Cheryl Boldt, RN, NHA

First impressions are important. Since customers are the reason we’re in business, we need them to choose us. So, our team must be prepared and excited when the customer we worked so hard to get comes through the door and down the hall! Right? But I’m sure you’ve heard a staff member say, “Another admission?”, “Nobody told me.”, or “What’s wrong with her?” If so, this is definitely the session for you!

Have you had customers admitted on Friday night, but are ready to leave by Monday morning because of an interesting weekend experience? If so, this is the session for you!

Do sticky notes, e-mails, and messages with problems greet you in the morning? If so, this is the session for you!

Join us as we explore the wonderful world of support systems that can be used to create a great first and lasting impression for each new post-acute care admission!

Objectives:
By the completion of this session, the attendee will be able to:

1. Develop a customized Rules of 3 admission process
2. Identify and implement support systems for evenings and weekends
3. Implement 3 critical team-based communication systems
4. Design and implement a customer satisfaction survey and action process for post-acute care customers

This session will utilize lecture, storytelling, a PowerPoint presentation with handout, humor, group discussion, and individual action planning. The targeted audience includes skilled nursing facility corporate teams and owners, CEOs, CFOs, Administrators, Directors of Nursing, facility leaders from all disciplines, and front line staff from all disciplines.