Over the next 5 weeks, we will be taking a closer look at each of the 5 most prominent Best Practices as stipulated by PASRS. The idea is to explain the reason for these best practices and offer a glimpse of how reality can start to look when not adhered to.
If you’re unfamiliar with PASRS (Professional Association of Senior Referral Specialists), then have a look at our informative blog on the subject here.
Best Practice #1: The Needs of the Client
The needs of the client shall always be the primary driving factor of any referral made to a Senior Referral Specialist Member. The Senior Referral Specialist will always give the family a choice.
While there is much that can be said about placing the need of any client in any industry first, it’s paramount to place the needs of the senior and their family first, no if’s and’s or but’s. When a referral agent prioritizes profit over people, the entire industry suffers. Reputational damage, lack of trust, and zero confidence in adequate placement can mean the difference between life and death for some seniors.
It’s important to remember that these best practices were written to specifically address the concerns and problems the community faced by referral agents who had no previous accountability to best practices. The best practices were written, and cooperation and collaboration with industry representatives included senior living, legal, insurance, hospice, and others. As the group president at the time, Scott Fischer wanted all the agents to declare what was good conduct, consistent with best practices, but he wanted input from other industries to help.
It’s not hard to imagine how things can go awry when a referral agent operates outside of these best practices. Let’s consider a practical example: Recently, a family in crisis contacted us. The senior loved one in question had suffered a stroke and could no longer manage ADLs (activities of daily living, such as bathing, preparing food, or going to the bathroom). The family had used a ‘referral agent’ who never bothered to meet them face-to-face. No in-depth consultation occurred, and the referral agent only emailed now and again. As the family was in crisis and needed to find appropriate senior living immediately, they used the referral agent’s suggestion for an assisted living facility close to their home.
Proximity-wise, this location was perfect for the senior and their family. They could stop by for daily visits and keep an eye on their aging loved one. However, after a few days, the family realized that their senior loved one was not receiving the focused care they desperately needed. Basic hygiene seemed to fall by the wayside, and the family quickly realized that this senior living facility was not right for their loved one.
Upon trying to contact the referral agent, the family realized that this agent was no longer contactable and had changed their number. It was as if this person had vanished into thin air! Where was the recourse? How would the family rectify the situation and find the right senior living community for their aging loved one? Luckily, our team was able to help with a referral that was a better fit for the senior’s healthcare needs, and we were able to move the senior within a couple of days.
While this story is not unique, it warns other families going through a similar predicament. If a referral agent is not operating according to the needs of the senior or is not making the needs of the senior the primary focus, then something is wrong.
What Can I Do to Protect My Senior?
When meeting with a referral agent, be sure to enquire about their professional experience, whether they are a member of PASRS, and if they have any relevant qualifications that enable them to work with seniors. You will be able to notice if their line of questioning is focused on the needs of your senior or whether they are just rushing to get the bare minimum out of you. Remember, meeting face-to-face is the best way to communicate any complex information about the psychological, emotional, and physical needs of your senior loved one. If your referral agent is not trying to do this, be vigilant!
Stay tuned for our follow-up blog next week, looking deeper into the second most important best practice.
Remember, if you need advice, guidance, or a trusted resource, you can contact us at 602-845-1320 or email us.
