NH Administrator takes action

Every time I hear that Kind Dining training has helped make a process run smoother, or been the impetus to solve a problem, I feel overjoyed. There’s no doubt this training works, and the information in it has the power to transform community staff to be more empathetic AND competitive in this changing marketplace. After I left Villa Crest, a … Continue reading

Changing from the inside out

Presenting at the Aging Services of Calif. convention on May 4 was fun.  Long beach offered such vacation weather, I saw many Oregonians there, and presenting with Harold Urman offered great opportunity to reconnect. This years conference  theme was Communities: Inside Out.  Participants were challenged to rethink their notion of community and be open let go of the past and … Continue reading

Lasting Connections

Today is Easter 2010. Yesterday while carting through the crowded aisles at Safeway I was enveloped in that all too familiar feeling, the sense of loss. Fourteen months ago my mom died of lung cancer. At two months shy of her 80th birthday she was still the driving family force, and with an amazing show of courage and a sense … Continue reading

Teaching Respect

My husband had minor foot surgery early this morning and as the nurse put the final wrap on his foot, she asked me what I do for work. I shared, I teach food servers in senior living communities how to show good service to elder folks. She immediately reacted with a big surprised smile and blurted “that is so needed! … Continue reading

Checklist Manifesto

I want to recommend a great book: The Checklist Manifesto: How to get things right by Atul Gawande. Dr. Gawande is a physician who has pioneered the use of simple checklists in operating rooms to assist staff in getting organized, and prepared for surgery. Checklists help to get the work done right the first time. He has proven having a … Continue reading

Does Your Community Need a Service Makeover

Take a few minutes to read my latest article posted on Retirementhomes.com. The beginning of any Service Makeover starts with understanding what our senior diners expect. We will be focusing on the topic of customer service in the next few newsletters. Check it out … Continue reading

The Face of Your Organization

“Society is always taken by surprise at any new example of common sense” Ralph Waldo Emerson This quote reminds me of many conversations I have with managers/providers about the value of training people who serve meals to our elders. They often take for granted that servers know how to show respect, be polite and will demonstrate common courtesies while serving.