Service Recovery in Assisted Living Facilities

Whether you hold the position of an Executive Director or a Dining Server in the Assisted Living industry, service interruptions are inevitable. While we cannot prevent all errors, implementing service recovery systems is crucial to promoting team well-being and enhancing customer collaboration.

Service Recovery Tips

Respond immediately.?To effectively address concerns, pause for a moment, maintain eye contact, and listen attentively. If the conversation is not in person, consider making a phone call, employing the same open demeanor. Errors often arise when the team is understaffed or during concurrent events, which can lead to heightened anxiety, reduced receptiveness to interruptions, and diminished empathy in critical moments. It is beneficial to practice pausing before responding, as this can significantly impact whether an issue escalates from minor to major. Aim to resolve smaller problems promptly. If a situation necessitates a systems review, communicate your commitment to investigating the matter thoroughly and assure follow-up.

Leave Room for Strategy. Provide a temporary solution while allowing yourself time to explore and develop a comprehensive plan. Inform the customer of a timeframe in which they can expect to hear back from you. Given the complexities of care plans, differing objectives, and evolving needs, being deliberate is essential. Make sure to involve department leadership in the follow-up plan for service interruptions. This guarantees that your team can deliver what you promise.

Shut Down Your Personal Reactions.? It’s not about you; it’s about the client and their perception of the services provided. Focus on understanding their feelings and experiences rather than trying to prove a point. Aim to find a resolution that allows for a swift recovery while prioritizing the customer's best interests. Stay calm and maintain a sense of curiosity. Resource: Just a Thought by Amy Johnson, PhD.

Take the Win-Win Approach. Find solutions you, the customer, and the team can get behind. Be honest and mindful with your options. Resource: 7 Habits of Highly Effective People by Stephen Covey

Make Boundaries. Due to the intricacy of the needs within the population we serve, it is crucial to clearly define what services we can and cannot provide. A key aspect of healthcare leadership is engaging in difficult conversations with both respect and transparency. Maintain the integrity of your program and facility by adhering to care standards. Occasionally, this may involve guiding a customer through the discharge process and assisting them in finding a more appropriate setting. Make sure your team understands these parameters and regularly educate your customers.

After Action Review. Set an unofficial follow-up date for yourself. Treat this time as you would an important meeting— safeguard it. On that day, reach out to your team, customers, and anyone involved in your service recovery strategy. Inquire about their experiences, remain receptive to feedback, and apply the insights you gain for future improvement.

Iris Pierce, ALFA, M.A.

Iris holds a Master of Arts in Counseling and a Bachelor of Science in Psychology from Liberty University. Currently, she serves as a Community Support Specialist for Kensington Senior Living, where she aids Care & Clinical Operations and Life Enrichment Initiatives.

Iris provides tailored consulting services for organizational leaders, professionals, caregivers, and individuals living with dementia who wish to plan for the future. Her journey began as a care partner, medication technician, and care coordinator for those affected by dementia. She later earned her Assisted Living Manager Certification in Maryland and became a licensed facility administrator in Virginia and California.