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Renewal also stems from the passionate work of tenured staff. Executive Director, Cathleen Stewart, opened the evening with remarks about the power the staff have as a team to innovate and make a difference in the lives of residents at Pine Run and Lakeview. Effusive in her praise, Ms. Stewart said, “I have seen you all in action, and we are celebrating the services you provide individually and collaboratively to ‘make their day’ special and fun.”
‘Making Their Day’ is the 2012 customer service theme underscored by Anne Bobek, Senior Director of Human Resources, as she introduced Mary Beth Baringer, Director of Education. “These days customer service programs are more vital than ever, says Bobek, and Mary Beth’s creative approach to education gives us the edge in equipping our staff to serve patients better.”
“The more we connect the caregivers to the patient experience, the better it plays,” says Baringer, who enlists the help of physicians at Doylestown Hospital, as well as former patients to conduct training sessions. A variety of hands-on demonstrations, games, and multi-media presentations keep associates informed about advances in geriatric medicine, orthopedic treatments, nutrition, and safety. “It is a big job, says Bobek, considering that we have almost 450 staff matriculating through Mary Beth’s programs. We have been fortunate to have her for 20 years.”
Anita Brooks, Manager of Special Care and Companion Services, finds herself thrust into unique situations on a regular basis. On any given day she juggles requests for services ranging from meal delivery to transportation, and pet sitting services. One of her joys is glimpsing snippets of each resident’s personality that she and her team of caregivers can tend to individually. “Recently I was able to purchase apples for a 90 year-old female resident who was yearning to bake an apple pie, said Anita. “She doesn’t drive so I picked up her favorite baking apples. I feel lucky to work in a community still charmed by the simple pleasures in life.”
“I have a sense of accomplishment because of higher occupancy levels and positive patient satisfaction scores achieved in the past year, says Cathleen Stewart, Executive Director. If we treat our employees well, then the customer service we want for our residents and families will flow from that focus.”
Owned by Doylestown Hospital, Pine Run is a non- profit provider of independent living for men and women living the bonus years. Additional levels of personal care, post-surgical rehabilitative therapies, secure Alzheimer’s care, and skilled nursing are also available to the local community.
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Anita Brooks was honored for 25 years of service on January 25, 2012. Pictured left to right…
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Maria Santangelo, Senior Director of Wellness Spectrum
Cathleen Stewart, Executive Director
Anita Brooks, Manager of Special Care and Companion Services
Anne Bobek, Senior Director of Human Resources |
