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

• 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.

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!

ICEBREAKER:

MOVE IT, MOVE IT, MOVE IT!

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

Leadership

Our Vision

“We exist to enhance the lives of those we serve and above all, we will keep our

residents first!”

Leadership

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

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

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

Leadership

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

Leadership

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

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

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

Customer Expectations

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

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”

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.

Customer Expectations

Engage MeBy Bryan Williams

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

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

Staff Empowerment

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

Customer Expectations

Win as Much As YOU Can!

Customer Expectations

Win As Much As YOU Can!Payoff Schedule

4X’s Lose 1 Point Each

3X’s1Y

Win 1 Point EachLose 3 Points

2X’s2Y’s

Win 2 Points EachLose 2 Points Each

1X3Y’s

Win 3 PointsLose 1 Point Each

4Y’s Win 1 Point Each

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

Staff Empowerment

Play!

This Is Schmidt Wallace…