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“You never get a second chance to make a first impression”. We all realize the importance of first impressions. That’s why we prepare with such care for that job interview or our first meeting with the new boss. We want to create a positive first impression.

So, how does that translate to the first 24 hours that a new resident will spend in our facility?  How can we make sure that the first 24 hours for a new resident and family member gets off to a good start? These questions about creating positive first impressions were pondered recently by participants at our culture change learning collaborative (see previous post on “The How of Change”).

To answer these questions, we first have to look ourselves critically from the perspective of a new admission. How has their day gone prior to their arrival? What are they thinking and feeling as they approach our building? What’s their first impression? Is it a good one? (Hint: As you answer these questions, think about entering your facility the way many patients do, lying on a stretcher and being rolled down the hallway.)

When residents and family enter a new place for the first time,  they are seeking anchors, meaning people or things that offer familiarity, safety or comfort.  Most are seeking reassurance that their needs will be met and that someone will be there to take care of them or their family member.

There are, of course, variables in how individuals want that reassurance conveyed. Some may want to know everything at once, so they know the range of options available to them. Others may want to bond with one individual and have time to process what’s happening.  Still others may need time to rest and recover from a long day before getting oriented. What almost no one wants is to be stripped down and “processed” by a total stranger within minutes of arrival!

Part of creating a positive first impression is to have organizational systems that work together to support residents and family members through the admission process. Communication and leadership become key components in creating a positive experience for new residents, so that nothing and no one slips through the cracks, no matter what  day or time an admission takes place.

Some ideas for improving the first 24 hours, discussed by our learning circle participants included:

• Taking and reviewing photos to gain a fresh perspective on how and what residents and family members see upon entering a facility.

• The importance of sound control in creating a positive first impression.

• Developing easy guides, similar to those provided in hotels, to convey basic orientation information, such as a listing of local TV channels or snack items available upon request.

• Assigning a “guardian angel” to a new resident to help with the transition period.

• Providing guest meals so that a new resident’s initial dining experience can be with family.

• Developing a Transition Care Team to focus on improving the transition process and to follow-up on the experience of new admissions.

What ideas do you have for creating a favorable first impression?