Category: Customer service

Enhancing quality of care through design

Posted by Dr. El - February 15, 2018 - Business Strategies, Customer service, Inspiration, McKnight's Long-Term Care News, Resident care, Tips for gifts, visits
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Here’s my latest article on McKnight’s Long-Term Care News: Enhancing quality of care through design Last week, I attended an accessible design symposium at the Cooper Hewitt Museum in New York City to see what ideas I could use with elders in long-term care. Through listening to the symposium speakers, reading descriptions of works featured […]

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Self-disclosure: What your staff needs to know about revealing personal information to residents

Posted by Dr. El - January 18, 2018 - Communication, Customer service, McKnight's Long-Term Care News

Here’s my latest article on McKnight’s Long-Term Care News: Self-disclosure: What your staff needs to know about revealing personal information to residents As “Eileen” suggested in the comments section of a recent “Dr. El” blog, disclosing personal information can be a good way to establish a more intimate connection with residents. While self-disclosure can create […]

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Home, small home

Posted by Dr. El - November 22, 2017 - Business Strategies, Customer service, McKnight's Long-Term Care News, Motivating staff, Resident care, Something Good About Nursing Homes

Here’s my latest article on McKnight’s Long-Term Care News: Home, small home In 2014, I wrote, “I finally visit a Green House (and it blows my mind).” The Green House is designed with a spacious common area, private bedrooms and showers, unobtrusive medical items and universal workers practicing person-centered care. The model shows that it’s […]

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Readmission prevention: The role of post-acute providers

Posted by Dr. El - October 25, 2017 - Business Strategies, Customer service, McKnight's Long-Term Care News, Transitions in care

Here’s my latest article on McKnight’s Long-Term Care News: Readmission prevention: The role of post-acute providers Long-term care providers have an opportunity to thrive with value-based care, escape cynicism and join the growing wave successful at avoiding readmissions. Last week, I was part of a panel discussing readmission prevention at the National Readmission Prevention Collaborative’s […]

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How do they sleep at night?

Posted by Dr. El - October 12, 2017 - Customer service, McKnight's Long-Term Care News, Resident care

Here’s my latest article on McKnight’s Long-Term Care News: How do they sleep at night? Perhaps you’ve heard about the administrator who spent a week as a resident in his long-term care facility. After being roused from sleep daily to receive medications that could have been dispensed later in the day, he banned his physicians […]

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Disaster communication: A tale of two mothers-in-law

Posted by Dr. El - September 28, 2017 - Anecdotes, Business Strategies, Communication, Customer service, McKnight's Long-Term Care News, Resident care, Stress/Crisis management

Here’s my latest article on McKnight’s Long-Term Care News: Disaster communication: A tale of two mothers-in-law Both of my mothers-in-law live in long-term care communities in Florida. (I’ll keep the backstory about having two MILs a mystery.) One MIL lives in a place that was excellent about how they communicated with family members before, during […]

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Calming fears of floods and other catastrophes

Posted by Dr. El - August 31, 2017 - Communication, Customer service, McKnight's Long-Term Care News, Resident care

Here’s my latest article on McKnight’s Long-Term Care News: Calming fears of floods and other catastrophes By now it’s likely that you, your staff, the residents and their families have seen the incredibly disturbing photo of assisted living residents in Dickinson, TX, sitting in waist-high floodwaters. Thankfully, all the older women in the picture have […]

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Falls: A closer look

Posted by Dr. El - August 19, 2017 - Customer service, McKnight's Long-Term Care News, Resident care

Here’s my latest article on McKnight’s Long-Term Care News:   Falls: A closer look Part of my job as a geropsychologist is to conduct reviews of falls with my patients after they occur. Through discussion with the resident, I analyze what happened and assess how they’re doing after what can be a traumatic event. Together, […]

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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

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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