Residents’ Top 5 Complaints About Nursing Homes: #1

Posted by Dr. El - July 25, 2010 - Communication, Customer service, Resident care - 4 Comments

Complaint #1: No One Coming When the Call Bell is Pressed

I’ve worked on units where the moment the call bell goes off, the charge nurse immediately and calmly asks an aide to check on the room. The bell goes off, someone arrives. Simple customer service. This leads to a unit full of residents who feel confident their needs will be addressed in a timely fashion, and are therefore far less anxious. Staff training is a good way to change the nursing home culture on this issue, but each worker can take it upon themselves to make it their own personal policy even if the nursing home as a whole isn’t making it a priority.

[First post in a biweekly series]