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Testimonials
Discover what industry professionals are saying about Extended Care Products programs.
| Brad Jenkins on the Customer Service 101 Program | Assistant Administrator, Durham-Hensley Health and Rehab Center, Chuckey, TN | | "Next to providing care for our residents, staying in touch with family members is the most important thing we do. We want to hear if they have any concerns about what we're doing, plus it's always nice to hear if you're doing a good job taking care of their Mom or Dad. That's what so great about your Customer Service 101 Program. It's an easy, fool-proof system to help us know what families are thinking and feeling. Your instructions are simple to follow and the whole thing is very basic to understand. Thanks for a great addition to our nursing home!" |
| Lucy Townsend on the Customer Service 101 Program | Administrator, Christian Care Center of Springfield, Springfield, TN | | "Having the resource to know what our families think about the job we're doing is wonderful! We're now better able to deal with any problems and issues as soon as possible. It's also helped us to have better relationships with the relatives of our residents and best off all helps us to meet our residents' needs. Plus, it's always nice to hear families talk about the good things we're doing too." |
| Vanessa Hines on the Expectations Management Admissions Package | Marketing/Admissions, Christian Care Center of Lancaster, Lancaster, KY | | "Whenever a family places a relative in our facility, they're looking to me to give them answers about life in a nursing home. One of the best things we've ever done was to order this package. Families want information and this admissions agreement really helps explain things very well. I also like the fact that you've provided a check list of things to explain to families, and that the information on arbitration is something families need to better understand. Thanks for a truly great product." |
| Nyda Bays on the Expectations Management Admissions Package | Administrator, Lakebridge Health Care Center, Johnson City, TN | | "Your Expectations Management Admissions Agreement Package has been a wonderful addition to our family communication and risk management efforts. What I really like about the materials is that they're very easy for families to understand. The Expectations Check-List is a great tool to make sure these important subjects have been reviewed with our new families; the arbitration pieces are very useful; and the admissions agreement itself is as detailed a document as I've ever seen in long-term care. Since making these things a part of our admissions process, we've enjoyed even stronger relationships with our families. When you said that this package is the next step in working with our families to avoid possible lawsuits, you hit the nail on the head!" |
| Ashley Brooke Jenkins on Setting Realistic Expectations | Administrator-in-Training, University of North Carolina A.I.T. Program | | I first saw Setting Realistic Expectations when one of our instructors showed it to my class as part of our Administrator-in-Training Program.
I thought it was an outstanding way to help families know about the kind of care offered in a long-term care facility. From what I've oberserved during my on-the-job training in a facility, it can be very difficult to explain to families about the realities of care. This video offers an honest explaination and gives loved ones the opportunity to better understand. I was so impressed that I decided to order a copy of Setting Realistic Expectations for myself. |
| Mary Ann Selak on Setting Realistic Expectations | Executive Director, Live Oak Manor, Live Oak, CA | | Setting Realistic Expectations is wonderful! It really does help make the transition into a long-term care facility much easier for families. I'm pleased to say that families watching the video have reacted very favorably to it, and in turn, have reacted in a very positive way towards us for showing it to them. |
| Terri Davies on Setting Realistic Expectations | Business Office Manager/Admissions, Susanville Nursing and Rehab, Susanville, CA | | "Setting Realistic Expectations is the most realistic look at nursing home life we've seen. My facility gives a copy to every new admit and we encourage them to watch it and pass it along to any loved ones and friends that may be visiting their resident. Recently, we switched insurance liability carriers and their adjuster came to our building to evaluate it for coverage. He was very impressed we give your video to families and he took a copy himself to show other buildings.
Thanks for such a superior product! Now, we'd like to order copies of your Care Plan video. If it is as good as Setting Realistic Expectations, we'll look to include it in our admission packet also." |
| Nancy Craig on Setting Realistic Expectations | Admissions Director, Broomall Presbyterian Village, Broomall, PA | | "Setting Realistic Expectations has been a very effective tool to help us communicate better with families. Initially, I was very skeptical that families would have a negative reaction to the straightforward message and run out of here, but I can honestly say that this hasn't happened. Actually, quite the opposite has occurred. Families have reacted very positively to the message. The video has helped families communicate better with our staff. |
| Seretha Thornton on Setting Realistic Expectations | Director of Social Services, William F. Green State Veterans Home, Bay Minette, AL | | "It is a very informative film. Setting Realistic Expectations lets families know all about nursing home care. This is very important because sometimes families have a misunderstanding about what this care is about. Now they are better able to realize what is provided. I find that families appreciate receiving this information." |
| Marta Urdaneta on Care Plan Video Program | Administrator, Solon Nursing Care Center, Solon, IA | | "Care Plans: The Most Important Person says what really needs to explained to families. We are excited to have families watch it." |
| Anita Christian on Setting Realistic Expectations | Admissions Director, Autumn Care of Statesville (NC) | | "Setting Realistic Expectations is the best video of its type that I've seen. It spells out very clearly the aspects of nursing home life. It explains how things can occur in a nursing home as they can at home. Reaction from families that watch Setting Realistic Expectations has been very positive. It's a very visual and very tasefully done presentation, and families are able to retain the information presented. Educating families is something we begin promptly doing from the very first day and Setting Realistic Expectations fits right in." |
| John Underwood on Assisted Living Program | Executive Director, Kentucky Assisted Living Facilities Association | | "We have found in our initial use of Setting Realistic Expectations for Assisted Living Communities is it establishes a universal understanding that assisted living is not the end-all. It is not the same as living at home. For example, there are designated meal times and predetermined activities. Residents sacrifice some choice by living in a communal setting, so it's very important for prospective clients to have a realistic understanding about assisted living services." |
| Karen Martin on Care Plan | Assistant Director, Quality Services New York State Health Facilities Association | | "The thing I liked best about the video is that it deals with the issue of expectations, both from the facility's expectations of the family as well as the family's expectations of the facility. Too often, family's have unrealistic expectations of what the facility is capable of and it sets everyone up for failure. This video emphasizes the important of open communication about common goals and realistic expectations, which creates an atmosphere of trust right from the start, so everyone wins." |
| Linda Lucarelli on Setting Realistic Expectations | Litigation Manager, Beverly Healthcare | | "I like the fact that the video gives people a sense of what's going on in the nursing home. Unfortunately, people always don't have 'realistic expectations' and this video gets everyone on the same page. The nursing home has to be a partner in working with families, and the video sends that message." |
| Sharon Hall on Assisted Living Program | Executive Director, Cedar Creek Assisted Living, Pikeville, KY | | "The video is really good. Families need to watch it to better understand what type of care we provide. The video tells them things they need to hear, and it does it much more effectively than if we told them these things ourselves. It will really help families to see it!" |
| Jeffrey Scott on Care Plan | Administrator, Sweetwater Nursing Center, Sweetwater, TN | | "This video is an excellent introduction for families to understand the purpose of the Care Plan process. No one really takes the time to fully review the ongoing contribution families can have in the nursing home and this video does just that. Families can take the video program home with them and watch it when they can be more attentive. Now they'll be better able to understand the valuable input they can offer in the care of their family member." |
| Sherry Starnes on Care Plan | Marketing/Admissions, Roan Highlands Nursing Center, Roan Mountain, TN | | "This is a really well structured video that helps families realize they can still have an active role and participate in care. Sometimes people think they have failed because they had to place a relative into the nursing home, and that we are going to judge them. But this video helps them to understand that we want to work with them, not judge. The video helps families overcome the fear of the unknown regarding the Care Plan process and what to expect." |
| Ralph Shelton on Care Plan | Family Member | | "This is a much needed product. When we admitted my father to the nursing home, I felt overwhelmed with the whole process and what my role was. This video gives families the information they need to ease their feelings of being on the outside looking in." |
| Gina Claxton on Care Plan | Director of Nursing, Lakebridge Health Care Center, Johnson City, TN | | "Families who come to the nursing home don't always realize their importance. Watching this program will help ease their anger and guilt. It lets them know the benefit of being part of their loved one's care." |
| John Berkely on Assisted Living | Associate VP, Lutheran Social Services of the South, Austin, TX | | "I like the fact that the presentation really reflects what goes on in an assisted living community. Everything is very accurate right down to the people and the building shown. The video will give everyone a much better idea of what to expect. They'll learn the reality of the type of service they are buying and understand what the asisted living community is and isn't capable of delivering. Watching this will help families deal with their guilt. The video does a great job of helping families deal with what they are going through after they decide about using an assisted living community." |
| Sara E. Hensley on Assisted Living | Director, Madison House | | Setting Realistic Expectations for Assisted Living Communities helps families and their loved ones prepare for the realities of a community living setting. The program offers a practical viewpoint of community living arrangements. |
| Beverly Cunningham on "Setting Realistic Expectations" | Family Member | | "It would've helped to see Setting Realistic Expectations before my father went into the nursing home." |
| Linda L. Williams on Setting Realistic Expectations | LTC Risk Manager, GuideOne Insurance, (Who are now making the video’s use mandatory for all of their nursing home policyholders) | | "Nursing home operators are all too aware of the increased litigation involving nursing homes. Many of these lawsuits are brought about by well-meaning family members who mistakenly assume that the nursing home provides 24 hour, one-on-one care, or they attribute their loved one's physical decline to a lack of care, instead of the natural progression of disease and aging. Because of these misunderstandings, it is critical that we do everything possible to educate family members and make sure their expectations of nursing home care are realistic." |
| Brenda Albertson on Setting Realistic Expectations | Family Member, Roan Mountain, TN | | "Watching the video certainly helped me to understand the realities of nursing home care. I understood what type of care my mother would receive and why. This video helps people realize what you can expect and not expect. I can't thank the nursing home enough for giving me a copy." |
| Harry Spurling on Setting Realistic Expectations | Licensed Professional Counselor | | "The video is very real in how it characterizes life in a nursing home as it pertains to my contacts with such facilities. From a clinical standpoint, Setting Realistic Expectations will help families overcome some of the common myths they have about nursing home life. The issues are well addressed and the video offers an honest presentation about situations residents face." |
| Mary Roberts on Setting Realistic Expectations | Director of Social Services, Lakebridge Health Care Center, Johnson City, TN | | "Admission to any facility brings with it an adjustment for both resident and family. During this delicate period, the video honestly focuses everyone on the realities of living in a group setting. Setting Realistic Expectations promotes trust right from the start, bringing the beginning of a positive relationship. Family concerns after viewing the video are less frequent." |
| Sandy Deakins on Setting Realistic Expectations | Administrator | | "At first, I was skeptical as to whether the video would make a difference. I was afraid stating the 'facts' may upset new residents and their families. However, after showing Setting Realistic Expectations, quite the opposite has been true. Residents and families have been pleased we took the time and effort to share the 'realistic' truth. Complaints in my facility have decreased dramatically since we started showing the video. I can't imagine conducting an admission without sharing this video first." |
| Angela Traughber on Setting Realistic Expectations | Marketing/Admissions, Christian Care Center of Springfield, Springfield, TN | | "I feel showing the video during the admission process helps bridge the gulf typically encountered at this time between family members and staff regarding the realities of care giving in a long-term setting. The video is effective in opening the lines of communication and in helping families understand the limitations of staff in providing care. As a result, we have noticed families have become more positive in interacting with staff in resolving problems and towards the facility and our industry as a whole." |
| Gene Guftisin on Setting Realistic Expectations | Administrator, Stewartville Care Center, Stewartville, Minnesota | | "The threat of litigation is on the rise. Unfortunately, people's expectations regarding care are higher than they should be coming into the nursing home. They haven't been properly educated about what their expectations should be. Our family council has embraced Setting Realistic Expectations quite well. We show the videos to families during the admissions process and then give a copy to them so they can share it with other relatives who come and visit the resident or at least have an interest in the resident's well being." |
| Peggy Goldstein on Setting Realistic Expectations | Vice President, California Association of Health Facilities | | "Setting Realistic Expectations is excellent in bringing a sense of caring and reality to families admitting a resident to a nursing home. The video serves as an excellent springboard for discussion between the family and the nursing home concerning what the resident can experience and why. Setting Realistic Expectations plays an important part in a nursing home's desire to help families achieve a better level of understanding, and is a wonderful communication tool that helps explain and inform." |
| Stephen Darden on Setting Realistic Expectations | Attorney-At-Law | | "Since lawsuits are often the result of someone's expectations not being met, your good faith attempt to accurately describe nursing home life should discourage lawsuits. Showing the video to family members is certainly worthwhile. Giving a copy along with the suggestion that they show it to other relatives may be better. After all, lawsuits are often brought against nursing homes by people who did not personally have the resident admitted and wouldn’t have watched the video at the facility." |
| Stephen Morrisette on Setting Realistic Expectations | President, Virginia Health Care Association | | "As the name states, the video truly sets realistic expectations for families with its straightforward nature. Nowadays, Nursing Homes see a greater risk over things that routinely occur through no fault of their own. Setting Realistic Expectations goes a long way towards eliminating this situation." |
| Jim Sleadd on Setting Realistic Expectations | Regional Administrator, The Meadows (Long Term Care Management Company) | | "Quite frankly, we have to do something to stem the tide of rising litigation and this video offers that. People now have the opportunity to better understand what to expect in a nursing home. Setting Realistic Expectations is helping to revolutionize our industry for the better." |
| Eric Thomas on Setting Realistic Expectations | Administrator, Lutheran Homes, Muscatine, IA (GuideOne Policyholder) | | "I think the video is excellent. It is right on the money. This is something we need to be doing and would be doing whether or not GuideOne Insurance was asking us to do it." |
| Russell Traughber on Setting Realistic Expectations | Administrator, Town & Country Manor, Santa Ana, CA (GuideOne Policyholder) | | "The video tells the truth about what is going on in a nursing home. It is definitely not a marketing tape, but is very much needed. I'm already speaking to families about having realistic expectations, explaining the same things that are on the video. It is a good tool." |
| Debbie Glinz on Setting Realistic Expectations | Social Services, Westhope Home, Westhope, ND (GuideOne Policyholder) | | "The video is very realistic in the way it portrays a nursing home's ability to care for a resident. I believe it is good for families to watch it. I agree that some families come through the doors with unrealistic expectations." |
| Donna Alexander-Lawson on Setting Realistic Expectations | Executive Director, Masonic Home of Virginia, Richmond, VA (GuideOne Policyholder) | | "Quite frankly, when I first received word from GuideOne Insurance about having to show this video, I wasn’t pleased. Then, I sat down and watched it. Setting Realistic Expectations offers a great message. I thought the information was wonderful. The video offers information families need to hear to become better educated." |
| Charles Perry on Setting Realistic Expectations | Executive Director, Nevada Health Care Association | | "I am very impressed with this video's straightforward nature. It gets right to the point and tells it like it is. I’ve long felt that a major issue facing the nursing home industry is our habit of overselling what we are capable of doing and thus promoting unrealistic expectations. As a result, the public's perception of nursing homes isn't where it needs to be. Setting Realistic Expectations provides a very understandable explanation. It is a very powerful tool." |
| Ric Henry on Setting Realistic Expectations | President Long Term Care Alliance | | "As a former facility administrator and risk manager, I can fully appreciate the need to present information on nursing home life and having reasonable expectations to residents and their families. This video is a high quality production and presents this information in a clear, easy to follow format." |
| Joseph Donchess on Setting Realistic Expectations | Executive Director, Louisiana Nursing Home Association | | "Setting Realistic Expectations helps residents and their families understand how a nursing home operates. We strongly recommend our association members use the video as part of the admission process." |
| David Morgan on Setting Realistic Expectations | President, Eldercare Risk Services (And a former Defense Attorney for nursing homes) | | "I tell nursing homes that anger, plus injury, equals lawsuit. If you can take away the anger, or the injury, then you take away the lawsuit. Most risk management programs take away the injury portion, but what the video Setting Realistic Expectations does is help manage the anger portion. The video drives the family into thinking in a more realistic fashion, so if something does happen to the resident, the family members are not as angry about it. I think the video is a very powerful tool." |
| Judy DeLoach on Setting Realistic Expectations | Administrator, Ivy Hall Nursing Home, Elizabethton, TN | | "Having been through one lawsuit in my life, the cost of using this video more than pays for itself. If only there was a Setting Realistic Expectations then, it would have stopped that lawsuit dead in its tracks. After watching it, I've had families ask tons of questions, which I think is great! Then, they know what services you are going to provide and that you are going to do your very best; it makes all the difference in the world." |
| Jule Rasmussen on Setting Realistic Expectations | Social Worker, Stewartville Care Center, Stewartville, MN | | "I think the more information we present families prior to admission to the nursing home, gets them better prepared. It makes them more comfortable with the placement and the resident's stay in the facility. I've found that Setting Realistic Expectations can really prepare the family. This knowledge is really important and is reassuring to them." |
| Roger Mynatt on Setting Realistic Expectations | Administrator, Jefferson County Nursing Home, Dandridge, TN (GuideOne Policyholder) | | "I believe the video circumvents problems on the front end from families who come in with unrealistic expectations.The video lays out how a nursing home cannot provide 24 hour, one-on-one care, and how we live in a society where we face the possibility of unpleasant situations cropping up – at home, while shopping, even in a nursing home. We are glad to respond to GuideOne's request to implement regular use of Setting Realistic Expectations." |
| Wayne Hendrickson on Setting Realistic Expectations | Administrator, Parkside Lutheran Home, Lisbon, ND (GuideOne Policyholder) | | "Once you see what the video's purpose is, I believe it is an excellent product." |
| Dorothy Bruining on Setting Realistic Expectations | Director of Nursing, Artesia Christian Home, Artesia, CA (GuideOne Policyholder) | | "I think the video is excellent. It is about time there was something like this that can help people have realistic expectations regarding nursing home care. All in can say is, I’ve been waiting for something like this. Where has this product been?" |
| John Brigham on Setting Realistic Expectations | Administrator, Washington Odd Fellows Home, Walla Walla, WA (GuideOne Policyholder) | | "A very nice video. It is very timely and much needed in our industry." |
| Bruce Nikkel on Setting Realistic Expectations | Executive Director, Bethany Home, Ripon CA (GuideOne Policyholder) | | "This is a very well done piece. Educating families is the kind of thing you try to do. The video creates dialogue. We are going to have our nursing staff begin showing the video immediately. It is important for families to know that we do our best, but we cannot make our residents good as new." |
| Glinda Manternach on Setting Realistic Expectations | Administrator, Bethany Home, Dubuque, IA (GuideOne Policyholder) | | “Topics covered in the video were very good. These subjects need to be addressed with families.” |
| Kurt Stoner on Setting Realistic Expectations | Administrator, Bethel Lutheran Home, Williston, ND (GuideOne Policyholder) | | “The video does a world of good for families. I can see the need for showing it.” |
| Cathy Haupt on Setting Realistic Expectations | Marketing Assistant, Aldergate CCRC, Charlotte, NC (GuideOne Policyholder) | | “I think the video is a wonderful idea. As a former legal assistant, I understand what the tape is trying to accomplish. Unfortunately, people will fall inside a nursing home and it’s a good thing for people to know this. Sometimes, people come to a nursing home with the wrong idea about the level of care provided, and this video will help educate them.” |
| Don Black on Setting Realistic Expectations | Administrator, Cortland Acres Nursing Home, Thomas, WV (GuideOne Policyholder) | | “The tape is pretty darn good. It puts forth excellent information. The people in it are soft enough to be understood, but hard enough to make sure you understand the message.” |
| Mary Waltzing on Setting Realistic Expectations | Social Worker, Mother of Mercy Nursing Home, Albany, MN (GuideOne Policyholder) | | “I think the video is well done. I can see where it will come in handy with those families who need reminding about having more realistic expectations." |
| Misty Brown on Setting Realistic Expectations | Social Service Director, Riverview Care Center, Bossier City, LA | | "It is great. The video covers all of the issues. It is focussed well on a number of important topics, and helps those watching it get an overall understanding that we do the very best we can, but that we are only human." |
| Raymond Daws on Setting Realistic Expectations | Corporate Quality Assurance Director, Liberty Healthcare Long Term Care, Wilmington, NC | | "The video is great. Nursing homes need to use this as part of their admissions process. It is very straightforward, and gets the message across." |
| Dr. James Allen on Setting Realistic Expectations | Professor, University of North Carolina, Chapel Hill, NC, (UNC-Chapel Hill is presently using the video in its curriculum for administrators-in-training) | | "Setting Realistic Expectations is the best video I’ve seen to help families better understand the aspects of nursing home life. It clearly addresses nearly all the risk areas a family would typically think of suing the nursing home over. The video is truly an outstanding preventative step for a facility to use. You can call it an educational video, but it is also part of a risk management program. After viewing the video, families will have a more realistic set of expectations, therefore will have less guilt and not more because they better understand."
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