A care organization built on “Serve. Care. Heal.”
Avante operates skilled nursing and rehabilitation communities across Florida, including Avante at Inverness and the recently expanded memory care community at Avante at Ormond Beach. Like most long-term and post-acute providers, Avante manages a steady flow of family members, physicians, vendors, and prospective residents through its front doors every day.
That foot traffic is more than a logistics problem. In senior care, the front desk is where families form first impressions, where provider time gets recorded for federal reporting, and where small service moments quietly add up to surveys, reviews, and survey-readiness. Avante wanted that touchpoint to work for them, not against them.
Paper logs gave Avante records, but no real insight
Before ArrivSure, the building had a sign-in sheet and a lot of manual work behind it. Four problems kept surfacing.
No live picture of the building
Staff could not quickly answer who is here right now, who they are visiting, or how long they have stayed — which matters for safety, customer service, and emergencies.
Provider hours tallied by hand
Physician and provider time for Payroll-Based Journal (PBJ) reporting was added up from paper at month end — a task that could take hours or most of a day.
Happy families were invisible online
Families were overwhelmingly satisfied, yet that goodwill rarely reached Google, leaving the public rating well below the experience Avante was actually delivering.
Feedback arrived too late
A concern from a family visit might only surface weeks later — sometimes as a public complaint or a finding during a CMS, AHCA, or Joint Commission review — instead of being fixed the same day.
One platform across the whole visit, from arrival to follow-up
Avante deployed ArrivSure at the reception desk and connected the modules that mattered most for a care setting. Every visit now flows through a single system instead of a clipboard.
See the building in real time
A live view of everyone currently checked in, who they are visiting or why they are there, and how long they have been on-site — with one-click check-out, badges, and an emergency evacuation list.
Faster arrivals, recognized faces
Self-service check-in with recurring visitor recognition. Frequent family members and providers sign in by QR code, phone, or email instead of rewriting their details on every visit.
Surveys, alerts, and reviews
A check-out survey, real-time alerts when a rating comes in low, and an automated prompt that points satisfied families toward public review sites like Google.
Open houses without the chaos
Invitations, RSVPs, digital tickets, and QR check-in for community events — used to launch the new memory care unit at Avante at Ormond Beach.
Provider hour tracking for PBJ runs underneath all of it. When a physician or provider checks in to see a patient, ArrivSure logs their time. If they forget to check out, the system sends a text or email so they can confirm and sign out themselves — validating the hours that get reported.
A clear answer to “who is in our building?”
In a single 30-day window, Avante at Inverness tracked 737 visitors — up 17% on the prior period — with 96% recognized as recurring visitors. The dashboard breaks every arrival down by purpose, so leadership can see exactly what the building is being used for.
Nearly three quarters of all traffic is family visiting residents. That single number reframed the team’s priorities: because family contact dominates the building, customer service became the clear place to invest — and the data backs up every staffing and policy decision.
Provider hours for PBJ, from a day of math to a few minutes
Roughly 10% of traffic is medical consultation — the physician and provider visits whose time must be reported under Payroll-Based Journal rules. ArrivSure logs each provider’s time on check-in; if a provider leaves without checking out, the system texts or emails them to sign out remotely and confirm their hours. At month end, instead of adding up paper sheets by hand, the team opens the platform and accumulates the total in minutes — a workday’s administrative burden turned into a quick, defensible export.
Closing the gap between private satisfaction and public perception
Avante’s families are happy. ArrivSure’s check-out survey is running 4.9 out of 5 with 100% positive responses. Yet the public Google rating sat lower — a common disconnect: delighted families rarely think to post online, while the occasional frustrated one does.
ArrivSure attacks the gap from both sides. Satisfied families leaving a high survey score are automatically prompted toward Google, steadily feeding the public profile with reviews that reflect reality — so public reputation climbs toward the experience Avante already delivers, instead of lagging years behind it.
Catching issues the same day, before they become findings
The check-out survey asks families the questions that matter in care: were you greeted and welcomed, was your loved one treated well, did the clinical team keep you informed, was the facility clean. Each response produces a one-to-five star score and open comments.
When a visit scores three stars or lower, ArrivSure fires an immediate email and text alert so the team can address the concern that same day — rarely later than the next. That live feedback loop has strengthened customer service, clinical communication, and facility management across the organization, and it helps surface problems internally before they ever show up in a CMS, AHCA, or Joint Commission review.
Before and after ArrivSure
| Area | Before | With ArrivSure |
|---|---|---|
| Visitor visibility | Paper sign-in, no live view | Real-time dashboard of who is here, why, and for how long |
| Recurring visitors | Re-entered details every visit | 96% recognized; QR, phone, or email check-in |
| Provider / PBJ hours | Manual tally, up to a full day | Auto-logged, confirmed by the provider, totaled in minutes |
| Family feedback | Surfaced late, sometimes publicly | Same-day alerts on any visit rated 3 stars or below |
| Public reputation | Google rating well below reality | 4.9 internal score feeding a growing review profile |
| Events | Manual invites and sign-in | RSVP, digital tickets, and QR check-in (Ormond Beach launch) |