I am not sure we can create magical days for everyone in our long-term care facilities (though I have seen downright miracles for some short-term rehab patients!). But I do think we can create magical moments by adopting some of the Disney customer experience culture to create magical moments.
I'm a new unit manager and I see a lack of good customer service. What can I do?
In healthcare, not all "wasted time" is truly wasted. In fact, some of the most important aspects of healthcare are less than 100% efficient. Of course, we can and should strive for greater efficiency. But we also must understand that absolute efficiency would eliminate the human elements of care.
Far and away, the most pleasant conference experience I have had was in Anaheim, CA, last week, where NADONA held its annual conference. That is because of the Disney experience, and the fact it brings both customer service and attending conferences into focus.
We may talk about the term "customer service" and ask our staff members to avoid public arguments in front of residents and family members. But nevertheless, volatile situations happen every day. It matters a lot, and here are the psychological implications why.
It's all but impossible to read "The Greatest Generation" without being impressed by the people now residing in senior living settings. As Author Tom Brokaw points out, these folks dealt with many sacrifices caused by the Great Depression, fought in World War II and then helped revive a struggling national economy.
On a scale of A to 17, with one being "Always" and red being "Parsnips," how would you rate your experience with customer satisfaction surveys? I'm sure most of you use them, though I haven't done a survey to back that up.
It's been a rough day for good customer service, and since you live and work in a profession dependent upon it, I'm sharing these still raw and painful experiences because I believe they'll be relevant and instructive in your long-term care setting. Or else I just need someone to talk to.
I'm a big advocate of taking small steps in the direction of change. Perhaps your organization isn't in the position of being able to upgrade the health insurance package or to install an onsite gymnasium for staff members. But here are some manageable actions along the road to creating a psychologically healthy workplace.
Fuaja Singh completed his last marathon in Hong Kong only a few weeks before he turned 102 years old recently. He said he feels it might be time to retire from running marathons, but he plans to continue running as a hobby. You know what that means.