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Our Philosophy

Kind • Compassionate • Caring

At Tuscany Village, our staff is dedicated to providing our patients and guests a kind, caring, and compassionate environment where the focus is restoring our patients to their prior level of enjoying life. That same care and attention is achieved from hiring the right people and implementing the Barcelo Key Standards of Service.

Barcelo Care Key Service Standards

  • I will make positive eye contact with all guests and staff members and will greet them with enthusiasm every time I see them
  • I own and take immediate action to meet a guest’s need or problem
  • Cleanliness of the facility and facility grounds is my responsibility
  • I am proud of my professional appearance, language and behavior
  • It is my personal responsibility to help all staff members and guests so that their needs are met
  • Each employee will continuously identify defects throughout our facility by reporting and resolving the deficiency
  • I understand that 95% of attitude communication is non verbal, and is communicated by eye contact, facial expression, tone of voice and body language
  • It is my responsibility to reduce wait times for guests and fellow staff
  • I am responsible for protecting and caring for our residents
  • I must exhibit compassion to all of our guests
  • I will never make an excuse when a guest confronts me with a problem.  Instead, I will listen intently, apologize if necessary, and resolve the problem.  I will also thank the guests for giving us the opportunity to fix what is wrong
  • Prior to entering a guest’s room, I will always knock then introduce myself
  • Prior to leaving, I will always ask if there is anything else the guest needs
  • I will perform at a level I expect of others
  • When a guest or fellow staff member asks for assistance, I will never create the perception that I am too busy to assist
  • Our team members are the company’s most important assets
  • When blinking, I will never ignore a resident’s call light. I will immediately respond, inquire as to their need and work to resolve it appropriately
  • I will never say, “It’s not my job”
  • I will always address residents by their first or last name
  • I will always answer customer with “yes sir, no sir, yes ma’am” or “no ma’am
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