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Living Our Core Values: Truth, Excellence, Accountability, and Mercy
Starting in November, Kindful Health is launching our formal Excellence Initiative to further demonstrate our commitment to one of our core values: Excellence. Alongside Truth, Accountability, and Mercy, these values form the foundation of the Kindful culture we call T.E.A.M.
The Goal: Delivering 10 out of 10 Care
The Excellence Initiative reinforces our ongoing promise to deliver excellent, 10 out of 10 care to every patient and family we serve. Excellence means more than meeting expectations. It means ensuring that each family feels supported, cared for, and confident in the compassion and quality of our team.
We measure this commitment through the CMS CAHPS (Consumer Assessment of Healthcare Providers and Systems) survey, particularly the “Willingness to Recommend” question. Every family receives an emailed survey within 90 days of their loved one’s passing, and we actively encourage participation to better understand how our care impacts the families we serve.
Phase One: The Kickoff
Phase One focuses on awareness, education, and team engagement.
Key components include:
- A letter from the CEO included in every Admit Pack.
- A Conference Room Poster for team training.
- A large sticker or window cling placed in patient rooms to promote awareness.
- 10/10 Excellence buttons for team members to display on lanyards, nursing bags, or scrubs as a daily reminder of our shared goal.
These visual and personal touchpoints help unify our team under the same mission: to pursue excellence in every patient and family interaction.
Phase Two: Real-Time Feedback and Expanded Bereavement Services
Phase Two introduces an innovative text-based feedback tool that will allow families and referral partners to share their experiences in real time. This technology will also support our expanded bereavement program, allowing us to provide compassionate follow-up and grief support through convenient, meaningful text communication.
By meeting families where they are, we strengthen connection, improve responsiveness, and continue learning from those we serve.
The Pursuit of Excellence
As Vince Lombardi said, “We will chase perfection, and we will chase it relentlessly, knowing all the while we can never attain it. But along the way, we shall catch excellence.”
At Kindful, we believe every family deserves an excellent care experience. In life and in death, we only get one chance to do it right. Our goal is to ensure that every patient and family we serve not only receives the best possible care but also feels proud and willing to recommend Kindful.
