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Welcome to freedom of expressions. At Sulik Health Care Services, we believe that the success of our business is closely related to our customers (residents/families, volunteers, vendors, visitors, and employees) involvement. Since the residents/families are in constant contact with the day-to-day operations, they have the information needed to keep the business running successfully.
Theft, fraud, mistreatment of residents and/or their families, or inappropriate behavior of employees, families, visitors, or anyone else, should not be tolerated. We strive to provide the best possible care, to promote a home-like environment, while changing the image of nursing homes, one facility at a time. When a resident or family member has a bad experience or possesses a negative feeling toward our facility it hurts everyone. We would first like to encourage you to feel comfortable talking directly to the facility Administrator or to the Director of Nursing. These individuals have been hand picked and are committed to enhancing the quality of care for their residents, families, and staff. However, we also understand that there may be times when you would feel more comfortable remaining anonymous or may be your concerns involves a member of the facility's management team and your comments/concerns need to be hear at the corporate level. Therefore, we would like to offer a completely confidential way of reporting key information that could ultimately make our facility a better place for EVERYONE!
I. What is ECHO?
ECHO is a way for you to report directly to the top — to express confidentially and anonymously your concerns and offer your suggestions about the facility through the confidential telephone hotline.
ECHO is a toll free telephone hotline designed to accept your information without the facility knowing who you are.
II. How does ECHO work?
When you call the ECHO confidential line, you will be requested to NOT give your name. Instead, you may wish to select a confidential ID. With your confidential ID, you will be able to report follow-up information at anytime.
You will then be asked a series of questions that will help ECHO do its job to assist you. The information you give is then given directly to the CEO (E. "Pete" Sulik, Jr.) or the next designated administrator.
Most problems can be resolved within a short period of time. Communication of such problems is the key. This facility wants you to feel safe and proud of the facility you have chosen to care for your loved one.
III. Is my identity confidential?
YES, you will remain anonymous. Since you are requested NOT to give your name, you remain anonymous. It is possible that some of the things you say may reveal your identity, if possible, the ECHO staff member will help you find a way to report the information without revealing the specific things that identify you.
IV. Who will answer the hotline?
ECHO has a staff of trained responders to handle communications. Since the staff members are interested in the residents and their family members, they are required not to take a side on any issue or make a judgment of your information. ECHO's experienced and knowledgeable staff responders understand how hard it is for residents and/or their families to get valuable information to the top without possible negative consequences. The ECHO staff responder understands that fraud, theft, abuse, sexual harassment, inappropriate behavior, or mistreatment of a resident hurts everyone in the facility.
You are welcome to call as often as needed or desired. ECHO hotline responders are required to not answer specific questions about your facility, give their identity, or give advice.
V. What does my facility think of the ECHO program and me?
The facility who cares enough to hire this confidential service fully supports residents and/or their family members who go directly to the top with problems and solutions.
- Your facility has agreed to pay a monthly fee for you and others to call ECHO confidentially to express your concerns about the facility.
- Your facility is so dedicated to helping you reduce inappropriate acts, negative outcomes or feeling, that is has employed the services of ECHO.
Since ECHO gives you a voice, take advantage of it by contributing your valuable information to help the facility operate as effectively and efficiently as possible. With your help, we can change the image of nursing homes, one facility at a time!
VI. Is ECHO for complaints and negatives only?
No. Your input is vital for this facility's success. Ideas, suggestions, and compliments are requested and encouraged. This hotline is an important tool to enhance communications throughout our company.
VII. What can I expect after I call?
You can expect that your information will be reported to the CEO or the designated administrator so that he can take whatever corrective action is necessary.
You can expect ECHO to be there when you need it.
VIII. Can I really make a difference?
Yes. You certainly can make a difference. Your contribution can help the facility run more efficiently and deliver the highest, quality care Your information can prevent costly embezzlement, thefts, liabilities, lawsuits, and help to create a loving, nurturing facility that EVERYONE can be proud of.
Indeed, YOU can help us to make a difference in long term care!
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First, please do not give your name. You may select a Confidential ID (name and number) so that we can refer to this information if you choose to call again about the same matter. Next, do identify your facility. Then answer as many of the questions as you can, giving details.
Concerns/Problems
1. What is the nature of the problem? (Such as harassment, (sexual, aggressive, etc); abuse/inappropriate behavior (physical, verbal, or mental), criminal activity (theft, fraud, assault, etc.), destruction (equipment, supplies, etc), missing items (personal affect, laundry, gifts, money, etc.)
2. Are you or your loved one personally affected or involved?
3. When did this problem first occur?
4. Where did this problem/incident first occur (division-location)?
5. Who is the involved and what department? (John Smith a nurse aide, or Sally ? a charge nurse, etc.)
6. Is anyone on the facility's management team aware of this problem? (Administrator, Director of Nursing, Social Worker, etc.)
7. Is the problem still occurring?
8. How often has this problem occurred?
9. What do you think should be done about this?
Suggestions
1. What area does your suggestion concern?
2. What is wrong with the way things are done now?
3. How would you make improvements?
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