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
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
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
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...
Jacqueline Vance, RNC, CDONA/LTC
Jul 25, 2017
I am not sure we can create magical days for everyone in our long-term care facilities (though I have seen downright miracles for some short-term rehab patients!). But I do think we can create magical...
Ask the nursing expert … about improving customer service
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
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
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 psychology behind good customer service (and why it’s more important than you think)
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...
The Greatest Generation? These days, they’re more like the Forgotten Generation
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...