Customer Experience

70th AHCA/NCAL Convention and Expo

CE-2 - People Get Ready: The Boomers Are Coming!

Speaker(s)

• 

  Linda Estes, RN,BS,NHA

  Director of Quality and Regulatory Affairs
  Tennessee Health Care Organization

  Disclosure: Nothing to Disclose

By 2030, it is predicted that baby boomers over the age of 65 will make up 20% of the U.S. population. As health care moves out of care for the silent generation, significant changes will be required for the boomers, who have a history of high expectations and a determination to not accept less. Knowing these expectations will be critical to the survival of nursing facilities, and obtaining that information using the AHCA CoreQ should give facilities insight into the requirements of their current and future customers.

Learning Objectives:

• Describe at least three ways CoreQ can assist the facility now and in the future with complying with customer expectations.
• Diffrentiate the "Baby Boomers" and the "Silent Generation" in service delivery and customer satisfaction.
• Discuss some of the transformations that facilities will be expected to perform.