Customer Experience

2018 AHCA/NCAL Annual Convention

CE-4 - Understanding Why People Complain and How to Create a Positive Outcome

Wednesday, October 10
10:30 AM - 12:00 PM
CE: NAB: 1.5 | Nurses 1.5

This session will focus on understanding why people complain, what responses they are seeking, and what communities can do to address their complaints. Research from the Technical Assistance Research Program’s (TARP’s) first study for the White House Office of Consumer Affairs will establish the foundation for the importance of seeking feedback from residents. Data from resident satisfaction surveys across the post-acute continuum will provide information about the current state of satisfaction. Using this data, we will explore the “whys and wherefores” of the results, focusing on how to manage the information and incorporate it into performance improvement activities. Not surprisingly, there is a strong link between resident satisfaction and employee satisfaction; we will explore this link and come up with a list of actions attendees can take to improve them both.

Learning Objectives:

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Mary Tellis-Nayak, RN, MSN, MPH

VP Quality Initiatives
MyInnerView by NRC Health

Mary began her career as a teacher before making the switch to nursing. She has worked in most areas of care for the elderly: as a bedside caregiver in a hospital-based SNF, a manager of a home health agency, a DON in a freestanding nursing home, and the chief clinician in a large multifacility organization. She was the president/CEO of the American College of Health Care Administrators. Throughout her career, Mary has led quality improvement programs throughout long-term care. In leading JCAHO's program for long-term care accreditation for ten years, she developed the first set of standards for dementia care units, subacute care, and long-term care pharmacies. Mary is currently the Vice President of Quality Initiatives for MyInnerView, a product of NRC Health. Mary and her husband published a book - The Return of Compassion to Healthcare - which is available on Amazon. Mary and Vivian were named the recipients of the 2013 Mary Ousley Champion of Quality Award.

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