OUR COMMITMENT TO PATIENT SERVICES. SERVING ‘THE ONE.’ NAHC’s leaders at the highest levels of the organization, including the current Chief Executive Officer and Chief Operating Officer, began their service in this profession as hands-on patient caregivers serving and caring for patients at the patient’s bed side. These sensitive leaders went on to become either licensed skilled nursing administrators, or registered nurses, licensed therapists, and some even doctors; serving for many years, full time, as part of a high quality team of dedicated employees. Their entire daily work centered on caring for patients week after week, year after year. Every senior leader and officer at NAHC has an outstanding history of serving patients. These caring leaders are experienced in all aspects of skilled nursing administration. Many of them served for several years as facility administrators and Directors of Nursing, or Directors and advisors of Rehabilitation, which included leading, managing, and processing the extensive annual regulatory survey processes on an annual and unannounced basis. NAHC’s leaders are in this profession today because of their commitment to ‘the one,’ to teaching and inspiring how to provide the right care, for the right purpose, at the right time, to every patient served. It is important to note: Every officer hired to work in patient services at this impressive service organization has been first, a ‘hands-on’ patient care deliverer. The combined years of dedication in serving and caring for every patient is at the core of the company’s leadership. All leaders understand every patient is viewed as a highly valued customer. The combined years of service by many, many leaders adds up to decades and decades of knowledge, experience, and insight culminating in a focused underlying attitude of service and compassion for people! Every patient served is viewed as a highly valued individual whose very presence gives the organization the opportunity to exist. NAHC realizes, teaches, and emphasizes that without each customer to serve, it doesn’t have a business. NAHC KEY ASSETS NAHC’s key assets are its people, capital, and reputation. If any of these are ever diminished the last is the most difficult to restore. NAHC teaches and leads every client facility it has a service agreement with to be fully committed to complying with the letter and the spirit of the laws, rules, and ethical principles that govern this service-oriented profession. NAHC’s 34 years of success has resulted in unswerving adherence to these standards. VALUED AND CONTENT EMPLOYEES = HAPPY CUSTOMERS NAHC teaches its client facilities to spend time and resources on training, building, edifying, and recognizing the employees who serve. NAHC understands if a client facility wants to serve its customers (patients) well, it serves and cares for its employees first. Employees who feel cared for, are taught well, and are consistently valued for their work, in turn care for, serve and treat customer/patients with compassion, sensitivity and the best healing techniques available. NAHC client facility employees speak regularly of their job satisfaction and ‘on the job’ happiness. OUTSTANDING, NATIONAL LEADING LOYALTY AND COMPENSATION NAHC client facilities have the lowest of employee turnover of any facilities in the profession nationally, as measured by McKnight’s Long Term Care News annual statistical labor analysis comparisons. NAHC client facilities’ employees are also higher paid, with better benefits than the national average according to McKnight’s analysis comparisons. EMPLOYEE UPWARD MOBILITY, OPPORTUNITY, AND HONESTY NAHC client facilities are equal opportunity employers and provide opportunities for each employee’s desired growth, education and advancement. NAHC client facility employees adhere to the highest standards of excellence in honest and forthright business practices. Client facility employees receive at the time of hire, careful personalized training, and annual repeat training on honest and forthright business practices in areas of patient care, medical record documentation, honest and accurate coding, honest and accurate billing procedures and honest and forthright collection procedures, and sensitivity training. NAHC client facilities use only current US government issued rules and regulatory books, and current government authorized printed manuals which specifically outline the policy and procedures in all areas of billing and payment of services rendered in the Medicare and Medicaid programs. NAHC client facilities conduct careful audit processes before submitting billings to any type of payers, with multiple employee review and signatures. EQUAL OPPORTUNITY FOR ALL It is NAHC’s policy to promote and ensure equal employment opportunities for all persons regardless of race, color, national origin, sex, age, religion, disability or sexual orientation. Discrimination of any kind has no place at NAHC or any of its client facilities, nor will it be tolerated. NAHC and its client facilities recognize and encourage the rights of employees to consider collective bargaining agreements as one way to analyze and evaluate their working conditions, compensation, and benefits. Where unions have been voted for by the majority of the employees, NAHC client facilities recognize and honor those working relationships. #1 GOAL: EXCEPTIONAL PATIENT CARE NAHC’s number one ambition and goal is to have every facility it has a service agreement with, to be exceptional in its patient care delivery. Through NAHC’s specialized Quality Service Analysis Team, comprised of outstanding RNs, the number of patients evaluated by NAHC is sustained at levels which results in independent and extensive communications by patients to quality assurance RN leaders about their care. This emphasis by NAHC is systematic so that every patient receives their care based on their individualized needs. As a result, NAHC client facilities are rated among the very highest in the nation for consistency in quality of care, customer satisfaction, and accurate regulatory compliance. NAHC client facilities receive careful clinical analysis by NAHC’s advisory panel of RN’s who interact with patients in one-to-one interviews. The ratios of patients served by these highly educated and sophisticated RN’s is unlike any other organization we know of nationally. NAHC has a specialized educational process for teaching client facility employees what is necessary to obtain excellent compliance. NAHC RN Quality Service Leaders teach systems and quality indicator measurements in such a way that the entire team of employees at each client facility can truly excel, even shine, by first knowing and understanding what is required of the regulations, and then following those rules and regulations to demonstrate substantial compliance. NAHC client facilities seek to be the very best in compliance each and every year. The measurement process set in place by government regulations is the clear defining procedure. ‘No deficiencies noted’ annual surveys are the most prestigious area of annual regulatory compliance. This is the highest regulatory accomplishment possible. NAHC client facilities have accomplished this ten times, in various facilities over the past several years, with dozens of ‘very close’ successes, meaning client facilities annual surveys have resulted in only minor deficiencies. In just 2009 alone, NAHC client facilities had three annual ‘no deficiency noted’ surveys, and five facilities with three or fewer deficiencies. How is it done? The leaders and employees of NAHC client facilities have a compelling and compassionate desire to serve, and care for patients, and be in substantial compliance with all the rules and laws that govern this profession. They simply desire to be the best. Then the entire team of employees applies their desire to the actuality of application. They follow the quality indicator and system evaluation processes that create consistent substantial regulatory compliance. The Leadership of NAHC is passionate about serving with leaders who share this vision. It is NAHC’s top employment priority to hire the very best leaders. NAHC prides itself on finding, hiring, and retaining the very best leaders in each category for this profession. NAHC is carefully involved at the client facility level of assisting in the finding, recruiting, hiring, continuing training, and retaining of the very best Administrators and Directors of Nursing in the country. Client facilities employ the very best Directors of Nursing and Administrators in the entire nation as ranked by each leader’s quality indicators and national government ratings. NAHC spends an unusual amount of time seeking out, hiring, and retaining the very best. Outstanding Administrators and Directors of Nursing gravitate to NAHC client facilities because of the high quality of care standards and the significant resources put in place for all areas of serving patients. NAHC’s client facility Administrators and Directors of Nursing are highly esteemed for their excellence in patient care and overall leadership skills. These leaders, unfortunately for NAHC, are heavily recruited by other companies and organizations. Fortunately, however, the vast majority of these Super Star performers stay year after year because of the win-win relationship between their client facilities. This relationship is based on the mutually shared outstanding quality of care vision, and the actual resources consistently invested and required to accomplish this. The integrity and honest and forthright business practices of NAHC and the facility they work for, combined with the opportunity to demonstrate their excellence in patient care is what attracts the outstanding leaders NAHC serves with. Further, the consistent opportunity for each outstanding Administrator and Director of Nursing to be recognized and rewarded for their many accomplishments year after year is what creates long term loyalty to NAHC client facilities. Each Administrator and Director of Nursing has earned extensive recognition and awards for their excellence in patient care services in multiple categories. Like any organization, NAHC client facilities face minimal turn over due to Administrators and Directors of Nursing moving to other areas to live where NAHC does not have client facilities (we’re working on that) or they want to experience other companies approach to this profession, or other typical matters such as spousal transfers, etc. POST SURGICAL SPECIALTY NAHC client facilities specifically and very carefully specialize in the post-hospital rehabilitation of medical and surgical patients. The acute-care hospitals in the communities NAHC’s client facilities serve consistently look to a facility that can provide the very best post- operative recovery experience. This covers a diverse population of people who enter a hospital for both planned and unplanned reasons. Caring for the unplanned needs of patients which arise from the aging process, or from injury, or from accident, is a major part of NAHC client facilities services. Equally important, NAHC client facilities specifically focus on meeting the needs of surgeons who routinely provide pre-planned elective surgeries for their patients. In today’s age of advanced medicine, many more patients choose elective procedures such as planned hip replacements, planned back, neck, spine, elbow, hand, arm surgeries, and many, many other major organ or other medically necessary planned surgeries. Many of these surgeries are preventive so that future medical challenges or problems are minimized or eliminated, saving insurance companies and/or other payers such as Medicare and Medicaid. Most, if not all of these surgeries, are pre-scheduled. After surgery, physicians look to a post hospitalization facility that can provide the high level of sophisticated nursing and specific specialized therapy services required for a highly sophisticated and impressive recovery process. NAHC client facilities provide these services with precision and enthusiasm in a more effective and lower cost setting than acute hospitals, thus reducing health care expenses in the Medicare program and other insuring organizations such as HMOs and private insurance companies. CUSTOMER SATISFACTION Happy, even delighted, customer and physician responses are the best measurements of this post hospital service and outcome. NAHC client facilities specialize in this sophisticated and needed specialty of post –hospitalization recovery. NAHC maintains an exhaustive confidential third party validation system of logging, tracking, and verifying customer satisfaction with each of its client facilities. We are confident there is no other customer satisfaction tracking system like it anywhere in America. EXCEPTIONAL AND NOTEWORTHY PATIENT CARE SERVICES – MULTIPLE FIVE STAR RATINGS Reflective of our commitment to outstanding medical care, compliance, and the caring nature of the staff at each client facility, over 84% of NAHC’s client facilities have been ranked as either five out of five, or four out of five stars, by the U.S. Government Center for Medicare and Medicaid Services (CMS) in the Five Star rating program. The February 2010 U.S. News and World Report listed nine of these facilities in their study of ‘America’s Best Nursing Homes.’ To our knowledge and careful study, there is no other organization of our size, or history, with a record of this accomplishment anywhere in the United States. According to Center for Medicare and Medicaid Services analysis, only five percent (5%) of all facilities nationally will achieve a Five Star rating. Remarkably, as of May 2010, over 62% of NAHC’s client facilities are Five Star (22 client facilities thus far) and 7 facilities are ranked four star. From our careful study, there is no other company or organization nationally with this kind of combined record of excellence in patient care services anywhere. Every day hundreds of community physicians and surgeons at the top of their profession trust NAHC client facilities with the care of their patients. Partnered with 24 hour nursing and a team of caring and sensitive rehabilitation specialists, physicians are able to to provide complex, compassionate care and achieve or exceed the desired patient healing outcomes. Most insurance plans, including Medicare and Medicaid, are accepted by client facilities. Remarkably, over 250 HMO plans have carefully chosen to contract with NAHC client facilities. This list has grown each year substantially since the year 2000 because of the excellent care and services rendered at NAHC client facilities. We know of no other company or organization anywhere in the country that comes close to having this many, or this substantive, of win-win HMO relationships. EDUCATION AND INDIVIDUALIZED CARE: THE CRITICAL COMPONENTS NAHC consistently provides the proper teaching and education by independent consultants and physicians; as well as our own highly accomplished medical leaders, to consistently deliver in this unique and specialized medical focus of caring for high-acuity, short-term, and post- operative patients. NAHC leaders teach refined and specific patient care methodologies that result in the timeliest and best possible recovery of each post-operative patient. The primary service and goal of this cutting edge education is to provide client facility staff members the proper knowledge to bring about, where possible, the shortest complete recovery of every patient served. We understand each patient wants to heal and where possible return to a higher level of self independence. Physicians and patients look to NAHC’s client facilities to assist each patient in the return to normalcy where possible, as fast as possible. Our model is special, exciting, unique, and highly sought after by the communities we serve! What makes our model particularly desired is that the senior leaders of NAHC, starting with the CEO know and understand that the proper time needed for caring for each patient is carefully measured and planned based on each patient’s needs. This is because again the leaders of NAHC served for many years at the facility level as Administrators caring for patients. They understand what patient care is about and what the administrations of today need in order to succeed. Our model of service has been progressive and ahead of its time for many years. Since 1995 our model has been ‘a patient-centered’ highly personalized level of care and service. How do our client facilities do this? The answer is simple but too often minimized: No two human beings are alike. Therefore, no plan of care is exactly alike. At NAHC client facilities, our doctors and customers know this. They know it because they (the patient and physician) are consulted and closely interacted with, with great emphasis put into developing a professional relationship of trust with the senior leadership of each facility, starting with the Administrator and Director of Nursing, the two top leaders. Each customer is prized and valued by these senior leaders of each client facility. NAHC and its client facilities focus on ‘the one.’ Each and every patient receives a personalized plan of care. As a result, the physicians and medical communities our client facilities serve, and most importantly, the patients they serve, feel, experience, and can speak of this caring nature first-hand. NAHC and its client facilities continue to do whatever is necessary to be on the leading edge of successful post- operative recovery services by delivering on a ‘patient centered’ plan of care. OUR CLIENT LIST AND CONTACT INFORMATION Please contact us for a list of client facilities. If you are a future or current customer, we readily welcome your opinions, ideas, thoughts, and feelings. If you are a decision maker for a skilled nursing facility, or post-acute care hospital recovery, needing the kind of services NAHC provides, we welcome your inquiry. At NAHC, it is all about the needs of ‘the one.’ This is what our client facilities focus on. It is our focus at NAHC. It is our mutually shared passion with our client facilities, and our emphasis and unwavering commitment. It is the reason for current and future success. Thank you for reading!
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