Download Practices In Excellence: Preparing Residents To Move Out

Practices In Excellence:
Preparing Residents To Move Out
Employee Training
Learning Objectives
 Move-out
 Ethical
 Policies
Criteria
Behavior
and Procedures
 Resident’s
Right To Appeal
 Customer
Service
Resident Turnover
Almost half of the residents
living here today won’t be living
here one year from now.
Understanding Move-Out Criteria

Distinguishes assisted living
services from other long term
services.

Covered by state assisted living
regulations.
State Regulations Define
Conditions and Circumstances
of Move-Out Criteria
[Insert your state’s
condition/circumstances such as:
 Transferring resident requires
two people.
 Resident’s dementia results in
uncontrollable wandering or elopement.
 Resident requires 24-hour nursing care
on an on-going basis. ]
Additional Move-Out Criteria

[Insert residence’s move-out criteria
if additional conditions or polices are
not covered by state regulations. ]
Move-Out Criteria Reviewed






Tours of community
Admission process
Assessments
Changes in resident’s condition
Behavior which risks the safety of others
Financial issues
Ethical Behavior

Marketing materials and spoken
words should be identical.

Our marketing material accurately
conveys the actual care and services
we provide.

Review our marketing materials and
become familiar with their content.
Ethical Behavior cont.

You are our most important
marketer.

Each staff person’s interaction
impacts the residence’s reputation
in the surrounding community.

Undisclosed or exaggerated
information breaks trust with
residents and family members.
Why Practice Ethical Behavior?

Ethical behavior impacts the
success of the residence.

Ethical behavior is the right thing
to do and we believe in doing the
right thing.

Remember: Honesty is the
best policy.

It’s okay to say, “I don’t know.”
Community’s Notification Process

Administrator notifies resident and/or
family about move–out during an inperson meeting.

In most cases, the written notice is given
at that time.

The notification happens at least 30 days
before the resident moves out.

Administrator uses supportive language
during the meeting. You should too.

It’s okay to say, “We will miss you.”
Offering Resident Support

Administrator will offer a list of
facilities, moving companies or
services, etc.

We do not steer residents to a
particular facility or company.

Administrator asks residents how
staff should inform other residents
about their move-out.
Official Move-Out Notice
Includes:






The reason(s) for move-out, including
facts and circumstances on which the
decision is based.
The date of move-out.
Where the resident is moving.
Tentative schedule of moving
belongings.
Resident’s right to appeal, which is
included in move-out notice.
Date for the return of the deposit.
Resident’s Right To Appeal

Residents have the right to appeal the
community’s decision to the [state
agency, local ombudsman; community.]

We provide information on where
resident can file the appeal and the time
frame for filing appeal.

Administrator will notify ombudsman’s
office when resident or family is
dissatisfied.
Staff Meeting About Move-Out

Details about resident’s move-out
discussed.

Move-out coordinators identified.

Explanation of resident’s wishes.

Say good bye to the resident.

Review move-out procedures.
Who Coordinates The Resident’s Move ?

[Insert name of staff who are
move-out coordinators.]

Explain role and responsibilities
of coordinators involved in
move-out.
Maintain Customer Service

Maintain a positive attitude and
offer assistance when possible.

When a resident or family member
expresses desire to remain, respond
with our established statement.

Notify the move-out coordinator
and document these conversations
in resident’s file.
Move-Out Day

Maintain a positive attitude and be
empathetic.

Offer the resident or family member
assistance with packing belongings,
moving belongings on a cart, etc.

Provide refreshments or meals.

Walk the resident out of the
community to their transportation.
Administrator Follow Up Call
Administrator calls the resident,
family member, or guardian after the
move to ask:
• How is the resident doing?
• Is there anything we (the residence)
can do or was there any missing
documentation that the residence
can send at this time?
• Was the move out satisfactory? If
not, how can it be corrected?
Final Note
Having a caring attitude, spending
quality time, and listening to what
the resident wants and needs,
produces a successful transition
and makes the resident’s final
experience with us a good one.