We Are In Post-Acute Care
2011
We are driven to be the preeminent care provider, committed to standards of excellence which serve as a hallmark of the industry.
What’s Inside Page We Are HCR ManorCare
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Our Changed Role
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A Proven Leader in Providing Quality Care
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Quality Care from a Quality Workforce
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We Are a Proven Leader in Post-Acute Care
Skilled Nursing and Assisted Living Centers
Skilled Nursing Alzheimer’s Assisted Living Assisted Living Retirement Centers
Hospice Services Home Health Care IV Care
Home Health Care and Hospice Agencies
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We Are HCR ManorCare • Providing care in more than 500 locations in 32 states • Through nearly 60,000 caring employees • The largest provider of post-acute skilled nursing and rehabilitation through more than 280 centers, most of which provide care under the respected names of Heartland and ManorCare Health Services • Rehabilitation also provided through more than 60 outpatient therapy clinics, primarily under the Heartland name • The third largest U.S. provider of hospice care in over 100 markets under the Heartland name • A leading U.S. provider of home care under the Heartland name • A leading provider of Alzheimer’s/dementia care in many of our skilled nursing centers and through 54 Arden Courts residences • With rehabilitation outcomes for Medicare patients comparable to and often exceeding those of independent rehabilitation facilities
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We Are a Proven Leader in Post-Acute Care
Our Changed Role
Returning People Home The role of HCR ManorCare’s skilled nursing centers has evolved over the past 15 years to the point that “nursing center” is no longer descriptive of the responsibility our centers play in the health care landscape. “Rehabilitation” has taken on as great of importance as “nursing.” In recent years, this has led to a shift in census that would be better classified as “short-term stay patient” rather than “long-term resident.” Today, a majority of the Medicare patients leaving the hospital but still requiring care are getting that care in skilled nursing and rehabilitation centers. Patients who have been hospitalized for a disabling illness, surgery or injury are spending less time in the hospital than ever before. Hospitals serve more of a “stabilizing” function. A patient is in need of intensive care due to some incident, and the hospital setting treats and stabilizes the patient’s condition. This does not mean the patient is cured or ready to get on with his or her life. Frequently, it means the patient still needs medical care and rehab to return to the community, and he or she most often is getting the help needed in a skilled nursing and rehabilitation center. As can be expected, this population is more clinically complex and functionally limited than in the past. Not that many years ago, these patients would have remained in an acute care hospital until better. HCR ManorCare has embraced its changed role through investment in an increased number and higher skill level of professional staff, enhanced rehabilitation space and equipment, and adjustments to a younger patient population that has different needs than a nursing center’s traditional longterm residents. We have employed new technologies and modalities to improve the probability of a successful outcome and increase the percentage of patients returning home with an equal or higher level of functioning.
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Goal for Most is Return Home Nearly 90 percent of the patients admitted to our skilled nursing and rehabilitation centers come to us directly from a hospital. Upon discharge, most require comprehensive care so that they can return to their homes and active lives in their communities. They usually are not looking to make our nursing center their new home. In fact, we discharge over 65 percent of our skilled nursing and rehabilitation center patients back to the community in less than 40 days. We believe that a patient’s best way home is through our doors. We are able to admit many patients who are clinically and medically complex and offer them a combination of clinical excellence and rehabilitation sophistication we believe is unmatched by our competitors. Our intensive approach teaches lifestyle adjustments to promote continued independent living. The dedicated teamwork of HCR ManorCare’s clinical and rehabilitation teams focuses on treating the whole person and providing the greatest opportunity for our patients to reach their care goals and have a successful transition back home.
I came to Heartland of Rainelle as a short-term patient needing medical care after surgery. I was warmly welcomed by staff and immediately made comfortable in my new quarters. Like many incoming patients, I was not anxious to come in. As an educator who knew little or nothing about skilled nursing centers, I decided to treat my stay as an educational experience. As time passed, I received and observed others receiving excellent care that was given with compassion and expertise. If I were to need shortterm rehabilitation again, I would be happy to return to Heartland of Rainelle for my care.
Vivian
We discharge over 65 percent of our skilled nursing and rehabilitation center patients back to the community in less than 40 days.
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We Are a Proven Leader in Post-Acute Care
A Proven Leader in Providing Quality Care HCR ManorCare provides quality services through several business groups, and our quality is enhanced by collaborating to share resources and best practices. Promoting collaboration of our wide variety of proprietary programs and vast knowledge across business lines reinforces the HCR ManorCare continuum of care. And sharing programs and knowledge among our skilled nursing, rehabilitation, home care, hospice and assisted living operations serves to increase the quality of life and clinical outcomes for our patients. Working collaboratively extends our reach and ultimately our quality. We are better together, and have the capability, knowledge and expertise to meet patient needs wherever they are in the continuum and to make their return to the community a successful one.
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Efforts to Reduce Rehospitalizations Once patients have been discharged from the hospital to continue their care in a skilled nursing and rehabilitation center, they don’t want to go back. But patients are being discharged from hospitals at an earlier stage in their healing, meaning that they have greater medical needs than in the past, which has led to an increasing incidence of rehospitalizations. One of every four Medicare patients admitted to skilled nursing centers from hospitals is readmitted to the hospital within 30 days. The annual cost to the Medicare system for rehospitalizations from nursing centers is estimated at over $4 billion. HCR ManorCare has initiated a number of actions that is reducing “bounce backs” and the emotional and physical stresses that rehospitalization can cause patients. Lack of coordination between hospital and post-hospital care provider has been cited as a reason for rehospitalizations. One of our most important actions has been partnering with key hospitals and the health plans that pay for care, which has improved the transition to our centers. Once in our center, a patient undergoes a comprehensive assessment and receives a patient-specific plan of care. The center’s clinical team utilizes evidence-based medicine strategies to improve the identification, evaluation and communication of care conditions as a means to improve patient outcomes. Communication on every level – hospital to post-hospital care provider, nursing assistant to nurse, nurse to doctor, and all caregivers to the patient and his or her family – is critical in improving quality of care and decreasing rehospitalizations within the first 30 days of a patient’s stay in the post-hospital care setting. To help improve communication between the hospital and the post-hospital center when a patient is discharged, we are piloting a transition of care form. Evidence-based medicine indicates that the communication of specific and focused patient information can reduce those “bounce-backs” which occur in the first 24 to 48 hours. Additionally, we have implemented a series of educational programs to train nurses and nursing assistants in the early warning signs for care conditions that have been identified as unnecessary reasons for rehospitalizations. This educational initiative instructs the clinical teams in providing appropriate interventions for these care conditions and is designed for everyday use. Early detection of subtle changes in condition and effective communication can reduce rehospitalizations that occur between day 8 and day 30. Our educational initiatives have reduced rehospitalizations in this time period by as much as 40 percent. Breakdowns in both oral and written communication can also occur between nurses and physicians, and we have adopted a comprehensive communication approach, which physicians know from their hospital settings, to improve communication, provide timely and accurate clinical information, and improve patient safety. Early identification, evaluation, documentation and communication about patients who have a change in status are reducing rehospitalizations and the emotional and physical complications they can cause.
Our educational initiatives have reduced rehospitalizations by as much as 40 percent.
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We Are a Proven Leader in Post-Acute Care
Enhanced Professional Staff HCR ManorCare uses a clinical care model that integrates physicians and non-physician providers. One of the key enhancements we have made is employing center-based nurse practitioners in most of our centers. Nurse practitioners have advanced our centers’ medical knowledge and clinical skills. They assist with providing a comprehensive initial medical assessment for all new admissions within the first 48 hours, which has been critical in decreasing rehospitalizations that often occur in the first three to seven days of a patient’s admission. Eagle Room Process The Eagle Room process was created to share information about specific patient and service areas requiring followup, implement individualized interventions to reduce risk, help ensure consistent care and service delivery systems, and monitor resolution and performance improvement actions. The process is led by the location’s Administrator and Administrative Director of Nursing Services. Every day, the two-step process begins with a morning meeting where attendees review patient events over the past 24 hours, determine patient priorities and needs, evaluate action steps required and assign staff for completing actions. The second step is an afternoon meeting in which attendees verify actions have been completed, identify and assign responsibilities on the next shift for any actions carrying over, identify and assign responsibility for any new issues arising since the morning meeting, and document progress. The Eagle Room process enables our caregivers to stay up-to-date on the condition of our patients, be aware of any risks they face, more precisely identify patients’ daily needs, determine priorities and assign staff to complete tasks. Improved Access to Ancillary Services Enhancing access to important ancillary services such as laboratory and radiology services is a focus of pilot projects in many of our skilled nursing and rehabilitation centers. For example, two pilot settings employ an inhouse laboratory to evaluate the benefits of improved access to critical lab testings such as hematologies, chemistries and cardiac markers. The in-house laboratory enables blood work to be drawn, processed and reported more timely. Typically, an immediate-need lab takes four to six hours to complete in a skilled nursing facility. But with an in-house laboratory, the time is less than 15 minutes. When fully evaluated and implemented, we expect this support service to decrease unnecessary trips to the hospital, improve the quality of care delivery, and enhance physician and patient satisfaction. Caring for Longer-Stay Residents While short-stay patients in need of intensive rehabilitation are an increasing percentage of those we care for, we also continue to care for a medically complex, functionally limited and/or cognitively impaired longer-stay population. Many enter a nursing center only as their care needs go beyond their resources to stay in their homes. Others enter because their frailty and need for around-the-clock, comprehensive care can best be met in a professional care setting. Community-based services are enabling people to stay longer in their homes or assisted living residences, and this means by the time they do come to our skilled nursing centers, they are in need of more intensive care than this population required 10 to 15 years ago. Nearly half are taking nine or more medications. These residents come from the hospital, home and other community residences and need assistance in performing activities of daily living (ADLs), such as walking, eating and bathing. Like short-stay patients, they receive physical, occupational and speech therapies to keep their functional level at as high a level as possible. They may also require pain management, medication management, wound care, and counseling and social services. Some short-stay patients also become long-term residents. After receiving the rehabilitation and other care required, it’s often determined that the patient is not going to progress to the point where he or she can return to the community. He/she needs a level of care that cannot be safely provided at home.
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Enhancing Patient Stays – Dining Services With the increase in short-stay, post-hospital patients has come enhanced dining service standards that value patient choice and control in food and dining along with exceptional, engaging service. Promptly visiting each newly admitted patient to review food and meal services available in the center has a significant impact on customer satisfaction and the quality for both the short-term patient’s and long-term resident’s stay. New standards developed include updated china, glass and service ware; new uniforms identifying hospitality workers; and restaurant-style menu items. A variety of tools have been developed and introduced or are being piloted to assist our food service operators in providing the best meal service experience for patients. • We developed training courses that are available through the HCR ManorCare University online learning system. For example, “Spirit to Serve” shows how dietary team members can create a satisfying and memorable dining experience for our patients, one meal at a time. Each course has corresponding flyers to help communicate the course message. • Webinars enable staff to learn about new programs that focus on patient choice and efficient service such as restaurant-style dining and hotel-style room service. Other webinars concentrate on improving customer satisfaction results and basic meal delivery methodology. • Food photos showing the presentation of several menu items are provided to set the example for staff and demonstrate how quality food can make a positive first impression on our patients. • A customizable brochure called “Hospitality Knocks” informs patients about our centers’ food and dining services, including food and beverage items available in addition to the menu. • An ad hoc committee of our food service directors with culinary and chef’s training called “Menu Masters” was developed to focus on creating contemporary menu items that are cost-effective, are nutritionally appropriate and offer broad national appeal. This involved providing input on new products, recipe development and testing. As a result of the group’s work, several new recipes have been created and tested. The food, nutrition and dining experience at HCR ManorCare is about respecting a patient’s choices so we can increase contentment, nutritional status and success in meeting rehabilitation goals.
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We Are a Proven Leader in Post-Acute Care
HCR ManorCare Independent Advisory Committee on Quality HCR ManorCare has created an Independent Advisory Committee on Quality to provide advice and recommendations to the company’s Board of Directors on ways to measure, maintain and improve quality of care for HCR ManorCare patients and residents. The distinguished three-person panel is composed of Vincent Mor, Ph.D., Professor of Medical Science in the Department of Community Health at the Warren Alpert Medical School, Brown University; Robyn Stone, Dr.P.H., Executive Director of the Institute for the Future of Aging Services and Senior Vice President of Research for LeadingAge; and Gail Wilensky, Ph.D., Economist and Senior Fellow at Project HOPE. In 2010, the Independent Advisory Committee on Quality met quarterly, visiting numerous skilled nursing and rehabilitation centers during the year where they met with our staff, observed case conferences, discussed training initiatives and made recommendations. The focus of the committee has been on clinical and administrative practices being planned and implemented to prevent rehospitalization, and exploring the factors influencing regulatory performance and quality outcomes.
Over the past three years, we invested several hundred million dollars in new construction, renovation and expansion of existing facilities, new equipment and information technology. Three new skilled nursing and rehabilitation centers were opened, 45 expansions were completed to add short-term stay beds and enhance rehab therapy areas, and more than 1,000 renovations, each at a cost of more than $30,000, were completed.
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Average Length of stay in days
Percent of Medicare patients receiving therapy
300
267
250
100
98
96
95
80
200
60
150 102
100 26
20
38 Medicaid
Private Pay
Veterans Administration
Medicare
0 Insurance/ Managed Care
Days
0
On average in 2010, the Medicare and managed care patients in our skilled nursing and rehabilitation centers returned to the community in less than 40 days.
Percent
50
36
40
93
Any Therapy
Physical Therapy
Occupational Therapy
Speech Therapy
Almost all of our skilled nursing and rehabilitation center Medicare patients received at least one form of rehabilitation therapy in 2010.
Residence prior to admission to HCR ManorCare
The vast majority of our skilled nursing and rehabilitation center patients came to us from the hospital in 2010.
Acute Care Hospital Nursing Home Home Other
88.4% 6.3% 3.4% 1.9%
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We Are a Proven Leader in Post-Acute Care
In 2010, an average of 5,300 physical, occupational and speech full- and part-time therapists provided rehab to our patients. Our Post-Acute Outcomes HCR ManorCare has a proven track record of success in achieving targeted outcomes for our patients and their families. We believe to assure effective medical care and rehabilitation – and continuously improve – providers must measure and compare outcomes to benchmarks and targets. Further, we believe it is vital for patients and their families, as well as those who recommend services to patients, to examine evidence of a post-acute care provider’s success before making an admission or referral decision. We measure important clinical outcomes – not only to provide objective evidence of our success in producing targeted outcomes, but also to support our ongoing commitment to improve clinical effectiveness.
My stay at Heartland Health Care Center – Champaign has been a smooth transition from hospital to home. I got the chance to know caregivers quickly and appreciated their constant attention to my comfort and well-being. The professional staff of nurses and therapists was always available and reacted quickly to my needs. Heartland – Champaign staff displayed a high level of professionalism and provided wonderful care. I am so grateful.
John
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300
287
150
0 Feet
Orthopedic Cardiac Pulmonary Stroke HCR ManorCare Inpatient Rehabilitation Facilities
29
53
Hip Knee Replacement Replacement
Multiple Fractures
From admission to discharge, HCR ManorCare’s companywide average shows our rehabilitation patients make a dramatic improvement in their ability to walk.
Percentage of Patients able to Manage their Care needs (2010)
100
88.5
80 60 40 20 2.8 Percent
Hip Fracture
Upon Admission Upon Discharge
HCR ManorCare’s companywide average shows progress in rehabilitation Self-Care skills that is significantly greater than results from U.S. inpatient rehabilitation facilities (IRFs).
0
30
50
46
100
0.50
Indexed Score
229
200
1.00
0.00
220
1.57 1.36
1.50
250 1.59 1.33
2.00
293
2.50 1.63 1.52
Average Walking Distance Improvement of Medicare Orthopedic Patients (2010)
1.93 1.63
Improvement in Self-Care from Admission to Discharge for Medicare Patients (2010)
Upon Admission
Upon Discharge
Nearly 90 percent of our rehabilitation patients discharged to the community report they are prepared to manage their care at home – compared to less than 3 percent who are prepared when they’re first admitted from the hospital.
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We Are a Proven Leader in Post-Acute Care
what patients are saying My primary care physician recommended I go to Heartland Health Care Center – Jacksonville for my post-surgery rehabilitation recovery. The staff has been wonderful. They give 100 percent of their time and attention to me. I could not walk or stand up when I came in. Now therapy has me walking and standing. I see the joy in the therapists’ eyes every day; they are truly happy to be at work. The therapy team encourages me to participate and meet my goals. I am impressed with everything. I am glad I came to Heartland and would recommend it to anyone who needs post-acute rehabilitation.
Charlie
I chose to spend my rehabilitation at ManorCare Nursing & Rehab Center – Kingsford after hearing so many recommendations from patients who had recovered there. I entered ManorCare after surgery for a complete hip replacement. Day by day, I regained strength and progressed from wheelchair to walker in about one and a half weeks, and to a cane in three weeks. The therapists always encouraged me, and at times they had to be tough (I needed it). They were kind at all times to all of us. When it was time for me to return home, I could walk in my home unaided, and it was wonderful. The entire staff – the office people, nurses, aides, kitchen staff, laundry, cleaning staff – were so helpful, encouraging and kind to all patients. I am so thankful I made the decision to go to ManorCare for my recuperation. I have recommended the facility to all who ask about it. Thank you to all.
Dorothy
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91% of patients rated the quality of the rehabilitation therapy they received as “Excellent” or “Good.” 92 of patients rated the respect shown them by therapists and nurses as “Excellent” or “Good.” %
91% of patients reported being satisfied with the encouragement their therapist provided to help them meet their individual rehabilitation goals Quality Care Reflected in Satisfaction Surveys Achieving customer satisfaction begins with educating our patients and families about the normal aging process. We use a wide variety of communication materials to enhance their understanding of this process. Achieving customer satisfaction also involves training our employees. We have developed a training program called “PatientFocused Customer Service.” This program helps employees understand how service is perceived by patients and family members. The program focuses on improving professionalism in three areas -- Appearance, Attitude and Action. All employees complete “Patient-Focused Customer Service” annually, and new employees complete it at general orientation. In addition, brief monthly in-services are provided to each skilled nursing and rehabilitation center to reinforce concepts taught in the training program. We also realize that providing quality care is about more than just quality clinical care. It also involves ensuring that our patients feel that they have received the care they expected. As a member of the Alliance for Quality Nursing Home Care, HCR ManorCare participates in a regular independent customer satisfaction survey. We are proud to report that results from these surveys show high levels of satisfaction. In the past two years, 39,000 discharged patients from our skilled nursing and rehabilitation centers returned surveys, which has helped us create an accurate gauge of patient satisfaction.
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We Are a Proven Leader in Post-Acute Care
Heartland Home Health Care and Hospice
Caring Promises We promise to care for the mind, body and spirit. We promise to provide care that is comforting and compassionate. We promise to respect patient and family choices. We promise to unite with community partners in care. We promise to be accepting and supportive of patients wherever they are in life’s journey.
Hospice and Home Care Heartland’s Caring Promises emphasize a culture of caring and compassion for patients. We are also spending more time on building relationships. In select markets, we have successfully joined with sister company assisted living and skilled nursing and rehabilitation centers to promote our capabilities in providing a continuum of care. In addition, we have developed extensive educational information to help physicians understand the new regulations regarding patient visits and certification.
We would like to thank everyone involved in my dad’s care. They made a very difficult time so much easier. We didn’t know what to expect with hospice care. The doctor at the hospital told us someone would come to the house once a week. We had someone there every day! Everyone was kind, considerate and caring. We thank them all from the bottom of our hearts. Family of a Heartland Hospice patient in Illinois
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Hospice Services Our hospice services integrate holistic principles with palliative disease management, expert pain and symptom control, family education and psychospiritual support for end-of-life care. Hospice also provides the education, counseling and other resources that can help with emotional needs. Care is culturally sensitive, respecting the traditions and heritage that are important to patients and their family members. These services can be provided within a skilled nursing center or the individual’s home. Home Care Services Recovery often comes quicker in familiar surroundings and with the support of family and friends. Our home health caregivers assist with a transition home after a hospital stay, outpatient surgery or a stay in a nursing center. Registered and licensed practical nurses and therapy professionals provide medical and rehabilitation services such as wound care and dressing changes; diabetes management; cardiac and pulmonary rehabilitation; and physical, occupational and speech therapies to address orthopedic, neurological and other general medical conditions. Home IV care services are provided by specially trained pharmacists and nurses who work with the patient’s physician to oversee the administration of IV medications and tube feeding at home. Caregivers also provide assistance with services to address mobility and activities of daily living, such as personal hygiene, assistance with walking and getting in and out of bed, and medication management. Heartland is developing a library of disease management programs to serve our patients better and expand the services offered in our markets. For example, our heart disease program integrates evidence-based practices to effectively manage the patient’s disease process and prevent potential complications through proactive symptom management. The goal is disease management that enables patients to maintain quality of life and remain at home. Care services are provided based on risk, and patients are educated to promote self-management of symptoms.
PERCENT OF PATIENTS AND FAMILIES WHO WOULD RECOMMEND HEARTLAND HOME CARE AND HOSPICE TO OTHERS 100
30
99
25
80 74
60
PERCENT OF HOME HEALTH CARE PATIENTS WHO RETURNED TO THE HOSPITAL
20 15
40
10
20
5 Hospice
Home Health Care
A high percentage of our hospice and home care patients would recommend our care to others.
0 Percent
Percent
0
13.5
Heartland
15.9
Industry Average
Our home health care rehospitalizations in 2010 were below the national average.
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We Are a Proven Leader in Post-Acute Care
They all helped me to realize that I was not as bad off as I thought I was. I was given information on exercises that helped. They gave me hope. Nurses, OT and PT provided efficient, informative information. My physical therapists were both not only technically excellent, but were warm, encouraging and reassuring. My recovery from a total knee replacement was way ahead of average due to their care. They were very kind, thorough and respectful. Every employee associated with my care was professional and most helpful. A Heartland Home Care Patient from Wisconsin
Family of a Heartland Hospice patient in Georgia Heartland employees were exceptional. The care my mother received during her last stage of life was more than we could have ever expected. They were a comfort to her and to us. You may thank one and all for the thoughtfulness and completeness in work. Our nurse did more than needed and went out of her way in all directions. Our whole family felt so secure with her being with us and so did my mother.
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95% of the families of Arden Courts residents would tell others that our services rate “Excellent” or “Good.”
Dementia Services HCR ManorCare offers specialized services to advance the care of those with memory loss from Alzheimer’s disease or other types of dementias. Our Arden Courts communities tailor care specific to the unique characteristics of the individual with dementia and provide approaches that preserve remaining abilities. Arden Courts were constructed based on five years of research to create a philosophy of care and home-like design carefully crafted to meet our residents’ unique needs. Scheduled programs and daily routines, including performing familiar household and day-to-day activities, enable residents to maintain skills and enjoy social interaction. Professional program staff designs programs for residents utilizing information taken from past habits of a lifetime, current hobbies, and their career and lifestyle in order to create programs that help residents maintain self-esteem. More and more families are waiting until a crisis happens before making a care decision. Incidents such as leaving on a stove, wandering away from home, a car accident, setting the microwave on too long and an inability to dial 911 can result in tragedy rather than be another warning sign. It also adds to the burden of the caregiver. The caregiver can lose his or her role as wife, husband, son or daughter, and the emotional and physical stress is unhealthy. In addition, family members can risk losing their jobs or get reprimanded because they are away from work too much or constantly on the phone looking for help. The goal with our dementia services is to get loved ones in the right environment where our caregivers can spend the time with the resident 24/7, activities go on for 10 hours a day, snacks are provided ongoing, and there are plenty of safe walking areas inside and out. These are normally things the family cannot sustain at home. Support groups aid family members and also help families of potential residents make decisions.
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We Are a Proven Leader in Post-Acute Care
94% of the families of residents rated their overall satisfaction with our Arden Courts centers as “Excellent” or “Good.”
97% of the families of Arden Courts residents rated the respect shown them by staff as “Excellent” or “Good.”
95% of the families of residents rated the home-like environment of our Arden Courts centers as “Excellent” or “Good.”
96% of the families of residents rated the safety of our Arden Courts centers as “Excellent” or “Good.”
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what family members are saying
The staff makes the residents feel like they are ‘family’ – they are extremely caring. Consistent and competent staff providing care. Updates without my asking how my mom is doing each time I visit. Thoughtful planning of activities and outings for residents and educational opportunities for family members to learn more about Alzheimer’s disease. Arden Courts center in Pennsylvania
What you do best, maintaining informed contact with me – given that I live in California – is most important to me. Management, nurses and caregivers, I am always grateful for the very personal connection I feel with those charged with my mother’s welfare. Even at this distance, I always have the certainty that I’m aware of what’s happening in her daily situation. The care she receives is as good as I could possibly want. I am very thankful to Arden Courts. Arden Courts center in Illinois
So much love and concern – pleasant atmosphere, friendly. I love coming to visit, and everyone greets you by name with a smile and is very welcoming. Mom is in good, caring hands. Arden Courts continues to be a God-send to our family... providing care in a consistent, compassionate manner. All continue as trusted, caring professionals. Arden Courts center in New Jersey
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We Are a Proven Leader in Post-Acute Care
Quality Care from a Quality Workforce Quality care starts with our employees, and HCR ManorCare has a quality workforce and companywide commitment to acknowledge this fact in various ways. A wide variety of tools and initiatives aid employees in delivering high-quality outcomes and recognize their achievements in all that they do.
Since the inception of our program in 2002, nearly $15 million in scholarships has been awarded to employees pursuing careers in nursing and rehabilitation therapy.
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• The Circle of Care program comprises training and exercises designed to strengthen our caring philosophy by focusing on how we should treat one another. The program teaches people how to listen, to say the right thing at the right time, to understand and effectively use body language, to understand what motivates the actions of families, and to help ensure patients and their families are satisfied guests. • The Champion of Caring/Employee of the Month program is designed to recognize and reward employees who best represent dedication to our vision of providing the highest quality care in a caring environment. • The Employee Service Recognition program celebrates milestone service anniversaries (1 year, 5 years, 10 years, etc.) to express our gratitude for the continued loyalty, commitment and contributions employees have made to the company. • The Hug Fund is a public charity operated and sustained by the employees of HCR ManorCare. The mission of the Hug Fund is to provide financial assistance to eligible employees of HCR ManorCare experiencing an unexpected catastrophic event beyond their control. Since its inception nearly six years ago, 1,395 grants have been awarded totaling $1.6 million. • The Volunteer Grant Program, administered through the HCR ManorCare Foundation, supports the volunteer efforts of employees by annually awarding $500 grants to nonprofit organizations for which employees volunteer their time. More than 500 grants have been awarded since the program’s inception. • The We are HCR ManorCare newsletter highlights the many inspiring stories of our employees and gives us the opportunity to thank them for these efforts. It captures the spirit of our frontline employees in action on the job and as active members of their communities and recognizes them in a special way. • Our Care Line is a service available to our patients, residents and their families and our employees. It helps direct callers to the appropriate people/resources to resolve issues and enables customers to express appreciation for services, as well. • The Employee Assistance Program (EAP) is a fully paid company benefit that provides outside assistance to employees and their immediate household family members for a wide array of personal concerns. • Our Continuous Employee Communication program (CEC) outlines expectations that all company leaders must continually listen to employees, document concerns, take action on those concerns and give feedback on that action. This is accomplished through: Regular Small Group Meetings held by the administrator with all employees, on all shifts, at least every other month. An Employee Survey generally conducted once every 24 months (or sooner) to assess the environment and ensure communications are in place and effective, or to identify areas where additional attention is needed.
Approximately 18,600 of our employees have been with our company 5 years or more.
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We Are a Proven Leader in Post-Acute Care
The Employee Complaint Procedure enables employees to bring concerns up through the chain of command all the way to the company president, demonstrating our commitment to fair and consistent treatment. Our Effective Caring Leadership webinar series focuses on proven and practical methods for people management, process improvement and personal development. One-hour webinars are offered to help build leadership skills and, in turn, have a positive impact on the location. The Employee Visa® Gift Card Program provides each location a supply of $25 VISA® gift cards for distribution to employees who go above and beyond to make a positive impact at the location. The Tuition Reimbursement Program is open to all full-time employees who desire to pursue a degree toward a professional career or who desire to enhance their knowledge within their current position through job-related classes. Assistance is provided in the form of a loan and is subject to a calendar year maximum of $2,500 and a lifetime maximum of $10,000 per participant. In 2010, there were about 1,300 employees participating in the Tuition Reimbursement Program. The Nurse Scholarship Program provides financial assistance in the form of scholarships to full- and part-time employees pursuing nursing degrees (RN, LPN/LVN and BSN). Maximum Award Amounts: RN, BSN $20,000; LPN/LVN $10,000. In 2010, there were 737 participants in the program, and 102 new scholarships totaling $1.2 million were awarded. Miscellaneous on the spot recognitions designed to keep employees motivated and feeling valued are also encouraged, and best practices are provided to locations for different retention activities each month through a retention calendar and online options for small gifts.
More than 8,100 of our employees have been with our company 10 years or more.
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I would like to express my gratitude to the therapists for their patience and persistence in getting me to reach my goals. Going to therapy was like spending time with family. Everyone is so pleasant and helpful. As for the nursing staff, I want to thank them for a job well done. They helped me through the lonely times and gave me advice on matters regarding my healing process. I am glad I was a patient at Liberty Nursing & Rehab Center. I don’t think I could have chosen a better place to help me get back on my feet.
Victoria
HCR ManorCare 333 N. Summit Street Toledo, Ohio 43604
419-252-5500 www.hcr-manorcare.com
Š 2011 HCR Healthcare, LLC HCR-MC-0058C