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Facilities > Resources > IntelyCare Case Studies > How IntelyCare Provided
Westchester Manor With the Dependability and Support They Needed


HOW INTELYCARE PROVIDED WESTCHESTER MANOR WITH THE DEPENDABILITY AND SUPPORT
THEY NEEDED


HIGHLIGHTS

 * Westchester Manor – Providence Place
 * High Point, North Carolina
 * Skilled Nursing Facility
 * 129 Beds


OVERVIEW

 * With external staff accounting for 75% of their workforce, Westchester Manor
   needed a healthcare talent partner who understood the value of providing
   consistent, quality care.
 * They turned to IntelyCare, who offered a high level of provider quality and
   the dedicated support they needed.
 * Up to 45 different IntelyPros now work at Westchester Manor each week,
   providing consistent care, using proper documentation, and building
   meaningful relationships with the residents.


THE PROBLEM

Since the pandemic, nursing homes in High Point, NC and across the country have
had to rely on external staff to maintain their operations. At Westchester
Manor, their overall workforce has been made up of about 75% external nursing
staff. This heavy reliance on external staff means that things like maintaining
quality, consistency, and proper documentation are paramount.

Westchester Manor needs dependable external staff that are reliable and able to
provide the level of care that their residents deserve. The staff also needs to
ensure proper activities of daily living (ADL) documentation to chart care
provided for the state and to access reimbursement. But finding this kind of
quality and consistency with external staff – and support and accountability
from the staffing provider – can be an uphill battle.


DEDICATED, LOCAL SUPPORT

Westchester Manor quickly found the quality and support it needed by partnering
with IntelyCare. The facility knows that whenever they have a need or concern,
they can turn to their Account Manager, Rachel Phillips.

“We definitely don’t have the same relationship that we’ve built with IntelyCare
with the agencies we work with because of the relationship we have with Rachel,”
according to Susan B., scheduler at Westchester Manor. “Rachel visits our
facility regularly, we email frequently, and she always responds quickly.”

Susan and Jenny M., nurse supervisor, have developed such a strong relationship
with Rachel that they consider her to be a part of the Westchester Manor team.
“The agencies we work with don’t provide us with the kind of help Rachel
consistently gives us. Whenever we have a question or an issue, she is there.
Rachel is great,” Jenny commented.

Rachel also works in conjunction with IntelyCare’s IntelyPro Success Managers,
who act in a similar capacity to support IntelyCare’s nurses and aides. This
circuit of support and collaboration pays dividends when it comes to patient
care and provider quality, helping Westchester Manor to stand out among nursing
homes in High Point, NC and the surrounding area.


DOCUMENTATION AND QUALITY ASSURANCE

Proper ADL documentation can be a serious challenge when you have external staff
coming in from multiple sources. “If documentation isn’t done completely and
accurately, we can be accused of negligence. We have to make sure that each care
provider who comes into the building has a way to be able to chart and that they
keep up with it,” Susan said.

IntelyCare employs a Clinical Quality Assurance team to oversee everything from
documentation to incident management. As Susan said, “I don’t know of any agency
that provides that level of support to their nurses and aides. That we have a
team like this on our side shows us that IntelyCare really is a partner to us.”


DEPENDABILITY

IntelyCare has connected Westchester Manor with nurses and aides who have become
regular team members at their facility. In any given week, up to 45 different
IntelyPros work at Westchester Manor, often picking up more than one shift. “We
know that when we post a shift in the IntelyCare platform, 9 times out of 10 it
is going to get picked up by a really great, dependable employee,” said Jenny.

The facility uses the Block Booking feature in the IntelyCare platform to
schedule their preferred IntelyPros for a month at a time. Jenny believes that
the familiarity and rapport that these IntelyPros form with her residents is
invaluable. “The consistency means that IntelyPros can anticipate the needs of
our residents without having to wait for our direction,” she said.

IntelyPro consistency and dependability is a critical pillar of the partnership
between Westchester Manor and IntelyCare. “It is so worth it to be able to book
a good employee who is consistent with us,” Susan said. “Especially for our
Alzheimer’s and dementia unit, the consistency of knowing the IntelyPros’ faces
makes a world of difference. It gives them comfort that they don’t get from
agency staff.”


A TRUE HEALTHCARE TALENT PARTNER FOR NURSING HOMES IN HIGH POINT, NC AND BEYOND

IntelyCare has been able to provide Westchester Manor with the dedicated
support, commitment to documentation, and dependability that they were looking
for. Choosing to partner with IntelyCare to support the residents of Westchester
Manor was one of the best decisions Susan and Jenny have made for their
facility.

“IntelyPros learn who our residents are. It totally impacts the quality of care
that our residents receive,” Jenny said. “The days go smoother for the
residents, and with Rachel always available to assist us, our days go smoother
too.”


NEED HELP GETTING NURSES FOR NURSING HOMES IN HIGH POINT, NC AND BEYOND?

At IntelyCare, we’re committed to supporting our facilities and helping them to
fill their shifts with quality nursing professionals. Partner with us today to
learn more about our cost-effective staffing solutions, and so much more.

--------------------------------------------------------------------------------


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