Benchmark Covid 19 Brochure

The Benchmark for Senior Living

COVID-19 has challenged our national healthcare system and disoriented nearly all facets of society. At Benchmark, the health and safety of our residents and associates have remained our top priority. Regardless of the circumstances, we have continued to provide compassionate, world-class care—all while helping our residents stay connected to the people, passions, and things that matter most to them.

Benchmark’s response to this unprecedented pandemic has been immediate, agile, and relentless. Operating with the highest level of integrity, our associates, leadership, and partners have been guided by our people-first philosophy and core values: Called to Care, Better Together, and Be the Benchmark.

“Though I couldn’t see my mom in person…having The Falls’ staff there was as close to family as we could get and helped me know she was going to know she was loved.”

– DAUGHTER OF A THE FALLS AT CORDINGLY DAM , NEWTON, MASSACHUSETTS, RESIDENT.

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TRUST THAT’S GREATER THAN EVER

According to a recent survey of Benchmark residents and their families, coming out of COVID-19 trust in us is greater than ever and far outweighs their view of senior living in general.

What’s more, they believe that their Benchmark community is the safest option and best meets their overall needs. Here are the highlights:

• 87% said their impression of Benchmark has either improved or been unaffected by COVID-19

73% had a very good or excellent impression of Benchmark vs. only 53% had very good or excellent impression about senior living communities in general

• 40% said their impression of Benchmark improved post COVID-19 vs. only 24% said their impression of about senior living communities had improved

“Science and data have driven their decisions and for that I’m grateful. The care, programs, and overall service has been fantastic.”

– RESIDENT

“I’ve always had high regard for Benchmark, but the extremely high level of communication has been unexpected, and I’ve been so impressed by the many efforts they’ve undertaken.”

– FAMILY MEMBER

“It is obvious they care and are doing everything they possibly can to keep our loved ones safe.”

– FAMILY MEMBER

COVID-19: Immediate, Impactful Response

Throughout Benchmark’s 23-year history, we have expertly responded to known threats, from flu season to norovirus and snowstorms to hurricanes. When this novel coronavirus emerged, Benchmark recognized its harmful potential and began planning.

By early February, as U.S. cases began to be reported, we worked with each community to ensure that our existing communicable disease control plan protocols were in place. Starting in March, and as the virus progressed, we implemented new operational policies/procedures to manage this growing threat including:

• Proactively Reduced Resident Exposure - We were among the first to begin limiting, restricting, and screening visitors and associates at each of our communities, temporarily suspended all new move-ins, eliminated group activities for most residents, and implemented physical distancing guidelines.

• Obtained Leading Expertise: Augmented our medical and infection control expertise with highly respected medical and scientific experts—Michael R. Jaff, D.O, Chief Medical Officer at Boston Scientific and the former CEO of NewtonWellesley Hospital, the Honorable David Shulkin, M.D. FACP, the ninth secretary of the U.S. Department of Veterans Affairs, and Gavin Macgregor-Skinner, an epidemiologist and director of the Global Biorisk Advisory Council.

• Established a Global PPE Supply Chain & Training: Worked to ensure an ongoing supply of personal protective equipment (PPE) and provided best practices training for our associates.

• Implemented Aggressive Infection Control Procedures: Conducted advanced cleaning practices, constructed specialized containment areas, and improved our air and filtration systems.

• Enhanced Resident Care: Added additional nursing support to meet increased needs at most of our communities and extra services to support our residents’ well-being and reduce their exposure.

• Redefined Social Engagement: Introduced individualized and physically distanced programs to support our residents’ mental and physical well-being as well as devoted ourselves to helping residents and their families connect virtually.

• Developed Testing Capabilities: Partnered with test suppliers, laboratories, physicians, and state departments of health to offer testing options for residents and associates at our communities.

• Maintained Transparent Communication: Delivered 24/7 communication to residents, families, and associates in the form of letters, emails, regular Town Halls, videos, and phone calls.

• Enhancing Associate Benefits: Introduced a wide range of new and expanded benefits to continue to take good care of those who take care of our residents.

Focus on Memory Care

As social distancing became a way of life in the U.S., Benchmark recognized the impact that the loss of in-person interactions with family members would have on our residents, especially those in memory care. Benchmark’s Mind & Memory teams worked tirelessly to create programming options to help maximize our residents’ cognitive and physical health.

Greenwich Farms at Warwick, in Rhode Island, for example, partnered with families to create resident books that documented residents’ lives. Filled with photos, letters, artwork, and messages, the books are used in group activities and individually.

“Whether it was reading messages out loud or just seeing their wedding photos again, you could see how it sparked something in them. It brought them to life,” said Ashley Roberts, Mind and Memory Care Director at Greenwich Farms

Susan Johnson loved the book project and served as her family’s coordinator, contacting siblings, aunts and other relatives and friends of her mother, Claire Fiedler. “The community has done a fantastic job throughout of keeping us connected as much as possible,” Susan said.

When visits were not allowed, Susan said she took solace in something she heard her mother tell another resident: “These people become your family, too.”

Connecting to What Matters

At Benchmark, we are prepared and focused, not only on safety and physical health but also on our residents’ emotional well-being. The need to create physical distance has required that we rethink how quality programming and critical, meaningful connections with residents and their families can continue without interruption.

Our experts designed new and creative programs that have engaged our residents in their interests, as well as their families. Examples of these community offerings include:

• Hallway events, like cooking demonstrations

• Individualized fitness

• Deployment of 180 tablets to accommodate virtual visits, parties, discussions, and support groups

• Creative outdoor experiences such as performances by local entertainers, car parades, and gardening programs

• Virtual and physically distant birthday parties and other celebrations

None of these programs would have been possible without our associates who work every day to provide the human connections that are at the heart of a fulfilling life. Under the most stressful of times, the examples of our associates’ compassion and generosity have been endless and inspiring: sleeping overnight to be there to care, carrying on conversations with residents long after their shift ends, offering spur-of-the-moment “spa days” for residents, and the list goes on.

– DAUGHTER OF A WHISPER WOODS OF SMITHTOWN , NEW YORK, RESIDENT.

ENGAGEMENT BY THE NUMBERS

• 121,000 hours of resident social engagement programs

• 77,000 email updates sent to residents and family members

• 1,600 resident, family, and associate email conversations

• 28,000 resident tablet sessions

“The staff never make me feel like what I’m concerned about is insignificant. I don’t know what I would do without them. They are always present, and I feel like they are part of the family.”

“I am part of an incredible team that cares very much for the residents, families and each other…they continue to hold high the very best care for the associates and most of all the residents and their families.”

“I’m proud of the way we’ve handled this unprecedented health crisis. Staying true to our core values and with sheer integrity, we’ve gone beyond what’s expected and set new industry standards with our response. As we resume welcoming new residents and visitors to our 61 communities, the physical, social and emotional well-being of our residents and associates remains our most important job.”

– TOM GRAPE, FOUNDER, CHAIRMAN AND CEO

Better Together

Our success in keeping our residents connected to what is meaningful and possible relies on our associates’ skilled and compassionate care in looking after their physical, emotional, and financial wellness. Such efforts throughout the years are what have earned Benchmark numerous best-place-to-work honors.

During COVID-19 , we knew more had to be done to support our associates. So, we introduced ways to help them overcome unique challenges presented by the virus, including:

• Increased compensation (“Hero Pay”) at communities with positive cases

• A COVID-19 sick bank, so impacted associates did not exhaust their sick time

• Childcare stipends

• Transportation assistance

• Free Meals

• Emotional and mental health support

• And, the Benchmark One Company Fund, a separate non-profit 501(c)(3) entity, distributed thousands of dollars to associates who were directly impacted

Benchmark also understands that our associates are the eyes and ears of our communities. We wanted to hear from them and learn how we can do better.

During several virtual companywide town hall conversations, hundreds of associates participated and provided essential insights and solutions.

We’ve worked hard to take care of our associates during COVID-19 and needed to be sure they continued to feel protected and appreciated. Through a survey we took a pulse on their sentiment and were pleased with their responses, which included the following:

• 77% felt good about our response to COVID-19

• 76% believe Benchmark management invested in their physical safety

• 66% felt appreciation for their hard work and effort

We are so proud of our associates and the joy they bring to our residents and each other.

– AN ASSOCIATE OF THE BRANCHES OF NORTH ATTLEBORO, MASSACHUSETTS

Trust Through Transparency

From the start of the pandemic, Benchmark has remained transparent through honest communication with our residents, families, associates, and the greater community. Frequent community-wide letters, individual calls throughout the day, and convenient and robust communications options have been made available to individuals seeking additional updates. Every time we were informed of a case or, sadly, a death, letters were sent out to all of the residents, their family members, and the associates at each community. Each member of our communities has had peace of mind in knowing they are always informed.

Benchmark has been humbled by an outpouring of positive feedback from our families, local officials, and the media. Hundreds of letters, emails, and videos poured in. Family members affirmed their confidence in us and their gratitude for the support provided during the pandemic. Our communities were also lauded for their transparency by an elected official and the media.

Looking Ahead

Using the additional expertise gained through COVID-19 and careful planning, Benchmark has resumed welcoming new residents into our communities. We are now accommodating residents and families whose plans were delayed, and others who can benefit from our award-winning care and programs.

We are in the position of doing so after implementing additional infection control protocols, increased PPE inventory, and specialized staff training, among other steps. We have also adopted stringent criteria to help protect new and current residents, as well as our associates. This includes:

• Testing new residents within 10 days prior to their move-in date;

• Asking new residents to self-quarantine for 14 days upon arrival;

• Monitoring new residents for symptoms for their first two weeks and retesting them after seven days following move-in;

• Residents’ furniture will be delivered to a specific area in the community, with community team associates available to assist as needed;

• Residents’ belongings will be disinfected based on current cleaning protocols;

• The community will also notify current residents before a move-in occurs so they can physically distance.

Benchmark is committed to protecting the health and safety of our residents and associates. We will continue to monitor the spread of the virus in our communities and the cities and towns surrounding them. We will not hesitate to make tough decisions for the good of our Benchmark family.

Benchmark’s Purpose: To transform lives through human connection.

Our Core Values: Called to Care. Better Together. Be the Benchmark.

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A Resource You Can Count On

Over these past few months, the foundation Benchmark has built over 23 years has been reinforced—relationships have been strengthened through transparency, communication and increased trust, capabilities expanded, and protocols enhanced. Together we are stronger and better than ever before.

We will continue to work closely with leading medical professionals and other experts as well as follow state and federal guidelines, including from the U.S. Centers for Disease Control and Prevention (CDC), to limit transmission of the disease. We look forward to remaining a resource for you or your loved one. For more information on how Benchmark is responding to COVID-19, visit us at www.BenchmarkSeniorLiving.com.