Helping
Others
ORGANIZATIONAL
ACCOUNTABILITY
ANNUAL REPORT
2015
2,500
EMPLOYEES
RES
I
CENT
E
R
1,779
PEOPLE
SERVED
COMMUNITY
BENEFIT
DONATED
$1,682,855
S
JOBS TO
CA
R
PEOPLE
SERVED
ER
PEOPLE
SERVED
IN G
2,259
I
NG
3,122
BLE HO
A
D
US
AFFO
TIAL L
VI
Enhancing
Lives
N
DE
Front Porch University
Front Porch University is not a place but a culture of learning and commitment to the pursuit of excellence
on behalf of meeting needs ... a blending of mission and method.
LEADERSHIP COLLEGE
Front Porch Leadership College, part of Front Porch University (FPU), is designed to meet leadership training needs for
managers, supervisors, and executives. At this time, there are three tracks that are evolving.
“Over the years, the interesting topics discussed
made me appreciate the workshops within Front Porch University/5-STAR
College. Conducting these workshops has given me wonderful opportunities to
evaluate myself, as well as my attitude towards my colleagues and the workplace.
These workshops have facilitated the interaction between all levels of employees
and improved our professional performance.”
— Anca Vancea, room tray coordinator, Wesley Palms, Ambassador,
Class of 2014 Service STAR
l Leaders Essentials orientation provides new
Front Porch leader-managers with a baseline
of information essential to their success in
sustaining the Front Porch culture of meeting
needs through ‘human serving.’ Front Porch
conducted two Leaders Essentials orientation
meetings this past year.
l Skills-Up for Leaders! offers workshops and
education to develop leadership skills. Yearly
InsideOut Coaching workshops are offered to
all new leaders.
l Executive Excellence provides on-going train-
ing and learning opportunities for Front Porch
executives.
FPU/5-STAR College Master Trainers create, develop and teach curriculum to line staff Service STARs who in turn,
conduct workshops to colleagues at their Front Porch communities.
627 line staff have taught more than 750 Service Excellence workshops in the past 11 years. 18 percent of the
5-STAR College Service STARs have been internally promoted.
“In meeting with our 5-STAR College team,
I was struck by how much they’d all grown as people and as leaders. The formerly
shy or reticent among them had found their voice. They were all confident and sure of their
message and they were comfortable, even excited about pitching new ideas. I’m certain
this 5-STAR College experience has changed the way they perceive their jobs.”
— Lea Davis, executive director, Walnut Village
5-STAR COLLEGE
‘Imagine … Service Excellence’ was the theme of this 11th year of the Front Porch 5-STAR College and content has
successfully integrated throughout Front Porch through 72 Service Excellence workshops and community Department DOer meetings. 5-STAR College has provided leadership, teamwork and quality improvement training this
year to more than 1,800 employees.
Front Porch continues to embrace What is Humanly Possible?SM in this year’s workshops, exploring ‘Imagine’, one
of the eight Humanly PossibleSM actions. Front Porch encourages everyone in our system to become better innovators to meet the needs of the people served inside and outside of Front Porch communities today and in the future.
Social Responsibility
IMPROVING A SHARED WORLD
“Social accountability is defined as a measure of an organization’s commitment to its mission, its
stakeholders, and the greater community and demonstrates fulfillment of the requirements and
expectations of tax-exempt organizations.”
– Quality First
“I became interested in becoming a Service STAR in
this program when I found out the program was about things such as respect,
accountability, dignity, attitude, responsibility, excellence, delighting the residents, leading by
example, and teamwork and trust. I then became an Ambassador. As an Ambassador I enjoyed
being able to support, coach, and encourage new STARs.”
— Lani Thiel, assisted living manager, Wesley Palms, Point Person,
Ambassador, Class of 2008 Service STAR
2
Do you have a community benefit project that might be eligible for Social Accountability
in Action funding?
In the past 10 years Front Porch has contributed more than $38 million in social accountability efforts. Designating
funds specifically to Social Accountability in Action for Front Porch was initiated in 2010. Allocations of $250,000 in
annual funding began in 2011. The availability of these funds enhances the Front Porch mission of meeting needs
through excellence in ‘human serving’ by providing grants which support projects, programs and services that are
designed to improve lives.
3
The Social Accountability in Action council receives grant requests and considers established criteria to determine
the funding awards. While support may be provided to programs within Front Porch, the primary focus is to support
efforts in the broader community external to the Front Porch family.
SUPPORT AND ENGAGEMENT WITH THE OUTSIDE COMMUNITY
— HOW DOES FRONT PORCH CONNECT WITH ITS NEIGHBORS?
In FYE 2015 funding was approved and distributed for
the following grants:
Claremont Senior Services – REAL Connections
Habitat for Humanity.
l Cecil Pines’ annual car show is a hit with local Floridians and collected more than $25,000 in donations to benefit
Alzheimer’s research.
program for seniors living at home. $10,000
l Carlsbad By The Sea provided food donations to the Women’s Resource Center in Carlsbad.
Resounding Joy – Interactive music to enhance quality of life for seniors at San Diego senior community
centers. $15,000
l Front Porch communities and Front Porch’s Home Office provided meeting space to several charitable organiza-
l CARING Housing Ministries and Front Porch’s Home Office staff participated in a home building project with
tions and for voter polling stations resulting in 16,000 hours of community activities.
l Vista del Monte Fitness and Aquatic Center hosted a weekly braille swim class.
Cityteam San Jose – Health and school supplies to
meet needs, including school backpacks, hygiene
kits for homeless, learning center software upgrade.
$14,850
EDUCATION-LEARNING OPPORTUNITIES
l More than 1,100 “Finding Your Way” booklets were provided to those engaged in planning for difficult end of life
decisions.
PETS – Supplies provided to Cecil Pines residents to
build 200 personal energy transportation scooters
(PETS) for disabled people in third world countries.
$5000
Friendship House Louisiana – 12 reclining chairs for
adult day services organization. $8,000
l Student interns gain practical experience: A gerontology graduate intern is an ongoing member of the Winners’
CircleSM program assessment team; Kingsley Manor provides three local gerontology students with housing and
volunteer opportunities to interact with residents; two University of California San Diego interns gained experience at Carlsbad By The Sea and Fredericka Manor.
l Communities provide classroom space for several community college classes and hands-on training for nursing
and nursing assistant certification programs. Walnut Village served as a clinical training site for five nursing student programs.
Santa Barbara Alliance for Living and Dying Well –
Community education on advance healthcare directive, license for video, iPads for instruction. $30,000
l Individuals with differing abilities are provided opportunities to gain meaningful work at Claremont Manor and
Fredericka Manor.
LeadingAge (National) – Pathways Project to advance funding sources for long-term care services
and supports. $25,000
l Employee scholarships through Front Porch’s partner organizations: California Lutheran Homes and Community
Services, FACT Foundation, Pacific Homes Foundation and Sunny View Lutheran Communities and Services.
St. Barnabas, Glenner Day Care – PARO a robotic pet therapy tool for memory care. $12,000
Employee Fundraising Matching Funds – Funds provided to Alzheimer’s Association and Habitat for Humanity to
support employee fundraising. $16,858
Below lists the calculation of activities for which an assigned dollar value of time and resources are contributed by
Front Porch. Resident and employee volunteer hours are not included in the dollar values.
Benefits to Community
FYE 2015
FYE 2014
1,682,855
$
$
1,574,873
FYE 2013
2,355,479
$
HEALTH AND WELLNESS
OPPORTUNITIES FOR THE OUTSIDE COMMUNITY
l Intergenerational supportive music program at Wesley Palms is a benefit to the residents and the elementary
school children trained in the program.
l Exercise classes, including aquatics, tai chi and chair yoga are offered at Casa de Mañana, Villa Gardens and Wesley
Palms.
l Toddler swim lessons, fitness and aquatics classes and open swim at Vista del Monte serve more than 300 commu-
nity members.
Uncompensated Care
Total
4
$
2,357,743
$
4,040,598
$
$
2,472,451
$
2,154,869
4,047,324
$
4,510,348
5
Partnering--Together We Can Do So Much
“Strive not to be of success, but rather to be of value.”
using iPods and personalized music playlists. FPCIW also partnered with CARING Housing Ministries and the ERB
Foundation, a senior center serving Filipino veterans and other adults, to provide virtual mental health services with
licensed therapists to seniors through iPads in English, Korean, and Spanish.
— Albert Einstein
One of eight residents from Sunny View Retirement Community who took part
in a year-long feedback program for the purpose of improving the Alter G Bionic
Leg. It is a computerized, bionic device that is strapped onto the leg and provides
assistance to a patient’s impaired leg by assisting in relearning leg motion and
improving the ability to place weight on the affected leg.
Partnerships have been a part of Front Porch’s organizational DNA since its inception when three like-minded
organizations with shared values merged to create Front Porch. Front Porch’s founding partners continue to maintain their distinct identities and histories through their separate foundations and social ministry organizations. As a
result, Front Porch is a veritable gathering place for ideas, innovations, opportunities and strengths.
In addition to resident assistance, scholarships, special programs, and community capital improvement funds
that benefit residents, here are some examples of the outreach, advocacy and educational programs funded by
Front Porch’s partner social ministry organizations and foundations and supported by Front Porch to benefit the
broader community.
Front Porch Center for Innovation and Wellbeing (FPCIW) explores innovative uses of technology to empower
individuals to live well, especially in their later years. Over the last year, FPCIW has been involved in several projects
that partnered with community organizations; in working with Villa Gardens and the St. Barnabas Senior Services
Adult Health Daycare Center, FPCIW pilot tested ‘Music and Memory’ to improve the care of adults with dementia
A resident receives
telemental health
therapy services
through a weekly
video chat on an
iPad.
California Lutheran Homes Center for Spirituality and Aging and the Sunny View Center for Spirituality and
Aging work together to transform the way long-term care communities and faith communities meet the needs of
older adults based on the understanding that aging is a spiritual journey. As part of the CLH Center’s 15th anniversary, it is hosting the 6th International Conference on Ageing and Spirituality on October 4-7, 2015. The theme of this
year’s conference, which takes place in the United States for the first time, is “Paradox and Promise in the Spiritual
Pilgrimage of Aging” and features international speakers and leaders who will discuss the spiritual journey of aging
and what the realm of spirituality and religion brings to the current, world-wide discussion on the reality of aging.
Front Porch Gallery is dedicated to the belief that ‘art creates community.’ The Gallery is a forum through which
residents and staff at Front Porch and CARING Housing Ministries communities as well as local senior artists and
other not-for-profit organizations can share their stories through art.
VOLUNTEERS
Jose Vizcarra, 68, a member of the St. Barnabas S. Mark Taper Foundation Adult Day Health Care Center, often gets
up from his chair to dance when listening to his iPod. Maria Moreno, a certified nursing assistant at the Center,
helps load personalized music on his playlist.
6
Volunteerism is a basic expression of human relationships. It is about people’s need to participate in their societies
and to feel that they matter to others. Front Porch strongly believes that the social relationships intrinsic to volunteer work are critical to individual and community wellbeing. The core of volunteerism is infused with values
including solidarity, reciprocity, mutual trust, belonging and empowerment—all of which contribute significantly to
quality of life.
7
Ethical Practices
Quality Assurance
What does the Front Porch Ethics Service do? Perhaps the better question is, what is the ‘job to be done’? The answers to that question keep us both vibrant and viable.
Monthly quality assurance nursing visits to Front Porch communities concentrate on past performance from state
and federal surveys throughout Front Porch and combine this information with an array of assessment tools, community performance measures, and quality measures to review resident care practices and regulatory requirements.
California Department of Public Health annual recertification surveys evaluate all aspects of resident care, procedures and practices including information submitted to the federal Center for Medicare and Medicaid Services
through the MDS assessment tool.
“It is better to debate a question without settling it than to settle a question
— Joseph Joubert
without debating it.”
In order to continue doing the right
thing, Front Porch needs to continue
asking questions and continue nurturing
a Front Porch culture of inquiry. It is the
work of the Ethics Service.
The Front Porch Ethics Service establishes an on-going process of education and
dialogue on issues that have significant
ethical implication for residents, clients,
families, employees and the organization. It
keeps the ethics chatter going throughout
the organization. It continues to embrace
and integrate the Humanly Possible?SM
action tools (observe, inquire, collaborate,
experiment, expand, link, imagine, and
inspire) as it does its ethics work.
This past year Front Porch Ethics Resource Committee members continued exploring an expanded view of kindness through the lens of gratitude, service and joy. Ethics committee members discussed foundational ethical issues
and participated in ethical decision-making practice to better handle ethical dilemmas. This year both the north and
south regional committees initiated core values integration projects of ‘Core Values of the Month’ and ‘Core Values
Confection Days’ in order to highlight core values in action at their communities.
Ethics Resource Committee meetings provide a venue for ethics representatives from all communities to hone
their personal and professional ‘ethical mindedness.’ This past year Front Porch hosted a special guest speaker, Dr.
Shlomo Sher, who led us in discussions on ‘Philosophy made Practical, What is the Good Life? And Can it Be Measured?’ The charge of Ethics Resource Committee representatives is to then share information with their greater
Front Porch community.
“Front Porch supporting and embracing a separate
Front Porch ethics service holds us, as employees, individually and
collectively to a higher standard. Most organizations have a compliance department
(to check on whether we are following rules/regulations which is important in this highly regulated
field). Front Porch intentionally has a separate ethics department (that goes beyond the question
of can we do this and asks the question ‘should we be doing this?’)
This is significant.”
– Lauren Moulton-Beaudry, Ed.D, ethics and education director
8
HEALTH INSPECTION
A deficiency is defined as the facility’s failure to meet a requirement specified in the State Operations Manual. There
are four severity levels ranging from no actual harm (A,B,C), no actual harm with potential to harm (D,E,F), actual harm
(G,H,I) and immediate jeopardy to resident health or safety (J,K,L). The three scope levels are determined by the number of residents affected.
Below is a list of the findings for all communities surveyed for the previous five years. Front Porch’s target is for each
community to have nine or less deficiencies with a scope and severity level of an E or less. This year, Front Porch Communities’ annual surveys ranged from zero to ten deficiencies. The five-year trend is fewer deficiencies each year!
ANNUAL LICENSING - RECERTIFICATION SURVEY
Front Porch Results for Surveys Conducted between April 1 and March 31 each year
Number of Communities
FYE 2015
FYE 2014
FYE 2013
FYE 20112
FYE 2011
8
6
8
8
9
Scope and Severity
A
B
2
1
C
1
3
1
1
1
6
9
1
D
24
37
35
48
47
E
22
10
12
13
19
2
2
51
55
67
77
F
G, H, I
J, K, L
Total Deficiencies
47
9
FIVE-STAR RATING SYSTEM
DEPARTMENT OF PUBLIC HEALTH SURVEY AVERAGES
The Centers for Medicare and Medicaid Services (CMS)
developed a Five-Star Rating System for skilled nursing care
centers that participate in Medicare or Medicaid. The primary
goal for this rating system is to provide residents and their
families with an easy way to understand the quality of skilled
nursing care centers and make meaningful distinctions
between high- and low-functioning skilled nursing care
centers.
Comparison of Front Porch Communities, California and National Averages
Average Number of Deficiencies per Survey
FYE 2015
FYE 2014
FYE 2013
FYE 2012
FYE 2011
Front Porch
6.5
8.5
6.8
8.3
8.5
California
10.5
10.8
10.2
9.8
10.9
National
6.8
6.8
7.4
7.2
7.3
HOSPITAL RE-ADMISSIONS
Hospital re-admissions have been identified as an important indicator of quality by the federal Center for Medicare
Services. Hospitals may incur financial penalties if they have re-admissions within 30 days for pneumonia, heart
failure and myocardial infarction. Front Porch has focused on reducing hospital re-admissions by working with the
directors of nursing at each community on the following areas:
l Developing protocols for assessing residents.
This rating system features an overall Five-Star rating
based on performance for three types of performance measures: health inspections, staffing and CMS quality measures.
The overall rating must be posted at each community. Only
the top 10 percent in each state receive a five-star rating. The
lowest 20 percent receive a one-star rating. As of March 31,
2015 the Front Porch care center ratings are listed below.
l Reviewing those residents who were re-admitted to determine if the re-admission was preventable.
l Staff education on communication with the physicians and family members.
l A ‘Safe Return to Home’ pilot program that focuses on medication management and home safety.
FRONT PORCH COMMUNITY STAR RATINGS
Community
HOSPITAL 30-DAY RE-ADMISSION RATES
Carlsbad By The Sea Care Center
18
16
★★★★★
★★★★
★★★★★
RN
★★★★★
OVERALL
Claremont Manor Care Center
★★★★
★★★
★★★
RN
★★★★★
★★★
Fredericka Manor Care Center
★★★
★★
★★★★
RN
★★★
★★★★★
12
OVERALL
Kingsley Manor Care Center
11.33
10
9.8
8
10.1
9.79
9.45
★★★
★★
★★
RN
★★★★★
★★
OVERALL
8.66
Sunny View Care Center
★★★★★
★★★★★
★★★★
RN
★★★★★
★★★★★
6.17
5.99
4
6.65
OVERALL
Villa Gardens Health Center
★★★★★
★★★★
★★★★
RN
★★★★★
★★★
OVERALL
2
0
Quality Measures
OVERALL
14
6
Staffing
★★★★★
18
PERCENTAGE OF READMISSIONS
Health Inspections
OVERALL
20
Overall Rating
Vista del Monte Rehabilitation and Care Center
★★★★★
★★★
★★★★
RN
★★★★★
★★★★★
Carlsbad Claremont Fredericka
By The Sea
Manor
Manor
Kingsley
Manor
Sunny
View
Villa
Gardens
Vista del
Monte
Walnut Front Porch National
Village
Average
Average
OVERALL
Walnut Village Rehabilitation and Care Center
★★★★★
★★★
★★★★
RN
★★★★★
★★★
10
11
Compliance
Service Responsibility
What is the most highly regulated field for state and federal requirements? Care Centers have now exceeded nuclear
power in the amount of regulations that govern our field of service. Front Porch focuses in making sure that licensing and regulatory requirements are consistently met.
Front Porch has an established
compliance program consistent with
the Health and Human Services Office
of Inspector General (OIG) Compliance Program Guidelines for Nursing
Homes.
The nine members of the compliance committee meet quarterly to develop, monitor and maintain written
practices, standards of conduct, lines
of communication, internal monitoring and enforcement of standards
as described in the OIG guidelines. A
compliance report is provided annually to the audit committee of the
Front Porch Board of Directors.
The Front Porch Code of Conduct
outlines important behaviors required of all employees. Throughout
the past 14 years of the program
Front Porch has had 48 allegations of
violations of the Code of Conduct.
After thorough investigation, seven
allegations were substantiated and
then corrected with disciplinary
action up to termination of the employee involved.
Each resident, family member, and employee is encouraged to participate in an annual written confidential survey to
measure Front Porch’s success on meeting or exceeding their expectations. Front Porch also looks to compare their
results to other organizations across the country by using surveys that have a national database.
Achieving the 75th percentile rating means Front Porch’s performance is in the top 25 percent of communities
throughout the United States.
In the charts and graphs provided on the following pages, you can see how Front Porch service is rated by residents and families. You can also see how Front Porch employees rate their place of work. Note: Rating scales differ
based on the type of survey used.
Affordable Senior Housing Family Overall Satisfaction by Percentage
2015
Overall Satisfaction
2013
2011
2015
Willing to Recommend 2013
2011
75th Percentile
of National Database
50
55
60
65
70
75
80
85
90
95
100
Independent Living Resident Overall Expectation Rating
2015
Overall Satisfaction
2014
2013
2015
Willing to Recommend
2014
2013
75th Percentile
of National Database
12
Not Met
Nearly Met
Met
Exceeds
Far Exceeds
13
Assisted Living Resident & Family Overall Expectation Rating
Care Center - Rehabilitation/Short Stay Overall Satisfaction by Percentage
2015
2015
Overall Satisfaction
Willing to Recommend
Overall Satisfaction
2014
2014
2013
2013
2015
2015
2014
Willing to Recommend 2014
2013
2013
Not Met
75th Percentile
of National Database
Nearly Met
Met
Exceeds
Far Exceeds
75th Percentile
of National Database
50
55
60
65
70
75
80
85
90
95
100
Employee Overall Satisfaction Rating
Care Center Resident & Family Overall Satisfaction by Percentage
2015
Overall Satisfaction
2015
Overall Satisfaction
2014
2013
2014
2013
2015
Willing to Recommend
2015
2014
2013
Willing to Recommend 2014
75th Percentile
of National Database
2013
75th Percentile
of National Database
50
55
60
65
70
75
80
85
90
95
Not Met
Nearly Met
Met
Exceeds
Far Exceeds
100
The ratings are consistent, indicating a high level of performance of Front Porch service responsibilities. Each
year, action plans are developed by the communities to focus on areas where Front Porch could do better.
Front Porch will continue to invite resident, family and employee feedback as a way to measure its performance
in meeting their changing needs.
14
15
Winners' Circle
SM
FRONT PORCH’S COMMITMENT TO YOU
Winners’ CircleSM was established in July 2009 as a program to objectively determine the degree to which Front
Porch communities are adhering to goals and objectives that Front Porch believes are crucial to meeting the needs
of residents, their families, and staff.
Each Front Porch community is reviewed approximately every three years by a Winners’ CircleSM assessment team,
including two people from outside Front Porch. Since the beginning of the Winners’ CircleSM program, 22 assessments have been performed at Front Porch full-service retirement communities and active adult communities, with
18 of the assessments resulting in Winners’ CircleSM designation.
The assessment process includes personal and confidential interviews of residents, family members, and staff;
on-site review of records, observations, physical inspections; and review of resident and employee written survey
results. A total of 77 standards are measured (50 for the active adult communities) with communities having to meet
the requirements on at least 85% of the standards to attain Winners’ CircleSM designation. Final determination of the
designation rests with an independent Advisory Panel composed of six experts knowledgeable in senior housing
and health issues and one Front Porch resident.
“By incorporating its standards and measurements,
best practices, as well as the values and goals important in providing
exemplary service to Front Porch residents and staff, Winners’ CircleSM has served to
reinforce my efforts to lift up such practices to staff as a way to ensure
successful service delivery.”
–D awn C airns , RN, quality assurance director
The Organizational Accountability Group continues its effort to expand the role of Winners’ CircleSM as a vehicle
for sharing and uplifting best practices within Front Porch communities.
16
17
800 N. Brand Boulevard, 19th Floor
Glendale, CA 91203
frontporch.net
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