Page 36 - BusinessWest May 16, 2022

“Silver recipients have to outline their sys- tematic approaches, and they have to demon- strate their quality and clinical outcomes and
the sustainability of their organizational and process results that are linked to these outcomes to ensure success — how they meet certain chal- lenges, and make sure that they meet key custom- er requirements,” said Laurin, noting that
Charlene Manor was one of two facilities in the Commonwealth that received this achievement.
To put that into perspective, there are more than 400 facilities providing such services in the
“We experience their milestone birthdays with them, we experience their joys and their pains. It’s much more than just providing clinical care — it’s providing that care
with a level of compassion that I have not seen in any other work that I’ve done prior to being in this industry.”
state. Charlene Manor is the only skilled nursing facility that received this award — the other win- ner was an assisted living facility from eastern Mass.
“With our silver award, we were able to clearly
demonstrate that we made improvements,” said Ash- ley LeBeau, administrator of Charlene Manor. “We responded to the feedback, which is really the key when you’re asking someone for feedback. You must then respond to it, put plans in place to improve it; we were very much able to do that.”
The team members at
Charlene Manor can speak
to this improvement with
concrete evidence from over
the years. The facility has
a five-star rating from the
Department of Public Health,
and that rating has been
maintained for more than
two years. Customer satis-
faction surveys from both
short-term and long-term residents have shown improvement as well, and that demonstration contributed to Charlene Manor earning the silver award, said LeBeau.
For this issue, BusinessWest talked with Lau- rin and LeBeau about the Silver Award, but more about what went into earning it and what the honor says about the facility and its team.
Shining Examples
The term ‘skilled nursing’ oftentimes is used interchangeably with assisted living and nursing homes, when in actuality they are quite different. Skilled nursing care refers to a patient’s need for care or treatment that can only be performed by
licensed nurses. It can take place in a variety of settings — hospitals, assisted living communities, and in the case of Charlene Manor, skilled nurs- ing facilities.
Skilled nursing is regulated by the Department of Health Centers for Medicare & Medicaid Ser- vices (CMS). To be certified by CMS, skilled nurs- ing communities must meet strict criteria. They are subject to periodic inspections to ensure the quality standards are being met.
“That’s why this silver award is so critically important and such an honor — because these are such stringent criteria to have to be met so above and beyond,”
said Laurin.
Skilled nursing
Charlene Manor
Continued on page 39
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