Steven A. BriganceMay 8, 2013

How optimistic are you about the company’s commitment and resolve to satisfying it residents and

their families every day?

How optimistic are you about the company’s ability to satisfy its residents and their families every day?

I have what I need to satisfy the residents and families I have responsibility for every day or I know

where I can go to get it?

I have what I need to satisfy the needs of my employees who work for me or I know where I can go

to get it.

Things are better for the company than they were two years ago.

Things are better for me and my colleagues than they were one year ago.

How committed is the company to meeting the needs of its employees at every level?

I believe that the company would be interested in hearing what I want and might even do something

about it if it could.

Mini-Survey Take-a-Ways• Typical stuff that takes money– Wages– Bonuses/Awards– Food & other budget items (But….)

• More formal training (with input from the field)• More Employee Recognition• More Succession Planning• More (routine/regular) communications to/from/with

Senior Management• Continue to stress the fact that all employees are

involved in care and service

Thanks

The Five BE’s• Be Transparent—free from pretense or deceit; willing & able to

deal with our “shadows”/our business “persona”— honest; readily understood; accessible

• Be Accountable—responsible, answerable, liable…indebted, obligated

• Be Communicative-- speak the language of your audience/the listener; DOES NOT mean to be talkative; if necessary, carefully and patiently try to teach the audience/listener a language you both understand.

• Be Integrous (won’t pass your spell check, but it is a word)—Covey, honesty is matching words to reality/integrity is harmonizing reality with our words. In the corporate vernacular, “walking the talk.”

• Be Indefatigable (This will pass spell-check, but it’s not a word you hear every day.)—untiring, persevering, diligent, spirited/energetic, conscientious.

Signs a Company’s Leadership is Living the Five BEs

• Care and Service is not an important thing—it is the MOST important thing and they put nothing ahead of it.

• They are not uncomfortable with the idea that they are imperfect.• They take care of their staff at all levels, especially the Administrator/ED and the

care staff.• They hire right the first time; they train well and continuously; they retain the best

people the right ways; they discipline wisely if not easily.• They have realistic policies and procedures; they follow them; they amend them

as needed; and they hold people accountable for implementing them.• They know when to say NO to admissions.• They measure the important things constantly.• They survey their customers and respond as necessary and appropriate.• They never violate their resident’s rights.• They recognize that regulators and questions and even criticisms from other

sources are not their enemies.

Signs a Company’s ED’sare Living the 5 BE’s

• They consider themselves to be the chief care and service officer.• They cooperate with state and federal authorities.• They honor and protect all resident rights.• They make rounds often and know their residents and families

intimately.• They take care –real good care—of their caregivers.• They create and encourage great relationships in the community

outside their community.• They embrace a team approach.• They recognize, address and resolve problems early, involving

others as needed.• They are available—they post 24-7-365 contact numbers for

themselves and key staff.• They celebrate often and regularly.

Signs a Company’s Caregivers are Living the 5 BE’s

• Great Care and Service is their top priority and they tolerate nothing that interferes with its delivery.

• They hold themselves, their colleagues and even their bosses and the company itself accountable for delivering great care and service.

• They know and follow the company’s policies and procedures and properly contest those that get in the way of great care and service.

• They love their residents and consider them to be family.• They know when acuity becomes a problem.• They NEVER lie—not to residents, family, colleagues, bosses or

government surveyors.• They never violate a resident’s rights.• They respect, support and hold colleagues accountable.• They know when it is time to leave a job.• They know they are special!!

“In the moment action is demanded, the best thing you can do is the RIGHT thing, the next best thing is the WRONG thing and the worst thing you can do is NOTHING.” Theodore Roosevelt (cf. Dante’s Inferno)

“Here’s to the crazy ones. The misfits. The rebels. The troublemakers. The round heads in the square holes. The ones who see things differently. They’re not fond of the rules, and they have no respect for the status quo. You can quote them, disagree with them, glorify or vilify them. But the one thing you cannot do is ignore them. Because they change things. They push the human race forward. And while some may see them as the crazy ones, [the best companies] see genius [and know how best to employ them.] Because the people who are crazy enough to think they can change the world are the ones who do.”

~Author Unknown