January 2012 Kind Dining Connection

Read the January 2012 issue of Kind Dining® Connection for: Ways to foster community in the dining room, especially for single residents A Kind Dining® success story that will warm your heart Ideas for winter table centerpieces A new B♥ Kind, B♥ Courteous, B♥ Service Smart tip And much more! Would you like to have Kind Dining® Connection delivered straight … Continue reading

Leave No ‘Odd Man Out’ at the Dining Table in Long-Term Living

After recently teaching my dining class in a senior care community, I had an illuminating conversation with a resident. During the class I had mentioned that staff and administrators should learn the importance of setting the table mindfully. This resident shared her frustration in seeing all the tables in her dining room set with even numbers of place settings. She … Continue reading

Transforming Resident Dining Service Captures 2011 Optima Award

PORTLAND, Ore. — The Villa Crest Nursing and Retirement Center of Manchester, N.H. dramatically increased meal revenue while also improving both customer and staff satisfaction just over a one-year period. The efforts earned Villa Crest the national 2011 Optima award presented by Long-Term Living Magazine for innovative, outcome-oriented staff teamwork in long-term care communities. Key to the Center’s success is … Continue reading

New Dining Practice Standards Have Arrived

The Pioneer Network has finalized and published nationally agreed upon new food and dining standards for people living in nursing homes. The report includes 62 pages of evidenced-based research that spotlights the connection between the residents’ dining experience and their quality of life. Designed to shift food and dining standards from traditional diagnosis-focused treatment to individualized care and self-directed living, … Continue reading

The Dining Experience and Your Quality Indicator Survey

Last month I discussed “How the Dining Experience Affects Your Quality Indicator Survey” on the Long-Term Living magazine blog. It’s timely to consider this issue because the new federal Quality Indicator Survey (QIS) process is being rolled out across the country by Medicare and Medicaid. Check out the new QIS forms here: Dining Observation Quality Assessment and Assurance (QA&A) Infection … Continue reading

Polishing service

Each Kind Dining class offers a unique learning experience and opportunity for people who serve together to grow together.  Such was the case with Villa Crest, a nursing home and retirement center in Manchester, New Hampshire.  Embracing person-centered care to the fullest, their staff within a 12 month time-frame turned a typical nursing home dining room into an atypical dining … Continue reading

Maintain dignity in dining

Twenty-five years ago, it was common practice to feed residents in nursing homes by injecting them with pureed food by mouth via a giant syringe. Thankfully, as a society we have backed off the institutionalization of our elders. In the same way we no longer refer to psychiatric hospitals as “lunatic asylums,” or label the people inside them as “insane,” … Continue reading

Enthusiastic return on investment

I love hearing feedback after I’ve been inside a senior living community to deliver Kind Dining training. Nothing gives me more enthusiasm for pressing ahead and making a dent in the overall quality of hospitality in this industry. Of course, it needs more than a dent. It needs a big shove! Recently, I heard from a manager in Newberg, Ore. … Continue reading

Teachable Moments

Teachable moments hold great value to our efforts to move customer service forward. I checked in with Sarah, the administrator I am working with in New Hampshire. I wanted to know how things were going since my training sessions there. She sounded alarmed at first. “I’m afraid we’re backsliding,” she said. It turns out there had been an incident in … Continue reading

A True Leader

Julie is my kind of administrator. She’s energetic. And on Friday’s, she’s in the dining room serving dinner to residents in the senior living community she oversees. I love that she does that. It shows the depth of her caring. When I arrived at her community I spent some time in her office, learning the issues that were preventing higher … Continue reading