Long Term Care Customer Service Instructor's Guide

Long Term Care Customer Service Instructor's Guide PDF Author: Rob Anderson
Publisher:
ISBN: 9781495368790
Category : Business & Economics
Languages : en
Pages : 188

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Book Description
Rob Anderson has taken a fresh new approach to service of the elderly. His concise and clear suggestions and helpful check lists should make every front office, manager and nurse more effective and empathetic.

Long Term Care Customer Service Instructor's Guide

Long Term Care Customer Service Instructor's Guide PDF Author: Rob Anderson
Publisher:
ISBN: 9781495368790
Category : Business & Economics
Languages : en
Pages : 188

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Book Description
Rob Anderson has taken a fresh new approach to service of the elderly. His concise and clear suggestions and helpful check lists should make every front office, manager and nurse more effective and empathetic.

Long Term Care Customer Service Participant Workbook

Long Term Care Customer Service Participant Workbook PDF Author: Rob Anderson
Publisher:
ISBN: 9781497358300
Category : Business & Economics
Languages : en
Pages : 126

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Book Description
NOTE: PLEASE ALSO SEE THE INSTRUCTOR'S GUIDE. The Long Term Care Customer Service Improvement Program is designed to accelerate your skills and your resident's satisfaction. This course includes:• A systematic and simple method for improving customer service skills• Learning sessions as short as 15 minutes • Practical skills you can apply immediately to improve how you work with your colleagues and your residentsThe Customer Service Improvement Program provides consistent reinforcement of what's learned through dozens of role plays and other learning exercises, testing, repetition of the basic principles and immediate application.The evidence-based curriculum is designed to meet the objectives of key national long term care initiatives including the Advancing Excellence in America's Nursing Homes Campaign, Quality Assurance and Performance Improvement (QAPI), and the AHCA Quality Initiative.Through careful study of the dozens of 15 minute learning modules you will learn the importance of:1. Skillfully Resolving Intercultural Conflict2. Employing Strategies for Handling Conflict3. Asserting Yourself Respectfully4. Identifying Your Conflict "Style"5. Using Active Listening Skills Effectively6. Overcoming Barriers to Listening and Understanding7. Learning Why You Aren't Listening to Others8. Developing Rapport with Different Personality Types9. Managing Your Attitude10. Avoiding "Rapport Killer" Words and Phrases11. Tailoring Communication to Fit a Customer12. Improving Customer Interactions13. Managing Stress in a Long Term Care Facility14. Relaxing with Visualization and Abdominal Breathing 15. Understanding Who the Customers in Your Facility Are16. Communicating with Authority and Credibility17. Demonstrating the Power of Friendliness and Approachability18. Providing Excellent Customer Service at Mealtimes19. Understanding The Costs of a Dissatisfied Customer20. Identifying Customer Touch Points21. Adhering to Your Facility's Dress Code22. Reducing the Risk of Lawsuit23. Placing Your Facility Above the Competition24. Employing the Power of First Impressions25. Understanding Customer Expectations26. Building Relationships with Empathy and Compassion 27. Understanding Emotional Triggers28. Creating Unforgettable Customer "Experiences"29. Learning to Ask Questions Effectively30. Employing Strategies to Manage Difficult Customers31. Taking Effective Steps to Resolve Complaints...And many other critical skillsHuman beings are complex and our behavior consistently misunderstood. To enhance how we work together takes time and commitment. The Customer Service Improvement Program is an effective tool you can use to improve your skills and the lives of your residents.

The Health Services Executive (HSE)

The Health Services Executive (HSE) PDF Author: Keith R. Knapp, PhD, MHA, HSE, CFACHCA
Publisher: Springer Publishing Company
ISBN: 0826177336
Category : Medical
Languages : en
Pages : 432

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Book Description
Note to Readers: Publisher does not guarantee quality or access to any included digital components if book is purchased through a third-party seller. The Health Services Executive (HSETM): Tools for Leading Long-Term Care and Senior Living Organizations serves as a contemporary and comprehensive resource that addresses each of the core professional domains of practice and leadership essentials for long-term care administration students and professionals. With sections dedicated to postacute care settings, operations, leadership and management, this textbook covers information pertinent to the spectrum of senior living service lines – from inpatient rehab facilities, long-term acute care hospitals, nursing homes, assisted living, and residential care communities to home- and community-based services. It is a practical reference for both undergraduate and graduate students preparing to enter the field of long-term care administration and leadership, as well as for professionals transitioning to another line of postacute service. The textbook begins with a thorough history of the field, including the development of senior services in the United States. Section I then describes the components of customer care, supports, and services before transitioning into Section II, which addresses operations, including the core practice domains of effectively managing human resources, finances, and the environment. Section III offers a framework for leadership, covering strategic thinking and innovation, marketing and public relations, critical thinking and operation practice, customer service, and personal development. Case problems, discussion questions, leadership roles, high-impact practices, key points, and National Association of Long Term Care Administrator Boards (NAB) domain competencies conclude each chapter. Written by two highly experienced long-term care administrators, this textbook is intended for those preparing for the examinations administered by the NAB for the HSETM qualification or licensure for individual lines of service, such as for Nursing Home Administration (NHA), Residential Care and Assisted Living (RC/AL) and Home- and Community-Based Services (HCBS). Key Features: Provides best practices for leadership and management across the continuum of long-term care and senior living services Covers all five NAB professional practice domains: Customer Care, Supports and Services; Human Resources; Finance; Environment; and Leadership and Management Includes case problems, discussion questions, and more to foster critical thinking and decision-making skills Offers coverage of the most unique differences among service lines that are part of the HSETM initiative Weaves insightful quotes from industry leaders throughout chapters for practical tips and words of wisdom

Resources in Education

Resources in Education PDF Author:
Publisher:
ISBN:
Category : Education
Languages : en
Pages : 312

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Book Description


Customer Service Training for Healthcare Professionals Instructor Manual

Customer Service Training for Healthcare Professionals Instructor Manual PDF Author: Reba Haley
Publisher:
ISBN: 9780964659476
Category :
Languages : en
Pages : 178

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Book Description
Customer Service Training for Healthcare Professionals Instructor Manual is a resource for instructors using the paperback Customer Service Training for Healthcare Professionals. The instruction manual is written in English and Spanish for students, interns, and employees that are entering the healthcare workforce. The program based learning provides independent learning, encourages brainstorming and team building approaches. The learning approach is based on adults and is student-centered that is interactive, relevant, and practical in the healthcare industry. Customer Service Training for Healthcare Professionals Instructor Manual is written for healthcare educators, teachers and vocational and, medical instructors that teach students and interns or provide in-service training to employees that work with patients in hospitals, clinics, medical centers, or long-term care facilities. According to the Bureau of Labor, Statistics healthcare is the largest employer in the United States, and employment of healthcare occupations is projected to grow 18 percent from 2018 to 2026, much faster than the average for all occupations, adding about 2.4 million new jobs.Employers in the healthcare field are looking for people with good interpersonal skills that can practice excellent customer service. Healthcare is a business and employers want people to provide the best care to their patients. Often time's healthcare professionals overlook patients as customers; however, patients differ from other customers, in that they don't want to be ill or, a customer. The physician's office or hospital experience can be scary and confusing for patients. Therefore, students and interns and employees as healthcare professionals will learn how to be culturally aware, how to improve customer service, how to demonstrate professional workplace behaviors, achieve patient satisfaction, display empathy and provide quality patient care.

Long-term Care Facility Administration: Case Study Manual

Long-term Care Facility Administration: Case Study Manual PDF Author: United States Community Health Service
Publisher:
ISBN:
Category :
Languages : en
Pages : 236

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Long-term Care Facility Administration

Long-term Care Facility Administration PDF Author: Lois A. Crooks
Publisher:
ISBN:
Category : Long-term care facilities
Languages : en
Pages : 244

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Journal of Human Services Abstracts

Journal of Human Services Abstracts PDF Author:
Publisher:
ISBN:
Category : Social service
Languages : en
Pages : 492

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Long-Term Care Administration and Management

Long-Term Care Administration and Management PDF Author: Darlene Yee-Melichar, EdD, FGSA, FAGHE
Publisher: Springer Publishing Company
ISBN: 0826195687
Category : Medical
Languages : en
Pages : 392

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Book Description
"This concise guide to long-term services and supports introduces a broad array of topics and presents ideas on how to get more extensive information... A variety of graphs, tables, and charts make the information easy to understand. Overall the book is well-organized with chapters that can stand on their own... Readers considering going into long-term care management or administration would find this book a valuable tool."--Doodyís Medical Reviews This is a comprehensive reference for long-term care administrators, practitioners and students who want to understand the options, issues, and trends related to the effective administration and management of long-term care communities. The book is unique in its in-depth focus on what needs to be accomplished and the evidence-based information about what actually works. Multifaceted insights address the ever-changing world of the long-term care industry and offer best practices and model programs in eldercare. This multidisciplinary book covers the most crucial aspects of management including federal and/or state regulations required to provide long-term care services and operate long-term care communities. It offers advice on care at home, naturally occurring retirement communities, and continuing care retirement communities, client care, staff retention, preventing elder abuse and neglect, anticipating and managing litigation and arbitration in long-term care, aging and human diversity, Alzheimerís Disease, palliative care, care transitions, and much more. Distilling many years of practical, research and teaching experience, the authors provide the necessary tools and tips that will enable professionals to maximize the quality of care and the quality of life for older adults living in long-term care communities. Each chapter includes helpful pedagogical features such as learning objectives, case studies, effective practices, and/or model programs in eldercare. Key Features: Based on federal and/or state regulations required to provide long-term care services and operate long-term care communities Examines the complex operations of long-term care options for effective eldercare Highlights the most cost-effective practices and model programs in long-term care communities that are currently used throughout the United States Provides useful tips about client care and staff retention as well as marketing and census development, financing and reimbursement, and legal issues Promotes innovative collaboration between education, research, and practice that is reflected by the training of the editors and contributing authors

Departments of Labor and Health, Education, and Welfare Appropriations for 1967

Departments of Labor and Health, Education, and Welfare Appropriations for 1967 PDF Author: United States. Congress. House. Committee on Appropriations. Subcommittee on Departments of Labor, and Health, Education, and Welfare, and Related Agencies
Publisher:
ISBN:
Category : Executive departments
Languages : en
Pages : 1710

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Book Description