Drawing from their own research, the authors have created a book that answers the much asked questions about how to access the satisfaction of health and long-term care recipients successfully. Designed to be practical in its application, the book includes many examples of questions and approaches used to access consumer satisfaction. Part 1 provides an overview, in which the authors discuss theories, approaches to measuring consumer satisfaction, and how to implement a consumer data collection strategy. Part II focuses on a broad range of specific areas or settings for assessment including in-home care, nursing homes, and assisted living. This concise book is must reading for practitioners, researchers, and students committed to listening to the voices of their clients and improving the delivery of care.
Effective Management of Long-Term Care Facilities explores the complex operations of the long-term care facility and offers critical skills to current and future nursing home administrators for delivering quality, cost-effective services. The Second Edition has been thoroughly revised and reorganized to offer a more cohesive presentation of the material. New chapters that have been added cover the long-term care industry, long-term care policy, and supportive case studies that incorporate management and patient care issues.
"This book grapples with some of the most significant issues in long-term care today--that is, becoming more explicit about what should be meant by terms like 'quality of care' and 'quality of Life.'" --Rosalie A. Kane, DSW, University of Minnesota "A major resource for all concerned about improving the future for the long-term handicapped." --Robert Morris, DSW This volume will strengthen our understanding of the relationship between providing care to the elderly and improving their quality of life. The contributors examine areas where systems can be improved from design to delivery. Specific topics include: enhancement of the self, efforts of regulatory and accrediting bodies to improve care, methods for evaluating quality, and implementing a holistic approach to care, among others. This book remains essential reading for professionals involved in long term care including assisted living and nursing home administrators, gerontologists, geriatricians, geriatric nurses, and social workers.
Now in its second edition, Long-Term Care: Managing Across the Continuum has been thoroughly revised and updated to provide you with a solid foundation on which to build your management expertise. The text provides a comprehensive overview of the current state of long-term care, the changes that are taking place, and of the skills managers need to be successful.
Customer Service in Assisted Living: Strategies for Building Successful Partnerships Kelly Smith Papa, MSN, RN Carol Marshall, MA Strengthen your facility's reputation while decreasing the likelihood of lawsuits. If one resident has a positive and pleasant experience in your care, they'll tell their families, and their families will tell their loved ones and friends. That's the importance of good customer service--which we often take for granted. We say we strive for it, but how do we ensure it? Take action and boost your facility's reputation with Customer Service in Assisted Living: Strategies for Building Successful Partnerships, a guide to cultivate strong customer service skills in your nurses, frontline staff, and any other staff members who interact with residents and families. The book provides insight into building partnerships between residents, families, staff, and the media to manage risk and avoid litigation. Developing an effective customer service program is the first and most essential step in protecting your organization's reputation and showcasing what it has to offer. By providing proper family education and handling adverse events in a straightforward manner, you can reduce the likelihood of legal action being taken. Authors Kelly Smith Papa, MSN, RN, and Carol Marshall, MA, offer a fun, innovative approach to learning with instant access to everything you need to conduct training, including customized PowerPoint presentations, in-services, and templates to meet the needs of your organization. This resource provides downloadable in-services, including: The importance of customer service Dealing with upset families Building relationships Measuring customer service success Chapter 1: Why Customer Service Is the Key to Success Introduction A Brief History of Customer Service Why Is Customer Service Important? How Customer Service Affects Litigation How Consumers Measure Quality Healthcare Three Distinctions of Quality Reputations Are Earned Chapter 2: How to Demonstrate Quality Customer Service It's All About the Relationships Pitfalls of the Tour The Tour The True Picture "What Do You Need, Hon?" Give Customers What They Want Chapter 3: Engaging Residents' Families The Impression of the Senior Services Industry New Versus Old Families and Community Reputations Families Are the Frontline Customers Interdependency: Staff Depends on the Residents and Their Families Staff Responsibility for Reputation Ten Strategies for Building Successful Family Partnerships Seven Signs of Families in Conflict Initiate Change Don't Take It Personally It Is Dangerous to Label Others Broken Promises The Broken Promise and the Family Provide Support and Guidance to Families Keys to Successful Transitions: Putting Your Best Foot Forward A Good Idea to Help New Families Customer Service and the Care Plan Chapter 4: The Upset Family Member Seeking to Understand Upset Family Members: From Adversary to Advocate How to Approach the Upset Family The Upset Husband How Staff Can Make a Difference Chapter 5: Train Staff Members to Provide Top-Notch Customer Service Introducing SHARE to Staff The SHARE Training Guide Make SHARE Part of the Culture Service Honesty Attitude Respect Ethics Chapter 6: How to Measure Customer Satisfaction The Survey Says ... The Welcome Complaint Handling the Complaint Begin the Investigation Find the Solution Chapter 7: Engagement Engagement as the Root of Customer Service Back to School What's in a Name? Engagement in Action Iceberg Chapter 8: Caring for Residents Affected by Alzheimer's Disease and Related Dementia Understanding Dementia Programing Staff Education Chapter 9: Is That the 60 Minutes Van in the Parking Lot? What the News Media Does to Get the Story Crisis Plan Communications Employees Ten Steps to Managing a Crisis About the Authors: Kelly Smith Papa, MSN, RN, is the corporate director of learning at Masonicare in Connecticut. She is responsible for developing the Masonicare University and creating a culture of continued learning. Papa's experiences in the field of aging services include serving as a director of nursing, clinical educator, leadership coach, and dementia care consultant. For over six years, she has studied the disciplines of a learning organization and how they apply to aging services. She has researched models of application of these disciplines to create a workforce that is engaged, innovative, and more adaptable to change. Papa has presented at numerous state and national conferences on a variety of topics, including building learning organizations, creativity in staff development, person-centered care, dementia care, leading change, and leadership development. She has written books and articles on dementia care and creative staff development. In 2013, Papa served as chair of the workforce development committee for Connecticut's task force on Alzheimer's disease and dementia. She earned her BSN from Saint Anselm College in New Hampshire and her MSN from the University of Saint Joseph. She is a fellow of the LeadingAge Leadership Academy and received the Nightingale Award for Excellence in Nursing in 2011. Carol Marshall, MA, is a risk management specialist based in Fort Worth, Texas. For the past 18 years, she has trained managers and staff members in long-term care facilities across the country about the benefits of exceptional customer service and risk management. Marshall has offered training programs at numerous state conferences, professional groups, and facilities.
This book explores key factors long-term care recipients have identified as impacting their quality of life and offers programmatic and policy recommendations to enhance well-being within long-term care communities. Leadership and staff who work in nursing homes and other residential care communities serve as gatekeepers to resident well-being, often without recognizing how residents’ quality of life is impacted by their decision-making. This book takes a life domain approach to build on research-based studies that document key drivers of care recipients’ quality of life, including relationships, autonomy and respect, activities and meals, environment, and care. Using a framework that enhances understanding of resident quality of life, it outlines practical, programmatic, and policy suggestions for long-term care stakeholders, such as administrators, managers, front-line staff, family members, and policy-makers, whose directives and actions impact the lived experience of long-term care residents. As such, this book serves as a roadmap for leaders and managers of long-term care communities, along with policymakers who regulate health and human services, to best structure care environments to maximize quality of life and well-being for long-term care recipients.
Long-Term Care: Managing Across the Continuum, Third Edition is an ideal introduction to management in this dynamic industry. Concise, yet complete, it defines the various segments of the system, describes how the system developed to its current state, compares it to an ideal system, and projects future trends. Adopted as a reference for the national licensing examination prepared by the National Association of Long-Term Care Administrator Boards (NAB), this book covers the full continuum of long-term care. The Third Edition is a comprehensive revision reflecting the changes in regulations, financing methods, forms of service delivery, and management methods in this dynamic field. The increasingly important topics of the aging of American society, the impact of the baby-boomers, consumer choice, and the growing diversity in long-term care are covered extensively and from a variety of perspectives. The final chapters address the future of long-term care and include recommendations for dealing with it proactively.
Practical approaches to the operation of long-term care facilities Managing the Long-Term Care Facility provides a comprehensive introduction to the growing field of long-term care. Taking a continuum-of-care approach, the text covers every aspect of long-term care. Readers will develop a robust knowledge of the issues faced by people experiencing physical and or mental changes. Topics covered include the biological and psychosocial implications of ageing, marketing long-term care, facility operations, and information technology for health care, among many others. By integrating all aspects of long-term care, the book is an invaluable resource that will aid students and professionals in preparing for career advancement and licensure exams. The book is also is designed to help students prepare for the National Nursing Home Administrator exam. Pedagogical elements help guide readers through the content, and summaries and discussion questions to drive home lessons learned. Builds expert knowledge of all aspects of long-term care management, including operations, human resources, patient advocacy, and information systems Emphasizes the latest understandings of the long-term care continuum and patient-centered care for diverse populations Delivers practical approaches to providing quality care to individuals and making a positive impact on community wellbeing Prepares readers for and National Nursing Home Administrator's licensure exam Managing the Long-Term Care Facility: Practical Approaches to Providing Quality Care provides real-world guidance for students in healthcare administration, health and human services, gerontology, nursing, business and medical programs, in both domestic and international markets. Nursing home administrators, administrators-in-training and preceptors will find this book an effective training tool in the nursing facility setting.
