Develop and install the ideal community operating model consistent with Amica’s premium market brand
Amica operates several high-end Independent Living retirement communities across Canada, some of which have Assisted Living capabilities. In order to protect brand quality, the organization wanted all communities to have a similar structure and consistent operational methods to ensure the highest levels of care for every resident.
Along with improvement to quality and service, the organization wished to improve profitability as well. Carpedia was invited to help Amica do this.
The engagement would first build the “Ideal Community Model” by developing best practices, management structures leadership behaviors and processes in two communities, then roll out the model to another eight communities in Ontario.
The project exceeded requirements, providing Amica with a greater than 3:1 ROI. The new “Ideal Community Model”, improved overall performance while providing optimum service and quality experience for residents.
Key changes included:
- Cost of service per occupied suite was reduced by 18%.
- Variability across communities was reduced by 63%.
- Management tools were installed to provide critical alignment between forecasts, budgets, schedules and daily measurement of key performance
- Streamlined organizational structures improved communication and
- Implementation of a two seating dining model reduced variability in covers served and maximized Dining/ Kitchen
- Task assignments with specific expectations reduced waste and downtime in Dining/Kitchen.
- Implementation of a credit based system with variable room clean standards enhanced Housekeeping effectiveness.
- Cross utilization of Nursing and Support Workers provided improved care to residents and also decreased the cost to serve them.
- Improved work order management, skill utilization and proactive scheduling increased Maintenance response with reduced
“I wanted to pass along our appreciation for the workplace redesign efforts that (the Carpedia team) supported in many of our Amica Communities. Each and every one of you built relationships of trust with our regional and local leaders – not easy to do when coming in as strangers tasked with facilitating change. Your team did this by really taking the time to deeply understand our business…your team opened our eyes to the efficiencies that could be made…The work begun by your team in 10 sites continues, and we are expanding lessons learned to other Amica communities”.
President, Baybridge Senior Living and Amica Mature Lifestyles