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Long Term Care Customer Service Instructor S Guide Book in PDF, ePub and Kindle version is available to download in english. Read online anytime anywhere directly from your device. Click on the download button below to get a free pdf file of Long Term Care Customer Service Instructor S Guide book. This book definitely worth reading, it is an incredibly well-written.
Author : Rob Anderson
Publisher : Unknown
Page : 188 pages
File Size : 43,6 Mb
Release : 2014-03-23
Category : Business & Economics
ISBN : 1495368793
Rob Anderson has taken a fresh new approach to service of the elderly. His concise and clear suggestions and helpful check lists should make every front office, manager and nurse more effective and empathetic.
Author : Rob Anderson
Publisher : Unknown
Page : 126 pages
File Size : 45,7 Mb
Release : 2014-03-23
Category : Business & Economics
ISBN : 1497358302
NOTE: PLEASE ALSO SEE THE INSTRUCTOR'S GUIDE. The Long Term Care Customer Service Improvement Program is designed to accelerate your skills and your resident's satisfaction. This course includes:• A systematic and simple method for improving customer service skills• Learning sessions as short as 15 minutes • Practical skills you can apply immediately to improve how you work with your colleagues and your residentsThe Customer Service Improvement Program provides consistent reinforcement of what's learned through dozens of role plays and other learning exercises, testing, repetition of the basic principles and immediate application.The evidence-based curriculum is designed to meet the objectives of key national long term care initiatives including the Advancing Excellence in America's Nursing Homes Campaign, Quality Assurance and Performance Improvement (QAPI), and the AHCA Quality Initiative.Through careful study of the dozens of 15 minute learning modules you will learn the importance of:1. Skillfully Resolving Intercultural Conflict2. Employing Strategies for Handling Conflict3. Asserting Yourself Respectfully4. Identifying Your Conflict "Style"5. Using Active Listening Skills Effectively6. Overcoming Barriers to Listening and Understanding7. Learning Why You Aren't Listening to Others8. Developing Rapport with Different Personality Types9. Managing Your Attitude10. Avoiding "Rapport Killer" Words and Phrases11. Tailoring Communication to Fit a Customer12. Improving Customer Interactions13. Managing Stress in a Long Term Care Facility14. Relaxing with Visualization and Abdominal Breathing 15. Understanding Who the Customers in Your Facility Are16. Communicating with Authority and Credibility17. Demonstrating the Power of Friendliness and Approachability18. Providing Excellent Customer Service at Mealtimes19. Understanding The Costs of a Dissatisfied Customer20. Identifying Customer Touch Points21. Adhering to Your Facility's Dress Code22. Reducing the Risk of Lawsuit23. Placing Your Facility Above the Competition24. Employing the Power of First Impressions25. Understanding Customer Expectations26. Building Relationships with Empathy and Compassion 27. Understanding Emotional Triggers28. Creating Unforgettable Customer "Experiences"29. Learning to Ask Questions Effectively30. Employing Strategies to Manage Difficult Customers31. Taking Effective Steps to Resolve Complaints...And many other critical skillsHuman beings are complex and our behavior consistently misunderstood. To enhance how we work together takes time and commitment. The Customer Service Improvement Program is an effective tool you can use to improve your skills and the lives of your residents.
Author : Anonim
Publisher : Unknown
Page : 312 pages
File Size : 54,7 Mb
Release : 1998
Category : Education
ISBN : MINN:30000010540148
Author : Keith R. Knapp, PhD, MHA, HSE, CFACHCA,Douglas M. Olson, PhD, MBA, LNHA, FACHCA
Publisher : Springer Publishing Company
Page : 432 pages
File Size : 44,8 Mb
Release : 2020-10-28
Category : Medical
ISBN : 9780826177339
Note to Readers: Publisher does not guarantee quality or access to any included digital components if book is purchased through a third-party seller. The Health Services Executive (HSETM): Tools for Leading Long-Term Care and Senior Living Organizations serves as a contemporary and comprehensive resource that addresses each of the core professional domains of practice and leadership essentials for long-term care administration students and professionals. With sections dedicated to postacute care settings, operations, leadership and management, this textbook covers information pertinent to the spectrum of senior living service lines – from inpatient rehab facilities, long-term acute care hospitals, nursing homes, assisted living, and residential care communities to home- and community-based services. It is a practical reference for both undergraduate and graduate students preparing to enter the field of long-term care administration and leadership, as well as for professionals transitioning to another line of postacute service. The textbook begins with a thorough history of the field, including the development of senior services in the United States. Section I then describes the components of customer care, supports, and services before transitioning into Section II, which addresses operations, including the core practice domains of effectively managing human resources, finances, and the environment. Section III offers a framework for leadership, covering strategic thinking and innovation, marketing and public relations, critical thinking and operation practice, customer service, and personal development. Case problems, discussion questions, leadership roles, high-impact practices, key points, and National Association of Long Term Care Administrator Boards (NAB) domain competencies conclude each chapter. Written by two highly experienced long-term care administrators, this textbook is intended for those preparing for the examinations administered by the NAB for the HSETM qualification or licensure for individual lines of service, such as for Nursing Home Administration (NHA), Residential Care and Assisted Living (RC/AL) and Home- and Community-Based Services (HCBS). Key Features: Provides best practices for leadership and management across the continuum of long-term care and senior living services Covers all five NAB professional practice domains: Customer Care, Supports and Services; Human Resources; Finance; Environment; and Leadership and Management Includes case problems, discussion questions, and more to foster critical thinking and decision-making skills Offers coverage of the most unique differences among service lines that are part of the HSETM initiative Weaves insightful quotes from industry leaders throughout chapters for practical tips and words of wisdom
Author : United States Community Health Service
Publisher : Unknown
Page : 236 pages
File Size : 49,8 Mb
Release : 1970
Category : Electronic
ISBN : STANFORD:36105219411522
Author : Reba Haley
Publisher : Unknown
Page : 178 pages
File Size : 42,6 Mb
Release : 2018-12
Category : Electronic
ISBN : 0964659476
Customer Service Training for Healthcare Professionals Instructor Manual is a resource for instructors using the paperback Customer Service Training for Healthcare Professionals. The instruction manual is written in English and Spanish for students, interns, and employees that are entering the healthcare workforce. The program based learning provides independent learning, encourages brainstorming and team building approaches. The learning approach is based on adults and is student-centered that is interactive, relevant, and practical in the healthcare industry. Customer Service Training for Healthcare Professionals Instructor Manual is written for healthcare educators, teachers and vocational and, medical instructors that teach students and interns or provide in-service training to employees that work with patients in hospitals, clinics, medical centers, or long-term care facilities. According to the Bureau of Labor, Statistics healthcare is the largest employer in the United States, and employment of healthcare occupations is projected to grow 18 percent from 2018 to 2026, much faster than the average for all occupations, adding about 2.4 million new jobs.Employers in the healthcare field are looking for people with good interpersonal skills that can practice excellent customer service. Healthcare is a business and employers want people to provide the best care to their patients. Often time's healthcare professionals overlook patients as customers; however, patients differ from other customers, in that they don't want to be ill or, a customer. The physician's office or hospital experience can be scary and confusing for patients. Therefore, students and interns and employees as healthcare professionals will learn how to be culturally aware, how to improve customer service, how to demonstrate professional workplace behaviors, achieve patient satisfaction, display empathy and provide quality patient care.
Author : National Library of Medicine (U.S.)
Publisher : Unknown
Page : 1068 pages
File Size : 47,8 Mb
Release : 1991
Category : Medicine
ISBN : MINN:31951D00419043U
Author : James E. Allen, PhD, MSPH, NHA, IP
Publisher : Springer Publishing Company
Page : 792 pages
File Size : 43,5 Mb
Release : 2011-02-01
Category : Medical
ISBN : 9780826108210
This set includes Nursing Home Administration, 6th Edition and The Licensing Exam Review Guide in Nursing Home Administration, 6th Edition.
Author : Anonim
Publisher : Unknown
Page : 164 pages
File Size : 53,9 Mb
Release : 1972
Category : Practical nursing
ISBN : STANFORD:36105214596277
Author : Carol Marshall
Publisher : Unknown
Page : 82 pages
File Size : 52,9 Mb
Release : 2003-01-01
Category : Medical
ISBN : 1578393132
Author : James E. Allen
Publisher : Springer Publishing Company
Page : 196 pages
File Size : 52,5 Mb
Release : 2002-11-05
Category : Medical
ISBN : 0826159230
Serves as an excellent study guide for students or as a source of course examination questions for the instructor...The author has skillfully taken the format of the National Association of the Boards of Examiners of Nursing Home Administrators and utilized them as a basis for this text. --Journal of Health Administration Education This revised and updated study guide is based on the same format as the actual exam and provides an easy-to-use, effective way to review essential concepts and practice test-taking skills. Serving as the key companion to Nursing Home Administration, 4th Edition, this updated guide reflects the latest changes in the domains of practice for nursing home administrators. The Guide features: Over 800 test questions Over 1000, Key terms and concepts
Author : Ohio State University. Center for Vocational and Technical Education
Publisher : Unknown
Page : 104 pages
File Size : 51,9 Mb
Release : 1972
Category : Paramedical education
ISBN : OSU:32435005079090
Author : Ohio State University. Center for Vocational and Technical Education
Publisher : Unknown
Page : 180 pages
File Size : 47,6 Mb
Release : 1972
Category : Home economics
ISBN : OSU:32435010832525
Author : Ohio State University. Center for Vocational and Technical Education
Publisher : Unknown
Page : 180 pages
File Size : 52,9 Mb
Release : 1972
Category : Home economics
ISBN : MINN:31951D00123602T
Author : Anonim
Publisher : Unknown
Page : 128 pages
File Size : 48,9 Mb
Release : 1994
Category : Government publications
ISBN : WISC:89117117978
