Customer Satisfaction

The Niagara Lutheran Health System is an organization committed to customer service excellence as evidenced by the positive remarks we have traditionally received from residents, their families, staff and others who have had a Niagara Lutheran experience throughout the years. In 2005 we recruited a Customer Service Coordinator and initiated our own People First program − an on-going program designed to help us ensure that the Niagara Lutheran Health System remains a great place to work, a comforting home for residents, a caring facility for patients, and a welcoming place for families, friends and volunteers for many years to come.

Our Customer Service Coordinator teaches, coaches, encourages and supports customers within our organization to demonstrate our core Niagara Lutheran Health System values and to fulfill our mission. Being part of the Human Resources department allows the Customer Service Coordinator to align strategic initiatives and goals to support the recruitment, retention, and training of employees. Workforce development methods include individual and team coaching, leadership development training, customer service training, employee hiring, orientation, evaluation, retention process/performance improvements, and increased employee communication, recognition, and rewards. For more information about People First, click here.

Quality First

The American Association of Homes and Services for the Aging (AAHSA) is one sponsor of the Quality First Initiative, a nation-wide effort to promote and ensure outstanding care and service in health care. In 2004 the Niagara Lutheran Health System Board approved our participation in this effort, and Jurgen Arndt, President/CEO, formed a core team to handle this project.

The first step was for the board of directors to re-evaluate our mission statement and values, which will serve as our guide for the entire process. Our mission statement now reads, "To provide for the social, physical and spiritual needs of the individuals we serve, in a Christian environment." To view a PDF of our mission statement and core value explanations, click here.

Workgroups were formed, and we reaffirmed our mission as a not-for-profit provider and restated our values as an organization. Customer service was identified as an area to concentrate efforts on, and a corporate-wide initiative called People First is underway that will enhance our strong clinical and technical skills with hospitality skills training. The program reinforces the importance of each employee's role in achieving high customer satisfaction.

The Niagara Lutheran Health System's participation in the Quality First initiative is one more example of the organization's outstanding commitment to those we serve. We are one of a very select number of care providers participating in this effort.

Below are some comments...

received through our regularly conducted Customer Satisfaction Service Surveys:

"I see true caring for each patient who truly needs this love and support. I feel truly at ease knowing my mom is at your home and now her home,"
Daughter of a resident at the Niagara Lutheran Home & Rehabilitation Center

"Your total commitment to your residents - the kindness, compassion, and the smiles that are so evident tells it all - Thank you!"
Family member of a resident at GreenField Health & Rehabilitation Center

"Thank you, God, for my home at The GreenFields you are all doing a great service to the older generation. Thank you - love you all"
GreenField Court resident

"What I like best is the congeniality of residents and staff, apartments in assisted living, the continuing care concept, and an abundance of activities."
GreenField Manor resident

"We have experienced many facilities, and Lutheran Church Home is #1 with us."
Family of Lutheran Church Home resident