‘Culture of caring,’ innovation, seen as key to Garden Terrace’s success this year
Monday, December 6, 2004 - Roderick Benns
Garden Terrace has become the home that it is by building a caring culture and dedicating itself to creative innovation, according to administrator Karl Samuelson.

"I have always believed that the underlying causes of an organization's problems are not so much in the structure, the management or staff, but in the culture," says Karl.

He says people working in different cultures act in different ways.

"So if you wish to create an environment where residents are not just cared for, but are cared about, then you have to be authentic and be conscious of that goal every day. It won't happen on its own," says Karl.

Karl says dedicated individuals in every department at the Kanata home have embraced the unwritten rules that help form culture. These rules relate to resident-focused care, says Karl, and serve to create a welcoming energy for all stakeholders. He says culture formation also has to be about the kind of climate conveyed in the home and the quality of interaction between residents and staff.

Karl says that, beyond culture, Garden Terrace has also been dedicated to innovation and creativity.

"There is no shortage of examples of creative effort in 2004, some rather modest and others quite systemic," he says.

Karl says the home’s flax program is a systemic innovation that has benefited residents across the whole spectrum. There are several other examples of systemic innovations showing definitive results, such as skin care and Tena programs.

But Karl says there are many examples of innovation that might appear modest to some yet have a huge impact on the quality of life for residents.

"The signs that adorn each of our five floors and were created by our Office Manager reflects a home, rather than an institution," says Karl.

Karl notes that in one instance, a resident expressed great discomfort while sitting. After the resident’s chair was adjusted by Maintenance Manager Oscar Banos, her pain went away.

"So, major innovations and simple expressions of creativity each have their merit. What's important is that we have created an environment in which innovation and creativity is allowed to occur," says Karl.

When he thinks ahead to 2005, Karl says there is little doubt that the home must continue to build its people.

"We will do that by stressing the importance of our people being leaders, team builders, coaches, mentors and enablers. We will need commitment from our leaders and more experienced people in every department to work with and mentor our newer, less experienced staff," says Karl.

In this way, the experienced staff can help newer people apply their skills and support them as they become acclimatized to the home.

"This will allow everybody to perform more effectively and interact constructively. And who will benefit from this? Everybody, but most especially our residents."