By Sharon Hutson, Vice President, Marketing Services – Greystone
Over the course of my career, I have visited hundreds of communities of varying ages, sizes and locations. I am continually amazed at the never-ending compassion of caregivers and how much seniors appreciate them.
I’ve visited outstanding communities and communities facing challenges. In doing so, I’ve met many committed staff members, who even when enduring challenging times, persevere because of their heartfelt commitment to residents.
The compassion each associate brings day-in and day-out to the community is invaluable. While difficult to measure in a tangible sense, this type of commitment can make the difference in everything from resident satisfaction to occupancy success.
Consider opportunities to encourage and support the inherent compassion in your caregivers:
- Find ways to recognize staff for their contributions to the community. And not just for completing day-to-day responsibilities, but for the care, compassion and commitment they exhibit.
- Bolster staff education. Go beyond required skills training with training to help staff understand the emotional aspects of living in a senior living community, for both residents and their families. Understanding the fears and feelings of residents can help staff relate to them in new and meaningful ways.
- Evaluate customer service initiatives. Customer service and hospitality are increasingly in-demand in the healthcare sector. Service goes well beyond a concierge welcome and move-in. Empower your associates to recognize and act on opportunities to create a positive experience every day.
Front-line associates can be a community’s unsung heroes. Recognition for their many efforts, coupled with training and support to help them understand the importance of their connection to residents and their families, will reap countless rewards for your community.