Case Study: Employee Training - Customer Service and Resident Dignity

CustomerService

Employee training is an essential component of our turnkey compliance services.  Compliagent recently designed and implemented an interactive training program for an operator of multiple skilled nursing facilities, specifically addressing customer service and the risks of resident rights deficiencies. 

Compliagent’s Actions:  In live training sessions designed to engage our client’s caregivers, we framed the origins and importance of customer service and resident dignity in the long term care industry and emphasized the risks associated with poor customer service and limited resident interaction.  Participants shared their experiences, helping everyone to align the information we provided with their responsibilities.  We then facilitated collaborative group exercises to assess participants’ knowledge of actual resident dignity/customer service situations, as well as to promote teamwork through discussion of the caregivers’ diverse points-of-view.

Outcomes:  The caregivers’ quality of service provided improved immediately upon completion of the training program.  More importantly, they gained a new appreciation for the importance of a customer service-oriented culture as evidenced by their request to make the training presentation available on-site and to add it to the new employee orientation process.

 

“Compliagent’s interactive training program was very well-received by all levels of staff.  Having our nurses share stories about the pitfalls of resident dignity negligence and customer service delivery made everyone sit up and listen.”

 

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