Transcript Generated by AI 00:05 Hey, Mark Parkinson back with Park Place. 00:07 And we're here to really feature First Quality. 00:10 Who's been such a great supporter of the sector for so many years. 00:14 I think you've heard me talk about First Quality supported us so much during the 00:18 pandemic, really led the way among vendor partners, 00:21 and it matches what they do in buildings. 00:24 You know, I've really come to appreciate that the 00:26 best, best vendor partner isn't somebody that 00:28 just sells US product and services. 00:30 It's somebody that actually becomes a partner with us and that is certainly the 00:35 philosophy at First Quality. 00:37 And I'm really happy to be joined here today by Sarah Braceland, 00:40 who is the US Clinical Leader for First Quality. 00:43 And Sarah, I know that the whole philosophy of First 00:45 Quality is, yeah, we're going to sell great incontinence 00:47 products, but what we're really going to do is 00:49 we're going to partner with our customers. 00:51 Tell us about that. 00:53 That is right, Mark. 00:53 It's the sale is really just the start at First Quality. 00:58 We take pride in being more than a product supplier. 01:01 We are that care partner for our customers and the residents that they 01:07 serve. 01:08 Our eCare program is a comprehensive continence management and product 01:13 utilization program that we designed specifically for skilled nursing. 01:18 We focus on putting resident care first while also helping support clinical 01:25 efficiencies, control costs and assess with education. 01:30 And eCare is not just like a thing in name. 01:33 You've got like an army of nurses and people that are, you know, 01:37 available to help facilities once you sell them the products. 01:40 Tell us about that. 01:41 Yes, Mark. 01:42 We have a team that's available 24 hours a day, seven days a week. 01:47 Our clinical team is made-up of about 25 nurses across North America. 01:54 They have a combined experience of over 500 years and we are fluent in English, 02:00 Spanish and French so that we can support our customers and the language that they 02:06 prefer. 02:06 I mean, I think that people would just be blown 02:08 away to know that First Quality has a team of 25 that's there to help folks in 02:12 the buildings. 02:13 I would never, you know, we were customers of First Quality and I 02:15 would never have guessed that, but I know that you gave us great 02:18 ServiceNow. 02:18 One of the things that you do is that you have a 24 hour, 24 hour, 02:22 7 day support for facilities that are trying to figure out what the right 02:26 product is for each resident. 02:28 Tell us about that. 02:29 Yeah. 02:29 So we're able to support virtually or in person. 02:33 And what's great about our team of nurses, especially being that we have them 24/7, 02:38 is that we can be bedside in the matter of minutes. 02:41 So if we need to support a customer with sizing questions, 02:45 application or even something as serious as having a state surveyor come in and 02:50 they need help with a citation. 02:52 So we have that in a matter of minutes, but we can also support in person so that 02:57 we can meet the staff where they are. 03:00 That's great. 03:01 And part of your partnership is you also do continuing education, is that right? 03:06 We do. 03:06 So in addition to our in service, we have 5 accredited continuing education 03:12 courses that are available for nursing staff. 03:16 We have two that just launched in August, 1 is on continence management and the 03:22 other one focuses on fall prevention, which we know is a very important topic 03:27 in this industry. 03:30 And the best part is you do not even have to be a Prevail customer to take 03:34 advantage of those courses. 03:35 That's great. 03:36 I mean, you guys really are a partner of the 03:37 sector. 03:38 Yeah. 03:38 In addition to all that, Sarah, you also do some strategic planning with 03:42 the facilities and with the C-Suite teams as well. 03:45 Is that right? 03:46 That's right, Mark. 03:46 This is where we believe the partnership becomes very powerful because we are 03:51 working at the facility level, but we are also working at the corporate 03:56 level. 03:56 This is where we take what we've learned at the bedside and we incorporated that 04:01 into the business side. 04:03 So we at the facility level, we're working through education, 04:08 any kind of application issues they may have, sizing. 04:12 We're really focused on clinical efficiencies and outcomes. 04:16 But at the business side of the corporate level, 04:19 we are working with the regional teams and we're also working with the executive 04:24 teams to dive a little bit deeper and really understand the full picture. 04:28 So we're looking at trends, we're looking at costs, 04:32 and we are looking at any opportunities for product standardization. 04:37 So it's not just about controlling costs, it's really that clinical outcomes and 04:43 tying the cost together and creating targeted education and initiatives to 04:49 support our customers. 04:51 Well, Sir, I mean, I think you've really proven today what 04:53 you started out by saying, which is that the sale is just the 04:56 beginning and it's all this other stuff that you guys do to add value that makes 05:00 it a real partnership. 05:01 Thanks. 05:02 Thanks a bunch for being here with us today. 05:03 Thank you for having me, Mark. 05:05 You know, and I know when folks are trying to make 05:07 money, you know, they can get fixated at looking at the 05:10 absolute lowest cost of every product, and it's important to look at that. 05:14 But when we're talking about taking care of our residents and the importance of 05:17 having a really good incontinence program, you got to factor in all of this other 05:21 stuff. 05:21 And that's why we're just so proud to be connected with First Quality. 05:25 Thank you very much for watching this and thank you for your continued support of 05:28 Park Place.
