How can the home Hot Meals service be made even more enjoyable for its clients and how can the service attract new clients?
Gelotology went round with the people delivering the meals to observe clients and ask them questions. Almost half of them said that they regularly feel lonely. Research and studies of the literature confirmed this statement.
After analysing the internal process the idea was launched for the meal-providers not only to deliver meals to the clients’ home, but also for them to sit down at the table with the person(s) and eat with them. Now, their route is planned in such a way that the address where the provider is to have lunch with the ‘client’ that day is always the last address on that particular route.
How can the colleagues and clients of the various areas of care within the care company make each other’s day more enjoyable?
The requirements, needs and strengths of each area of care were examined carefully. One of the findings was a request from child-minders wanting inspiration about how to provide new activities that would make the kids’ days more interesting.
A digital activities calendar was started to provide maximum cross-fertilisation between the various the different care departments within the company. Any noteworthy information and events (birthdays, anniversaries, discharge from hospital, etc.) are added to the calendar. The child support team can then use these activities on which to base their practical assignments with the children. For example, birthday cards were made during the childcare session for the birthday of a resident of the residential care centre and then presented ‘live’.
How can a day centre enable its visitors to get more enjoyment out of their day?
Several visitors to the day centre were shadowed for a day. From the time they were picked up at their door until they were dropped back again in the evening. Staff were also asked questions.
The day centre was renamed as ‘Pluk-de-Dagcentrum’ (‘Seize the Day Centre’), a daily reminder for everyone that the aim is to enable everyone who goes to the centre to try and get as much as possible out of their day. Service Design programmes have now been initiated to define what that day should contain.
Service design is an essential tool in the toolbox of any organisation. It has the power to change people’s behaviour, increase customer satisfaction and loyalty and make your organisation stand out from the competition. We will be happy to talk with you, obligation-free, about where Gelotology can make a difference in your organisation.