Education and Training in Health Care: What Happens When the “Trainers” Leave?

A recent article discussed the importance and outcomes of training staff on dealing with dementia-related behavioral disturbances. Outcomes of a six-week training program for a select interdisciplinary group (trainees), but not all staff, saw a reduction in antipsychotic utilization. Results also indicated that those trained were more comfortable with non-aggressive behaviors, though some remained uncomfortableContinue reading “Education and Training in Health Care: What Happens When the “Trainers” Leave?”

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?”

High Staff Turnover? Give Them What They Want

Money alone is not the answer. Securing and retaining staff, keeping them happy and content continues to be a major and very expensive problem in assisted living and long-term care. Despite decades of research and examination, millions of dollars are spent every year when staff members leave a facility. Turnover plagues the industry, found inContinue reading “High Staff Turnover? Give Them What They Want”

No Time for Employee Orientation? Then Keep on Hiring…

Newly hired employees do not arrive on their first day complete, with all the information and skills to be successful. Regardless of their years of experience in healthcare or a specific position, each and every new employee needs an extensive, facility-specific orientation. They don’t know how the facility operates, from policies, procedures, and processes toContinue reading “No Time for Employee Orientation? Then Keep on Hiring…”

Whose Responsibility Is It When An Employee Fails?

  All too often employees are hired in assisted living and long-term care and placed in positions without any preparation, orientation, or expectations for performance. They are blamed when they do not make the “right decision,” or perform “properly.” Who is really at fault? Most employees who work in long term care do so becauseContinue reading “Whose Responsibility Is It When An Employee Fails?”

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”

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”

Staff Expectations and the Need for Dementia Care Education

I am continuing to share the process of a seminar I conducted, as described in my post of 11/21/13. My task in this two-day workshop was to introduce a framework for an exemplary dementia program (SERVICE), and assist the participants in creating an action plan for at least one strategy to begin or enhance theirContinue reading “Staff Expectations and the Need for Dementia Care Education”

Creating an Environment to Enhance Staff Satisfaction

I recently read the 2013 National Research Report, “Empowering Customer-Centric Healthcare” from the National Research Corp. The information included reminded me of a column on staff satisfaction from Long-Term Living Magazine I authored a few years ago. The desires of staff outlined in “What we know about staff satisfaction,” and while a few years old,Continue reading “Creating an Environment to Enhance Staff Satisfaction”