New York Nursing Home Makes Improvements in Challenging Environment
HR Perspective
Often complaints or issues raised by residents or family members can be minimized with open and honest communication. We don’t have to be perfect, but we must make an effort to understand issues presented and do our best to address them in a timely manner
After residents’ families demanded a sit-down with administrators of a New York nursing home over quality of care, the company that runs the facility made a series of changes and upgrades, including hiring a new administrator, who established an open-door policy that family members have noticed and appreciated. The administrator said he spoke with around 50 family members in hallways and his office in his first two months, compiled a list of priorities, then called a group meeting that was attended by about 80 family members. According to the administrator, the increase in communication has gone a long way to addressing family concerns. “They all know my door is open. Hopefully we can take care of but if we can’t, I explain ‘this is why we can’t.’” The family members have appreciated his responsiveness. They said he gets back to them within hours of receiving their calls or emails. One family member said, “I don’t know that I’ve dealt with any business or customer service that’s addressed things as quickly.”
