There was an experience on the flight home that made me think about how we may treat the elderly sometimes. People may not mean to, or even be aware that they are, but sometimes the elderly are treated as children.
The flight attendant asked if I wanted cookies or peanuts. I wasn’t interested in either because I wasn’t feeling well. I asked what she had to drink, hoping some sort of diet white soda was available. Rather than answering my question, she literally leaned into my face and very slowly said, “No! Cookies or peanuts?!”
I was aghast at her condescending and patronizing attitude! After I calmed down a bit, I started thinking about times when I had, unfortunately, witnessed similar incidents in long-term care facilities. Rather than addressing the residents’ needs and answering their questions, how many times have we redirected them as though they were children so that we could finish our tasks?
Culture change really is about treating residents as individual adults. How we respond to them is critical!
Are there any stories you would like to share related to customer service and customer satisfaction?
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