10 Most Trusted Senior Care Service Providers 2022 Vol 2.pdf

Residences
Giving a Digniﬁed Life
to the Seniors
Majestic
Most Trusted
Senior Care
Service Providers
2022
Health-tech
Future of Articial
Intelligence and
IT Operations
October
ISSUE 05
2022
Chuck Bongiovanni
CEO
Majestic Residences
Franchise Systems, LLC
Impact of Urgent Care
During the Pandemic on
the Healthcare Space
Healthcare
Made Accessible

Helping Seniors
Lead Comfortable Lives
Lead Comfortable Lives

A passion for putting patients ﬁrst

Editor’s
Note
n a month that marked the beginning of festivities, the
Ipeople of the small city gathered to decorate it with
beautiful lights, props, and many more. Once the mood
was set in, the wonders created by the mesmerizing lights
made the leap from monotony to joy.
Walking down the sparkly road, one would be ﬁlled with
many emotions, but the ﬁrst trigger to them would be –
curiosity. This one feeling has made humans travel
unknown paths, and uncover truths in their life journey,
which they relive through vivid memories during their
retirement years.
During this phase of their presence on the livable planet till
now, they look back and admire the life they have lived
with curiosity that has taken them through all the roller
coasters, made them learn through experiences, explore and
transform the mundane, and unwrap the enigma this world
had in store for them.
But as many say that while they have aged, their second
childhood has just started!
Curating a
Wonderful Old Age
Experience!

During these second innings of life, one desires to not only
cherish the memories created but to make a handful more
while having a healthy body and mind. They want to love,
laugh, cry, play games, climb mountains, ride bikes again
and much more. However, in this string of activities, what
they most want is affection, trust, comfort, hope, happiness
and to be allowed the joy of spending quality time with
their loved ones.
But the song of reality makes one dance to a muse that
could get unpleasant with time, which unfortunately is true
with most of the elderly population globally. The statistics
have presented to the world the dismal picture of forty-three
percent (which continues to rise) of the senile population
slipping into social isolation.
And this is what maybe acts as a hindrance for them to
collecting more photographic souvenirs of their world.
But what is also true is that innovators and enthusiastic
leaders are listening! Amongst their list of creations, the
precious gift they have crafted for the senile population is a
second Home – a home equipped with all they desire. What
is most breathtaking is that these infrastructural facilities
facilitate the efforts to help seniors live a beautiful life on
their own and if required with empathetic aid, driven by
emerging technological upgrades.
As these love-filled avenues are spread all over the world,
we at InsightsCare came up with our latest edition, “10
Most Trusted Senior Care Service Providers in 2022”, to
help you navigate through leading providers and make an
informed choice of a facility that suits your needs and
exemplifies your second life adventures and takes care of
your health.
Dive in to learn more about how they are curating a
wonderful old age experience! While you delve deeper into
the edition, enjoy the surprise of intriguing articles scripted
by our in-house editorial team.
I hope you have an insightful read!
- Drishti Gaikwad

Empowering Senior Citizens by
Elevating Quality of Life
Carnegie East
House
32
Blue Moon Estate Sales
Ushering an Era of Perennial Reliability
16
CarePatrol
A Prominent Name in the
Senior Care Service Sector
24
Boost Home
Healthcare
Benchmark of Responsibility,
Compassion and Professionalism
20
ComForCare
Amalgamating Excellence
with Perpetual Care
36
Providing a Guided Path for
Senior Living
North Star Senior
Advisors
44
Symphony
Senior Living
Making Your Second Innings
Fruitful Period of Life
48
Content

Giving a Digniﬁed Life to the Seniors
Majestic Residences
28
Future of Artiﬁcial
Intelligence and IT
Operations
Health-tech
40
Impact of Urgent Care
During the Pandemic on
the Healthcare Space
Healthcare Made
Accessible
Articles
Cover
Story
08

Co-designer Paul Belin
Art & Picture Editor Rohil Shinganapurkar
Art & Design Head
Editor-in-Chief Pooja Bansal
Managing Editor Shrutika Khedekar
Senior Editor Anish Miller
Visualiser David King
Circulation Manager Tanaji Fartade
Research Analyst Eric Smith
Sarah Wilson, John Smith, Alex Vincent
Business Development Executives
Amy Jones
Business Development Manager
Sales Executives Kelli, Bill, Anna
SME-SMO Executives Gemson
Digital Marketing Manager Alina Sege
Technical Consultants David, Robert
Technical Head Jacob Smile
Marketing Manager John Smith
Assistant Technical Head Amar Sawant
Assistant Digital Marketing Manager Renuka Kulkarni
Assisting Editors Dhristi, Saloni
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October, 2022
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Brief
Featuring
Organization
bluemoonestatesales.com
Bob Lang
Brand President
Established in 2009, Blue Moon Estate Sales was created to
set the highest standards in the senior care industry.
Boost Home Healthcare
boosthomehealth.com
Jackie Lleverino
Brand President
Boost Home Healthcare is a home health company which
provides superior in-home nursing, therapy, and home care
services.
Care Patrol
carepatrol.com
Becky Bongiovanni
Brand President
Founded in 1993, CarePatrol began franchising in 2009 and
is now part of the Best Life Brands family, with private equity
backing by The Riverside Company.
Carnegie East House
carnegieeast.org
Joseph H. Girven
Executive Director
Carnegie East House is a not-for-profit organization with a
mission to help and empower senior citizens by elevating
their quality of life through safe and affordable housing.
ComForCare
comforcare.com
Sean Kajciensk
COO and Chief
Revenue Officer
ComForCare’s compassionate caregivers and innovative
programs support older adults in aging gracefully and
continuing to do the things they love.
Barry Ray
CEO
Legacy Senior Living’s retirement and assisted living
communities reflect the highest standards in senior living:
well-maintained, home-like environments that offer security,
the utmost in service, and opportunities for developing quality
relationships through active social programs.
Legacy
Senior Living
legacysl.net
Chuck Bongiovanni
CEO
Majestic Residences is a senior residential assisted living
home franchise system headquartered in Gilbert, AZ with
32 awarded franchises as of this printing.
Majestic Residences
majesticresidences.com
Symphony
Senior Living
symphonyseniorliving.com
Christine Turner
VP Operations
Symphony Senior Living's service levels range from
independent living assisted living to memory care, but its
core values remain the same- compassionate, dedicated,
and genuine.
The Osborn
Senior Living
theosborn.org
Matthew Anderson
CEO
Braemar Living is committed to providing a high-quality
standard of care in facilities that combine luxurious
residential environments, engaging and robust
opportunities for social activities, and premium on-site
health and wellness services.
North Star
Senior Advisors
northstarsa.com
Ignacio Quinones
President
Established in 2014, North Star Senior Advisors's mission
is to offer free support and guidance through your
transition into senior living.
Most Trusted
Senior Care
Service Providers 2022

Chuck Bongiovanni
CEO
Majestic Residences
Franchise Systems, LLC

Majestic
Residences
Giving a Digni ed Life to the Seniors
As far as technology goes,
I truly believe companies
who despise change today
will absolutely hate being
insigni cant tomorrow.

The perils of ageing are much more than just
biological changes. The emotional metamorphosis
that our aged population undergo is beyond
anyone’s complete understanding. What they most need,
however, is a little compassion, caring, and a dignified life.
The global COVID-19 pandemic further showed us how
vulnerable our elderly are – both physically and
emotionally. Realizing the dire need to provide a home in
the real sense to the seniors, Majestic Residences
Franchise Systems, LLC was conceived in the middle of
the pandemic. This residential assisted living franchise has
its focus on the mental, emotional, and physical well-being
of the residents, who they treat like family.
Quality senior care and technology using an “ageless
possibilities” culture sets Majestic Residences apart from
the rest in the industry.
Dignified Living
Majestic Residences is a senior residential assisted living
home franchise system headquartered in Gilbert, AZ with
32 awarded franchises as of this printing. A residential
assisted living home is a regular home in a neighborhood
which is licensed to provide care to seniors in a 24-hour a
day residential setting. The Majestic Residences brand is
the alternative to the large institutional care settings one
would see in a typical nursing home or large assisted living
facility.
The Mission
Majestic Residences is on a mission to create “ageless
possibilities” for its residents, which tears away the typical
assumptions and stereotypes of seniors needing a higher
level of care.
“We look at our residents as independent, we’re merely
assisting them with any everyday needs they can’t perform
by themselves. While there are over 30,000 of these
residential care homes across the country, we are positioned
to disrupt the industry by introducing nationally branded,
high-tech homes in an industry that is ambivalent to engage
new technology and is disorganized in their overall
marketing efforts” states Chuck Bongiovanni, the CEO of
Majestic Residences.
Apart from the Herd
Majestic Residences is not just another care home for the
elderly. They choose to be different by operating unique
smaller communities with only 6 to 16 residents.
Residential Assisted Living homes have been in existence
for over 30 years and yet, few people have heard about this
specific care option. Residential Assisted Living homes,
also known as Adult Care Homes, Family Care Homes or
Residential Board and Care homes are homes located in any
residential neighborhood and are licensed by the state to
provide non-medical care 24 hours a day for seniors who
can’t live independently.
Think of them as large, assisted living facilities but in a
smaller, more intimate settings. These homes are staffed by
caregivers who tend to the needs of their residents including
bathing, dressing, showering, medication management to
name a few.
“We look for several key characteristics in a potential
franchisee. We prefer franchise partners with a caring
personality, some business experience and/or experience
supervising others. Unlike many residential assisted living
homes, our model doesn’t want our franchisees to have
direct care responsibilities. Their role is more of working
on the business and overseeing the manager and staff. We
want to help them learn the business and scale it to include
more homes under their portfolio,” explained Chuck.
Majestic Residences stands out from other residential
assisted living homes through innovation, culture, branding
and the willingness to lead the industry in technology.
“While most of our competitors are somewhat fearful of
new technology, we embrace it because it creates a more
efficient and increased quality of care and life for our
residents,” Chuck observed. “Most of our technology was
developed by us or is exclusive to our franchise system. It
brings a whole new perspective on life when you see an 84-
year-old-senior in a wheelchair “virtually walking” through
a forest by using our virtual reality technology.”
The Voyage
It all started in 1995 when Chuck worked as a Medical
Home Health Social Worker for a hospital-based Home
Health Agency. His role was checking in on seniors after
10 Most Trusted Senior Care Service Providers 2022

Bend the norms
because innovation
isn’t a popularity
contest.

While many in the
healthcare industry
went into survival
mode, I saw an
opportunity.

they were discharged from the hospital. He visited them in
their personal homes and assisted living communities when
he noticed that many of them were being discharged into
places that didn’t match their care needs.
Witnessing this, he had an idea of a service which could
help families match their care options with their appropriate
care needs. “Families for decades were used to using real
estate agents to find a new house. I was convinced that
finding care for their parents was much more important. I
founded my first company called Preferred Assistance.
Fifteen years later it morphed into the current largest Senior
Placement franchise system in the nation, called
CarePatrol,” Chuck stated.
He and his wife, Becky refined their business model with
formalized systems and began franchising in 2009. In 2014,
they acquired their biggest competitor and doubled the
system in the same year. And the rest was history.
CarePatrol was acquired by a large private equity firm in
2018, Bongiovanni stayed on two-and-a-half years before
he moved on to Majestic Residences. Before he franchised
CarePatrol, he seriously considered creating a franchise
system for residential care homes. However, at the time,
there wasn’t enough residential care homes in the country
for it to make sense. After he stepped down at CarePatrol he
followed his passion to franchise the residential care home
industry.
The residential assisted living home industry is primed for
success in franchising because there is an established and
growing market with a built-in demand, the industry is
extremely fragmented, it is unorganized with substandard
marketing practices, behind in technology which can
improve care and in desperate need of general office and
backend management.
When you put this all together you have a natural recipe for
success for franchising, scaling, and branding. The only
problem was that Chuck had no experience in operating a
home. The universe conspired to help him realize his dream
and he met his business partner, late Gene Guarino and the
rest of the Majestic Residences’ team.
Gene was a well-known leader and fixture in the residential
care home industry. He founded Residential Assisted
Living Academy (RALA), a “school” that has taught
thousands of people how to open their own residential care
home.
Between Gene’s expertise in the operations of these homes,
and Chuck’s experience and expertise in franchising, the
duo believed they created something that will have a
permanent mark in the assisted living industry. So, in the
middle of the COVID-19 pandemic, they took the leap and
founded Majestic Residences Franchise Systems, LLC.
Braving the Pandemic
The entire world came to a standstill with the advent of the
global pandemic. Those who took the risk of thinking out of
the box, not only survived but thrived. And Chuck did
exactly that.
It’s only natural to see all the negatives that life throws at
you. COVID-19 wasn’t just a curve ball, it was a curve ball,
fast ball and a knuckle ball combined. While many in the
healthcare industry went into survival mode, he saw an
opportunity. he knew that many small residential care
homes wouldn’t make it through the pandemic due to
negative consumer’s perceptions.
The biggest challenge for him, however, was starting a
company in an industry where the consumer was too afraid
to purchase their services. While nursing homes and large
assisted living communities took the biggest public
relations hits, small residential assisted living homes did
very well at controlling the virus. There were very limited
fatalities compared to the others.
However, due to industry fragmentation and the lack of the
power of branding, many of these individual “mom and
pop” businesses couldn’t get the message out to the public
about how truly safe their homes were.
He knew that many of them would feel alone and on an
island during the pandemic, wanting to be part of a bigger
support system after it was over. “Our franchised homes
gaining higher occupancies during COVID then they had
prior to the pandemic,” shared Chuck.
Technology to Ease Care
Chuck believes in the power of technology in the healthcare
space. Companies in the healthcare space must invest in
new technology and be prepared to adopt a fail-fast
business model to realize the technological breakthroughs
they need to stay ahead of their competitors.
Companies need to think outside-the-box and take the risk
of implementing technologies like virtual reality and

artificial intelligence in their businesses. They must look at
new technologies and find a way of making it a solution for
a problem they’re currently unaware that they have today.
“At Majestic Residences we took the risk with a new start-
up company which created a radio-wave technology, which
detects in real-time the moment an adult brief becomes wet
or soiled. I believe we are going to see many technological
advances to deal with problems like the shortage of
healthcare workers. I truly believe companies who despise
change today will absolutely hate being insignificant
tomorrow if they don’t keep up. However, the most
important thing about future technology is acknowledging
that it can’t take away from human interaction, after all,
technology can’t give hugs, at least not yet” emphasized
Chuck.
Advice to Budding Entrepreneurs
To a budding entrepreneur in this, or any other industry
Chuck advises not to be afraid to break the rules or
upsetting the industry. Never worry about what people say
behind your back because they’re behind you for a reason.
Bend the norms because innovation isn’t a popularity
contest.
Looking Ahead
Majestic Residences is scaling its operations and offerings
and is confident it will have 80 more franchised residential
assisted living homes globally. "We know the need is there
and we want to be the ones who fill it," adds Chuck.
Matter of Pride
Awards not only gives recognition to an organization for its
services but also motivates it to raise its bar. For Majestic
Residences, one such recognition skyrocketed its reputation
even more.
“We were very surprised and honored to be named “One of
Five Senior Living Providers To Watch in 2021” by the
SeniorHousingNews.com even before we opened our first
home,” Chuck shared. The future of this industry and
healthcare in general is growing at speeds no one thought
was possible. Majestic Residences is in the fast lane in the
residential care home explosion.

eadquartered in Raleigh, NC, Blue Moon Estate
HSales is a growing national franchise with
franchisees operating in 24 states. Established in
2009, Blue Moon Estate Sales was created to set the highest
standards in the senior care industry. After five successful
years in the Raleigh market, founders Deb, Ken and David
Blue wanted to bring their proven business model to a
larger audience.
Thus, in 2013, Blue Moon Estate Sales started franchising,
developing an industry-leading training and ongoing
support program. Fast forward to today and Blue Moon
Estate Sales is now part of the Best Life Brands family,
with private equity backing by The Riverside Company.
Under the leadership of Bob Lang, the Brand President,
Blue Moon Estate Sales is standardizing the estate sales
business with a proven system of expert training and
partner support. Its proven franchise system consistently
delivers results that excite its customers.
In an interview with Insights Care, Bob shared valuable
facts about Blue Moon Estate Sales, highlighting its
unparalleled service to the clients in the senior care niche.
Bob, Tell us about your journey so far at Blue Moon
Estate Sales.
I've been in franchising for 25 years in the senior care and
retail/wholesale spaces. When I learned about this
opportunity with Blue Moon, it checked the boxes for me.
First, to be able to lead a growing brand like Blue Moon
within the Best Life Brands family was very exciting for
me. Second, Blue Moon is focused on helping seniors in
transition.
Working with seniors in transition and providing services
within the home environment was something I was very
familiar with from having spent years within the care space.
Third, the retail component of what we do resonated with
me because of my experience in both retail and wholesale.
And finally, I really enjoy the franchising industry and
having the opportunity to work with small business owners.
There are many things I like about my job. I love helping
our franchisees to achieve their goals. I like Blue Moon's
reputation and how we are positioned in the estate sale
industry. I'll tell you a quick story. We were at a sale in
Illinois. A lady came up and said, "Oh, this isn't like other
estate sales. This is so nice! It's easy to get around and shop,
and I really like this." That was wonderful to hear!
Another person came up to me and told me his daughter
lives in North Carolina. Whenever he is there, he goes to
Blue Moon Estate Sales. He shared how excited he was
when he saw a Blue Moon Estate Sale in Illinois, and he
asked if there would be more in the area since they liked
shopping Blue Moon sales in North Carolina! I love that.
The consistency of the brand, seeing it come to life and
having that consistent experience—and it's our owners that
make it happen! Every time one of our locations gets a
great customer review, that's music to my ears.
What challenges do you face while working in the senior
care industry?
While there are many challenging aspects of my position,
there are a few areas that get a lot of my attention. The first
is having to balance the interests of different groups of
people.
October 2022|16|www.insightscare.com

Bob Lang
Brand President

Our CEO J.J. Sorrenti likens this to a five-legged stool-
customers, franchisees, employees, stakeholders, and
vendors.
The second area of focus is helping to lead our system
through rapid change. As franchise systems grow over time,
they go through different phases of growth. Managing the
transition as we move to the next phase in our growth
creates a big set of opportunities. It is good to have these
presented because if you're not growing and experiencing
new challenges, you will get passed by.
The third challenge I focus on is how to protect and grow
our brand responsibly while remaining true to the
company's vision. How we use our signage, market our
brand, and serve our customers—all of these things are very
important as we grow.
We have wonderful and dedicated owners who are
committed to our clients and customers and to positively
representing the brand. The ultimate test is when someone
goes to a Blue Moon event, whether it is in North Carolina,
Illinois, or Florida—they should all have the same shopping
experience. Having our loyal customers experience that
same high level of quality at each of our events and telling
their friends and family about Blue Moon is part of our
secret sauce.
What are the values and qualities that make Blue Moon
a successful franchisee?
We work closely with our successful owners, and it comes
down to a couple of things. It starts with networking and
involvement in the local community. We found that our
owners spend a large percentage of their time networking
actively and developing relationships in the community.
They're out there working it. They have a sustained
marketing effort that's going on. Because once you build up
that sales funnel and you start building up that network, it
allows you to be more selective and to grow quickly. You
don't have a scarcity mindset where you'll take anything and
pray. You're actively out there, developing relationships.
And there's an education component to what we do. Not
everybody understands what an estate sale is, so when
you're talking to a referral source, you've got to educate
them on what we do and how we do it.
Next is building the franchisee's teams. Many of the owners
are looking to add team leads or people that can help with
event management, which isn't easy. You need to have the
right people and the right culture in your organization.
These owners are focused on those kinds of activities.
Our owners are passionate about learning, which is
important in business. It is rewarding to watch the
progression of somebody who came through our training
and to see what they've learned and applied as they have
worked a wide variety of sales. There is always something
to learn in this business, and good owners are always
looking for ways to try and improve.
How do you envision scaling Blue Moon Estate Sales'
operations eventually?
One of the common misperceptions is that estate sales only
happen when there has been a death or divorce. In reality,
downsizing is a big part of what we do. Educating the
public and our referral sources about estate sales, who we
are, and how we add value is important.
We have invested heavily in training and will continue to do
so, to support the growth of our system. Our owners go
through three weeks of training, and we have developed an
extensive LMS that allows them to train their staff. We are
members of the American Society of Estate Liquidators
(ASEL) and adhere to their policies and ethics guidelines.
Third, our high-quality events with fresh merchandise and
hidden treasures bring in large crowds of loyal customers.
There is definitely a Blue Moon Estate Sales culture! This,
combined with having a very nicely staged, the
professional-looking sale makes for an enjoyable shopping
experience.
We will continue to promote this through our marketing
efforts, which bring thousands of eyeballs to our sales
through our website and to our events. Finally, we have a
loyalty program for our customers, which is one of the
things that makes us unique in the industry.
We have a newsletter that we send to our customers, listing
upcoming events and providing estate sale content. Our
customers choose to come to our events when they could be
doing anything else and shop. Having these loyal customers
come back time and time again to our events to shop at
Blue Moon is a privilege, and we want to thank and reward
them.

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O
ver the past few years, in-home healthcare service
is precisely assisting golden-aged people in rapid
recovery from injuries and acute or chronic
healthcare conditions. Many researchers have pointed
out that older people recover faster, with fewer
complications at their most loved place—at home rather
than in the hospital.
Boost Home Healthcare is a home health company which
provides superior in-home nursing, therapy, and home care
services. Founded in 2021, Boost Home Healthcare was
acquired by private equity firm The Riverside Company in
2021 and is now part of Best Life Brands, which has plans
for continued expansion of service brands across the
continuum of care for aging adults.
Under the leadership of Jackie Lleverino, Brand
President, Boost Home Healthcare has launched in the
U.S., providing clinical excellence and compassion, one
patient at a time. It is proven that most people recover
quicker in the comfort of their own homes.
In an interview with Insights Care, Jackie shared valuable
facts about Boost Home Healthcare showcasing his journey
in the healthcare industry.
Jackie, tell us about Boost Home Healthcare
highlighting your professional tenure in the healthcare
industry.
Over the past decade, ProHealth Home Healthcare has
provided high-quality healthcare for patients in our
community, resulting in our reputation of responsibility,
compassion and professionalism. Historically, as ProHealth
and as we transition to Boost Home Healthcare, we are
proud to include many healthcare, rehabilitation and clinical
services to enhance at-home healing and support recovery.
We offer a full spectrum of home health ranging from
nursing care, physical therapy, occupational therapy and
speech therapy. (For more information, visit .)
I have over 15 years of experience in healthcare. It ranges
from DME (Durable Medical Equipment) to HH (Home
Healthcare) and Hospice. I have an extensive business
development background coupled with operations. This
absolutely is of value as the Brand President and
administrator here at Boost.
Can you tell us about the impact of the pandemic on the
healthcare sector and what efforts did you take to
surmount its adversities?
I will never forget March 15, 2020. I was traveling in
Sacramento for Bristol Hospice; I finished out my trip and
Benchmark of Responsibility, Compassion and Professionalism
At Boost Home
Healthcare, we make
the desire to receive
care at home a reality.

then went back home, and the world was all virtual. The
company I was with started providing telehealth, and
families were restricted from seeing their loved ones at the
hospital or facilities.
As an industry, we changed the way we met with families. I
cry when I remember that we had to do a Facetime call with
a family so the patient and family could say goodbye. We
are forever changed but looking ahead to the opportunities.
It has been a crazy journey, especially in healthcare. I
thought I had it, but I uncovered a lot more.
What is your opinion on the impact of technological
advancements on the healthcare sector?
We have to keep moving with the times for sure. Telehealth
at the bedside is urgent, and the appropriate EMR
(Electronic Medical Record) that streamlines care is vital.
Technology is crucial for appropriate healthcare, especially
in rural areas. We have to make it easier for clinicians to
document and spend quality time with patients.
What would you like to advise the budding
entrepreneurs and enthusiasts willing to venture as
senior care service providers in the healthcare sector?
Treat this growing population how you would like to be
treated. We have to be passionate about ensuring that all our
seniors have the resources they deserve, especially low-
income individuals.
What are your future goals, and how do you envision
scaling Boost Home Healthcare's operation eventually?
Growth, growth, growth! This is what excited me as I
myself looked into a franchise a few years back. My goal
this year is to get the Boost name out there and stir the
excitement! Learning the franchise part of the business. I
had thought of buying a franchise in the past, and now this
is the full circle. I'm looking forward to opening more
locations and working with the franchisees to their success.
I can't wait to BOOST us into success. So exciting to be
part of a new brand and to be at the ﬂagship site to make a
diﬀerence in the community.
Jackie Lleverino joined the
organization as the Brand President of
Boost Home Healthcare on April 11,
2022. Jackie began a very successful
career in healthcare and has been a
part of the home health and hospice
industries for 15 years. Jackie has
served in a variety of roles in
healthcare operations and business
development, including a very
successful beginning in the medical
device world.
An Exceptional Leader
Jackie Lleverino
Brand President
Boost Home Healthcare

arePatrol is the nation's largest senior care
Csolutions franchise. Through more than 150 offices
in 35 states, local senior advisors provide free
service in helping families find a quality, top-rated assisted
living, independent living, memory care, nursing homes and
in-home care.
Founded in 1993, CarePatrol began franchising in 2009 and
is now part of the Best Life Brands family, with private
equity backing by The Riverside Company. CarePatrol is
proud to have earned the Franchisee Satisfaction Award
from Franchise Business Review for 12 years in a row and
has earned placement on the Entrepreneur Franchise 500
list.
In an interview with Insights Care, Becky Bongiovanni,
Brand President, shared her professional tenure,
emphasizing the fundamentals and core values of
CarePatrol in the senior care services sector.
Becky, give us an overview of your journey highlighting
the inception of CarePatrol in the senior care services
sector?
In 1997, I was an Ophthalmic technician, working at an
Ophthalmology Clinic that specializes in Cataract Surgery. I
loved healthcare and seeing the positive outcome for
patients. While I loved the work, it was not enough to make
ends meet, as a single mom with three children, and I
supplemented my income by taking an extra job in the
evenings.
In 2001, I met Chuck Bongiovanni at my local church. My
close friend was his secretary, and she introduced us. He
was a single dad raising his son. I learned that he also
shared my passion for healthcare as a medical social worker
and owned and operated a business of helping families find
assisted living, which he started ten years earlier.
I'll never forget the day Chuck asked me about my career.
When I told him what I did, he asked if I would ever
consider doing something different. I immediately replied,
"No, I love what I do." Chuck challenged me and asked if I
had the potential to substantially increase my income in my
current position, which after pondering, again answered,
"no." While my employer appreciated me, I knew that I was
at the top of what I could earn. Chuck further pressed me,
pointing out that I had three children and that I was
professionally at an impasse, with no opportunity for
growth or hope of improving my quality of life for my
family.
In 2003 I began working with Chuck. I wanted to work in a
small area where I could focus and make a greater impact,
and in time, what we saw is that having an area to focus on
made all the difference. That's what got Chuck excited
about franchising. Chuck said, "Becky, if I can take you and
teach you, who really had no background or experience,
and you—in this little territory—did as much as what I
have, we've been working on in the whole valley, I really
think there's something to franchising." In September 2004,
Chuck and I got married, and in April of 2009, we decided
to franchise our concept.
Our primary goal was to grow to 60 locations, and we did
that by 2014, but we realized that it wasn't enough because
more people needed to know about our services. That year
we were also presented with an opportunity to acquire our
biggest competitor, Assisted Transition. While industry
advisors told us to pass, our gut was telling us this was the
right choice.
A Prominent Name in the Senior Care Service Sector
Franchising enables
people to live their
dreams, take care of
their families, take care
of their communities
and make a difference.

Not only did we grow to 120 locations at the end of that
year because there was so much opportunity, but our brand
was also elevated. In 2015, Chuck and I realized that if we
wanted to continue to grow the CarePatrol brand, we would
need to bring on a partner. In 2018, we were acquired and
became part of the Best Life Brands Portfolio.
What was the impact of the COVID-19 on the
healthcare sector, and how did CarePatrol sustain its
operations to surmount the adversities of the pandemic?
It was pretty scary. None of us knew what was going to
happen. Fear best describes what happened in February of
2020 when we all realized that something was brewing, and
by March, the state of Washington became the first to
officially shut down visits to long term care and assisted
living. We knew that if more states followed with
shutdowns, this could directly impact our business.
We pivoted how we deliver our services, literally overnight.
While we know that meeting people in person and walking
them through the process is what makes the difference; we
offered a "virtual" option to our customers, so they felt safe
while we were delivering solutions. Our business is
recession-resistant, but this was a healthcare crisis. So it did
have a direct impact on our business and a few of our
locations closed. However, many of our locations were
maintained and several even grew. At the end of the year,
we were only down 1% YOY in systemwide revenues. We
saw that the demand for our business was persistent, even
in a pandemic.
While we could not meet in person with our franchisees, we
decided to increase support in a virtual environment. We
added twice as many trainings, meetings and marketing
services than in prior years. We also provided up to the
minute information on the government loans that were
offered and many of our franchisees were able to take
advantage of these loans. Offering franchisees, the option to
defer their fees for a period of time really helped them with
cash flow.
But the other thing that we did—we said: "This is a crisis,
and our healthcare workers are the heroes on the front line,
so we launched a pay it forward campaign by focusing on
being a resource to healthcare workers, during a most
unprecedented time." If you can remember, it was hard to
find personal protective equipment in early 2020.
Our franchisees came to the rescue and provided personal
protective equipment: masks, gloves, gowns, and hand
sanitizers. We found we were making an impact and had
many healthcare workers thank us for going above and
beyond in any little way that we could help them.
With continuous technological developments in the
healthcare space, what is your prediction about the
future of the senior care services market?
The first baby boomer turned 75 last year. Most people will
need care when they are 82 years old. What I predict and
what I've heard is that over the next ten years, we will see a
lot of changes in how care is approached.
We're going to see two different types of models emerge.
Right now, senior living kind of fits anybody 55 and over.
But because the population is just going to increase,
especially the 85-year-olds, that segment of the population
is going to double by 2039 and triple by 2049.
We're going to see a new model emerge for senior
living—one that's a more active adult lifestyle, focusing on
the younger people, ages 55-75. It's going to be more about
lifestyle, membership, and exclusivity, like a club lifestyle,
timeshare, or resort. You worked hard your whole life, and
now it's time for you to enjoy it. Even though senior living
has evolved, the baby boomers are different types of people.
They're very particular. They've driven the economy all
Becky Bongiovanni
Brand President
CarePatrol

these years, and they're doing the same thing as they age.
So, I think we will see a higher demand for quality and
special preferences because that's what the baby boomers
want. But there's this large, growing population of 85 and
older people, who typically tend to need a lot more care.
According to Consumer Affairs, in order to keep up with
the demand in the United States, we'll need to have 1
million new senior housing units by 2040. There's a huge
need for more. We will need to rely on remote patient
monitoring and artificial intelligence to supplement what
caregivers do because we won't have enough people. We
already saw that rise during the pandemic, but the caregiver
shortage existed before.
The pandemic has just pushed everything faster into the
future than we anticipated. We can use technology to aid
caregivers in doing a better job. We're going to see
something that we've never seen before, and we have to be
prepared to help consumers understand the changing
landscape and embrace the changes because they're coming.
As an established leader, what is your advice to budding
entrepreneurs and enthusiasts aspiring to venture into
the senior care services sector?
I'm a little biased because I'm a franchisor, but if you're
looking to get into the senior care space and you want to
make a difference, I think the most streamlined path, so you
don't have to make a lot of mistakes, is going with a
franchise system. Rather than trying to open your own
[business], franchising is a great way to enter the space
because you have a system that has proven methods and
strategies.
The way that franchising is set up is that if you're
successful, the franchisor is successful. If you're not
successful, that hurts the franchisor. We have these aligned
goals to ensure that our franchisees are well supported.
Whether it's our brand or another brand out there, I love
franchising because you're in business for yourself but not
by yourself. I think it's rewarding to a lot of people to know
that they can be in charge of their own destiny. Franchising
really drives small business in the United States, and it
leads to wealth in cities and in economies.
I love franchising because it helped me achieve my
personal dreams when I never saw a pathway to do that. I
love it because it's created both a business opportunity for
our hundreds of franchisees. We've been able to impact tens
of thousands of families who need help finding quality care
positively because of franchising. Franchising enables
people to live their dreams, take care of their families, take
care of their communities and make a difference. So that's
my tip to someone out there, especially if you're a novice.
How do you envision scaling CarePatrol's operations
and offerings in 2022?
This year, we are really focusing on updating many of our
technology platforms because technology continues to be
really important. We're making upgrades to help our
franchisees move quicker and focus on what matters most,
which is helping older adults.
For example, we have a proprietary CRM that's being
enhanced, and we're reconfiguring some of the functions so
we can stay up to date and help our franchisees move
quicker and be more efficient. We also introduced a new
learning management system for our franchisees that will
help them with their continued learning and any staff they
bring on.
That will help them scale at the local level because we're
focusing on building teams. While this business is
rewarding, it's tough, and while you don't need a lot of
employees, you should have a handful of employees on
your team that can support you to continue to grow and
touch lives. By creating efficiencies with our national
accounts, we have opportunities to pass on the savings to
our franchisees.
When we're working with our national accounts, we help
our franchisees with billing and collections. We're updating
our processes there to streamline and help our franchisees
get paid faster. We just completed a brand refresh which is
so amazing because CarePatrol never really had a
professional company look at our brand—it was really
birthed from the founder who created the look and the feel.
It was important to us that our brand resonated with our
primary customers, so we spent all of last year working on
our brand refresh, and what we found out is that people who
know us love us. The biggest opportunity we have is to help
educate people and make sure that there's awareness about
what we do. We're also launching this year to scale the
business, consumer marketing and educational campaigns
to drive awareness. We feel like these are really great
things, and the brand refresh has put a new focus on our
brand.
It is giving us permission to be innovative, which is one of
the pillars that we're focusing on this year. Innovation and
renovation because we're in the midst of this changing
landscape, and it's fascinating. We've got to be able to move
with it.

Artiﬁcial
Intelligence
Future of
and IT Operations

There is no denying that the IT space has undergone
numerous changes in recent years. With artificial
intelligence/machine learning (AI/ML) as one of
the most prominent technologies, automated machine
learning and big data capabilities are predicted to influence
business operations and result in a huge way in the near
future.
AIOps (Artificial Intelligence for IT Operations) systems
are providing a lifeline to IT departments that are struggling
to meet the demands of modern businesses. However,
before we dive into the subject, let's first define what it
means to soundly carry out advanced analytics through the
industry.
What is AIOps?
According to Gartner, "AIOps platforms use big data,
modern machine learning, and other advanced analytics
technologies to, directly and indirectly, enhance IT
operations tasks (monitoring, automation, and service desk
duties) with proactive, personal, and dynamic insight. Many
different data sources and data collecting methods can be
used together on AIOps systems."
An acronym for Artificial Intelligence in IT Operations,
AIOps represents a new approach to managing digital
transformation initiatives in the enterprise. This approach
has recently grown in popularity, with a number of
Health-tech

businesses taking a keen interest in its potential, making it
increasingly relevant among larger and more sophisticated
organizations.
Breaking Down Data Silos
Data silos exist in almost every enterprise. They are created
when spreading data across many systems within a
company, often resulting in low visibility and no unified
way of retrieving information. Silos present several pitfalls,
as they can lead to errors, large amounts of data loss, and
other issues that may significantly impact a business. AIOps
is an artificial intelligence software framework used to
monitor, identify, and resolve issues within an IT
infrastructure.
AIOps uses artificial intelligence to make IT more
intelligent and efficient by using machine learning and
advanced analytics technologies that search for correlations
between events, connections among users and infrastructure
that result in downtime.
Eliminating IT Operational Noise
The number one concern for an IT operation team is their
ability to understand the health of their environment.
Understanding their environment's health is more important
than ever if the enterprise hopes to achieve digital
transformation objectives. The unfortunate reality is that
noise in the system is impacting data and its ability to
produce actionable insights.
There are two different ways that IT organizations can
benefit from adopting AIOps: they can improve their
existing processes and tools or they can make some major
global changes to how they manage IT infrastructure. Either
way, the ultimate goal is to eliminate IT noise.
Delivering Seamless Customer Experience
In the digital age, companies should invest in the tools that
can help them deliver seamless customer experiences. The
adoption of AIOps is becoming increasingly important for
complying with regulations and competing in the market.
AIOps increases operational efficiency and reduces IT costs
by using predictive analytics to gather insights from big
data. This enables users to make proactive decisions about
systems, applications, and infrastructure in real-time before
symptoms of disruptions or performance issues occur.
For an enhanced customer experience, AIOps offers a
solution to the multiple tasks that must be performed.
Automated analytics in AIOps, performs a series of
functions to ensure service continuity in cloud
environments. Customer experience that was personalized
is now automated.
Overcoming Monitoring and Analytics Challenges
Given the use of higher-order service-oriented architecture
and cloud-based applications, the problem is further
compounded by complex network topologies, high velocity
of adapting applications, and a wide range of end-user
devices contributing to performance. The ability to monitor,
alert and manage monitoring parameters has become even
more stringent with the advent of multi-cloud
environments.
Performance monitoring (PM) tools and practices are
undergoing dramatic changes to cope with the ever-
changing application landscape, user expectations and
enterprise expectations. The challenge is to deliver the right
report in the right format at the right time with the right set
of metrics.
Digital Transformation Success
AIOps seeks to improve the overall insight of IT operations
by automating network function and application
performance management. AIOps has moved beyond the
hype—which grew out of an all-inclusive acronym for
automation, intelligence, and orchestration—to reality.
Companies are not only beginning to discover the
transformative benefits of AIOps, but also recognizing the
tools needed to get results.
It's no secret that technology is moving beyond the cloud.
After all, it was only a matter of time. Artificial intelligence
(AI) and machine learning (ML) have blended with cloud
computing to give birth to a new way of thinking—AIOps,
or artificial intelligence-driven IT operations. AIOps
promises to both challenge and revolutionizes traditional IT
service management concepts and processes, including
those put in place by ITSM vendors.
The increasing demand for automation in all aspects of
business has led to a boom in AIOps solutions, many of
which boast the ability to carry out a broad range of
functions within just one single tool.
Anish Miller

Empowering Senior Citizens by Elevating Quality of Life
Ageing cannot be prevented, but it can most
certainly be a happy process. Everyone heads
towards the ‘wonder years’ of their life. They
wonder where they left their phone? Where the glasses are?
What day it is? And many more. Fun apart, everyone faces
difficulties when the graph of life starts to tilt towards the
ultimate point. People fall ill both physically and mentally.
Hence, they need more attention and care.
But in this fast-paced world, wherein time is money, it
becomes difficult to manage the balance between work and
family. Those taking care of their elder family members are
sometimes stuck between the priorities of their own life.
While the challenge is huge, the necessity for caregiving is
equally important. Many people struggle to manage this
difficult task. To provide and solution to this, Carnegie
East House was established with the focus of providing
quality lifestyle for senior citizens.
In the following interview, Joseph H. Girven, the Execu-
tive Director of Carnegie East Home, sheds light on the
journey of the organization, its mission, and the necessity of
senior care.
Please brief our audience about Carnegie East House, its
mission, and the key aspects of its stronghold within the
senior care services niche.
Since 2002, the mission of Carnegie East House has been to
provide comfortable, secure, and supportive enriched
housing for senior citizens. It is a not-for-profit organization
with a mission to help and empower senior citizens by
elevating their quality of life through safe and affordable
housing. Our community celebrates individual freedom and
offers support when and where it is needed.
Carnegie East House has earned a reputation for providing
an exceptional level of care and attention to residents. It has
consistently been ranked among the best adult care
communities in Manhattan.
Visitors always comment that you can ‘feel’ the difference
when they walk through our building. This atmosphere is
created by having a caring team that supports the residents
with competency and compassion.

Joseph H. Girven
Executive Director
Carnegie East House
Joseph Girven is a former financial executive and
certified public accountant. His career took a
dramatic turn when he became a Licensed
Master Social Worker. Girvenʼs social service
career focused on protecting and supporting
senior citizens and the disabled from its
inception. Girven spent 13 years in a leadership
position at the Lenox Hill Neighbourhood House,
a provider of senior citizen essential services in
New York City. 11 years ago, Girven became the
Executive Director of the James Lenox House
Association and Carnegie East House.
The James Lenox House Association was
founded 150 years ago to house civil war widows.
Today, the James Lenox House is part of the
Mitchell-Lama Housing Program. With 99
apartments, it meets the growing need in New
York City for affordable housing with quality
social services for senior citizens. Carnegie East
House, a residential care community comprised
of 97 apartments, is licensed by the New York
State Department of Health as ʻenriched housingʼ
and offers residents a wide range of supportive
services.
Throughout his tenure at both residential
communities, Girven has consistently led with
insightful leadership and judicial stewardship.
The recent challenges presented by COVID-19
tested the most formidable industry champions
with unprecedented safety challenges,
regulatory demands, and market pressures.
Girven successfully navigated the shoals of the
pandemic and succeeded in taking care of all
residents through his tireless and dedicated
vigilance and guidance. He moved into Carnegie
East House to be ʻon-the-groundʼ and available
around the clock, every day. Throughout the
long-term care residential housing sector, the
pandemic presented many horrific realities and
outcomes. Girvenʼs move to live ʻon-siteʼ went far
to reassure residents and their families.
Under Girvenʼs direction, Carnegie East House
employed conservative measures from the onset
of the pandemic, before they were mandated. As
a result of his vigilance, the residents were kept
safe.
Joseph H. Girven was recognized for his
stewardship in Crainʼs New York Business 2021
“Notable in Non-profits and Philanthropy”.
About the leader
Our community
celebrates individual
freedom and offers support
when and where it
is needed.

Tell us more about the services that give Carnegie East
House distinct edge to stand out from the competition?
Carnegie East House is distinct in its market—New York
City—it offers expansive apartments, dynamic program-
ming, and exceptional value. As a not-for-profit organiza-
tion, the end goal is not to produce increased profitability.
Our efforts focus on one objective: serving and supporting
residents with the highest standards of care possible.
Residents of our community represent all backgrounds and
professions: teachers, doctors, lawyers, nurses, interior
decorators, accountants, writers, judges, librarians,
homemakers, artists, actors, professors, researchers, social
workers, simultaneous interpreters, and musicians. We are
an inclusive community that appeals to people who value
individual care in an ideal setting, where healthy aging is
nurtured and fostered.
What is your opinion on the effects of the current
pandemic on the healthcare sector, and what challenges
did Carnegie East House face during the initial phase of
the pandemic?
One cannot underestimate the financial and human capital
challenges presented by the pandemic. From the cost of
purchasing enormous quantities of personal protection
equipment to the loss of revenue due to a freeze on
admissions, the strain has been taxing. In addition, the
pandemic placed many additional stressors on staff—all of
whom are essential workers—by putting them at risk by
commuting and working and adding to their already heavy
workloads with additional safety protocols and new
regulations issued weekly.
The largest challenge presented in the initial phase of the
pandemic was developing new protocols to ensure the
safety of residents and personnel. We had to amend almost
every aspect of our operations, and we revised these
changes throughout the days, weeks, and months of the
pandemic. From meal delivery to getting all personnel
COVID tested weekly, we had to implement a new way to
operate every day.
With continuous technological development in the
As the demographic construct of ‘older adults’ evolves and
more baby boomers age, we will have more technology
users who have a higher level of proficiency—new needs
will have to be met. New buildings and residential units
will have to be much more energy efficient. Additionally,
advances in technology will enable clinicians and patients
to interface more efficiently and effectively.
As an established leader, what would be your advice to
the budding entrepreneurs and enthusiasts aspiring to
venture into the senior care services niche?
No matter how we serve this market, it all boil down to
individual care. Never lose sight of the true objec-
tive—taking care of each person as you would your mother,
father, friend, sister, or brother.
How do you envision scaling Carnegie East House’s
operations and offerings in 2021?
At present, we will focus on improving our communities
and elevating all facets of operations. We are planning a
sizable renovation project and the addition of some exciting
new amenities. Our operations and programming are
constantly evolving to meet our resident’s new needs and to
serve them better.
Our
operations
and programming
are constantly
evolving to meet
our residentʼs
new needs and
to serve them
better

crucial component of elder care at home is to
Aensure that the patient feels safe and comfortable.
When they can embrace such reliable services,
seniors feel better mentally and physically. As the premier
franchised provider of in-home caregiving services,
ComForCare helps people live their best years in a holistic
caring environment.
ComForCare's compassionate caregivers and innovative
programs support older adults in aging gracefully and
continuing to do the things they love. Founded in 1996,
ComForCare has more than 256 independently owned and
operated locations in the U.S. and Canada and operates as
At Your Side Home Care in Houston.
Under the leadership of Sean Kajcienski, Chief Revenue
Officer, and Chief Operating Officer, ComForCare's
mission is to improve the quality of life and level of
independence for every client and family receiving its
services.
In 2017, ComForCare was acquired by private equity firm
The Riverside Company and is now part of Best Life
Brands, a parent company that oversees service brands in
the aging adult care industry.
In an interview with Insights Care, Sean Kajcienski sheds
the spotlight on his professional tenure—highlighting the
significance of ComForCare in the healthcare industry.
Tell us about your journey in ComForCare.
What appealed to me was the opportunity to be in a
franchising business that genuinely gave back and helped
people. I'd been in business for 14 years prior at other
franchise companies, and they were great brands but really
didn't serve and support people in the way that we do, so
that was a big part of what appealed to me.
I also had prior experience in healthcare, and a large percent
of our population then were seniors, so I got to see a lot of
their healthcare struggles and how these struggles affected
them physically, emotionally, and mentally. And in that
regard, it made me more aware of the challenges of seniors.
And then, as I've seen family members age and go through
needing care—having family members take on the role of
family caregiver—it just further attracted me to the concept
Amalgamating Excellence with Perpetual Care
Sean Kajcienski,
Chief Revenue Officer and Chief Opera ng Officer
ComForCare

of Best Life Brands, the ComForCare brand and the idea of
helping senior citizens to live their best lives possible.
What values does ComForCare implement while
catering to its clients in the healthcare industry?
The key to ComForCare is the intense focus on the quality
of care, making sure we have well-trained caregivers, a
great match for our clients with the caregiver, and advanced
programs to help to make sure that the quality of care and
the best outcomes are optimized for each client. Programs
like our DementiaWise program, which is recognized by the
Alzheimer's Association and is on the Alzheimer's
Association website, is something we're very proud of. An
opportunity to teach our franchisees the advanced skills in
caring for dementia and Alzheimer's patients is really
something of great value to the families and to the clients
themselves.
Programs like our Gaitway Fall Prevention program help
reduce further complications in the lives of these seniors. It
can potentially help reduce the risk of falls and serious
injuries that lead to hospitalization, nursing home stays, and
all kinds of other things that negatively affect their lives.
And so, we are consistently looking to figure out what we
can bring to the franchisees and how they can truly be the
best of the best in ensuring their caregivers provide the best
care possible so seniors can truly live their best lives
possible. (For more information, visit .)
How has the pandemic, especially the initial phase,
impacted the healthcare sector, and how did
ComForCare sustain its operations to overcome its
adversities?
ComForCare fared well during the pandemic for a variety
of reasons. We were well-versed in the importance and use
of personal protective equipment (PPE). As the world
scrambled to learn what that was and how to use it, we were
already adept at their use and had great supply chain lines
to help make sure that our franchisees and caregivers had
supplies available.
During that time frame, people became more concerned
about anybody getting near their senior loved ones, so
making sure we had great communication and training with
our franchisees and caregivers to ensure that they were in
the best position to keep clients constantly safe and healthy
was of utmost importance to us.
We saw strong demand for our services throughout the
pandemic, even with people being afraid to bring somebody
else into the home. ComForCare being able to take care of
family members in the home was a reassurance to those
who were concerned about nursing home care at that time.
Being a national leader and having one of the few programs
out there that's recognized by the Alzheimer's Association
in our DementiaWise program was a great benefit to
families. They appreciate the extra efforts we make to
ensure the highest quality of care.
As technology has made such amazing changes in the
healthcare space, can you share a prediction about the
There are a few ways that technology will evolve in the
senior care sector. One is the operating systems that
companies use will continue to grow and evolve, to allow
for better outcomes reporting, better communication with
families, better communication with the caregivers, etc.
That's going to continue to improve, and then you layer that
in with any sort of telehealth options such as remote patient
monitoring, which is a great opportunity.
To have sensors throughout the home, for example, to be
able to measure movement and vitals—not just measured
but easily communicated to physicians, caregivers, family
members and the client themselves—is really an
opportunity to optimize care and react quickly when things
ComForCare's
mission is to improve
the quality of life and level
of independence for
every client and family
receiving its services.

are going in the wrong direction. It can also help to prevent
the risk of future issues.
Also, the opportunity to improve communication with those
clients in the home- whether it be tablets or other devices
that will help them to communicate with physicians, family,
etc. that technology will enable a more holistic opportunity
to manage care so clients really can live as well as possible,
and as healthy as possible, throughout the remainder of
their lives.
What is your advice to budding entrepreneurs and
enthusiasts entering the senior care services niche?
It is a great space to operate a business in a very meaningful
space. It's important to take the appropriate steps to get the
proper knowledge to effectively run a home-care business
and provide the optimal level of care. I would suggest doing
a significant amount of research if you decide you want to
do this on your own or partner with a leading national
,
franchise brand—one who's got highly recognized
programs and has proven themselves over decades.
This can help with that knowledge gap when entering this
space. There's a lot to know, and when you're with major
top franchise brands like ComForCare-/At Your Side, who
have these advanced programs and advanced training, it
helps you get a lift above all other competition in the
marketplace very quickly.
A franchise opportunity with a national leader like
ComForCare /At Your Side is the best way. It's the only
way I would recommend a family member do it, for
example. If they didn't go this route then I'd recommend
that they do some serious research, maybe hire consultants
or others that have experience in running a highly advanced
home care business.
How do you envision scaling ComForCare's operations
and offerings in 2022?
We're building out our technology platform right now in a
couple of ways. We just launched a new operating system
with significant enhancements to help make it easier for
franchisees and caregivers to optimize the quality of care.
Second, we've done research, tests and studies into the
telehealth side of things and will likely be announcing the
rollout of an industry-leading remote patient monitoring
platform by the end of the year.
Additionally, we intend to keep making enhancements to
our operating system and partnering with other industry-
leading technology providers as we see opportunities to
implement technology that can be helpful for quality care.
Can you tell us about the recognition of achievements
that highlights ComForCare as a prominent company in
the healthcare sector?
Among its many awards, ComForCare most recently has
been honored on the 2022 Entrepreneur Franchise 500 list,
the 2021 Entrepreneur Top Global Franchise list, the 2021
Best Workplaces for Millennials, and Best Workplaces for
Women and Best Workplaces in Aging Services lists.
· ComForCare awarded 39 new franchise
agreements reaching close to double-digit system
growth in the U.S. and Canada in 2021;
· Ranked 291st on Entrepreneur Magazine's annual
Franchise 500 list;
· Certified as a Great Place to Work®;
· Recognized by Fortune Magazine and Great Place
To Work® as one of the 2021 Best Workplaces in
New York™;
To Work® as the number one home care company
on the Best Workplaces in Aging Services™ 2021
list;
To Work® as one of the 2021 Best Workplaces for
Women;
To Work® as one of the 2021 Best Workplaces for
Millennials™;
· Recognized in Franchise Dictionary Magazine's
Top 100 Game Changers list.

Space
OVID-19 pandemic's onslaught was sudden and
Cunexpected. Though experienced with H1N1,
seasonal influenza, HIV, and rather effective in
emergency response, the U.S. healthcare community was
hardly prepared for it. The biggest challenge was fighting
an unknown virus from a known coronavirus family.
It all began on the last day of December 2019, when
Chinese authorities reported a group of cases with
pneumonic patients associated with a common area of
Wuhan (Hubei Province) called Huanan Seafood Wholesale
Market. Seven days later, in January 2020, Chinese health
authorities confirmed that this group of patients was
infected with 2019-nCov, a novel coronavirus.
On January 15, 2020, after visiting a family in Wuhan
(China), a 35-year-old man returned to his home in States.
On the fourth day of his returning back, he saw a health
alert issued by Centers for Disease Control and Prevention
(CDC) about China's novel coronavirus outbreak. He too
was having similar symptoms. So, worried about his cough
and subjective fever, without any signs of waning, the man
finally visited an urgent care clinic (UCC) in Snohomish
County, Washington, on January 19, 2020. All his other
tests (NAAT, HKU1, NL63, 229E, and OC43) came back
negative, but due to the protocol, the UCC promptly alerted
the competent authorities, and sent the collected samples
(from the patient) to the respective CDC lab.

The man confirmed that he neither visited the virus origin
area nor came into contact with any sick person during his
travel. He was discharged on the condition of home
isolation. On January 20, 2020, his tests of nasopharyngeal
and oropharyngeal swabs came positive for COVID-19.
Immediately, he was admitted into an airborne-isolation
unit and treated afterwards with utmost care, which saved
his life. As per the CDC's press release on January 21,
2021, the man was United States first reported COVID-19
case.
The man was one of the twenty-eight million patients who
visited such UCC's in the year 2020. Out of those, more
than half were COVID-19 patients. In fact, over the last two
years, UCC's became the preferred 'go-to' choice for
patients who needed urgent, affordable, and episodic
COVID-19 care. This influx of patients showed the urgent
care's growing importance in our daily healthcare space.
Impact of Urgent Care:
According to the Urgent Care Association's (UCA, founded
in 2004) estimate, there are more than 10,000 UCC's across
the United States. From large urban areas to small rural
communities, UCC's are located in every area. Each year,
these UCC's gives treatments to more than 160 million
patients with mostly lower acuity. But due to their on-site
labs and x-ray capabilities, they are also able to treat
patients with higher level of acuity. Also, UCA works in
close collaborations with Convenient Care Association
(CCA), which is a representative body of 3,300 retail health
clinics spread across the States. Together, they provide high
degree of accessible healthcare to the patients from every
stratum of society.
To help urgent care industry in the areas of research,
technological upgrades, education, training, and honing
leadership in clinical practices management, there is urgent
care foundation (UCF), which is an affiliate of UCA. Both
UCF and UCA worked hard in bringing innovation and
improvement in delivering advanced healthcare models to
the industry. The emergency preparedness initiative
launched during the hurricane Harvey relief efforts, is
expanded over the years and is now being used to support
industry during these hard times. The pandemic emergency
fund was provided to educate and train clinicians to provide
better care to novel coronavirus affected patients.
All these efforts brought fruit when UCC's are needed the
most. As the third wave of COVID-19 is ravaging across
the States, Americans are finding UCC's as their best bet.
When it comes to walking in straight and getting tested for
COVID-19 without an appointment, then UCC is the only
option available. According to a mobile app Solv, this year,
UCC's saw a 50% spike in number of patient's online and
in-person bookings. Google search for UCC's is at a never-
before-seen levels.
UCC's plays a unique role in US's healthcare arena. They
are the only standalone medical care units available for
patients without any prior appointment. Many of them are
the only healthcare providers in their areas. And as opposed
to limited opening hours of regular primary clinics, UCC's
are open for longer periods. Some are even open for 24
hours a day, seven days a week even on weekends and
holidays.
Accessible Healthcare: Future Essential
Other reasons for UCC sudden upheaval are their adopting
of advanced technologies faster than their counterparts. For
example, faced with long queues of people to get tested for
COVID-19, CityMD, New York's largest UCC adopted an
urgent-care-specific software solution for queuing and
texting. And the long queues blocking the city roads
disappeared overnight.
Many of the UCC's are now leveraging enhanced digital
patient engagement systems. From check-ins to payments,
these systems are designed to manage high patient volumes
in short times, optimizing center's ability to handle high
demands of testing.
Simply, they are shortening their wait times, streamlining
their workflow, and improving patient's experience. By
enhancing efficiency and functioning, UCC's are evolving
into an essential entity of the healthcare continuum.
Anish Miller

North Star
Senior Advisors
Providing a Guided Path for Senior Living
S
enior parents and other ageing
loved ones often require
specialized medical care. The
necessity for specialized care has
become increasingly crucial to families
everywhere as our population becomes
older. However, achieving and
sustaining optimal health and wellness
for older people is more than just a
medical issue. Hence, effective
geriatric services have become a
crucial necessity.
Effective geriatric care necessitates
collaboration between health providers
and caretakers. Both work together to
manage their elders’ health concerns
and provide a safe, positive
environment for them.
To cater to this need, senior care
companies were established. One
promising name in that list is North
Star Senior Advisors which is highly
experienced in assisting families for
senior living.
North Star was selected for the 2020
Best of Orlando Award in the Assisted
Living Facility category by the
Orlando Award Program, as well as
listed at number 46 on Feedspot’s Top
100 Senior Care Blogs list for Blogs,
Websites and Influencers in 2021.
In the following interview, Ignacio
Quinones, the President of North Star
Senior Advisors, shares the journey of
the company, its mission, and how the
company is assisting senior citizens to
provide a guided path for senior living.
Please brief our audience about
North Star Senior Advisors, its
mission, and the key aspects of its
stronghold within the senior care
services niche.
Established in 2014, our mission is to
offer free support and guidance
through your transition into senior
living. We’ll explain the process,
provide an overview of senior living
communities, and accompany you on
tours to ensure that you find that
perfect new home in Lake, Seminole,
Orange, Osceola, and Volusia
Counties. We never charge a fee to
families and are paid by the assisted
living or memory care community that
you choose. We recently expanded our
niche and now offer Care Management
services, helping you through the aging
process.
Tell us more about North Star’s
services that give you a distinct edge
to stand out from the competition?
We provide a guided path to senior
living by narrowing down options
based on budget, location, level of
care, and more. What makes us unique
to this industry is that not only do we
have 30+ years of combined
Our mission
is to offer free
support and guidance
through your
transition into senior
living.

Ignacio Quinones started his
military career as an Infantry
soldier in Washington DC, ‘The
Old Guard’ where he
participated in various key
decorated ceremonies, funerals,
and parades for the US armed
forces. He then began his career
as an Army Nurse at Walter Reed
Army Medical Center where he
cared for wounded soldiers post
9/11.
As a nurse and veteran-owned
and operated ﬁrm, Ignacio
continues to use his nursing
license when assessing seniors
to help locate senior living
options that can accommodate
their level of care, allowing for a
proper placement.
Assisted Living communities
possess different license types
where some can only
accommodate certain needs.
Having a nursing background
provides seniors and families
with accurate information so
they can make the best,
informed decision regarding
their senior living needs.
About the Leader
Ignacio Quinones
President
North Star Senior
Advisors

healthcare/senior living experience, but
all staff members are also certified
dementia practitioners to assist those
with Dementia/Alzheimer’s.
Also, we have a nurse on duty to
perform accurate assessments for
proper placement. We are also veteran
owned and have bi-lingual staff upon
request. Our team is local to the
Central Florida area, and we have
personally toured all communities and
checked to ensure they are free of
abuse and negligence before guiding
our seniors and families there.
What is your opinion on the effects
of the current pandemic on the
healthcare sector, and what
challenges did North Star Senior
Advisors face during the initial
phase of the pandemic?
The current pandemic has affected us
all in some form with the healthcare
sector being affected the most. What
we have seen at the beginning of the
pandemic was that most individuals
were hesitant to place their loved ones
in senior living communities,
understandably.
All communities were also forced to go
on lock down. So, visitors were no
longer allowed inside, and current
residents were asked not to leave
unless there was a medical emergency.
But once their return, they had to be
quarantined for 14 days. This not only
impacted our business but also how we
operate.
Normally, we meet with families for a
consult and then schedule and
accompany families on tours of senior
living communities, but all of this
came to a halt. Fortunately, we were
still able to guide families throughout
all of the pandemic as we conducted
virtual consults and tours. When the
governor announced that they were
planning to open again, we were
grateful to be able to provide in-person
visits again.
With continuous technological
development in the healthcare space,
what is your prediction about the
future of the senior care services
market?
Senior Living communities will have
fully integrated technology by
including Telehealth services for
providers in order to conduct clinical
appointments to residents in senior
living communities. In addition, virtual
assistant devices will be added to
senior living apartments, so residents
can enjoy the benefits of voice
controlled artificial intelligence
assistance also known as ‘Smart
Homes’.
As an established leader, what would
be your advice to the budding
entrepreneurs and enthusiasts
aspiring to venture into the senior
care services niche?
One would definitely have to have a
passion for working with the geriatric
population. Ideally, their product or
service needs to satisfy a large demand.
I would also build a large synergistic
network within the healthcare sector
they are choosing to work within and
always find ways to give back to the
community.
How do you envision scaling North
Star Senior Advisors’ operations and
offerings in 2022?
We want to continue to approve upon
our core business within senior
placement and grow our new care
management services going into 2022

Making Your Second Innings Fruitful Period of Life
Many apprehensions surround you, and many
thoughts muddle your head. However, in the
journey of your life—one day the first inning
will come to an end. One day, eventually, you will soon be
entering your "Second Inning" sooner than you thought.
In the end, you must accept it with grace and maturity and
make the best of your situation. "Growing Old" does not
imply that your life is finished; as a golden ager, you have
all your time at your disposal, so take advantage of it.
The second innings is part of life, and a person with self-
respect wants to spend it with dignity and independence.
Many people make their plans for the second innings.
According to several reports, the population of senior
citizens is rising, and people are opting to modernize
independent living.
A place where a senior citizen lives with the characteristics
mentioned above is not an arduous task with Symphony
Senior Living.
Currently, under the coherent leadership of Christine
Turner, Vice President of Operations, Symphony Senior
Living excels with a vision to provide the highest quality
living community place where senior people can find a
home with exceptional care.
Additionally, Symphony communities have given out the
service that provides convenience and comfort to make
everyday life easier.
In an interview with Insights Care, Christine shares the
journey of Symphony Senior Living, highlighting its values
and her opinions on the future of the company with respect
to its mission to become a trusted senior care service
provider.
Christe Turner, Vice
President of Opera ons, started
her career freshly graduated as an RPN
doing pallia ve home care. A er transi oning
to re rement, she started working as a nurse and,
a er a few years, was promoted to Director of Care.
Chris ne worked as a Director of Care in a few different
places in the O awa area and quickly advanced to
Execu ve Director within only a few years. She has now
spent the last 25 years in the re rement industry- devo ng
her life to seniors. Chris ne was promoted this year to our
VP of Opera ons in Canada.
She oversees all opera ons in our four communi es in
O awa and ensures we are opera ng all our
proper es up to Symphony standard! She is so
excited to start her new role and really start
driving occupancy and quality in all our
proper es.
Coherent Leadership

Chris ne Turner
Vice President of Opera ons
Symphony Senior Living

Christine, please brief our audience about Symphony
Senior Living, its mission, and the key aspects of its
stronghold within the senior care services niche.
At Symphony Senior Living, we have been striving to serve
seniors and their loved ones since 2008. Symphony is a
Canadian company founded by Lisa Brush out of a desire to
help people in her career.
Since then, Symphony has grown exponentially and
operates four beautiful communities in the Ottawa area. Our
service levels range from independent living assisted living
to memory care, but our core values remain the same- we
are compassionate, dedicated, and genuine.
Tell us more about the services that give you a distinct
edge to stand out from the competition?
All four of our Symphony communities focus on our
service and care. We strongly believe that our residents
should never have to move out of a Symphony- we are their
forever home.
This is why we are one of the only retirement homes in the
Ottawa area to offer higher levels of care and even
palliative support in a warm and welcoming community. At
Symphony, we believe in deinstitutionalizing senior living.
We want to create an environment that feels like home and
is home.
What is your opinion on the effects of the current
pandemic on the healthcare sector, and what challenges
did Symphony Senior Living face during the initial
phase of the pandemic?
The pandemic has been a big challenge to take on in the
retirement home industry. Initially, many communities in
the area were hit hard with outbreaks that resulted in deaths
across the country. In March 2020, Symphony's CEO, Lisa
Brush, acted quickly when news of an impending pandemic
hit Ottawa.
Lisa mandated that staff only work at Symphony going
forward and quickly implemented health and safety
measures and visiting policies. Symphony stayed
completely COVID-free in all communities for two years!
Unfortunately, the most recent wave of Omicron swept
through three out of four of our homes. However, we were
lucky that we didn't have any deaths or serious illnesses as
all our staff and almost all our residents were fully
vaccinated and boosted by that point.
Overall, rapidly changing policies coming from regulatory
bodies also presented many challenges for our teams.
Adapting to this new and constantly evolving world
post-pandemic will be a challenge that Symphony is ready
to face head-on.

With continuous technological development in the
Our population in Canada is rapidly ageing, with the baby
boomer generation breaching their 70s and 80s. My
prediction is that we are going to see more tech-savvy
seniors who will want to engage with technology in their
golden years.
We believe that in the next few years, we will have to
include more tech services in our social programs, even on
the assisted living and maybe memory care side of things.
In the world of instantaneous communication, many seniors
are learning how to use social platforms to connect with
their children and grandchildren. That skill set will most
deﬁnitely present itself in the seniors of the future!
As an established leader, what would be your advice to
the budding entrepreneurs and enthusiasts aspiring to
venture into the senior care services niche?
One piece of advice would be to make sure that you're in
this industry because you're truly passionate about caring
for seniors.
At times this industry can be challenging and hard to
navigate, but you must maintain a clear vision- always
keeping in mind that we are here to serve our residents! In
the past, when times have been tough, we try to bring my
focus back to the seniors we're doing this for. By leading
teams this way, we can be more successful together!
How do you envision scaling Symphony Senior Living's
operations and oﬀerings in 2022?
Symphony is always looking to grow our business and
improve our operations for our residents and family
members! In 2022, we want to continue to provide the
highest quality of care and focus on maintaining
consistency throughout our communities.
The rapidly evolving situation often left us confused and
frustrated during the pandemic. Going forward into what is
hopefully a more COVID-free 2022, we want to focus on
our Symphony service standards and ensuring that all our
residents live a full and happy life with us- always!
We strongly
believe that our
residents
should never
have to move out of a
Symphony- we
are their
forever home.

10 Most Trusted Senior Care Service Providers 2022 Vol 2.pdf

10 Most Trusted Senior Care Service Providers 2022 Vol 2.pdf

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