What did you present on at the conference?
The topic of the presentation was about enhancing the dining experience in continuing care through service excellence. I co-presented with Van Phan, Aramark general manager. In the presentation we shared how Bethany developed a strategy to improve the resident experience related to hospitality services in response to the feedback from a Health Quality Council of Alberta survey report. Together with Aramark Canada, and using the feedback gathered from resident and family focus groups, we developed and implemented three key initiatives, including: flexible breakfast, attractive serve ware for modified texture diets and created a new position, director of culinary services. We discussed how the initiatives resulted in improved resident and family satisfaction, as well as enhanced staff work life satisfaction.
What was the best part about representing Bethany at the ACCA conference?
The best part was the sense of pride. Bethany is truly a leader in so many areas when it comes to quality improvement. It was exciting to share our teams’ great work with other providers, answer questions and also learn about initiatives underway in other organizations.
What is your favourite part about working at Bethany?
I have said this many times over the years, it really is the relationships – with residents, families, volunteers, colleagues and community partners. It is exciting to be part of an organization that desires to keep moving forward, leading the way in regards to improvements in best practices and service excellence to benefit our residents. I am always learning something new!
What is your personal philosophy?
My personal philosophy is to serve others with gratitude. I believe we have opportunities to do so in all aspects of our lives – family, friends, work and community. Bethany provides me with opportunities every day to serve others; the rewards are immeasurable.
What do you like to do in your spare time?
I enjoy spending time with my husband, family and friends. Some of my favourite activities include travelling, reading and spending time at our family farm.
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