It never ceases to fascinate us just how booming the Senior Healthcare Industry is. Statistic after statistic, and projection after projection have caused those within and outside of the industry to marvel at just how endless the possibilities for growth are. In this infographic for Aging in America, we can see just how incomprehensible some of these projections are.
It goes without saying that the Senior Care Industry is going to be unstoppable and absolutely essential in the decades to come, and with that ever growing need, there’s a just as essential need for good talent in the field. That’s where Govig Senior Care comes in. We know all the top talent, and who’s looking. With a long history in the industry, beginning in 1988, we have developed a reputation and expertise in the field that is unmatched in executive recruiting and consulting. We know who our clients need and we know what our candidates want, which is exactly why we aim to become the premier and most sought after Executive Search Firm in the Senior Housing Industry for many years to come.
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Last month on our blog we discussed many different companies that provide consumer reviews of senior care facilities and how these reviews seemed to be the wave of the future for people searching for more information on a particular facility. A new article by Shelley Laurell confirms this suspicion; giving fact-based statistics about how important online consumer reviews are becoming in the marketplace and how these reviews are showing no signs of going away anytime soon. Read below to find more information about these reviews and how important they truly are to defining a facility’s strengths, weaknesses, and overall reputation among those who have come into contact with the facility.
Why online reviews are here to stay
The Internet has given consumers a voice. Sharing with one another online, they visit and revisit online sources when making decisions. The places where their searches intersect with information they want are known as the Zero Moment of Truth (ZMOT). Online reviews are one such place.
In seeking reviews, families are looking for confirmation that your brand is what you say it is. They want feedback from other families who have experienced your brand. Even after they’ve made a choice, they revisit online reviews to confirm they made the rightchoice.
For many senior care providers, online reviews cause apprehension. It’s important to remember though, that conversations about your brand are already happening. Without you. Probably in places you can’t reach. Online reviews are one place where you can join the conversation.
Blake Hodges, director of digital media for GlynnDevins Advertising, encourages his clients to be involved. “Providers are reluctant to get into social media because of disgruntled employees,” he says. “But disgruntled people will find a way to tell more people, and submitting a grievance online is easy. Providers need to be aware of what people are saying about them, and at the time it is being said.”
Just How Important Are Online Reviews?
A company known for monitoring online review activity is Forrester Research. In a 2010 survey, it found that:
- People trust consumer ratings and reviews (62%) more than the ratings/reviews of industry experts (57%).
- Other than recommendations from a friend or family member, consumer reviews are the most trusted source of information.
A Caring.com member survey reinforces Forrester’s findings:
- A combined 94 percent of respondents feel that online reviews are worthwhile: 45 percent consider them trustworthy information, and 49 percent consider them helpful to their search for a senior care provider.
- Companies with reviews received 550 percent more inquiries online than those without reviews.
Providers find reviews beneficial to both SEO and conversions.
Sunrise Senior Living monitors online reviews. “We see value in online reviews as they help to share real stories from family members and residents with prospective family members and residents,” explains Abby See, senior manager of online marketing.
Danielle Cantin, director of marketing at American House, says, “Reviews have added a level of authenticity to our brand. It is hard to quantify whether or not inquiries have increased due to our review activity, but it’s fair to say our SEO is strengthened by the relevant and timely postings — making us more likely to turn up in a search — therefore more likely to get an inquiry.”
Family Feedback Helps With Continuous Improvement
Consumers’ growing reliance on reviews offers senior care providers a means of continuous improvement. Online reviews may help you identify a problem you weren’t aware you had. If families who visit on Sunday afternoons are consistently posting concerns about the lack of resident activity or an unfriendly front desk person, both are problems you can fix.
You may also learn through reviews that a family chose another provider because of something youdon’t offer. If you don’t have a dedicated memory care courtyard and that’s what families want for their loved ones, their reviews may help you justify that capital improvement.
The Positive Side of Negative Reviews
“Negative reviews are a great tool,” explains Cantin. “There’s a certain anonymity that comes with writing a review online. Writers feel safe and are able to share their thoughts freely, without fear of rejection or confrontation. Reviews empower people who felt disempowered at a particular moment.”
MaryBeth Dagg, public relations and communications manager at Emeritus Senior Living, adds, “Reviews are one way we can determine where we have unhappy families and try and resolve any issues. We have several methods that residents and families can use to express concerns, but many aren’t comfortable talking directly to staff. By responding to online reviews, we’ve been able to reach out to families and let them know we’re listening.”
Negative reviews lend authenticity. People are suspicious when every review is perfect. In fact, 68 percent of consumers trust reviews more when they see a mix of good and bad. The key is to quickly address the negatives:
- Thank the posters for their comments. Encourage them to contact you offline so you can resolve the issues.
- If it’s an issue you’ve tried unsuccessfully to resolve, ask your families who feel differently to post positive reviews.
How to Join the Conversation
Here are ideas to help you get started:
- Assemble a team to read and respond to reviews. Prompt response online is critical.
- Establish a process for tracking complaint resolutions. Part of the success of online reviews comes from posting the fact that an issue has been resolved.
- Fill out profiles for your communities on the most-reviewed sites, such as Caring.com, Angie’s List, and Google+.
- Bookmark profiles so you can easily monitor what’s being said. Some review sites will alert you when you have a new review.
- Set up Google Alerts for your brand name and your community names.
- Encourage families to post reviews, and make it easy for them by sharing a list of the sites where your profiles are in place.
- Reputation management services can help. GlynnDevins offers one that aggregates what’s said on the sites you want monitored, then sends you a daily alert e-mail.
The bottom line is that reviews are here to stay. Actively monitoring and responding to them are must-do strategies for protecting your brand. MaryBeth Dagg of Emeritus explains it well by saying, “We know that if we quickly address problems identified in reviews, our resident and family satisfaction will remain high and people will continue to see Emeritus as a quality senior living option.”
National Nurses Week begins each year on May 6th and ends on May 12th. Here at Govig Senior Care we want to give thanks to all the nurses we’ve had the pleasure of working with! Read below to learn more about the history of National Nurses Day!
National Nurses Week History
National Nurses Week begins each year on May 6th and ends on May 12th, Florence Nightingale’s birthday. These permanent dates enhance planning and position National Nurses Week as an established recognition event. As of 1998, May 8 was designated as National Student Nurses Day, to be celebrated annually. And as of 2003, National School Nurse Day is celebrated on the Wednesday within National Nurses Week (May 6-12) each year.
The nursing profession has been supported and promoted by the American Nurses Association (ANA) since 1896. Each of ANA’s state and territorial nurses associations promotes the nursing profession at the state and regional levels. Each conducts celebrations on these dates to recognize the contributions that nurses and nursing make to the community.
The ANA supports and encourages National Nurses Week recognition programs through the state and district nurses associations, other specialty nursing organizations, educational facilities, and independent health care companies and institutions.
A Brief History of National Nurses Week
1953 Dorothy Sutherland of the U.S. Department of Health, Education, and Welfare sent a proposal to President Eisenhower to proclaim a “Nurse Day” in October of the following year. The proclamation was never made.
1954 National Nurse Week was observed from October 11 – 16. The year of the observance marked the 100th anniversary of Florence Nightingale’s mission to Crimea. Representative Frances P. Bolton sponsored the bill for a nurse week. Apparently, a bill for a National Nurse Week was introduced in the 1955 Congress, but no action was taken. Congress discontinued its practice of joint resolutions for national weeks of various kinds.
1972 Again a resolution was presented by the House of Representatives for the President to proclaim “National Registered Nurse Day.” It did not occur.
1974 In January of that year, the International Council of Nurses (ICN) proclaimed that May 12 would be “International Nurse Day.” (May 12 is the birthday of Florence Nightingale.) Since 1965, the ICN has celebrated “International Nurse Day.”
1974 In February of that year, a week was designated by the White House as National Nurse Week, and President Nixon issued a proclamation.
1978 New Jersey Governor Brendon Byrne declared May 6 as “Nurses Day.” Edward Scanlan, of Red Bank, N.J., took up the cause to perpetuate the recognition of nurses in his state. Mr. Scanlan had this date listed in Chase’s Calendar of Annual Events. He promoted the celebration on his own.
1981 ANA, along with various nursing organizations, rallied to support a resolution initiated by nurses in New Mexico, through their Congressman, Manuel Lujan, to have May 6, 1982, established as “National Recognition Day for Nurses.”
1982 In February, the ANA Board of Directors formally acknowledged May 6, 1982 as “National Nurses Day.” The action affirmed a joint resolution of the United States Congress designating May 6 as “National Recognition Day for Nurses.”
1982 President Ronald Reagan signed a proclamation on March 25, proclaiming “National Recognition Day for Nurses” to be May 6, 1982.
1990 The ANA Board of Directors expanded the recognition of nurses to a week-long celebration, declaring May 6 – 12, 1991, as National Nurses Week.
1993 The ANA Board of Directors designated May 6 – 12 as permanent dates to observe National Nurses Week in 1994 and in all subsequent years.
1996 The ANA initiated “National RN Recognition Day” on May 6, 1996, to honor the nation’s indispensable registered nurses for their tireless commitment 365 days a year. The ANA encourages its state and territorial nurses associations and other organizations to acknowledge May 6, 1996 as “National RN Recognition Day.”
1997 The ANA Board of Directors, at the request of the National Student Nurses Association, designated May 8 as National Student Nurses Day.
Knowing What You’re Recruiting For
-Atash Najafian, Govig Senior Care
Sourcing and placing the right individuals in jobs is becoming an increasingly important priority in any industry, especially as more and more businesses expand and talent acquisition departments are formed. The talent in your organization can really make or break your return on investments and profitability; therefore, executives really want to ensure that their top hires are the right people doing the right job. In order to correctly fill a position, however, that position must first be defined and hiring managers must outline what they want an employee to accomplish in that role.
What’s the Problem?
A common problem currently plaguing most recruiters and human resource professionals is a lack of understanding of the jobs they are required to fill. Many staffing professionals face the challenge of trying to place candidates in a position when they generally don’t even know what they’re looking for. This not only prohibits them from sourcing the right talent, but also from finding quality passive candidates as well. Let’s create an example to put this dilemma into perspective.
Sally is an HR director working for a long-term care company who is about to acquire several properties. She is in charge of placing a “Director of Education” who will eventually hire and train all of the staff in the new facilities. So Sally scans through countless resumes for candidates with this job title and puts up several job postings to attract applicants. What Sally hasn’t considered is that this role probably requires someone with skills that aren’t on a resume—such as an entrepreneurial attitude and experience with start-up operations. A big reason that Sally hasn’t accounted for these additional skills is that senior management hasn’t translated all of this information to her. And this isn’t the only job Sally needs to place, so now she has wasted a lot of time and effort on this particular job searching for candidates that are not a good fit for the position. How could Sally and her company have avoided all the excessive costs in time and man power? By simply defining the position before the search began and making sure that Sally was educated on the position and qualifications.
Define the position.
Getting a clear definition of all different aspects of a position from hiring managers at the beginning of a search can have a huge impact on costs for recruiters in the long run. On the recruiters end, really understanding the position and what is crucial to look for in a candidate is just as important to the success of finding the best candidate for the job. This may seem like a time management issue, but having a clear definition to work with from the start will aid in avoiding obstacles later on down the road and will really save time in the end for all parties involved.
Why do we care?
At Govig Senior Care, we’ve really focused on addressing this issue and place a big emphasis on specifying job descriptions with our clients. We can offer expertise you won’t find elsewhere and like to work alongside Human Resource departments to place those hard-to-fill positions—especially in the senior care industry. We have a clear understanding of each role that exists in the market and also make sure we get to know candidates on an individual basis to so that we’re able to place the right people in the right positions. If you’re looking for the perfect person to take your senior housing organization to the next level, or have a difficult position to fill in the long-term care industry, please reach out to us so we can start a search for you today—with the end goal clearly defined from the start, of course.
Here at Govig Senior Care, one of our core beliefs for business is to take the “search” out of recruiting. By that, we mean through the teams that we have, the resources at our disposal, and the relationships that we have developed over the course of our 24+ year history, we can remove the hardships of most recruiting firms and our clients by having those professionals who are going to be the right fit, already in our pocket. Before our clients come to us, there is an expectation that we not just have the right person in mind, but that we have become acquainted and come to know them on a personal level as well.
Our team structure is our strongest advantage in this regard, and in our Southern Region, Business Developer Spencer Coon, and Client Account Manager Kyle Kenney have seen the evolution of their business and team over the years, first-hand. Listen to them as they talk about the subject in our latest video…
The article below from Senior Housing News discusses how A Place for Mom, a senior living referral service, recently developed a consumer review website for senior living facilities across the country. The service allows consumers to give detailed feedback about facilities they’ve visited and rate them on a scale of 1 to 5 stars. This is a service that could be utilized by both candidates and clients that employ Govig Senior Care for their staffing needs. Candidates can use the site to verify that a facility they’re actively pursuing employment with is a place they would feel comfortable working in. Clients can always use this service as well to ensure their facility is receiving positive feedback, and if it is not they can take suggestions and address any concerns that are given on the site. Overall it the site appears to have many benefits that can help anyone looking to get insider details on a senior housing facility. Read on to get more details, and make sure to comment on your feelings about the website!
A Place for Mom, the largest senior living referral service in the nation, announced on Monday the launch of an online consumer review component.
SeniorAdvisor.com allows visitors to submit and review consumer feedback on more than 100,000 senior living communities and care services across the country. The site currently features more than 17,000 reviews, and about 82% communities currently have a three-star-or-better-rating.
The launch comes after other senior care resource websites, including Caring.com, Silver Living, and SeniorHomes.com, have announced, launched, or grown similar initiatives.
“Choosing a senior living community is an extremely important and emotional decision, and people want to feel confident they have made informed choices. In support of this, we are consistently asked if we have consumer reviews and ratings of senior living communities,” said Sean Kell, CEO of A Place for Mom, in a statement. “Based on this demand, we’ve created SeniorAdvisor.com, designed to become the nation’s largest and most comprehensive source for senior living and eldercare reviews, ratings and unbiased information.”
Before publishing reviews, SeniorAdvisor.com plans to verify them using a variety of sources, including the 200,000 families A Place for Mom helps each year to find senior care options, and the company’s network of senior care partners that includes more than 18,000 senior living care and services providers. When a senior living community or service listed on the website claims ownership of its profile, it will have the ability to invite consumers to review its business.
The reviews will be on a five-star rating scale system covering five categories: care, cleanliness, activities, value, and friendliness. Consumers will be able to view a community or service’s individual scores on these categories along with an overall rating.
Reviewers will also be able to post personal comments explaining their ratings, or give general insight or feedback about a community or service.
The website’s search tools will allow users to search for listings with designated geographic locations and specific desired amenities. Consumers will also be able to use SeniorAdvisor.com to request tours of communities, organize scheduled tours, and send text message reminders of favorite communities.
“Today’s savvy consumers are proactively seeking the opinions and experiences of others. Many shoppers read reviews of movies, restaurants, hotels and other products before they buy, so it’s not surprising that they expect this kind of information to be available for senior living services,” said Eric Seifert, President, SeniorAdvisor.com. “In line with other service industry reviews, we’re seeing about 82% of our ratings on SeniorAdvisor.com land at three stars or better. It will be exciting to watch how this progresses as the number of visitors to the site increases.”
Senior living provider trade group the Assisted Living Federation of America (ALFA) also recently announced the launch of a consumer web resource, powered by Caring.com, for consumers searching for senior care.
Caring.com says its 2 million monthly visits makes it the Web’s number one source of senior care reviews, while SeniorHomes.com and Silver Living both have more regional operations on the West and East coasts, respectively.
While some senior living providers are apprehensive of consumers’ ability to post unscripted reviews of communities, a few are using it to their advantage and taking the opportunity to respond to reviews and demonstrate their willingness to address issues.
At Govig Senior Care, our job is to seek out top candidates, the best of the best. Although experience can get you that first conversation, employers weigh heavily on certain personality traits when making a new hire. Ken Sundheim, contributor for Forbes, shares the 15 traits that companies believe form the ideal employee.
15 Traits Of The Ideal Employee
When hiring for any size business, it’s not what the candidates know today. Information can always be taught. The most intelligent companies hire on future success and heavily weigh personality when determining the most apt employees.
Regardless of industry, pay, age or sex, all ideal employees share some common traits. These include, but are not limited to individuals who can be described as or possess the following:
1. Action-oriented – Hire employees who take action and take chances. While chances may lead to failure, they will more often lead to success and mold confidence while generating new ideas. Stagnant employees won’t make your company money; action-oriented employees will.
2. Intelligent – Intelligence is not the only thing, but it’s a strong foundation for success. While there are many variables you can be flexible on when hiring, intelligence is a must or you’re going to be spending an abundance of time proofing work, micromanaging and dealing with heightened stress levels.
3. Ambitious – Employees can only help your company if they want to help themselves have a better career. Ambition is what makes a company innovative, it’s what spawns creative ideas and what generates candor and openness amongst employees.
4. Autonomous – You are hiring an employee who can get the job done without extensive hand-holding. As the owner of the company, you have your own tasks to take care of and, when you delegate activities to the individual whom you’re hiring, you don’t want 20 questions, rather you want execution.
5. Display Leadership – Do you see this individual being a significant part of your company and leading future employees of the firm? Leadership begins with self-confidence, is molded by positive reinforcement and repetitive success.
6. Cultural Fit – Are you going to enjoy working with this individual on a daily basis? Are your employees going to enjoy working with this individual? When recruiting, personality can mean the difference between an employee who doesn’t stay long and fails to produce vs. an all-star who is going to significantly increase your competitive advantage.
7. Upbeat – Employees who come into work fresh and energetic everyday are going to outproduce workers who think negatively and easily burn-out when they encounter defeat. Upbeat and optimistic employees create a working environment that is unique, spawns new ideas and, just as important is enjoyable for the other people involved.
8. Confident – Confidence produces results and encourages employees to take on challenges that others shy away from. The best companies are highly confident in their abilities to provide a superior product or service and this belief spawns a culture of improvement and client confidence.
9. Successful – One of the most effective ways to predict future success in a candidate is their past success at other firms. Have they remained at companies for a prolonged period? Have they met company goals? What achievements have these individuals accomplished? If one looks closely, a lot can be deciphered from a resume.
10. Honest – An employee can have all the talent in the world, but without integrity and authenticity, nothing great will be accomplished. If nothing else, you want honest, forthright employees at your organization, otherwise your company will turn off clients and, ultimately won’t survive.
11. Detail Oriented – Attention to detail is crucial or mistakes will be made within your company. Detail-oriented employees take pride in their work. They dot the “i’s”, cross the “t’s” and get the job done.
12. Modest – The most sought after employees shout their value not through their words, but rather through their work. They are humble, don’t need to pump themselves up in front of others and quietly outproduce those who do.
13. Hard working – Nothing great is accomplished easily. Nothing great is accomplished via hiring 9 – 5 employees. Rather, the foundation of an effective organization lies in its ability to recruit results oriented, hard working employees who execute.
14. Marketable – By marketable, I mean presentable to clients. Business is not a fashion contest nor do looks dictate success, however most successful applicants are well put together and, when dealing with clients are going to represent your organization as professional and organized.
15. Passionate – Employees who are passionate about their job never work a day in their life. While money should be a motivator in all individuals whom you hire, make sure that they enjoy the journey when pursuing that end-goal.
In the End
You can train on an employee on your product or service, but you can’t train someone to have integrity, resiliency, self-confidence and work ethic. The smaller the business, the more crucial any hire is. Be flexible on background requirements, but continue to be stringent on personality traits.
Original Article can be found at: http://www.forbes.com/sites/kensundheim/2013/04/02/15-traits-of-the-ideal-employee/