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...
Be consistent, and make them expect it
By
Jacqueline Vance, RNC, CDONA/LTC
Sep 26, 2023
You would think that everyone would be aware of how critically important consistency is. It’s truly indispensable. Take being a parent for example. When you have a two-parent household, being aligned...
Two sheets to the win
By
Gary Tetz
Jun 30, 2022
Infinite call-center wait times. Delivery mix-ups and delays. Rude responses to reasonable requests. Promises unfulfilled. I hear there’s a cutting-edge business principle called “the customer is always...
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...
Managing customer relationships for long-term care
By
Stephen Dean
Jun 01, 2023
The long-term care industry has been slow to adopt CRM platforms, which can greatly improve the patient experience and senior care.
The lessons of Fuaja Singh
By
Shelly Mesure, MS, OTR/L
Apr 09, 2013
Fuaja Singh completed his last marathon in Hong Kong only a few weeks before he turned 102 years old recently. He said he feels it might be time to retire from running marathons, but he plans to continue...