Participants should be aware of the following financial/non-financial relationships:
Petra Marquart, BA: Disclosure information not submitted.
In a world filled with fear and uncertainty, families seek peace of mind when entrusting their loved ones to a long term care community. Their hope is that their family member will be loved and cared for no matter what their challenges may be. However, it is almost impossible for long term care professionals to feel love for everyone in their care. But the truth is, it isn’t about feeling love…it’s about being loving. And the most honest way to be loving when caring for others is through extraordinary service.
For years, customer service has been considered a ‘retail’ requirement. But progressive facilities understand that without service, all they have is a building with beds! To maintain a competitive advantage, long term care communities must enhance their residents’ experience, calm their families’ fears, and overcome their staffing shortages and all of these can be achieved and sustained through extraordinary service.
Learning Objectives:
Explain why great service is critical in long-term care.
Operationalize communication with residents and family members’ expectations and values.
Discuss how to integrate the 7 Principles of Service in long-term care into practice (See ME; Hear ME; Talk with ME; Respect ME; Tell ME; Calm ME; Protect ME).