Elevate your customer experience with these best practices

Plan ongoing staff training and development: Everyone on your team should have regular training on customer service, empathy and effective communication. Teach staff to handle complaints or concerns with understanding and empathy, and to use a solutions-oriented approach to resolve issues. You should also offer specialized training tailored to specific resident needs, such as dementia care or mobility assistance, so your staff can meet the unique needs of each resident.

Create a welcoming, inclusive environment: Always remember, first impressions matter. Make sure your facility is welcoming, clean and well-maintained. Offer a range of activities to keep residents engaged, with social, recreational and educational activities that cater to a wide range of interests and abilities.

Establish effective communication strategies: Keep families informed about their loved one’s care with regular updates, including any changes within your facility. Make sure communication channels and tools are easy to access and provide a way for residents and families to provide feedback and voice concerns.

Integrate technology: Many technology tools are available to enhance quality of care and communication among all stakeholders. Resident portals are user-friendly and offer an easy way for residents and families to find information and communicate with staff. Telehealth tools offer convenient access to healthcare services, and AI tools can monitor residents and alert caregivers so they can anticipate individual resident needs.

Build strong relationships: Encourage involvement in resident councils so residents have a voice in decision-making, helping increase their satisfaction levels. Families should also be involved in regular meetings, special events and ongoing communications.

Embrace interoperability: Make your admission process seamless by integrating systems that allow easy sharing of resident data not only across your departments, but also with external healthcare providers. These systems also support smooth care transitions and more consistent, higher quality care by enabling the secure, efficient exchange of health information between different care settings.