Cura’s Completely Satisfied customer service experience platform for senior living is designed to drive diversified resident preferences, unforgettable culinary and hospitality, all while helping administrators reduce employee turnover and spending…affecting a healthier and more satisfying bottom line!
Completely Satisfied is a totally immersive program and philosophy that covers new culinary standards, service training and a way to increase innovative hospitality through a series of Milestones: Milestone One, Service Excellence; Milestone Two, Communications Practices; and Milestone Three, Dining Experiences. The entire program is extremely comprehensive and requires about 9 to 12 months to fully implement in a community. The extensive implementation period is needed to ensure the program becomes part of the culture of the community.
Cura’s Completely Satisfied was first introduced to the acute care market as a patient experience model in 2012. Designed to align with its hospitals’ missions and more importantly, bolster Press Ganey scores and other patient satisfaction metric, Completely Satisfied supports hospital administrators prioritize their focus on healthcare operations – leaving high-quality food and hospitality to the experts!
As the success of Completely Satisfied grew with hospital clients, senior living saw the value of what a customer service program could bring to the table. But, on March 11, 2020, the World Health Organization (WHO) declared COVID-19, the disease caused by SARS-CoV-2, a pandemic. Customer service was even more essential to elevating dining, and engaging residents and older adults who were isolated from the world. Senior living clients quickly embraced this new customer service program as they experienced a dramatic improvement to resident satisfaction, while using Completely Satisfied as a marketing tool to help build their census.
In 2023, Cura reinvigorated Completely Satisfied, taking customer service to new plateaus where a dynamic and more robust training of our team members helps to transform not only the patient experience, but elevates resident life from the every-day meal service to the extraordinary!
Operators who have completed Milestone One have a thorough knowledge of Cura’s culinary standards including how to plate and present foods to Service Excellence 101 which is key to creating memorable experiences. Service Excellence is an eight-module wait staff training program designed to provide service etiquette tools and training that help servers embrace the physical aspects of the job like setting and clearing a table. Servers also learn how to provide seamless attentive service, understand the residents’ generations, while creating genuine interaction with them and their guests.
“Residents have expressed a noticeable difference. Harry is a resident of Menno Haven’s Brookview Community in Chambersburg, PA. Pictured with Server Abby Slimmer, Harry dines at all of our dining venues including Chestnut Landing, Cypress Cafe, The Life Center Grille, and About Thyme Bistro. He enjoys how the team always knows his name, is greeted with a smile, and how well the dining room is set when he dines at Chestnut Landing, our formal restaurant. Completely Satisfied helps us to create these authentic and heartfelt experiences,” says Cura District Manager of Culinary Services Jeremy Fry.
