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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
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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
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
Myths
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• Can retirement centers & nursing homes?
Stackpole & Associates, Inc.6
Population myth - headlines are not bottom lines
~6.4 mm @15%~ 960,000
What’s the problem?
Why are occupancies declining?
Is “Marketing” that bad? Is “Sales” that bad?
Stackpole & Associates, Inc.12
2014Born 1928
85 yoa
2020Born 1934
85 yoa
2017Born 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
Stackpole & Associates, Inc.13
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Responding to a declining market
Defend, protect & fortify• Manage to Loyalty
Increase Productivity / Efficiency Innovate Differentiate
Stackpole & Associates, Inc.16
Source of Efficiencies
Employees– Key to costs / outputs
Are we getting more staff? Staff produce “patient / family experience”Staff produce Quality & Value
Stackpole & Associates, Inc.17
Stackpole & Associates, Inc.18
Productivity & Efficiency
Outputs for Inputs– Productivity ≠ Staff ReductionsSimple Efficiency– Purchase decision cycle – Time?Pull through
Case Managers, Consumers, Doctors“Actors”
Stackpole & Associates, Inc.19
EfficiencyTechnical, Productive, Allocative
–TechnicalMaximum improvement from resources
–ProductiveBest health outcome for given costs or
reduction in cost for the same outcome–Allocative
Best outcomes for society
Stackpole & Associates, Inc.20
Innovate / Add Efficiencies
Post Acute Care Transitions Hospitals
– Resident & Family satisfaction data– Transactional efficiency
Pharmacy & RehabHCBS
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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
Responding to a declining market
Defend, protect & fortify• Manage to Loyalty
Increase Productivity / Efficiency Innovate Differentiate
Call or email Irving Stackpole+1-617-739-5900, Ext. 11
Stackpole & Associates, Inc.
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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