Program

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.

Hear me out (please keep reading as this is very important).

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 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 normal 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 6-month consulting program…

The Family Matters Program™

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.
  • Observe the admissions process 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 MOHLTC and the media.

And 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 six-month hands-on 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

In this stage, we will do a comprehensive review of how admission works in your home.
  • We will look in detail at the various tasks and features of your admissions and design a process map.
  • Admission day shadowing, where I attend and observe move-in day sessions with staff and families.
  • Follow up with interviews designed to assess satisfaction and gauge reactions.
  • Facilitate focus group sessions to really delve into the moments that matter. From there we are able to see where opportunities for both efficiency and effectiveness will begin the Redesign stage.
  • This stage offers insight into any family issues or concerns that have arisen as early as admission day.

Stage 2: Redesign

The redesign stage is where the work digs into opportunities and includes:
  • A list of redesign opportunities from both the family and employee perspectives.
  • I apply a weighted matrix selection process to choose priorities and bring together teams comprised of families, front line staff and management to cocreate the enhanced experience.
  • And in turn, create a revised process map with changes and any applicable support tools are provided.

Stage 3: Reinforce

The final stage is where the enhanced, revised approach gets reinforced, adjustments are made and feedback to measure what’s working occurs… and involves:
  • Processing, observing and auditing of the implemented enhancements on an agreed upon schedule until they are seamlessly integrated.
  • Addressing any barriers or challenges to implementation, and making adjustments as necessary training for staff using the RECIPE for Empathy™ framework and principles, including the book and companion workbook.
  • Coaching and feedback for leadership members to help with change management, staff compliance and encouraging a collaborative approach.
As with any change initiative…
… sustained momentum and supportive actions are critical to achieving the return on investment with this initiative.

This is the stage where strategies for improvements and desired outcomes are shared with those involved.

And consistent application of your redesigned approach will ensure the best results!