Clintcast

Clint continues his discussion with clinical psychologist Russ Moulton. Today, they address the handling of aggressive customers. There are many possibilities as to the underlying root stimulus of aggressive behavior, but it is felt that these situations are often capable of diagnosis. As such, they can then be dealt in positive ways to help the patient reduce or even eliminate the negative behaviors. Listen in to this fascinating discussion!

Today, Clint speaks with clinical psychologist Russ Moulton regarding MR/DD Services in long term care. As they discuss, there are continual improvements being made in providing growing opportunities and options for these patients to incorporate greater social interaction (even to participate in work/vocations outside the facility) as well as to improve the care they receive while under long term care.

What are the best shifts in healthcare? That can only be answered by you and your organization by discussing/determining what are the best ways to ensure there is adequate staffing to deliver your outstanding customer service in ways that are financially sound, regulatory safe and that produce the expected outcomes. That being said, do not be afraid to break with old models for shift/resource scheduling in order to accomplish this if needed. Creative solutions are required to make this work for everyone involved, and great gains happen when it does!

People don’t like being ‘sold’ something, but instead prefer to purchase or buy into a relationship (pull as opposed to push). Marketing our services to potential customers should be no different. Let the prospective customer drive the process based on their interest. To do this, you must be prepared ahead of time to have various staff members (organizational representatives) ready at all times to help interact with the potential customers (again, teaming makes it easier!) and address their inquiries. Get more tips for putting your best foot forward here!

Professionalism is embodied in lots of different ways, not just our personal choices. What we wear, how we behave, how we interact with our customers and fellow staff are all things that we need to monitor daily, but other aspects such as squeaky doors, broken equipment, volume levels, etc can be important too. Most importantly, all staff members must be in agreement that team-based mentality is required and attitude is everything to help enforce whatever professional standards are chosen by the organization.

Part of our customer care package includes the various medications required by the patient to get better and our abilities to make sure the patient is receiving the correct medications in the correct dosages at the correct times. Still, we need to be ever vigilant in monitoring the outcomes of these medications to ensure that the customer is achieving the intended results without needless over-medicating, resulting in poor customer service, cost issues, time/staff inefficiencies, etc. Here are some measures to think about!

In tandem with the ongoing healthcare debate, one key aspect in question is how the country will handle Medicaid in the future. It is likely that the federal involvement will greatly increase, if for no other reason than to help wrangle in costs and state to state disparities. That being said, how can you prepare for these coming changes. Listen in!

As it has been discussed in prior episodes in a myriad of ways, teaming makes it easier, as the Care Crowd Creed states. One particularly important teaming opportunity that is critical to daily function and success in delivering customer excellence is the Therapy-Nursing partnership. These two areas commonly wrestle over our customers, sometimes with detrimental effects, but if they can get on board together as a team, great things are possible for the customer and the facility as a whole. Learn how!

There’s no question that the healthcare debate is one of the most prevalent hot-button issues of the day. How things are going to shake out is still greatly in swing but regardless, there are some things you can be doing now to prepare for the coming changes, whatever they may be. Listen in to learn how teaming is going to be increasingly important in the coming years!

Healthcare recruitment should not be solely laid upon the shoulders of the HR department, especially when retention of these hired employees is more greatly affected by the co-workers and workplace environment they will work within than by HR. How then to best recruit winning employees? Teaming to the rescue! Learn Clint’s hints for utilizing the awesome employees already in place to help seek out and hire more like-minded staffers.