Well·Spring Services Newsletter

Well•Spring Services
Spring 2016
Serving an Inclusive Population of Older Adults
ACE - Exceeding Jim’s Expectations
Cathy Lawrence comes to the Adult Center for Enrichment’s Adult Day
Center every day. She is currently in Stage 7 Alzheimer’s Disease, which
means she requires assistance with all activities of daily living. While
she is at the Adult Day Center, the staff of ACE gives her the care and
assistance that she needs. Mornings, evenings and weekends her husband,
Jim, is her sole caregiver.
Jim and Cathy have been married for 33 years. They were introduced
by Jim’s mother and Jim says that it was love at first sight – possibly. You
can see that love today as Jim gets Cathy settled in for the day at the Adult
Day Center and when he picks her up to take her home.
Looking back Jim states that signs of Cathy’s Alzheimer’s were evident
in 2008 and 2009. But it was 2010 when she refused to go on their annual
trip to Alaska that he knew something was definitely wrong. She was
withdrawing. She had many anxieties and stopped driving.
Following her diagnosis, Jim turned to the Area Agency on Aging where
Ellen Atkins told him about the Adult Center for Enrichment. They visited the Day Center that was located at
River Landing but at the time there was only one day per week available. They were placed on the waiting list
and eventually Cathy enrolled at ACE at Caldwell House for a few days per week. As additional days became
available, Jim would take them and finally Cathy was enrolled five days per week.
Jim admits that he had anxiety about moving Cathy from ACE at Caldwell House to the center on Henry Street
when it opened in 2014. He was worried about the size of the new center compared to Caldwell House. But he
says that it has worked out beyond his expectations. She receives individualized care from the staff and he does
not worry about her at all while she is at the Day Center. In his words, she receives
“tremendous care.”
There is a huge comfort level that he has when Cathy is at the Day Center.
The flexible schedule works for them. He brings Cathy around 9:30 a.m. each day
and picks her up at 3:00 p.m. This gives him the much needed time to rest and
recuperate. Cathy does suffer with Sundowner’s Syndrome so naps for Jim during
the day are crucial. Additionally, he has time to do the yard work, run errands and
go to the grocery store, but he also has time for his hobby of restoring vintage cars.
Jim is very thankful for the Adult Center for Enrichment. His one question is
why more people don’t use the services of ACE. As he says it has been beyond his
expectations, it is affordable and Cathy receives wonderful care.
Inside This Issue
President’s Message . . . . . . . . . . 2
Home Meals by Well•Spring. . 3
Engaged & Satisfied Residents. 4
Reaching Satisfaction Goals. 5
Tackling Your Stressors. . . . . . . . . . 6
Panthers Mania. . . . . . . . . . . . . . . . . . 7
Caregiver Education Calendar. . . . 7
Caregiver Support Groups. . . . . . . 7
A Note from Steve Fleming, President/CEO
Sustaining high quality, while continuously seeking to improve our service delivery,
is paramount to the aging services providers of Well•Spring Services. In this edition
you’ll read articles from our Executive Directors as they describe the processes by
which we obtain valuable feedback from our clients, participants and residents. At the
heart of our goal to obtain high levels of quality and satisfaction is the opportunity to
solicit and receive confidential, and in most cases, third party administered surveying
data from those we serve. We receive this data and compare it to results from other
like-minded, and often nationally “accredited”, aging services providers in order
to establish benchmarks for external and internal measures of success. If we find
areas of deficiency we target these for specific action within the next twelve months.
Fortunately, that is rarely the case as we consistently find our survey results to be
above to well-above average in almost all categories. This is a testament to not only the dedicated individuals
who serve our clients, participants and residents, but to the process we employ to ensure ongoing success. We are
committed to never falling behind, to always reaching for the next level of service excellence and to maintaining
a mission that simply states a promise to exceed the needs of a diverse and evolving population of older adults.
My hat’s off to our Board of Directors and Trustees who demand that we maintain these high standards, and to
our leaders who are ensuring the success of their respective teams. Against a backdrop of a world fraught with
uncertainty it’s good to know that those you entrust to your care or the care of your loved one are committed
to being the absolute best they can be, and that begins with the art of listening. Thank you for your ongoing
patronage, we will never take it for granted. Until next time.
Steve Fleming
Well•Spring Services, Inc.
President and CEO
Well•Spring Services, Inc.
Board of Directors
Secretary/Treasurer
Paul H. Livingston, Jr.
Steve Fleming, President and CEO of Well•Spring Services, Inc., has been
elected Chair-Elect of the LeadingAge National Board of Directors. Leading
Age is an association of more than 6,000 not-for-profit aging services providers
nationwide. He was nominated in early October, 2015 and was installed during
the annual LeadingAge Meeting & Expo in Boston.
Board Members
Kathryn Billings
Carole W. Bruce
Timothy J. Clontz
Virginia Freyaldenhoven
David R. Howard
Susan L. McDonald
MacArthur Sims
Rick Williams
Thomas E. Wright
He joins a prestigious group of more than 20 leaders in aging services that is
responsible for the governance of LeadingAge: providing strategic direction,
fiduciary oversight, and development of policies. Those who serve form the
association’s public policy agenda, advocate on behalf of quality in care for the
aging and ensure that overall value of membership as LeadingAge expands and
improves.
Chair
Sally B. Cone
Vice Chair
Kenneth K. Boggs
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Steve Fleming, LeadingAge Chair-Elect
Well•Spring Services Announces Pilot Program
Home Meals by Well•Spring
Through innovation and growth, Well•Spring continues to expand its basket of home and
community based service offerings to provide family caregivers and older adults with the
solutions they need to remain as independent and healthy as possible. Our latest addition
to our already robust line up of services includes Home Meals by Well•Spring. This is a
pilot program designed for seniors living at home who have difficulty with or want freedom
from preparing meals and the cleanup involved with cooking. These meals have been life
changing for those seniors recuperating from surgery or managing a chronic condition at
home. They’ve also been a great relief for family caregivers that are often under a tremendous
amount of stress.
One of our clients, Mr. Wooddell suffered the loss of two wives, both to cancer. He has been alone for about
five years and wishes to stay in his house. He is dealing with the age-related health issues typical of a 90 year
old: congestive heart failure, kidney failure, and a “bad” knee.
He is lucky that his house is on one level and he has a walk-in
shower. He is very mentally sharp and pleasant to all. Carol
is an only child and the only help available to her dad. Mr.
Wooddell can shower, dress himself, and do laundry but she
assists with groceries, housecleaning, errands and driving to
doctor appointments. Carol was doing most of his meals but
admitted “not really well, in my opinion!” Carol said her dad
has NEVER been a cook and knowing that nutritious meals are
so important to overall health something had to be done. Carol’s
good friend found out about Home Meals by Well•Spring and forwarded her the information. She called us the
next morning. Carol said, “We couldn’t be more pleased with this meal delivery service.”
As a pilot program, Home Meals by Well•Spring is available to a select target area. These home-style meals,
prepared by K&W Cafeteria, are delivered hot and ready to eat. Menus are sent weekly with selections of an
entrée, two vegetables, bread and dessert. The introductory price of $12.00 is inclusive of the meal, tax and
delivery. Clients are billed monthly and Well•Spring has a strict “no tipping” policy.
We invite you to place your order today by visiting www.well-springhomecare.org/home-meals-by-well∙spring/
or by contacting us at (336) 545-5442 / nreynolds@well-spring.org.
Chip Cromartie
Well•Spring Services, Inc.
Vice President
Home & Community Based Services
A Sample Menu Selection for Home Meals by Well•Spring
Entree Selection
Vegetable Selection
Dessert Selection
• Turkey with Dressing
• Corn on the Cob
• Butter Coconut Pie
• BBQ Chicken
• Lima Beans
• Fruit of the Day
• Baked Ham
• Ranch Potatoes
• Baked Spaghetti
• Sauteed Cabbage
Bread of the Day
• Cream of Potato Soup
• Yams
• Corn Bread
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Well•Spring Retirement Community
Engaged & Satisfied Residents
Well•Spring Retirement Community has a commitment to continuous quality
improvement. To assist in this effort Well•Spring Retirement Community utilizes Holleran
and Associates to conduct Resident Engagement and Satisfaction Surveys every three years.
Such a survey seeks the opinions and suggestions of Well•Spring Retirement Community
residents. Holleran then compares Well•Spring Retirement Community’s result to their
national database of Continuing Care Retirement Communities which includes results from
302 communities located in 36 states all completed in the last 24 months. Holleran’s national
database contains more than 71,000 Independent Living surveys.
The most recent survey results are in and they are extraordinary. Once again Well•Spring
Retirement Community has received Holleran’s Highest Honors
designation. Well•Spring’s Overall satisfaction score was 94.3
which is in the 90th percentile of Holleran’s Benchmark. The
highest four scoring factors in the survey were:
• Staff members are friendly and courteous to residents.
• I feel safe and secure at Well•Spring.
• Well•Spring cares for its residents.
• At Well•Spring, I have the opportunity to engage in
meaningful activities and programs.
The numbers and statistical data are certainly important and can provide much insight but nothing tells the
story like the actual words of residents. Here are just a few comments Well•Spring residents shared:
• I appreciate the caring attitude of all the people at Well•Spring including the residents and staff. This
attitude allows me complete peace of mind about my future. I know no matter what happens in that future,
Well•Spring will have a place for me to be. What more could I ask for in a retirement community?
• I feel fortunate and extremely grateful to be at Well•Spring!! The level of care and professionalism of our
staff are unmatched! The variety of activities and opportunities to attend concerts, lectures, participate in
aquatic and fitness classes, worship services, and thoroughly enjoy the superbly prepared gourmet diningare all outstandingly fine! I feel very secure and happy in my apartment at Well•Spring! It is a great place
to retire and live!!
• That we are treated as individuals and not “one size fits all.” The caring attitude of all the staff and employees.
The opportunities to meet and know other residents. The opportunities offered that enable us to continue
to grow as we age.
• I appreciate the patience and loving care provided by EVERY staff member to EVERY resident, and his or
her attention to preserving the resident’s dignity. The quality of care is above anything I have seen in any
other facility. Bar none, top of the line.
• My complete feeling of well-being, satisfaction, and relief of responsibility while living independently.
Complete peace of mind.
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K. Alan Tutterow
Well•Spring Retirement Community
Executive Director
PACE of the Triad
Reaching Satisfaction Goals
“Before PACE, I was always in such pain and just shriveled up on the bed too sick to talk. Now
they can’t get me to shut up! I’m in the land of the living! There’s no other way to describe it.
Everybody here is doing such a wonderful job. I feel safe and secure as soon as I walk through
those doors. I know I’m going to be taken care of and be treated with respect as a person.” Judy
D., PACE participant
Participants in our program enjoy telling me how they really feel about PACE of the Triad.
Almost weekly someone shares a story of success or reminds me of a challenge once faced as
an aging adult. I am sure physicians, clinic staff and others at our PACE Center get an earful
from participants describing their satisfaction with PACE of the Triad. We value hearing
comments and suggestions and recognize the need for detailed information to guide quality improvement.
Every summer, PACE of the Triad hires Vital Research, a national research firm, to survey a random sample of
PACE participants and caregivers. The survey questions were designed to determine a level of satisfaction with
PACE services and provide opportunities for enhancement of our program and services. The same survey was also
conducted with several NC-based PACE programs, as well as, programs throughout the United States.
A key marker of satisfaction is when people say they would tell others about your services. One of the questions
in the survey asks, “Would you recommend PACE of the Triad to a close friend or relative in need of care?” Of
the participants surveyed, 100% would recommend PACE of the Triad to a close friend or relative in need of care.
Of those surveyed, all rated their satisfaction either excellent (39%), very good (38%) or good (23%). In terms of
caregivers, 99% said they would recommend PACE of the Triad to a close friend or relative in need of care.
Other questions in the survey allowed participants and caregivers to rank satisfaction as it relates to services
including medical care and treatment, transportation, home care services, therapies, activities in the center and
food provided at the PACE Center. We will use these results to provide more education and broaden service
offerings. One caregiver survey result really resonated with me. Ninety-six percent of the caregivers surveyed said
PACE services have enabled him or her to care for their loved one at home for a longer period than would have
been possible without PACE services. I am so proud that we have helped families keep their loved ones at home
where they want to be.
Our goals are to improve the health and overall well-being of our participants, reduce hospitalizations and
emergency room visits and avoid premature admission to nursing homes for those who can safely live at home
with our support. We are reaching these goals and PACE of the Triad participants and caregivers reap the benefits.
I enjoy hearing about PACE from our participants and caregivers and will encourage them to keep sharing
with me. I am very excited about the information gained in the survey and look forward to implementing a few
enhancements. I will keep you posted on the results.
“What I really like about PACE is that it seems like for every challenge I have, PACE has a solution. My mother
attends the adult day health center where she receives medical care and therapy. When she is there, I can take care of
business at home and cook. Although my mother doesn’t say many words, she communicates her needs and lets me know
how she feels.” Alice H., caregiver.
Ursula Robinson
PACE of the Triad
Executive Director
5
Tackling Your Stressors
How many of you wonder, “Am I doing the right thing, am
I doing too much or not enough with or for my loved one?
How can I tackle all the stress? Sometimes we think we
have a good grip on life and something changes and we’re
back at the beginning again. Our ability to cope with all
that challenges us changes over time just as the needs of our
loved ones may change over time. It’s not always possible
to avoid change or the situations that can cause stress; as a
result, you can begin to feel overwhelmed and unable to cope.
Caregiver stress is a reaction to changes that overwhelm your emotional capacity and requires you to
adjust or respond. Our bodies are designed to feel stress and react to it; it’s not always a negative thing
as stress keeps us alert and ready to escape danger. When it persists, however, stress can affect the body’s
immune system, leading to illness. The key to coping with stress is to identify the causes of stress in your
life, then learn healthy ways to deal with them. It’s important to remember that stress comes from how
you respond to stressful events. Therefore, you have some control over stress and how it affects you.
We recently offered a caregiver education workshop called Identifying and Tackling YOUR Stressors
in partnership with PACE of the Triad. While caregivers shared many feelings in common, they had some
different sources of stress and received relief and joy from varying activities; that is why it is important
to be mindful of YOUR own needs, stressors, emotions and barriers to stress relief. Before expecting to
sustain any long term care for another, you must care for yourself !
The Steps to Tackling Stress discussed are:
• Identify YOUR Stressors
• Recognize YOUR Warning Signs of Stress (physical, emotional or both)
• Identify what YOU Can and Cannot Change
• Identify YOUR Stress Reducers; Try Something New
• Recognize YOUR Barriers to Relieving Stress
• Act!
One of the most enjoyable stress relief techniques is to engage in a creative outlet. An upcoming caregiver education event named Vino and Van Gogh will provide an opportunity for art expression. Join
us on April 5th for a fun afternoon of painting, connecting with others and refreshments. Led by Lia
Miller, Executive Director of Creative Aging Network-NC, you’ll learn to paint sunflowers inspired by the
masterwork of Van Gogh.
Jodi Kolada
Adult Center for Enrichment
Director of Caregiver Education
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Panthers Mania Takes Over
The participants of PACE of the Triad and the Adult Center for
Enrichment showed their Panthers Pride at their Super Bowl
Parties.
Adult Center for Enrichment
Caregiver Education
Caregiver Education focuses on the caregiver and provides them with the information they need to best help
themselves and their loved ones live up to their potential. We offer a variety of workshops including self care
for caregivers and direct care classes that focus on community resources, safety issues, nutrition, and many
other aspects of caring for a loved one with chronic illness. Visit our website at www.ACEcare.org for more
information regarding our upcoming Caregiver Education Sessions.
March 22 - Understanding Aging, Memory Loss and Dementia
April 5 - Vino & Van Gogh
April 15 - Dementia Conversations
April 20 - Making Care Decision for Your Loved One
Monthly Caregiver Support Groups
Second Tuesday of each month
12:30 pm-2:00 pm
First Baptist Church
Room 112
1000 W. Friendly Avenue
Greensboro, NC 27401
First Wednesday of each month
1:00 pm-2:30 pm
Pennybyrn at Maryfield
109 Penny Road
High Point, NC 27265
Due to many requests, the Adult Center for
Enrichment will begin offering an Evening Support
Group to fit the schedules of employed caregivers.
Last Tuesday of each month
Beginning April 26
7:00 pm-8:00 pm
Adult Center for Enrichment
Adult Day Center
2701 Henry Street
Greensboro, NC 27405
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Well•Spring Services
Nonprofit Organization
U.S. Postage
Paid
Greensboro, NC
Permit No. 308
4100 Well•Spring Drive
Greensboro, NC 27410
Services, Inc.
Home Care
Retirement Community
www.well-spring.org
Phone: 336.545.5400
Fax: 336.545.5411
www.ACEcare.org
Phone: 336.274.3559
Fax: 336.282.3020
United Way
Community Partner
1471 E. Cone Boulevard www.well-springhomecare.org
Greensboro, NC 27405
Phone: 336.545.5446
www.pacetriad.org
Fax: 336.282.3020
Phone: 336.550.4040
Fax: 336.540.4044
www.well-springhomecare.org
Phone: 336.545.5442
Fax: 336.282.3020
Well•Spring Services, Inc. is a not-for-profit organization that serves an inclusive population of older adults.
4100 Well Spring Drive, Greensboro, NC 27410
Phone: 336.545.5400 Fax: 336.282.3020
www.well-spring.org