Creating A Customer Focused Culture

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Creating A Customer Focused Culture

• Chris Schmidt, C.E.O.
• Bobby Stephenson, Administrator
• Schmidt Wallace Healthcare Management Co.

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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.

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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!

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• ICEBREAKER
• MOVE IT, MOVE IT, MOVE IT!

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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

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Leadership

• Our Vision
• We exist to enhance the lives of those we serve
  and above all, we will keep our residents first!

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Leadership

• Core Values
• Resident Centered
• Respect
• Devotion
• Passion
• Excellence/Quality

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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

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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

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Leadership

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

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Leadership

• Quality Journey
• Dr. Edward Deming
• Ritz Carlton
• Health Dimensions
• Disney
• Fish Philosophy

• Steven Covey
• Dave Ramsey
• Bryan Williams
• Mark Blazey
• Tim Case

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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

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Customer Expectations

• Customer Service Video Clip
• Bon Qui Qui King Burger
• Five Easy Pieces Jack Nicholson

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Customer Expectations

• Customer Service
• Gold Standards
• Greet n Meet
• Escort Customers
• Dont Pass
• Professional Manners
• Its Not My Job
• PMA
• Take the Heat
• Yes I Can
• F.O.C.U.S
• Kidness Is Free, Give It Away

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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.

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Customer Expectations

• Engage Me
• By Bryan Williams

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Quality Culture

• Customer Engagement
• Listen
• Follow up, Dont make excuses
• Build the relationship
• Resident Family Council
• Employee Engagement
• Involvement and inclusion
• Customer Service Training
• TQM Week
• Orientation

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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

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Staff Empowerment

• Enhancement Teams
• Resident Enhancement
• Employee Enhancement
• Property Enhancement
• Financial Enhancement
• Customer Service Enhancement

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Customer Expectations

• Win as Much As YOU Can!

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Customer Expectations

• Win As Much As YOU Can!

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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

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Staff Empowerment

• Play!

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This Is Schmidt Wallace