Customer Experience
Breaking the vicious staff retention / lower census cycle
Breaking the vicious staff retention / lower census cycle The long term care staffing crisis rages on, according to a recent survey conducted by Leading Age. 70% of assisted living providers and a disturbing 92% of nursing home providers reported significant or severe workforce shortages – unchanged since June 2022. The staffing crisis in long…
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NPS = get your QAPI feedback fast, easy and frequently
NPS = get your QAPI feedback fast, easy and frequently Net Promoter Score (NPS) surveys – simple 2-question surveys – are an ideal way of adding nuanced data to your community’s Quality Assurance and Performance Improvement (QAPI) programs. The simplicity and quick-response nature of NPS surveys make it easy for family members and residents to…
Keep Reading... How’s Mom and SingleDigits announce senior living business development partnership
How’s Mom and SingleDigits announce senior living business development partnership (Evansville, IN, November 10, 2022) – How’s Mom, the leading Senior Living resident portal, and Single Digits, the leader in seamless and secure property-wide Wi-Fi access, today announced their business development partnership. How’s Mom puts residents’ data to work for them, their families and their…
Keep Reading... How’s Mom clients named McKnight’s Tech Award Finalists
How’s Mom clients named McKnight’s Tech Award Finalists We are excited to announce that three How’s Mom customers have been named Finalists for the 2022 McKnight’s Long-Term Care News Tech Awards. These awards, judged by an esteemed group of 25 long-term care stakeholders from hundreds of nominations, recognize long-term care providers for their overall value…
Keep Reading... What is Customer Experience and how can it help your long-term care organization?
Customer Experience defined Gartner defines customer experience (CX) as “The customer’s perceptions and related feelings caused by the one-off and cumulative effect of interactions with a supplier’s employees, systems, channels or products.” Sound difficult? It doesn’t need to be – and the effort is worth it. The field of customer experience management is on the…
Keep Reading... Are your Cures Act compliance strategy and technology HIPAA compliant?
Are your Cures Act compliance strategy and technology HIPAA compliant? As the 21st Century Cures Act’s information blocking enforcement deadline approaches, long term care providers are understandably uncertain about their risk exposure. There are multiple considerations from data sharing practices and policies to data security and user experience. Other existing standards also come into play…
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It’s Time to Think Outside the Box: A 4-Step Action Plan for Building Census
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…
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Take These 3 Tech Steps to Reduce Stress and Retain Staff
Staff retention continues to be a challenge to all professionals in the senior living and care space. And while there is no one magic bullet that will solve these challenges, there are specific technology-based actions you can start taking right now that will empower your staff to increase their efficiency in performing their jobs while…
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Reaping the Benefits of Technology in Senior Care: It All Adds Up
The staffing crisis in the long-term care community is not new…but it is ongoing. Vaccine mandates, higher pay found in other jobs, and better working conditions elsewhere have further exacerbated the already existing staffing challenges. Enter technology. A wise person once said, “The technology you use impresses no one. The experience you create with it…
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The Key to Improving Your Bottom Line? Customer Experience.
Delivering an outstanding customer experience to residents and their families in the senior care space is critical to maintaining and growing census, especially in the face of the continuing challenges we are seeing today. By focusing on these top 3 ways to create an exceptional customer experience, you can improve the bottom line for your…
Keep Reading... Good Customer Experience Makes Residents and Families Happy
How does your facility’s Customer Experience (CX) stack up? A positive customer experience for residents and families increases ratings and improves reviews. These critical factors heavily influence prospective residents during their long-term care searches. Do you know how your residents and their families perceive your facility? Why it matters With healthcare consumerism at an all-time…
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The Impact of a Single Change
How TLC Management Improved Operations, Enhanced Care Delivery, and Increased Satisfaction by Doing ONE THING It is said that every journey begins with a single step. Like so many other organizations, TLC Management—a family-owned, skilled nursing chain—was experiencing challenges along their journey of providing the very best care to their residents and their families. Their…
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Cures Act enforcement is here
Are you ready? This month, Department of Health and Human Services Secretary Xavier Becerra said, “…closing the [Cures Act] enforcement gap is a ‘top HHS priority, and we are working hard on this issue right now.’ The Act, which prohibits “information blocking” – preventing patients from accessing their health care data – became law in…
Keep Reading... Time is money…and so much more
How One Company Dramatically Streamlined Communications-Resulting in a 99% Reduction of Staff Hours and More Quality Time Focused on Patient Care When EmpRes Healthcare Management, LLC-a family of companies dedicated to seniors’ individualized care-found itself faced with the never-before-experienced challenges of managing COVID communications, they also found themselves struggling. With more than 80 locations and…
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Reducing non-care workload in long-term care facilities
…and improving operating costs with technology One of the biggest challenges facing long-term care community staff is the volume of non-care related tasks. Answering emails, taking family phone calls, completing regulatory paperwork and completing other documentation take valuable time away from patient-centered activities. Technology and “digital transformation” can help reduce the burden of these non-care…
Keep Reading... Build census and manage costs to build the bottom line
Technology can improve both the top and bottom line Long-term care facility resident census is still well below pre=pandemic levels. Compounding that challenge is the staffing shortage that is straining already over-burdened caregivers. In this environment, potential residents and their families can be selective in their search for long-term care. It’s a buyer’s market, which…
Keep Reading... Improving long-term care facility staff retention with technology
Long-term Care staffing crisis won’t end soon Empres found a technology solution – How’s Mom Approximately 4% of direct care workers were displaced during the second quarter of 2020. A year later, few had returned to direct care, according to a new study by PHI and the Health Workforce Research Center on Long-Term Care at the University…
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Improving your customer experience improves the bottom line
Improving your customer experience improves the bottom line Customer experience (CX) provides the foundation of the impression families and residents have of long-term care facilities. Delivering an outstanding customer experience is critical to maintaining and growing census, even in the face of pandemic challenges. That sounds expensive, though, doesn’t it? In reality, exceptional CX can…
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Saving staff time through technology
Saving staff time through technology The staffing crisis is not news to long term care community leaders, yet the situation continues to worsen, according to McKnight’s Senior Living, nursing and residential care facilities lost 38,000 jobs in September. Vaccine mandates, better pay and better working conditions elsewhere have accelerated the staffing challenge in long term…
Keep Reading... Say “Hello” to the new How’s Mom App
Say “Hello!” to the new and improved How’s Mom Family App! We are excited to announce the arrival of the latest edition of the How’s Mom Family App. We’ve completely redesigned the user interface to put key data at your family members’ fingertips. That key data is now expanded to include even more resident information!…
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