2017 AHC/NCAL Annual Convention & Expo

Real-time Reaction, Rearview Results: Innovations in Person Centered Care

Monday, October 16
3:00 PM - 4:30 PM
Location: Lagoon I&J
CE: Nurses: 1.5 | NAB: 1.5

Every action creates a reaction. Often times in LTC we are faced with challenges that result in similar outcomes month after month. Come and learn how to engage staff in focusing on each person (resident) while creating processes and gaining sustainable results. In this session you will learn how to; develop a practical lEAN tool that engages staff in real-time reactions, gain long lasting results to improve your facilities marketing ability and promote the use of this tool between disciplines to drive outcomes.

Learning Objectives:

Paul Arbour

MaineGeneral Rehabilitation & Long Term Care

Paul Arbour has spent over 30 years working in the healthcare field. Much of his work in healthcare has been focused on customer relations. His first experience was in high school when he work along side a homecare social worker with the department of Diocesan Human Relations Services. This experience exposed him to the need to provide care to our elders.
He soon found himself using his vocational culinary arts experience in a kitchen in the facility he is now Administrator of. Shortly after working as a frontline dietary aide, he was approached by an RN and decided to become a CNA. While working at a local Veteran’s home, he began to explore a career in therapeutic Activities. He received his certification and within 6 years he was hired as the Activities Director in a local nursing home. He spent the next 10 years providing resident focused activity programming.
For the next 14 years he gained important experience at MaineGeneral Medical Center as Director of Patient & Guest Relations. In this position he developed a successful customer service program, lead a successful retail shop, created a new wayfinding program designed to place the patients at ease, managed the operations of a volunteer department of 400 and helped identify and resolve customer service trends to help increase customer satisfaction to the top 25 percentile. He also lead the way to revitalized the Patient Advocacy Group in the state of Maine.
As an administrator, he is able to combine his experience and practical skills gained over the past 30 plus years to lead his team towards excellence in quality and resident centered care. Over the past two years as the Administrator in a 125 bed multi-facility, he has helped lead the management team towards new heights.
Most recently Paul presented at ACHA's Orlando conference regarding best practices and outcomes used in his facility that helped drive outcomes below the state and national levels. Please join me in welcoming Paul …….


Send Email for Paul Arbour

Tarsha Rodrigue

Director of Nursing Services
MaineGeneral Rehabilitation and Long Term Care at Glenridge

Tarsha has worked at MaineGeneral since receiving her bachelors degree in 2004. She has been specializing in Geriatrics, specifically the care of patients with Alzheimer’s disease, dementia, and memory loss since 2008.
In 2011 she led the facility journey to reduce the use of antipsychotics. In one year Glenridge saw their rate of antipsychotic use drop by over 60%. To continue this work Tarsha has presented on behalf of MaineGeneral in several venues including the local community, Maine State Legislature, the Maine Nurses Summit, and the NICHE conference.
In September of 2015 she received the Excellence in Long Term Care, Nursing Leadership Award from the Maine Long Term Care Ombudsman Program. In 2016 she received the Excellence in Leadership Award from LeadingAge, Maine & New Hampshire.


Send Email for Tarsha Rodrigue


Real-time Reaction, Rearview Results: Innovations in Person Centered Care


MP3 Audio

Presentation Slides



Handout 1 Handout 2



Attendees who have favorited this

Send Email for Real-time Reaction, Rearview Results: Innovations in Person Centered Care