I’m a big advocate of taking small steps in the direction of change. Perhaps your organization isn’t in the position of being able to upgrade the health insurance package or to install an onsite...
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...
Emergency department efficiency vs. customer service
By
Kristyna Culp
Sep 26, 2014
In healthcare, not all “wasted time” is truly wasted. In fact, some of the most important aspects of healthcare are less than 100% efficient. Of course, we can and should strive for greater...
The Greatest Generation? These days, they’re more like the Forgotten Generation
By
John O'Connor
Mar 07, 2014
It’s all but impossible to read “The Greatest Generation” without being impressed by the people now residing in senior living settings. As Author Tom Brokaw points out, these folks dealt...
Putting a conference in the happiest place
By
Elizabeth Newman
Jun 16, 2014
Far and away, the most pleasant conference experience I have had was in Anaheim, CA, last week, where NADONA held its annual conference. That is because of the Disney experience, and the fact it brings...
The Sasha Experience
By
Gary Tetz
Feb 27, 2014
It’s been a rough day for good customer service, and since you live and work in a profession dependent upon it, I’m sharing these still raw and painful experiences because I believe they’ll...