🏥 Creative Solutions in Healthcare: Service Standards for Exceptional Care
As a leading healthcare provider in the nation, Creative Solutions in Healthcare (CSHC) is committed to providing superior quality of life, respect, and dignity to the aging and disabled. Our service standards are the foundation of our mission, expressing the values and beliefs by which we operate. In this article, we will explore the 20 standards of service that we choose to follow at CSHC, including the credo, the motto, the three steps of service, the standards, and the employee promise. By understanding and implementing these service standards, we can fulfill our mission of providing exceptional care to our residents and their families.
📜 Table of Contents
- Introduction
- The Credo: Our Main Belief
- The Motto: Our Obligation to Acknowledge and Support Each Resident
- The Three Steps of Service: The Foundation of CSHC Hospitality
- The Standards: Meeting the Needs of Our Customers
- The Employee Promise: Our Commitment to Our Caregivers
- Building Relationships with Residents and Co-Workers
- Communication and Feedback
- Identifying Weaknesses and Opportunities for Improvement
- Immediate Service Recovery and Uncompromising Cleanliness
- Accommodating Resident and Family Requests
- Being an Ambassador of Your Facility
- Proper Telephone Etiquette and Personal Appearance
- Safety First: Creating a Safe and Secure Environment
- Conclusion
🏥 The Credo: Our Main Belief
The Credo is the main belief of our company, expressing our highest mission of providing the finest personal service and home-like accommodations for our residents. At CSHC, we believe in the genuine care and comfort of our residents, and we strive to create a friendly, comfortable, yet stimulating environment for them. The Credo summarizes the core beliefs and principles that are sacred to Creative Solutions in Healthcare, and it must be known, owned, and energized by everyone.
Pros: The Credo sets the tone for the entire organization, emphasizing the importance of providing exceptional care and creating a home-like environment for our residents.
Cons: None.
🏥 The Motto: Our Obligation to Acknowledge and Support Each Resident
As professional caregivers, we recognize that we are obligated to acknowledge and support each resident and their lifestyle. We believe that the service we provide is a valuable resource to the communities in which we operate, and we also believe that the people who are called to serve this social mission are more than just employees. They are stakeholders who believe wholeheartedly in the mission and vision of CSHC.
Pros: The Motto emphasizes the importance of acknowledging and supporting each resident, and it reinforces the idea that our caregivers are more than just employees.
Cons: None.
🏥 The Three Steps of Service: The Foundation of CSHC Hospitality
The three steps of service are the foundation of CSHC hospitality. The quality of first and last impressions, and everything that occurs in between, determines whether we win or lose a customer. Our customers are our residents, family members, physicians, employees, volunteers, discharge planners, vendors, and the community. How well we interact with and meet the needs of our customers determines their satisfaction and their loyalty to our company.
Pros: The three steps of service provide a clear framework for providing exceptional hospitality, and they emphasize the importance of meeting the needs of our customers.
Cons: None.
🏥 The Standards: Meeting the Needs of Our Customers
There are 20 standards of service that we choose to follow at CSHC. These standards include addressing people by name, smiling, anticipating and complying with resident and family member needs, always responding with an answer and searching for alternative solutions, looking for the unspoken needs and desires of residents and family members, and looking for body language cues indicating someone needs attention, direction, or assistance.
Pros: The standards provide a clear framework for meeting the needs of our customers, and they emphasize the importance of anticipating and addressing their needs.
Cons: None.
🏥 The Employee Promise: Our Commitment to Our Caregivers
The employee promise is an active pledge that acknowledges our employees, explains their purpose, and describes the CSHC work environment. It pledges that at CSHC, our caregivers are the most important resource in our service commitment and our social responsibility to our residents and their families. By applying the principles of trust, honesty, respect, integrity, and commitment, we nurture and maximize talent to the benefit of each individual and the company.
Pros: The employee promise emphasizes the importance of our caregivers and their role in providing exceptional care, and it reinforces the idea that our employees are stakeholders who believe in our mission and vision.
Cons: None.
🏥 Building Relationships with Residents and Co-Workers
At CSHC, we believe in building relationships with our residents and co-workers. Personal investments in others cause a greater desire to assist them in accomplishing their goals. Teamwork alleviates individual pressure but increases personal accountability. Success or failure reflects on the company, and objectives are communicated to all employees. It is everyone's responsibility to support them.
Pros: Building relationships with residents and co-workers fosters a sense of community and teamwork, and it reinforces the idea that we are all working towards the same goals.
Cons: None.
🏥 Communication and Feedback
The distribution of knowledge creates employee trust and enhances their commitment to the company. Facility leadership is entrusted to communicate information to all staff and ensure their understanding of company policy. It is the responsibility of employees as stakeholders to support all company objectives and initiatives. Employee input is always honored when considering changes that will affect their work. Always solicit their input and feedback, and create a routine of meeting with employees in small groups to discuss new ideas, concerns, and comments.
Pros: Communication and feedback are essential for creating a positive work environment and ensuring that employees feel valued and heard.
Cons: None.
🏥 Identifying Weaknesses and Opportunities for Improvement
Identifying our weaknesses creates opportunities for improvement. It is the job of every employee to identify defects, service gaps, communication gaps, and areas for improvement. Such comments should be constructive in nature and always be acknowledged.
Pros: Identifying weaknesses and opportunities for improvement is essential for creating a culture of continuous improvement and ensuring that we are providing the best possible care to our residents.
Cons: None.
🏥 Immediate Service Recovery and Uncompromising Cleanliness
One adverse incident, unfriendly encounter, or forgotten promise can outweigh the benefits of many positive experiences. Customers don't expect us to be perfect, but they do expect us to fix things when they go wrong. Employees are empowered to correct situations on their own and do everything possible to turn a mistake into a positive experience for both themselves and the resident or family. By doing this, employees develop personal relationships with residents and families, building mutual trust and self-confidence. Immediate service recovery ensures that complaints are dealt with before they potentially become larger issues like a complaint survey or a lawsuit. Uncompromising levels of cleanliness are the responsibility of every employee.
Pros: Immediate service recovery and uncompromising cleanliness are essential for maintaining customer satisfaction and ensuring that our facility is presentable.
Cons: None.
🏥 Accommodating Resident and Family Requests
As professional caregivers, we strive to always accommodate resident and family requests. However, when it is physically or situationally impossible to meet a resident or family request, it is our responsibility to find an alternative and safe solution that is acceptable to our customers. We should go above and beyond to accommodate resident and family needs unless it will compromise the safety of another.
Pros: Accommodating resident and family requests is essential for providing exceptional care and ensuring that our residents feel valued and heard.
Cons: None.
🏥 Being an Ambassador of Your Facility
As employees of CSHC, we are ambassadors of our facility both within and outside of the workplace. We should always speak positively, communicate any concerns to the appropriate person, and avoid engaging in negative conversation. Any communication our employees engage in outside of the facility will directly impact our reputation and critically affect our ability to receive both resident and employee referrals. Word of mouth is our strongest advertising media, so we should do everything to protect the reputation of our facility, knowing that what we communicate to others will affect the future success of CSHC.
Pros: Being an ambassador of our facility is essential for maintaining a positive reputation and ensuring that we continue to provide exceptional care to our residents.
Cons: None.
🏥 Proper Telephone Etiquette and Personal Appearance
Proper telephone etiquette and personal appearance are essential for creating a professional image and conveying a positive impression to our customers. We should always maintain positive eye contact, use the proper vocabulary with our residents, and avoid using the word "no" when possible. As professional caregivers, we should strive to always accommodate resident and family requests, and we should use words like "good morning," "certainly, I'll be happy to," and "my pleasure." Our physical appearance is one of the first things a customer encounters and evaluates, so we should take pride in our appearance and be presentable at all times.
Pros: Proper telephone etiquette and personal appearance are essential for creating a professional image and conveying a positive impression to our customers.
Cons: None.
🏥 Safety First: Creating a Safe and Secure Environment
Creating a safe and secure environment is the responsibility of every employee. We should be aware of all fire and safety emergency procedures and report security risks immediately. It's imperative to prevent unsafe working conditions, including working for an extended period of time that induces fatigue and leads to preventable accidents. Protecting the assets of our facility is the responsibility of every employee. We should conserve energy, properly maintain our facilities, and protect the environment. We should take pride in our workplace and remember that this is our resident's home.
Pros: Creating a safe and secure environment is essential for ensuring the well-being of our residents and employees.
Cons: None.
🏥 Conclusion
At CSHC, we are committed to providing exceptional care to our residents and their families. By understanding and implementing our service standards, including the credo, the motto, the three steps of service, the standards, and the employee promise, we can fulfill our mission of providing superior quality of life, respect, and dignity to the aging and disabled. As professional caregivers, we have a social responsibility to our residents and their families, and we should strive to always provide the most exceptional service possible.
