As current generations get older and enter retirement, the thought of entering a nursing home can leave many with unsettled, mixed emotions. News stories frequently highlight poor treatment in senior living homes. When you are running one of these homes, it is important to focus much of your energy on the treatment of residents. With proper customer service, a nursing home can be a pleasant place for all involved.
Things You'll Need
- Suitable employees
- Suggestion box
Hire employees suitable for working in a nursing home. Not everyone has the appropriate personality type for this kind of job. Employees need to be empathetic and polite to the residents. Even for peripheral jobs such as cooking and custodial staff, it is vital to choose workers who enjoy being around older adults.
Provide a suggestion box for your residents. If they have any gripes about how they are being treated, they can air their grievances with you. Since many nursing home residents have diminished eyesight, provide large-print suggestion sheets with the box.
Train your employees at the start of employment. Some people have a tendency to treat older adults as if they are children or babies, even if they mean well. Make sure that your residents are treated with respect, dignity and a pleasant manner.
Provide regular meetings and workshops for your employees. If you see negative trends in the way your residents are being treated, address these issues in the workshops. Provide role-playing situations where people can act out scenarios to learn more about how to better treat the nursing home residents.
Listen to the complaints of your residents. Some employees, no matter what profession, will act differently when they are not around the boss. If you are hearing that someone on your staff is mistreating the nursing home residents, take it seriously. If they need to be terminated, you can always hire someone new.
Tips & Warnings
- Due to various illnesses and life stages, some nursing home residents may be tougher to manage because of their attitude. Assign experienced employees to these residents to ensure they still receive the best care.
Definition of Customer Service in the Health Field
Being a health care patient is difficult work. Not only do you have your health concerns to think about, but you are...
Customer Service Training for Healthcare Workers
Hospitals and other health care facilities are becoming increasingly aware of the need for good customer service for their patients, according to...
How to Improve Customer Service in Health Care
Patients and their families have an increasingly wider range of options in choosing where to receive medical care. This not only increases...
How to Teach Customer Service Skills
A company's reputation isn't solely based on the products it manufactures. How customers are treated plays a part in their overall opinion...
How to Provide Customer Service As a Medical Assistant
Medical assistants work in doctor's offices, hospitals and nursing homes helping nurses and doctors with basic medical tasks and patient care. Employment...
Fun In-Service Ideas for Nurses
In-service days give nurses the chance to join with their colleagues and build their skills. Instead of planning a boring in-service full...