Senior Living Communities : Operations Management and Marketing for Assisted Living, Congregate, and Continuing Care Retirement Communities

Foreword ix Jim Moore Acknowledgments xi I. Administration Introduction 3(17) Financial Principles 20(16) Management and Human Resources 36(19) Safety, Risk Management, and Privacy 55(14) II. Resident Services Concierge and Reception 69(7) Resident Relations and Health 76(22) Transportation 98(4) Activities and Enrichment 102(11) Food and Beverage Service 113(18) Dining Services 131(18) Housekeeping 149(12) Laundry 161(7) Maintenance and Capital Improvements 168(13) III. Marketing and Sales Marketing 181(32) Sales 213(27) Coordinating the Move 240(14) Managing Turnover: Operating and Marketing Stabilized Communities 254(11) IV. Other Personal Care 265(13) Caring For People With Memory Impairment 278(11) Architectural Design Considerations 289(48) Appendixes Fifty Questions Frequently Asked By Residents and Families 299(4) The Development Process 303(2) Operations Audit 305(22) Financing Options 327(4) Critical-Path Tasks for Preopening 331(6) Index 337