When Did Screaming Become “Acceptable”?

You know, at Support For Home, we very strongly believe in customer service.  That includes not just our clients, but their families and representatives.

We also are passionate about providing the very best home care to our clients, whether they suffer from Alzheimer’s or other forms of dementia or COPD or Diabetes or Congestive Heart Failure or Arthritis or any of a myriad other issues with which they have to deal.  We value our clients and families very highly.

As a result of that, we only hire the best Home Care Aides – we can afford to, since we pay 20% to 30% more than other agencies.  So, when we send an employee to one of our clients’ homes, we know the probability that they are going to get great care is extremely high.

So, what’s the deal? 

Well, the deal is that we value our employees as highly as we value our clients.  And, we know when a client or family is essentially impossible to please.  When our Home Care Aides are abused, we fire the client.  When a family member wants to scream over the phone, rather than talk — and listen — we wish them the very best of luck in finding the care they want.  We will not be able to provide it.

So, I just don’t know when screaming became the acceptable form of discourse.  We choose not to participate in it.  That is especially the case when what is being screamed is false and defamatory.

When a wonderful Home Care Aide, who speaks flawless English, is married to a doctor here in Sacramento, has a Master’s degree from a university in her own country and is praised by her other clients is derogatorily referred to by the daughter as “that Nigerian woman!” we know we should wish the family well and hope they meet with a great social worker who can help them sort out what is really going on.

When the daughter claims — at the top of her lungs — that we called an hour before the shift to say there would be no one there, and I know I called four hours before the shift to indicate a great substitute would be there, because the “regular” had burst pipes, we get on with providing great care to the folks that we can talk to, rather than be screamed at. 

50 may be the new 30, but screaming is not the new conversational mode.

Best wishes, Bert


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