“ The Secrets of Success from the Consumer Perspective”

1. “ The Secrets of Success from the Consumer Perspective” An Advancing Excellence Teleconference August 28th, 2007 10:00-11:15 a.m. Presented by: Amy L. Kirkland, Mary Pike and Eleanor Jacobs

2. Meet Eleanor

3. Introduction • Provider Experience • Family Caregiver Role • My experience with Nursing Home Placement

4. Communication and Satisfaction • Local Area Network for excellence, LANE • Emotions surrounding nursing home placement • Satisfaction challenges facing facility personnel

5. Communication and Satisfaction, continued • Communication on whose terms? • Satisfaction: Is it possible? • Feelings of hopelessness and helplessness

6. What are the Secrets? • Involving all stakeholders • Shared responsibility • Information is Power

7. What are the Secrets, continued • How can families better support providers, how can providers better support families? • Back to the beginning: The Admission Process, a systems approach to excellence.

8. LANE • Local Area Network for Excellence • The Resource Within

9. Who Am I ? • Family Caregiver Experience • When no longer a caregiver • Consumer Member of LANE • Advocate

10. Resident Council • A Right • Independent • Benefits

11. Family Councils • Self-determined/independent • Program • Opportunities • Benefits

12. Communication • Resident/Staff • Family/Staff • Staff/Staff/Shifts

13. Consistency/Training • Importance • Types • Benefits

14. Satisfaction • Nursing Staff Satisfaction • Less Turn Over • Resident/Family Satisfaction

15. Questions?

16. Contacts: Who should we list? This material was prepared by MetaStar, the Medicare Quality Improvement Organization for Wisconsin, under contract with the Centers for Medicare & Medicaid Services (CMS), an agency of the U.S. Department of Health and Human Services. The contents presented do not necessarily reflect CMS policy.  8SOW-WI-NH-07-68.