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Book Detail
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SNF Risk Management Through Person-Centered Care
Marshall, Carol
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Category: Nursing: Home Health NOTE: THIS IS A NON-RETURNABLE ITEM
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Synopsis:
Customer service in long-term care facilities involves two key aspects: properly educating families about the realities of SNF living, and handling adverse events appropriately. The financial health of a facility can depend on the prevention of a single lawsuit. SNF Risk Management Through Person-Centered Care will help facilities understand the components of an effective customer service program, realize the importance of risk management, and master several methods of reducing the potential for litigation. This book will instruct facilities on how to develop an effective customer service program-using person-centered care to build partnerships with residents, families, staff, and the media; improve a facility's reputation; and decrease the likelihood of lawsuits. Staff educators can access and print in-services to train employees on customer service's importance. Additional electronic content includes in-services on dealing with difficult families, building relationships, and measuring customer service. Readers will learn to: Measure customer satisfaction Master the eight-step plan to deal with difficult family members Enhance their facility's reputation Train staff to provide top-notch customer service Build positive working relationships with residents, families, and staff
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