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Investment in frontline staff pays off for providers

July 13, 2011
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On Orchard Cove’s skilled-nursing floor, urinary tract infections and pressure ulcers have become rare occurrences and medication usage is down. Residents are living happier, healthier lives in the wake of dramatic changes in how care is managed and delivered.

The Business of Caregiving is a series of PHI case studies showcasing employers who illustrate a “quality care through quality jobs” approach to LTC business. PHI is sharing excerpts from these case studies as well as other findings with Long-Term Living.

Orchard Cove, located in Canton, Mass., is one of several nursing home and assisted living providers profiled in a series of new case studies produced by PHI, with the support of the Hitachi Foundation. The providers showcased in the series are actively engaged in building relationship-centered cultures, in which residents and the caregivers closest to them have greater control over everyday decision making.

At Orchard Cove, the journey toward a more relationship-centered culture began in 2005. Director of Nursing Deb Symonds began by implementing consistent assignment, with each nursing assistant caring for the same group of residents each day. Next, the nursing home was divided into three “households,” with self-managed teams supporting about 15 residents. Eventually, the nursing station came down, and a country kitchen provided a gathering place for residents, family members, and staff to enjoy time together.

While making these changes in their physical plant and organizational systems, Orchard Cove embarked on another change as well. The leadership realized that staff needed different skills to manage and deliver care in a new way. Through the PHI Center for Coaching Supervision and Leadership, the entire organization changed its culture of communication, learning core skills such as active listening, paraphrasing, and pulling back in difficult conversations. These skills, according to Executive Director Paul Hollings, “provide a solid platform and foundation [from which] to pursue—and refine—the ideas of culture change.”



Susan Misiorski


Susan Misiorski is director of training and organizational development services for...