In the interest of maintaining a continuing commitment to excellence, The Altenheim expects each
employee to adopt and adhere to the following resident service standards:
I will view the resident as a person, who could be my parent, my spouse, my child or myself.
I will smile, introduce myself, and identify my role with regard to the care of residents. I will take time to call residents by name. I will listen and act on residents concerns, questions, and requests in an attempt to create a comfortable living environment.
If a resident appears confused, I will offer help. If directions are sought, I will make them as understandable as possible.
I will include residents in their care planning process. I will explain the care plan and update the plan with continued resident involvement.
I will respect the resident's privacy by knocking before I enter a room and by speaking directly to him/her.
As a courtesy, I will hold the door for others, or wait for them to enter, before I exit.
I will maintain a low voice, remembering that a quiet environment will benefit residents, families, and colleagues.
I will answer the telephone promptly, courteously, and with a pleasant tone of voice. I will identify myself and make every effort to assist the caller.
When transporting residents, I will ask for their permission, explain where they are going, and maintain their dignity by covering them as necessary.
Through my interactions with residents, I will exemplify service excellence through my attitude and behavior, and will thank the residents sincerely, for their trust and assistance in the delivery of health care services.
