FirstLight HomeCare scores high on franchisee satisfaction surveys

Great news to share as we cap off another week here at FirstLight! We’ve been ranked #22 on Franchise Business Review’s list of the Top 50 franchise systems that rank highest in franchisee satisfaction. We are the youngest franchise system EVER to make the Top 50 rankings so this is a huge milestone for the company!

The rankings are based on a survey that asked franchisees questions related to training and support, system communication, franchisor/franchisee relations, financial opportunity, business lifestyle, and overall satisfaction with their business. Ninety-three percent of FirstLight’s franchisees participated in the Franchise Business Review satisfaction survey. The full results are available at www.FranchiseBusinessReview.com.
Our owners have made strong statements with our results in the strength, approach and vibrancy of the FLHC brand as truly the “new leader” in senior care.

According to Franchise Business Review President Michelle Rowan, “FirstLight HomeCare franchisees are more satisfied than many of the franchise operators we survey each year, especially when it comes to franchise leadership.”

Franchise Business Review recently recognized our results with a 2012 Franchisee Satisfaction Award—an annual award given to franchise companies with the highest satisfaction rankings. We are extremely appreciative of all of our extraordinary owners—they are truly the ones that are making a difference!

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Former FirstLight executive opens own location in North Dallas

Our former director of business development and team support, Kevin Stewart, recently retired from his position to open a FirstLight location in Richardson, Tx. Stewart has spent the past two years working with us at the corporate level, helping to build this company from the ground up. A certified franchise executive (CFE) with a career in the franchising industry that spans over 25 years, Stewart is an immeasurable asset to FirstLight and has contributed substantially to the success and growth of the brand and our franchisees. Now that the shoe is on the other foot, Stewart will have the opportunity to put the knowledge and advice he was once offering other franchisees to the test.

After a long career on the corporate end of franchising that required constant travel and long hours away from home, Stewart wanted to settle down and have more time to spend with his family. He first entered the home care industry seven years ago after experiencing first-hand the need for quality caregivers when he and his wife provided care for his own mother throughout her battle with cancer. Having witnessed the FirstLight concept take off and gain momentum over the past two years and recognizing the increasing demand for in-home care, Stewart was confident that he wanted to remain in the industry.

This is a great testament on behalf of the FirstLight brand and although we’ll miss Stewart on the corporate side, we are excited to see his franchise location flourish in North Dallas!

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GO RED for American Heart Month

February is not only the month of love and affection but also American Heart Month with today being National Wear Red Day. The purpose is to create awareness for and fight against heart disease, which is the number one killer of women. Did you know that more women die of heart disease than all forms of cancer combined? As alarming as the statistics and numbers are, it proves that it is essential not only for women but also for men to take proper care of themselves and actively try to live a healthy lifestyle.
The American Heart Association offers great advice on their website on different ways to improve heart health as part of an overall healthy lifestyle. Here are a few notables:

• Nutrition is the number one way to fight against heart disease. Nutrients are vital and a well-balanced diet is the key to getting the proper amounts. Start making small changes in your diet and take steps to learn how to cook healthy recipes at home and make smarter choices when dining out with friends or family. Visit the AHA’s Nutrition Center online to find recipes and advice on smart shopping.

• Physical activity and weight management are also necessary for a healthy heart. Get moving! 30 minutes a day is all it takes to help reduce your risk of heart disease. As hard as it can be to get on the exercise bandwagon, you’ll feel better and your quality of life will improve. Be sure to talk to your doctor before starting any kind of exercise program. There are also plenty of low-impact options like yoga and water aerobics for people who may struggle with mobility issues.

• Quit smoking! This speaks for itself.

• LOL—literally. In many cases, laughter really is the best medicine so remember to do it! Stress management is key to reducing heart disease and healthy habits are another weapon that fights against stress. Stress affects everyone differently but everyone can agree it can be physically and emotionally debilitating. If you can’t laugh away some of your stress, you need to get to the root of the stress and focus on ways to cope with it or eliminate the source of it altogether.

For more information on heart disease and how you can fight the deadly illness or help raise awareness for it, visit

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How far would you go to help someone in need?

A touching story hit the media this week about a 101-year old woman in Detroit who was evicted from her home by a HUD foreclosure in September. Sadly, the elderly woman, Texana Hollis, was left outside in her wheelchair with her few belongings in a trash receptacle. Hollis has since been living with a long-time friend but news of the eviction travelled quickly. Concerned community members have started a fund for her and donations are pouring in. A contracting company is even building a wheelchair ramp for Hollis where she is currently staying.

Unfortunately, Hollis’ scenario happens all too often within the senior community. Some studies have reported that up to 20 percent of seniors live on an average income of $7500 a year and with rising healthcare and long-term care costs, this leaves many elderly in a disadvantageous position.

Mark Onderko, owner of FirstLight HomeCare in Austin, Texas, recently dealt with a similar situation with a senior client who was essentially abandoned by her family after being discharged from a local nursing home. Mark compassionately provided this woman with the help that she desperately needed, free of charge. This exemplifies how FirstLight owners serve and make a difference in their community every day.

It’s reassuring to know that amidst the negative news we are bombarded with every day, there are still people eager to do the right thing and lend a helping hand.

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Do caregivers deserve overtime? We think so.

Many people, including the elderly, caregivers and home care agencies, are wondering how the Dept. of Labor’s proposed changes to the companionship and live-in worker regulations will affect the in-home care industry.

In 1974, these regulations originally created a limited exemption from both minimum wage and overtime pay requirements to domestic service workers (i.e. casual babysitters, home companions, maids/home help). Although the regulations have gone unchanged, the in-home care industry has changed dramatically and grown substantially. Yet, the earnings of in-home care employees remain among the lowest in the service industry—the caregivers that are now employed by in-home care agencies are not the same as what Congress envisioned when it enacted the exemption but nevertheless, agencies continue to take advantage of these exemptions. Here are the proposed changes to the regulations (as stated on the Dept. of Labor website):

- To more clearly define the tasks that may be performed by an exempt companion
- To limit the companionship exemption to companions employed only by the family or household using the services. Third party employers, such as in-home care staffing agencies, could not claim the exemption, even if the employee is jointly employed by the third party and the family or household.

This change in the ruling simply closes an “exemption” on a federal level which was never intended for the home care industry. It’s a positive ruling in the sense it provides for the fair treatment of all overtime worked and paid as a new standard in our industry. It truly legitimizes our industry to insure business practices are standardized across the board for caregivers and all employees who earn hourly compensation. The increasing demand for non-medical care services is being fueled by many demographic, societal, economic and cultural factors and this change in the DOL ruling was expected to occur eventually. It is unfortunate that many of the companies in our industry have chosen to operate using this exemption as a standard practice for many years, but now cry foul as if an entitlement has been taken away.

One belief among those in the home care industry is that this ruling will raise healthcare costs while lowering the quality of care received. For those companies in our industry who do not closely manage caregivers and hours worked, this will create a major challenge to their continued margins and will likely affect their cost structure leading to a potential decline in the quality of care. However, for those who have maintained fair practices of paying overtime from the start, the quality of care should not be affected at all. Pricing for services may be adjusted upward for live-in clients who choose this level of care only, but this is also not a large contingent of clientele. There are service and care options which clients can freely choose that enable care to be maintained without sacrificing quality.

The lobbying and protesting of this ruling of many prominent home care agencies only serves to keep our industry in a small, exemption-driven position when it is truly one of the fastest-growing segments of healthcare, and, serves to divide providing companies in our industry instead of uniting all companies under the proper employment practices to value our caregivers as they deserve.

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Ohio franchisees awarded Best of Home Care

Congratulations to Ohio owners John and Jane Moyer on recently achieving the Best of Home Care award which is distributed by Home Care Pulse, a third party provider of client and caregiver satisfaction services to private duty home care agencies. The award is given to the top performers in client satisfaction and demonstrates FirstLight’s ability to provide quality care. The Moyers are the first franchisees to be awarded. Great work, to both!

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Happy New Year and welcome to 2012!

Happy New Year! It’s amazing that we’re already through the first week of 2012. Good news to share as we kick off the New Year: Tammy Iuso, recent Franchisee of the Year and owner of FirstLight in Orlando has earned Joint Commission Accreditation. This is quite an accomplishment in the home care industry and Orlando is our first location to earn this accreditation.

The Joint Commission is an independent, non-profit organization that accredits and certifies more than 19,000 health care organizations and programs in the United States. This is widely recognized as a symbol of quality that reflects an organization’s commitment to meeting specific performance standards.

Through this long process, the benefits of accreditation include a proven commitment to the highest level of patient care, encouraging patient referrals, nationally acknowledged benchmark of quality, increasing competitive edge, access to organization-specific services, and an enhanced ability to attract and recruit top-quality staff.
Various performance standards are addressed by the Joint Commission, in conjunction with health care experts, providers and researchers. Among the top 2011 standards-based performance areas for home care organizations are things like emergency management, environment of care, leadership, medication management, human resources, life safety, performance improvement and waived testing.

This is a great start to a new year and we’re so proud of Tammy for her accomplishments. Hoping this is a sign of good things to come. Best wishes for 2012!

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New Year shows signs of recovery for franchises

A recent report by IHS Global Insight for the International Franchise Association Educational Foundation predicts modest growth for franchise businesses in 2012, in areas such as number of establishments, employment, output and contributions to U.S. gross domestic product (GDP). This comes after three years of restrained growth due to the recession.

The outlook for growth differs among industries with personal services franchises expected to be a leader at 6.2 percent output growth. Overall, franchise business jobs are projected to grow 2.1 percent, with an increase of 168,000 jobs.

Here at FirstLight, we have a very positive outlook on 2012’s forecast based on 2011 achievements and we’re looking forward to another successful year. Over the past 18 months, we have achieved the following:

- 32 new owners
- Serving or opening soon in 57 markets
- Spanning 17 states
- Serving over 475 families and clients
- Creation of over 520 new jobs
- Fulfilled over 16,000 shifts of care
- Providing over 94,000 hours of care
- Earned client satisfaction ratings (from outside company) at or exceeding Top 100 HomeCare Companies benchmark in the U.S. for our entire network
- Growth increasing now adding 3-4 new markets each month

To review the full IHS Global Insight report, summary factsheet, and the Business Leader Survey click here.

Best wishes for a Happy New Year!

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Family volunteering – the best gift of all

This weekend, many families will have the rare opportunity to gather together to celebrate the holidays and wrap-up another great year. The challenge is finding activities that the whole family can enjoy. While you are looking for ways to spend time together, including activities kids and seniors alike will be able to participate in, consider volunteering a little of your time to a less fortunate family or local community organization.

No matter where you will be spending your holiday, there are many ways to volunteer. What better gift during the holiday season for someone less fortunate then a little of your time and holiday cheer? Here are some ideas that your whole family can participate in:

• Adopt a family. Many individuals are either unable to visit family members or have no one to spend the holidays with. Local churches and schools offer programs that allow families to support these people. Your help could provide them with a meal, gifts or even holiday decorations to brighten their season. Your kids might enjoy picking out gifts for a family with young children while your senior family members might find joy in preparing a meal.

• Collect children’s supplies for local hospitals and children’s centers. This could include school supplies, coloring books, craft ideas or toys. Picking out these items would be fun for the entire family and you know after dropping them off that many children will find joy in even the smallest donation.

• Spread some cheer in your own neighborhood! You never know how many of your closest neighbors may need assistance or even a thoughtful gesture around the holidays. Consider making some holiday cookies for the people on your street or delivering handmade holiday cards.

There are many ways to volunteer with your family this weekend. Whether it is visiting a local shelter or community center and finding out ways to help a neighbor in need, even the smallest donations of time or goods can brighten someone’s day and share the holiday spirit with your family. For more ways to help out in your community this weekend, visit http://www.wahm.com/articles/5-community-service-ideas-for-your-family-during-the-holidays.html.

Happy holidays!

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FirstLight expands in New Jersey

We’re excited to introduce our newest franchisee, Eileen Appelblatt, to the Western Monmouth County communities in New Jersey. Eileen, along with her son Jeff, is looking forward to providing top-notch professional, home care services to local seniors and others in her area. Eileen spent over 30 years working as a client relationship manager at a New York brokerage firm before pursuing the home care industry. With her extensive experience working on a personal level with a variety of clients, we know she’ll excel in her new venture with FirstLight. This is our first location in the state and we’re excited to enter a new market.

To reach out to Eileen, contact her via email at eappelblatt@firstlighthomecare.com or give her a call at 848-863-9236

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