Practices In Excellence: Preparing Residents To Move Out

1. Practices In Excellence: Preparing Residents To Move Out Employee Training

2. Move-out Criteria Ethical Behavior Policies and Procedures Resident’s Right To Appeal Customer Service Learning Objectives

3. Almost half of the residents living here today won’t be living here one year from now. Resident Turnover

4. Distinguishes assisted living services from other long term services. Covered by state assisted living regulations. Understanding Move-Out Criteria

5. [Insert your state’s condition/circumstances such as: Transferring resident requires two people. Resident’s dementia results in uncontrollable wandering or elopement. Resident requires 24-hour nursing care on an on-going basis. ] State Regulations Define Conditions and Circumstances of Move-Out Criteria

6. [Insert residence’s move-out criteria if additional conditions or polices are not covered by state regulations. ] Additional Move-Out Criteria

7. Tours of community Admission process Assessments Changes in resident’s condition Behavior which risks the safety of others Financial issues Move-Out Criteria Reviewed

8. Marketing materials and spoken words should be identical. Our marketing material accurately conveys the actual care and services we provide. Review our marketing materials and become familiar with their content. Ethical Behavior

9. You are our most important marketer. Each staff person’s interaction impacts the residence’s reputation in the surrounding community. Undisclosed or exaggerated information breaks trust with residents and family members. Ethical Behavior cont.

10. Ethical behavior impacts the success of the residence. Ethical behavior is the right thing to do and we believe in doing the right thing. Remember: Honesty is the best policy. It’s okay to say, “I don’t know.” Why Practice Ethical Behavior?

11. Administrator notifies resident and/or family about move–out during an in-person meeting. In most cases, the written notice is given at that time. The notification happens at least 30 days before the resident moves out. Administrator uses supportive language during the meeting. You should too. It’s okay to say, “We will miss you.” Community’s Notification Process

12. Administrator will offer a list of facilities, moving companies or services, etc. We do not steer residents to a particular facility or company. Administrator asks residents how staff should inform other residents about their move-out. Offering Resident Support

13. The reason(s) for move-out, including facts and circumstances on which the decision is based. The date of move-out. Where the resident is moving. Tentative schedule of moving belongings. Resident’s right to appeal, which is included in move-out notice. Date for the return of the deposit. Official Move-Out Notice Includes:

14. Residents have the right to appeal the community’s decision to the [state agency, local ombudsman; community.] We provide information on where resident can file the appeal and the time frame for filing appeal. Administrator will notify ombudsman’s office when resident or family is dissatisfied. Resident’s Right To Appeal

15. Details about resident’s move-out discussed. Move-out coordinators identified. Explanation of resident’s wishes. Say good bye to the resident. Review move-out procedures. Staff Meeting About Move-Out

16. [Insert name of staff who are move-out coordinators.] Explain role and responsibilities of coordinators involved in move-out. Who Coordinates The Resident’s Move ?

17. Maintain a positive attitude and offer assistance when possible. When a resident or family member expresses desire to remain, respond with our established statement. Notify the move-out coordinator and document these conversations in resident’s file. Maintain Customer Service

18. Maintain a positive attitude and be empathetic. Offer the resident or family member assistance with packing belongings, moving belongings on a cart, etc. Provide refreshments or meals. Walk the resident out of the community to their transportation. Move-Out Day

19. Administrator calls the resident, family member, or guardian after the move to ask: How is the resident doing? Is there anything we (the residence) can do or was there any missing documentation that the residence can send at this time? Was the move out satisfactory? If not, how can it be corrected? Administrator Follow Up Call

20. Final Note Having a caring attitude, spending quality time, and listening to what the resident wants and needs, produces a successful transition and makes the resident’s final experience with us a good one.