HIE Case Study: CRM Solutions in Elder Care at the Maplewood Nursing Home


The Maplewood is a family-owned, 74-bed long-term care private nursing facility located in Webster, New York. Originally opened in 1947, The Maplewood was created and continues to thrive as a family-focused, loving and caring environment that also meets the clinical needs of its elderly residents. While the nation was swept along by government intervention through increasing regulation by CMS, the Maplewood decided to forge a different path. With each change to Medicare and Medicaid, the Maplewood doubled down on serving the needs of individuals and their families instead of following a bureaucratic, impersonal, and institutional approach to elder care.

Gary Sacco, Activity Director, and Lori Porte,Volunteer Coordinator and Program Assistant, with the Maplewood were interviewed for this Case Study, and share their experiences with implementing and leveraging a customer relationship management (CRM) solution to inform a number of activities within their organization. From scheduling activities focused on their residents’ specific desires, taking a proactive approach to personalizing family and/or volunteer visits that help overcome loneliness, measuring and analyzing behaviors and interpersonal relationships and engaging family members through regular, flexible two-way communication, the Maplewood leverages this tool to support their objective of improving the quality of life for their residents and engaging and communicating with their families to build strong and lasting relationships.

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