Case Study: The Edgewood Centre

TOPICS: career ladders, peer mentoring, coaching supervision, coaching approach to communication, community structure, consistent assignment, benefits

SUMMARY: To improve retention as well as care outcomes, The Edgewood Centre has invested in its workforce in ways that support a culture of respect, good communication, efficiency, empowerment, and support.

Learn how this family-owned, for-profit business in Portsmouth, New Hampshire has succeeded in achieving a reputation for both high-quality care and high levels of satisfaction among its 230 workers.

Download the Edgewood Case Study (pdf 952k)

Download the Edgewood Overview (pdf 521k)

PODCAST: Coaching Supervision

Patricia RamseyEdgewood owner Patricia Ramsey discusses how the concept of coaching supervision has transformed her business and empowered employees.

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Recorded: October 22, 2009 | Duration: 03:09 | download mp3 (2.9MB)

PODCAST: Consistent Assignment

Tricia CummingsEdgewood administrator Tricia Cummings discusses how a commitment to consistent assignment has improved care outcomes.

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Recorded: October 22, 2009 | Duration: 02:48 | download mp3 (2.6MB)

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Edgewood sign
Edgewood staff repeatedly report that the organization's leadership is highly accessible.

Outcomes at Edgewood

Employer Outcomes Decrease in LNA turnover from 52% to 37% in 3 years, for a savings of nearly $60,000 and 248 supervisory hours
Decreased annual ratio of call outs per LNA by nearly one half, for a savings of $80,000
Decrease in lost work days due to work-related injuries from 73 in 2008 to 4 in 2009
Decrease in workers' compensation claims by 85% from 2006 to 2008, for a savings of $277,500
Increased efficiencies as employees are empowered to solve problems, freeing up leadership time to focus on broader business strategy
Employee Outcomes Statistically significant increases in overall employee job satisfaction and satisfaction with organizational support from 2006 to 2008
Career advancement opportunities with associated wage increase
Resident Outcomes Decrease in average monthly pressure ulcer rates from 3.39 to 1.26
Over past four years, 88%-100% of residents and families reported in satisfaction surveys that they would recommend the Edgewood Centre to others.

About the Case Studies

The Business of Caregiving is a series of case studies showcasing exemplary employers in the eldercare / disability services industry.
The organizations featured in this series have been selected for illustrating a "quality care through quality jobs" approach to sustaining and growing a long-term care business.
Support from The Hitachi Foundation helped make these case studies possible.