The Importance of Customer Service

July 19, 2016 | Paige Nelson

How do you shift your residents’ focus from thinking of long-term care as a daunting expense or a necessary evil to feeling positive about the investment they are making in their loved ones’ care?

Consider what brings more residents into your facility each year. Is it for the growing number of baby boomers who need 24/7 care? Maybe it is the growing societal change that once a person reaches a certain age, they migrate into a community with caregiver support. Put yourself in your resident’s position—what experiences would you expect from your large investment in a care facility?

Cost is important—but what do I garner in return.

  • Field trips: Provide your patients, to the extent they are able and willing, with extracurricular activities such as movies, theatrical events, festivals, or trips to the local library. This gives them something to look forward to, and it allows them to go out and socialize with the outside world.
  • A team of allies: Provide your patients with a group of caring facility employees who can be sympathizers and confidants to get patients through especially difficult times. Families will feel more comfortable and happy with the decision to place their loved ones in your care if they know these loved ones are treated with love and respect even when the families are not around.
  • One-of-a-kind service: Go above and beyond to be the best in helping your residents feel comfortable in your facility, including walking with them around the home, assisting them in cleaning up their spaces, providing them with transportation when appropriate, and making their visitors feel welcomed and appreciated.

These patients and their families made the difficult decision to up-root their lifestyles and move to your facility. Help them make everyday a great day and they and their loved ones will feel more positively about their decision to invest in care at your facility.

Paige Nelson

Before working for Smart-Fill, Paige worked for medical equipment companies and IT departments. In her spare time she enjoys spending time with family and friends, traveling, reading and trying out new restaurants.

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