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Article Excerpt
It's just another ordinary day. Everyone is busy caring for residents, cleaning the halls, doing laundry--the countless tasks required to run an efficient and effective nursing home. Suddenly, a long shadow darkens the lobby, and the rhythm of the day abruptly changes from a purr to a tense staccato. A group of people wearing badges and carrying clipboards have announced themselves to the front-desk receptionist. She pales. This entourage is definitely not looking to admit a family member or demonstrate a lift system; they are state surveyors. Your usually dedicated, informed, caring, and professional staff become tongue-tied, forgetful, defensive, and stressed.
During my first year as administrator of the Horizon House Nursing Center, a 56-bed skilled nursing facility that is part of the Horizon House CCRC campus in Seattle, survey time turned the facility upside down because staff were anxious and fearful. To quell these negative reactions, we confronted the problem head-on with confidence-building, hands-on role-playing. We developed our mock survey program to identify our strengths and weaknesses in care delivery, provide continuous quality improvement, educate and train staff, familiarize them with the survey process, and neutralize the fear associated with a state survey. Through this exercise, employees have an opportunity not only to learn about the regulations in the areas of their involvement, but also to see how these rules come into play throughout the nursing home.
Because Horizon House Nursing Center...
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