This article is sponsored by Super Nurse Call. In this Voices interview, Senior Housing News sits down with Morgan Morgan, president and founder of nurse call technology provider Super Nurse Call, to learn the company’s approach to customer-centric design for both simple and complex systems that enable care facilities to do more with less. Morgan explains how the company differentiates Super Nurse Call through unrivaled customer service and support, and shares what’s on the horizon for the company, including its new wireless multi-call system.

Senior Housing News: What led you to the senior housing industry and ultimately to founding Super Nurse Call?

Morgan Morgan: At sister company Flair Electronics and at Super Nurse Call (SNC), we love to make new things, provide new solutions and work with our customers to understand what they need to fulfill their mission. We’re big into designing and building new things.

About 15 years ago, one of our Flair integrators who installs our products and other types of alarm systems called us and announced they had won a contract for an Alzheimer’s facility, but they weren’t happy with what was out there. They said, “Can we work together to design something that’s going to fit the customer’s needs perfectly?”

That’s exactly what we did. Over the last 15 years, we’ve supplied hundreds of call systems and call panels to a number of nationwide Alzheimer’s facilities. That’s where we got started. I formed Super Nurse Call to focus on the nurse call market. Flair Electronics offers both facility security and nurse call, so I spun off SNC to focus solely on that market and those customers’ needs.

What career and life experiences do you most draw from as president of the company?

I think the success of a product, a customer relationship and a company boils down to the people involved: customers, vendors and employees. My grandfather was the definition of a people person, always stopping to talk with everyone and handing out clever nicknames to many people whom he liked. Some of my previous bosses were also talented communicators, and I’ve always valued that part of the job.

I work hard on hearing and understanding the needs of our customers, our vendors and our employees. If our teams have all the resources they need to do the job and we nurture a good relationship with our vendors, we can accomplish anything. At Super Nurse Call, we try to treat everybody with respect and we work together to accomplish fun, impactful projects.

Tell us more about Super Nurse Call. What are its product lines, and what makes it different from its competitors?

Super Nurse Call designs, produces and integrates wired and wireless call systems and devices. On the device side, we offer everything from pull cords in bathrooms to pendants and motion sensors. We can either incorporate those products as parts of an existing system, or we can provide a turnkey system in its entirety. We focus on creating products that are simple and user friendly to make the caregivers’ jobs easier. Our call systems communicate the needs of the residents through visual and audible alarms, eliminating the need for caregivers to drop what they’re doing and interface with a computer. Our systems will tell them where the call is coming no matter where they are in the facility.

And while we do have some enhanced notification systems that require the use of the facility Wi-Fi, our base systems are self-contained and independent. They have their own wired or wireless infrastructure that works even if the Wi-Fi goes down. In many cases, even if the power goes out, our systems are independent with a back-up battery that enables continuous operation under any circumstances.

Who installs your products and what does Super Nurse Call do to reduce or eliminate the insulation burden for operators and staff?

We have a nationwide network of installers who have worked with us for many years, so they are familiar with our products. When customers need site surveys, system design, troubleshooting and, of course, installation, we send in our A team. Some of our simple systems are plug-and-play out of the box because we pre-program them at our factory for ready use at smaller facilities.

As far as the installation burden on operators and staff, I don’t think caregivers are the ones who get involved in the installation. There may be some troubleshooting needed by a maintenance or IT employee, but we have a staff of engineers on call to handle any problems. There aren’t typically any operational or warranty issues. If there is any kind of damage, i.e. a lightning strike, a customer will send in a system overnight and we will repair it the next day with about a three-day turnaround, including transportation. We’ve got the staff to support technical questions and repairs.

Oftentimes operators are so busy that they don’t take time to understand or read the instructions. A lot of the questions we get are basic operation questions, and we’ve created some videos to assist operators in understanding how the system works. Many times, it just takes a little bit of time on the phone to answer some simple operational questions. That’s one of the things that sets us apart too: we don’t have big phone menu systems. If you call us, you can get to a person pretty darn easily and have your questions answered.

What is your warranty, and how do you service your products?

Our warranty covers one year of any part or system defects. However, we require that the parts be sent in for evaluation. Many times we will send out new parts to keep a facility running while we’re evaluating what happened because these are critical life safety facilities, so we work very hard to provide them with products that don’t have any issues. But if there is something, we make sure they stay up and running.

What does the rest of 2022 hold for Super Nurse Call and what’s new heading into 2023?

A couple new products are going to be available. We have what we call a “communication module” coming out this year that links multiple annunciators or displays in a facility. You can have one in the nurse station, one in the admin office and maybe one in the lobby. That communication module will also interface with other notification systems like pagers and iPhone apps. That’s pretty exciting.

We’re also coming out with what we call a “multi-call station” device, which will mount to a wall, wheelchair or bed to provide a panic switch, a bed cord jack and a pressure pad or fall pad jack in one product. Sales continue to grow here and we’re bringing on new customers every week. The year is really picking up.

Finish this sentence: “The top strategy a senior housing provider should employ this year to best prepare for next year is…”?

To invest in simple and affordable call systems to reduce the burden on staff and enable them to be more efficient at their jobs. Everyone is being asked to do more with less. Let Super Nurse Call make life easier.

Editor’s note: This interview has been edited for length and clarity.

Super Nurse Call provides simple, intuitive wired and wireless call and wander management

systems for independent and assisted living, Alzheimers and memory care, residential, adult

day care, rehabilitation and temporary hospitals and care facilities. To learn more, visit www.supernursecall.com.

The Voices Series is a sponsored content program featuring leading executives discussing trends, topics and more shaping their industry in a question-and-answer format. For more information on Voices, please contact [email protected].

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