She cries. She yells. She bangs her hand on the table. He’s confused. He’s sad. He says he wants to die. We witness these emotions and behaviors as outside observers. We try to understand what a loved one, a nursing home resident, or an older adult whom we know is feeling, but ultimately, it still […]
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Communication is complicated. It is a daunting task to interpret words, voice tone and body language between two people, let alone among a community of long-term care staff, residents and families. Personal influencers such as background, culture and life experiences impact the way in which we perceive an interaction and in turn, the way in […]
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How many times have you administered a customer satisfaction survey, reviewed the data, performed a root cause analysis, initiated a Performance Improvement Project, set goals and implemented strategies, only to find that your residents and families don’t think that you have improved? One of my favorite Stephen Covey (an educator, author, businessman and keynote speaker) […]
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