Business Plan for Golden Hearts Senior Care

Introduction

The nursing industry for the elderly in the community gets faced with competition, challenges and individual firms are in a move to enhance customer satisfaction by improving service delivery (Kim & Gu, 2015). The Golden Hearts Senior Care is not an exception. The organization is based in Arizona and has been providing services to the old within the region. The Golden Hearts Senior Care has a mission which inclines towards excellent care services to elderly clients while maintaining their rights with care and compassion. Currently, the reviews for the organization has gone down especially the ratings offered by the employees. With able caregivers, the organization meets the consumers at their point of need by responding to their care needs with dedicated extraordinary care services.

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Assessment

The home care services have a broad market considering the rise in the population of the older adults in the USA (Losina, Thornhill, Rome, Wright, & Katz, 2012). The care services offered by Golden Heart Senior Care include memory, wholistic, transitional, house management, lifestyle support for the elderly, advocacy services for the old, education and counselling services. The organization has been thriving well according to the customers' review. It also has a track record of service in the industry for over 25 years. Continuity of the project will thus ensure success in the home care service industry. However, the project is greatly affected by the management due to poor remuneration towards the employees. Lack of employees' satisfaction limits organizational growth (Oyedele, 2013). According to the employees' review, the payments to the service offered are paid at lower rates and not paid on time. The dissatisfaction of the customers works against the organization's qualities, that is dignity, value, and compassion.

The competition in elders cares services is stiff as there are other organizations in the market including Potomac Senior Village and American House, with LifeScape Medical Association being the most competitive firm. The firm can acquire workforce easily from the active American population, therefore, can meet the needs of the consumers. The customers have the power to purchase the services as those requesting for home care services are employed. The homecare services have a potential threat of privatization. For instance, the government provides home care services for the elderly population in Ontario (Armstrong, Armstrong, & MacLeod, 2016). The industry is also likely to experience new entries as the number of homecare services requirement increase.

Action Plan

The management of Golden Heart Senior Care should ensure the satisfaction of the employees. The organizational success widely relies upon the employees; their motivation, innovation and job satisfaction (Sageer, Rafat, & Agarwal, 2012). (Benjamin & Ahmad, 2018) The administration must also respond to the feedback of the employees while still establishing a close relationship with them. For instance, Timely disbursement of the salaries and other benefits motivates employees (Benjamin & Ahmad, 2018). A proper communication channel can eliminate the poor employees' ratings as they would complain to the management and effective action get stimulated for growth and effectiveness.

Program Evaluation

To collect information on the weaknesses the customers should have a direct customer complaints panel where their grievances are assembled. Customers can be presented with customer review forms to acquire information on their satisfaction (Bross & Ehrig, 2013, October). The employees can get presented with a written questionnaire whereby the question can collect the views of the employees on the strengths, weaknesses and the possible strategies to improve the organization's services. Interviews conducted on the management team would aid in unlocking possible managerial loopholes.

Healthcare Executive interview

The interview with the Golden Hearts Health Executive found out that the organization is bound to the provision of services to the elderly members of the community. The mission of the Golden Heart Senior Care is the provision of exceptional quality services via compassionate caregivers to ensure the client's dignity, rights and independence of choice are met for a good finish. The services which include management of homes are delivered by highly qualified staff who are either employed on permanent basis or contract. There are also 24/7 services provided to the elderly who require close attention. The organization is also guided by values which include commitment and integrity, dignity and respect, self-determination, empowerment and advocacy, empathy and humour, innovation and progressive improvement. In response to the employee's complaints, the executive officer argued that the management intends to embrace inclusive leadership. Inclusive leadership enhances employee's openness in the sharing of ideas, creativity hence business success (Carmeli, Reiter-Palmon, & Ziv, 2010).

Conclusion

The Golden Hearts Senior Care has a dedication to correct the negative feedback from both the customers and employees for the success of the business. Through compassion and commitment, the organization has delivered services for over 25 years. Despite the poor ratings from the employees, the organization can meet the needs of the clients. In a bid to enhance competitiveness in the market, the firm must focus on the satisfaction of the employees (Trivellas, Reklitis, & Platis, 2013). Innovation is motivated by job satisfaction thus development (Laforet, 2013). Enacting strategies aiming at employee satisfaction is a significant business success strategy. Timely payments and effective response to the employee's complaints enhances job satisfaction.

References

Armstrong, P., Armstrong, H., & MacLeod, K. K. (2016). The threats of privatization to security in long-term residential care. Ageing International, 41(1), 99-116 URL: https://www.researchgate.net/profile/Hugh_Armstrong/publication/284812871_The_Threats_of_Privatization_to_Security_in_Long-Term_Residential_Care/links/5683074008ae051f9aee8e4d.

Benjamin, B., & Ahmad, P. (2018). Motivational Factors of Employee Retention and Engagement in Organizations. International Journal of Advances in Management and Economics, ISSN: 2278-3369, URL: http://managementjournal.info/index.php/IJAME/article/viewFile/233/222.

Bross, J., & Ehrig, H. (2013, October). Automatic construction of domain and aspect specific sentiment lexicons for customer review mining. In Proceedings of the 22nd ACM international conference on Conference on information & knowledge management (pp. 1077-1086, URL: https://dl.acm.org/citation.cfm?id=2505574). ACM.

Carmeli, A., Reiter-Palmon, R., & Ziv, E. (2010). Inclusive leadership and employee involvement in creative tasks in the workplace: The mediating role of psychological safety. Creativity Research Journal, 22(3), 250-260, URL: https://digitalcommons.unomaha.edu/cgi/viewcontent.cgi?article=1049&context=psychfacpub.

Kim, E. J., & Gu, M. O. (2015). Recognition for nursing competency importance, nursing competency level, and their influencing factors of nurses in the long-term care hospitals. Journal of the Korea Academia-Industrial Cooperation Society, 16(3),1989-2001, URL: http://www.koreascience.or.kr/article/JAKO201514751393801.page.

Laforet, S. (2013). Organizational innovation outcomes in SMEs: Effects of age, size, and sector. Journal of World business, 48(4), 490-502, URL: https://doi.org/10.1016/j.jwb.2012.09.005.

Losina, E., Thornhill, T. S., Rome, B. N., Wright, J., & Katz, J. N. (2012). The dramatic increase in total knee replacement utilization rates in the United States cannot be fully explained by growth in population size and the obesity epidemic. The Journal of Bone and Joint Surgery. American volume. 94(3), 201, URL: https://www.ncbi.nlm.nih.gov/pmc/articles/PMC3262184/.

Oyedele, L. O. (2013). Analysis of architects' demotivating factors in design firms. International Journal of Project Management, 31(3), 342-354, URL: https://doi.org/10.1016/j.ijproman.2012.11.009.

Sageer, A., Rafat, S., & Agarwal, P. (2012). Identification of variables affecting employee satisfaction and their impact on the organization. IOSR Journal of business and management, 5(1), 32-39, URL: https://s3.amazonaws.com/academia.edu.documents/34377954/E0513239__shakeela.pdf?AWSAccessKeyId=AKIAIWOWYYGZ2Y53UL3A&Expires=1547568153&Signature=j7RWCBdM47%2Bt0LIgODxD9waKCJ4%3D&response-content-disposition=inline%3B%20filename.

Trivellas, P., Reklitis, P., & Platis, C. (2013). The effect of job related stress on employees' satisfaction: A survey in health care. Procedia-social and behavioral sciences, 73, 718-726, URL: https://ac.els-cdn.com/S1877042813004035/1-s2.0-S1877042813004035-main.pdf?_tid=65c84580-a3c6-4b8d-8634-ab04bdb6e7a6&acdnat=1547564898_663f02ec8960165a2d6f376f78ed0081.