Creating magic moments in aged care
28th October 2004
Customer service advocate Di Adamson uses the Rolling Stone's song "Satisfaction" as her theme music when she speaks about her pet passion of providing top class customer service in aged care homes.
She will be one of the main speakers at a seminar designed to help raise the standards of care in aged care homes, hosted by The Aged Care Standards and Accreditation Agency Ltd, in Perth on 18 and 19 November.
While she prances about mimicking Mick Jagger and singing the lines "I can't get no satisfaction..." she usually has her audience laughing and thinking about their last magic, or tragic moment, as a customer.
Di, a self-confessed former nurse and health sector educator, now consultant, suggests when we have been listened to, and our custom has been valued, then we walk out feeling uplifted, light-hearted and ready to pass on good will.
At the other end of the scale, Di encourages everyone to think about their worst moments - the tragic moment. She said the feelings then were more likely to be a bruised ego, anger and of seeking revenge to get back at the person providing the service.
She says customer service has become such an important part of the agenda when running and staffing an aged care home.
"The new focus these days in business - and aged care is not immune - is personalisation," she said. "We of the baby boomer generation are becoming demanding. We are well educated and we know how to make a fuss.
"It isn't a fad. We are well-informed, we know how to access information and we are more sophisticated and confident about having a say on what we want.
"Rating and evaluations are here to stay. Everywhere you go, whether it is a hotel or an airline, you are being asked to rate the experience and aged care is no exception," she says.
She says it is essential these days for risk management. No-one wants disgruntled residents and relatives who then have the power to wreck a reputation. It is also an obligation, or a corporate responsibility, to do the best job for the shareholders and owners, she said. Di said that providing top-class customer service provides a competitive advantage.
In an aged care home this means that residents can and will make choices about homes, based on recommendations of friends or relatives. It also means that a home with a good reputation for customer service and attitude becomes known as an employer of choice, and will in turn attract staff, especially registered nurses, who will want to work in such an environment.
She urged aged care homes to think about the business they are in - providing a seamless service 24 hours a day, seven days a week, and to get to know the expectations of their customers. "We don't sell aged care - we are in the business of providing peace of mind and trust," she suggested.
Di can tell stories about speed of service and the length of time for admissions or waiting around. She talks about first impressions in any office reception area, and how dead flowers or cleanliness give clear messages. She summarised by saying service is a vital ingredient in aged care. It is important to find out what residents and relatives want, expect and need, in order to strive for satisfaction. She said do not assume all residents are alike.
Her list of vital things to do:
- Identify who your customers (residents) are - know them by name and where they come from
- Know the exact service requirements for each of your customer groups
- Recognise the gaps between current performance and customer expectations - identify what you can do to remove the gaps
- Know what will exceed your customer's expectations.
Di Adamson will be speaking on the first day of the conference on "Creating a positive workplace culture".
Other speakers will talk about new demands in aged care including successful ageing, recognising food and cultural needs; corporate governance, managing dementia, providing a quality lifestyle and using new technology.
For media enquiries, contact:
For more information, contact Mrs Elliot's office on (02) 6277 7280
Chris Falvey, GM Corporate Affairs, (02) 8831 1088 / 0419 016079
Maria Theoharous, Senior Corporate Affairs Officer, (02) 8831 1016
