Welcome to the new road to recovery . . .
. . . so you can get back to the business of being you!
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Table of Contents Welcome 3 Disney Magic 4 Our Crew 4 iCare 4 Speaking our Language 5
Preparing for Your Stay Packing List 6 Safe Travels 7 Checking In 7 Contract 7 Payment 8 Medications 8
When You Are Here There’s an App for That 8 Your Suite 8 The First 24 Hours 9 Suite-side Rounds 9 Therapy 10 Your Schedule 11 Call Lights 11 The Salon 11 CuisineCare 12 Canine Visits 12
Preparing to Leave The Duration of Your Stay 13 Social Work 13 Follow-up Care 13 Ancillary Equipment 13 Don’t Forget 13 Check-out Time 13 Celebrate 13 Let’s Keep in Touch 14 Volunteer Opportunities 14
“All the therapists and nursing staff were great. The service and the food were excellent. And, the Guest Experience
Coordinators are awesome! The facility is amazingly clean. Everyone treated me
well, and I enjoyed my talks with the events staff. The social services team was
excellent. Everyone I encountered was just beautiful!”
© 2021 Transitional Care Management.
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Dear Guest, Welcome to our center. We are very happy that you have chosen us for your rehabilitation and skilled nursing needs.
Our center offers a healthy balance of the finest in facilities, utmost in service, sophisticated treatment protocols and highly skilled rehabilitative care.
In addition to our fine clinical services, your comfort is a priority each day of your stay with us. Our hospitality services help our guests be happy, healthy and well.
We extend this hospitality in every meal we serve. Our made-from-scratch CuisineCare cooking, themed meals feature our culinary commitment to quality as their prime ingredient.
Our commitment to renewal extends to nourishment for the soul as well. We offer a variety of events and services as a part of each guest’s stay. We believe that when you have something to look forward to then you will feel better too.
It’s our pleasure to serve you and show you that we care in everything we do. Throughout our Center you will find our iCare symbol. It is an ever-present reminder of our commitment to listening to our customers, sharing ideas, celebrating successes and acting on concerns.
We value your feedback. Please share it with us in person, via our iCare comment cards and suggestion box or through our customer care line at 847-720-8860. We sincerely want to know if you enjoyed your stay with us and how we can improve.
Throughout these pages you will find various information and tips to help make your stay more enjoyable. We hope you will find this guide helpful in planning for your visit and throughout your stay.
“The personal attention and customization of treatment exceeded my expectations. I was able to return to my golf
game in 3 weeks!”
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Disney Magic Hopefully it won’t take long for you to realize that our center is not your typical skilled nursing center. That’s because our goal is to help change the way people think about skilled nursing and, for that matter, healthcare in general.
Our Center offers not only the highest quality post-acute rehabilitative care, we also raise the bar with regard to hospitality including food, cleanliness and customer service.
In establishing our Center’s culture and services, we looked outside of the healthcare arena to the hospitality experts for guidance. We turned to the book, If Disney Ran Your Hospital, by Fred Lee. Turns out, despite the obvious differences between caring for patients and running an amusement park, there are also a lot of similarities. We are both in the business of delivering positive customer experiences each and every day.
The book creates some pretty big philosophical parallels between healthcare and Disney’s famed service culture and standards. Disney taught us how to help our customers see that we truly care and how to help our crew feel supported, appreciated and happy to come to work every day.
We think you’ll agree that a little Disney magic went a long way in helping define our culture and our guest experience.
Our Crew We really care about the care and services we provide, and we will work hard to earn your trust and succeed in being the rehabilitation provider of choice in our community. Thank you for this opportunity to serve you.
However, at the end of the day, we are people taking care of people. If we do not meet your expectations in any way, we hope that you bring it to our attention. Our commitment to you is that we will identify, apologize (no excuses), and tell you how we are going to improve, so we can respond and make your stay with us a healing, healthy and positive experience.
We value your ideas, compliments and concerns. If you have something to share, we hope you feel comfortable sharing it with any member of our team. If you prefer, please call our iCare number at 847-720-8860, fill out an iCare card or send us your comments via the center’s app.
Please remember, the one question we can never answer is the one you don’t ask . . . the one situation we can never resolve is the one we don’t know exists . . . and the one request we can never fulfill is the one we don’t know you have. Thank you in advance for sharing your thoughts with us.
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Speaking Our Language Part of changing the way we think about skilled nursing and healthcare is changing the way we use healthcare-related vocabulary. Here are some non-traditional terms we use that might be helpful for you to understand.
Guest – As an extension of our hospitality focus, we refer to all our patients as “guests.”
Hospital Transitions – This is what we call our admissions department where we help guests transfer (check-in) to the Center.
Welcome Center – The Hospital Transitions department is located in The Welcome Center, which is essentially the reception area at the front entrance of our building.
Guest Experience Coordinator (GEC) – Our Guest Experience Coordinators are trained Certified Nursing Assistants (CNAs) who care for your personal needs. They focus on your activities of daily living, including dressing, showering, toileting and walking or wheeling you to and from the restaurant for all three meals.
CuisineCare – Our dining and dietary program – we show we care in every meal we serve!
Events – It is our pleasure to offer a variety of life- enriching activities and services as part of each guest’s stay.
Environmental Services – This team cares for our Center’s maintenance.
Guest Services – This team manages the laundry and housekeeping throughout our Center.
Concierge – The front desk receptionist provides a variety of services for guests, including checking visitors in and out of the Center, providing them with a guest safety badge to wear during their visit and offering snacks for purchase.
Crew – We refer to all our staff as “Crew.”
“Upon arrival at Thrive, my pain was pretty unbearable. I now feel 100%
better. The team is pretty great, and I was well taken care of by everyone. I will definitely recommend Thrive to others.”
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p ackin
g Preparing For Your Stay In general, when packing for a rehabilitative stay at our Center, less is more. Your length of stay will be customized to your needs.
During this time, most guests ask their family or friends to do their laundry, although our private laundry services are available two days each week. With this in mind, please pack the following:
Bring
• 3 pairs of pants or shorts (comfortable for therapy) • 3 shirts/tops (depending on your condition, consider if zippers, snaps, buttons or overhead will be most conducive to your recovery) • 6 pairs of underwear • 3 comfortable bras • 6 pairs of socks • good, solid, non-skid shoes for walking • pajamas • slippers with non-skid bottoms • toiletries including a toothbrush, toothpaste, brush/comb, electric razor and make-up • blow dryer • personal electronics – if you use a cell phone, laptop or tablet, please supply your own, and don’t forget the charger • favorite healthy snacks from home and a credit card to purchase additional drinks and snacks on our Suite Sweet carts each evening
Don’t bring
Please leave jewelry, cash and valuables at home. Please secure any valuables you do bring to the Center in the locked drawer or safe in your suite.
Our environment is one that is clean, simple and promotes healing. Leaving extra personal items at home helps us keep you safe by ensuring your suite is clutter-free.
Think of your suite like a hotel room where you wouldn’t hang or tape pictures or cards to the wall or bring your own furniture, lamps, extension cords, fans/heaters or plants. In like manner, you most likely won’t need or want to here (maybe an inspirational framed picture might be nice for your nightstand).
“My experience was very nice. The employees made it easy to be here. I really loved the staff the most. Without nice people, illness can be challenging. So I extend a heartfelt THANK YOU to the staff.”
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Safe Travels Transportation from the hospital to our Center – There are several options for transportation from the hospital to our Center. Typically the hospital discharge planner coordinates this transportation on behalf of our guests. Please note that you will be responsible for any fees associated with your chosen means of transportation. Our Crew will be available to assist you in and out of the vehicle. You may arrive by:
• ambulance • family/friend in a personal vehicle • MediCar transportation via van with a driver.
Transportation from our Center to a physician appointment – Any appointments that do not pertain to your stay at the hospital should be postponed until such time that you can safely and conveniently keep them. These would include dental, primary care office visits/check-ups, specialty visits not pertaining to your hospital stay, podiatry, blood work, etc.
Appointments pertaining to your hospital stay or specialist, like a follow-up appointment to your surgeon, will be set up by our Crew in coordination with you or your designee. You may utilize the same modes of transportation to and from the Center as noted above, with the preference typically being via car with your family or friend.
Checking in Your check-in time at our center is dependent on the timing of the discharge from the hospital. You are invited to check-in anytime – we are open 24/7. Our preference is to greet you in late morning or early afternoon. This allows you time to get settled and allows for our clinical, social services, CuisineCare and therapy teams to make their initial visits and evaluations and order medications, which will be available within four hours of check-in.
Contract As required by the Illinois Department of Public Health, you must review and sign a contract prior to check-in. Our contract is electronic and can be emailed to you to review, sign and return in advance of the stay, or it can be completed when you arrive at the Center.
We ask that you keep a credit card on file with us to cover charges before you check out.
“Everyone has been so very professional, positive, supportive and helpful. The facility is so very clean. The food has been amazing, my programs have been amazing, and
I already plan to return here if I have my other surgery in the near future. This experience at Thrive has improved my quality of life greatly!”
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Medications It is very important to note that, as required by the Illinois Department of Public Health, your medications do not transport with you from the hospital, nor are you allowed to bring prescription medications from home with you to our Center. Please know, however, that your prescription list will be sent to us from the hospital. Please discuss any over-the-counter and uncomon medications or herbal supplements with your nurse.
Receiving your final, scheduled medication, especially pain medications,
PRIOR to discharge from the hospital, is CRITICAL to your comfort and care during the transition to our Center.
Your physician, physician assistant or nurse practitioner will review the medication list, and our clinical team will submit your order electronically to our pharmacy partner. The pharmacy will deliver your admission medications
within a four-hour window from the time they are approved and ordered.
It is very important that you allow for this four- hour window and receive your final, scheduled medication, especially pain medications, prior to leaving the hospital.
Payment As a transitional healthcare provider, our relationship is with you, not your insurance company. While filing insurance claims is a courtesy we extend to our guests, all charges are your responsibility from the date the services are rendered. Frequently insurance plans cover much of the expense associated with your stay at our center, however, each insurance plan is different. Ultimately it is your responsibility to understand the nuances of your personal insurance coverage.
As a care provider, not an insurer, we do our best to confirm benefits and secure a pre- authorization for care and services from your insurance company. In addition, we communicate with insurers weekly and provide updates on your
progress and continued needs. We, however, do not play a decision-making role in what costs are covered and what costs are not covered.
As a part of understanding your own coverage, it is important to note that you will most likely have a deductible, co-pay and/or other out-of-pocket costs that are your responsibility. We ask that you keep a credit card on file with our center to cover those charges before you check out.
“My occupational and physical therapists were outstanding! The nurses are
wonderful too. I received good care and am thankful.”
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r stay Your Suite Especially designed with the comfort and convenience of the post acute rehabilitation guest in mind, our private suites feature:
Private bathrooms – Our private bathrooms feature walk-in showers.
Television/remote control – Each in-suite, flat- screen television has a remote control. Choose POWER to turn on the television, INFO for helpful information about our Center and GUIDE for a Comcast channel guide.
In-suite telephone – Each suite has a telephone on the nightstand. Simply dial the area code and phone number to dial out.
Non-skid floors – For your safety, all of our floors are non-skid surfaces.
Safe and lockable nightstand drawer – Each suite contains a nightstand with a lockable drawer and a safe. Instructions for programming the safe are located on our app and television INFO guide.
Blinds – Please open and close the slats of the blinds to allow for your desired light levels (note: the blinds themselves do not move up and down).
Heat and air conditioning – Each suite features its own heat and air conditioning unit, so you can adjust your temperature according to your preferences.
Ancillary equipment – For your convenience, each suite comes complete with a wheelchair, leg rests, walker, cushion, shower bench, reacher, sock aid and shoe horn. Please use them as much or as little as you’d like. Your therapist can assist you with determining if you will need any equipment when you return home. If you do, we will help you secure that equipment, however, the equipment that is in your suite is to stay in the suite.
Bed equipment – Because our focus is to help you function at home safely, we ask that you work on your skills and do things with us just as you would do them at home where you will most likely not have this equipment. Please note that our beds hold up to 500 pounds and are over six feet in length.
In-suite refrigerator – A small in-suite refrigerator is provided for your convenience. We encourage you to drink plenty of bottled water throughout your stay.
A good night’s rest – Sleeping well is critical to recovery and overall good health. Rest assured – with built-in conveniences like a pass-through window for medications and other supplies – we’ll go out of our way to help ensure uninterrupted, “suite” dreams!
Fresh air – A little fresh air will do you a world of good! Step out onto one of our many outdoor patios and terraces. Breathe deeply. Repeat. You’ll feel better already!
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The First Few Days The first 24 hours of your stay will be spent getting to know you and your personal needs and preferences. You can anticipate the following visits, assessments and evaluations:
Nursing, including wound care as it applies, will address clinical needs and determine your schedule and preferences for support with personal care, including bathing, bathroom and bedtime.
Therapy, including physical, occupational and speech therapy or any combination as they apply,
There’s an App for That! Many of your questions about logistics at our Center can be answered by downloading our free guest app from the App Store. Simply use your smart device to visit the App Store. Please see the Concierge at your center for the exact name of each Center’s app.
Our app offers a variety of helpful tools, including an orientation to key features of your suite, daily menu choices and events and access to key Center contacts, all right at your fingertips! You can also use the app to register compliments, bright ideas and concerns.
will address any obstacle to your safe return home. We ask that you please adhere to your therapy schedule.
CuisineCare registered dieticians will coordinate any special meal requirements. Please be aware that our food is already no/low sugar and salt.
Physicians and nurse practitioners are in our Center regularly and available in-person, by phone or via tele-health. You will be seen by a physician or nurse practitioner either in-person or via tele-health within the first 72 hours of check- in. They oversee care and intervene, as necessary or as requested.
Event coordinators will inquire about your preferences and interests and offer a variety of events and services, primarily in the late afternoon and evening, as part of your stay.
Our social worker team will assess medically related social and emotional needs, help you become comfortable in your surroundings and facilitate a smooth transition home by ensuring the right resources, access to medications and equipment and appropriate medical follow-up are planned for and in place.
Suite-side Rounds Following these initial evaluations, the team will meet with you and your designee within 48 hours of checking into the Center to understand your goals, discuss findings, review the care plan and set a tentative check-out date. Targeted check-out dates are based on our findings and established care guidelines and are determined in conjunction with the hospitals and insurance providers.
Suite-side Rounds are meant to be interactive and
“The care I received was exceptional. They are truly incredible people
who were there for me.”
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Therapy As you begin your recovery journey, please note the following advantages of working with the therapy team:
All in-house therapy crew – Each member of our therapy Crew is employed by our Center. That means that no therapy services are subcontracted to an outside provider. We believe this important distinction leads to more consistency in training and service delivery and, ultimately, better results.
Advanced certifications – In addition to extensive schooling, advanced training, years of experience and continuing education, individual therapists hold certifications in geriatric, lymphedema, kinesiotape, vital stimulation and wound care.
Specialties – Our therapists specialize in various areas, for example, cardiac, orthopedic, respiratory and post-surgical care, and, as such, are experts in providing therapeutic rehabilitation solutions that are specific to your exact needs.
Daily Therapy – We offer therapy seven days a week. As appropriate, weekend therapy is critical to help build endurance, avoid set-backs and recover more quickly and completely.
Your therapy plan is determined from your evaluation and goals that you set with your therapist. Visit frequency and duration are set with your therapist, with options typically ranging from therapy services five to seven days a week.
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Schedule Our goal is to coordinate your personal needs as well as the Center’s ongoing fundamental operations, like therapy, medication passing and meals, to assure that you are well tended to during your stay with us.
Carefully coordinating your personal care needs around the times of the day that are time-sensitive for our Crew helps align expectations and create the best results.
Medication Pass Our nurses are required to complete medication passes within a two-hour window, five times a day as your physician has ordered. Please see the Concierge at your center for medication pass times.
Salon When you look good, you’ll feel better! For our guests’ convenience, we offer a full-service hair and nail salon. Please see the app for salon hours, pricing and appointments or the Concierge at your center for information about making an appointment.
Restaurant Hours You are invited to eat your meals in our restaurants. We believe that dining in the restaurants (as opposed to in the suites) complements the overall rehabilitation experience and helps expedite recovery.
Please see the daily schedule or the Concierge for meal times at our center.
Personal Care A working understanding of your typical daily schedule and preferred times for waking up, showering and going to bed can help in coordinating timely support with personal care within the framework of scheduled medication passes, therapy sessions and meals. Please discuss these personal care preferences and approximate schedule with your nurse and GEC within the first 24 hours of checking in so we can best meet your needs.
Call Lights By understanding our operating schedule and planning in advance for your personal care needs, our goal is to pro-actively arrange for support and have a shared expectation about the timing of that support. In the event that something unplanned comes up, each suite is equipped with a call light feature. The purpose of the call light is to notify the nursing staff of more urgent, emerging or unscheduled care needs.
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CuisineCare We know that what you eat plays a critical role in your level of satisfaction as well as your recovery. Our made-from-scratch cooking, themed dinners and distinct restaurant venues feature a commitment to quality as their prime ingredient.
Our hope is that our CuisineCare extends into your kitchen at home as well. During your rehabilitation stay, we invite you to attend cooking classes to help better prepare yourself for a healthy diet and lifestyle when you return home.
Dining in – An extension of our therapy program, we request that you enjoy all three meals a day in one of our restaurants. Members of our Crew will walk (or wheel) you to and from the restaurant of your choice for each meal each day. This commitment from our Crew is one that we take great pride in, since we believe it serves to enhance the overall rehabilitation experience and expedite recovery.
Room trays are available on a limited basis for guests who, according to their healthcare provider’s orders, must remain in their suite due to a medical condition. We ask that guests who require tray service join us in the restaurants as soon as possible, since this process provides six more times during the day to move and enhances therapeutic recovery.
Dietary requirements – Our meals are safe for all diets with the exception of specific food allergies or gluten. Our registered dieticians will work with you on any special requirements you may have to keep you safe and healthy while you are with us.
Menus change daily and are listed on the in-suite televisions and on the Center app.
Visitor meals – Visitors are welcome to enjoy meals at our Center. Credit cards (not cash) are accepted.
Complimentary snacks may be enjoyed from the Suite Sweet cart each evening. Enhanced snack offerings are also available for an additional fee for both guests and visitors via the cart or with the Concierge and are priced on an á la carte basis (credit cards are accepted).
Table-side service – Our CuisineCare servers (not your GEC) take your meal order and serve you restaurant style. You may choose from our Chef’s fabulous featured entrees each meal (ask for a sample if you are not sure) or the alternate.
Bring Your Dog for a Visit But first we must have these up to date records:
• Bordetella vaccination • Rabies vaccinations • Da2pp or Da2pp w/ Leptospirosis Please make sure your dog is leashed at all times and obedient and please
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The Duration of Your Stay Our number one priority is to prepare our guests for a safe transition home, or to the next level of care, as independently as possible. Based on each diagnosis, we use evidence-based best practices and care guidelines to give guests a tentative check-out date goal.
Since we want you to return home and stay at home without re-admission to the hospital, based on your personal situation and progress, payer source and ability to achieve your goals, your check-out date may or may not change during your stay. At times, that change may be disappointing, but please know we have your best interest at heart when we recommend extending a stay until all therapeutic goals are reached and you can safely transition to a more independent living scenario.
Social Work Our social work team has been preparing for your departure since you checked in, and, in conjunction with your healthcare provider, will help facilitate a smooth transition home by ensuring the right resources, access to medications and equipment and appropriate medical follow-up are planned for and in place.
Follow-up Care When you check out of the Center, please be sure you understand any “next steps” as they relate to follow-up care, including potentially scheduling a visit with your surgeon or referring physician as required. You may also want to consider scheduling a follow-up appointment with your primary care provider to update him or her on your health status following a hospitalization and post-acute stay.
Don’t Forget . . . Don’t forget to double check your wardrobe, drawers and in-suite safe for valuables before you leave. We want you to return home with all of your personal items.
Ancillary Equipment The ancillary equipment in your suite, including wheelchair, leg rests, cushion, walker, shower bench, reacher, sock aid and shoe horn, are to remain in the suite. A therapist will assist in determining if any equipment is needed for your return home and, along with the social worker, will help secure it if it is needed.
Check-out Time Check out time starts at 11:00 am (this gives you time to eat breakfast and receive any morning medication), and ends at 1:00 pm. If you need special arrangements, please work with your Social Service Crew member. If you need to extend your stay, we do offer late check-out for an additional fee.
Celebration! Zippity doo dah . . . do we have a surprise for you! We’ll meet you at the front door to say our good-byes and wish you continued success and good health!
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Let’s Keep in Touch We are deeply committed to your ongoing recovery and good health. Please call us if you have concerns with:
• medical equipment • your home health provider • medications/medication delivery • follow-up appointment with your referring physician.
We’d love to hear from you!
Volunteer Are you looking to make a difference? Our Center is accepting new volunteer applications for a variety of opportunities at our rehabilitation center. Former guests make wonderful and inspiring volunteers!
If you are interested in becoming a volunteer, please fill out our online application form on our Center website.
Thank You for Showing You Care! Many of our guests ask us how they can help us. Thanks for asking! It’s simple:
• Tell your friends and family about your experience at our center. • Tell your doctors. • Spread the good word about our center on social media including Facebook, Google and YELP. • Fill out an iCare card so we can recognize our Crew.
“I never met a more dedicated group of people.”
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Get back to the business of being you!
“I have enjoyed my stay at Thrive. I can honestly say that each caregiver regardless of title was warm, caring and attentive during my stay. I worked hard to regain my strength, but everyone worked right aside of me to help. I would definitely recommend Thrive to anyone.”
© 2021 Transitional Care Management. All rights reserved.
Thrive of Fox Valley 4020 E. New York Street Aurora, IL 60504 331-301-5590
Thrive of Lisle 2850 Ogden Avenue Lisle, IL 60532 331-249-6200