In this episode of Hearts of Excellence, we are joined by Gregg Fuller, Senior Executive Director at Majestic Care. With over two decades of experience, Gregg reflects on his journey from being a CNA to achieving multiple deficiency-free surveys across challenging long-term care settings.

They discuss the mindset it takes to lead with both empathy and structure, the importance of understanding every Resident’s story, and why excellence in care starts with consistency every single day. Gregg also opens up about the emotional impact of working with behavioral health Residents and how fostering strong team relationships has transformed care environments.

This is a conversation about heart, leadership, and what it means to truly show up for your Residents and your team.

In this episode, you’ll hear:

• Creating consistency to achieve deficiency-free status
• A fresh perspective on “behaviors” in behavioral health
• How AI can support, not replace, relationship-based care

Highlights:

(00:00) Introduction

(01:14) Celebrating two consecutive deficiency-free surveys

(03:31) From CNA at Purdue to Executive Director

(07:50) The power of compassion in behavioral health

(10:49) Mental rehab, not just medical rehab

(13:10) Building trust and structure for Residents to thrive

(16:15) A leadership lesson from a young Resident

(17:31) Using AI to focus on what matters most

(23:51) How to maintain a deficiency-free culture

(29:10) Learning from failure and blending cultures

(34:01) A Care Team member’s journey from housing insecurity to success

(41:56) Advice for new leaders in long-term care

(42:28) Gregg’s definition of excellence