Do your residents ever make a complaint or offer a suggestion about the food service? Do you take the time to listen? Or do you try to change their mind before they even finish saying what they have on their mind? It costs absolutely nothing to pause, stop what you are doing, look them in the eye, and listen. Whatever you were doing can wait a minute or two. Really, it can. But it could cost a great deal if your resident doesn’t get the satisfaction that their thoughts are important to you (and the company) if you don’t. You don’t want to have a resident move to a different community because they felt invisible to you. Residents must feel they are valued, and their opinions are valued by you and your company.
You also don’t have to agree with what they are saying. You do have to acknowledge their comments. You can sympathize with them, offer to carry their thoughts to someone who can help, and you can certainly thank them for telling you. They must have confidence in you, or they would have gone to someone else. Think about that. It is building relationships by way of communication and a responsibility that is part of your training in the culture of person-centered care. Let your elders know that they matter to you and your company. Your consideration will create a loyal resident, instill a sense of belonging, and show respect. It will also demonstrate the excellent training your company has provided for you.
Communication is at the heart of the culture change taking place in the business of Aging Services. Determination and persistence in practice at training sessions pay off. Cultural change in your community marries healthcare with hospitality. Kind Dining® knows the results for a company that invests in every employee by supplying excellent training. Educated employees are more efficient, have positive attitudes, are prepared to take on responsibility, and know they are valued. Properly trained employees work as a team and are aware of rules and codes of conduct. They are more likely to adhere to health codes, so you pass surprise inspections with flying colors. Everyone wins when employees have proper training and listening is part of that training.
Kind Dining® is approved for 11 Continuing Education Units for RDNs and NDTRs. CEUs are from the Commission on Dietetic Registration (CDR), the credential agency for the Academy of Nutrition and Dietetics. This includes 1 Ethics unit for the entire series.
Be ♥ Kind Tip: Do you demonstrate your excellent training?