Provider Excellence Award Special Edition Newsletter

ANCHOR COMMUNITIES
Provider Innovation
Provider accepts very complex members, yet provider continuously seeks out creative ideas; advocates for member; has added qualified staff to help with this member. Works very closely with Care Team to make sure member can stay at facility and is safe and at peace.

ANITA’S GARDENS
Provider Innovation
Exceptional Service Implementation

Even though the member died within 6 weeks of placement, she had been abused by her biological family and considered staff at Anita’s Garden “her family.” Anita’s Garden staff would clock out and then stay by member’s bedside to comfort her. For the member, Anita’s Garden arranged a memorial luncheon and Life celebration. Also, staff is extremely caring, noticing any changes in member’s health, always working closely with the Care Teams. Emergency placements do not faze them. They consistently problem solve difficult situations. Level of dedication goes far above what is expected.

FLOCKS GUARDIAN
Positive Outlook & Collaboration Toward Member Outcomes
Partners work tirelessly with members about payee services. They ensure members find affordable rentals, get to their psych or AODA appointments, medication deliveries, shopping @ Walmart and food banks, and manage members finances. All without reservation or hesitation.

GOLDEN YEARS CBRF
Exceptional Service Implementation
FAR ABOVE AND BEYOND! Proactive, respectful and caring approach to members has helped eliminate behaviors; great and continuous communication with care teams about members & any changes in health; staff brain-storm often to come up with creative ideas to help solve problems for members—all the while doing it with respect and caring.

STAT MEDICAL TRANSPORTATION
Positive Outlook & Collaboration
Toward Member Outcomes
Exceptional Service Implementation

Distance is not an issue, they take members where they need to go. Vehicles are in tip-top shape and always clean. Family, support or friends are encouraged to ride along if needed. Rarely decline a referral. Stat Medical Transportation has great communication with Care Teams if members appear agitated, distressed or anything out of the ordinary. We have never had a negative experience with this provider. Our members appreciate the caring and compassionate way the drivers help and assist.

HOME CARE SOLUTIONS
Positive Outlook & Collaboration
Toward Member Outcomes

Even with very complex members, Melissa and her staff show up, go above and beyond every single time. Staff is very dedicated to their service to members and provide a lot of compassion.

GREEN VALLEY—TROSTEN HAUS
Exceptional Service Implementation
Staff serve as “eyes” in the field for some high needs members. Mary works with complex family situations as well, all while maintaining utmost professionalism. Always maintains excellent communication with Care Team.

C&W MED RIDES
Positive Outlook & Collaboration
Toward Member Outcomes
Exceptional Service Implementation

This transportation organization always goes above and beyond to accommodate ride requests. Their drivers love what they do and take great care to treat members with respect and empathy. Members compliment the drivers regularly too. The drivers also pay attention if something is different for a member, and share with the Care Team. Owner, Nick, states, “My employees are a direct extension of me and C&W Med Rides, and we are a direct extension of Care Wisconsin.”

AT HOME CARING ANGELS
Exceptional Service Implementation
Talk about stepping up to the plate—when there are last minute transportation needs (even at 8:00pm at night) At Home Caring Angels is always willing to help. We can always rely on them for excellent service. As well, members express how safe they feel and how they love their service.

TARMANN TRANSPORTATION
Positive Outlook & Collaboration
Toward Member Outcomes
Exceptional Service Implementation

Tom always goes the extra mile to help our members feel safe, comfortable and valued. Tom gets to know his customers, so he is cognizant of their needs and provides assistance to help with their needs. He is always respectful and professional. Exceptional Service stories were shared by members themselves—they felt the need to share such exceptional service stories with the team.

JANET – SDS EMPLOYEE
Positive Outlook & Collaboration
Toward Member Outcomes

Janet took a leap of faith when beginning SDS with Care Wisconsin members. She has an incredible work ethic, compassion, responsiveness to complex members, while maintaining strong, professional boundaries. Extremely proactive communication to the Care Team. Her work with one particular member has resulted in a decrease in calls to the Care Team, the member has a renewed sense of purpose to keep his home tidier, and Janet has established a great rapport with him. And doing all of this with a continually cheerful attitude.

MONICA – NURSE NEXT DOOR
Exceptional Service Implementation
Positive Outlook & Collaboration
Toward Member Outcomes

Monica’s care and attention to member is very comprehensive and diligent: monitoring his complex medical cares, emotional aspects, nutrition, caring for his home. Monica continuously sought out additional training to be able to maintain a higher level of care for the member (i.e., wound care, lymphatic wraps, PT exer-cise program, glucose testing, insulin injections, etc.) Her care of his home, too, adds to his support for Mon-ica. Last summer they planted a garden together, she cleans, does all shopping and errands. As the member states “There is not an area of my life that is not cheerfully assisted by her.” Member wrote an extensive letter to the Care Team outlining Monica’s professionalism, care and respect. Due to his complex cares, he has had numerous care-givers over the years. He states, “Of all the caregivers I have had over the years, Monica is head and shoulders above them all.”

KELLY – HASS ADULT FAMILY HOME
Exceptional Service Implementation
Positive Outlook & Collaboration Toward Member Outcomes

Kelly’s true life’s passion is helping those in need. While she (and her husband) both work full-time jobs, their heart and commitment lie in supporting the residents in their 3-bed AFH. Kelly has been in this field for more than 35 years, most notably working as the agency manager for Special Olympics. Over the years she has developed strong bonds and relationships with every athlete. Because of her level of compassion, under-standing and experience, Kelly cares for some complex individuals in Waushara County. Through her un-conditional acceptance and deep passion, she has changed the quality of life of her clients and their families. Her compassion compares to none. Kelly never misses an opportunity to learn something new. She is always on the lookout for the latest trainings/seminars/workshops for herself, and her staff. Kelly stops at nothing to ensure she provides the greatest care and quality of life to everyone she serves; it is the most amazing act of selflessness.

Natalie – Lori Knapp Companies
Exceptional Service Implementation
Provider Innovation

Natalie receives accolades for “embodying” the Lori Knapp Mission of “making a difference in the lives of people.” As a Fiscal Agent in SDS, Natalie regularly works with 70+ members monthly, all the while ensuring each feels comfortable with the program. Natalie ALWAYS puts her customers first. She truly is one of a kind. With her ability to creatively problem-solve, she makes challenges disappear. Her friendly demeanor, positive attitude and diplomacy make everything appear effortless and magical. Natalie’s gift is that she does make the world a better place to live. She is the mission statement of Lori Knapp Companies. Natalie is the magic.

Dave – Innovative Services Inc.
Positive Outlook & Collaboration
Toward Member Outcomes

After retiring from a successful sales career, Dave moved into a new role as care giver. Dave’s approach is to “accept each client for who they are, and to help them have the best day possible each and every day.” Dave is successful because he understands and accepts his clients for exactly who they are. He builds high levels of trust, which is crucial for positive client relationships. Dave feels he is not even working, but rather, “he is coming to help his clients.” Dave consistently focuses on reducing anxiety and increasing comfort and consistency. Because many clients get anxious or agitated around new people, or in new situations, when Dave trains new staff, one of his most successful strategies with his clients is to re-direct any anxiety or agitation away from the new staff, and toward Dave himself. Since the clients are fond of Dave and trust him, their anxiety or agitation levels are reduced or minimized. A more calm experience allows the new staff, client and Dave to all get to interact more positively. All of Dave’s strategies, trust-building and commitment to his clients is for the sole purpose to help his clients live a fulfilling life.

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