flexibility if someone is out sick, goes on vacation, or a position is vacated for some reason. This helps to ensure that the team can continue to function despite absences.” <br></p><p>During the pandemic, many business operations team members got used to working remotely, and now having employees come back to the office can be a challenge. “We live in an era when people just want to work from home,” Bautista said. “We have noticed during interviews that a work-from-home option is a frequently asked question. Our strategy is to accommodate this on an as-needed basis to give potential candidates the opportunity for flexibility when it is needed. However, we have seen that on-site work creates a teamwork environment and lets people engage with the residents.” </p><h3>To Outsource or Not</h3><p>Outsourcing is a viable option, especially for smaller organizations that don’t have in-house experts. This approach can be as broad or narrow as an organization chooses. It’s possible to outsource entire management teams or small segments of services, such as IT, food service, and accounts receivable/payable. Medical data entry is among the most common outsourced nonclinical services in nursing homes. Other outsourced services include billing and coding, receivables, IT support, and insurance claims processing.<br></p><p>Outsourcing can enable the organization to provide specialized expertise, cost savings, and enhanced services. It also enables organizations to scale services up or down based on demand. <br></p><p><img src="/Issues/2024/Fall/PublishingImages/JayBiere-BusOps.jpg" alt="Jay Biere" class="ms-rtePosition-2" style="margin:5px;" />However, it also can lead to a loss of control and cohesiveness, concerns about data security, and inconsistency in quality. Jay Biere, CEO of Plymouth Place, said that outsourcing is hit or miss in long term care. He offered, “I think you should outsource if there’s a situation where there are significant labor challenges or shortages or if you are having difficulties in a particular area.” <br></p><p>He added, “I eliminated outsourcing when I came here, but I know how it works and when it is useful or necessary.” He further shared that he wouldn’t hesitate to outsource again if Plymouth Place “didn’t have the skills or competency resources to do something, and I was assured of the quality we would receive.”<br></p><p>Biere also noted that partnerships and joint ventures might be valuable or necessary when an organization adds an entity or a service. For instance, Plymouth Place just launched Plymouth at Home, a new service offering care, home management, and home-improvement solutions for local residents. He explained, “We have two partners that we work with to provide the services, and they handle their own billing and business operations; so, in essence, it’s a joint venture. Our company provides a concierge manager to interact with the customers.” <br></p><p>This manager follows up with clients in their homes to make sure they are getting what they need and to make sure nothing falls through the cracks. <br></p><p>To ensure that the service partners share Plymouth Place’s values and mission, Biere said, “we vetted them years ago. They work here in our local community, and we know their quality, character, services, and commitment to excellence.”</p><h3>Taking Charge with Tech</h3><p>While we may not have high-functioning robots to do many office tasks as some old sci-fi movies suggested, technology is playing a key role in business operations. These tech innovations are streamlining and simplifying tasks, taking some of the potential for human error out of certain activities, enabling ease of data collection and analysis, and enhancing communication and information sharing. <br></p><p>“Much like the clinical staff, business operations is always looking for ways to be more efficient and accurate. Any time you can save a couple of clicks and a few minutes, it can add up to significant time savings,” said Tom Haithcoat, president of Ceptor Consulting, LLC. He stressed that one important role of technology is to ensure that everyone—business operations and clinical teams alike—have the ability to share and access information. </p><p>Increasingly, he suggested, facilities are using technology that prevents staff from having to waste time chasing people down for information and answers. <br></p><p>Haithcoat noted that larger organizations may be better positioned to create solutions on their own and have customized technology, while smaller companies may have to depend on “off the shelf” tech, so he stressed the importance of finding vendors with experience in long term care and who can offer the biggest bang for the buck. <br></p><p>“AI is prolific, and we’re hearing about it through the industry,” said Anthony Laflen, vice president of value-based care innovation at PointClickCare. Organizations are using AI predictive analytics to help forecast patient costs and needs. <br></p><p><img src="/Issues/2024/Fall/PublishingImages/AnthonyLaflen-BusOps.jpg" alt="Anthony Laflen" class="ms-rtePosition-1" style="margin:5px;" />There is an array of software solutions for the business of senior and long term care. The best of these is designed to streamline and connect programs like electronic health records, electronic medical records, marketing, and billing. They are often cloud-driven and include built-in analytics and a secure interface, and they are designed to reduce problems presented by human error. <br></p><p>For instance, there is billing software that flags missing information or issues that could cause a claim to be denied. These types of innovations, said Laflen, “streamline the ability for a patient to move from one setting to the next and make sure they land in the right place in a thoughtful manner.” This technology ensures the flow of information from the clinical to the business operations side and gives all team members the information they need to fill their roles. <br></p><p>Cloud-based platforms are no longer a luxury but a necessity. “Facilities need to make sure that when there’s a disaster or an emergency, it doesn’t disrupt the flow of communication, billing, and recordkeeping. Business operations and clinical teams both need to be able to access tools and data remotely, which,” said Laflen, “is an obvious function of being cloud-based and enables your teams to continue to work if they are out of the office for days or weeks.” <br></p><p>With technology comes the risk of cyberattacks, and business operations teams have to stay on top of these risks. This calls for everyone to be attuned to the importance of cybersecurity. “Our chief information officer is very on top of cybersecurity and making sure we are as secure as possible,” Bautista asserted. “We’re constantly running updates and tests.”</p><h3>Purchasing Prospects</h3><p>Group purchasing hasn’t changed much over the years, but facility teams are getting savvier about choosing partners. Biere said, “We have three partners for discounted pricing on items such as maintenance supplies and food. We try to look for partners that not only have competitive pricing but reliability and consistency.” <br></p><p>He added, “It’s important to reevaluate partners every other year or so to make sure that you’re getting the right dividends and rebates. There are a lot of companies out there that will make all kinds of promises and commitments, so we try to target those that have good price integrity and follow through on support, as well as the opportunity to earn some money based on our volume.”<br></p><p>AHCA/NCAL has partnered with Incite Strategic Partners to offer a group purchasing program to help providers save on food, medical supplies, services, equipment and other common supplies utilized by senior care communities. All facility and company sizes are welcome to join the GPO, and sign-up is free and easy. Learn more at <a href="http://www.incitesp.com/ahcancal" data-feathr-click-track="true" data-feathr-link-aids="60b7cbf17788425491b2d083" target="_blank">www.incitesp.com/ahcancal</a>. <br></p><p>According to the Healthcare Supply Chain Association (HSCA), group purchasing will save the health care industry up to $456.6 billion in the next 10 years. The HSCA also states that group purchasing helps organizations, such as nursing homes, that need to demonstrate their value to payers and patients alike. The vast majority of the nation’s hospitals and long term care settings belong to at least one group-purchasing organization. However, all nursing homes and other health care organizations can purchase off-contract, and many do.</p><h3>Planning for the Future</h3><p>As the industry moves into value-based care, business operations teams need to understand the implications of this care model on billing, purchasing, and the bottom line. “This likely means a shift away from traditional Medicare to Medicare Advantage plans, and everyone needs to know what this means for your organization. You need to understand the value you’re creating and be able to speak that language in clinical care and business operations alike,” said Laflen. <br></p><p>This information will benefit facilities seeking to partner with any risk-bearing entity, as the facilities can then say, for instance, “we have 80 patients in our facility and strong numbers in terms of reducing costs and readmission, as well as improving outcomes.” <br></p><p>Laflen noted that when business operations and clinical teams have the right information and analytics, they can be stronger players in value-based care. He added, “Time and time again, I’ve seen buildings close because they did not realize they were sitting on golden opportunities to quantify their value and confidently take on risk.”<br>Looking ahead, business operations teams need to be involved in planning for how the organization will reposition itself to move into value-based care models. “If you remain the same, you have difficulty staying in business,” said Biere. “You need to prepare for changes in the marketplace and labor force and shifts in mindset of the customers. You need leadership teams—including in your business operations—who can think outside the box.” </p><h3>The Clinical-Business Connection</h3><p>It is important to remember that the clinical and business sides of facilities don’t function in a vacuum. “Everything we do has a domino effect,” Bautista explained. “Everything from housekeeping and laundry to dietary and administration all go back to the resident. If things aren’t working efficiently in one area, it impacts others. Maybe it doesn’t directly affect the physical well-being of the resident, but it does trickle down to impact care.” <br></p><p>As a result, every department needs to be connected within the organization, and there must be mutual respect and an understanding of the goals and mission. This can be more challenging in larger organizations. Newsletters, email updates, stand-up meetings, and online dashboards, for example, enable people in different departments to see what is happening throughout the organization. “When everyone is on the same page, no one is getting blindsided or feels like other departments are getting more attention or information,” Bautista said. <br></p><p>Laflen shared, “When I began interacting with operators in different parts of the US, I was stunned how often they would not include the business office or even the admissions office in the clinical narrative. It’s only when you bring both sides together that the real magic starts to happen.” <br></p><p>Having a full view of a patient and the patient’s experience, as well as the cost impact on operations, is key. Laflen noted, “It is important to have business leaders in the building understand what is happening clinically in the facility, and the clinicians need to understand the nuances associated with costs of care and the impact on the facility’s bottom line.”<br><br><em>Joanne Kaldy is a freelance writer and communications consultant based in New Orleans.</em></p> | 2024-09-11T04:00:00Z | <img alt="" src="/Issues/2024/Fall/PublishingImages/BusOps.jpg" style="BORDER:0px solid;" /> | Management | Joanne Kaldy | Teamwork, partnerships, and technology help the
business operations staff operate efficiently. |