info heading

info content

Queens Boulevard Extended Care Facility

About Queens Boulevard Extended Care Facility: Located in Woodside, New York, Queens Boulevard Extended Care Facility is a 280-bed skilled nursing and rehabilitation facility that provides comprehensive clinical services. Queens Boulevard provides inpatient care, which includes a 7-day-a week short-term rehabilitation program, sub-acute medical services, post-surgical care, long-term care, hospice and adult day health care. US News and World Report ranks Queens Boulevard on its Honor Roll of “America’s Best Nursing Homes.” The facility is rated Five Star for Performance by the Centers for Medicare and Medicaid and Health Grades, and ranked best out of all facilities in Queens County and AAA in New York State by CareScout.

Objective: Like most nationally recognized extended care facilities, Queens Boulevard was looking to reduce the cost of its general and professional liability insurance, in addition to enhancing the extent of their defense coverage in order to secure partnerships with other healthcare providers.

“Healthcare facilities can no longer exist as islands in the environment of accountable care organizations,” said Jonathan Mawere, LNHA, PT, DPT, MD, Facility’s Administrator and Chief Operating Officer at Queens Boulevard. “In our pursuit of affiliations with other organizations, we were confronted with incompatibility problems as a result of our lack of insurance coverage. Coverage inside the limits of liability could preclude you from alliances with other healthcare systems.”

What’s more Queens Boulevard was looking for additional risk management to help mitigate risks, stem losses and minimize losses in the areas of ulcer management, patient falls and continuity of care, among other key issues.

Accomplishments: In December 2011, the Mogil Group helped Mr. Mawere and his team choose K&B Underwriters’ DigniCare program for their professional and general liability insurance. Not only did K&B Underwriters provide coverage of defense outside their limits of liability at the best price, they provided risk management services with actual resource deployment.

“I must say they went beyond what a typical insurance company would do,” Mr. Mawere said. “Most insurance companies just write the policy and you don’t see them until renewal time the next year. The DigniCare representative actually came on site and had several training sessions with staff. We were able to look at risks that were affecting us such as pressure ulcer management.”

Our K&B representative was able to further educate the Queens Boulevard staff on the critical nature of pressure ulcer management, including the importance of assessment upon patient admission, documentation (including photos) and family education. “DigniCare’s recommendations were very helpful in minimizing lawsuit possibilities over the past year,” explained Mr. Mawere.

We also addressed the critical factor of patient falls by providing strategies to Queen Boulevard nurses and staff to use to help patients take a proactive role in preventing falls. We demonstrated how to educate family and caregivers about the risks to each individual.

Queen Boulevard also wanted to address maintaining their satisfaction outcomes at an extremely high level. Mr. Mawere’s concern was the significant number of agency staff that his facility needed to use and the challenge of insuring that there was no variability in the care provided by the different staff.

“We asked K&B what they’d recommend to mitigate our lack of continuity of providers,” Mr. Mawere said. “I asked, ‘How can we ensure our agency staff delivers the same kind of care as the regular staff?’ ”

To address his concern we helped QBECF implement a program to educate agency staff providers, and the facility saw a measured increase in satisfaction outcomes within the year.

“As part of the program, we talked to every agency and told them our organization was different and we only wanted employees who would embrace our mission. We asked that every agency employee they sent here be educated in specific core performance requirements, namely that they had to radiate the personality of warmth, compassion and empathy that would go above and beyond the expectations of each patient,” said Mr. Mawere.

Since then, Queens Boulevard has maintained its Five Star for Performance rating by the Centers for Medicare and Medicaid and Health Grades. Within the past year, the facility has also secured an affiliation with Mount Sinai Medical Center.

“We are very satisfied customers. The fact that they [K&B Underwriters] provided risk management and are actively engaged through the coverage period with us, that was a big deal. People talk a lot about great risk management ideas, but putting those ideas into action is what’s missing with other providers.”

 
Kbunderwriters
  • "K&B has a model that backs up their binders with services that help providers care for residents. They understand the business, including the challenge of reimbursement reductions enabling them to engage best-in-class service providers… This level of knowledge and responsiveness really helps agents ‘brand’ themselves.... "

    Erik Halvorsen
    Peachtree Special Risk Brokers

  • "Thank you K&B for your DigniCARE product. Our firm works with a variety of senior living facilities and we consider the DigniCARE Program to be one of the best in the industry. Your team delivers professional and friendly service to your policyholders and your agency partners. You are a rock... "

    Pam Muzzilla
    McGowan Private Client Group

  • "The staff at K&B understood everything. In fact, I almost felt that they knew what I needed before I asked. K&B got things accomplished in such a short time frame! We sent a new submission on a large account and got quotes back in less than 8 days! I wouldn’t... "

    Vickie Fortner
    Bowersox Insurance Agency

  • "I could have gone to the same carrier through a different broker, but I liked the staff at K&B and liked working with them. K&B wanted the business, were aggressive, and turned it around very quickly. I am very pleased with the work... "

    Robin Walker
    Expert Underwriters, Inc

  • "We rely on the experience of K&B that we may not get by going straight to the company. I believe this relationship is an important and necessary one in dealing with the insurance underwriters. Actually, K&B was the only brokerage we went through. It was all or nothing! Our deadlines... "

    Barry Layman
    The Colony Group, CIC

  • "The staff at K&B was instrumental in helping me! I had a policy that needed to be written at the 11th hour and with your staff at K&B, we wrote the policy. We have other policies coming up in the future and K&B is the trustworthy choice for us.... "

    Mark Kuhr
    Talbot/Hub Agency

  • "It’s the staff at K&B that I want to work with – you’re the ones who know what you’re doing!! K&B is straightforward in working with me and can tell me ‘yes’ or ‘no’ to my questions right away, which is great and what I need! The flow with K&B... "

    Mike Kram
    MD Kram Insurance Brokerage

  • "Your staff is persistent. Since I’m persistent too, I like that! K&B’s service is great because of the small things. A big thing we contend with is having an underwriter simply pick up the phone to take a call from us. Your staff will do that and it means a... "

    Sean Crayton
    Nixon & Lindstrom Insurance

 
Kbunderwriters
Kbunderwriters
  • "K&B has a model that backs up their binders with services that help providers care for residents. They understand the business, including the challenge of reimbursement reductions enabling them to engage best-in-class service providers… This level of knowledge and responsiveness really helps agents ‘brand’ themselves.... "

    Erik Halvorsen
    Peachtree Special Risk Brokers

  • "Thank you K&B for your DigniCARE product. Our firm works with a variety of senior living facilities and we consider the DigniCARE Program to be one of the best in the industry. Your team delivers professional and friendly service to your policyholders and your agency partners. You are a rock... "

    Pam Muzzilla
    McGowan Private Client Group

  • "The staff at K&B understood everything. In fact, I almost felt that they knew what I needed before I asked. K&B got things accomplished in such a short time frame! We sent a new submission on a large account and got quotes back in less than 8 days! I wouldn’t... "

    Vickie Fortner
    Bowersox Insurance Agency

  • "I could have gone to the same carrier through a different broker, but I liked the staff at K&B and liked working with them. K&B wanted the business, were aggressive, and turned it around very quickly. I am very pleased with the work... "

    Robin Walker
    Expert Underwriters, Inc

  • "We rely on the experience of K&B that we may not get by going straight to the company. I believe this relationship is an important and necessary one in dealing with the insurance underwriters. Actually, K&B was the only brokerage we went through. It was all or nothing! Our deadlines... "

    Barry Layman
    The Colony Group, CIC

  • "The staff at K&B was instrumental in helping me! I had a policy that needed to be written at the 11th hour and with your staff at K&B, we wrote the policy. We have other policies coming up in the future and K&B is the trustworthy choice for us.... "

    Mark Kuhr
    Talbot/Hub Agency

  • "It’s the staff at K&B that I want to work with – you’re the ones who know what you’re doing!! K&B is straightforward in working with me and can tell me ‘yes’ or ‘no’ to my questions right away, which is great and what I need! The flow with K&B... "

    Mike Kram
    MD Kram Insurance Brokerage

  • "Your staff is persistent. Since I’m persistent too, I like that! K&B’s service is great because of the small things. A big thing we contend with is having an underwriter simply pick up the phone to take a call from us. Your staff will do that and it means a... "

    Sean Crayton
    Nixon & Lindstrom Insurance

 
Kbunderwriters
Kbunderwriters
  • "K&B has a model that backs up their binders with services that help providers care for residents. They understand the business, including the challenge of reimbursement reductions enabling them to engage best-in-class service providers… This level of knowledge and responsiveness really helps agents ‘brand’ themselves.... "

    Erik Halvorsen
    Peachtree Special Risk Brokers

  • "Thank you K&B for your DigniCARE product. Our firm works with a variety of senior living facilities and we consider the DigniCARE Program to be one of the best in the industry. Your team delivers professional and friendly service to your policyholders and your agency partners. You are a rock... "

    Pam Muzzilla
    McGowan Private Client Group

  • "The staff at K&B understood everything. In fact, I almost felt that they knew what I needed before I asked. K&B got things accomplished in such a short time frame! We sent a new submission on a large account and got quotes back in less than 8 days! I wouldn’t... "

    Vickie Fortner
    Bowersox Insurance Agency

  • "I could have gone to the same carrier through a different broker, but I liked the staff at K&B and liked working with them. K&B wanted the business, were aggressive, and turned it around very quickly. I am very pleased with the work... "

    Robin Walker
    Expert Underwriters, Inc

  • "We rely on the experience of K&B that we may not get by going straight to the company. I believe this relationship is an important and necessary one in dealing with the insurance underwriters. Actually, K&B was the only brokerage we went through. It was all or nothing! Our deadlines... "

    Barry Layman
    The Colony Group, CIC

  • "The staff at K&B was instrumental in helping me! I had a policy that needed to be written at the 11th hour and with your staff at K&B, we wrote the policy. We have other policies coming up in the future and K&B is the trustworthy choice for us.... "

    Mark Kuhr
    Talbot/Hub Agency

  • "It’s the staff at K&B that I want to work with – you’re the ones who know what you’re doing!! K&B is straightforward in working with me and can tell me ‘yes’ or ‘no’ to my questions right away, which is great and what I need! The flow with K&B... "

    Mike Kram
    MD Kram Insurance Brokerage

  • "Your staff is persistent. Since I’m persistent too, I like that! K&B’s service is great because of the small things. A big thing we contend with is having an underwriter simply pick up the phone to take a call from us. Your staff will do that and it means a... "

    Sean Crayton
    Nixon & Lindstrom Insurance