St. John’s Embraces Quality Care
St. John’s Home Director of Quality and Clinical Reimbursement Pamela Hennigan says that the moment she set foot into St. John’s in April, she felt a “sense of warmth,” which makes her “impassioned” in her role. 
“I started my career out in therapy,” Hennigan continues, “I was always asking ‘why,’ in terms of reimbursement and goals.”
She says that she took it upon herself to get those answers. In that journey, she found a love of “making sure people have quality care and those giving the care are properly reimbursed.”
Hennigan works closely with the nursing team and Dan Morphet, Vice President of Skilled Services, who brought her in earlier this year to assess St. John’s quality measures and goals. “The world of reimbursement and quality is like being a detective,” she says. “You might see an issue, but you have to dig to find the cause to then know how to properly report it and move forward. I have traveled the country for years, and I bring the best practices of what works, and now we can pull from that library.”
Hennigan says that she brings a strong focus on education to her role. “I believe knowledge is power.”
“To serve the resident population, it is about education and mentoring.”
“It is not about a slap on the wrist or throwing on a Band-Aid fix,” she continues, “it is about finding the root of the issue and making it an educational opportunity.”
She says that empowering and educating all of the St. John’s staff has been critical in the rating process or as she likes to call it, “our report card.”
“The report card goes out to the world and dictates the revenue,” Hennigan notes. “I see things moving in the right direction, and how hard everyone has worked to get the better report card that St. John’s deserves.” Hennigan says that quality care comes from all departments, not just nursing. She says that every employee has the responsibility to ensure residents are provided good care. “If you see something, say something, even if you work in laundry or the activities departments.”
“It takes a village.”
From our skilled nursing teams to our therapy professionals, dining services, environmental services, and administrative staff, every department plays a vital role. We ensure the highest standards of safety, care, and resident satisfaction. Quality at St. John’s is not just measured in compliance scores or inspection results. It is seen every day in the personalized attention, warm interactions, and innovative practices that define our approach to person-centered care.
Each October, National Healthcare Quality Week presents an important opportunity. We acknowledge the dedicated professionals nationwide who are dedicated to enhancing healthcare outcomes and experiences for those they serve. At St. John’s, quality is more than a metric or rating. It is a reflection of our mission to help every older adult embrace living through meaningful connections, compassionate care, and a holistic approach to quality.
As we celebrate this week, we also reaffirm our commitment to advancing healthcare quality through innovation and a long tradition of leadership in elder care excellence.