A Crisis Management Plan for Assisted Living

When your assisted living community is in the midst of a crisis, that is not the time to realize that you don’t have a crisis management plan in place. If you made it this far without a formal plan for crisis communication for your assisted living community, it’s time to get to work! There are […]

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Support Caregiver Wellbeing and Show Appreciation

Senior care is a demanding profession. In recent years, the turnover rate reached its highest point at 60%, with the main reason for leaving being low wages. But, caregivers are in this line of work for a reason. These individuals are truly compassionate and kindhearted people who come to work every day to care for […]

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Take the LEAD in Assisted Living Customer Service

In an assisted living community, customer service is centered around providing care and showing respect to your customers: your residents and their families. Good customer service is easy to administer when your customers are happy, but your customer service skills will often be put to the test. There will be times when you must handle […]

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7 Requirements for Delivering Impactful Customer Service Training | Part 3

Part 3 of a 3-part series on Customer Service in Long Term Care You don’t have a lot of time to have your training needs met. But, you can’t afford to ignore them either. So, what’s the middle ground? As we learned in Part 2 of this series, Susan, a Skilled Nursing Facility Administrator in Michigan, […]

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Employees that Communicate Stay Together | Part 2

Part 2 of a 3-part series on Customer Service in Long Term Care The difficulty you face with keeping residents and their families happy is only one part of your daily customer service challenge. Your front line staff members spend as much time working with each other as they do with residents. And, quite likely, […]

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6 Questions to Ask When Choosing a Customer Service Training Program | Part 1

Your Residents are Also Your Customers It’s a problem found in every long term care facility: how do you get your front line staff, who have little or no training in customer service, to stop treating your residents less like patients and more like customers? Referring to your residents as customers is necessary in order […]

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