Elmcroft Senior Living’s Best of the Best winning program, Operation Clean Sweep set concrete standards and emphasized a resident centered focus for housekeeping staff in its communities.
ALFA 2012 Best of the Best Winner
How clean is “clean”? What does “deep clean” mean? Elmcroft Senior Living used focus groups to consider these questions. “Each of us views cleanliness in a different way,” says Gerald Jackson, director of programs and staff development. “We just had to back up and say, ‘What is realistic? What is it we can do? What is it that our customer is asking us to do, and how do we make it match?’”
Given discrepancies of interpretation between residents, let alone staff members, Elmcroft realized it needed to set a clearer standard. The provider reached out to Hilton Hotels, which shared best practices and checklists, and instituted a new comment card and inspection system. Elmcroft then trained housekeeping staff to view their role as customer service. Satisfaction scores have increased accordingly.
The above best practice was recognized as an ALFA 2012 Best of
the Best Winner. Do you have a best practice, product, service or
solution at your community or company that is advancing excellence in
senior living? The Call for Nominations for the ALFA 2013 Best of the
Best Awards will begin in November. Visit ALFA.org/bestofthebest to read more best practices.
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