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.
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.
Author: Kelly Smith Papa
Publisher: Hcpro, a Division of Simplify Compliance
ISBN: 9781556452857
Category : Long-term care of the sick
Languages : en
Pages : 0
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Book Description
Annotation 40 Essential In-Services for Long-Term Care: In-Services for Long-Term Care: Education for Frontline StaffKelly Papa, MSN, RN40 Essential In-Services for Long-Term Care: In-Services for Long-Term Care: Education for Frontline Staff is composed of 40 in-service training lessons that help facilities comply with CMS requirements to deliver in-service training for their certified nursing assistants and all frontline staff. The in-services included in this book cover the most essential topics in long-term care and correlate with CMS initiatives, including Alzheimer's and dementia care, infection control F-tags, restorative care, and HIPAA. Each in-service is prescriptive in how to conduct lessons, provides concrete learning activities, and includes a post-lesson test to verify staff comprehension along with a certificate of completion to document participant training hours. This book enables long-term care facilities to:Provide a wide variety of quality, easy-to-access in-service education for CNAs and frontline staffKeep the level of facility education consistent for frontline staffCheck the competency of floor staff for each in-serviceEnsure in-services are linked to quality care and in line with QAPI committee measurementsAddress deficiencies in infection control, QAPI, competency management, etc. This resource provides:More than a year's worth of training to satisfy CMS requirementsPractical education for nursing staff on the important long-term care topics that impact their work dailyTime-saving guidance for educators on conducting lessonsDownloadable learning activities, games, and quizzes to modify or use as you wishPost-lesson tests to validate comprehension Certificates of completion to document staff training hoursTable of Contents:Resident EducationArthritisHIPAATube Feeding and Oral CareCommunicationDysphasiaMultiple SclerosisParkinson's DiseaseProfessionalism and AccountabilityCultural DiversityKidney DiseaseReadmissionsEthicsCaring for CathetersAmputee CareAssistive DevicesAlzheimer'sAbuse and NeglectBehavior ManagementBloodborne PathogensDementiaDepressionDiabetesEnd of LifeHeart ComplicationsIncontinence and ConstipationInfection ControlMalnutrition and DehydrationMental IllnessNutritionStroke and SeizuresSkin CareVital SignsOxygen TrainingPain ManagementPersonal CarePsychosocial IssuesRange of MotionRespiratory Disorders.
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
Author: Institute of Medicine
Publisher: National Academies Press
ISBN: 0309132746
Category : Medical
Languages : en
Pages : 344
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Book Description
Among the issues confronting America is long-term care for frail, older persons and others with chronic conditions and functional limitations that limit their ability to care for themselves. Improving the Quality of Long-Term Care takes a comprehensive look at the quality of care and quality of life in long-term care, including nursing homes, home health agencies, residential care facilities, family members and a variety of others. This book describes the current state of long-term care, identifying problem areas and offering recommendations for federal and state policymakers. Who uses long-term care? How have the characteristics of this population changed over time? What paths do people follow in long term care? The committee provides the latest information on these and other key questions. This book explores strengths and limitations of available data and research literature especially for settings other than nursing homes, on methods to measure, oversee, and improve the quality of long-term care. The committee makes recommendations on setting and enforcing standards of care, strengthening the caregiving workforce, reimbursement issues, and expanding the knowledge base to guide organizational and individual caregivers in improving the quality of care.
Author: Patrick M. Reilly
Publisher:
ISBN:
Category : Anger
Languages : en
Pages : 68
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Book Description
Author: Graham D. Rowles
Publisher: Springer Publishing Company
ISBN: 0826194575
Category : Social Science
Languages : en
Pages : 512
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Book Description
This comprehensive graduate textbook focuses on the full spectrum of long-term care settings ranging from family and community based care through supportive housing options to a variety of institutional long-term care alternatives. Integrating theory and practice, the book features the perspectives of diverse fields regarding current long-term care options and new directions for the future. Prominent scholars from history, environmental design, family caregiving, gerontology, social service delivery, clinical care, health service delivery, public policy, finance, law, and ethics explore such themes as: Relationships among independence, dependence, and interdependence Ethical considerations in the provision of long-term care Decision-making in long-term care Fluidity and transitions in long-term care The lived experience of long-term care A micro-macro perspective ranging from the individual to societal institutions The book examines future directions for long-term care, considering such factors as the interface of technology and long-term care, cultural diversity, and relationships between voluntary and paid services. Each chapter includes case examples, study questions, and exercises, additional resources, and website links. The appendices provide a glossary and a list of acronyms. Instructorís resources are also available. Key Features: Focuses on the full array of long-term care options Integrates theory and practice Incorporates the perspectives of diverse fields including history, environmental design, family caregiving, social services and public policy Includes numerous case examples, study questions, exercises, and additional resources Considers new approaches to long-term care incorporating technology and considering cultural diversity and the relationship between voluntary and paid services
Author: Atlantic Publishing Group, Inc.
Publisher: Atlantic Publishing Company
ISBN: 1620230712
Category : Medical
Languages : en
Pages : 204
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Book Description
Author: Jill R. Beavers-Kirby
Publisher: Elsevier Health Sciences
ISBN: 0323608469
Category : Medical
Languages : en
Pages : 719
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Book Description
Written by NPs and PAs who have a wealth of experience in the care of older adults across all practice settings, Gerontology and Geriatrics for NPs and PAs takes an evidence-based approach to both gerontology and geriatrics, incorporating the latest national and international guidelines and standards of care. This first-of-its-kind text takes an interprofessional, teamwork-based approach that reflects Interprofessional Education Collaborative (IPEC) core competencies, as well as the unique perspectives that NPs and PAs each bring to the collaborative care of older adults. Covers both primary care and acute care of older adults and fully addresses both graduate-level and practitioner core competencies necessary for optimal care of older adults. Places a strong emphasis on wellness (including nutrition and the Healthy People 2020 targets), normal aging, common syndromes of aging, disease management, patient safety (particularly in acute care settings), and a patient-centered care approach. Features vibrant, full-color illustrations, a full-color design for ease of navigation, and graduate-level learning features that include Key Points at the end of each chapter for quick reference and exam preparation. Addresses a wide range of topics specifically focused on the common medical problems of older adults, with chapters logically organized for efficient study and quick clinical reference. Evolve Instructor site with an image collection and test bank is available to instructors through their Elsevier sales rep or via request at https://evolve.elsevier.com.
Author: HHS Policy Information Center (U.S.)
Publisher:
ISBN:
Category : Human services
Languages : en
Pages : 602
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Book Description
