Category: Customer service

Why (culture) change is so hard and what to do about it

Posted by Dr. El - July 6, 2017 - Business Strategies, Customer service, McKnight's Long-Term Care News, Motivating staff, Resident care
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Here’s my latest article on McKnight’s Long-Term Care News: Why (culture) change is so hard and what to do about it The team huddled around the nursing station talking in panicked whispers after the management meeting ended. “How do they expect us to do that?” a young nurse wondered. “Yeah,” an aide replied, “we’re stretched […]

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Insights on family-friendly care from Dr. El — the daughter of a new resident

Posted by Dr. El - April 26, 2017 - Business Strategies, Customer service, Engaging with families, McKnight's Long-Term Care News, Personal Reflections

Here’s my latest article on McKnight’s Long-Term Care News: Insights on family-friendly care from Dr. El — the daughter of a new resident Due to a series of unfortunate events, both of my previously independent parents were recently injured over the course of five weeks. In the past, I’d been the granddaughter, the niece and […]

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Join me for the ‘Relaxed Lane’ challenge!

Posted by Dr. El - March 1, 2017 - Customer service, Inspiration, McKnight's Long-Term Care News, Volunteering

Here’s my latest article on McKnight’s Long-Term Care News: Join me for the ‘Relaxed Lane’ challenge! Denise B. Scott, president of Drive Consulting, posted an intriguing story on LinkedIn the other day about a Scottish supermarket that partners with Alzheimer Scotland to help those with memory loss. The workers are trained to understand how to […]

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Correcting long-term care’s image problem

Posted by Dr. El - February 15, 2017 - Business Strategies, Common Nursing Home Problems and How Psychologists Can Solve Them, Communication, Customer service, McKnight's Long-Term Care News, Resident education/Support groups, Role of psychologists, Transitions in care

Here’s my latest article on McKnight’s Long-Term Care News: Correcting long-term care’s image problem Long-term care has an image problem. For a variety of reasons, we aren’t associated with good times. There are things we can do to turn this around, though, starting with the perceptions of our residents. Most people who come to live […]

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Enhancing the value of LTC by making family visits more rewarding

Posted by Dr. El - December 22, 2016 - Business Strategies, Communication, Customer service, Engaging with families, McKnight's Long-Term Care News, Tips for gifts, visits

Here’s my latest article on McKnight’s Long-Term Care News: Enhancing the value of LTC by making family visits more rewarding In his Dec. 6 McKnight’s Senior Living column, Editorial Director John O’Connor reported on a senior living center in Jiangsu province in China that offers cash rewards to people who visit their loved ones. Ten […]

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Free Gift! Holiday Savings! New LTC resources from some of the best

Posted by Dr. El - December 7, 2016 - Books/media of note, Bullying/Senior bullying, Business Strategies, Common Nursing Home Problems and How Psychologists Can Solve Them, Customer service, Dementia, Engaging with families, McKnight's Long-Term Care News https://www.amazon.com/Savvy-Residents-Guide-Everything-Nursing-ebook/dp/B009Q38X8I/ref=tmm_kin_swatch_0?_encoding=UTF8&qid=1480881355&sr=1-1

The Savvy Resident’s Guide can help set reasonable expectations for your new residents and families, leading them to view their stays in a more favorable light. To see how, download a FREE Kindle version between December 7-9th and take advantage of Holidays Savings of 20% off bulk orders of 25 or more copies through Friday, December […]

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3 surprising reasons to strengthen your resident council

Posted by Dr. El - October 11, 2016 - Business Strategies, Communication, Customer service, McKnight's Long-Term Care News, Resident/Family councils

Here’s my latest article on McKnight’s Long-Term Care News: 3 surprising reasons to strengthen your resident council When it comes to resident councils, it’s often thought that an active resident council might seem good in theory, but that it’s offset by the amount of staff time required to devote to the process and concern that […]

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‘Healthwear’ and other culture changes

Posted by Dr. El - August 2, 2016 - Customer service, For Fun, Inspiration, McKnight's Long-Term Care News, Resident care, Technology, Tips for gifts, visits

Here’s my latest article on McKnight’s Long-Term Care News: ‘Healthwear’ and other culture changes My mother has a knack for taking something awkward and, as she puts it, “turning it into a feature.” For example, the previous owners of our family home placed the living room couch in front of a protruding radiator so that […]

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Racism and LTC

Posted by Dr. El - July 19, 2016 - Business Strategies, Communication, Customer service, Engaging with families, McKnight's Long-Term Care News, Motivating staff

Here’s my latest article on McKnight’s Long-Term Care News: Racism and LTC A friend of mine called me this week, upset about the racial tension making headlines in the news. We discussed what we could do as individuals to improve the situation. “I called a friend of mine of a different race,” she said. “I […]

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NYTimes: Too Old for Sex? Not at This Nursing Home

Posted by Dr. El - July 14, 2016 - Books/media of note, Business Strategies, Customer service, Resident education/Support groups, Something Good About Nursing Homes

Food for thought in this New York Times article: Too Old for Sex? Not at This Nursing Home By WINNIE HU JULY 12, 2016 When Audrey Davison met someone special at her nursing home, she wanted to love her man. Her nurses and aides at the Hebrew Home at Riverdale did not try to stop […]

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