4/23/2013

1

In Long Term Care

4/23/2013

2

Promote a family culture

Empower your residents

Appreciate the power of “YES”

Don’t ever make promises you can’t keep

Don’t let your responsibilities end at the dining room entrance

Cross department communication is the key

Treat everyone with dignity and respect

Identify and anticipate needs

Know how to apologize

Treat your employees well

4/23/2013

3

THE GOLDEN RULE

Greet residents by name and engage in conversation

Treating everyone with a warm and sincere welcome.

Take the time to listen, read body language

Be considerate

4/23/2013

4

Become part of your residents lives

Engage in their memories

Share your special family moments

Give them a voice

◦ Menu development◦ Alternate choices◦ When to dine◦ Liberalized diets – New CMS guidelines◦ Other decisions that affect their dining

experience

4/23/2013

5

Three types of needs

◦ Expected needs

◦ Expressed needs

◦ Unexpressed needs

Our job is to be able to say “yes” to our customers. We need to be creative and able to find ways to serve our customers even under difficult circumstances. For as long as our choices are “safe”, “legal” and “ethical”, we should find a way to say “yes” to every opportunity to serve our customer

4/23/2013

6

“It’s not my job”

Collaborative work effort

4/23/2013

7

Able to provide insight in to the resident

Whole-person wellness

Break down service barriers

Achieve teamwork

Withdrawals

4/23/2013

8

Validate their concern

Make it personal

Be sincere

Follow-up

On-going training- HATS & ACTS

HERO awards

WITY

“Thank-you”

Empower your staff

4/23/2013

9

SegmentMaking Fresh Mozzarella & Watermelon Spritzer

Allows for creative cuisine

Bring a new dining experience to your residents

Educational

Break in daily routine

Family involvement

Improves morale

Gets residents involved

4/23/2013

10

4/23/2013

11

Offsets costs

Promotes your community

Friend and family involvement

Boosts morale

4/23/2013

12