S.E.R.V.I.C.E.™ Gets Results
Revolutionizing Long-term Care from the inside out at your long-term care facility

Every organization believes it is committed to great service, but how many truly integrate it into every part of their day-to-day operations?  Service isn’t just about customers; it’s a leadership mindset that encompasses every part of an organization. And the leadership has to set the strongest example.

Susan Gilster & Associates has created the proprietary S.E.R.V.I.C.E.™ leadership model specifically for administrators of assisted and long-term care communities, based on many years of research and the hands-on experience of the SGA team.  When well-implemented, S.E.R.V.I.C.E.™ will infuse your facility with a completely new atmosphere, one that is centered in cooperation, support, satisfaction at all levels, and long-term success and sustainability.  S.E.R.V.I.C.E.™ is centered on the critical principals of Service, Education, Respect, Vision, Inclusion, Communication and Enrichment.  It’s a step-by-step process that will radically transform the culture of your organization, creating an environment rich for dramatic results. 

Follow-up research at a recent SGA client facility clearly illustrated the effects of S.E.R.V.I.C.E.™ when implemented over the long-term.  This CCRC had been overwhelmed by a lack of leadership longevity and the absence of a long-term vision.  One year after implementing S.E.R.V.I.C.E.™ with SGA’s help, the CCRC reported:

• Statistically significant improvement in staff satisfaction surveys
• Project savings of $688,000 in staff turnover
• Dramatic decrease in agency utilization
• Strong increase in census and financials

After 18 months, staff turnover remains in the single digits, dramatically down from the industry average of 50-100 percent. You can learn more about S.E.R.V.I.C.E.™ through Dr. Susan Gilster’s book, “Changing Culture, Changing Care:  S.E.R.V.I.C.E.™ First.”

If you are ready to take your long-term care facility from Chaos to Calm using Susan Gilster & Associates’ S.E.R.V.I.C.E.™ model, please don’t hesitate to call.