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...
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.
My gas station utopia
By
Gary Tetz
Jan 20, 2023
Many long-term care administrators know how to foster that kind of environment already, but I might just have to drive the rest of them over to my gas station to observe and somehow assimilate their methods...
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...
Ask the nursing expert … about improving customer service
By
Angel McGarrity-Davis, RN, CDONA, NHA
Oct 01, 2014
I’m a new unit manager and I see a lack of good customer service. What can I do?
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...
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...
Shock ’em with action
By
Gary Tetz
Mar 01, 2014
On a scale of A to 17, with one being “Always” and red being “Parsnips,” how would you rate your experience with customer satisfaction surveys? I’m sure most of you use them,...
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...