Business View Magazine l November 2022

193 BUSINESS VIEW MAGAZINE VOLUME 9, ISSUE 11 “One way we differentiate our service is addressing patients as guests, not patients,” says John McFarlane, Chief Clinical Officer at Ignite Medical Resorts. “When a guest first comes to one of our facilities, they get a warm welcome from our leadership team and some of the staff, resort-style,” “Once they settle in, we undertake a comprehensive admission process through which the guest has a staff member always by their side ensuring everything is proceeding smoothly. Part of the admission covers medical aspects, and the other covers the guest’s experience at our facility. We want to know what they enjoy doing, their preferred diet, what other activities they would like to participate in, and so on.” Ignite Medical Resorts has a designated director of hospitality in charge of each facility’s amenities, including food service, cafe-style amenities, coffee and snacks, and others. “The director of hospitality acts like a concierge manager,” adds McFarlane, “with a primary role of ensuring guests have everything they need, which I feel is a major aspect that sets us apart from many other companies.” Hospitality at Ignite Medical Resorts goes a step further to offer guests non-medical services that increase the level of comfort and enjoyment of their stay. “If we have a guest who enjoys doing art or other hobbies,” McFarlane says, “we’ll set up their room so they can enjoy activities they would have done at home.” “This level of personalized service speaks to how we try to make every guest’s stay as person- centered as possible.” At the core of the guest experience at Ignite Medical Resorts is a comprehensive medical system underpinned by state-of-the-art hospital- grade medical equipment and an in-house pharmacy system, as McFarlane explains. “With our in-house pharmacy solution, we can obtain medications for our guests, which is a major challenge for other SNF facilities that do not have an in-house pharmacy solution. This solution can quickly administer medications ordered for a resident without going through an outsourced pharmacy partner.” Ignite Medical Resorts is truly an outlier in the SNF industry due to its heavy focus on developing and providing state-of-the-art resort-like facilities to guests. The facilities, for Jared Carr, SVP Operations, North Division, provide the best care anyone would ever want for their loved one. “We provide the kind of care we would want our families to receive if they required SNF services,” he says. “Our resort-style facilities have exceptionally IGNI TE MEDI CAL RESORTS