How Customer Satisfaction Hurts or Helps Long-Term Care

Every company provides a customer experience – good, bad or indifferent – and it is up to the facility leadership to determine that experience.  Enhancing a customer’s experience requires collaboration across departments in facilities that traditionally are accustomed to working in silos.  A positive customer experience requires an organizational strategy with a focus on operations and processes around the needs of the individual consumer.  In addition, high customer satisfaction drives census, increases financials and is a national initiative for AHCA, ACO’s/MCO’s and CMS.

I am looking forward to presenting on customer satisfaction at this week’s AHCA Independent Owner Leadership Conference.  Owners will have the opportunity to discuss all the challenges independent owners face and take home innovative strategies and valuable leadership tools.  This year’s Independent Owner Leadership Conference will take place March 16 – 18 in San Diego.

Click HERE to register or to learn more on scheduling of events for the conference.

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