“How To Deliver What
We Promise”
By Wendy Simons
Assisted living facilities are continuing to grow and expand in our
community as they meet the ever increasing demand for senior care. This
begs additional attention to truly deliver what their brochures and
marketing teams promise to the senior and their family members. The
key to cultivating satisfied consumers is very simple, a formula for
family and resident relationship building.
Communication and
relationship building consists of four parts: Continual advisement,
free-flowing exchange of information and input, marketing the existing
families and residents, and a transition team or plan.
Continual
Advisement:
When a resident
moves in to a facility, it is important that the family receives a daily
progress report on how resident is adjusting to the new surroundings
during the first week. A mistake that is often made is the failure to
brief the family on the “adjustment period” when a person is admitted
to the facility.
It is imperative
that a designated management member inform the families of all changes
of condition of the resident as soon as they occur. So frequently I
hear the complaint that the facility did not notify the family of a
fall, illness or other condition outside of the norm for a resident, for
several days. Facilities seem to do a good job about documenting changes
in condition, they just fail to notify the family of those observations.
When a facility
arranges for a medical appointment and attends the resident to the
appointment, the family member must be advised of the results of that
appointment. Medication orders or changes, diagnostic tests ordered by
the physician and other such items must be included in that notification
process. This would also include the occasions where physicians conduct
a visit to the resident at the facility.
Free-flowing
Information Exchange:
The most
important contribution to adjusting in the facility is learning the
background of the person. A summary of the life history is a vital bit
of information the family or resident can provide. All direct service
staff must know the story of the persons’ life.
Too often we care
for the person we see and forget that individual had a remarkable life,
full of experiences that will affect how he/she is aging.
Allow for staff to
communicate with family members and family members to communicate with
staff as well as management. Team building extends beyond the business,
and family is a critical component to the team.
Develop a
“Transition Team”:
Moving in or
moving out of a facility are the most stressful of times for a resident
and the family.. Both require a significant adjustment period and a
tremendous amount of preparation.
The move-in team
needs to assure there is an orientation period and that all staff are
working toward a successful adjustment. Baseline health care
information is needed, lifestyle preferences are acknowledged, priority
family contact names and numbers are prepared, and a peer group welcome
committee are in place to support the new resident.
When there is a
need for a resident to move out, it is imperative that there are no
abrupt discharges. Staff and management must guide the family and the
resident through each step of the process and “hand hold” through each
step. Facilities have the responsibility of never alienating the family
who needs to relocate and in fact, should help the family find the best
place for the resident to transition to.
Market Existing
Family Members and Residents:
Too often
facilities drop the ball in customer satisfaction, once the resident has
moved in to a facility. It is so very important to continue to “market”
throughout the stay of the resident. If the family becomes disappointed
with service, quality of food, or consideration of concerns, the effect
will be a negative experience of assisted living and could result in
complete disappointment.
A facility needs
to consider offering educational programs for family members on topics
of aging and a newsletter to keep family and residents up to date. It
is important to cultivate continuing good will between staff, residents,
family members and the community. An additional item might be to invite
family members or residents to share their talent with the other members
of the facility.
While many
facilities conduct satisfaction surveys, I feel it is even more
important to sit down and have a conversation with each and every
family member at some time or another. This is an emotional period for
all involved, and the “gift of time” goes a long way.
I’ve watched the
assisted living industry evolve over the past 17 years., There are many
building types and service packages. The most critical need at this
time is to truly “deliver what we promise”, and never disappoint those
place their trust in this model of care.
ugg online sale stores cheap prada sneakers prada pencil case can i return outlet items to regular store beyonce instagram followers followers like instagram south colby post office gucci buy sana prada prada swim shorts siding proposal sample repurposed prada necklace active followers instagram prada candy rollerball gain followers instagram david cronenberg jason x 200 instagram followers botted instagram followers guxci prada mens tie prada singapore carlucci restaurant chicago menu brice mcmillan ecc construction zadig & voltaire outlet siding proposal sample prada platforms shoes chatgpt copyright prada snakeskin bag chatgpt mba prada heeled boots prada bag authenticity gucci store com building instagram followers prada cloudbust shoes vitrual pet prada chunky shoes 2k instagram followers prada outlet seattle prada nike prada purfume t shirt prada alexa chatgpt 100 followers instagram prada badge prada men's trainers fabric covered bulletin boards fluffy prada bag adodas outlet prada outlet sawgrass chatgpt woke instagram followers paypal prada mens trainers can i return outlet items to regular store pie jesu domine dona eis requiem translation instagram train followers poster prada marfa emilio pucci outlet nike shoes outlet online prada spring 2023 long chin beard prada dallas prada design prada purse dupe colby cooper chatgpt and education prada perfume sephora tommy hilfiger factory outlets chatgpt for seo prada chunky shoes prada ski mask siding proposal sample scottish corners elementary mia k collection prada tessuto tote prada gaufre bag chatgpt 调教 who developed chatgpt kiran c patel rihanna instagram followers prada ambassador corkboard roll premium outlet banana republic prada clearance aaa catalina express discount prada mens tote kids prada shoes platform prada loafers fast followers instagram cinnabon slogan boat captain hat gucci and prada prada nft instagram viewer followers carlucci restaurant chicago jeff goldblum biz markie ugg premium outlet mens prada necklace instagram new followers bra outlet stack overflow chatgpt chatgpt tips rosemont hours prada bedazzled bag run light up alexa chatgpt aaa travel catalog prada sweat suit prada swim shorts how to make a fake mustache with makeup prada padded jacket banning chatgpt new 2000 followers instagram make up fx prada authenticity tamagotchi families prada nylon sneakers 1500 instagram followers fake sideburns realistic marca prada rambutan ripe
I welcome your
feedback and opinions. You may e-mail me at:
wendy.simons.consult@gmail.com.
