At CareOne, we are often asked; “What sets your Center apart from other health care providers?” To better assist our patients, families and health care providers with understanding the programs and services which we feel make our Center’s unique; we have provided a summary below of our quality initiatives.

Our mission is to set new standards in patient care through innovative quality monitoring programs which were designed to distinguish our Centers in the communities that we serve:

Call Bell Tracking System

CareOne has developed a proprietary tool which allows our company to track daily call bell response times at each Center. The purpose is to ensure quality of care and prompt response time to call bells – a key driver of patient satisfaction. This computerized system tracks call bell response time by Center, Unit and Shift. Our company goal is a 95% or higher response time to call bells within 5 minutes. CareOne senior executives monitor this information daily and communicate with each Center Administrator on the results.

24 Hour Customer Support Line

All Patients, Families and Employees have access to Senior Care One Administration 24 hours a day, 7 days a week. Our “Because We Care” campaign is intended to give our customers and employees 24 hour, 7 day a week access to Senior Administration and Clinical Support Services should a question or problem arise in order to resolve as quickly as possible. Upon admissions, each patient is given a card with the phone number listed and in each CareOne Center the phone number is posted throughout the building. Our goal is to be as responsive as possible to our patients, families and employees when they need us.

Press Ganey Customer Satisfaction Monitoring

Since December, 2003, CareOne has contracted with the recognized leader in healthcare satisfaction monitoring, Press Ganey. Upon discharge from our rehabilitation programs, a customer satisfaction survey is mailed to each patient to assess satisfaction with our services and care. The CareOne corporate offices receive monthly reports by Center which provides an overview of how our patients and families assess quality at each Center. The data is shared with each Center and Quality Improvement Plans are created to ensure that areas targeted for improvement are addressed and monitored.

CareOne Clinical Education Department

In 2003, CareOne created a Regional Clinical Education Department to support our Centers in developing our clinical staff at each CareOne Center. The CareOne Education Department developed an off-site, centralized orientation program which last for four days prior to a new employee starting work at their Center. This has enabled CareOne to ensure that all new employees receive training and education on our best practices and our company expectations related to quality of care. New employees are also oriented on CareOne’s customer service program “Above and Beyond” which is a 6 hour, company developed training program on the standards of customer service at CareOne.

Resident Ambassador/Guardian Angel Program

Upon admission to CareOne, each new patient is assigned a Resident Ambassador or Guardian Angel for their first week of admission. The intent of this program is to help ease the transition for each patient to the post acute environment, provide extra TLC and attention in the first week of admission when the most questions arise about the Center and the patient’s care plan, and to offer exceptional customer service. The Resident Ambassador is responsible for meeting each new patient upon admission, orient them to the Center and what to expect related to their care plan, offer their name and extension should they have immediate needs or questions. The Resident Ambassador then “checks in” with their assigned patient daily afterward to assess their satisfaction and monitor that their requests are followed up on and to assess their satisfaction with our services.

The CareOne “Night Owl” Program

Each CareOne Center has implemented an Evening Manager program called “Night Owl.” This program offers Management support at each CareOne center until 8PM in the evening. Everyday at each CareOne Center, a department head stays at the Center until 8PM, to be available for families and patients in the evening hours to respond to questions and address issues from an Administration perspective. The “Night Owl” is responsible for doing “rounds” throughout the Center, meet all new admissions, introduce themselves to families who visit and essentially be a customer service representative after hours. Our goal is to have an Administration representative on hand during hours which family members visit the most frequently. This same program is offered on the weekend, and known as our “Weekend Manager” program.

Specialty Clinical Programs

CareOne has developed several specialty programs through company developed clinical pathways and best practices intended to elevate the clinical expertise of our staff for specific diagnosis admitted to our Centers. Examples of such programs offered at many of our Centers are our “Next Step Program” which is a specialized clinical program for patients undergoing elective orthopedic joint replacement surgery, a specialized Wound Care management program, Stroke Rehabilitation program, Palliative Care/Oncology Program and a Specialized Clinical Care program for patients with Congestive Heart Failure. Additionally, CareOne has developed a company wide staff education program focused on caring for people living with Alzheimer’s created to provide expert care and management of this common diagnosis in our long term care units. For more information on any of these clinical programs, please ask our Admissions Office for a program overview.

Company Wide Clinical and Operations Support

To provide the best possible care and support to our Centers, CareOne has developed a Clinical Services Regional Support Team comprised of Regional Clinical Nurses, Regional Physical Therapy Oversight, Regional Staff Recruitment Support, Regional Nutritional/Dietary Support Management and Operations Directors. Our goal is to provide clinical support, training and oversight to our Centers to ensure that our quality standards are being monitored and achieved. Our Clinical Services Managers complete quality reviews at each Center on a frequent basis and are available for staff training, staff development and management support on a daily basis. This enables us to ensure the highest quality of care and service at every CareOne Center. Additionally, CareOne has a strict, “no nursing agency policy.” As a company, we are “Nursing Agency Free” which enables us to foster better accountability through the avoidance of utilizing outside contracting agencies for nursing. Our corporate recruitment department supports each Center through a centralized nursing recruitment program which enables us to constantly attract new nursing and other clinical staff to avoid utilizing third party agencies for staff which dramatically impacts our quality control.