Customer Experience
70th AHCA/NCAL Convention and Expo
.jpg "Wendy Leebov, Ed.D. photo")
Wendy Leebov, Ed.D.
SVP, Program Development
Language of Caring, a Branch of Planetree International
Disclosure: Nothing to Disclose
Staff members in long term care are caring people. Yet in today’s atmosphere of heavy workloads, multitasking, and stress, it’s not unusual for us to become so task-oriented that we don’t communicate how much we care. When our caring is not visible, it’s as good as absent from the experiences of the people we serve. The result: Residents, families, and coworkers don’t see us as the caring people we are, and that can lead to disappointing survey scores that affect consumers’ choice of long term care facilities.
This session presents leaders with a proven strategy for developing staff so that all individuals make their caring visible and felt in their daily interactions. This is key to achieving a caring community where staff love to work and residents and their families rave about the people and their care. It is also a powerful tactic for elevating the community’s survey scores and position as a facility of choice.
Attendees will experience the powerful Heart-Head-Heart communication model and the concrete skills that help staff connect with people personally, convey empathy and support, and earn people’s trust, confidence, cooperation, and partnership. The presenter will identify proven tactics for staff development to make caring communication the universal language. They will also demonstrate significant improvement in three organizations’ CAHPS survey results for communication-related items and “likelihood to recommend.”