Assisted Living

2018 AHCA/NCAL Annual Convention

AL-6 - A Call to Serve: How the Service Model Can Improve Your Operations

Speaker(s)

• 

  Mark Anderson, BA, MS

  Senior Vice President
  Eldermark Software

This session will explore the role of intent in the design of the assisted living service model, focusing first on serving the customer and then serving the goals of the provider organization. Through discussion and case studies, participants will be challenged to think about their own service model, its design, and its performance in achieving operational goals and customer satisfaction. How the service model is perceived and experienced by the customer will be a primary focus. In addition, participants will discover how the clinical assessment serves as the engine that drives the service model process flow throughout operations.

Learning Objectives:

• Discuss how the elements of the service model reflect the intentions of the provider organization to serve its customers
• Describe the operational process flow from business model to service model operation and where feedback can keep the provider true to their intentions
• Evaluate the process that created your service model in order to challenge its intentions to serve customers