Happy to Oblige...

Customer service is not something Heritage employees deliver exclusively to our residents and their family members. Customer service is both internal and external. It is part of our daily routine and occurs with anyone Heritage employees come into contact with. In 2003, Senior Management identified a way for Heritage to remain a healthcare leader: evaluate the opportunity to improve customer service and communication.

A committee of five Heritage employees was chosen by Senior Management to develop the concept and take the program from idea to reality. The committee was given a mission statement from which to work: "To emphasize friendly and professional communication and interaction between and among employees, co-workers, family members, surveyors, vendors, volunteers, and anyone else we come into contact with during employment at Heritage Enterprises and its affiliates."

The fundamental goal of this initiative is simple: to improve communication at all levels throughout the organization. Clear channels of communication are the building blocks of excellent customer service. Through this most basic approach, the workplace setting for employees and the environment for delivery of care to our residents will be a positive one. With the objective to "empower and motivate each and every employee to create a friendly and respectful environment for the delivery of care which can be made a sustainable and permanent part of Heritage culture," Heritage will truly maintain its status as a leader in providing care for seniors.

In March of 2004, the initiative was officially named through a contest held company-wide. The result: "H to O-Happy to Oblige." The program has been rolled out in all Heritage owned and managed facilities, and company divisions. The overall response from the facilities has been positive.

The H to O program is another way Heritage Enterprises’ owned and managed facilities are working to continue our tradition of high-quality, personalized senior care. We are constantly striving to enhance our facilities for our residents, and open communication is just one piece of our efforts. No matter your relationship to Heritage – employee, resident, family, or friend – we are always Happy to Oblige.

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