I toured with a family today and we had a candid discussion about the “rehab facility” where Mom is currently and where I will soon be releasing her from with her family’s eternal gratitude.
In recounting Mom’s nightmare experience at this other “rehab center”, they told me about a specific and most egregious issue.
Now I try very hard not to solicit feedback for other facilities and/or to interject with my commentary when families pro-actively decide to vent to me about their prior experiences.
I simply reassure them that at Regency Mom will be able to thrive as she deserves in the most caring and compassionate environment possible.
Today, however, when I heard this specific complaint recounted by the family, my knee jerk reaction was very quick. My jaw dropped and I uttered one disbelieving word; “HUH!?”
The family looked at me and responded with 3 words; “yes, we know.”
Actually, between our 4 shared words we had an entire conversation!
These 4 words were replete with unspoken questions, untold aggravation, total disbelief, sad confirmation and my unspoken commitment to be better and do better – because WE ARE BETTER AT REGENCY. MUCH BETTER!
You see, my friends, “HUH” is a universal term that means the same thing in every language.
In fact, it is amazing how the dynamics of human conversation gave shape to a word that knows no boundaries.
Read all about it by clicking on the link below, it will make you smile for sure.
