Founder and Chairman of the Board Stephen L. Rosedale established the CommuniCare Family of Companies in 1984. As a young man, Steve worked in various healthcare environments and developed a passion for caring. He continued to study the art and science of aging at Brandeis University, where he sparked a close relationship with Professor Morrie Schwartz (of the famous book, “Tuesdays with Morrie”).
A concept that struck a chord in his heart and has since remained vibrant is the concept of “therapeutic milieu.” This is the impact of a holistic environment, comprised of people, clinical programs, and physical environments that create a healing environment where a person can thrive. Since then, Steve has been on a mission to build caring communities that cater to the unspoken needs of our guests and residents.
A family-owned company, we have grown to become one of the nation’s largest providers of post-acute care, which includes skilled nursing rehabilitation centers, long-term care centers, assisted living communities, independent rehabilitation centers and long-term acute care hospitals (LTACH).
Each and everyone of our employees’ primary importance stems from our philosophy: Serving with Pride. We recognize that we are called to reach out with our hearts and touch the lives of others. This recognition instills a great sense of purpose in the work we do each day. As a result, we take immense pride in our opportunity to deliver the highest quality of care. We remind ourselves daily that we have to serve with pride and this energizes us in our mission to, to give the gift of life to each and every guest and resident of the CommuniCare Family of Companies.
A line from our CEO’s favorite book, The Little Prince captures the demeanor of the care we provide, saying, “It is only with the heart that one can see rightly. What is essential is invisible to the eye.”
Have the courage to be truthful. Honesty is the foundation for all of our principles, policies and actions.
Strive to base all decisions and actions on our company philosophy of creating a superior customer experience.
Take ownership not only of your job, but of the customer experience. Do what it takes to make it right.
Treat and value others as you would like to be treated and valued.
Promote common goals and teamwork by helping others and openly communicating.
CommuniCare’s commitment to Serve with Pride means a standard of operations that is founded on an unwavering commitment to excellence. Our mission is to provide a superior customer experience: one that not only heals, but also satisfies. To that end, CommuniCare operates in accordance with our True Blue Standards of Excellence.
In our company, “True Blue” is defined as an unwavering commitment to excellence, and our aim is to weave all of our actions and decisions into this framework.
We have divided the customer experience into five categories with a high threshold of standards for each:
- Clinical Excellence
- Service Excellence
- Environmental Excellence
- Culinary Excellence
- Satisfaction Excellence
We achieve clinical outcomes that consistently rank above and beyond the CommuniCare standard in all key clinical indicators. We institute and maintain CommuniCare’s core clinical processes.
We live by and uphold CommuniCare’s service standards every day. They define our culture at all levels of the organization. We focus on our guests and residents through unyielding determination to deliver an exceptional customer experience – a True Blue experience
We maintain uncompromising levels of cleanliness and physical plant repair, per CommuniCare’s First Impressions standards. Our unique standard of design and décor helps to create healing environments that inspire wellness in our residents and guests.
Our goal is to steadfastly uphold and maintain CommuniCare’s fine dining standards. We strive to deliver an excellent culinary experience for every guest, at every meal, every day.
We pride ourselves on maintaining an average score of 95% for overall customer satisfaction. We understand the importance of listening to our customers while continually identifying and creating solutions for areas that are in need of improvement.
In our skilled nursing centers, we offer two lines of service: skilled nursing rehabilitation and long-term care. Those who have suffered from an acute clinical episode or have undergone surgery, such as a hip or knee replacement, can benefit from our expertise in nursing rehabilitation in our senior health centers. Our goal is to return guests back home as safely and as quickly as possible.
There comes a time for many families when 24-hour skilled nursing care for a loved one is simply a necessity. When this time arrives, being surrounded by an experienced clinical team, who cares like family, is essential to one’s quality of life. At CommuniCare, we understand this and know that quality of life cannot be achieved by tending only to an individual’s clinical needs. Instead, we focus on delivering a high quality of care in an engaging and vibrant environment. That is why we call our long-term care services, Lifestyles. We strive to create a ‘lifestyle’ for our residents, filled with fun, love and meaningful engagement, so we can cater not only to the body, but to the soul as well.
Critical to our model of care is the Patient Care Coordinator—a unique role developed by CommuniCare to serve as a linchpin among physicians, patients and our nursing staff. This dedicated registered nurse is an integral part of our nurse management team and advocates for guests and residents on behalf of their physicians. While creating efficiencies in care by acting as a central source for all communication and data, the Patient Care Coordinator integrates with internal departments, manages relationships and monitors each customized care plan to ensure positive clinical outcomes that lead to truly engaged experiences.
We strive to do more. That’s why we provide an array of comprehensive programs and services to meet the challenges of our residents, whether they’re recovering from surgery or an acute illness. Our goal is to restore every individual’s highest level of functionality and strive for an enhanced quality of life.
Our customer experience is of paramount importance to us. It is, therefore, our unwavering mission to deliver a service-focused environment from the moment our guests walk through our doors to the moment they leave. It’s that simple. Our purpose is to deliver care at every touch point that not only heals but also delights. We believe in serving with pride and want our customers to experience healing in every sensory way. We work to ensure that call lights are answered quickly, that we respond with a smile and most importantly, that we listen to our customers and continuously strive to improve our services.
Our quality of care is driven by an element that is core to our philosophy: There is no such thing as cookie-cutter care. Each of our centers is aligned with a wide array of physicians, with both general and specialty care focuses, who are a true extension of our team and enable us to deliver a customized Plan of Care.
We always think about the needs of the residents who call CommuniCare home. Each year when the holiday season arrives, we all have nostalgic feelings of giving and receiving with those we love and those who love us most. Unfortunately, some of our residents don’t have active family members in their lives and would not otherwise receive the gifts of their wishes. We at CommuniCare recognize this and know that we are family to them. This is poignantly displayed in our CommuniCare Cares program.
CommuniCare Cares is a non-profit initiative whereby each skilled nursing center has an active task force that identifies fundraising events where the proceeds are deposited into a CommuniCare Cares fund. The funds are used to purchase gifts for our residents who have a wish that no one else can fulfill. Each community compiles a list of gifts and gives it to our corporate office. Volunteers then shop for these items. Additional volunteers wrap these gifts and drive them to each nursing community.
The joy, love and camaraderie that our residents and employees feel are felt are things words cannot describe. Only after participating can one truly feel the magic of giving. These are the moments that define our purpose and the initiatives that display our pride in service.
The funds to make these programs possible are raised through the fun, laughter and the smiles of our employees, all working toward a higher purpose that yields these meaningful moments. Some of our past fundraising initiatives include the following:
- Car washes by the management team
- Pie-in-the-Face contest
- Basket Raffles
- Chili Cook-offs
- Bake Sales
- Cornhole Tournaments
- CommuniCare’s Got Talent
- Biggest Loser Competition
- Creating and Selling the CommuniCare Cookbook