Even when you have the best possible staff, delivering the best possible care, in the most efficient manner... something can still go wrong. You get a complaint! No one individual, staff or facility can be absolutely perfect. The difference between success and failure is determined by the manner in which we handle complaints. Every time residents and families come in contact with a health care professional, they make a judgment about the quality of care or service they receive. This DVD addresses techniques and protocols for dealing with complaints.
DVD Length: 1.5 hours