Save Time and Money – Expertise Found at Annual AHCA/NCAL Convention

A CEO recently told me that he saved years of work and a great deal of money simply by attending a national conference. He wanted to develop a “best practice” memory care program and had decided that they would do so in-house with his own staff. After attending a conference and hearing expert presenters discussingContinue reading “Save Time and Money – Expertise Found at Annual AHCA/NCAL Convention”

Customer Service Transforms After A CEO’s Personal Experience

A recent article* about a hospital CEO elevates him to hero status, and his willingness to share his experience deserves attention. The point is he was willing to share a very personal experience about the customer service during his mother’s hospital stay, and how it transformed his own hospital. Upon spending time with his motherContinue reading “Customer Service Transforms After A CEO’s Personal Experience”

Customer Service In Health Care – Will It Ever Change?

A recent article, “Is Your Team Hurting Your Occupancy?” discusses the importance of customer service and word of mouth – and that bad news travels fast. I could not agree more, as I believe customer service, i.e. the willingness to serve, is or should be foundational for health care – acute and post- acute. However,Continue reading “Customer Service In Health Care – Will It Ever Change?”

Susan Gilster to Present at Pioneer Network Annual Conference

I am looking forward to presenting a session entitled, “Leadership Model Assists in the Culture Change Journey” at the 2015 Pioneer Network Annual Conference. The annual conference will be held at the Hyatt Regency O’Hare in Chicago, August 3-5, 2015. This year’s theme of the conference is “Navigating the Winds of Change.” Well over 1,000 attendeesContinue reading “Susan Gilster to Present at Pioneer Network Annual Conference”

Susan Gilster to Present at Aging in America Conference

  I am looking forward to presenting “Staff Recruitment and Retention in Assisted Living and Long-Term Care” at the 2015 Aging in America Conference. The annual conference of the American Society on Aging will be held at the Hyatt Regency Chicago, March 23-27. Over 2,500 attendees from across the nation and abroad attend the conferenceContinue reading “Susan Gilster to Present at Aging in America Conference”

Susan Gilster Column Featured for Greenleaf Center for Servant Leadership

I was honored to be asked to author a guest column for the Greenleaf Center for Servant Leadership based on my work in leadership development and organizational change in a health care facility.  Robert K. Greenleaf founded the nonprofit Greenleaf Center, and not long after published The Servant as Leader, a landmark essay that coinedContinue reading “Susan Gilster Column Featured for Greenleaf Center for Servant Leadership”

Outcomes of SERVICE on Memory Care

This final installment of a four-part blog describes the accomplishments, in just a month, of many of the participants from a two-day workshop I conducted for the Georgia Healthcare Association and the Alzheimer’s Association on developing a dementia program in their facilities. Participants implemented aspects of SERVICE, a framework for an exemplary dementia program, byContinue reading “Outcomes of SERVICE on Memory Care”

Exemplary Dementia Programs: Change Begins With Respect

I have previously described the two-day workshop I conducted this year in Georgia for the GHCA and Alzheimer’s Association. This is the third of four posts describing the impact and results of the seminar. The workshop was to serve as an introduction of a framework for an exemplary dementia program (SERVICE), and to assist theContinue reading “Exemplary Dementia Programs: Change Begins With Respect”

“Leading the Way: Merging Healthcare” Profiles Xavier Alum Susan Gilster

Susan Gilster, PhD, RN, was honored to be profiled in “Leading the Way: Merging Health Care,” for Xavier Magazine. Susan earned her Bachelor’s degree at Xavier University in Cincinnati. Dr. Gilster started The Gilster Group, a multidisciplinary collaboration of experts in memory loss and dementia which provides education, training and consulting to health care providers. InContinue reading ““Leading the Way: Merging Healthcare” Profiles Xavier Alum Susan Gilster”

Be Sensitive to the Desires of Seniors at the Holidays

We take joy in organizing events for family and friends, socializing, exchanging gifts, and enjoying the company of those we love. Yet as our relatives age, we may need to adjust our plans and expectations by taking into consideration the changes that come with aging. My latest monthly column for Gannett Newspapers is entitled, “BeContinue reading “Be Sensitive to the Desires of Seniors at the Holidays”