Harmony Healthcare Blog

AHCA Provider Lounge Series: Building Quality-Driven Communities

Posted by Kris Mastrangelo, OTR/L, LNHA, MBA on Thu, Apr 20, 2017
Kris Mastrangelo, OTR/L, LNHA, MBA
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Interview with Phil Scalo, CEO of Bartley Healthcare

Kris Mastrangelo, President of Harmony Healthcare International (HHI) interviews Phil Scalo, CEO of Bartley Healthcare located in New Jersey, in the AHCA Provider Lounge.  Phil discusses the importance of providing quality-driven customer-based services.   Phil runs his campus as a community, where individuals can feel confident that when they move in they will always have a place for whatever care they need.    Through customer service initiatives such as surveys, Phil is prepared to meet all of his residents' needs - be it bringing rehab to Assisted Living or providing more private rooms for incoming baby boomers (Audio transcription below).


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Transcribed Audio:

Kris Mastrangelo:   Good afternoon everyone.  It’s Kris Mastrangelo.  I’m happy to be here with Phil Scalo from Bartley Healthcare out in New Jersey.   Phil tell us about your organization

Phil Scalo:  We’re independent owners.  We’re in New Jersey.  We have a campus consisting of assisted living, skilled nursing, memory care and rehabilitation.  We started the company back in 1984.  A small nursing home and now we have a 22-acre campus, full continuum and we have 350 beds and units.

Kris:  Phil, why did you get into long-term care and senior care.

Phil:  Well I’m an attorney by training and about in 1983 some of my clients who were physicians that had a medical practice in a town called Jackson, which was a growing town.  They wanted to be able to build a nursing home where they could take care of their patients that were starting to get old and we decided to build a nursing home.  I didn’t know very much about operating nursing homes and in the beginning it was pretty easy.  We built it with one thing in mind, we wanted to make sure we had a place that we could be proud to send our family, but even more importantly, our best friend’s mother or father. 

Kris: They wanted to build a place that they could send their best friend’s mom.  I’m liking this.

Phil:  That’s how we looked at it.  So, over the years you build an excellent reputation in the community and then I guess about 15, 18 years ago we started expanding and that little place that we would go to once a month to check on some things, and they had about 100 – 120 patients , there is now grown into a bigger operation.

Kris:  It’s amazing.  Amazing story.  Tell us about what you see the future of this entity that you’ve built, but now with all the changes that are occurring – it’s coming at us very fast and furious – how are you going to toggle? What do you see the future is?

Phil:  Well we’ve always focused on quality and a lot of changes being made now are quality-driven.  You know our biggest concern is that it stays that way and it doesn’t become money-driven and you know frankly for us we provide a good quality and it’s very difficult having insurance companies tell you how to take care of someone.  On the customer service side, which is increasingly happening, we’re consumer driven.  I’m a baby-boomer and baby-boomers want what they want and they want it now.  I think calling it baby-boomers is appropriate for that perspective and we’re getting more involved with customer service types of things.  For many years, we’ve done customer service surveys and they’ve become increasingly important.  We just converted a number of our rooms to private rooms because my generation again is looking for that privacy.  Increasingly we’re looking, we’re marketing more on the social service side and we’re becoming more and more community-oriented even more than we were.

Kris: That’s great.  Do you feel as though you have an advantage in your campus because you have an assisted living within it?  Are there any other strategies you could offer?

Phil: Well when we first opened the assisted living we did it because that’s where we released our long-term care residents.  They’re going to wind up in assisted living.  And it’s all gone down where the type of care we give in our sub-acute rehab facilities is basically what hospitals did four or five years ago.  So, from our perspective we offer a continuum.  We guarantee people once they come on our campus we have a place for them and I’ll tell you a funny story.  We had a woman there that was in our AL that had to the hospital for something and was coming out for rehab and we were able to do the rehab in the Assisted Living and she was very upset that she wasn’t able to go to our rehab facility because she wanted her friends to come visit her while she was in rehab.  So, I had to explain to her that she’s really doing much better and she didn’t need to go to rehab, but that’s one of the things that’s very important and we make sure that it’s a community and we make sure people know when you move in with us you have a place for whatever care you need

Kris:  Well we’re grateful for your knowledge.  Phil Scalo from Bartley Healthcare in New Jersey.  Thank you so much for coming today and enjoy the conference.  Good to see you. 

Phil:  It’s always fun.  Thank you.

Topics: Person-Centered Care, Baby Boomers

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