How Teresian House Improved Operations to Amplify Positive Brand Perception

OVERVIEW

A daily necessity, mealtimes are often the most enjoyable time of day for residents in both short- and long-term care. This holds true at Teresian House in Albany, NY, where residents look forward to mealtimes as a part of their daily routine. So, when choosing an outsourcing partner, Teresian House found it essential that the provider and managing team of choice understood the importance and significance of how the services offered directly impact resident satisfaction.

It is critical to look beyond just standard food service. It’s a matter of having a successful total operation, improving approval ratings, and strengthening the reputation to bolster demand for the community’s services. Teresian House in Albany, NY, sought an outsourcing partner that understands the impact of food services on resident satisfaction. Partnering with Unidine improved operations, resulting in increased resident satisfaction, improved quality ratings, and enhanced brand reputation.

The level of concerns or complaints I receive is massively reduced, almost becoming very insignificant. The staff are very professional and have a deep knowledge of what they do. The director is a member of the team and the chefs, I personally know them.

Frank Yeboah, _{MS, LNHA, HSE, FACHCA}
Administrator| Teresian House

OPPORTUNITIES

Accommodating the varying likes and dislikes of the residents was proving challenging, especially as staffing shortages loomed.

Furthermore, adhering to the timeliness of delivery and dietary requirements is imperative for maintaining a proper level of resident satisfaction and a focus on food safety which substantially impact how a community meets regulatory requirements and expectations.

SOLUTIONS

A partnership with Unidine welcomed the scale and resources the parent organization CCL Hospitality Group (CCL) delivers. Unidine’s dedicated talent acquisition team extended the reach, drawing from adjacent sectors to leverage a larger talent pool that specializes in hospitality.

With a team in place, Unidine could implement operational protocols while ensuring what mattered most to the residents were considered every step of the way. The team brought on full-time chefs and now conducts weekly surveys to gather real-time feedback and adjust as needed. By remedying problems with solutions, the team provides residents with options that meet their preferences.

Additionally, by implementing structure and uniformity, operations improved to meet, if not exceed, critical quality measures and standards of care.

BENEFITS

Through executing consistency and efficiency in the operations, Teresian House has seen improvement in their overall star rating based on quality measures, making them a top choice for those seeking senior care services. With a structured team – rooted in professionalism and expertise – in place, residents feel the interactions are more personable and that their experience is a top priority.

The proactive approach to meeting operating needs while putting the resident experience first promotes the likelihood of positive word-of-mouth. Even with the high marks posted to state-level information sites, it is the stories and personal experiences that hold great significance, reinforcing the community’s reputation throughout Albany and the greater Capital Region.

This is what the partnership ought to be, where the friction is eliminated.

Frank Yeboah, _{MS, LNHA, HSE, FACHCA}
Administrator| Teresian House

OUTCOMES

• Resident satisfaction increased exponentially
• Individuals participating in the short-term stay are engaged and report positive experiences
• Improved discharge survey scores indicate measurable results
• Access to a larger talent pool due to the scale and resources of CCL talent acquisition
• Consistency in service and operations
• Improved quality measures and star rating
• Considerable reduction in survey deficiencies

Explore Partnering with CCL

Contact us today to learn more about how CCL can make a difference in your community.

GET IN TOUCH