2011 Annual Report - Presbyterian Homes & Services

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The Year in Review “ Some seed fell into good soil, and when it grew, it produced a hundred fold… these are the ones who, when they hear the word, hold it fast in an honest and good heart, and bear fruit with patient endurance.” –Luke 8:8, 15 (NRSV) 20 SPRING 2012 The words in the eighth chapter of the Gospel of Luke draw our attention to the most important part of our call to cultivate the good news of Christ’s redeeming love. All of the services we provide flow out of this purpose. One way we fulfill this call is through spiritual care. During 2011, we increased chaplaincy services and the amount of endowment dedicated to sustaining these services. An additional $30M of endowment is needed longer term. Two major initiatives of the past year are outlined on the attached page. John Mielke, M.D., joined our team as Chief Medical Officer to provide leadership, medical oversight, develop clinical practices and help grow Optage House Calls primary care. Deb Black, Executive Director of Marketing, has implemented systems to connect older adults with needed services. This has resulted in increased census in spite of a challenging economic environment. Optage is the new name for our home and community services division that includes in-home care, hospice, congregate and home-delivered meals, care management and primary care. Growing Optage was a major focus in 2011 and remains a priority in 2012. PHS continues to develop new senior living communities on a modest scale in order to maintain a market share consistent with other goals. During this past year, we were pleased to open Carondelet Village, a shared ministry with The Sisters of St. Joseph of Carondelet, located in the Highland Park area of St. Paul. Through Carondelet Circle, this ministry reaches out to the larger community, and helps keep older adults living at home longer. Other projects include renovation of our Lake Minnetonka Shores campus in Spring Park, Minnesota. This renovation fulfilled a long term goal of optimizing service for older adults in this region. Development work began on six projects, all due to open during 2012. These and other projects are highlighted on page 16. Among these is the renovation of Johanna Shores in Arden Hills, Minnesota where PHS began serving older adults in 1955. It is an honor and a milestone to redevelop the site where PHS was founded. In the current year our priorities are to deepen Christian culture, strengthen leadership, increase fundraising and philanthropy, position for health care reform, and complete selected developments. We rejoice in God’s blessings upon our ministry. We ask for spiritual wisdom, discernment and God’s guidance, especially during these challenging and unpredictable times. Above all, we seek to answer the challenge and call from Luke to honor Christ, proclaim good news, and fulfill our ministry for older adults while serving effectively. DANIEL A. LINDH PRESIDENT & CEO PRESBYTERIAN HOMES & SERVICES
Optage Home & Community Services Home and community services offered by PHS have grown exponentially over the past three years. These services began as Creative Independence in-home care and senior dining services. Now, Optage home and community services is the new Creative Independence. The purpose of Optage is to build a “Bridge to Optimum Aging”. Optage services also include hospice, primary care, and care management. The goal of Optage is to fulfill the mission of PHS to enrich the lives of older adults through services that reflect the love of God. In-home care now meets the needs of 500 clients monthly. Congregate dining centers have opened in seven Twin Cities Area counties and an average of 8,120 home delivered meals are being brought to 1,400 clients every week. Optage Hospice enrolled its first patient in 2010 and has expanded to 50 patients at the time of this report. Patients and their families are reporting high satisfaction with the responsiveness to needs, Christian compassion and timely communication with families and other caregivers. Optage House Calls is our primary care “virtual” clinic bringing health care services into residents’ homes. Our initial focus is on older adults living in PHS senior apartments and assisted living who are considered “home limited”. We aim to offer House Calls in PHS communities across the Twin Cities metro area, and then expand to include nursing home residents and home-bound older adults. A key component of our care will be adoption of the “health care home” model utilizing care managers and an interdisciplinary process to truly meet our patients’ personal goals of care. JOHN MIELKE, MD CHIEF MEDICAL OFFICER Focus on the Future Resident In 2011 we faced a drastically changed economy, a more educated consumer and increased competition. It was a time of incredible change and opportunity. How could we create a “guest-centered” culture in which all staff is focused on the importance of future residents? We had strong leadership and housing professionals who were filled with passion and persistence. Tools and systems were the missing pieces. A national consultant whose approach aligned with our mission, vision and values was brought in. Through the help of weekly coaching, a relationship-centric system was piloted at 10 PHS Twin Cities metro area communities. Although fairly straightforward, this approach requires high commitment and personal ownership from staff in order to: • Be available. Back-up teams are selected and trained so that inquiring callers will reach a human rather than voice mail. • Connect with inquirers, learn their unique needs and situations, and offer advice and guidance. • Encourage inquirers to visit the community and personalize the visit to meet their individual needs and desires. • Assess situations and determine the logical next step to walk with inquirers through the complicated decision-making process. Over the 10 month pilot, organizational census increased by 2%. More importantly, the positive feedback we received from future residents and their families gave us the encouragement needed to roll out the system throughout all of PHS. Today, two PHS employees have been trained as coaches and all PHS communities actively participate in the system. DEB BLACK EXECUTIVE DIRECTOR OF MARKETING perspectives 21
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2011 Annual Report - Presbyterian Homes & Services

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