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Not Yo Mamma’s Retirement Home

Why Kroger’s Has Better Technology Than

Nursing Homes and Why It Matters

presented by Irving L. Stackpole

Disclosures Irving Stackpole is an employee of Stackpole & Associates. The conflict of interest was resolved by peer review of the slide content. He declares no other conflicts of interest or financial interest in any product or service mentioned in this program, including grants, employment, gifts, stock holdings, and honoraria.

ASAP’s and NCPA’s education staff declares no conflicts of interest or financial interest in any product or service mentioned in this program, including grants, employment, gifts, stock holdings, and honoraria.

Following this presentation, attendees should be able to: 1.  Correctly identify aging cohorts in the

U.S. 2.  Describe the reasons for, and responses

to declining long-term care (LTC) markets.

3.  List three ways technology companies can help LTC providers survive.

The Challenge of Occupancy

■ Why are occupancies poor?

■ What should be done?

■ What role can technology play?

Responding to a declining market

■ Defend, protect & fortify • Manage to Loyalty

■ Increase Productivity / Efficiency ■ Innovate ■ Differentiate

Myth Buster

■ The aging population is growing

■ A rising tide “floats all boats”

■ People always get sick

Myth Buster

■ Occupancies are poor because the age qualified markets are declining

■ ALSO, occupancies are poor because of •  Increased options / choices •  Negative perception •  The economy •  “Intermediaries”

■ Kroger’s competes on ≤ 2% margins

Stackpole & Associates, Inc.

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Population myth - headlines are not bottom lines

~6.4 mm @15% ~ 960,000

In its study of falling inpatient admissions, Milliman estimated that, in all markets of the United States, the rate of inpatient admission per 1,000 population would decline through 2021. This would be true whether, in a specific market, care could be defined as “loosely,” “moderately,” or “well” managed. The chart above shows the 10-year trend line. (Chart was published by Health Affairs)

What’s the problem?

■ Why are occupancies declining?

■ Is “Marketing” that bad? ■ Is “Sales” that bad?

Stackpole & Associates, Inc. 16

2014 Born 1928

85 yoa

2020 Born 1934

85 yoa

2017 Born 1931

85 yoa

Negativity?

!  Sector NOT thought of as the valuable resource it is …

!  They are seen as prisons – awful places –  The “F” word –  “Don’t want to put / place mom in a nursing

home.” –  “I’d rather be dead.”

!  Deep metaphor of negativity



Source of Efficiencies

Employees – Key to " costs / ## outputs

! Are we getting more staff?

! Staff produce “patient / family experience” ! Staff produce Quality & Value


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Productivity & Efficiency

! Outputs for Inputs – Productivity ≠ Staff Reductions ! Simple Efficiency – Purchase decision cycle – Time? ! Pull through

! Case Managers, Consumers, Doctors ! “Actors”


Efficiency Technical, Productive, Allocative

– Technical ! Maximum improvement from resources

– Productive ! Best health outcome for given costs or

reduction in cost for the same outcome – Allocative

! Best outcomes for society


Innovate / Add Efficiencies

! Post Acute Care Transitions ! Hospitals

– Resident & Family satisfaction data – Transactional efficiency

! Pharmacy & Rehab ! HCBS

Facts of Life ■ The age qualified market is shrinking

■ Continued pressure on payments

■ Continued pressure on utilization

■ Efficiencies & productivity are the keys to effective differentiation

Call or email Irving Stackpole +1-617-739-5900, Ext. 11

[email protected] www.StackpoleAssociates.com


Bibliography

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Albrecht K. and Zemke, R. Service America. New York: Warner Books, Inc. 1985

Bruner II, G.C. , James, K.E., and Hansel, P.J. Marketing Scales Handbook: A compilation of multi-item measures, volume iii. Chicago: American Marketing Association. 2001

Chase, R & Dasu, S. Want to perfect your company’s services?: Use behavioral science. Harvard Business Review June, 2001.

Cialdini, R. Influence: The psychology of persuasion. New York: Quill. 1993

Johnson, M & Gustafsson, A. Improving customer satisfaction, loyalty and profit: An integrated measurement and management system. San Francisco: Jossey-Bass. 2000

Parasuraman, Zeithaml and Berry. A conceptual model of service quality and its implications for future research. Journal of Marketing. 1985 Fall:41-50.

Bibliography

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Palmer, S and Torgerson, DJ. Economic Notes: Definitions of efficiency. BMJ VOLUME 318 24 APRIL 1999

Reichheld, F The Loyalty Effect: The hidden forces behind growth, profits, and lasting value. Boston: Harvard University Press. 1996

Stackpole. I. & Ziemba, E. Make Your Marketing P-P-P-P-Perfect, Care Management Matters, April 2008

Stackpole, I. & Ziemba, E. It’s Not What Your Say – It’s What People Hear!, Care Management Matters, June, 2008

Zaltman, G, Zaltman, L, Marketing Metaphoria: What deep metaphors reveal about the minds of consumers. Boston, Harvard Business Press 2008

Ziemba, E. Email Campaigns that Work. Care Management Matters, April, 2009

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