​The Manor at Elfindale is a long term care center situated on 65 acres in Springfield, Mo. Managed by Vetter Senior Living (VSL) in Omaha, Neb., it is part of a continuing care retirement community. Elfindale was recognized with the 2024 Silver National Quality Award by the American Health Care Association and National Center for Assisted Living.

Matthew Gould, the administrator of Elfindale, began his career in long term care after working in hospitality. He switched careers after seeing an ad for a company that worked with long term care homes. This led him to obtain his nursing home administrator license.

Elfindale’s journey to the Silver National Quality Award started with VSL’s focus on quality. “VSL has always been about quality,” Gould said. “We saw it as a way to keep improving our residents’ quality care and quality life.” This award recognizes the team’s hard work throughout the year.

Gould and his team have learned that consistent processes are key to maintaining great results. Gould encourages other providers to apply for similar awards because it can lead to better care quality, stating, “Go for it! It will help provide better care.”

Elfindale plans to keep aiming for higher levels of recognition, supported by VSL’s 10 World-Class Standards and its mission, vision, and values.

Specific practices that help Elfindale succeed include the use of a wireless call system, electronic medical records, and a computerized maintenance program. These technologies help staff focus more on direct patient care.
Staff alignment with the vision of excellent care is critical at Elfindale. Gould focuses on hiring team members who believe in the mission, vision, and values.

“It begins with hiring the team members who possess what I call the mission, vision, value heart,” he said. The center offers many growth opportunities through programs such as Take Time to Care, school loan reimbursement, and free online university classes, creating a positive work environment.

Engagement with residents and their families is also important at Elfindale. The “family serving family” environment and consistent staffing policy help build strong relationships, improving the quality of care. For example, consistent staffing has enabled personalized care plans that cater to individual resident needs, resulting in higher satisfaction scores from both residents and families.

Interdisciplinary teamwork is vital for achieving excellence at Elfindale. Team members from all areas work together to achieve the goals of quality care and quality life for each resident. For instance, the integration of physical therapists and nursing staff in care-planning meetings has led to more comprehensive and effective rehabilitation programs.

Workforce management has been a major area of improvement at Elfindale. Gould highlighted the importance of a positive culture in hiring and retaining great team members. The center has a retention rate of 74 percent for employees with over a year of service. Initiatives such as the PEP club and mentoring have improved the work culture. Additionally, the implementation of regular staff appreciation events has contributed to higher morale and lower turnover rates.

Gould finds his greatest inspiration in daily interactions with residents, their families, and team members. “The day-to-day interactions have made my life unbelievably rich,” he said. “I am blessed to work for a company that gives us the tools and resources to care for people who need our care.”

Elfindale’s recognition as a 2024 Silver National Quality Award recipient shows its commitment to quality and excellence in long term care. As part of Vetter Senior Living, Elfindale continues to set high standards and inspire other providers to strive for similar achievements.

Stories of Excellence

Explore more incredible journeys of award recipients and share your story on the new Quality Award Stories website at ahcancal.org/QualityAwardStories.

INTERESTED IN APPLYING FOR A 2025 NATIONAL QUALITY AWARD?
For applications and resources, visit ahcancal.org/QualityAward. Submit your intent to apply for 2025 by November 14, 2024. Final applications are due by January 23, 2025.

Andrea Todd is the director, public affairs at the American Health Care Association/National Center for Assisted Living.