Service is Everything
Thursday March 13 2003
Not too many years ago I learned of a nursing center resident by the name of Mary. Mary was a very bright, cheery individual who’s advanced neurological problems caused her to be totally dependent on others for her care. Mary’s most prized possession was a porcelain figurine that sat atop her dresser. She would look at it with pride, as it was a treasured family heirloom.
One day the figurine fell to the ground and shattered into pieces. The housekeeper was called in to sweep up the porcelain fragments. Noticing how upset Mary was with the damage to her figurine, the housekeeper decided to surprise Mary by gluing it back together. Mary could not have happier with the finished product and the extra effort put forth by that housekeeper.
The housekeeper in this example really set the tone for service and support. Her compassion and concern offered that special touch to make Mary’s stay more enjoyable. I would like to suggest that things like this play out regularly at Whetstone as well.
I am sure you will agree that the support, care and compassion shown by one employee during the course of a resident’s stay can mean so much. That is why Whetstone has instituted the “Power of One” Quality Service Award - because one person’s actions can and do make a difference. This program will allow families, residents and co-workers to recognize employees who provide excellent service to our residents.
If you know of a special circumstance or action by one of our employees that improved a resident’s stay, I would encourage you to nominate that individual. Nomination forms can be placed in the “Power of One” nomination boxes located at the Care Center and Asssisted Living reception desk and any of the nursing stations. Each month the center will award the individual who best represented quality service in action.
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