Customer Service

You would think that everyone would be aware of how critically important consistency is. It’s truly indispensable.  Take being a parent for example. When you have a two-parent household, being aligned...

The long-term care industry has been slow to adopt CRM platforms, which can greatly improve the patient experience and senior care.

Many long-term care administrators know how to foster that kind of environment already, but I might just have to drive the rest of them over to my gas station to observe and somehow assimilate their methods...

Infinite call-center wait times. Delivery mix-ups and delays. Rude responses to reasonable requests. Promises unfulfilled. I hear there’s a cutting-edge business principle called “the customer is always...

I am not sure we can create magical days for everyone in our long-term care facilities (though I have seen downright miracles for some short-term rehab patients!). But I do think we can create magical...

I’m a new unit manager and I see a lack of good customer service. What can I do?

In healthcare, not all “wasted time” is truly wasted. In fact, some of the most important aspects of healthcare are less than 100% efficient. Of course, we can and should strive for greater...

Far and away, the most pleasant conference experience I have had was in Anaheim, CA, last week, where NADONA held its annual conference. That is because of the Disney experience, and the fact it brings...

We may talk about the term “customer service” and ask our staff members to avoid public arguments in front of residents and family members. But nevertheless, volatile situations happen every...

It’s all but impossible to read “The Greatest Generation” without being impressed by the people now residing in senior living settings. As Author Tom Brokaw points out, these folks dealt...