We’re Willing to Go the Distance to Grow With Our Partners

China photo collage

讀萬卷書不如行萬里路(读万卷书不如行万里路)

(Literally: Reading ten thousands of books is not as useful as traveling ten thousand miles)

Malcolm Graham in China

Where is your company headed? Are all of your business partners focused on your goals and realizing your vision? Growing with our partners isn’t a theoretical exercise or an empty sentiment pledged in a sales meeting; when our business partners need us most we ensure that we don’t take half measures.

We start our journey and travel ten thousand miles with them. When our partners move into new cultural markets it would be easy for us to simply take a product designed for one culture and apply it to another. One size fits all right? Nope, our partners don’t do that and we wouldn’t do it either. Rather, we’re participating in the kind culturally specific and operationally necessary joint development projects that give our partners access to capabilities and resources they’ve never had access to in the past. This new access is giving them marketable differentiators that prospective residents and their families care about.

 When Cascade Healthcare and our partners at Emeritus Senior Living asked us to participate in the very first US led senior housing development in China we jumped. We didn’t jump into theoretical discussions or text books; we jumped into the challenges of our partner and the lifestyles of their future residents.
We worked on developing solutions for their unique opportunities that included language barriers being removed, culturally relevant documentation and marketing materials being available to their staff, and the capability of managing and effecting immediate operational change from half a world away. We’ve also made great friends that are passionate about changing the world they live in. You can learn more Cascade Healthcare’s China facility here. 

We’re working with our partners to help them bridge cultures and we’re getting our hands dirty with them in the process. We’re eating with their residents and learning about their families, sharing experiences and gaining understanding. We’re working with their other critical business partners to streamline processes and reduce cost. We’re working hand in hand with our partners’ employees to understand how we make their jobs easier. We’re walking step by step with our partners to develop new programs and processes, rooted in already owned technology that reduce cost and improves efficiency right now.bridge

We have a continued history of working together with our clients to maximize the value of human interaction, not just reduce it. We’re building bridges one partnership at a time and we’re listening to what matters most to you. We’re turning your vision into an integrated, efficient, fully realized workflow solution that enables your team to run a better business and improve the quality of your residents lives.  More on Cascade Healthcare utilizing Tel-Tron technology in its Shanghai facility here.

When I look across the Bund in Shaghai at Pudong’s amazing architecture and brilliant lights it gives me a moment of pause when I consider that fourteen years ago it was a vegetable garden. The vision of our industry is changing nearly as quickly. The opportunity to differentiate ourselves from our competitors is narrowing and the time is rapidly approaching for us all to be performing at our maximum potential.

When we come across senior living providers we haven’t worked with closely it’s always refreshing to learn about new programs, new viewpoints and new opportunities to develop enterprise integrations and customized solutions that allow you to flexibly integrate with what’s important to your program. If your current partners have you both stuck in a box limited by whatever technology they have the ability to resell, if you’re stuck wondering how to make a square peg fit in a round hole, we would love to talk to you about your vision.

 Looking across the Bund in Shaghai at Pudong

Looking across the Bund in Shaghai at Pudong’s amazing architecture and brilliant lights gives you a moment of real pause when you consider that 14 years ago it was a vegetable garden.

Many of our clients have realized the ability to significantly change their business through honest collaboration with our design and development teams. We’ve become experts at giving customers what they want, developing joint marketing strategies and streamlining their workflow and communication through the use of technology.

We would genuinely appreciate the opportunity to learn about the outcomes you envision for your team, the residents in your care and their families. If you’d like to build something amazing together let me know. I’ve got a few friends eager to create new opportunities with your team.
 

 

 
During our time spent in China, we had the privilege of sharing experiences with residents and observing them throughout various portions of their daily lives. Some of the most touching moments were during group activities. In this video, residents participate in cheerful group song. The energy and happiness that filled the room was an inspirational reminder that despite cultural gaps, some things are universal.

 

Do You Have a Program Designed to Reduce Fall Risk?

Senior woman in wheelchair with caregiver

How do you use technology to mitigate resident fall-risk & maximize independence?

The risk is real
The awareness related to fall risks over the last few years is staggering. One in five hip fractures results in a death within a year of the incident. One in four seniors that fall and fracture a hip, who used to live independently, spend at least the next year in an assisted living or nursing home environment. It’s also a little concerning how little, as an industry, we’ve done to mitigate the risk. Fall detection is largely a waste, the damage is done, and unless the resident is unconscious automated fall detection devices do little more than let you know the horse is out of the barn.

What can you do?
Fall prevention programs need to be comprehensive and targeted. Do you evaluate the medications your residents are taking and develop specific and targeted prevention programs if their medication puts them at increased risk? If a resident has had a previous fall, do you know the likelihood of them falling again compared to those who have never had a fall? Are you putting technology and processes in place to create an environment which reduces a resident’s risk of a repeat incident? Knowing the precursors of a fall is a critical component to prevent it from happening.

For further reading on the risks related to falls and the possible outcomes, often life threatening, visit the CDC’s Website on Falls for Older Adults .

If you don’t currently employ technology to prevent a fall then contact your sales representative
(sales@tel-tron.com) to talk about what it takes to be successfully implement a fall prevention strategy.

To learn more about the benefits of Tel-Tron’s unique fall management technology, click here.

Maximize the Potential of Your Emergency Call System

Are Senior Living Management Teams Out of Touch? The Senior Care Investor www.seniorcareinvestor.com thinks so. In a year where many strong companies in our market grew at an impressive clip, others faltered. During these periods of growth the challenges of bringing on new buildings in different states of disrepair, staff members from different performance cultures, and resident occupancy varying greatly by geographical market have restricted earning potential for even the industry leaders. To steal a quote from the SeniorCare Investor’s most recent publication, “When someone figures out how to profitably run a large chain but maintain a mom and pop feel, then that company will top the return lists every year.” Whether you are the mom and pop provider or you’re trying to create that feeling within your community, personal attention to detail and a level of concern for the quality of life and security of your residents is what creates the “I’m home” feeling.

Being there when a resident needs you, responding with the same passion you would to your own family, being able to know when you miss and make it right; these are just the first steps to creating the feeling of home. You’ve got dinner, the air conditioning, the community bus, and putting green to worry about. Let us tell you when to worry about a resident’s security and emergency health needs require your attention. Let us take care of the compliance to your internal policies.

There is amazing new and innovative technology being created every day by us and companies like ours that goes under-utilized. Many of you already own it and just aren’t taking advantage of what you’ve already bought. All you have to do is invest the time to better understand how knowing what you don’t know can change the lives of your residents.

Here’s a quick tip to ensure that your key team members are really in touch with what happens at the front lines of your communities. Follow the steps below to enable a notification sent directly to your cell phone every time a resident waits more than ten minutes for assistance. You may think your front line is staffed appropriately and responding with the same passion you would, but this will let you know for sure.

Log into your Auditrak reporting package at www.auditrak.com and select the My Auditrak tab.

Select the Contact Methods link on your My Auditrak page and ensure that your contact information is correct.

 Once your contact information is correct go back to your My Auditrak tab and select the link for Event Notification Setup.

If I were interested in Emergency Call events I would select that option from the list, it’s the last item listed in the above image, then select the option for Report after and change the value to 10 minutes.  If I select SMS as the notification option I will now receive a notification every time an Emergency Call at the selected community reaches 10 minutes without being responded to by the staff onsite.  This will give any executive a real time feel for what’s happening at the community level.  Allowing you to intervene and change the experience of your residents in nearly real time can make the difference between the feeling of home and the feeling that they are alone an uncared for.

If you’re interested in having a discussion or seeing a demonstration about how the systems you already own can allow your team to better focus their time on what matters most and ensure that leaders in your company know when things aren’t right on the front lines send me an email at mgraham@tel-tron.com or give me a call at 386-523-1078 so we can start the changes today.

“What you do speaks so loud that I cannot hear what you say. “

“What you do speaks so loud that I cannot hear what you say. “

Ralph Waldo Emerson

turn·key / ˈtərnˌkē/• n. (pl. -keys) archaic a jailer.• adj. of or involving the provision of a complete product or service that is ready for immediate use.

We’re not big on talk here at Tel-Tron, we sell turnkey solutions and actually provide the same.  Every project that Tel-Tron partners in embodies the idea that the whole truly is greater than the sum of its parts.  Tel-Tron has been the leading manufacturer of emergency call systems for decades but we don’t stop participating at the end of the production line.  Tel-Tron provides the highest quality and most consistent turnkey solutions because we ensure that the equipment we took so much care to design and manufacture actually gets implemented in the way it was designed.  Tel-Tron project managers, trainers and support staff are with your team from the moment you buy the system to ensure that shortcuts aren’t taken, steps aren’t missed and that you always get the same consistent quality that allows you to concentrate on providing the best care to your residents.

I’m sure many of you have been involved in projects where fingers get pointed, excuses are made and it’s nearly impossible to find anyone who assumes responsibility for anything, the Tel-Tron turnkey solution for emergency call systems couldn’t be more different.  Many of our competitors use dealers, electricians, general contractors or maybe even the subcontractor doing the fire alarm system to act as the responsible entity for their emergency call system needs.  That subcontractor may then subcontract the job out to someone else when they get busy installing fire alarms.  The end result is layers of incompetence.  Tel-Tron project managers only manage projects that include Tel-Tron emergency call systems, they test every device, they ensure your staff is properly trained; they coordinate integrations with other vendors and are at your community ensuring that the transition to your new system is as seamless and unobtrusive as possible.

Our project management team ensures that everything from system design drawings, pre-requisite installation requirements, training, reporting and every other aspect of the system installation and operation are all handled by the same team of experts that are always accountable to you.  We’ll provide you with updates, project schedules, integration documentation and even coordinate the meetings with any other technical partners that need to be involved.  With decades of experience, industry certifications and an ownership mentality regarding your investment there is no need to look any further than your team at Tel-Tron.

Put us to the test..  Let us know what’s important to you, how you wish it worked, or just paint us a picture of the destination and then turn us loose to ensure your vision gets fulfilled.  We let our actions do our talking and can’t wait to show you how different things can be when Tel-Tron provides a true turn-key solution for your senior living community emergency notification needs and more.  Look for our blog next month on the advantage of Tel-Tron’s distributed regional presence and how we leverage those resources to manage your installation with Tel-Tron factory certified project managers for less than many of our bloated competitors while still providing services they can’t or won’t.

Training the Trainer – It’s As Easy as Staying at a Holiday Inn Express

All of the latest and greatest technology, coolest software and state of the art reporting capabilities are nothing more than really expensive paper weights without proper training.  I’m always amazed at how many people think that just because they use something they are somehow now an expert on how to teach other people how to use the product.  The fact that I watch the Daytona 500 every year, drive a car to work, have seven speeding tickets to my name and look great in a fire suit and helmet doesn’t make me a race car driver and it certainly doesn’t make me capable of teaching someone how to drive a race car.  We often get familiar with the products that we use daily, even comfortable.  Our understanding of those products grows the more we use them.  That’s great; we all need to learn more about the tools we use.  The problems start when our confidence exceeds our knowledge.  Knowing how to use a product in a limited scope is far different than understanding a product well enough to teach any user how to use it in any application.  Remember, just because you stayed at a Holiday Inn Express last night doesn’t make you a trainer.

One of the traps that non-professional trainers fall into is that they assume everyone uses the product just like they do.  The person that trained them probably felt the same way.  The conclusion of this informal passing down of knowledge is that things get distorted through perceived experience rather than fact.  Observation can be a great tool in understanding something but often a misinterpretation of some coincidental event gets wrapped up into the “myth of operation” that is passed down from person to person until what new employees are learning barely resembles the information that was originally introduced with the new product.  Things get lost in translation, people hear what they want to hear, short cuts are taken and people without a passion or interest in training treat the endeavor accordingly diminishing the product delivered to the people that need it most, the newest members of your team.

How do we combat this?  How can we ensure integrity of the information being disseminated and confirm that the people that need it most not only comprehended what we taught them but also can implement it now?  How can we continue to reinforce these lessons?  How do we keep that base of knowledge growing?  All relative questions that operators deal with everyday, turnover isn’t going away.  Tel-Tron Technologies has a training program called “Train the Trainer” that addresses all of these problems and more.  It’s free to you and our involvement with your team NEVER ends.  We are always there to help you grow and continue to support your onsite trainer provide the best professional training practices to your staff the day they start and reinforce those lessons throughout their careers.  Let’s get down to the details and see how it’s done.

We help identify a trainer at your community if you haven’t already.  Trainers are a special breed and not everyone is right for the job, we can make sure you get the right person in the right spot.  Once we have identified the right person we make sure they have the right material and ensure they use the right process.  We start out by ensuring that five basic concepts are put into practice:

  1. There is a difference between listening and learning!  I see people paying attention almost every time I teach a technical class.  If I’m not on my game, continuously involving the learners then it is almost a guarantee that many won’t be able to retain or use the information I provided in as short a time as an hour later.
  2. Not everybody learns the same way.  Unless you have years of experience and a lot of familiarity with your students your probably won’t be able to figure out how your students learn in enough time to be effective.  Do your students learn better through visual examples, auditory examples or tactile examples?  We teach you to provide examples in all formats and ensure that you have the material, produced and provided by us, the manufacturer, to meet your employees’ needs.
  3. Asking good questions is more important than providing all of the answers.  We help your employees use the Socratic method of critical thinking to ensure that these are lessons truly learned not just taught.  Using a dialectical method that involves discussion and logic rather than a recitation of facts is always more effective for long term retention.
  4. Keep the lectures to an absolute minimum.  Slides too.  We provide you talking points and PowerPoint presentations but more importantly we teach you why you should use them sparingly and how to teach your employees using other medium that are more effective.  Interactive learning, games, role playing and other techniques are at your fingertips and provide a much richer experience for the learner.
  5. It isn’t about what you know but what your students learn.  Proving how smart you are to your audience is not conductive to a great learning environment.  You don’t have to be a college professor with a PhD in a given subject to be a great teacher.  In fact many “teachers” with those credentials are awful.  Focusing on the needs of your students, understanding how they learn and keeping them engaged are far more relevant than your technical base of knowledge.  We help you develop those skills throughout our partnership.

By providing your onsite trainer with the tools they need to be successful and self-reliant your life gets much easier.  Cost of ownership goes down.  Over 80% of all calls to our technical support center are related to operational instruction.  Over half of our onsite service is related to operational misinformation.  Imagine saving 70% of your employees time related to technical issues and 50% of your annual cost on service.  Remember, we provide this service free with every new installation or upgrade.  Consistency of delivery is no longer a problem, we provide you the training materials, hands on tools, DVDs, quick guides, testing materials and online learning services that ensure the technical materials you need to do your job are current and consistent.  We’re with you every step of the way, you’ll have a personal “Train the Trainer” mentor that guides you through the process for as long as you need and is standing right by your side the first time you’re in front of a class.  That’s what a partnership is about and that’s what you get every time you do business with Tel-Tron, your partner for life.  Don’t just take our word for it, listen to what our partners and training participants have to say.

Tel-Tron Technologies: Proudly Made in the USA

“Made in the USA”

Tel-Tron Technologies - Made in the USA

So I’m sitting on my couch this Memorial Day and it occurs to me being “Made in the USA” means more than a label on the bottom of a toy, although even finding one of those is becoming less and less likely without really making an effort to make that choice.  America’s rich tradition in manufacturing lives on at places like Holgate toys, Orb Audio and Tel-Tron Technologies.  Now I’m obviously a little partial to things “Made in the USA”, I don’t own a foreign car and I do my best to buy products that are made here or at least have an investment in our nation’s success.  I also get to choose where I work and what that says.  I work for Tel-Tron for a lot of reasons; one of them is that it’s an American owned and operated company.  I’ve worked for some pretty big technology companies in the past and the difference between an American owned company and foreign owned and operated company can be quite different when it comes to culture, decision making process and service.  Even taking small parts of your business and moving them offshore can prove to be an alienating and frustrating experience for business partners and customers.

Imagine that your new emergency call system is made by a company like ChinaCorp Healthcare Systems and you’ve been buying these systems for years, as a matter of fact you just put them in your new flagship community and proudly display your use of their product on your corporate website.  As luck would have it three years ago the manufacturer of your emergency call systems, China Corp Healthcare Systems had problems meeting their government mandated margins so they stopped their once semi-rigorous testing process in order to push more product out the door faster.  ChinaCorp Healthcare Systems makes lots of things; they also make defibrillators, thermometers and fluorescent light bulbs for the waiting room.  As the emergency call systems are rushed off of the assembly line and boxed so that resources can be diverted to the outgoing defibrillators twenty customers were just shipped the liability of a lifetime.  Nothing was tested, even though ChinaCorp Healthcare just started getting new memory chips from a new vendor.  Nothing was tested, even though their plant flooded last month and hadn’t been inspected or recertified by any regulatory agency.  Nothing was tested.

Things seem to be going pretty well it’s been a few years and no one has noticed any problems with ChinaCorp Healthcare’s new emergency call systems.  It’s Friday, because this sort of thing always happens on Friday, the phone rings and the IT administrator for your company calls and says there is a problem with the emergency call systems at your properties.  It’s “just stopped working” and it seems to have happened at three or four communities at once, he thinks you’d better get down there.

It’s the memory chip from the new vendor; it’s failed in fifty percent of systems.  ChinaCorp found out about it last month, they’ve been working on a new source for the problematic memory chips; the old vendor is making hard drives now.  They think they can have some replacements made in about four weeks and then there’s that six weeks to ship them here, by boat.  No ChinaCorp Healthcare doesn’t have an Engineer that can come over and take a look, no they don’t care that you’re inconvenienced, no they can’t find a temporary solution, no they don’t care when you talk to their technical support representative in Malaysia and get the runaround instead of the truth about what is happening.  As you contemplate the next ten weeks of operations, having to run your communities without emergency call systems it washes over you.  You remember when this happened last year it was a similar problem with your computer, it was a bad memory chip, you called Dell and they were there on Saturday, new chip, computer working.  I should have bought “Made in the USA”.  Here’s a link to a pro manufacturing in China blog, even pro outsourcing advocates understand the risk and difficulty of manufacturing goods in China and ensuring the quality is acceptable.

“Made in the USA” has always been synonymous with Made with Pride.  Nothing has changed.  I see the rigor with which Tel-Tron employees ensure the quality and reliability of their products every day.  It’s a level of dedication and loyalty that is hard to find.  I’ve seen our company make mistakes, it’s what happens after the mistake that differs us from ChinaCorp Healthcare.  We have integrity that doesn’t waiver.  Every product is “Made in the USA” and because we take pride in that, it has to mean more than where the equipment is manufactured.  Yes it’s manufactured here, yes it’s designed here, yes it’s supported here but so what, how does that make us any better than the next guy?  It’s a matter of pride, ownership and commitment.  It’s the ability to respond to an assembly line problem immediately, not weeks later.  We walk through our manufacturing floor every day.  We use the products that came off of the line every day.  We hold ourselves accountable and take pride in what we produce every day.

If you have ever bought an emergency call system from a company like ChinaCorp Healthcare then you have probably never met their CEO.  Their executive staff is probably never in your buildings.  The people that actually make the equipment that you count on to protect and even save lives is likely made by people that have no idea what the culture in your community is like, the pressure to never miss a call, the look of disappointment in the family members of those we have been entrusted to protect when their “widget” fails.  Our manufacturing team understands the nature of our partnership; they have spent time in your communities.  They understand that they are charged with manufacturing a product that they would trust to save their own mother’s life.  I doubt that anyone at ChinaCorp Healthcare has a family member in your community.  My grandmother passed away of natural causes in one of your communities, it had a Tel-Tron emergency call system.  She used it often and without fail.  My story isn’t unique.  Over half of our senior management team has had a loved one under our joint care; in your community and using our emergency call system.  We all sleep well every evening.  We know that we’re right around the corner.  We know that there are no lengths that we won’t endeavor to ensure that safety of or our charges.  We take pride in what “Made in the USA” means and we ensure that pride is reflected in the quality of every product, installation and customer interaction.

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