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Long Term Care Customer Service Instructors Guide
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Book Synopsis Long Term Care Customer Service Instructor's Guide by : Rob Anderson
Download or read book Long Term Care Customer Service Instructor's Guide written by Rob Anderson and published by . This book was released on 2014-03-23 with total page 188 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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.
Book Synopsis Long Term Care Customer Service Participant Workbook by : Rob Anderson
Download or read book Long Term Care Customer Service Participant Workbook written by Rob Anderson and published by . This book was released on 2014-03-23 with total page 126 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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.
Book Synopsis Customer Service Training for Healthcare Professionals Instructor Manual by : Reba Haley
Download or read book Customer Service Training for Healthcare Professionals Instructor Manual written by Reba Haley and published by . This book was released on 2018-12 with total page 178 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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.
Book Synopsis Instructor's Guide to Accompany Assisting in Long-Term Care by : Barbara R. Hegner
Download or read book Instructor's Guide to Accompany Assisting in Long-Term Care written by Barbara R. Hegner and published by . This book was released on 1994-08 with total page 166 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Author :Keith R. Knapp, PhD, MHA, HSE, CFACHCA Publisher :Springer Publishing Company ISBN 13 :0826177336 Total Pages :432 pages Book Rating :4.8/5 (261 download)
Book Synopsis The Health Services Executive (HSE) by : Keith R. Knapp, PhD, MHA, HSE, CFACHCA
Download or read book The Health Services Executive (HSE) written by Keith R. Knapp, PhD, MHA, HSE, CFACHCA and published by Springer Publishing Company. This book was released on 2020-10-28 with total page 432 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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
Book Synopsis Workbook for Providing Home Care by : Hartman Publishing Staff
Download or read book Workbook for Providing Home Care written by Hartman Publishing Staff and published by . This book was released on 1999-03 with total page 332 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Book Synopsis The Nurse Aide in Long-Term Care by : Betty J. Walston
Download or read book The Nurse Aide in Long-Term Care written by Betty J. Walston and published by . This book was released on 1994 with total page 298 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Book Synopsis Instructor's Guide for Hartman's Nursing Assistant Care by : Hartman Publishing
Download or read book Instructor's Guide for Hartman's Nursing Assistant Care written by Hartman Publishing and published by . This book was released on 2022 with total page pages. Available in PDF, EPUB and Kindle. Book excerpt: The instructor's guide to teaching from the textbook contains the following elements for every chapter: an overview of teaching strategies; page references for both the textbook and student workbook; teaching outlines for every learning objective; a chapter review which may contain case studies, role-playing scenarios, games, discussion questions, and chapter exams, two final exams, and a critical thinking exam that the instructor can modify to suit their needs.
Download or read book Resources in Education written by and published by . This book was released on 1998 with total page 312 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Book Synopsis Instructor's Guide for Mosbys Long Term Care Assistants by : Sorrentino
Download or read book Instructor's Guide for Mosbys Long Term Care Assistants written by Sorrentino and published by . This book was released on 2003-04 with total page 676 pages. Available in PDF, EPUB and Kindle. Book excerpt: This comprehensive text provides complete coverage of the knowledge and skills nursing assistants need to work in a long-term care facility. Written at a 7th grade reading level, the concise, readable, highly visual format appeals to learners of all levels. The clear, logical presentation of procedures, with hundreds of large, full-color photos and drawings, makes it easy for students to learn and understand. This edition addresses the expanding role of the nursing assistant in long-term care, providing additional coverage of assisted living, restraint alternatives, transfers, wound care, elderly abuse, and restorative nursing.
Book Synopsis Nursing Assistant Care by : Susan Alvare
Download or read book Nursing Assistant Care written by Susan Alvare and published by Hartman Publishing Inc. This book was released on 2005 with total page 100 pages. Available in PDF, EPUB and Kindle. Book excerpt: Over 6,000 instructors shared their ideas for the perfect nursing assistant textbook. Nursing Assistant Care is exactly what you asked for: a full-color, up-to-date, affordable book that meets and exceeds federal and state requirements. Specifically, it contains: beautifully illustrated and clearly photographed chapters organized around learning objectives and written at a low reading level creative methods to teach care and observations, promoting independence, and essential information on preventing abuse and neglect chapter-ending material which develops critical thinking and tests the chapter illnesses and common conditions in one chapter, organized by body system an entire chapter on confusion, dementia, and Alzheimer?s disease up-to-date CPR and emergency care sections a full chapter on mental health and mental illness information on developmental disabilities personal care skills housed within one chapter, as are nursing skills separate chapters for bowel and urinary elimination
Book Synopsis Instructor's Guide for Nursing Assisting by : Hartman Publishing Inc.
Download or read book Instructor's Guide for Nursing Assisting written by Hartman Publishing Inc. and published by . This book was released on 2020 with total page pages. Available in PDF, EPUB and Kindle. Book excerpt: Instructor's guide for teaching from the textbook to train nursing assistants to work in long-term care
Book Synopsis Instructor's Guide for Hartman's Nursing Assistant Care by : Hartman Publishing Staff
Download or read book Instructor's Guide for Hartman's Nursing Assistant Care written by Hartman Publishing Staff and published by . This book was released on 2009 with total page 458 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Book Synopsis Instructor's Guide to Hartman's Nursing Assistant Care by : Hartman Publishing
Download or read book Instructor's Guide to Hartman's Nursing Assistant Care written by Hartman Publishing and published by . This book was released on 2010-05 with total page 271 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Book Synopsis Essentials of Long-term Care Administration by : Seth B. Goldsmith
Download or read book Essentials of Long-term Care Administration written by Seth B. Goldsmith and published by Jones & Bartlett Learning. This book was released on 1994 with total page 392 pages. Available in PDF, EPUB and Kindle. Book excerpt: A comprehensive curriculum of practical methods for long-term care administration. Includes essential forecasting tools compiled and developed by more than 40 leaders in long-term care. Each chapter is followed by case studies, questions, and exercises. Instructor's manual available upon request.
Book Synopsis Nursing Assisting by : Barbara Acello
Download or read book Nursing Assisting written by Barbara Acello and published by Delmar Pub. This book was released on 1998 with total page 372 pages. Available in PDF, EPUB and Kindle. Book excerpt: This full-color text meets OBRA and CDC requirements, specifically designed to prepare readers to take state certification exams. It presents basic resident care information for long-term care facilities emphasizing the realities of clinical practice while it offers solutions to the common problems encountered in practice.(Nursing Assistant, Long-term care, OBRA, CDC)ALSO AVAILABLE -INSTRUCTOR SUPPLEMENTS CALL CUSTOMER SUPPORT TO ORDERInstructor's Manual ISBN: 0-8273-8451-3Test Bank ISBN: 0-7668-0930-7
Book Synopsis Long-term Care Facility Administration: Case Study Manual by : United States Community Health Service
Download or read book Long-term Care Facility Administration: Case Study Manual written by United States Community Health Service and published by . This book was released on 1970 with total page 236 pages. Available in PDF, EPUB and Kindle. Book excerpt:
