PROMISE Stars live out these customer service principles: Personalize interactions, Respect each person, Own each person’s problem as if it’s yours, Make everyone’s life better, Invite people to connect and Exceed expectations.
Karen Herrmann, SRD Staffing Coordinator
Karen routinely checks in with the caregivers serving residents during the night shift to insure continuity of care and to get out ahead of potential scheduling problems. One day, Karen had left a message for a particular caregiver early in the day and by late afternoon had not connected with her. This particular caregiver was serving a resident at Someren Glen who needed medication reminders. The fact that she had not connected with this caregiver concerned Karen so much that she decided to go check-in on the resident “just in case”. Upon arriving at the resident’s home Karen found the resident on the couch in a fetal position reporting a lot of pain. Karen immediately contacted the home care nurse Carolyn and reported that the client was nauseous and heaving. The client’s son was then contacted and overnight care was set up. Karen sent out emails and made phone calls until she someone to come in that night and stay with the resident. Karen stayed until 7pm when the resident’s son showed up. What service basic and core values are evident in this story?