The client operates several high-end Independent Living retirement communities across Canada, some of which have Assisted Living capabilities. 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 the client 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 the client 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:
- Streamlined organizational structures improved communication and accountability.
- Implementation of a two-seating dining model reduced variability in covers served and maximized Dining/ Kitchen schedules.
- Task assignments with specific expectations reduced waste and downtime in Dining/Kitchen.
- Cross utilization of Nursing and Support Workers provided improved care to residents and decreased the cost to serve them.
- Improved work order management, skill utilization and proactive scheduling increased Maintenance response with reduced cost.
The Results
Expected Results Included:
- Cost of service per occupied suite was reduced by 18%.
- Variability across communities was reduced by 63%.
- Implementation of a credit-based system with variable room clean standards enhanced housekeeping effectiveness.
- Management tools were installed to provide critical alignment between forecasts, budgets, schedules and daily measurement of key performance indicators.
