DISCOVER HOW TO

DESIGN A VIBRANT CULTURE WITHIN YOUR SENIORS’ CARE HOME

If you want your seniors' care home to be one where staff are happy and engaged, and families rave about you to the public...Even when most days it feels like you are just surviving and the conflicts will never end...

Then I Have Just What You Need.

If you want your seniors' care home to be one where staff are happy and engaged, and families rave about you to the public...Even when most days it feels like you are just surviving and the conflicts will never end...

Then I Have Just What You Need.

If you want your seniors' care home to be one where staff are happy and engaged, and families rave about you to the public...Even when most days it feels like you are just surviving and the conflicts will never end...

Then I Have Just What You Need.

For eleven years I worked on the corporate side of seniors’ care. And I know what it’s like to feel as though you can’t focus on anything for more than five minutes because everyone and everything needs your attention. 

It’s amazing you ever get anything done! Especially when you're consistently short staffed and challenged to stretch your funding dollars. And compound that with low staff morale.

…You Don’t Have Much Left To Give.

With the constant chaos, it makes it hard to feel positive and happy when challenging situations arise...

Like running into a stressed out and challenging family. And it happens so often, it feels like just another part of running your business.

For eleven years I worked on the corporate side of seniors’ care. And I know what it’s like to feel as though you can’t focus on anything for more than five minutes because everyone and everything needs your attention. 

It’s amazing you ever get anything done! Especially when you're consistently short-staffed and challenged to stretch your funding dollars. And compund that with low staff morale.

…You Don’t Have Much
Left To Give.

WITH THE CONSTANT CHAOS, IT MAKES IT HARD TO FEEL POSITIVE AND HAPPY WHEN CHALLENGING SITUATIONS ARISE…

Like running into a stressed out and difficult family. And it happens so often, it feels like just another part of running your business.

But what if I told you it doesn’t need to be this way?

That family conflict and drama doesn’t need to be a part of running your home.

And that you can save yourself a world of anxiety and overwhelm...

...and enjoy enriching relationships that translate into healthy and happy staff and residents...

Would you want that?

 

If the answer is yes, then what you need is my signature consulting program

The Family Matters ProgramTM

This multi-phase program is designed to help you — an overworked administrator of a seniors’ care home — take an intentional approach to build strong relationships with your families and improve staff morale.

Company culture can make or break an experience for families and residents of your home. And that’s why I believe it’s imperative to your well-being, as well as that of all the people who work and live in your home, to improve it.

You deserve to have a seniors’ care home that enhances the lives of everyone involved including yours.

Here’s Just A Fraction Of What We’ll Cover Inside This Program:

  • Develop trust, respect and partnership between your staff, families and residents… right from the start.

  • Increase family satisfaction… first impressions are the most critical.

  • Improve staff morale… when your staff feel good they are less likely to call in sick and more likely to show empathy to residents and their families.

  • Design an admissions experience with more compassion and less transaction.

New families can feel like widgets on a production line. They are transacted through all of the required paperwork and complicated processes. 

And dissatisfied families negatively impact productivity, profitability and the overall culture in your seniors’ care home. 

Unresolved family concerns can spiral very quickly into conflict with staff and management, sometimes escalating into formal complaints or investigations through the Ministry/Health Authorities and the media.

The key to transforming family relationships rests in adopting a relational rather than transactional approach.

The key to transforming family relationships rests in adopting a relational rather than transactional approach.

When families are struggling with the conflicting emotions of guilt, sadness, uncertainty and fear, it’s important for them to feel empathy, compassion and support from staff during this incredibly stressful time. 

This program supports the Excellent Care for All Act along with its mandated Annual Quality Improvement Plan and Accreditation standards for resident and family engagement.

And this is just the tip of the iceberg.

This is a program where I show you exactly what to do, how to do it and why

Using A Three-Step Approach:

REVIEW, REDESIGN AND REINFORCE. 

You will experience a significant transformation in the following areas:

  • An admissions experience that is effective, efficient and customer-focused.

  • Positive feedback and fewer complaints.

  • Engaged employees who are better equipped to manage family concerns before escalation.

  • More time and energy for resident care because resources aren’t tied up with complaint and investigation paperwork.

  • Family members and staff who codesign trust, respect and buy in to a renewed culture.

These are the critical stages to refine your admissions process, with the goal of transforming it into a relational experience for families, residents and staff. 

It is a ‘front-end loaded’ approach

And is structured to invest the time and connection from commencement. It will reveal early insights into what matters the most to families and staff during the intense move-in period. 

This will help your home see where unnecessary efforts or duplication is occurring, and pinpoint where to invest time for improvements.

Here Are The Stages We Will Move Through:

STAGE 1: REVIEW

THE REVIEW STAGE INVOLVES A COMPREHENSIVE REVIEW OF HOW YOUR ADMISSIONS PROCESS WORKS IN YOUR HOME, AND INCLUDES:

  • Process Mapping 
  • Observation and Interviews
  • Emotion Mapping

STAGE 2: REDESIGN

THE REDESIGN STAGE IS WHERE WE UNCOVER OPPORTUNITIES USING EXPERIENCE BASED DESIGN METHODOLOGY, AND INCLUDES:

  • Prioritizing Redesign Opportunities
  • Co-design Focus Groups
  • Structuring Projects to Implement

STAGE 3: REINFORCE

THE REINFORCE STAGE IS WHERE THE REDESIGNED APPROACH GETS IMPLEMENTED, TRAINING OCCURS AND IMPACTS ARE MEASURED, AND INCLUDES:

  • Creating processes and tools for success
  • Auditing and iterating as necessary
  • Training and coaching leaders and teams to create sustainability
As with any change initiative...

… Sustained momentum and supportive actions are critical to achieving the return on investment with this program.

Consistent application of your redesigned approach will ensure the best results! 

Client Testimonials

The Family Matters Program 

Transform your Seniors’ Care home’s culture today.

Want Family Relationships Without Drama, Stress & Anxiety?

Get 5 powerful questions to build a strong family connection.

Want Family Relationships Without Drama, Stress & Anxiety?

Get 5 powerful questions to build a strong family connection.