Don’t Confuse “Five-Star” with “All-Star”

Regardless of your facility’s CMS Five-Star rating score, remember that the quality associated with your brand is not based on any single survey.  If you did well, be sure to leverage your rating.  But if you were less than perfect, don’t despair.  Evaluate your scores and develop a response that explains those scores in the most beneficial way.  That should include tried and true previous performance measures – community reputation, word of mouth referrals, and satisfaction surveys.

Understand your competition

Arrange for one of your staff members to call other facilities in the area, as a "mystery shopper." Use the experience of being treated as a consumer and the information gathered to better your facility and enhance your customer service.

Focus on Memory Loss

Focusing on memory-loss care can generate added referrals, admissions and revenue. At a time when many providers are experiencing declining census and shrinking LOS among both short-term and long-term care populations, Alzheimer’s- and dementia-challenged individuals represent an important opportunity.  Key to attracting and retaining memory-loss residents is developing appropriate programming and establishing a dedicated unit, wing or section within your building.

Focus on satisfaction survey results

Superior resident and family satisfaction survey results are not only a source of pride, they are valuable marketing and public relations assets. Encourage staff to mention these achievements to residents, family members, even friends in the general community. The powerful benefits of this “free” advertising cannot
be overestimated.