Cura Hospitality’s “Completely Satisfied Behavioral Health,” a customer service platform, exceeds dining expectations through a one patient at a time approach, and more importantly, increases patient satisfaction through a healing journey…all while supporting client goals.
“Through a series of milestones that supports patient, employee and partner commitments, Completely Satisfied offers powerful tools and awareness training to ensure successful outcomes in this environment,” says Cura President Trish Spellman. Associates who complete Cura’s SERVICE EXCELLENCE training will experience a greater understanding on how to serve in an exceptional manner. Server etiquette training helps associates embrace the physical aspects of the job such as presenting food and creating visually-appealing trays with festive service ware, décor and even puzzles to help stimulate mental speed and improve short-term memory. Service standards will also focus on continuing traditions. Patients who transfer to a behavioral health facility should never experience a sense of loss in missing special events, celebrating holidays or the change in seasons. Theme meals, décor and even balloon arches, will turn an ordinary day into a celebration.
MEAL SERVICE STANDARDS enhances the patient food experience by preparing fresh meals, recognize food preferences and respond to individualized needs. For example, associates will have a greater understanding of our highly acclaimed BeWell wellness, a behavioral-based, nudging approach, that helps patients, especially those who are recovering from substance abuse or have mental disorder challenges, achieve their personal health and wellness goals. By understanding their nutritional needs, associates can help patients make healthier food choices, and eat a more balanced diet. The BeWell Kitchen is also offered by chefs and dietitians as a live learning workshop connecting food and health for patients as well as staff! Our clinical teams are also dedicated and sincere in finding innovative ways to serve residents with personalized care and compassion, all while preserving dignity with programs such as Cura’s Puree Creations. This program helps to meet the challenge of adequately nourishing patients who experience dysphagia with real foods freshly prepared by Cura chefs.
ENGAGEMENT tools are also offered – everything from responding to individualized needs to engaging patients. Cura’s Conversation Starters are one of the most popular tools that help staff caring for memory-impaired patients generate a meaningful conversation. These unique 5×8 cards feature full-color photos along with a series of questions about the photo that a staff member can ask a patient to help them make “connections” to something similar in their past. Cura’s leadership will also work to enhance staff communication by offering monthly nutrition education articles, café promotions and even create a festive atmosphere for employees who view the dining hall as more than just a place to eat, but a respite…an employee perk!
Speaking of perks, Cura’s Amanda Tidwell, a CFPM and director of dining services at Indiana State Psychiatric Hospital Network (ISPHN), is making an impact for staff by utilizing a suggestion box so that staff may have their favorite foods on the menu. “An employee recognition board even features the employee of the month, Cura service anniversaries, and a Birthday board where staff and patients’ birthdays are celebrated! We also honor our nurses with complimentary meals during National Nursing Week,” says Amanda. Recruitment and interview guidance tools are also provided to help keep teams engaged. Stay interviews help us to understand what motivates our people to come to work every day, and how we can make their job an experience positive!
“This is not just a job for us at Cura…through Completely Satisfied, our passion is to enhance dining experiences and the goals of our clients each and every day,” Ms. Spellman adds.
