Distinctive Arbor Management Programs

Quality Assurance

The Arbor Company recognizes that a community is only as good as its employees and has developed and implemented unique management programs that assist in the overall operation of each community.

Click on a topic below to learn more about our management programs.

MoveN

In 2005, The Arbor Company adopted a comprehensive and fully integrated software program to manage resident information across three departments: marketing, resident care and billing. This investment has allowed us to gather more thorough and accurate information from prospective and current residents, resulting in increased revenues in all communities. Corporate staff uses this web-based, real-time tool to review marketing and resident information with community leaders.

The Arbor Way

In order to maintain consistently high operational standards across multiple communities and states, The Arbor Company staff make regularly scheduled visits to communities to review each department. The Arbor Way audit tool covers all corporate standards for each department and serves as a map for department heads to evaluate their specific departmental operations. Where follow-up is needed, corporate staff work with the community leadership to develop plans for improvement.

Quarterly Metrics/Scorecard and Operational Reviews

Quantitative community results are measured and tracked in several areas of performance: Finance, Marketing, Human Resources and Clinical Outcomes. On a quarterly basis we follow over twenty different metrics and publish results on a company-wide Scorecard. The COO and VP of Operations, Quality and Training conduct regularly scheduled conference calls with Executive Directors to review the results and discuss opportunities for growth and improvement

SWOT Analysis/Goals

The Leadership Teams in each community, led by the Executive Director, meet annually to discuss strengths, weaknesses, opportunities and threats (SWOT) of their specific community. From the SWOT analysis, annual goals are developed for each community.

New Ideas

The Arbor Company encourages and welcomes new ideas from all employees. New ideas are gathered and discussed routinely by the Arbor Advisory Council, comprised of the Arbor Company management team and four Executive Directors. The Arbor Advisory Council determines which new ideas are to be implemented company-wide and which are to be left to the decision of each community.

Satisfaction Surveys

Active communication with families and residents is a hallmark of Arbor Company operations. To better understand our customers’ level of satisfaction and engagement, we survey all residents and/or families upon move-in, annually thereafter, and at time of move-out. Anyone who returns a survey to The Arbor Company receives a personalized note of thanks. Information from surveys is then reviewed with community leaders to celebrate successes and identify opportunities for improvement.

Green Initiative

The Arbor Company is an industry leader in environmental stewardship. During 2008 all Arbor communities took the first important steps to “go green.” The Arbor plan is grounded in a commitment to conservation of water and energy, with the creation of comprehensive recycling programs and a conversion to green cleaning programs which use chemicals certified by the EPA’s Green Seal program. We believe that this initiative, which involves staff, residents and families, has the added benefit of providing a meaningful marketing edge.

Gallup

In 2007, The Arbor Company partnered with The Gallup Organization in an effort to better understand our employees’ level of engagement. Working with the Gallup Q12 survey process, we have been able to identify those areas where employees feel deeply engaged in their work as well as those areas where we have opportunities to improve. In our second year of the survey, we experienced remarkable progress and generated results which are considered “best in class” by our partners at Gallup. This year-round process engages staff at all levels in feedback sessions and strategic planning opportunities, making The Arbor Company a better place to work. Turnover among staff remains low compared to industry standards.

Maintenance

The Arbor Company recognizes the how much a well-kept building contributes to both resident care and marketing. We pride ourselves in ensuring each community receives necessary attention and care.

Physical Plant Inspections

Well-maintained buildings are a hallmark of The Arbor Company’s management. The company Chairman visits each community on a regular basis to review physical plant and curb appeal issues as well as preventative maintenance programs. His ongoing follow-up with Executive Directors and Maintenance Directors contributes to buildings which outshine the competition and retain their value.

Navigator

The Arbor Company has partnered with Navigator Purchasing Group, Inc., which is a leader in providing healthcare purchasing services. Navigator negotiates discounted contracts with key vendors and manufacturers to deliver purchasing savings to each community.

Accounting

Overseen by a Director of Accounting, the Arbor Company provides comprehensive, timely information to its investors and lenders.

The Comforts of Home in Times of Need

Experience. Service. Knowledge. Excellence. Senior Living at The Arbor Company.