Former Honolulu Attorney Indicted In Alleged $1.5 Million Probate Fraud

By Ian Lind

Robert Earl Chapman, a former managing partner at one of Hawaii’s largest law firms, has been indicted on 22 counts including forgery, theft, and identity theft in connection with an alleged scheme to seize control of more than $1 million from a deceased Honolulu resident’s estate.

Chapman, a graduate of the University of Maryland law school, was licensed to practice law in Hawaii in 1980. He became a named partner in the firm, then known as Stanton, Clay, Tom & Chapman, Attorneys At Law, in 1987, and later served as managing director of the firm, then known as Clay Chapman Iwamura Pulice & Nervell. He resigned from the practice of law in lieu of discipline in 2022.

The grand jury indictment was filed in Honolulu’s First Circuit Court on Friday morning, June 20. It was based on an investigation by the attorney general’s office. The Grand Jury Bench Warrant sets bail at $1 million.

A grand jury indictment is a one-sided process, based only on the prosecutors’ version of events and interpretation of the evidence. It means that the grand jury believed there was enough evidence to bring charges, but is not proof that any crimes have occurred.

Court records do not indicate whether Chapman has retained an attorney, and he has not yet had an opportunity to respond to the charges or enter a plea in the case.

According to the indictment, Chapman allegedly accessed confidential personal information of Robert Boulette without authorization on or about October 19, 2018. Then, “with intent to defraud,” Chapman allegedly created or altered what “purported to be the will and codicil of Robert Boulette” which he then used to take control of the accounts and properties making up Boulette’s estate.

None of the offense were “discovered prior to January 13, 2023, by either an aggrieved party or a person who has a legal duty to represent an aggrieved party,” the indictment states.

Boulette died in Honolulu in November 2016 at age 77. Originally from Portland, Oregon, Boulette served in the Navy and later worked for the Naval Audit Service until his retirement, according to an obituary in the Portland Oregonian newspaper. After retiring in the mid-1990s, Boulette made Honolulu his home, but traveled extensively.

Neither Chapman nor his law firm represented Boulette in any court case prior to his death, court records show. However, Chapman handled many estates and trusts, and was the contact person in numerous probate proceedings, according to a review of published legal notices. The indictment does not indicate where or how Chapman accessed Boulette’s confidential personal information, and whether the information was taken from the firm’s own records.

On October 24, 2018, Chapman filed an application to be named personal representative and to proceed with informal probate of Boulette’s will and a codicil amending the will, court records show. Informal probate usually sidesteps court supervision, which would have been an advantage if the intent was to defraud Boulette’s estate. The indictment alleges either or both of the documents, the will and codicil, were fraudulently created or altered, but does not provide further specifics. Legal notices of Chapman’s application were published in the Honolulu Star-Advertiser on three consecutive Thursdays in November 2018.

The indictment alleges Chapman then used the fraudulent documents to gain control over nearly $1.5 million in accounts and property, including substantial sums Boulette intended to benefit three charities–the Make a Wish Foundation, Elderhostel Inc., and the Portland State University Alumni Association.

The indictment does not identify the specific accounts or properties Chapman is alleged to have improperly controlled, although it reports their respective values.

However, real estate records show that at the time of Boulette’s death in late 2016, he owned a small 1 bedroom-1 bath apartment in the Nuuanu Brookside condominium. On May 29, 2020, two years after Chapman applied to serve as the personal representative of Boulette’s estate, the leasehold apartment was transferred from Boulette’s estate to a new entity, NuBrook LLC.

State business registration records show NuBrook LLC had been registered to do business just three weeks before it took title to Boulette’s interest in the Brookside condominium. Chapman was listed as NuBrook’s sole member and manager, and was registered at the address of Chapman’s law firm. Chapman signed the assignment of lease document as the personal representative of Boulette’s estate, and as manager of NuBrook LLC.

In May 2023, the apartment was sold to a private buyer for $395,000, real estate records show.

This appears to be the transaction corresponds to Count 22 of the indictment, which charges Chapman with first degree theft for allegedly diverting $362,566.13 from Boulette’s estate to his own benefit in 2023. The amount may represent the net selling price of the Nuuanu Brookside apartment after paying fees and costs of the sale.

The charges against Chapman appear to mirror those detailed in the 2022 case brought by the Office of Disciplinary Counsel, which ended Chapman’s legal career. In that case, which did not involve criminal charges, Chapman admitted to the misconduct.

ODC launched its investigation after receiving a complaint alleging Chapman had “wrongfully attempted to lay claim to approximately $2,000,000.00 in abandoned property held by the Hawai’i Department of Budget and Finance….”

The abandoned property belonged to a former client whose company he had represented in the 1980s. He had never met the client, and had not even had any indirect contact with her for three decades. After questions were raised about Chapman’s application to claim the property on behalf of the client, a handwriting analyst retained by the Attorney General’s office determined that a power of attorney Chapman used in an attempt to legitimate his claim was a forgery.

ODC completed its investigation and initiated formal disciplinary proceedings against Chapman in October 2022. A month later, Chapman submitted a legal declaration admitting the allegations were true and offering to resign in lieu of discipline while the charges against him were pending. ODC then filed a petition in open court asking the Hawaii Supreme Court to approve Chapman’s request, which made public its previously confidential 37-page petition for discipline spelling out the allegations and evidence.

The Supreme Court agreed, finding Chapman’s misconduct had entailed “egregious violations” of the court’s Rules of Professional Conduct. No criminal charges were filed in that case.

Two subsequent lawsuits were later filed against Chapman and his former firm by former clients alleging legal malpractice, breach of contract, and other offenses. Both ended with confidential settlements. 

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Former Honolulu Attorney Indicted In Alleged $1.5 Million Probate Fraud 

Second suspect charged with financial exploitation of elderly Marshalltown residents

About a week after the T-R first reported that a Davenport man had been charged with financial exploitation of an older individual after allegedly helping to spend over $500,000 worth of funds that belonged to a pair of Marshalltown residents over the age of 80, his younger brother has been charged with the same crime in connection to the investigation. 

According to court records, Joel Vaughn Thompson, 50, of Coffeyville, Kan. turned himself in to local authorities on June 20 and was booked at the Marshall County Jail. The criminal complaint against Joel Thompson alleges that the exploitation occurred between February of 2023 and October of 2024, and the connection between Joel and Jeremy Thompson and the alleged victims has not yet been made public. According to a release from the Marshalltown Police Department (MPD), a “lengthy” investigation that included two financial audits began on Nov. 7, 2024 as the result of a complaint made by the Iowa Department of Health and Human Services (DHHS) about a possible financial exploitation of a dependent adult.

Joel Thompson’s bond is currently set at $50,000 cash, and a preliminary hearing is scheduled for June 30 at 2:30 p.m. 

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Second suspect charged with financial exploitation of elderly Marshalltown residents 

Judge Blocks Nursing Home Staffing Rules For Registered Nurses, Hours Of Direct Care For Residents

Iowa (RI) — A federal judge in Iowa has blocked a rule that would have forced nursing homes to have a registered nurse on site 24 hours a day. Brent Willett is president and CEO of the Iowa Health Care Association, the trade group for Iowa nursing homes.

The rule, advanced during the Biden Administration, also would have required that each nursing home resident get over three-and-a-half hours of direct care from certified nursing assistants each day. Willett says between 90 and 95 percent of Iowa nursing homes would not have met either of those staffing mandates.

Under current federal law, nursing homes must have a registered nurse on duty for eight straight hours.

Iowa and 19 states sued to block the new round-the-clock standard for RNs, as well as the mandated daily hours of direct care for nursing home residents. Iowa Attorney General Brenna Bird says the regulations would have forced many nursing homes to close, and the ruling protects access to long-term care, particularly in rural Iowa.

KIWA Staff Photo 

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Judge Blocks Nursing Home Staffing Rules For Registered Nurses, Hours Of Direct Care For Residents 

More than 41,000 retirement-age Americans died of falls in 2023. Here are tips to help prevent it.

By Sara Moniuszko 

More older adults in the United States are dying from unintentional falls, according to new data from the Centers for Disease Control and Prevention.

In the CDC's National Center for Health Statistics data brief out Wednesday, researchers found the death rate for falls in adults 65 and older increased with increasing age for both men and women. From 2003 to 2023, the rate increased more than 70% for adults ages 65 to 74, and more than 75% for those aged 75 to 84. It more than doubled for seniors 85 and older.

In 2023 alone, more than 41,000 retirement-age Americans died of falls — with more than half of those deaths among people 85 and older.

"Falls continue to be a public health problem worth paying attention to," Geoffrey Hoffman, a University of Michigan researcher who was not involved in the new report, told The Associated Press. "It's curious that these rates keep rising."

The data brief did not explore reasons behind the increase, but experts say there are ways to better prevent falls as you age. 

How to help prevent falls

Multiple health organizations, including the National Institute on Aging and the Mayo Clinic, say there are strategies to help prevent falls. 

• Stay physically active: As we age, our muscles lose mass and strength, which can contribute to falls. To counteract this, improving strength, balance, coordination and flexibility can reduce your risk.
• Review your home: Fall-proofing your home by removing unnecessary hazards — like electrical cords in walkways or loose rugs — and adding in helpful tools — like nonslip mats in showers and ample lighting — is another way to make your home safer.
• Use an assistive device: "Using canes and walkers correctly can help prevent falls. If your doctor tells you to use a cane or walker, make sure it's the right size for you," the National Institute on Aging suggests. Other devices like raised toilet seats, handrails or grab bars are other options to consider, the Mayo Clinic adds.
• Wear sensible shoes: Floppy slippers and shoes with slick soles can make you slip and fall, so opt for "properly fitting, sturdy, flat shoes with nonskid soles," the Mayo Clinic suggests.
• Don't ignore your health: Changes in sight and hearing are linked to an increased risk for falls, so it's important to get tested and wear aids as needed. Certain medications can also make you dizzy or sleepy, so be mindful and talk to your healthcare provider if you have questions or concerns. 

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More than 41,000 retirement-age Americans died of falls in 2023. Here are tips to help prevent it. 

Man builds himself ‘mansion’ with millions he stole from victim, AL officials say

By Natalie Demaree 

An Alabama man was convicted of stealing millions from an older adult and using the money to “fund an extravagant lifestyle,” officials said. Getty Images/iStockPhoto

An Alabama man was found guilty of stealing $8.4 million from an older adult over two years through a Ponzi scheme, officials said. 

James “Jimmy” Bulger, 60, was convicted of first-degree theft by deception, aggravated theft by deception and first-degree financial exploitation of the elderly, Alabama Attorney General Steve Marshall said in a June 20 news release.

“This wasn’t a lapse in judgment, it was a calculated, predatory scheme that stole nearly $9 million from an elderly man who trusted him,” Marshall said in the release. 

Bulger convinced the man he had profits to reinvest, but really Bulger was stealing that money to “fund an extravagant lifestyle” for himself, according to officials. 

He bought luxury cars, designer goods and built an 8,000-square-foot “mansion,” officials said. 

Then, after he was indicted, he tried to pay the victim $1 million to drop the charges, officials said. 

Bulger is being held on a $1.5 million bond at the Montgomery County jail, according to records. 

He is set to be sentenced July 21, AL.com reported.

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Man builds himself ‘mansion’ with millions he stole from victim, AL officials say

Beneficiaries charged with taking over $137k from York County man: affidavit

by Sarah Burns 

YORK COUNTY, Pa. (WHP) — A couple is facing charges after reportedly stealing tens of thousands of dollars from an older man in York County.

According to an affidavit, a worker with the York County Area Agency on Aging reported that one of their clients, an older man, had be late to his payment at a residential care facility.

After an audit was performed on the man's account, the agency reportedly found debits to the account that had gone to someone else.

Officials were able to identify David and Holly Schaffer, who had allegedly been acting as beneficiaries for the man since 2021.

In late December 2024, according to an affidavit, it was found that $70,349 went to David, and $67,285 went to Holly, none of which benefitted the older man, as it was supposed to.

Both David and Holly have been charged with theft and financial exploitation of an older adult. 

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Beneficiaries charged with taking over $137k from York County man: affidavit 

Texas is illegally keeping people with disabilities in nursing homes, federal judge rules

By Stephen Simpson 

Texas has been violating federal law for decades by sequestering individuals with severe disabilities in poorly run nursing homes without offering them alternative living options and services in the community, a federal judge has ruled.

U.S. District Court Judge Orlando Garcia from the Western District Court of Texas ruled on Tuesday that the state has caused irreparable injury to people with intellectual and developmental disabilities by denying them specialized services, including federally-required services within the community.

“Although community programs are the most integrated setting appropriate to meet their needs, they remain unnecessarily institutionalized in nursing facilities, or at serious risk of such institutionalization. They are harmed by such institutionalization and deprived of living in a community setting and participating in integrated community programs,” Garcia said in his 475-page ruling.

The decision stems from a class action lawsuit, filed in 2010 by disability rights advocates and six institutionalized plaintiffs between the ages of 26 and 46, that alleges that state social services officials have violated the Americans with Disabilities Act by failing to provide appropriate treatment to some 4,500 Texans living in nursing homes.

Advocates say the state has consistently sent individuals who were receiving care for their disabilities at home or in the community to nursing homes by mistake after being hospitalized for an illness. Once there, they don’t receive the services they need because they haven’t been adequately screened, and they are effectively trapped, since many can’t argue for their transfer.

Garth Corbett, senior attorney for Disability Rights Texas, praised the court decision, noting it entrenches the rights of individuals to leave a nursing facility and transition to the community.

“It underscores the right of persons admitted to nursing facilities with IDD to be provided the necessary supports and services required by federal Medicaid law, so that those who want to live at home or in another community-based setting are able to do so safely,” he said.

The state coordinates services for the severely disabled through Medicaid waiver programs. Funded by the state and federally, the programs help pay for various services, including residential support, skill development, job coaching, home modifications and specialized therapies.

Most individuals with intellectual or developmental disabilities are placed on a waitlist for one of these Medicaid waiver programs at an early age. By the time they become adults, the state funds most of their care, making them reliant on the decisions made by state agencies.

Jennifer Ruffcorn, a spokesperson for Texas Health and Human Services Commission, said in an email this week that the agency is reviewing the judge’s decision.

In 1987, the U.S. Congress passed the Nursing Home Reform Act after a study found that many nursing home residents were not receiving adequate care and that neglect and abuse were common. This also mandates nursing homes to screen all applicants for evidence of severe mental illness and IDD before admitting them. The goal was to ensure individuals with severe disabilities were not inappropriately placed in nursing homes, which degraded their overall health more quickly than if they received services in the community, according to the study.

Garcia stated in his opinion that the state’s failure to provide these services constitutes a longstanding violation of several federal laws, including the Nursing Home Reform Act, the Americans with Disabilities Act, and the Medicaid Act.

The opinion included a multitude of stories about individuals with severe disabilities. Reports of broken wheelchairs, individuals trapped in facilities unable to see their families, and families who were advocating for more services for their loved ones but were ignored were all examples Garcia listed as ways Texas was violating federal law.

“Even if the State has made some changes since the trial of this case, past conduct has shown a likelihood of future repetition,” he said.

Steven Schwartz, special counsel from the Center for Public Representation, who represented the plaintiffs in this case, lauded the ruling as the most comprehensive and poignant opinion he has seen in his 50 years of practicing law.

“The opinion is sweeping in its scope and breathtaking in its impact for people with IDD,” said Schwartz. “He has made it clear that the rights Congress established through the Medicaid Act and the Nursing Home Reform Act are critically important rights, and Texas has systematically violated those rights.”

The state had previously reached an interim agreement with the plaintiffs in 2013 where they committed to expanding community living options for people with intellectual disabilities; to avoiding admitting individuals with severe disabilities to a nursing facility if those people can safely live in the community instead; and to devising educational activities to address community living options for affected individuals and their families.

However, when Gov. Greg Abbott took office in 2014, the state refused to sign the final settlement agreement, prompting the lawsuit that has been ongoing for the past decade.

“It would have clearly been a better resolution for everyone. It would have been more timely, safer, less expensive, and would not have required a federal judge to issue all these orders; instead, it could have been done by agreement,” Schwartz said.

Schwartz said the decision by the judge didn’t come with immediate requirements., Both the state and the plaintiffs must submit their proposals for changes by August 1. He said after that, he will impose requirements on the state.

“Texas knows how to serve people in the community with significant needs. Programs are in place that are effective, cost-effective, and clinically effective, serving the most challenged individuals,” Schwartz said. “Obviously, they don’t have enough, but this isn’t a new science or changing the fundamental way Texas operates; it just has to expand to do it.”

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Texas is illegally keeping people with disabilities in nursing homes, federal judge rules

AI-Powered Monitoring Gains Traction in Nursing Homes Amid Staffing Shortages and Higher Acuity

by Amy Stulick

Nursing homes are implementing clinical tech, especially AI, to support staffing.The trend could signal a broader shift as nursing homes pursue tech-enabled care coordination to remain competitive and meet increasing acuity demands.

Operators see the practice as a way to strengthen partnerships, especially with hospitals, in turn aiding in referrals. But, tight margins tied to subpar Medicaid and managed care reimbursement add financial barriers to unlocking cutting-edge tech systems that can help nursing homes level up.

All the while, more higher acuity patients are moving into nursing homes.

“If the technology is not affordable, I think the nursing homes are going to lag behind,” Matt Nieukirk, director of operations for SNF practice and home health at OSF Healthcare, told Skilled Nursing News. “The care that we give to these patients will continue to evolve, and the nursing homes are going to need to look for that extra technology, or that extra push that’s going to get them to the next level.”

OSF is an Illinois-based health care system with a network of 17 hospitals, partnering with nursing homes for operations rather than owning them outright.

But, the use of AI and other technologies should be done with purpose and strategy, said Aimee Middleton, COO for the South Dakota-based Evangelical Lutheran Good Samaritan Society. Notably, without replacing caregivers. If anything, staff roles should evolve with the use of technology, she said.

“I don’t think we have an option to not look at technology being part of our future,” said Middleton. “What are our residents looking for, and how can we get those frontline caregivers back to the actual caregiving?”

Construction with tech in mind, and rethinking staff roles

Good Samaritan this year has automated its revenue cycle task to save staff significant hours. The operator also is baking in another tech initiative – robot vacuuming and food service – at a new campus construction project in Sioux Falls, South Dakota.

“Our existing campuses will benefit from this as well – we’re going to trial some of these technologies in some of our existing campuses,” said Middleton. Housekeepers could socialize with residents more, and dietary aides can work on making sure all residents have warm food at the same time when they sit down for a meal.

In terms of revenue cycle automation, the organization can tweak certain positions to focus more on bedside care, positively impacting the quality of care, she said.

“I know it doesn’t sound very exciting, but we have five employees spending about 80 to 100 hours every single month, closing out our locations. Well, we automated that system,” said Middleton.

Virtual nurse wraparound services for night shifts have also been considered by Good Samaritan, she said. Right now, if a nurse has a question at 3 a.m., she has to call the director of nursing.

“Imagine a world where the DON doesn’t get the call. There’s a world where a virtual care RN answers the question, and the team member on the front line gets the support that they need,” said Middleton. “My DON’s job satisfaction goes up. Her work-life balance is better. That’s the world we’re dreaming of right now, and really trying to make sure that we have the network in place to be able to do it, and that we could carry this to many locations.”

Catching up with hospital tech advancements

AI is a critical step in bridging the tech gap between hospitals and nursing homes, Nieukirk said. A lot of nursing home operators lack real-time patient monitoring systems, a common pattern among acute care providers.

Such tech adoption is seen as a way to strengthen hospital-nursing home partnerships and in turn referrals. But, cost remains a major barrier to a broader rollout across the nursing home industry, he said, especially considering tight Medicaid margins across the country.

“Nursing homes for the past 25 years have been relying on human interactions. They don’t have the monitoring systems like the hospitals do. This is a great first line for nursing homes to start rolling into new technology and having AI involved,” said Nieukirk. “It puts the hospital’s mind at ease too, knowing that these facilities do have an extra layer of monitoring.”

OSF HealthCare has partnered with AI company Somato to pilot predictive monitoring technology in 25 nursing homes across Illinois, Nieukirk said, with plans to further expand the program. The tech works to improve early detection of clinical deterioration by using AI to scan electronic medical records, and flagging “out-of-range” vitals and pattern deviations.

The tech flags subtle signs of infection along with gradual temperature increases and elevated heart rates, he added. Somato case managers review alerts before notifying staff at the nursing home. The tech acts as a second pair of eyes on patients in an attempt to reduce hospital transfers.

“What we have found is, a lot of times people that are turning septic, or they’re starting to get an infection, it doesn’t start overnight,” said Nieukirk. “[Somato’s case managers are] looking back and they’re alerting the nursing homes, and the nursing homes are taking action, whether they’re calling the physician, getting an antibiotic started, maybe getting some labs done.”

The biggest goal is to keep the patient in bed, and not have an emergency transfer to the hospital.

“We’re actually catching patients prior to them, you know, turning septic, or needing to go back into the hospital,” said Nieukirk. “It’s like you have an extra nurse sitting at your nurse’s desk and doing nothing but monitoring for you.”

Nursing homes are coming around to AI

OSF Healthcare launched the initiative in October 2023, and it took eight to nine months to get nursing home operators on board. That means the program has only been in facilities for about seven months. It’s part of a larger trend to incorporate clinical AI into post-acute care settings, Nieukirk said, especially as staffing shortages continue to challenge operations.

OSF’s nursing home partners Allure Group and Arcadia Care have implemented the technology, and initial results show a “positive impact,” Nieukirk said. Data is still rolling in and will inform any sort of refining as expansion occurs.

“I’m introducing it to administrators all the time. When you have 100 to 150 facilities using it and you’re collecting data, it’s that much easier to prove how the technology works and how the systems can help the facilities,” said Nieukirk.

Actionable alerts are limited to 15-20 per facility per month, enhancing care without overwhelming staff, Nieukirk noted. Somato filters through quite a lot of notifications, receiving between 12 and 1,500 per month for all participating facilities. 

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AI-Powered Monitoring Gains Traction in Nursing Homes Amid Staffing Shortages and Higher Acuity 

Tech plus touch is goal for senior living industry

Artificial intelligence has the potential to transform the senior living industry. From helping to drive resident satisfaction and supporting staff member retention to enhancing efficiency and streamlining processes, industry experts are optimistic about how AI can help support their operations.

At the same time, senior living leaders are mindful of the importance of human interaction in the industry and the need to maintain the right balance of what Alex Prough, chief commercial officer at Medical Guardian, called “tech plus touch.”

In a private roundtable discussion, “Exploring AI-Driven SaaS in Senior Living Operations,” sponsored by Medical Guardian, leaders from the company came together with senior living and care industry professionals to gain insights into how AI can best be used in the industry’s daily operations.  

When asked to pinpoint their most pressing operational challenges, panelists overwhelmingly cited staffing and regulatory issues. “It’s all about staff,” said Chris Winkle, a consultant and former CEO of Sunrise Senior Living. He said he believes “there’s a lot of opportunity for tech and automation to ease that labor pressure.”

“There’s not enough staff in the industry to fill positions,” agreed Mark Mitchener, corporate vice president for Greystone Communities. He added that, too often, staff members abandon jobs in the senior living industry to pursue higher-paying jobs elsewhere, with caregivers going to agencies. In states with a high minimum wage, operators find themselves competing with fast food or retail employers, and even Amazon, for employees.

Regulatory compliance issues also loom large for operators. “In some states, [senior living communities] are treated like nursing facilities when it comes to staffing ratio,” said Heather Tussing, president of The Aspenwood Company.

Valuable tool for reducing workload

From a regulatory compliance standpoint, it’s a moving target in certain states,  according toDivinia Nunez, director of operations for Sinceri Senior Living.

“All the regulatory demands are difficult for administrators,” noted Carrie Lund, vice president of operations at Principle LTC. “That’s probably one of the biggest challenges.”

The paperwork associated with meeting regulations also is a huge burden for staff members, and the panelists acknowledged that they are desperate to find ways to streamline their workflows. “Electronic records were supposed to make our job easier,” observed Mitchener. “The key is to use AI to take some of the paperwork load off caregivers and nurses and allow them to be on the floor with the residents.”

April Young, chief operating officer at Sinceri Senior Living, bemoaned “too many software platforms for employees to get lost in” at the expense of “customer service and engaging with residents and families.”

As with many other senior living companies that are beginning to explore ways that AI can assist in care and service delivery, resident engagement, documentation and compliance, Young said that Sinceri Senior Living is experimenting with AI to “determine how we could be more efficient and run more smoothly.”

Varied applications for AI

“I’ve seen applications from the marketing side to the procurement side to the capital side,” Winkle said. He described an AI tool that links procurement to the menu to lock in food cost.

Jenni Bost, vice president of marketing for Radiant Senior Living, described how her company has been more successful gathering survey information using an AI-driven chatbot than when using a live person. “We use it in our sales, marketing and with our [customer relationship management platform]. I use it for distilling survey information, and we’re able to do that faster than before,” she said.

Michener noted that his company is using AI to distill tome-like referrals down to two pages so staff members can more easily digest information and make decisions quickly. 

The panelists agreed that AI has the potential to enhance rather than detract from the level of human touch that residents receive. For example, AI can help ensure that the needs of all residents are being met. Winkle noted that AI can be applied to electronic health records data to determine which care plan residents should be on and whether their actual care reflects that assessment.

“Typically, the sickest people need the most attention, but we want to make sure that people that are less sick don’t get neglected,” observed Jim Reilly, senior director of MGLiving for Medical Guardian. 

AI also can be used to boost customer satisfaction. Howard Teicher, senior vice president for MGLiving and channel partners for Medical Guardian, explained that the company has created a wellness check-in campaign through which residents rate how they feel physically and emotionally. If a resident says he or she isn’t feeling well, then staff members receive a prompt to call the resident’s caregiver to suggest a check-in. 

“AI can give you visibility. You can make that outreach greater,” explained Terri Williams, senior director of healthcare marketing for Medical Guardian.

Tussing said that The Aspenwood Company has uploaded information on individual residents’ specific interests and is using AI to create unique experiences for residents, such as “one-on-one experiences or LinkedIn Learning courses.”

Enhancing outreach is an ongoing focus for Medical Guardian, company representatives said, adding that the firm is working to create an outreach coordinator program for its clients that can supply Silver Sneakers-approved providers to run activities.

Powerful tool to enhance care 

AI also can provide valuable insights into fall risk assessment, according to panelists.

“We’re seeing real promise in leveraging AI to work upstream to help prevent falls,” Prough said. “We are now doing dynamic fall risk scoring and starting to move the needle on emergency department utilization and other things for some of the communities we help support. We feel like there’s a lot of promise there.”

“There’s also an opportunity on the independent living side for a bot to answer a lot of the questions that nurses or staff members field, so that they can spend more time with residents,” Michener said.

Giving staff members the right tools can enhance job performance and job satisfaction, panelists said. 

“If staff members have something to help guide them through issues and give them the right answers, we’re better operators and have less liability risk,” Reilly said. That automation is especially helpful at helping keep those employees with the least experience from feeling overburdened, he added.

The panelists agreed that AI can be a huge benefit to lessening the workload of an overburdened workforce plagued by high burnout and turnover rates.

“It certainly helped with my staff burnout,” Bost said. “I could do much more than I could ever do before.”

“There is more we can do to prevent that burnout with our teams by utilizing AI,” Michener said. “We’re just scratching the surface at our organization.”

The increased use of AI also will require additional staff training, so the panelists stressed the importance of communicating to staff members that the training will make their jobs easier in the long run.

Michener concluded that “AI is coming, whether we like it or not.”

“We need to learn how to use it in our industry to have the best impact on our residents’ and staffs’ lives,” he said. “We do need to put the brakes on a bit to make sure our systems are all in place.”

To get the greatest value from AI, the panelists said that data need to be integrated, and they stressed the importance of sharing data across platforms.

“There are even more opportunities to create a centralized hub of data to support residents in a more meaningful way,” Prough said.

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Tech plus touch is goal for senior living industry