1. Creating A Customer Focused Culture Chris Schmidt, C.E.O. Bobby Stephenson, Administrator Schmidt Wallace Healthcare Management Co.

2. Learning Objectives Leadership - Identify approaches to changing the way leaders think about quality Customer Expectations & Quality Culture - Create strategies that shift the cultural focus to customer expectations Staff Empowerment - Identify methods for empowering staff to respond to customers more effectively.

3. Learning Objectives Get out of the box Expand your comfort zone Be challenged Learn something new Learn something practical Meet someone new Have some F U N!

4. ICEBREAKER: MOVE IT, MOVE IT, MOVE IT!

5. Leadership The Schmidt Wallace Journey –Family business Chris Schmidt Patti Wallace –4 Facilities in Alabama Talladega Healthcare Center – 234 Beds, 1991 Albertville Nursing Home – 159 Beds, 1999 Hillview Terrace – 143 Beds, 2001 Shelby Ridge Rehab Select – 131 Beds, 2005 Over 850 employees

6. Leadership Our Vision “We exist to enhance the lives of those we serve and above all, we will keep our residents first!”

7. Leadership Core Values –Resident Centered –Respect –Devotion –Passion –Excellence/Quality

8. Leadership Key Business Philosophy –Residents first –Money follows care –Take care of your employees –Employee respect & involvement –Emphasize the C.N.A. –Create your own nurses –Permanent C.N.A./L.P.N. Assignments –Go above and beyond –Hands on supervisors and administrators –Offices - eliminate most of them

9. Leadership Administrator Best Practices –All Aboard the Bus –Values & Attitudes –Skills & Knowledge –Walk the talk –Firm, Fair and Consistent –First things First - Daily, Weekly, Monthly Routine –Key focus areas –Open Door & Visibility

10. Leadership Culture – What is yours? –Good vs. Great –Great vs. World Class –4 Star vs. 5 Star

11. Leadership Quality Journey –Dr. Edward Deming –Ritz Carlton –Health Dimensions –Disney –Fish Philosophy –Steven Covey –Dave Ramsey –Bryan Williams –Mark Blazey –Tim Case

12. Leadership Quality Award Process –American Health Care Association Talladega Healthcare Center – Step 1 & 2 Albertville Nursing Home – Step 1& 2 Hillview Terrace Rehab Select – Step 1 –Alabama Quality Award Talladega Healthcare Center – Level 1 & 2 Albertville Nursing Home – Level 1, 2, & 3 Hillview Terrace Rehab Select Level 1 Shelby Ridge Rehab Select – Level 1 –Quality Award Examining

13. Customer Expectations Customer Service Video Clip –Bon Qui Qui – King Burger –Five Easy Pieces – Jack Nicholson

14. Customer Expectations Customer Service –Gold Standards “Greet n’ Meet” “Escort Customers” “Don’t Pass” “Professional Manners” “It’s Not My Job” “PMA” “Take the Heat” “Yes I Can” “F.O.C.U.S” “Kidness Is Free, Give It Away”

15. Quality Culture Quality – Who defines your Quality and Culture? –Quality Expectations Setting and communicating quality expectations Demonstrating Quality Expectations –Grand Rounds –Random Rounds –Early A.M.

16. Customer Expectations Engage Me By Bryan Williams

17. Quality Culture Customer Engagement –Listen –Follow up, Don’t make excuses –Build the relationship –Resident & Family Council Employee Engagement –Involvement and inclusion –Customer Service Training TQM Week Orientation

18. Staff Empowerment Leadership Retreats –Strategic Planning Enhancement team –Personal Growth Fish philosophy First things First Balancing Family and Work Financial Peace –Teambuilding Outdoor Activities Indoor Activities

19. Staff Empowerment Enhancement Teams –Resident Enhancement –Employee Enhancement –Property Enhancement –Financial Enhancement –Customer Service Enhancement

20. Customer Expectations Win as Much As YOU Can!

21. Customer Expectations Win As Much As YOU Can! Payoff Schedule 4X’sLose 1 Point Each 3X’s 1Y Win 1 Point Each Lose 3 Points 2X’s 2Y’s Win 2 Points Each Lose 2 Points Each 1X 3Y’s Win 3 Points Lose 1 Point Each 4Y’sWin 1 Point Each

22. Staff Empowerment Teamwork –Cooperation vs. Competition The sinking ship Job Swap –Teams C.N.A. Advisory Team L.P.N. Advisory Team C.N.A. Mentor Program Suggestion Box Team Quality Improvement Teams

23. Staff Empowerment Play!

24. This Is Schmidt Wallace…