Paul Contris Interview - February 2016

1. Katherine: Paul Contrisof Welcovisjoiningusagainthismonthand he'sgoingto share withus
some more informationaboutwhathisorganizationdoesandtogive youmore insight
on hisorganization,whatinsighthe cangive youwhenitcomestothe care or extended
care of yourlovedone.Welcome backPaul.How are you?
Paul: I'm well.Howare youKatherine?
Katherine: I am doingwonderful.Iwantto getright intothis.Talkto us abouthow Welcovdoes
withaccomplishingandfosteringanenvironmentof compassionandcare that makes
the residentfeelathome?Iknow we've talkedaboutthisbefore inasense of a person
havingto separate fromwhatthey've calledhome formanyyearssowhat doyou all do
to give themthatsame home feelingorgive themafeelingof home whentheycome to
you?
Paul: Well itmay sounda bitlike a brokenrecordbutit reallydoescome downtomakingour
associatesoremployeesyouknow feel like they're inaplace where theycanyou know
findfulfillmentandfeel appreciatedandrespectedandif ouremployeesfeel thatway
they're goingtoI thinkpass that onto our residentsandthatto me is reallythe key.We
try to geta across the message toour employeestoreallylookatthe residentsthey're
caring foras theywouldif itwas one of theirrelativesorlovedones.Youknow those
residents,thatistheirhome youknow for that periodof time andobviouslyinour
assistedlivingit'samuch more home like setting.Youknow they're there forextended
periodsof time andit'svery appropriate ortechnical inthatsituationandour skilled
nursingfacilities,mostof the time the peoplethere youknow are shortstay,a couple
weeks,three,fourweekswhere theyneedintensive nursingcare aftermaybe some sort
of episodiceventinahospital.Youknow maybe theyhada hipreplacementorsoon,
and so forthbuteveninthat short periodof time,that'stheirhome andwe needto
make themfeel comfortableandreallytreatourresidentsaswe wouldtreatourown
lovedonessothat's where we reallytoemphasize andpassalongtoour employees.
Katherine: Absolutely.That'sfantasticandyoubroke itdownintoyou know,dependsonhowlong
they're goingtobe there,theystill are gettingthatfeelingof home andthat'svery
importantbecause it'swe will trytoavoidas much as possible gettingthe care we need
outside of home because we're scaredandfeelinglikeyou're athome givesthatpeace
and comfortand I'm able togo aheadand heal and getthe care that I needsothat's
awesome.
Your core valuesare accountability,compassion,respect,empowermentandtrust.Why
are these so importanttoWelcov?
Paul: Well itreallykindof comesdowntothe goldenrule whichwe trytolive byand that's
howyou wantto treat othersas youwouldwantto be treatedyourself andIthinkthat's
kindof at the core of our missionstatementandourkindof insistence uponourpeople
beingheldaccountable andbeingrespectfulandestablishingthatlevelof trust.Once
again,if we can accomplishthatwithouremployees,the people whoare actuallycaring

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for the residentsthenIthinkthatgoesa longway tous beingable toestablishthat
same relationshipandmaintainingthose same valueswithourresidentssoit'sreallya
matterof treatingourresidentslike we wouldwantsomebodytotreatour lovedones
and that will translate intothembeing, havingapositive satisfyingexperience withour
facilityorthe systemof whateverstaythey're in.Thatin the longrun resultsinusbeing
successful because there'sgoingtobe positive wordof mouthandyouknow we'll have
repeatcustomersandso it all kindof tiesintomaking,asall businessesare Iguess,
makingthe customerhappyand youknow that's whatwe strive to do.
Katherine: Right,youdefinitelystartwiththe leadershipanditsoundslike thatyouall believeinit
starts at the headand it goesdownthat same wayso if the environmentishealthyand
happyand accountable thenit'sgoingto translate intowhatthe residentsfeel so
awesome.Welcovpridesitself onprovidingmore choicestoitsresidents.Canyoutalk
aboutwhat that means incomparisontootherservice providerslikeyourself?
Paul: Well youknowit'skindof inline withthathome like atmosphere.We like togive the
residentschoices,make themfeellikethey're athome andshow thatit kindof should
be up to themas to what time theywanttoget up inthe morning,youknow whattime
theywantto have breakfastandthenif they're havingbreakfast, whatdotheywantto
have for breakfast?Youknow andgive themchoicesin the menuoptionsandjustthe
same withtheirparticipationinprogramsandactivities.Obviouslywe tryto give them
varietyandoptionsinthose typesof areastoo and reallylet themdrive theirown
agenda.That's kindof what we pushto do isto give themmore choicesandletthem
make the decisions.
Obviouslythere'scertainthingsasfaras maybe medicationsornursingtype servicesof
rehabor thingslike thatbut you've gota schedule,you've gottostickto schedules
anywhere we can,we try to keepourschedule ...We're servingthem, it'snotthe other
wayaround. It'snot like okaywell we're readytodothisso here we go.It's more like if
we had the abilitytogive themthe optionandbe flexible thenit'sall right,youtell us
whatworks foryou.I thinkthat's kindof what we try to do.
Katherine: I thinkthat's importantbecause one of the thingsaswe are ina dependentsituation
whetherit'sanaging or we had an injurythatwe're recoveringfrom, we don'twantto
lose thatcontrol.We don'twant to lose thatindependence soIthinkthat'svery
important.
Paul: Exactly.
Katherine: Awesome.Withall thisbeingsaid,all thissoundswonderful.Whatare some of the
residentswhoare currentlythere orhave usedyourservicesbefore,whatare they
saying?
Paul: Well we have positive feedback.We've gotsome verypositive writtentestamentsthat
we have on our website www.wellcov.comandwe alsoemployacompanycalled
Pinnacle thatbasicallydoesinterviewswithourresidentsanddoesourcustomer
satisfactionsurveysonaregular andfrequentbasisandwe're veryintune to whatour

3. Paul Contris Feb 2016 Interview Page 3 of 3
residentsandtheirlovedonesare saying.That'snotto saywe don't evermake a
mistake andthere'ssometimes,if you're inaskillednursingfacility,you'vejusthadan
operationorwhateverandyouknow sometimes youare justuncomfortable,inpain
and there'ssometimespeople are notgoingtobe happy, but ingeneral we have very,
verypositive commentsandwe stayon topof that. If we have any reportsand we have
a complainthotline that'smannedand workssoif anybodyhasa problem, theycanjust
call that numberand itgoesthroughour leadershipandcorporate office andwe follow
up.We're all about...
Katherine: Got that accountability.
Paul: Yep.You knowwhat theysayingand itbetterbe good and if it'snot goodthenwe need
to getto the bottomof it.
Katherine: It betterbe good.
Paul: Yeah butif it's not goodso ...
Katherine: That's wonderful.Thatiswonderful.You've answeredalotof the questionsthatI've had
thissessionsothere will be more nexttime aboutyourorganization,whatyourbeliefs
are, and howyou're leadingthe wayforthisatmosphere of compassionandcarwith
Welcov.Iknowyou gave the website justamomentagobut letpeople know,one more
time before we wrapuphow to get intouch withyou.
Paul: Yes it'swww.wellcov.comandWelcovisjustspelledWE L C O V, V as in Victor,
Welcov.com.
Katherine: Thank youPaul and until nexttime.
Paul: Thank youKatherine.Have awonderful day.
Katherine: You too.