Tuesday, March 25, 2008

2 things to think about doing

(1) Require all employees to initiate a conversation before touching a resident or doing something clinical to them
(2) Recruit volunteers to come in and write down the stories of resident's lives that they dictate to the volunteers. Share these stories with staff so they realize that the resident is a person with a rich, vibrant history and not just some inanimate object to feed, change, and bathe.

1 comment:

Keith Miles MBA said...

These types of activities are exactly what people should be doing but most often don't - even when pointedly suggested. The top reasons for the lack of adoption of these and other actions are a lack of personal accountability and a lack of cultural support. These service interactions often start within a specific organization whose culture supports them. Copying and pasting them into another organization which doesn't have the cultural support results in poor adoption and frequently cynical staff. Also these important but observable service-related interactions are not specifically included in the staff performance assessment so only the most naturally inclined adopt the activity. The key is to evaluate the proposed action in light of the culture and its capacity for support prior to making individuals accountable to be observed to employ the suggestion as the individual sees fit. Great service is intentional - possible - and needful - but it only comes to organizations that look a little more closely at their culture.