Do your LTC employees stumble along, learning from mistakes made?

“While I stand in line to buy a cup of coffee at a ridiculous price to drink while I run errands, I wonder why I do these dumb things. I could easily have made a whole pot at home.”

This woman’s story came to me. “You may know that I work in an assisted living community for reasons of my own. The coffee I buy today tastes better than mine and my reason for choosing to work with residents who need daily help is that I care. It makes me feel like I am doing much more than working at a job. I look forward to going in to work each day and set an intention to do a little extra more than expected. The residents I help aren’t always sweet little old ladies. When they are grouchy, I remind myself how difficult life is for them, when they struggle to get through the day and cannot manage it alone. I like to show a bit of compassion. It helps.”

“The wonderful training I had when I first began in this industry many years ago, instilled the work ethic to aim higher, set goals that are minor to me, and the small extras I do are major to the resident I serve. We continue to have training brush-up sessions where I continue to learn new ways to freshen up long-time duties. I love my work and the expressions I see on the residents’ faces when I smile and say a hearty ‘Good Morning!’ or whatever my phrase of the day happens to be. They love it!”

It is essential that employees of long-term care and assisted living communities commit to equitable care for their residents as done in independent living communities. Their service delivery is vital to ensure a positive experience for the resident receiving care. Personal word of mouth is still the best promotion of a community to insure higher occupancy.

Residents love to boast of the great care they are receiving when help is needed to get through the day. It reassures family and friends that they chose the right community. The resident’s response is the result of respect, dignity, and kindness received regardless of race, religion, or gender.

It’s important that policies and regulations be discussed at scheduled meetings with all employees, including administration. The active response must be invited from the employees who have hands-on contact with residents. Invest in and empower those employees allowing them to be part of the solutions. Stress the strength of being a team player. Kindness and respect are embedded in the Kind Dining♥ curriculum and training sessions.

We believe in the power of your skilled employees and the end results proper training brings to a company and the community. Service without training involves many avoidable errors and causes poor experiences not forgotten. Proper training provides your service team with skills and the ability to create positive responses from your residents that they will remember when speaking about their time within your long-term care or assisted living community. Kind Dining♥ provides that training.

Be♥ Kind Tip: Scheduled discussions and training sessions create a powerfully skilled team!

About Cindy Heilman

Cindy is the founder and owner of Kind Dining®, which she began in 2006. She’s traveled across the country and Canada working with and training senior living communities that want to create an exceptional dining experience for their residents and staff. In addition, she certifies select professionals in her Kind Dining® philosophy and provides tools, now in an eLearning format, that make learning stick and help people put insights into action. As a result of her work, clients often share their staff has a new sense of purpose, get along better and keep their focus and energy on what matters most. In fact, she wrote a book, Hospitality for Boomers on how to attract residents and keep good team members. In her free time, she enjoys walking Oregon trails and cheering on her favorite soccer teams, the Portland Thorns and Timbers.

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