Customer Experience
2018 AHCA/NCAL Annual Convention
Mary Tellis-Nayak, RN, MSN, MPH
VP Quality Initiatives
MyInnerView by NRC Health
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.
VP Quality Initiatives
MyInnerView by NRC Health
Email Address: mary@myinnerview.com
Telephone Number: (773) 942-7525
Provider Type: 60 minutes
PAC-4 - Leading in the 21st Century: What Does it Take?
Tuesday, October 9
9:30 AM – 11:00 AM
CE-4 - Understanding Why People Complain and How to Create a Positive Outcome
Wednesday, October 10
10:30 AM – 12:00 PM
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