Customer Experience
Using technology to solve the long-term care workforce crisis
Using technology to solve the long-term care workforce crisis The labor market for Long-Term Care communities has gone from bad to worse. Newly announced COVID-19 vaccine requirements for staff members will further exacerbate the workforce shortage. Many communities are facing higher wage costs as a result. Technology can play a role in reducing the stress…
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Building Census – Customer Experience and Beyond
Building Census – Customer Experience (CX) and beyond Long Term Care community census is still down. Communities need creative strategies The impacts of the coronavirus still reverberate throughout the long term care industry, with census recovering, but slowly. A survey done early in 2021 indicates that as many as 1600 long term care facilities could…
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CURES Act Information Blocking Compliance
CURES Act Information Blocking Compliance The 21st Century Cures Act (“Cures Act”) is a bipartisan-backed law passed in December 2016 and implemented through rulemaking as of April 5, 2021. A key aspect of the Cures Act is the intention to give patients safe and secure access to health data so they can better manage their care and make more informed healthcare…
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Improving family relations and complying with the 21st Century Cures Act
Improving family relations and complying with the 21st Century Cures Act Under normal circumstances, good communication is essential, but post-pandemic and under the new 21st Century Cures Act rules, it is necessary to be more diligent and transparent in communicating with residents and family members. This takes a great deal of time and organization on…
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Solving workforce retention and burnout Issues in Long-Term Care
Empowering families with self-serve resources to reduce low-value staff interactionsStress and burnout among long-term care staffAlthough many long-term care workers are highly committed to their work and derive satisfaction from it, research has extensively documented the many difficulties of the job. Repetitive administrative tasks and time-consuming, but non-care-related family requests take time away from rewarding…
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Regain Census Post-COVID with Service Recovery Strategies
As the senior care industry begins to emerge from pandemic response mode, an initial focus is how to gain census and add new customers. Regaining customer trust is necessary to attract new residents and persuade their families that facilities have learned important lessons from the COVID-caused isolation and family separation. We evaluated the “service recovery”…
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Customer Experience Strategies to Recover Lost Census
Recovering lost census is a priority for senior care operators in 2021. A strong focus on the customer experience of residents and families is critical to capturing new admissions.Download this Resource Guide to gain a greater understanding about:The impact of COVID on senior care census in 2020How the families of residents play a key role…
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