A Signature Revolution
Signature HealthCARE’s vision is to lead radical change across the healthcare landscape to transform lives. It’s a revolution in the healthcare industry where inspiring others to live with purpose is our priority.
Signature HealthCARE is a family-based healthcare company that offers integrated services in 10 states across the continuum of care: skilled nursing, rehabilitation, assisted living, memory care, home health, cognitive care, and telemedicine. A growing number of Signature centers are earning quality assurance accreditation and pioneering person-directed care. Inc. 5000 most recently recognized Signature on its list of fastest-growing private companies in 2017, and they have been awarded Great Place to Work for two years in a row.
Signature’s organizational culture inspires over 17,000 employees with three pillars: learning, spirituality, and innovation.
The Foundation of Success
Signature HealthCARE was founded in 2007 with a vision to radically change the landscape of healthcare forever. But Signature HealthCARE leaders spent years building the foundation.
Earlier that year, the company had launched its Spirituality and Quality of Life programs, including the Hall of Fame Café, which honors residents for their extraordinary achievements.
In 2010, Signature relocated its corporate headquarters from Palm Beach Gardens, Florida to Louisville, Kentucky – contributing to the city’s reputation as the nation’s leader in aging care.
Signature continued to expand and now has 115 locations. Signature’s industry-leading culture change initiatives empower residents, stakeholders and families to live with purpose because caring is a calling.
For over a decade, my team and I have charted a course to radically change how society perceives nursing homes in this country. Coming from outside the long-term care industry, I was stunned and disappointed by how many companies were not meeting the demands of the communities they serve. I knew this business would never be easy. The social responsibility to deliver diligent service and restore public trust by changing the negative perception that many have when they hear the words “nursing home” made Signature’s commitment to revolutionizing the industry beyond a dream into reality.
I have seen Signature’s vision become reality in ways I never thought possible: struggling facilities winning awards, thousands of customers returning home to a life they cherish, towns that were ready to give up transforming into thriving communities, thousands of passionate stakeholders loving their job so much they impact lives, hundreds and hundreds of nursing home residents living with new quality of life, interfaith prayer throughout the company helping us better understand and respect each other, and new ideas from our engaged stakeholders innovating how nursing homes operate.
These triumphs are all part of Signature HealthCARE’s movement to impact the long-term care industry.
I personally became a Signature customer in 2009 when my father became a resident at a Signature facility in Louisville, Kentucky, during his painful battle with pancreatic cancer. This experience made me realize that our mission and vision is truly about changing lives. Dad received great care from stakeholders that inspired me to new heights; the empathy and compassion of our full-time chaplain was a valued relationship that became priceless to him and us; my family received excellent medical advice during uncertain times as his physical capabilities rapidly deteriorated; and the food that he was able to eat was fantastic.
But I realized that we need to better explain to our customers what happens in the first 24 hours after admission, that positive change needs to come faster, and that we cannot stop until the Revolution is complete. To do this, Signature HealthCARE has established innovative business approaches and a new model of care through our three foundational pillars: Innovation, Learning, and Spirituality.
As a long-term stakeholder, I believe if you are searching for vocation and purpose, Signature is an award-winning organization that will engage you like never before. If you are considering senior care services for yourself or a loved one, I know your experience will be a very positive one just like it was with my Dad. If you are looking for ways to enhance your senior care community, I have seen us build collaborative partnerships that have changed lives. Lastly, if you just have a personal question or need advice, please contact us because we would love to help you in any way we can.
E. Joseph Steier, III
President and CEO
Vision and Mission
Our vision is to lead radical change across the healthcare landscape to transform lives.
We revolutionize the healthcare experience for those we serve, through an innovative culture of person-directed care, individualized spirituality, and meaningful quality of life driven by stakeholder learning and purpose.
PRINCIPLE 1: WE ARE A RESIDENT ADVOCATE, FIRST, LAST AND ALWAYS
As a Signature stakeholder, we are the eyes, the ears and hearts of our residents, and the last line of protection. We will see things we may not fully understand . . . we will hear things that concern us, so we need to take it to the appropriate party to ensure resident rights . . . we will know things that were not done properly, and we will need to report on as the last line of defense for our residents.
PRINCIPLE 2: WE ARE ALL ABOUT CLINICAL EXCELLENCE
We accept the overwhelming responsibility to serve our most chronically ill, cognitively challenged residents and patients as a clinical expert, an extended family member and a patient advocate at all times. We are given the tools, resources and education to provide the optimal outcome that each individual we are blessed to serve deserves. We will become great at this!
We commit to strive for quality metrics designed to eradicate risk, acuity-based staffing to support the highest standard of care for our residents, and rich training in clinical competencies and emotional and spiritual connectedness.
PRINCIPLE 3: WE NURTURE HOPE IN HEALING THROUGH OPERATIONALIZED SPIRITUALITY
We are a movement in the defiance of suffering where spirituality transcends every aspect of our care delivery system. Our Spirituality pillar was founded on the belief that nurturing the spirit is the essence of human well-being. The movement is founded on the emotional and spiritual healing well of compassion and hope in medicine for our stakeholders, residents and their families, honoring and respecting all faith traditions, cultural fabric and beliefs.
PRINCIPLE 4: WE EMBRACE LIFELONG LEARNING FOR ALL STAKEHOLDERS
Every stakeholder has a career journey that is sacred to them, and it is our obligation to grow them through our Learning pillar and talent management program. We identify early capabilities and future leadership potential in an ethical manner to foster growth, providing the educational development and critical path to achieve all life’s potential.
PRINCIPLE 5: EVERYONE SHOULD BE A CNA
Every Signature leader is required to achieve their Certified Nursing Assistance license, the front line of the industry where care is most rewarding and often most challenging. We as leaders should know what it’s like, and we do. The more we know, the more we discover radical change to the hopelessness of aging.
PRINCIPLE 6: THE SACRED SIX: OUR CREED – COMPASSION, RESPECT, INTEGRITY, TEAMWORK, POSITIVITY, AND PATIENCE
The Sacred Six were drafted based on feedback from our dedicated frontline caregivers who serve others each and every day. As our industry faces difficult times, what sets us apart from our competitors and helps us thrive is the pursuit of radical change and quality of life for all our people. The Sacred Six: Compassion, Integrity, Teamwork, Respect, Positivity and Patience are essential to Signature’s mission.
PRINCIPLE 7: MISTAKES ARE OPTIONAL, THE TRUTH IS NOT
As a stakeholder, we are challenged to innovate, try new things, take calculated risks, and learn daily! This culture is not punitive in nature but grounded in the responsibility and the commitment to openly admitting mistakes, errors in human judgment and to always answer your calls with the truth of what we know and what happened is how we learn, forgive, and grow as an organization and we can only be responsible individually for the things we withhold or fail to share with our other teammates.
CUSTOMER EXPECTATION & EXPERIENCE
PRINCIPLE 8: WE ALL MUST MASTER THE DYNAMIC FUNDAMENTALS OF THE BUSINESS
We know and understand that we are in a complicated human service industry serving the most vulnerable population, in the most regulated sector in all of healthcare. Personally, we have each assumed responsibility for the financial stewardship for not just the residents and the stakeholders, but for the financial health of the business we lead knowing it takes diligence, great healthcare competency, and transparent leadership to master the many facets of our healthcare business fundamentals to ensure the long-term viability of the communities we serve and lead.
PRINCIPLE 9: WE CELEBRATE RESIDENT ACCOMPLISHMENT AND NEVER FORGET
Our residents deserve recognition for what they have accomplished in their lifetimes. Our annual Hall of Fame provides the opportunity to embrace their wisdom and beauty, their service and courage in the building of cities, communities, persons, in the fighting of wars, the farming of wheat, in the service of nursing, or as a sculptor, a teacher, a painter, a miner of coal. Their mark is indelible in lives touched, and a nation built. Signature’s Hall of Fame is where no sacred story goes untold.
PRINCIPLE 10: WE WILL BE THE NATIONAL QUALITY OF LIFE LEADER
Our certified Quality of Life Directors are among the most creative and talented leaders in our company, inspiring creativity through artwork with the Reflect N Us Art gallery, fulfilling dreams with vacations, or engaging our residents day to day with their life-long passions, skill-sets, and hobbies. Annually, Signature’s company-wide Senior Olympics defies traditional ideas of aging and our residents are joyfully challenged and ignited to compete for gold.
PRINCIPLE 11: REHAB IS NOT A CONTRACT, IT IS A KEY CLINICAL TEAMMATE AND CRITICAL PARTNERSHIP
The cornerstone of our existence is to provide integrity based and appropriate patient-centered care without regard to payor source while achieving optimal clinical, as well as operational outcomes. As part of our hope in healing, we offer physical, occupational, and speech therapy to renew day to day quality of life and restore dignity for our beloved patients.
PRINCIPLE 12: WE RESTORE THE FRAGILE LOSS OF DIGNITY AND WELL-BEING IN THE ALZHEIMER WORLD OF CONFUSION AND DESPAIR
We are “Connecting Perception to Reality” for those suffering from Alzheimer’s, dementia, and mental health conditions. The reality is in the most challenging cases, we are striving to serve a population that nobody wants. When we close the door, there is nowhere else to go. We have a duty and moral obligation to afford our best effort at giving them back the gift of life.
COMMUNITIES & PARTNERSHIPS
PRINCIPLE 13: HEALTHCARE IS COMPLICATED AND WE HELP CREATE INNOVATIONS AND SOLUTIONS
We are innovators of change and do not fear looking at new ways of doing things. We take our most vulnerable markets and consider creative partnerships, where other care providers are giving up. We will not give up. It’s about realistic assessments of certain market forces, barriers and opportunities, it’s about celebrating wins and possibility, identifying internal risk and solving problems in the marketplace.
PRINCIPLE 14: WE WILL SAVE, RESTORE, OR REBUILD COMMUNITIES WHEN CALLED
Many skilled nursing facilities are facing shut down and the elimination of critically needed jobs and healthcare due to lack of profitability, complicated regulations and market-based network demands. We are committed to continue saving long-term care facilities and local hospitals in underserved areas in order to maintain jobs and serve the elderly population.
PRINCIPLE 15: WE NEED TO PARTNER WELL (OVER DELIVER AND UNDER PROMISE)
Collaboration in the new care continuum is the only way to serve our residents and their family members as well as the clinical networks with whom we partner in the changing care delivery system. We have open hearts, cross-functional mindsets, determination through risk taking, and creative problem solving.
PRINCIPLE 16: WE BELIEVE IN GRASSROOTS MARKET BASED LOCAL HEALTHCARE BECAUSE IT ENHANCES PUBLIC HEALTH AND SERVICE FOR ALL.
Our mission is to radically change healthcare forever which requires a deep commitment and a constant reminder that healthcare is unique to each community where demographics, individual need, and the current system requires market intelligence and collaborative local knowledge to serve the community, not a corporate agenda.