Care Responsiveness

• Staff Responsiveness and Why it Matters
• Call Light Response
• Resident Rounding
• Staff Responsiveness Sentence Starters

Communication With Nurses

• Nurse Team Mission Statement
• Chat Time
• AIDET and SERVE - Clinical
• Shift Change Endorsement
• Nurse Communication Tools
• Nurse Communication Sentence Starters
• Nurse Communication Key Questions

Care Quality - Pain

• Pain Is the 5th Vital Sign
• Pain Myths
• Ethics of Pain Management
• Pain Control Mission Statement
• Effective Pain Assessment
• Manage Pain Expectations
• Medicate for Pain Relief
• Alternate Pain-Reduction Strategies
• Post Discharge Pain Management
• Pain Care Tools
• Skillful Pain Care Communication
• Pain Care Sentence Starters
• Pain Care Collaboration
• Pain Care Imperatives

Communication about Medication

• Medication Education and Why It Matters
• New Medication Education Checklist
• Preceptor Role: Medication Education
• Medication Education Tools
• Resident Medication Coaching - a Very "Big Deal"
• Medication Education Teach Back
• Medication Education Sentence Starters

Care Quality - Discharge

• Involved in discharge planning
• Prepared for discharge
• Understands Responsibility
• The Power of the Checklist
• Rehab Starts at Admitting
• Rehab Coaching - Daily
• Rehab Coaching - Day Prior
• Medication Reconciliation
• Rehab Coaching - Going Home Day
• Post Discharge Phone Calls
• Rehab Packet
• Rehab Teach Back
• Rehab Sentence Starters

Discharge Process

• Care Transitions and Why it Matters
• Personalized Care Plan
• Patient Accountability for Self-Management
• Medication Self Mastery
• Care Transition Tools
• Communicate, Collaborate, Coordinate
• Care Transitions Sentence Starters
• Care Transitions Collaboration
• Care Transition Vital Questions

Kindness Care Communication

• Keys to Compassionate Communication
• Courtesy
• Respect
• Mindful Listening
• Empathizing with Difficult Behavior
• Non-Verbal Communication

Global/Overall

• Overall quality of Service

Willingness to Recommend

• The Power of Referrals
• The Resident Reality Check
• Inspiring Stories
• Ideas Worth Quoting and Reading

License to Please

• The Six-Foot Rule
• Service Recovery Policy
• No Pass Zone
• The Live It Platinum Rule
• Managing Up
• License to Silence
• Freedom to Clean

Care Responsiveness

• The Secret of Patient Satisfaction
• 3 Attributes of Lifetime Customer Loyalty
• What do we expect as Customers?
• The Risk of Indifferent Service
• The Mother Test
• Differentiate Yourself
• Tangibles vs. Intangibles
• Consistently Meet Resident Expectations
• Help with Admissions Process
• Admissions Orientation
• Responsiveness of Social Worker

Continuous Improvement

• The Power of Excellence
• Daily Huddles

Personal Power

• If Attitude was Contageous
• The World of Superstars and Slugs
• People Need People

Care Quality

• Attention to Resident Grooming
• Commitment to Family Updates
• Care/Concern of Staff
• Competency of Staff

Quality of Life

• Respect Shown
• Involvement in Daily Decisions
• Offers Meaningful Things to Do
• Privacy Needs Respected
• Spiritual Opportunities
• Security of Personal Belongings
• Resident-to-Resident Friendships
• Resident-to-Staff Friendships

Dining Experience

• Meals Appealing/Tasty
• Meal Needs/Preferences Met
• Pleasant Atmosphere for Meals

Environment

• Maintained Rooms/Surroundings
• The Quiet Revolution
• Quiet at Night
• Clean/Comfortable Furnishings
• Cleanliness of Premises
• Safe in Surroundings

Leader's Role

• The Big Picture in Resident Experience
• What's your Brand Promise?
• 4 Reasons to Care about Resident Satisfaction
• Value Based Purchasing and Why it is Relevant
• Long Term Care Stars
• What are Your Residents Telling You?
• What is your continuous Improvement Model?
• Do You Know Your Scores?

Transform the Resident Experience

• Educate your Team to serve and Act
• Everything is possible
• What's in it for Me?
• The Importance of Domain Owners
• Ensuring Results through Accountability
• The Difference Between Try and DO

Inspire, Retain, Motivate and Empower

• Three Things Managers Need to Focus On
• keep the Good Ones You've Got
• Avoiding the Resignation Letter
• Turnover and Satisfaction
• What does Turnover Cost?
• Empowerment
• Dealing with Disengagement
• BMG's
• The Key is Culture
• Unwritten Rules
• The Need for Culture Shift
• Appointing a Service Excellence Council

Transformational Leadership Skills & Best Practices

• Empowerment is the Way
• Service Recovery
• The Complaint Golden Rule
• Best Solution Closest to the Problem
• Adopt-a-Resident
• Leadership Empowerment Survey
• Human Performance Improvement Model
• Intentional Rounding
• Mindful Active Listening

Make the Magic of Engagement a Reality

• Recognize, Acknowledge, and Celebrate
• Three Things to Remember about Recognition
• Service Communication Training
• Peer-Based Train-the-Trainer
• Empowered Frontline Leaders
• Service Workshop Skills
• Celebrate Peer-to-peer
• DO IT
• Turning Feedback into Agendas
• Service PULSE
• Value of Engagement and Ownership
• Create Sustainability of Engagement
• Building a Brand

Genius of Onboarding and Retention

• What is Your First Year Turnover?
• The Brilliance of Behavioral Interviewing
• Behavioral Interviewing Must Haves
• The Power of Peer Interviewing
• Choosing Peer Interviewing
• The Hidden Gem: A Peer Tour
• Lawsuit Alert: Interviewing
• Welcome to the Family
• Be Prepared for a New Hire
• Prepare for Orientation Day
• Organized Orientation
• Orientation Excellence
• Making Satisfaction Guaranteed Part of New Hire
  Experience
• Engaging New Team Members
• Getting to know New Team Members
• The Mentor/Buddy System
• Turn-Key Tools to Master Mentorship
• Recognize New Team Members
• Retain New Team Members
• Perfect Attendance - Myth or Magic?
• Prescription for Perfect Attendance
• Checking In So They Don't Check Out
• Onboarding and Retention Team

Hardwire a Resident Experience Council

• Three keys to the Resident Patient Experience
• Benefits of Establishing an Resident Council

Creating a Service Excellence and Resident Experience Council

• Plan
• Organize
• Implement

Hardwire Service Recovery

• Mastering the Complaint Golden Rule
• How to Author a Service Recovery Policy
• How to Build a Service Recovery Toolkit
• Hardwiring Ongoing Implementation

Hardwire Awards & Recognition

• What Gets Recognized - Gets Rewarded
• Evaluating Your Rewards and Recognition Process
• Informal Recognition Works
• Choosing Your Rewards
• Who do you Want to Reward?
• How will you Reward?
• Hardwiring Rewards & Recognition
• 3-2-1- Liftoff! Time to Launch

• How do we hit these budgets?
  Grow Revenue!
• Q.S.T.
• The Strategy of ARMS
• Breaking down ARMS into Systems: Admissions
• The Rules of Three
• Team Based Admission Assessments
• Breaking Down ARMS into Systems: Rightness
• Breaking Down ARMS into Systems: Marketing
• Breaking Down ARMS into Systems: Sales