10 Most Trusted Senior Care Service Providers 2022 Vol 2

1. October ISSUE 05 2022 Chuck Bongiovanni CEO Majestic Residences Franchise Systems, LLC Most Trusted Senior £are Service Providers Health-tech Future of Articial Intelligence and 2022 IT Operations Healthcare Made Accessible Impact of Urgent Care During the Pandemic on the Healthcare Space Giving a Dignified Life to the Seniors Majestic Residences

2. Helping Seniors Lead Comfortable Lives Lead Comfortable Lives

3. A passion for putting patients first

4. Editor’s Note Curating a Wonderful Old Age Experience! n a month that marked the beginning of festivities, the people of the small city gathered to decorate it with I beautiful lights, props, and many more. Once the mood was set in, the wonders created by the mesmerizing lights made the leap from monotony to joy. Walking down the sparkly road, one would be filled with many emotions, but the first trigger to them would be – curiosity. This one feeling has made humans travel unknown paths, and uncover truths in their life journey, which they relive through vivid memories during their retirement years. During this phase of their presence on the livable planet till now, they look back and admire the life they have lived with curiosity that has taken them through all the roller coasters, made them learn through experiences, explore and transform the mundane, and unwrap the enigma this world had in store for them. But as many say that while they have aged, their second childhood has just started!

5. During these second innings of life, one desires to not only second Home – a home equipped with all they desire. What cherish the memories created but to make a handful more is most breathtaking is that these infrastructural facilities while having a healthy body and mind. They want to love, facilitate the efforts to help seniors live a beautiful life on laugh, cry, play games, climb mountains, ride bikes again their own and if required with empathetic aid, driven by and much more. However, in this string of activities, what emerging technological upgrades. they most want is affection, trust, comfort, hope, happiness and to be allowed the joy of spending quality time with As these love-filled avenues are spread all over the world, their loved ones. we at InsightsCare came up with our latest edition, “10 Most Trusted Senior Care Service Providers in 2022”,to But the song of reality makes one dance to a muse that help you navigate through leading providers and make an could get unpleasant with time, which unfortunately is true informed choice of a facility that suits your needs and with most of the elderly population globally. The statistics exemplifies your second life adventures and takes care of have presented to the world the dismal picture of forty-three your health. percent (which continues to rise) of the senile population slipping into social isolation. Dive in to learn more about how they are curating a wonderful old age experience! While you delve deeper into And this is what maybe acts as a hindrance for them to the edition, enjoy the surprise of intriguing articles scripted collecting more photographic souvenirs of their world. by our in-house editorial team. But what is also true is that innovators and enthusiastic I hope you have an insightful read! leaders are listening! Amongst their list of creations, the - Drishti Gaikwad precious gift they have crafted for the senile population is a

6. Content Blue Moon Estate Sales 16 Ushering an Era of Perennial Reliability Boost Home Healthcare 20 Benchmark of Responsibility, Compassion and Professionalism CarePatrol A Prominent Name in the 24 Senior Care Service Sector Carnegie East House 32 Empowering Senior Citizens by Elevating Quality of Life ComForCare Amalgamating Excellence 36 with Perpetual Care North Star Senior Advisors 44 Providing a Guided Path for Senior Living Symphony Senior Living 48 Making Your Second Innings Fruitful Period of Life

7. Cover Story 08 Majestic Residences Giving a Dignified Life to the Seniors Articles 40 28 Health-tech Healthcare Made Accessible Future of Artificial Impact of Urgent Care Intelligence and IT During the Pandemic on Operations the Healthcare Space

8. Pooja Bansal Editor-in-Chief Anish Miller Senior Editor Shrutika Khedekar Managing Editor Assisting Editors Dhristi, Saloni Co-designer Art & Design Head Visualiser David King Mrunalinee Deshmukh Paul Belin Art & Picture Editor Rohil Shinganapurkar Business Development Manager Amy Jones Marketing Manager John Smith Sarah Wilson, John Smith, Alex Vincent Business Development Executives Kelli, Bill, Anna Sales Executives Technical Head Jacob Smile David, Robert Amar Sawant Technical Consultants Assistant Technical Head Alina Sege Digital Marketing Manager Renuka Kulkarni SME-SMO Executives Assistant Digital Marketing Manager Gemson Research Analyst Eric Smith Circulation Manager Tanaji Fartade sales@insightscare.com October, 2022 Contact Us: Insights Success Media Tech LLC Insights Success Media and Technology Pvt. Ltd. 555 Metro Place North, Suite 100, Office No. 22, Rainbow Plaza, Shivar Chowk, Dublin, OH 43017, United States Pimple Saudagar, Pune, Maharashtra 411017 Phone - 302-319-9947 Phone - India: 7410033802, 74100058552 Email: info@insightscare.com Email: info@insightscare.com For Subscription: www.insightscare.com For Subscription: www.insightscare.com https://twitter.com/Insightscare Follow us on : www.facebook.com/InsightsCare/ Copyright © 2022 Insights Success Media and Technology Pvt. Ltd., All rights reserved. The content and images used in this magazine should not be reproduced or transmitted in any form or by any means, electronic, mechanical, photocopying, recording or otherwise, without prior permission from Insights success. Reprint rights remain solely with Insights Success Media and Technology Pvt. Ltd. Insights Care is powered by Insights Success Media and Technology Pvt. Ltd.

9. Most Trusted Senior £are Service Providers 2022 Featuring Orgaoizatizo Brief Established io 2009, Blue Mooo Estate Sales was created to Bob Lang Blue Mzzo Estate Sales set the highest staodards io the seoior care iodustry. bluemzzoestatesales.czm Brand President Boost Home Healthcare is a home health compaoy which Jackie Lleverino Bzzst Hzme Healthcare provides superior io-home oursiog, therapy, aod home care bzzsthzmehealth.czm Brand President services. Fouoded io 1993, CarePatrol begao fraochisiog io 2009 aod Becky Bongiovanni Care Patrzl is oow part of the Best Life Braods family, with private equity carepatrzl.czm Brand President backiog by The Riverside Compaoy. Caroegie East House is a oot-for-profit orgaoizatioo with a Joseph H. Girven Caroegie East Hzuse missioo to help aod empower seoior citizeos by elevatiog caroegieeast.zrg Executive Director their quality of life through safe aod affordable housiog. Sean Kajciensk ComForCare’s compassiooate caregivers aod iooovative CzmFzrCare programs support older adults io agiog gracefully aod COO and Chief czmfzrcare.czm cootiouiog to do the thiogs they love. Revenue Officer Legacy Seoior Liviog’s retiremeot aod assisted liviog Legacy commuoities reflect the highest staodards io seoior liviog: Barry Ray well-maiotaioed, home-like eoviroomeots that offer security, Seoizr Liviog CEO the utmost io service, aod opportuoities for developiog quality legacysl.oet relatiooships through active social programs. Majestic Resideoces is a seoior resideotial assisted liviog Chuck Bongiovanni Majestic Resideoces home fraochise system headquartered io Gilbert, AZ with majesticresideoces.czm CEO 32 awarded fraochises as of this priotiog. Established io 2014, North Star Seoior Advisors's missioo Nzrth Star Ignacio Quinones is to offer free support aod guidaoce through your Seoizr Adviszrs President traositioo ioto seoior liviog. ozrthstarsa.czm Symphooy Seoior Liviog's service levels raoge from Symphzoy iodepeodeot liviog assisted liviog to memory care, but its Christine Turner Seoizr Liviog core values remaio the same- compassiooate, dedicated, VP Operations symphzoyseoizrliviog.czm aod geouioe. Braemar Liviog is committed to providiog a high-quality The Osbzro staodard of care io facilities that combioe luxurious Matthew Anderson resideotial eoviroomeots, eogagiog aod robust Seoizr Liviog CEO opportuoities for social activities, aod premium oo-site thezsbzro.zrg health aod welloess services.

10. Chuck Bongiovanni CEO Majestic Residences Franchise Systems, LLC

11. Majestic Residences Giving a Digni?ed Life to the Seniors As far as technology goes, I truly believe companies who despise change today will absolutely hate being insigni?cant tomorrow.

12. 10 Most Trusted Senior Care Service Providers 2022 he perils of ageing are much more than just Apart from the Herd biological changes. The emotional metamorphosis Majestic Residences is not just another care home for the T that our aged population undergo is beyond elderly. They choose to be different by operating unique anyone’s complete understanding. What they most need, smaller communities with only 6 to 16 residents. however, is a little compassion, caring, and a dignified life. Residential Assisted Living homes have been in existence The global COVID-19 pandemic further showed us how for over 30 years and yet, few people have heard about this vulnerable our elderly are – both physically and specific care option. Residential Assisted Living homes, emotionally. Realizing the dire need to provide a home in also known as Adult Care Homes, Family Care Homes or the real sense to the seniors, Majestic Residences Residential Board and Care homes are homes located in any Franchise Systems, LLC was conceived in the middle of residential neighborhood and are licensed by the state to the pandemic. This residential assisted living franchise has provide non-medical care 24 hours a day for seniors who its focus on the mental, emotional, and physical well-being can’t live independently. of the residents, who they treat like family. Think of them as large, assisted living facilities but in a Quality senior care and technology using an “ageless smaller, more intimate settings. These homes are staffed by possibilities” culture sets Majestic Residences apart from caregivers who tend to the needs of their residents including the rest in the industry. bathing, dressing, showering, medication management to name a few. Dignified Living “We look for several key characteristics in a potential Majestic Residences is a senior residential assisted living franchisee. We prefer franchise partners with a caring home franchise system headquartered in Gilbert, AZ with personality, some business experience and/or experience 32 awarded franchises as of this printing. A residential supervising others. Unlike many residential assisted living assisted living home is a regular home in a neighborhood homes, our model doesn’t want our franchisees to have direct care responsibilities. Their role is more of working which is licensed to provide care to seniors in a 24-hour a on the business and overseeing the manager and staff. We day residential setting. The Majestic Residences brand is want to help them learn the business and scale it to include the alternative to the large institutional care settings one more homes under their portfolio,” explained Chuck. would see in a typical nursing home or large assisted living facility. Majestic Residences stands out from other residential assisted living homes through innovation, culture, branding The Mission and the willingness to lead the industry in technology. Majestic Residences is on a mission to create “ageless “While most of our competitors are somewhat fearful of possibilities” for its residents, which tears away the typical new technology, we embrace it because it creates a more assumptions and stereotypes of seniors needing a higher efficient and increased quality of care and life for our level of care. residents,” Chuck observed. “Most of our technology was developed by us or is exclusive to our franchise system. It “We look at our residents as independent, we’re merely brings a whole new perspective on life when you see an 84- assisting them with any everyday needs they can’t perform year-old-senior in a wheelchair “virtually walking” through by themselves. While there are over 30,000 of these a forest by using our virtual reality technology.” residential care homes across the country, we are positioned to disrupt the industry by introducing nationally branded, The Voyage high-tech homes in an industry that is ambivalent to engage new technology and is disorganized in their overall It all started in 1995 when Chuck worked as a Medical marketing efforts” states Chuck Bongiovanni, the CEO of Home Health Social Worker for a hospital-based Home Majestic Residences. Health Agency. His role was checking in on seniors after

13. Bend the norms because innovation isn’t a popularity contest.

14. While many in the healthcare industry went into survival mode, I saw an opportunity.

15. they were discharged from the hospital. He visited them in Between Gene’s expertise in the operations of these homes, and Chuck’s experience and expertise in franchising, the their personal homes and assisted living communities when duo believed they created something that will have a he noticed that many of them were being discharged into permanent mark in the assisted living industry. So, in the places that didn’t match their care needs. middle of the COVID-19 pandemic, they took the leap and founded Majestic Residences Franchise Systems, LLC. Witnessing this, he had an idea of a service which could help families match their care options with their appropriate Braving the Pandemic care needs. “Families for decades were used to using real estate agents to find a new house. I was convinced that The entire world came to a standstill with the advent of the finding care for their parents was much more important. I global pandemic. Those who took the risk of thinking out of founded my first company called Preferred Assistance. the box, not only survived but thrived. And Chuck did Fifteen years later it morphed into the current largest Senior exactly that. Placement franchise system in the nation, called CarePatrol,” Chuck stated. It’s only natural to see all the negatives that life throws at you. COVID-19 wasn’t just a curve ball, it was a curve ball, He and his wife, Becky refined their business model with fast ball and a knuckle ball combined. While many in the formalized systems and began franchising in 2009. In 2014, healthcare industry went into survival mode, he saw an they acquired their biggest competitor and doubled the opportunity. he knew that many small residential care system in the same year. And the rest was history. homes wouldn’t make it through the pandemic due to negative consumer’s perceptions. CarePatrol was acquired by a large private equity firm in 2018, Bongiovanni stayed on two-and-a-half years before The biggest challenge for him, however, was starting a he moved on to Majestic Residences. Before he franchised company in an industry where the consumer was too afraid CarePatrol, he seriously considered creating a franchise to purchase their services. While nursing homes and large system for residential care homes. However, at the time, assisted living communities took the biggest public there wasn’t enough residential care homes in the country relations hits, small residential assisted living homes did for it to make sense.After he stepped down at CarePatrol he very well at controlling the virus. There were very limited followed his passion to franchise the residential care home fatalities compared to the others. industry. However, due to industry fragmentation and the lack of the The residential assisted living home industry is primed for power of branding, many of these individual “mom and success in franchising because there is an established and pop” businesses couldn’t get the message out to the public growing market with a built-in demand, the industry is about how truly safe their homes were. extremely fragmented, it is unorganized with substandard marketing practices, behind in technology which can He knew that many of them would feel alone and on an improve care and in desperate need of general office and island during the pandemic, wanting to be part of a bigger backend management. support system after it was over. “Our franchised homes gaining higher occupancies during COVID then they had When you put this all together you have a natural recipe for prior to the pandemic,” shared Chuck. success for franchising, scaling, and branding. The only problem was that Chuck had no experience in operating a Technology to Ease Care home. The universe conspired to help him realize his dream and he met his business partner, late Gene Guarino and the Chuck believes in the power of technology in the healthcare rest of the Majestic Residences’ team. space. Companies in the healthcare space must invest in new technology and be prepared to adopt a fail-fast Gene was a well-known leader and fixture in the residential business model to realize the technological breakthroughs care home industry. He founded Residential Assisted they need to stay ahead of their competitors. Living Academy (RALA), a “school” that has taught thousands of people how to open their own residential care Companies need to think outside-the-box and take the risk home. of implementing technologies like virtual reality and

16. behind your back because they’re behind you for a reason. Bend the norms because innovation isn’t a popularity contest. Looking Ahead Majestic Residences is scaling its operations and offerings and is confident it will have 80 more franchised residential assisted living homes globally. "We know the need is there and we want to be the ones who fill it," adds Chuck. Matter of Pride Awards not only gives recognition to an organization for its services but also motivates it to raise its bar. For Majestic Residences, one such recognition skyrocketed its reputation artificial intelligence in their businesses. They must look at even more. new technologies and find a way of making it a solution for a problem they’re currently unaware that they have today. “We were very surprised and honored to be named “One of Five Senior Living Providers To Watch in 2021” by the “At Majestic Residences we took the risk with a new start- SeniorHousingNews.com even before we opened our first up company which created a radio-wave technology, which home,” Chuck shared. The future of this industry and detects in real-time the moment an adult brief becomes wet healthcare in general is growing at speeds no one thought or soiled. I believe we are going to see many technological was possible. Majestic Residences is in the fast lane in the advances to deal with problems like the shortage of residential care home explosion. healthcare workers.I truly believe companies who despise change today will absolutely hate being insignificant tomorrow if they don’t keep up. However, the most important thing about future technology is acknowledging that it can’t take away from human interaction, after all, technology can’t give hugs, at least not yet” emphasized Chuck. Advice to Budding Entrepreneurs To a budding entrepreneur in this, or any other industry Chuck advises not to be afraid to break the rules or upsetting the industry. Never worry about what people say

18. 10 Most Trusted Senior Care Service Providers 2022 eadquartered in Raleigh, NC, Blue Moon Estate Working with seniors in transition and providing services Sales is a growing national franchise with within the home environment was something I was very H franchisees operating in 24 states. Established in familiar with from having spent years within the care space. 2009, Blue Moon Estate Sales was created to set the highest Third, the retail component of what we do resonated with standards in the senior care industry. After five successful me because of my experience in both retail and wholesale. years in the Raleigh market, founders Deb, Ken and David And finally, I really enjoy the franchising industry and Blue wanted to bring their proven business model to a having the opportunity to work with small business owners. larger audience. There are many things I like about my job. I love helping Thus, in 2013, Blue Moon Estate Sales started franchising, our franchisees to achieve their goals. I like Blue Moon's developing an industry-leading training and ongoing reputation and how we are positioned in the estate sale support program. Fast forward to today and Blue Moon industry. I'll tell you a quick story. We were at a sale in Estate Sales is now part of the Best Life Brands family, Illinois. A lady came up and said, "Oh, this isn't like other with private equity backing by The Riverside Company. estate sales. This is so nice! It's easy to get around and shop, and I really like this." That was wonderful to hear! Under the leadership of Bob Lang, the Brand President, Blue Moon Estate Sales is standardizing the estate sales Another person came up to me and told me his daughter lives in North Carolina. Whenever he is there, he goes to business with a proven system of expert training and Blue Moon Estate Sales. He shared how excited he was partner support. Its proven franchise system consistently when he saw a Blue Moon Estate Sale in Illinois, and he delivers results that excite its customers. asked if there would be more in the area since they liked shopping Blue Moon sales in North Carolina! I love that. In an interview with Insights Care, Bob shared valuable The consistency of the brand, seeing it come to life and facts about Blue Moon Estate Sales, highlighting its having that consistent experience—and it's our owners that unparalleled service to the clients in the senior care niche. make it happen! Every time one of our locations gets a Bob, Tell us about your journey so far at Blue Moon great customer review, that's music to my ears. Estate Sales. What challenges do you face while working in thesenior I've been in franchising for 25 years in the senior care and care industry? retail/wholesale spaces. When I learned about this opportunity with Blue Moon, it checked the boxes for me. While there are many challenging aspects of my position, First, to be able to lead a growing brand like Blue Moon there are a few areas that get a lot of my attention. The first within the Best Life Brands family was very exciting for is having to balance the interests of different groups of me. Second, Blue Moon is focused on helping seniors in people. transition. October 2022|16|www.insightscare.com

19. Bob Lang Brand President Blue Moon Estate Sales

20. Our CEOJ.J. Sorrenti likens this to a five-legged stool- event management, which isn't easy. You need to have the customers, franchisees, employees, stakeholders, and right people and the right culture in your organization. vendors. These owners are focused on those kinds of activities. The second area of focus is helping to lead our system Our owners are passionate about learning, which is through rapid change. As franchise systems grow over time, important in business. It is rewarding to watch the they go through different phases of growth. Managing the progression of somebody who came through our training transition as we move to the next phase in our growth and to see what they've learned and applied as they have creates a big set of opportunities. It is good to have these worked a wide variety of sales. There is always something presented because if you're not growing and experiencing to learn in this business, and good owners are always new challenges, you will get passed by. looking for ways to try and improve. The third challenge I focus on is how to protect and grow How do you envision scaling Blue Moon Estate Sales' our brand responsibly while remaining true to the operations eventually? company's vision. How we use our signage, market our brand, and serve our customers—all of these things are very One of the common misperceptions is that estate sales only important as we grow. happen when there has been a death or divorce. In reality, downsizing is a big part of what we do. Educating the We have wonderful and dedicated owners who are public and our referral sources about estate sales, who we committed to our clients and customers and to positively are, and how we add value is important. representing the brand. The ultimate test is when someone goes to a Blue Moon event, whether it is in North Carolina, We have invested heavily in training and will continue to do Illinois, or Florida—they should all have the same shopping so, to support the growth of our system. Our owners go experience. Having our loyal customers experience that through three weeks of training, and we have developed an same high level of quality at each of our events and telling extensive LMS that allows them to train their staff. We are their friends and family about Blue Moon is part of our members of the American Society of Estate Liquidators secret sauce. (ASEL) and adhere to their policies and ethics guidelines. What are the values and qualities that make Blue Moon Third, our high-quality events with fresh merchandise and a successful franchisee? hidden treasures bring in large crowds of loyal customers. There is definitely a Blue Moon Estate Sales culture! This, We work closely with our successful owners, and it comes combined with having a very nicely staged, the down to a couple of things. It starts with networking and professional-looking sale makes for an enjoyable shopping involvement in the local community. We found that our experience. owners spend a large percentage of their time networking actively and developing relationships in the community. We will continue to promote this through our marketing efforts, which bring thousands of eyeballs to our sales They're out there working it. They have a sustained through our website and to our events. Finally, we have a marketing effort that's going on. Because once you build up loyalty program for our customers, which is one of the that sales funnel and you start building up that network, it things that makes us unique in the industry. allows you to be more selective and to grow quickly. You don't have a scarcity mindset where you'll take anything and We have a newsletter that we send to our customers, listing pray. You're actively out there, developing relationships. upcoming events and providing estate sale content. Our And there's an education component to what we do. Not customers choose to come to our events when they could be everybody understands what an estate sale is, so when doing anything else and shop. Having these loyal customers you're talking to a referral source, you've got to educate come back time and time again to our events to shop at them on what we do and how we do it. Blue Moon is a privilege, and we want to thank and reward them. Next is building the franchisee's teams. Many of the owners are looking to add team leads or people that can help with October 2022|18|www.insightscare.com

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22. 10 Most Trusted Senior Care Service Providers 2022 Benchmark of Responsibility, Compassion and Professionalism ver the past few years, in-home healthcare service In an interview with Insights Care, Jackie shared valuable is precisely assisting golden-aged people in rapid facts about Boost Home Healthcare showcasing his journey O recovery from injuries and acute or chronic in the healthcare industry. healthcare conditions.Many researchers have pointed out that older people recover faster, with fewer Jackie, tell us about Boost Home Healthcare complications at their most loved place—at home rather highlighting your professional tenure in the healthcare than in the hospital. industry. Boost Home Healthcare is a home health company which Over the past decade, ProHealth Home Healthcare has provides superior in-home nursing, therapy, and home care provided high-quality healthcare for patients in our services. Founded in 2021, Boost Home Healthcare was community, resulting in our reputation of responsibility, acquired by private equity firm The Riverside Company in compassion and professionalism. Historically, as ProHealth 2021 and is now part of Best Life Brands, which has plans and as we transition to Boost Home Healthcare, we are for continued expansion of service brands across the proud to include many healthcare, rehabilitation and clinical continuum of care for aging adults. services to enhance at-home healing and support recovery. We offer a full spectrum of home health ranging from Under the leadership of Jackie Lleverino, Brand nursing care, physical therapy, occupational therapy and President, Boost Home Healthcare has launched in the speech therapy. (For more information, visit .) U.S., providing clinical excellence and compassion, one patient at a time. It is proven that most people recover I have over 15 years of experience in healthcare. It ranges quicker in the comfort of their own homes. from DME (Durable Medical Equipment) to HH (Home Healthcare) and Hospice. I have an extensive business development background coupled with operations. This absolutely is of value as the Brand President and administrator here at Boost. At Boost Home Can you tell us about the impact of the pandemic on the healthcare sector and what efforts did you take to Healthcare, we make surmount its adversities? the desire to receive I will never forget March 15, 2020. I was traveling in Sacramento for Bristol Hospice; I finished out my trip and care at home a reality. October 2022|20|www.insightscare.com

23. An Exceptional Leader Jackie Lleverino joined the organization as the Brand President of Boost Home Healthcare on April 11, 2022. Jackie began a very successful career in healthcare and has been a part of the home health and hospice industries for 15 years. Jackie has served in a variety of roles in healthcare operations and business development, including a very successful beginning in the medical device world. Jackie Lleverino Brand President Boost Home Healthcare then went back home, and the world was all virtual. The What would you like to advise the budding company I was with started providing telehealth, and entrepreneurs and enthusiasts willing to venture as families were restricted from seeing their loved ones at the senior care service providers in the healthcare sector? hospital or facilities. Treat this growing population how you would like to be As an industry, we changed the way we met with families. I treated. We have to be passionate about ensuring that all our cry when I remember that we had to do a Facetime call with seniors have the resources they deserve, especially low- a family so the patient and family could say goodbye. We income individuals. are forever changed but looking ahead to the opportunities. It has been a crazy journey, especially in healthcare. I What are your future goals, and how do you envision thought I had it, but I uncovered a lot more. scaling Boost Home Healthcare's operation eventually? What is your opinion on the impact of technological Growth, growth, growth! This is what excited me as I advancements on the healthcare sector? myself looked into a franchise a few years back. My goal this year is to get the Boost name out there and stir the We have to keep moving with the times for sure. Telehealth excitement! Learning the franchise part of the business. I at the bedside is urgent, and the appropriate EMR had thought of buying a franchise in the past, and now this (Electronic Medical Record) that streamlines care is vital. is the full circle. I'm looking forward to opening more Technology is crucial for appropriate healthcare, especially locations and working with the franchisees to their success. in rural areas. We have to make it easier for clinicians to I can't wait to BOOST us into success. So exciting to be document and spend quality time with patients. part of a new brand and to be at the flagship site to make a difference in the community. October 2022|21|www.insightscare.com

24. Where Caring Comes to You

26. 10 Most Trusted Senior Care Service Providers 2022 A Prominent Name inthe Senior Care Service Sector arePatrol is the nation's largest senior care "No, I love what I do." Chuck challenged me and asked if I solutions franchise. Through more than 150 offices had the potential to substantially increase my income in my C in 35 states, local senior advisors provide free current position, which after pondering, again answered, service in helping families find a quality, top-rated assisted "no." While my employer appreciated me, I knew that I was living, independent living, memory care, nursing homes and at the top of what I could earn. Chuck further pressed me, in-home care. pointing out that I had three children and that I was professionally at an impasse, with no opportunity for Founded in 1993, CarePatrol began franchising in 2009 and growth or hope of improving my quality of life for my is now part of the Best Life Brands family, with private family. equity backing by The Riverside Company. CarePatrol is proud to have earned the Franchisee Satisfaction Award In 2003 I began working with Chuck. I wanted to work in a from Franchise Business Review for 12 years in a row and small area where I could focus and make a greater impact, has earned placement on the Entrepreneur Franchise 500 and in time, what we saw is that having an area to focus on list. made all the difference. That's what got Chuck excited about franchising. Chuck said, "Becky, if I can take you and In an interview with Insights Care, Becky Bongiovanni, teach you, who really had no background or experience, Brand President, shared her professional tenure, and you—in this little territory—did as much as what I emphasizing the fundamentals and core values of have, we've been working on in the whole valley, I really CarePatrol in the senior care services sector. think there's something to franchising." In September 2004, Chuck and I got married, and in April of 2009, we decided Becky, give us an overview of your journey highlighting to franchise our concept. the inception of CarePatrol in the senior care services sector? Our primary goal was to grow to 60 locations, and we did that by 2014, but we realized that it wasn't enough because In 1997, I was an Ophthalmic technician, working at an more people needed to know about our services. That year Ophthalmology Clinic that specializes in Cataract Surgery. I we were also presented with an opportunity to acquire our loved healthcare and seeing the positive outcome for biggest competitor, Assisted Transition. While industry patients. While I loved the work, it was not enough to make advisors told us to pass, our gut was telling us this was the ends meet, as a single mom with three children, and I right choice. supplemented my income by taking an extra job in the evenings. In 2001, I met Chuck Bongiovanni at my local church. My Franchising enables close friend was his secretary, and she introduced us. He was a single dad raising his son. I learned that he also people to live their shared my passion for healthcare as a medical social worker and owned and operated a business of helping families find dreams, take care of assisted living, which he started ten years earlier. their families, take care I'll never forget the day Chuck asked me about my career. of their communities When I told him what I did, he asked if I would ever consider doing something different. I immediately replied, and make a di‚erence. October 2022|24|www.insightscare.com

27. Not only did we grow to 120 locations at the end of that year because there was so much opportunity, but our brand was also elevated. In 2015, Chuck and I realized that if we wanted to continue to grow the CarePatrol brand, we would need to bring on a partner. In 2018, we were acquired and became part of the Best Life Brands Portfolio. What was the impact of the COVID-19 on the healthcare sector, and how did CarePatrol sustain its operations to surmount the adversities of the pandemic? It was pretty scary. None of us knew what was going to happen. Fear best describes what happened in February of 2020 when we all realized that something was brewing, and by March, the state of Washington became the first to officially shut down visits to long term care and assisted living. We knew that if more states followed with shutdowns, this could directly impact our business. We pivoted how we deliver our services, literally overnight. While we know that meeting people in person and walking them through the process is what makes the difference; we offered a "virtual" option to our customers, so they felt safe while we were delivering solutions. Our business is Becky Bongiovanni recession-resistant, but this was a healthcare crisis. So it did Brand President have a direct impact on our business and a few of our CarePatrol locations closed. However, many of our locations were maintained and several even grew. At the end of the year, many healthcare workers thank us for going above and we were only down 1% YOY in systemwide revenues. We beyond in any little way that we could help them. saw that the demand for our business was persistent, even in a pandemic. With continuous technological developments in the healthcare space, what is your prediction about the While we could not meet in person with our franchisees, we future of the senior care services market? decided to increase support in a virtual environment. We added twice as many trainings, meetings and marketing The first baby boomer turned 75 last year. Most people will services than in prior years. We also provided up to the need care when they are 82 years old. What I predict and minute information on the government loans that were what I've heard is that over the next ten years, we will see a offered and many of our franchisees were able to take lot of changes in how care is approached. advantage of these loans. Offering franchisees, the option to defer their fees for a period of time really helped them with We're going to see two different types of models emerge. cash flow. Right now, senior living kind of fits anybody 55 and over. But because the population is just going to increase, But the other thing that we did—we said: "This is a crisis, especially the 85-year-olds, that segment of the population and our healthcare workers are the heroes on the front line, is going to double by 2039 and triple by 2049. so we launched a pay it forward campaign by focusing on being a resource to healthcare workers, during a most We're going to see a new model emerge for senior unprecedented time." If you can remember, it was hard to living—one that's a more active adult lifestyle, focusing on find personal protective equipment in early 2020. the younger people, ages 55-75. It's going to be more about lifestyle, membership, and exclusivity, like a club lifestyle, Our franchisees came to the rescue and provided personal timeshare, or resort. You worked hard your whole life, and protective equipment: masks, gloves, gowns, and hand now it's time for you to enjoy it. Even though senior living sanitizers. We found we were making an impact and had has evolved, the baby boomers are different types of people. They're very particular. They've driven the economy all October 2022|25|www.insightscare.com

28. these years, and they're doing the same thing as they age. care of their communities and make a difference. So that's So, I think we will see a higher demand for quality and my tip to someone out there, especially if you're a novice. special preferences because that's what the baby boomers want. But there's this large, growing population of 85 and How do you envision scaling CarePatrol's operations older people, who typically tend to need a lot more care. and offerings in 2022? According to Consumer Affairs, in order to keep up with This year, we are really focusing on updating many of our the demand in the United States, we'll need to have 1 technology platforms because technology continues to be million new senior housing units by 2040. There's a huge really important. We're making upgrades to help our need for more. We will need to rely on remote patient franchisees move quicker and focus on what matters most, monitoring and artificial intelligence to supplement what which is helping older adults. caregivers do because we won't have enough people. We already saw that rise during the pandemic, but the caregiver For example, we have a proprietary CRM that's being shortage existed before. enhanced, and we're reconfiguring some of the functions so we can stay up to date and help our franchisees move The pandemic has just pushed everything faster into the quicker and be more efficient. We also introduced a new future than we anticipated. We can use technology to aid learning management system for our franchisees that will caregivers in doing a better job. We're going to see help them with their continued learning and any staff they something that we've never seen before, and we have to be bring on. prepared to help consumers understand the changing landscape and embrace the changes because they're coming. That will help them scale at the local level because we're focusing on building teams. While this business is As an established leader, what is your advice to budding rewarding, it's tough, and while you don't need a lot of entrepreneurs and enthusiasts aspiring to venture into employees, you should have a handful of employees on the senior care services sector? your team that can support you to continue to grow and touch lives. By creating efficiencies with our national I'm a little biased because I'm a franchisor, but if you're accounts, we have opportunities to pass on the savings to looking to get into the senior care space and you want to our franchisees. make a difference, I think the most streamlined path, so you don't have to make a lot of mistakes, is going with a When we're working with our national accounts, we help franchise system. Rather than trying to open your own our franchisees with billing and collections. We're updating [business], franchising is a great way to enter the space our processes there to streamline and help our franchisees because you have a system that has proven methods and get paid faster. We just completed a brand refresh which is strategies. so amazing because CarePatrol never really had a professional company look at our brand—it was really The way that franchising is set up is that if you're birthed from the founder who created the look and the feel. successful, the franchisor is successful. If you're not successful, that hurts the franchisor. We have these aligned It was important to us that our brand resonated with our goals to ensure that our franchisees are well supported. primary customers, so we spent all of last year working on Whether it's our brand or another brand out there, I love our brand refresh, and what we found out is that people who franchising because you're in business for yourself but not know us love us. The biggest opportunity we have is to help by yourself. I think it's rewarding to a lot of people to know educate people and make sure that there's awareness about that they can be in charge of their own destiny. Franchising what we do. We're also launching this year to scale the really drives small business in the United States, and it business, consumer marketing and educational campaigns leads to wealth in cities and in economies. to drive awareness. We feel like these are really great things, and the brand refresh has put a new focus on our I love franchising because it helped me achieve my brand. personal dreams when I never saw a pathway to do that. I love it because it's created both a business opportunity for It is giving us permission to be innovative, which is one of our hundreds of franchisees. We've been able to impact tens the pillars that we're focusing on this year. Innovation and of thousands of families who need help finding quality care renovation because we're in the midst of this changing positively because of franchising. Franchising enables landscape, and it's fascinating. We've got to be able to move people to live their dreams, take care of their families, take with it. October 2022|26|www.insightscare.com

30. Futureof Artificial Intelligence and ITOperations October 2022|28|www.insightscare.com

31. Health-tech here is no denying that the IT space has undergone What is AIOps? numerous changes in recent years. With artificial T intelligence/machine learning (AI/ML) as one of According to Gartner, "AIOps platforms use big data, the most prominent technologies, automated machine modern machine learning, and other advanced analytics learning and big data capabilities are predicted to influence technologies to, directly and indirectly, enhance IT business operations and result in a huge way in the near operations tasks (monitoring, automation, and service desk future. duties) with proactive, personal, and dynamic insight. Many different data sources and data collecting methods can be AIOps (Artificial Intelligence for IT Operations) systems used together on AIOps systems." are providing a lifeline to IT departments that are struggling to meet the demands of modern businesses. However, An acronym for Artificial Intelligence in IT Operations, before we dive into the subject, let's first define what it AIOps represents a new approach to managing digital means to soundly carry out advanced analytics through the transformation initiatives in the enterprise. This approach industry. has recently grown in popularity, with a number of October 2022|29|www.insightscare.com

32. businesses taking a keen interest in its potential, making it For an enhanced customer experience, AIOps offers a increasingly relevant among larger and more sophisticated solution to the multiple tasks that must be performed. organizations. Automated analytics in AIOps, performs a series of functions to ensure service continuity in cloud Breaking Down Data Silos environments. Customer experience that was personalized is now automated. Data silos exist in almost every enterprise. They are created when spreading data across many systems within a Overcoming Monitoring and Analytics Challenges company, often resulting in low visibility and no unified way of retrieving information. Silos present several pitfalls, Given the use of higher-order service-oriented architecture as they can lead to errors, large amounts of data loss, and and cloud-based applications, the problem is further other issues that may significantly impact a business. AIOps compounded by complex network topologies, high velocity is an artificial intelligence software framework used to of adapting applications, and a wide range of end-user monitor, identify, and resolve issues within an IT devices contributing to performance. The ability to monitor, infrastructure. alert and manage monitoring parameters has become even more stringent with the advent of multi-cloud AIOps uses artificial intelligence to make IT more environments. intelligent and efficient by using machine learning and advanced analytics technologies that search for correlations Performance monitoring (PM) tools and practices are between events, connections among users and infrastructure undergoing dramatic changes to cope with the ever- that result in downtime. changing application landscape, user expectations and enterprise expectations. The challenge is to deliver the right Eliminating IT Operational Noise report in the right format at the right time with the right set of metrics. The number one concern for an IT operation team is their Digital Transformation Success ability to understand the health of their environment. Understanding their environment's health is more important than ever if the enterprise hopes to achieve digital AIOps seeks to improve the overall insight of IT operations transformation objectives. The unfortunate reality is that by automating network function and application noise in the system is impacting data and its ability to performance management. AIOps has moved beyond the produce actionable insights. hype—which grew out of an all-inclusive acronym for automation, intelligence, and orchestration—to reality. There are two different ways that IT organizations can Companies are not only beginning to discover the benefit from adopting AIOps: they can improve their transformative benefits of AIOps, but also recognizing the existing processes and tools or they can make some major tools needed to get results. global changes to how they manage IT infrastructure. Either way, the ultimate goal is to eliminate IT noise. It's no secret that technology is moving beyond the cloud. After all, it was only a matter of time. Artificial intelligence Delivering Seamless Customer Experience (AI) and machine learning (ML) have blended with cloud computing to give birth to a new way of thinking—AIOps, In the digital age, companies should invest in the tools that or artificial intelligence-driven IT operations. AIOps can help them deliver seamless customer experiences. The promises to both challenge and revolutionizes traditional IT adoption of AIOps is becoming increasingly important for service management concepts and processes, including complying with regulations and competing in the market. those put in place by ITSM vendors. AIOps increases operational efficiency and reduces IT costs by using predictive analytics to gather insights from big The increasing demand for automation in all aspects of data. This enables users to make proactive decisions about business has led to a boom in AIOps solutions, many of systems, applications, and infrastructure in real-time before which boast the ability to carry out a broad range of symptoms of disruptions or performance issues occur. functions within just one single tool. Anish Miller October 2022|30|www.insightscare.com

34. 10 Most Trusted Senior Care Service Providers 2022 Empowering Senior Citizens by Elevating Quality of Life geing cannot be prevented, but it can most Please brief our audience about Carnegie East House, its certainly be a happy process. Everyone heads mission, and the key aspects of its stronghold within the A towards the ‘wonder years’ of their life. They senior care services niche. wonder where they left their phone? Where the glasses are? What day it is? And many more. Fun apart, everyone faces Since 2002, the mission of Carnegie East House has been to difficulties when the graph of life starts to tilt towards the provide comfortable, secure, and supportive enriched ultimate point. People fall ill both physically and mentally. housing for senior citizens. It is a not-for-profit organization Hence, they need more attention and care. with a mission to help and empower senior citizens by elevating their quality of life through safe and affordable But in this fast-paced world, wherein time is money, it housing. Our community celebrates individual freedom and becomes difficult to manage the balance between work and offers support when and where it is needed. family. Those taking care of their elder family members are sometimes stuck between the priorities of their own life. Carnegie East House has earned a reputation for providing an exceptional level of care and attention to residents. It has While the challenge is huge, the necessity for caregiving is consistently been ranked among the best adult care equally important. Many people struggle to manage this communities in Manhattan. difficult task. To provide and solution to this, Carnegie East House was established with the focus of providing Visitors always comment that you can ‘feel’ the difference quality lifestyle for senior citizens. when they walk through our building. This atmosphere is created by having a caring team that supports the residents with competency and compassion. In the following interview, Joseph H. Girven, the Execu- tive Director of Carnegie East Home, sheds light on the journey of the organization, its mission, and the necessity of senior care. October 2022|32|www.insightscare.com

35. About the leader Joseph Girven is a former financial executive and certified public accountant. His career took a dramatic turn when he became a Licensed Master Social Worker. Girvenʼs social service career focused on protecting and supporting senior citizens and the disabled from its inception. Girven spent 13 years in a leadership position at the Lenox Hill Neighbourhood House, a provider of senior citizen essential services in New York City. 11 years ago, Girven became the Executive Director of the James Lenox House Association and Carnegie East House. The James Lenox House Association was founded 150 years ago to house civil war widows. Today, the James Lenox House is part of the Joseph H. Girven Executive Director Mitchell-Lama Housing Program. With 99 Carnegie East House apartments, it meets the growing need in New York City for affordable housing with quality social services for senior citizens. Carnegie East House, a residential care community comprised Our community of 97 apartments, is licensed by the New York celebrates individual State Department of Health as ʻenriched housingʼ and offers residents a wide range of supportive freedom and offers support services. when and where it is needed. Throughout his tenure at both residential communities, Girven has consistently led with insightful leadership and judicial stewardship. The recent challenges presented by COVID-19 tested the most formidable industry champions outcomes. Girvenʼs move to live ʻon-siteʼ went far with unprecedented safety challenges, to reassure residents and their families. regulatory demands, and market pressures. Under Girvenʼs direction, Carnegie East House Girven successfully navigated the shoals of the employed conservative measures from the onset pandemic and succeeded in taking care of all of the pandemic, before they were mandated. As residents through his tireless and dedicated a result of his vigilance, the residents were kept vigilance and guidance. He moved into Carnegie safe. East House to be ʻon-the-groundʼ and available around the clock, every day. Throughout the Joseph H. Girven was recognized for his long-term care residential housing sector, the stewardship in Crainʼs New York Business 2021 pandemic presented many horrific realities and “Notable in Non-profits and Philanthropy”. October 2022|33|www.insightscare.com

36. Tell us more about the services that give Carnegie East House distinct edge to stand out from the competition? Carnegie East House is distinct in its market—New York City—it offers expansive apartments, dynamic program- Our ming, and exceptional value. As a not-for-profit organiza- tion, the end goal is not to produce increased profitability. operations Our efforts focus on one objective: serving and supporting and programming residents with the highest standards of care possible. are constantly Residents of our community represent all backgrounds and professions: teachers, doctors, lawyers, nurses, interior evolving to meet decorators, accountants, writers, judges, librarians, our residentʼs homemakers, artists, actors, professors, researchers, social workers, simultaneous interpreters, and musicians. We are new needs and an inclusive community that appeals to people who value individual care in an ideal setting, where healthy aging is to serve them nurtured and fostered. better What is your opinion on the effects of the current pandemic on the healthcare sector, and what challenges did Carnegie East Houseface during the initial phase of the pandemic? will have to be met. New buildings and residential units One cannot underestimate the financial and human capital will have to be much more energy efficient. Additionally, challenges presented by the pandemic. From the cost of advances in technology will enable clinicians and patients purchasing enormous quantities of personal protection to interface more efficiently and effectively. equipment to the loss of revenue due to a freeze on admissions, the strain has been taxing. In addition, the As an established leader, what would be your advice to pandemic placed many additional stressors on staff—all of the budding entrepreneurs and enthusiasts aspiring to whom are essential workers—by putting them at risk by venture into the senior care services niche? commuting and working and adding to their already heavy workloads with additional safety protocols and new No matter how we serve this market, it all boil down to regulations issued weekly. individual care. Never lose sight of the true objec- tive—taking care of each person as you would your mother, The largest challenge presented in the initial phase of the father, friend, sister, or brother. pandemic was developing new protocols to ensure the safety of residents and personnel. We had to amend almost How do you envision scaling Carnegie East House’s every aspect of our operations, and we revised these operations and offerings in 2021? changes throughout the days, weeks, and months of the pandemic. From meal delivery to getting all personnel At present, we will focus on improving our communities COVID tested weekly, we had to implement a new way to and elevating all facets of operations. We are planning a operate every day. sizable renovation project and the addition of some exciting new amenities. Our operations and programming are With continuous technological development in the constantly evolving to meet our resident’s new needs and to healthcare space, what is your prediction about the serve them better. future of the senior care services market? As the demographic construct of ‘older adults’ evolves and more baby boomers age, we will have more technology users who have a higher level of proficiency—new needs October 2022|34|www.insightscare.com

38. 10 Most Trusted Senior Care Service Providers 2022 Amalgamating Excellence with Perpetual Care crucial component of elder care at home is to ensure that the patient feels safe and comfortable. A When they can embrace such reliable services, seniors feel better mentally and physically. As the premier franchised provider of in-home caregiving services, ComForCare helps people live their best years in a holistic caring environment. ComForCare's compassionate caregivers and innovative programs support older adults in aging gracefully and continuing to do the things they love. Founded in 1996, ComForCare has more than 256 independently owned and operated locations in the U.S. and Canada and operates as At Your Side Home Care in Houston. Under the leadership of Sean Kajcienski, Chief Revenue Officer, and Chief Operating Officer, ComForCare's mission is to improve the quality of life and level of independence for every client and family receiving its services. Sean Kajcienski, In 2017, ComForCare was acquired by private equity firm Chief Revenue Officer and Chief Opera?ng Officer The Riverside Company and is now part of Best Life ComForCare Brands, a parent company that oversees service brands in the aging adult care industry. didn't serve and support people in the way that we do, so that was a big part of what appealed to me. In an interview with Insights Care, Sean Kajcienski sheds the spotlight on his professional tenure—highlighting the I also had prior experience in healthcare, and a large percent significance of ComForCare in the healthcare industry. of our population then were seniors, so I got to see a lot of their healthcare struggles and how these struggles affected Tell us about your journey in ComForCare. them physically, emotionally, and mentally. And in that regard, it made me more aware of the challenges of seniors. What appealed to me was the opportunity to be in a franchising business that genuinely gave back and helped And then, as I've seen family members age and go through people. I'd been in business for 14 years prior at other needing care—having family members take on the role of franchise companies, and they were great brands but really family caregiver—it just further attracted me to the concept October 2022|36|www.insightscare.com

39. of Best Life Brands, the ComForCare brand and the idea of How has the pandemic, especially the initial phase, helping senior citizens to live their best lives possible. impacted the healthcare sector, and how did ComForCare sustain its operations to overcome its What values does ComForCare implement while adversities? catering to its clients in the healthcare industry? ComForCare fared well during the pandemic for a variety The key to ComForCare is the intense focus on the quality of reasons. We were well-versed in the importance and use of care, making sure we have well-trained caregivers, a of personal protective equipment (PPE). As the world great match for our clients with the caregiver, and advanced scrambled to learn what that was and how to use it, we were programs to help to make sure that the quality of care and already adept at their use and had great supply chain lines the best outcomes are optimized for each client. Programs to help make sure that our franchisees and caregivers had like our DementiaWise program, which is recognized by the supplies available. Alzheimer's Association and is on the Alzheimer's Association website, is something we're very proud of. An During that time frame, people became more concerned opportunity to teach our franchisees the advanced skills in about anybody getting near their senior loved ones, so caring for dementia and Alzheimer's patients is really making sure we had great communication and training with something of great value to the families and to the clients our franchisees and caregivers to ensure that they were in themselves. the best position to keep clients constantly safe and healthy was of utmost importance to us. Programs like our Gaitway Fall Prevention program help reduce further complications in the lives of these seniors. It We saw strong demand for our services throughout the can potentially help reduce the risk of falls and serious pandemic, even with people being afraid to bring somebody injuries that lead to hospitalization, nursing home stays, and else into the home. ComForCare being able to take care of all kinds of other things that negatively affect their lives. family members in the home was a reassurance to those And so, we are consistently looking to figure out what we who were concerned about nursing home care at that time. can bring to the franchisees and how they can truly be the best of the best in ensuring their caregivers provide the best Being a national leader and having one of the few programs care possible so seniors can truly live their best lives out there that's recognized by the Alzheimer's Association possible. (For more information, visit .) in our DementiaWise program was a great benefit to families. They appreciate the extra efforts we make to ensure the highest quality of care. As technology has made such amazing changes in the healthcare space, can you share a prediction about the future of the senior care services market? There are a few ways that technology will evolve in the senior care sector. One is the operating systems that companies use will continue to grow and evolve, to allow ComForCare's for better outcomes reporting, better communication with families, better communication with the caregivers, etc. mission is to improve That's going to continue to improve, and then you layer that the quality of life and level in with any sort of telehealth options such as remote patient monitoring, which is a great opportunity. of independence for To have sensors throughout the home, for example, to be every client and family able to measure movement and vitals—not just measured receiving its services. but easily communicated to physicians, caregivers, family members and the client themselves—is really an opportunity to optimize care and react quickly when things October 2022|37|www.insightscare.com

40. are going in the wrong direction. It can also help to prevent Additionally, we intend to keep making enhancements to the risk of future issues. our operating system and partnering with other industry- leading technology providers as we see opportunities to Also, the opportunity to improve communication with those implement technology that can be helpful for quality care. clients in the home- whether it be tablets or other devices that will help them to communicate with physicians, family, Can you tell us about the recognition of achievements etc. that technology will enable a more holistic opportunity that highlights ComForCare as a prominent company in to manage care so clients really can live as well as possible, the healthcare sector? and as healthy as possible, throughout the remainder of their lives. Among its many awards, ComForCare most recently has been honored on the 2022 Entrepreneur Franchise 500 list, What is your advice to budding entrepreneurs and the 2021 Entrepreneur Top Global Franchise list, the 2021 enthusiasts entering the senior care services niche? Best Workplaces for Millennials, and Best Workplaces for Women and Best Workplaces in Aging Services lists. It is a great space to operate a business in a very meaningful space. It's important to take the appropriate steps to get the · ComForCare awarded 39 new franchise proper knowledge to effectively run a home-care business agreements reaching close to double-digit system and provide the optimal level of care. I would suggest doing growth in the U.S. and Canada in 2021; a significant amount of research if you decide you want to do this on your own or partner with a leading national · Ranked 291st on Entrepreneur Magazine's annual , Franchise 500 list; franchise brand—one who's got highly recognized programs and has proven themselves over decades. · Certified as a Great Place to Work®; This can help with that knowledge gap when entering this space. There's a lot to know, and when you're with major · Recognized by Fortune Magazine and Great Place top franchise brands like ComForCare-/At Your Side, who To Work® as one of the 2021 Best Workplaces in have these advanced programs and advanced training, it New York™; helps you get a lift above all other competition in the marketplace very quickly. · Recognized by Fortune Magazine and Great Place To Work® as the number one home care company A franchise opportunity with a national leader like on the Best Workplaces in Aging Services™ 2021 ComForCare /At Your Side is the best way. It's the only list; way I would recommend a family member do it, for example. If they didn't go this route then I'd recommend · Recognized by Fortune Magazine and Great Place that they do some serious research, maybe hire consultants To Work® as one of the 2021 Best Workplaces for or others that have experience in running a highly advanced Women; home care business. · Recognized by Fortune Magazine and Great Place How do you envision scaling ComForCare's operations To Work® as one of the 2021 Best Workplaces for and offerings in 2022? Millennials™; We're building out our technology platform right now in a · Recognized in Franchise Dictionary Magazine's couple of ways. We just launched a new operating system Top 100 Game Changers list. with significant enhancements to help make it easier for franchisees and caregivers to optimize the quality of care. Second, we've done research, tests and studies into the telehealth side of things and will likely be announcing the rollout of an industry-leading remote patient monitoring platform by the end of the year. October 2022|38|www.insightscare.com

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43. Space OVID-19 pandemic's onslaught was sudden and On January 15, 2020, after visiting a family in Wuhan unexpected. Though experienced with H1N1, (China), a 35-year-old man returned to his home in States. C seasonal influenza, HIV, and rather effective in On the fourth day of his returning back, he saw a health emergency response, the U.S. healthcare community was alert issued by Centers for Disease Control and Prevention hardly prepared for it. The biggest challenge was fighting (CDC) about China's novel coronavirus outbreak. He too an unknown virus from a known coronavirus family. was having similar symptoms. So, worried about his cough and subjective fever, without any signs of waning, the man It all began on the last day of December 2019, when finally visited an urgent care clinic (UCC) in Snohomish Chinese authorities reported a group of cases with County, Washington, on January 19, 2020. All his other pneumonic patients associated with a common area of tests (NAAT, HKU1, NL63, 229E, and OC43) came back Wuhan (Hubei Province) called Huanan Seafood Wholesale negative, but due to the protocol, the UCC promptly alerted Market. Seven days later, in January 2020, Chinese health the competent authorities, and sent the collected samples authorities confirmed that this group of patients was (from the patient) to the respective CDC lab. infected with 2019-nCov, a novel coronavirus. October 2022|41|www.insightscare.com

44. The man confirmed that he neither visited the virus origin expanded over the years and is now being used to support area nor came into contact with any sick person during his industry during these hard times. The pandemic emergency travel. He was discharged on the condition of home fund was provided to educate and train clinicians to provide isolation. On January 20, 2020, his tests of nasopharyngeal better care to novel coronavirus affected patients. and oropharyngeal swabs came positive for COVID-19. Immediately, he was admitted into an airborne-isolation All these efforts brought fruit when UCC's are needed the unit and treated afterwards with utmost care, which saved most. As the third wave of COVID-19 is ravaging across his life. As per the CDC's press release on January 21, the States, Americans are finding UCC's as their best bet. 2021, the man was United States first reported COVID-19 When it comes to walking in straight and getting tested for case. COVID-19 without an appointment, then UCC is the only option available. According to a mobile app Solv, this year, The man was one of the twenty-eight million patients who UCC's saw a 50% spike in number of patient's online and visited such UCC's in the year 2020. Out of those, more in-person bookings. Google search for UCC's is at a never- than half were COVID-19 patients. In fact, over the last two before-seen levels. years, UCC's became the preferred 'go-to' choice for patients who needed urgent, affordable, and episodic UCC's plays a unique role in US's healthcare arena. They COVID-19 care. This influx of patients showed the urgent are the only standalone medical care units available for care's growing importance in our daily healthcare space. patients without any prior appointment. Many of them are the only healthcare providers in their areas. And as opposed Impact of Urgent Care: to limited opening hours of regular primary clinics, UCC's are open for longer periods. Some are even open for 24 According to the Urgent Care Association's (UCA, founded hours a day, seven days a week even on weekends and in 2004) estimate, there are more than 10,000 UCC's across holidays. the United States. From large urban areas to small rural communities, UCC's are located in every area. Each year, Accessible Healthcare: Future Essential these UCC's gives treatments to more than 160 million patients with mostly lower acuity. But due to their on-site Other reasons for UCC sudden upheaval are their adopting labs and x-ray capabilities, they are also able to treat of advanced technologies faster than their counterparts. For patients with higher level of acuity. Also, UCA works in example, faced with long queues of people to get tested for close collaborations with Convenient Care Association COVID-19, CityMD, New York's largest UCC adopted an (CCA), which is a representative body of 3,300 retail health urgent-care-specific software solution for queuing and clinics spread across the States. Together, they provide high texting. And the long queues blocking the city roads degree of accessible healthcare to the patients from every disappeared overnight. stratum of society. Many of the UCC's are now leveraging enhanced digital To help urgent care industry in the areas of research, patient engagement systems. From check-ins to payments, technological upgrades, education, training, and honing these systems are designed to manage high patient volumes leadership in clinical practices management, there is urgent in short times, optimizing center's ability to handle high care foundation (UCF), which is an affiliate of UCA. Both demands of testing. UCF and UCA worked hard in bringing innovation and Simply, they are shortening their wait times, streamlining improvement in delivering advanced healthcare models to their workflow, and improving patient's experience. By the industry. The emergency preparedness initiative enhancing efficiency and functioning, UCC's are evolving launched during the hurricane Harvey relief efforts, is into an essential entity of the healthcare continuum. Anish Miller October 2022|42|www.insightscare.com

46. North Star Senior Advisors Providing a Guided Path for Senior Living enior parents and other ageing Orlando Award Program, as well as loved ones often require listed at number 46 on Feedspot’s Top S specialized medical care. The 100 Senior Care Blogs list for Blogs, Our mission necessity for specialized care has Websites and Influencers in 2021. become increasingly crucial to families is to offer free everywhere as our population becomes In the following interview, Ignacio support and guidance older. However, achieving and Quinones, the President of North Star sustaining optimal health and wellness Senior Advisors, shares the journey of through your for older people is more than just a the company, its mission, and how the transition into senior medical issue. Hence, effective company is assisting senior citizens to geriatric services have become a provide a guided path for senior living. living. crucial necessity. Please brief our audience about Effective geriatric care necessitates North Star Senior Advisors, its collaboration between health providers mission, and the key aspects of its you choose. We recently expanded our and caretakers. Both work together to stronghold within the senior care niche and now offer Care Management manage their elders’ health concerns services niche. services, helping you through the aging and provide a safe, positive process. environment for them. Established in 2014, our mission is to offer free support and guidance Tell us more about North Star’s To cater to this need, senior care through your transition into senior services that give you a distinct edge companies were established. One living. We’ll explain the process, to stand out from the competition? promising name in that list is North provide an overview of senior living Star Senior Advisors which is highly communities, and accompany you on We provide a guided path to senior experienced in assisting families for tours to ensure that you find that living by narrowing down options senior living. perfect new home in Lake, Seminole, based on budget, location, level of Orange, Osceola, and Volusia care, and more. What makes us unique North Star was selected for the 2020 Counties. We never charge a fee to to this industry is that not only do we Best of Orlando Award in the Assisted families and are paid by the assisted have 30+ years of combined Living Facility category by the living or memory care community that October 2022|44|www.insightscare.com

47. 10 Most Trusted Senior Care Service Providers 2022 Ignacio Quinones President About the Leader North Star Senior Advisors Ignacio Quinones started his military career as an Infantry soldier in Washington DC, ‘The Old Guard’ where he participated in various key decorated ceremonies, funerals, and parades for the US armed forces. He then began his career as an Army Nurse at Walter Reed Army Medical Center where he cared for wounded soldiers post 9/11. As a nurse and veteran-owned and operated firm, Ignacio continues to use his nursing license when assessing seniors to help locate senior living options that can accommodate their level of care, allowing for a proper placement. Assisted Living communities possess different license types where some can only accommodate certain needs. Having a nursing background provides seniors and families with accurate information so they can make the best, informed decision regarding their senior living needs. October 2022|45|www.insightscare.com

48. healthcare/senior living experience, but residents were asked not to leave all staff members are also certified unless there was a medical emergency. dementia practitioners to assist those But once their return, they had to be with Dementia/Alzheimer’s. quarantined for 14 days. This not only impacted our business but also how we Also, we have a nurse on duty to operate. perform accurate assessments for proper placement. We are also veteran Normally, we meet with families for a owned and have bi-lingual staff upon consult and then schedule and request. Our team is local to the accompany families on tours of senior Central Florida area, and we have living communities, but all of this personally toured all communities and came to a halt. Fortunately, we were checked to ensure they are free of still able to guide families throughout abuse and negligence before guiding all of the pandemic as we conducted our seniors and families there. virtual consults and tours. When the governor announced that they were What is your opinion on the effects planning to open again, we were of the current pandemic on the grateful to be able to provide in-person healthcare sector, and what visits again. challenges did North Star Senior Advisors face during the initial With continuous technological phase of the pandemic? development in the healthcare space, what is your prediction about the controlled artificial intelligence The current pandemic has affected us future of the senior care services assistance also known as ‘Smart all in some form with the healthcare market? Homes’. sector being affected the most. What we have seen at the beginning of the Senior Living communities will have As an established leader, what would pandemic was that most individuals fully integrated technology by be your advice to the budding were hesitant to place their loved ones including Telehealth services for entrepreneurs and enthusiasts in senior living communities, providers in order to conduct clinical aspiring to venture into the senior understandably. appointments to residents in senior care services niche? living communities. In addition, virtual All communities were also forced to go assistant devices will be added to One would definitely have to have a on lock down. So, visitors were no senior living apartments, so residents passion for working with the geriatric longer allowed inside, and current can enjoy the benefits of voice population. Ideally, their product or service needs to satisfy a large demand. I would also build a large synergistic network within the healthcare sector they are choosing to work within and always find ways to give back to the community. How do you envision scaling North Star Senior Advisors’ operations and offerings in 2022? We want to continue to approve upon our core business within senior placement and grow our new care management services going into 2022 October 2022|46|www.insightscare.com

50. 10 Most Trusted Senior Care Service Providers 2022 Making Your Second Innings Fruitful Period of Life any apprehensions surround you, and many Coherent Leadership thoughts muddle your head. However, in the M journey of your life—one day the first inning Christe Turner, Vice will come to an end. One day, eventually, you will soon be President of Opera?ons, started entering your "Second Inning" sooner than you thought. her career freshly graduated as an RPN doing pallia?ve home care. A?er transi?oning In the end, you must accept it with grace and maturity and to re?rement, she started working as a nurse and, make the best of your situation. "Growing Old" does not a?er a few years, was promoted to Director of Care. imply that your life is finished; as a golden ager, you have Chris?ne worked as a Director of Care in a few different all your time at your disposal, so take advantage of it. places in the O?awa area and quickly advanced to Execu?ve Director within only a few years. She has now The second innings is part of life, and a person with self- spent the last 25 years in the re?rement industry- devo?ng respect wants to spend it with dignity and independence. her life to seniors. Chris?ne was promoted this year to our Many people make their plans for the second innings. VP of Opera?ons in Canada. According to several reports, the population of senior She oversees all opera?ons in our four communi?es in citizens is rising, and people are opting to modernize O?awa and ensures we are opera?ng all our independent living. proper?es up to Symphony standard! She is so excited to start her new role and really start A place where a senior citizen lives with the characteristics driving occupancy and quality in all our mentioned above is not an arduous task with Symphony proper?es. Senior Living. Currently, under the coherent leadership of Christine Turner, Vice President of Operations, Symphony Senior Livingexcels with a vision to provide the highest quality In an interview with Insights Care,Christine shares the living community place where senior people can find a journey of Symphony Senior Living, highlighting its values home with exceptional care. and her opinions on the future of the company with respect to its mission to become a trusted senior care service Additionally, Symphony communities have given out the provider. service that provides convenience and comfort to make everyday life easier. October 2022|48|www.insightscare.com