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.
Tripina Davis, Kenia David, Cathy Lane, Nursing Team
This story comes from the granddaughter of a resident at Someren Glen. “I wanted to send a quick note of gratitude to the staff for what they did for all of us during my grandmother’s passing. These individuals have been absolutely extraordinary throughout the process and have ensured that our grandmother received the best of care. Each one has also shown such empathy to my family, comforting us in a time of need. Tripina helped get Gram food from the kitchen and fought with hospice to get food allowances when grandma was hungry despite a no food/liquid mandate. Kenia brought us a tray of sandwiches, pitcher of water and carafe of coffee so we could stay with grandma into late hours. Cathy came to say goodbye to Gram even thou she was working in a different neighborhood. These ladies are amazing!” What core values and service basics are evident in this story?