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Creating A Customer Focused Culture

Creating A Customer Focused Culture. Chris Schmidt, C.E.O. Bobby Stephenson, Administrator Schmidt Wallace Healthcare Management Co. Learning Objectives. Leadership - Identify approaches to changing the way leaders think about quality

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Creating A Customer Focused Culture

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  1. Creating A Customer Focused Culture Chris Schmidt, C.E.O. Bobby Stephenson, Administrator Schmidt Wallace Healthcare Management Co.

  2. Learning Objectives • Leadership - Identify approaches to changing the way leaders think about quality • Customer Expectations & Quality Culture - Create strategies that shift the cultural focus to customer expectations • Staff Empowerment - Identify methods for empowering staff to respond to customers more effectively.

  3. Learning Objectives • Get out of the box • Expand your comfort zone • Be challenged • Learn something new • Learn something practical • Meet someone new • Have some F U N!

  4. ICEBREAKER: MOVE IT, MOVE IT, MOVE IT!

  5. Leadership • The Schmidt Wallace Journey • Family business • Chris Schmidt • Patti Wallace • 4 Facilities in Alabama • Talladega Healthcare Center – 234 Beds, 1991 • Albertville Nursing Home – 159 Beds, 1999 • Hillview Terrace – 143 Beds, 2001 • Shelby Ridge Rehab Select – 131 Beds, 2005 • Over 850 employees

  6. Leadership Our Vision “We exist to enhance the lives of those we serve and above all, we will keep our residents first!”

  7. Leadership • Core Values • Resident Centered • Respect • Devotion • Passion • Excellence/Quality

  8. Leadership • Key Business Philosophy • Residents first • Money follows care • Take care of your employees • Employee respect & involvement • Emphasize the C.N.A. • Create your own nurses • Permanent C.N.A./L.P.N. Assignments • Go above and beyond • Hands on supervisors and administrators • Offices - eliminate most of them

  9. Leadership • Administrator Best Practices • All Aboard the Bus • Values & Attitudes • Skills & Knowledge • Walk the talk • Firm, Fair and Consistent • First things First - Daily, Weekly, Monthly Routine • Key focus areas • Open Door & Visibility

  10. Leadership • Culture – What is yours? • Good vs. Great • Great vs. World Class • 4 Star vs. 5 Star

  11. Leadership • Quality Journey • Dr. Edward Deming • Ritz Carlton • Health Dimensions • Disney • Fish Philosophy • Steven Covey • Dave Ramsey • Bryan Williams • Mark Blazey • Tim Case

  12. Leadership • Quality Award Process • American Health Care Association • Talladega Healthcare Center – Step 1 & 2 • Albertville Nursing Home – Step 1& 2 • Hillview Terrace Rehab Select – Step 1 • Alabama Quality Award • Talladega Healthcare Center – Level 1 & 2 • Albertville Nursing Home – Level 1, 2, & 3 • Hillview Terrace Rehab Select Level 1 • Shelby Ridge Rehab Select – Level 1 • Quality Award Examining

  13. Customer Expectations • Customer Service Video Clip • Bon Qui Qui – King Burger • Five Easy Pieces – Jack Nicholson

  14. Customer Expectations • Customer Service • Gold Standards • “Greet n’ Meet” • “Escort Customers” • “Don’t Pass” • “Professional Manners” • “It’s Not My Job” • “PMA” • “Take the Heat” • “Yes I Can” • “F.O.C.U.S” • “Kidness Is Free, Give It Away”

  15. Quality Culture • Quality – Who defines your Quality and Culture? • Quality Expectations • Setting and communicating quality expectations • Demonstrating Quality Expectations • Grand Rounds • Random Rounds • Early A.M.

  16. Customer Expectations Engage Me By Bryan Williams

  17. Quality Culture • Customer Engagement • Listen • Follow up, Don’t make excuses • Build the relationship • Resident & Family Council • Employee Engagement • Involvement and inclusion • Customer Service Training • TQM Week • Orientation

  18. Staff Empowerment • Leadership Retreats • Strategic Planning • Enhancement team • Personal Growth • Fish philosophy • First things First • Balancing Family and Work • Financial Peace • Teambuilding • Outdoor Activities • Indoor Activities

  19. Staff Empowerment • Enhancement Teams • Resident Enhancement • Employee Enhancement • Property Enhancement • Financial Enhancement • Customer Service Enhancement

  20. Customer Expectations Win as Much As YOU Can!

  21. Customer Expectations Win As Much As YOU Can!

  22. Staff Empowerment • Teamwork • Cooperation vs. Competition • The sinking ship • Job Swap • Teams • C.N.A. Advisory Team • L.P.N. Advisory Team • C.N.A. Mentor Program • Suggestion Box Team • Quality Improvement Teams

  23. Staff Empowerment Play!

  24. This Is Schmidt Wallace…

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