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October 2005
In this Edition:
Just the Facts
New Concierge Care Service offers Platinum Level of Care
Having a Care Manager in Place Assures Quick Response when the Crisis Comes
Just the Facts
Did You Know?
- We were the first agency of its kind in the Southeast
- We care for South Florida's oldest residents - average client age is 85 (& our oldest client was 105)
- We received a perfect score from the Agency for Health Care Administration in its most recent survey
- We were instrumental in developing the National Association of Professional Geriatric Care Managers, the industry's professional association
- We are a founding member of the National Academy of Certified Care Managers, an independent, non-profit credentialing organization
- We made our first network relationship in 1999, and today has a network of more than 1,200 providers nationally
- Our staff members, on average, have 20 years nursing experience and/or a post-master's degree in social work
By the Numbers
- Employees Today: 125
- Clients Served: 3,500
- College level courses taught: 15
- Pro bono services donated: $150,000
- Community service hours donated annually: 200
- Speaking engagements complete: 1200
- Courses taught at Rona Bartelstone Caring Institute: 120
New Concierge Care Service offers Platinum Level of Care
For adults accustomed to the very best service at home, Rona Bartelstone has developed a new level of home healthcare —
Concierge Care. The new service offers clients a platinum level of care that exceeds the abilities of most home healthcare
providers.
Concierge Care clients receive two hours of free care management service to facilitate the startup process
and to ensure that all services received are customized to meet the individual needs of the client. During
the appointment the healthcare worker meets with the care recipient to review his or her daily schedule,
medication needs, food preferences, social activities, emotional coping and other issues to help establish
a positive working relationship and a thorough understanding of the care recipient's needs and wishes.
Concierge Care staff members have extensive home healthcare experience and have received additional training
in communication skills, understanding the special needs of clients with health issues, relationship building,
etiquette and presentation, problem solving and effectively working as a team with family members and agency.
Additionally, as part of the Concierge Care service, care recipients and designated family members are contacted
frequently to ensure satisfaction with the program and that all needs are being met.
Having a Care Manager in Place Assures Quick Response when the Crisis Comes
Mrs. Dell is an 83-year-old widow who lives independently in her own condo apartment in Broward County,
Florida. She has resided there for the past 25 years.
In 2003 her children, who live out of state, noticed some memory loss, confusion and forgetfulness.
Although Mrs. Dell appeared in good health, they were concerned about her ability to remain living
independently. They hired a Rona Bartelstone care manager to do a comprehensive assessment and
provide recommendations regarding the care options that she might need. The care manager was
authorized by the family to continue to provide monthly monitoring visits, reassess her mental
status, functioning levels and well-being. The care manager would communicate frequently with
the family to assure them that their mother was functioning independently.
A major concern of the care manager was the client’s resistance to accept home healthcare services
to assist her with bathing, grooming and household management activities. The client felt she was
managing extremely well and couldn’t understand why her sons were so worried. Based on the care
manager’s evaluation and recommendations, the son was preparing to move her to an assisted living
facility near him in New Jersey. Through the Rona Bartelstone Provider Network, the Florida care
manager was working closely with the care manager in New Jersey to locate an appropriate facility
near this son that would meet the client’s present and future care needs and be consistent with
her life style.
Before these plans had been confirmed, the son placed an urgent call to the care manager informing
her that his mother was complaining of pain in her legs. Immediately, the care manager arranged for
a Rona Bartelstone home healthcare aide to take her to the doctor. As soon as the aide returned with
the client to her home, she reported to the Rona Bartelstone Director of Nursing the doctor’s report
that he wanted to see her for an x-ray of the leg in two days and that he had prescribed pain medication
for her. The aide went on to report that the client was poorly groomed, appeared dehydrated and
could not understand how to follow the doctor’s instructions. The house was dirty and in disarray
and there was no edible food.
The Director of Nursing immediately notified the care manager and had our nurse do an emergency
home visit. The nurse examined the client, although no bruises were observed on her body, she
insisted that the client be x-rayed as soon as possible, without waiting the two days. The care
manager spoke with the son who authorized a 24-hour live-in home aide. The care manager spoke
with the doctor’s office and insisted that she be x-rayed or be seen in the emergency room. The
x-rays showed that the client had fractured her hip in three places. She was immediately admitted
to the hospital for surgery. The care manager continued to provide medical advocacy, monitoring
and has been invaluable as the family liaison.
At present the client is doing extremely well and has had an aide present with her during her
hospital and rehab stay. She will be going home shortly with our live-in aide.
The sons are extremely grateful, appreciative and comforted by the outstanding Rona Bartelstone
care manager, RN and home healthcare team that responded quickly and effectively to ensure the
healthcare, safety and well-being of their mother. They still plan to move her near them. Our
Florida care manager and our New Jersey care manager are working closely together with them to
pre-plan for this move to ensure that this transition will be well coordinated, and that her
medical, psychological, functional and social care needs will be met.
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