By Steve Moran
Here is the idea: Once a month, or even better, once a week, a group of team members got together and did this …
For Residents
A group of team members (and maybe even some residents) gathered to figure out how to create some unique experiences for individual residents that would make them feel noticed, loved, unique, special, and amazing. Things that would delight residents and be mind-blowing to family members.
For Instance
When my mom was in a six-bed assisted living home and they learned her husband liked Coke, they made sure they always had it on hand, and when he walked in, they would ask if he wanted one. And when I visited, they would automatically bring me a cup of coffee prepared just like I wanted it. I never had to ask.
Under the category of “it didn’t happen,” my stepfather loves Coca-Cola and milkshakes. It would have taken so little for the dining staff to know that and ask if he wanted either or both of those things, but I am pretty sure the dining staff never even knew his name, though he was there three meals a day.
A couple of times when I was there, I asked for a milkshake for him — something that was supposed to be available all the time, but it never was.
For Team Members
A different committee, and maybe even residents, would figure out how to create these kinds of unforgettable experiences for team members. Things that would say, “You’re important,” “We see you,” “We know you and what makes you happy.” Birthdays are obvious opportunities; imagine a team member showing up to work and receiving a card filled with signatures and even little love notes. Then they are handed tickets to a show they want to see or something else that has meaning to them.
We have this unique opportunity to create these amazing experiences for our community that will transform their lives and that they will talk about for years.
And doing these things is so much fun.
You are totally right on, Steve. Having special moments for residents and staff should be the norm and the standard.
To take it even further, what if there was a Department Head and Department on each team (or a designated person in a smaller community) dedicated to helping each person who lives in the community (resident) have Meaning and Purpose in their life. Shouldn’t that be a priority as much as their personal care? We sometimes call that person CHO in our companies (Chief Human Officer).
Thanks Dean
It would be so empowering to residents, team members and families, but it takes work and passion. It is hard because it means doing something out of the ordinary, different than what everyone else is doing.