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...ished. Medicare covers only skilled care for a limited time after hospit...g LTC coverage as an effective health-care option. To avoid such claims, the N...

...ly observed well educated, highly skilled professionals performing procedures ...nt/customer. The Louisiana Health Care Group slogan bears repeating: ̶...

... at work, but at play. In a digital world, eyes and ears are everywhere. Be careful what you do and say. Episode # 5 — Customer Service Is for Customers. Hospitals and businesses spend billions of dollars teaching and studying customer service, communication skills, TQM, and outcomes. Unfortunately, much of this investment is wasted because it focuses on processes, rather than people. Great conversationalists don't talk: They listen and observe. As a customer, I don't want to know how smart you are, I ... Even though the sign says WET PAINT, we have to touch it — and then we get upset when our finger gets sticky. When my mother-in-law was in the hospital, the sign on her door read "No BP/Venipuncture to left arm." A nurse walked into the room and began to inject something into her left arm. When asked about the procedure and its apparent conflict with the sign, the nurse said, "I didn't read it!" Develop and use your Common Sense (read the signs) ... . Finally, after considerable "encouragement" by me, this system delivered to her a pain pill! Returning to Maslow's theory, I believe that pain is on the Survival level of the pyramid. My mother needed relief immediately. The next conflict between delivery of care and patient satisfaction began with her arrival at 4:30 a.m. and concluded at 3:00 p.m , when we discovered that the staff had forgotten to feed the patient. Suffice it to say, when you're hurting and hungry and about to be injected ...