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112
Leading a Culture of Service Excellence

Service excellence is brought to life by team members who are professional, courteous, informed, engaged, passionate, and proactive in meeting the needs of residents and family members… and who smile, have a sense of humor, are compassionate and empathetic, and live the values of the organization every day. Communication with heart and with an intent to understand the person’s need, concern, or question requires active listening, acknowledgement, and focused action and follow-up. This presentation will provide strategies for developing a culture of service excellence and techniques for positive messaging when faced with challenging questions.

  • Define a culture of customer service and service excellence.
  • Describe strategies for understanding and managing resident and family expectations supporting organizational culture for resident-centered care delivery.
  • Summarize proactive. action-driven positive messaging and complaint management.

Cyndi Siders, RN, MSN, CPHRM, DFASHRM, CPPS, CWCA, Executive Consultant, Siders HealthCare Consulting, Grand Forks, ND
Cyndi Siders has more than 30 years of health care, administrative and insurance experience, 25 of those focused on risk management and patient safety. Her responsibilities as CEO and executive consultant of Siders HealthCare Consulting, LLC, include providing customized risk management and patient safety professional consultation and strategic support, coaching, mentoring and education for health care organizations and health systems; risk management companies, insurance and claims management companies, and insurance agencies. Siders is a distinguished fellow with the American Society for Healthcare Risk Management, a certified professional in health care risk management from the American Hospital Association, a certified professional in patient safety from the certification board for professionals in patient safety, an advanced master trainer in TeamSTEPPS, and a Certified Work Comp Advisor. She is current president of the North Dakota Society for Healthcare Risk Management and serves as faculty for the ASHRM Health Care Risk Management Certificate Program. Siders is a frequent state and national speaker on a variety of risk management and patient safety topics and has authored several national publications.

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