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Brought to you by Higher Standards: a passion for hospitality

Best Practices

Finding Common Ground

Is your senior living community missing a key team-building tool?

Working in senior care is both hugely rewarding and immensely difficult.

Most of us genuinely care about the residents we serve and find it deeply satisfying to provide them with excellent service. But, workloads are heavy, there are complex emotions to deal with nearly every day, and it is difficult to get everyone on the same team when each department has a unique, important focus. Studies say staff burnout is a significant, perhaps the biggest, challenge in delivering good care and achieving our organizational goals.

In this industry especially, fostering teamwork, is critical to supporting positive outcomes for all concerned. Residents, employees, and the company, are better off when staff knows how to support each other and cooperate, and everyone is unified behind common goals.

Unfortunately, there is a key driving force receiving minimal attention in most communities: rallying around a uniting mission statement.

Before you groan, consider this old proverb: “Without vision, the people perish.” A clear, strong mission is a management tool to align employees in a desired direction. Unless you teach your company’s principles and intentions, employees have no choice but to act based on their own assumptions. Obviously, everyone will have different perspectives and values. While each person is following their own lead, teamwork is impossible. Lots of energy is put forth, but it is unfocused, and often, causing conflict.

A well-crafted mission statement, used consistently, can help employees internalize company values, drive desired behaviors, and unify staff around a common purpose. Applying mission and values with loving care eases the transition as we improve the performance and reputation of our senior care communities.

The most successful organizations invoke mission statements that speak to a relational commitment—think of marriage vows—that helps employees achieve their personal best under specific standards and guidance: for better or worse, in sickness and health, richer or poorer …
During Kind Dining® classes, I observe that, given clear, resident-centered boundaries from the company mission,
most employees respond with a familial sense of belonging, loyalty, dedication, and determination to succeed for the good of the group. Just like families who rally around the dinner table bond and laugh and share and learn, staff members commit to each other, the organization, and residents, once they embrace shared intentions and values.

What is the mission statement in your community? Does it reflect your organizational principles and aspirations, or is it just meaningless corporate-speak? Is it used to guide and
 unite all staff, or mostly ignored and forgotten? Make it a priority to create—or recreate—your mission statement and use it to build a healthy, successful community.

The 6 Truths About Your Business You Should Not Ignore

Senior dining is in the throes of a major overhaul for everyone. New laws, guidelines and competition are shaking us all up. Although mentioned here briefly, in your next issue of Kind Dining Connection, I will go into depth about these vital 6 Truths You Cannot Ignore, showing you how you can make them work for you.
  1. Mealtimes Market Your Community.
     
  2. Residents' can Spend 60% of Their Day Focused on Meals.
     
  3. There is a Gap Between Expectations and Service.
     
  4. CMS, Boomers and Families are Demanding and Deserve Higher Quality Service.
     
  5. You're Most Dependent on your Lowest Paid, Least-Trained Staff.
     
  6. Investing in Your Employees is the Most Effective Way to Accomplish Culture Change.

Highlights: FNCE 2016

The Food & Nutrition Conference​ & Expo last month in Boston was a great chance to network with colleagues from all over the nation. Despite the fast pace, I managed to grab a couple of snapshots: Experienced my first Ab&b Adventure and I recommend it! 

Inside FNCE & on steps of my Ab&b with colleague Audry Morgan

Adventure with Dennis, Ashley and Pickles..

Ask Yourself: "Who Needs My Empathy Today?"

The holidays are a special time, but they can also be lonely: 
Everything about this season can be a reminder of people and days gone by. Right now, it's especially important to be aware of behavioral changes that might signal a resident is feeling sad and/or lonely. 

For instance, if someone who is usually upbeat seemed subdued, or even grouchy, he or she may need a little extra kindness. Imagine yourself in that person's shoes: How would you feel during the holidays if you had lost your spouse or friends? Would you feel a little blue remembering holidays in your family home when you no longer live there?
 
Taking the time to start a conversation or inviting residents to participate in activities can help prevent isolation that leads to deeper sadness, so be proactive. Stop, look, and listen for signs someone needs extra empathy during the holidays.


Table Tip—Give Personal Thanks


Make Thanksgiving extra special by starting a new tradition in your community:
Express your gratitude for each resident with a quick note of thanks. Purchase or create small cards and ask staff members to help. Write each residents name on the outside of a note card. Ask staff members to each fill out a few cards with a heartfelt message that thanks a resident they know personally for something. Use the note cards as place cards during Thanksgiving dinner at your community. 

The notes don't have to be long or complicated, they can be as simple as:

Dear Bill,

Thank you for always smiling at me in the hall. You make my work life nicer. 
Yours,
Susan 

Be thankful and treat others with kindness, warmth, and generosity, and you will absolutely touch hearts.

Message from Cindy

I am grateful for all you do to bring warmth to the table. I often think I must have the best job in the world because I get to work hands-on with dedicated people who are improving life in senior living communities all over the nation. Every day, Kind Dining® communities are setting the standard for providing genuine, heartfelt hospitality that makes residents feel special, builds teamwork among colleagues, and strengthens our organizations. Thanks, to every one of you, for:
  • Recognizing seniors need to be known, cared for, and respected as individuals.
  • Embracing the deeper emotional and social aspects of care that lead to better outcomes for all.
  • Striving daily to transform your community into a better, more loving place to live and work.
Thank you, also, for sharing your journey with me and for the confidence you show in me when we work together. I am honored when you share your struggles and triumphs with me and I appreciate your willingness to share your success stories with other Kind Dining® communities.

May your holiday season be filled with friends, love, and laughter, and may the coming year be your most successful yet.

If I can be helpful as you finalize your culture change, customer service, and dining goals and plans for 2017, please call me or e-mail any time.

Kind Regards,
 
Cindy Heilman, MS, DTR, FAND
Higher Standards, LLC
503-913-1978

Upcoming Events

 

Do You Have a Question for Cindy?

Looking for fresh ideas for an old problem? Wondering about some aspect of Kind Dining®, culture change, or best practices at mealtimes? E-mail Cindy today. Q&A with Cindy is open to all senior care staff, family members, and residents.

Hospitality for Boomers

Hospitality for Boomers
Hospitality for Boomers: How to attract residents, retain staff, and maximize profitability is available right now. Order copies for your staff today and save 10% off regular pricing when you use coupon code: BOOMER. Need many copies? Call for vaue discount pricing.
Order Online

Kind Dining® Pins

Do your servers wear Kind Dining® pins? If not, present them with a pin to wear next to their name badge. It's a great way to recognize their work "bringing warmth to the table" and will help spark conversation about your organization's efforts to set higher standards in the dining room. Available now, order today!

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