The psychology behind good customer service (and why it’s more important than you think)
By
Eleanor Feldman Barbera, Ph.D.
Jun 12, 2014
We may talk about the term “customer service” and ask our staff members to avoid public arguments in front of residents and family members. But nevertheless, volatile situations happen every...
COVID-19 caregivers, don’t forget to care for yourselves, too
By
Joel Landau
Jun 19, 2020
The coronavirus crisis is unlike anything our healthcare workers have ever seen. The hours are long, the workflow constant and the outcomes not always favorable. By June 2 over six million cases had been...
The tie between revenue and risk managment
By
Tim Goux and Scout Blount
Oct 20, 2014
By providing the best level of care, a provider will help ensure resident satisfaction as well as foster a positive work environment for employees. Poor quality will affect a provider’s revenue stream.
Are you losing prospective residents to one of the five senses?
By
Stephen Lewis
Apr 17, 2020
When visiting senior living and nursing facilities, potential residents and their families rely on their senses of sight and smell, and they make decisions accordingly. But even the warmest staff smiles...
7 steps to living leadership
By
Julie Thorson
Oct 09, 2019
When we consistently practice the little things in leadership, the dream big starts to materialize.
What I learned at the Pioneer Network conference
By
Joan Devine
Aug 30, 2019
Anyone who has planned a new program or process in their community, or has been in charge of a special event, knows that there are always “hiccups.”
Practicing gratitude to heal the soul
By
Tina L. Kies
Feb 01, 2017
Wednesday is “gratitude journaling” day at Shuksan and for the next 30 minutes these residents will reflect upon their day and the past week, thinking back on whether there was anything that...
Improving vision can help quality of life in LTC
By
Mark Milner, M.D.
Apr 18, 2016
AMD dramatically impacts quality of life, manifesting in greater social dependence, challenges maintaining independence and early admission to nursing homes.
How Montessori learning is unlocking new methods in dementia care
By
Anna Fisher, Ph.D.
Jun 11, 2014
I have always been fond of the Montessori philosophy. Even when my children were young, I searched for alternative schools where they could explore this type of learning. People ask me, “What is...
Neutrality an elusive concept in ‘site-neutral’ payment talk
By
James M. Berklan
May 19, 2016
It’s fitting we’re in the midst of Triple Crown season. That means it’s time to pick a horse as your next winner — and it could possibly be a very big winner.