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make sure that they meet key customer require- ments,” 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 state. Charlene Manor is the only skilled nursing facility that received this award — the other winner was an
“In a hospital, you have people that come and go; in a skilled nursing facility, many of these residents are with us for a long period of time.”
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 satisfaction surveys from both short-term and long-term residents have shown improvement as well, and that demonstration con- tributed to Charlene Manor earning the silver award, said LeBeau.
For this issue, HCN talked with Laurin 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 nursing facilities.
Skilled nursing is regulated by the Department of Health Centers for Medicare & Medicaid Services (CMS). To be certified by CMS, skilled nursing com- munities 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 im- portant and such an honor — because these are such
Please see Charlene Manor, page 34
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