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Author: Steve Moran

Moments of Truth

Moments of Truth

Posted by | Jan 27, 2014 | | 2 |

I would propose there are three moments of truth for consumers of senior living and thinking about those moments of truth will help you be a better operator and improve the quality of life for the seniors and their families.

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A Big Pot of Money

A Big Pot of Money

Posted by | Nov 3, 2013 | | 7 |

If you are developing or operating senior living communities are you doing what you do because it is what everyone else is doing or because it is the way you have always done it? Is it possible there is a better way?

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Hiring for Excellence

Hiring for Excellence

Posted by | Aug 29, 2013 | | 2 |

It is well documented that resident satisfaction and employee satisfaction are tightly coupled. Some experts would argue the key to high resident satisfaction is high employee satisfaction. Do you have high employee satisfaction?

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From Hall of Shame to Hall of Fame – Part One: Hall of Shame

Posted by | Aug 15, 2013 | | 2 |

Many times senior housing operators talk about creating a luxury hotel hotel experience for seniors a concept I am not really all that fond of for a number of reasons including how frequently when I travel I encounter people in the travel profession who just don’t care about their customers. Today 3 examples of what not to do. Next week an example of how to do it exactly right, in spite of a colossal failure.

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Another Job Board . . .

Posted by | Jun 24, 2013 | | 2 |

Ok, I confess I did it.But here is the thing.  A few years ago I was out of work for a painfully difficult long period of time.  Maybe you know what it was like, one of those spells where it got so bad I had to dip...

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Good Ideas/Bad Ideas

Posted by | Jun 10, 2013 | | 13 |

I confess to having serious soft spot for senior housing entrepreneurs. In particular my biggest soft spot is for those entrepreneurs who have created the next great product, service, gadget or program for seniors.

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From Failure to Success

Posted by | Jun 2, 2013 | | 2 |

No one develops or purchases a senior housing community with failure in mind. In fact, whether it is the purchase of an operating community or the development of a new project, the owners and managers have the very best of intentions to provide great service to their residents and to make a fair profit.

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Are you an Undercover Boss?

Are you an Undercover Boss?

Posted by | May 16, 2013 | | 1 |

You have probably watched the ABS reality television show, Undercover Boss where the owner or senior executive of a company goes to work as a line employee with the goal of getting a more honest assessment of how that company is doing and how the leadership team is perceived. It is the wrong approach.

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High Roller Summits

Posted by | Apr 25, 2013 | | 0 |

For a long time I didn’t even know these things existed. . . but there are two companies that provide very exclusive limited admittance seminars or summits. These things are so exclusive that most of you who read this blog will...

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Night Staff Blues . . .

Posted by | Apr 21, 2013 | | 0 |

How many times have you as an executive director/administrator, been settled-in for the evening only to get a frantic call that someone on the night shift just called in to say they couldn’t make it to work or even worse, a...

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A Good Death

Posted by | Apr 15, 2013 | | 3 |

Today in full public view, we saw the face of evil in the Boston Marathon bombings.   Some person or group of people decided it would be a good idea to try to kill and hurt as many people as possible from the very old...

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Emeritus Gets Clobbered – Is it fair?

Emeritus Gets Clobbered – Is it fair?

Posted by | Mar 12, 2013 | | 13 |

It was painful to read the news reports about the Emeritus guilty verdict.  After reading the first article about the case a few weeks ago, I assumed Emeritus was going to get dinged on this one, but it was unclear how bad it would be.  I first wrote about it in this article: Case Study – “Suit: Facility let woman ‘waste away’”.

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Winning the Readmission Challenge

Posted by | Mar 7, 2013 | | 5 |

When hospitals look at post-acute senior care communities (skilled nursing & assisted living) their criteria are very simple:

  • You can send them patients (first time admits) or you can’t.
  • You can help them reduce readmissions or you can’t.
  • Their patients like your community or they don’t.
  • Your care model is consistent with the hospitals or it’s not.

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Turn Your Staff, Family Members and Vendors into Your Best Salespeople.

Turn Your Staff, Family Members and Vendors into Your Best Salespeople.

Posted by | Mar 4, 2013 | | 2 |

If  senior housing community is like most, you are probably doing a bunch of things to attract new residents:  Big events, local advertising, on-line lead generation and multiple forays into your local marketplace.  You likely are paying for one or more full time marketing/sales person (or maybe you are that person).  Yet if you are not engaging your staff, family members and vendors to be advocates for your senior community, you are missing one of the most powerful and least expensive tools available to you.

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Cheaper and Better Than Referral Agencies – A Hi-tech Medical Kiosk That Could Fill Your Community

Posted by | Feb 26, 2013 | | 9 |

A number of weeks ago I attended AgeTech California, a densely packed one day conference on technology and aging.  One of the presenters talked a little about a machine manufactured by SoloHealth that allowed their clients to do a machine based, Self-administered health and wellness check several times each week, with the data being automatically transmitted to the healthcare staff.   The big win for the senior organization was that rather than consuming valuable human resources to do routine blood pressure and screening checks, they had more time to focus on clients who really needed a human touch.

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The Most Effective, Least Used Closing Technique

Posted by | Feb 24, 2013 | | 6 |

I almost feel like I am giving away a secret sauce.

 

If in the next few months I am in a conversation with you about a blog partnership at Senior Housing Forum or a Vigil Health Solution call system and I use this as part of my closing spiel you will respond “Ah Ha”, he is doing that thing he wrote about.

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How Senior Living Communities Grow Online Leads

Posted by | Feb 20, 2013 | | 0 |

 

Savvy boomer shoppers are relying more and more on the Internet for initial research on senior living and other health care products and services. The senior living communities and health providers who lean to local professionals for leads are missing a huge source. And if you depend on direct mail and print advertising, the ROI is 1.7% close rate whereas SEO (web) leads have a 14.6% close rate (SEJournal 2012).

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On-Line Lead Generation

Posted by | Feb 18, 2013 | | 5 |

The whole on-line lead generation thing is a convoluted, sucky mess.

Some questions on the way to sorting it out:

  • Does it work?
  • Is it worth the money?
  • Am I giving up ground to my competitors, if I don’t use paid directory listings?
  • If I am giving up ground, how much?

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Stupid Questions: The Hiring Process

Posted by | Feb 13, 2013 | | 4 |

I recently came across this cute cartoon created by HealthcareSource

If you’re on a mobile device or tablet click here to view the video!

After watching it, I got to thinking it would be fun to ask these questions:

1.  What dumb questions have you asked when interviewing?

2.  What dumb questions or statements have you heard from your candidates?

3.  Do you have a favorite question you like to ask candidates?

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Taking a Bite Out of Traditional Referral Agencies?

Posted by | Feb 5, 2013 | | 22 |

While I think there are occasions when senior referral agencies provide real value to seniors and even to senior communities I mostly view them as a collection of parasites that sucks millions of dollars per year out of the pockets of senior communities, dollars that could be used to reduce costs, improve programs and even increase industry profits. 

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Generate Online Leads Today – Part 1

Posted by | Feb 3, 2013 | | 3 |

By Guest Blogger Larry Levenson

“I can’t believe it! My blog went ‘live’ only 6 hours ago and I have a great lead already!”
~ Brian Bachman

Inbound marketing is very effective at generating leads for your senior living community. But like most internet marketing, it takes some time and the effects are cumulative. But what can we do to generate leads today?

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Are You Getting The Best Candidates?

Posted by | Jan 30, 2013 | | 2 |

The healthcare market sector (which includes senior housing) has created more jobs than any other industry sector.

This is great news for the economy and for workers.  It is a mixed bag for senior housing providers.  On one hand it means demand is up, but it also means finding and hiring the best candidates is more difficult.

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Senior Falls . . . Bad for Seniors Good for Senior Housing

Posted by | Jan 30, 2013 | | 12 |

I know your initial reaction to this article will be I am just a money grubbing, crass senior housing capitalist that does not care about seniors.  This is not true, hear me out. . . .

 

On January 28, 2013 the Sacramento Bee published an article titled: Deadly falls on the rise among seniors.  The article makes the following points:

  • California emergency rooms have been flooded with older seniors who have been injured or who have died as the result of a fall.
  •  From 2000 to 2010 rate of deaths from falls has increased by more than 50% in California and 65% nationally.
  • Seniors are living longer and as a result are living with multiple chronic conditions that increase the risk of falling.
  • In some cases, the medication seniors are taking for those conditions, increases risk of falling.
  • Because we boomers tend to overestimate our abilities, we are less careful, further increasing the risk of falls.

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Counterpoint: Top Reasons to Fight Age Discrimination (Ageism)

Posted by | Jan 25, 2013 | | 7 |

On January 13, 2013 I published an article title: Is Ageism the next stupid, politically correct cause? It generated more comments than any article previously published at Senior Housing Forum.  One of the people who took serious exception to my point of view was Kathy Sporre.  Senior Housing Forum is about conversation and so I appreciate those who disagree with me as much as those who agree. I asked her if she would like to like to write a counterpoint.  She suggested that I republish this article that was published in November, 2012 at Refined By Age.

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I hate articles like this . . .

Posted by | Jan 24, 2013 | | 9 |

I hate articles like this one posted on the AARP website: ‘If I’d Had to Wait Until 67 for Medicare, I’d Be Dead’.

AARP – A Rant
In fairness, I am not a huge fan of AARP.  They bill themselves as an organization that exists to protect the interests of seniors and, while they do focus on topics that are important to seniors, they mostly exist to sell products and services to seniors, enriching AARP management.  

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Annoucement: Welcome HealthcareSource

Posted by | Jan 21, 2013 | | 0 |

We are pleased to announce that HealthcareSource, with over 2,000 healthcare facilities as clients, is a new Senior Housing Forum partner.

About HealthcareSource
The leading provider of talent management software for the healthcare industry, HealthcareSource helps healthcare organizations source, hire, assess, and develop the best workforce possible in order to reduce costs and improve patient and resident satisfaction and safety through its cloud-based solutions.

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Ten Ways To Increase The Pulling Power Of Your Senior Living Ads.

Posted by | Jan 17, 2013 | | 3 |

By Kevin M. Williams, Guest Blogger

“A reader or listener has at each moment but a limited amount of mental power available… The more time and attention it takes to receive and understand each sentence, the less time and attention can be given to the contained idea; and the less vividly will that idea be conceived.” – Herbert Spencer in The Philosophy of Style

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Evicting a Resident . . . Doing It Right

Posted by | Jan 10, 2013 | | 2 |

Guest post by: Michele Trausch, Esq,  Partner, Hanson Bridgett LLP

By now, nearly all Executive Directors and Managers of Licensed Assisted Living communities know that certain language must go into a 30-day Notice of Eviction and that if they are done wrong the consequences can be significant.

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8 Ways to be More Productive in 2013

Posted by | Jan 7, 2013 | | 5 |

 

1.  Take control of your email –  “OHIO” Only handle it once
Never ever put off an email to be handled later.  It will take you three times as long to deal with it.  You will have to find it and reread it, then think about what you wanted to do with it the first time you read it.  React to it or delete it.

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How much damage will the government and the media do to senior housing in 2013?

Posted by | Dec 31, 2012 | | 10 |

Senior housing is not an island unto itself. . .  Skilled nursing is heavily dependent on the Federal Medicaid and Medicare programs.  Much of the senior independent living inventory is targeted at low income seniors and dependent on various government funding sources for both development capital and on-going economic viability.  Assisted living, at first glance, seems rather immune to the uncertainties of government policy except that government policy has a huge impact on the general economic health of the country.

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Because it is Christmas Week: A Christmas Story

Posted by | Dec 23, 2012 | | 3 |

This is feel good week for Senior Housing Forum.  This post and the one later in the week, remind me, and I hope reminds you, that even when terrible unspeakable things like the massacre at Sandy Creek Elementary School happen.  There are amazing unbelievable bright spots.  Individuals who have the capacity to engage in unbelievable acts of selfless compassion.

I wish you and your loved ones a very merry Christmas.

Steve Moran

Big Wheels Truck Stop

When I was a kid, I looked forward to the weekend service before service more than any other, because instead of a sermon all they did was Christmas music.  Last year I was not quite sure how it would go, but on Christmas week I made that kind of switch and published a Christmas story.  I wish you all a very merry Christmas and I hope you are inspired by this story as much as I was.

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Let Us Entertain You to Death

Posted by | Dec 16, 2012 | | 22 |

This seems to be the underlying proposition of virtually every senior housing community:  Let us entertain you to death.

The Classic Eagles song “Hotel California” ends with these words   . . .

‘“Relax”, said the night man, “We are programed to receive.  You can check-out any time you like, but you can never leave!”’

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A Must Read Article: On The Other Side of Long Term Care

Posted by | Nov 28, 2012 | | 3 |

This article was written from a skilled nursing perspective but should be a must read for anyone providing housing and services to seniors.

It is often said that you cannot teach an old dog new tricks, but that is not totally true. You can teach an old dog new tricks; it’s just extremely difficult. In the case of this old dog, it took a near-death experience. . . .

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Solving the Uncompensated Care Problem

Posted by | Nov 13, 2012 | | 9 |

 

It is well known that in the world of assisted living, uncompensated care costs communities tens of thousands of dollars in lost revenue each month. 

Here is what happens
On move-in a resident is assessed for level of care and a service package is developed and included in the payment agreement.  

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Larry Minnix: Reflections on LeadingAge 2012

Larry Minnix: Reflections on LeadingAge 2012

Posted by | Nov 1, 2012 | | 2 |

I am a convention/trade show junkie!

I look forward to the presentations in the general sessions and breakout sessions.  They get my creative writing juices flowing, they give me new perspectives  and yes . . . sometimes they frustrate me.  I love being able to meet in person individuals I have only interacted with on the internet and by phone.  I love being able to meet new people and explore their views on senior housing, what they are doing to make the industry a better place and improve the quality of life for seniors.

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I wish I Could Blame it on Hurricane Sandy . . .

Posted by | Oct 31, 2012 | | 0 |

Over the last 24 hours you may have attempted to access Senior Housing Forum only to get one of several error messages.  The problem started sometime last evening and got worse through the night so that by early this morning the website was completely unavailable for several hours.  I was not a happy camper but my service provider was doing all they could to fix it.

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The Hi-Tech Retirement Revolution

Posted by | Oct 30, 2012 | | 4 |

By Josh Byer, SeniorsZen.com

As technology advances, we begin to see it manifest in more and more items in our home. Kitchens, living rooms, offices and bathrooms are now filled with electrical gadgets. All of these objects have one thing in common – they require that we learn their interface in order to use them properly. Consequentially, there has been resistance from older communities to adopt these devices. 

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Sunday at LeadingAge – Desmond Tutu

Posted by | Oct 22, 2012 | | 1 |

Of all the presentations being offered at Leading Age, the one I was most looking forward to was Desmond Tutu on Sunday Afternoon.  He is 81 years old and has changed the world for the better.  He came on the world stage in the 1980s as a powerful voice against apartheid.  He won the Nobel Peace Prize (1984).

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Film Review: Age of Champions

Posted by | Oct 10, 2012 | | 6 |

This is my third attempt at writing this review.  I am normally pretty prolific; once I have something in my head I can knock out a first draft in about 20 or 30 minutes.  I did finally figure out why I had such a...

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When You Can’t Be There . . . The Next Best Thing

Posted by | Oct 4, 2012 | | 2 |

When you discover this article is about NIC you may be tempted to skip the read, but you shouldn’t.

What happens in the Senior Housing Capital Markets says a lot about the health of the industry today and provides insights into the future holds.

For a variety of reasons, I missed the National Investment Center (NIC) National Conference that took place in Chicago last week.  I read a number of reports that all pretty much addressed the presentations. I wanted another perspective so over the last week I conducted a bunch of short interviews with attendees (the list below) to get a read on what they got from the conference.

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A Win Win Win . . . . .

Posted by | Jul 18, 2012 | | 0 |

I hardly know what to call this.It’s a Resident Activity for sure.It’s a cost saving measure almost certainly.It’s a way for residents to do something that is meaning and productive.It’s a way to improve...

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The Best Dementia Design . . .

Posted by | Jun 21, 2012 | | 25 |

By: Greg Irwin, AIA As a long-time senior housing architectural firm, Irwin Partners Architects is frequently discussing with its clients, what kind of design scheme works best for their dementia model.  We are also...

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So Many Men . . .

Posted by | Mar 29, 2012 | | 14 |

A few weeks ago I was in the Denver area meeting with existing Vigil Health Solutions customers and prospects.  I was able to tour some terrific communities.  One of the best was my visit to New Dawn Memory Care...

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The Perpetual Problem . . .

Posted by | Mar 1, 2012 | | 53 |

You were first contacted by the family because dad has become mildly confused living at home.  He forgets to take his medication and can’t remember the last time he bathed.  After weeks of working with the prospective...

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Defining The Problem

Posted by | Feb 9, 2012 | | 7 |

Last week I challenged the Kaiser Family Foundation article that predicted an impending critical shortage of nursing home beds (You can read that article HERE). My premise was not that there is no problem, but rather that they...

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The Best Recruits

Posted by | Oct 11, 2011 | | 0 |

A few weeks ago I wrote an article titled “Lick of Sense . . .” where I talked about how important it is to hire team members who have a good attitude and a willingness to learn. I just came across this article The Best Recruits...

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