SNF Risk Management Through Person-Centered Care

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SNF Risk Management Through Person-Centered Care

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Available December 2017

SNF Risk Management Through Person-Centered Care

Carol Marshall, MA

Available December 2017

Customer service in long-term care facilities involves two key aspects: properly educating families about the realities of SNF living, and handling adverse events appropriately. The financial health of a facility can depend on the prevention of a single lawsuit. SNF Risk Management Through Person-Centered Care will help facilities understand the components of an effective customer service program, realize the importance of risk management, and master several methods of reducing the potential for litigation.

This book will instruct facilities on how to develop an effective customer service program—using person-centered care to build partnerships with residents, families, staff, and the media; improve a facility’s reputation; and decrease the likelihood of lawsuits. Staff educators can access and print in-services to train employees on customer service’s importance. Additional electronic content includes in-services on dealing with difficult families, building relationships, and measuring customer service.

Readers will learn to:

  • Measure customer satisfaction
  • Master the eight-step plan to deal with difficult family members
  • Enhance their facility’s reputation
  • Train staff to provide top-notch customer service
  • Build positive working relationships with residents, families, and staff


About the Author:

Carol Marshall, MA, is a risk management specialist based in Fort Worth, Texas. For over 20 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. 


Page count:
200
Dimensions: 8.5” x 11”
ISBN: 978-1-68308-565-2

Table of Contents

  • Introduction 
    • About This Book 
    • Grandmother’s Photo 
    • Life as We Know It 
  • Section 1 
    • Why Customer Service 
    • The Impact of Kindness and Provisions of Care 
    • Reduce Risk Through Partnering 
    • Employee Customer Satisfaction Survey 
  • Section 2 
    • Families Are Like a Jury Summons 
    • You First 
    • You First and The Difficult Family 
    • Acknowledgment of Risk for Refusal of Daily Care 
    • Acknowledgment of Risk for Refusal of Modified Diet 
    • Acknowledgment of Risk for Smoking 
    • Acknowledgment of Risks Associated With LTC Living 
    • Risk Acknowledgement With Pool 
    • Risk Acknowledgement 
  • Section 3 
    • Person-Centered Care Planning to Reduce Risk of Negligence 
    • MDS Interview 
    • Kansas State University Person-Centered Care 
    • PEAK 2.0 Core Considerations 
    • PEAK Criteria 
  • REFERENCES 
    • Downloadable Tools 
    • Acknowledgment of Risk for Refusal of Daily Care 
    • Acknowledgment of Risk for Refusal of Modified Diet 
    • Acknowledgment of Risk for Smoking 
    • Acknowledgment of Risks Associated With LTC Living 
    • Customer Service Training Program PowerPoint 
    • Risk Acknowledgement With Pool 
    • Risk Acknowledgement 
    • Handbook 
    • You First Difficult Family In-Service 
    • You First Elder Care In-Service