These times are certainly unprecedented. The never-before-seen challenges that the senior care community continues to experience are indeed unusual and as such, require thinking that is anything but usual. Moving beyond these challenges requires moving beyond comfort zones. What worked in the past may not work now. And while census is recovering, it’s not recovering at a pace that anyone is comfortable with…yet.  It’s time for strategies and actions that are new, creative, and forward thinking.  The “same old” simply will not cut it.

So what proactive actions can be taken right now to work towards increasing census?  Start with these 4 important steps in developing your ongoing action plan:

  • STEP 1: Leverage the Customer Experience as a Referral Generator.  We all know how important positive reviews are in many aspects of life…and senior care is no different.  
  • STEP 2: Solicit Feedback Using the Net Promoter Score (NPS). Soliciting feedback doesn’t have to be an overwhelming data-heavy exercise. The Net Promoter Score (NPS) can provide a quick snapshot of family and resident perceptions.   
  • STEP 3: Monitor & Manage Outcomes. Management and staff must use collected feedback as the starting point for refining policies, procedures, and staff activities.   
  • STEP 4: Leverage Today’s Technology. Take advantage of today’s technology and its ability to improve the ability to gather feedback and communicate with residents, families, and referral partners.  

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It all boils down to the fact that building census is an ongoing effort that requires consistent and constant attention.  It needs to be driven by creative strategies that are built upon positive customer experiences, listening to residents, families, and referral partners, and taking specific action based on that feedback. 

 

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