Regency Nursing Excels in Key Areas, According To Study

This past April 11, there was a webinar hosted by the American HealthCare association, whereby they identified seven elements which are common to the experience of every satisfied nursing facility customer.

The webinar leaders Stan and Chris Magleby (founder and CEO of Pinnacle quality insight) are no strangers to surveys, having conducted over 500,000 customer satisfaction phone surveys since 1996.

Their findings lend further credence to the growing stellar reputation of the Regency Nursing & Rehab facilities in New Jersey, as being amongst the finest skilled care providers in the country.

The seven identified elements are as follows:

  1. Treat everyone with importance. This encompasses everything from knowing a patient and/or resident’s name, to being genuinely interested in their care plan and welfare. At Regency Nursing facilities in New Jersey, we take exceptional pride in our unsurpassed commitment to the welfare of our patients and residents and we are on a first name basis with every one of them and their extended families.
  2. Explain what you will do, are doing, what you did and what you expect to do. Be proactive about involving the patient in his or her care plan. This includes everything from a Certified Nurse Assistant explaining why she is leaving a pitcher of water in the room, to explaining the more esoteric nuances of the patient’s Medicare coverage benefits.
  3. Exceed expectations. It’s no longer enough to be “good,” Magelby says. Consumers expect to get good care in a clean facility with good food. “We are looking for wow moments,” which can be a “long process of consistent behavior,” he says.
  4. Lose wait. Don’t keep people waiting long for call buttons to be answered, food to be delivered to their table, rooms to be prepared for admission, or phone inquiries to be picked up.
  5. Make lemonade from lemons. When negative things happen, look for the silver lining and the inevitable lessons to be learned and transform those experiences into something positive.
  6. Bragging right. Do not promote what you cannot deliver upon, but be extremely proud to highlight that which you excel in. At Regency Nursing & Rehab facilities, we are always proud to point to our many varied accomplishments, but we never rest upon our laurels and always seek to grow in new areas and tackle new frontiers.
  7. Invest in employees. Respect their need for the knowledge necessary to do their job, respect their feelings, respect their desire to have an impact and respect their workspace and time. At Regency Nursing & Rehab facilities, our employees are our biggest asset and we treat each and every one of them with the highest level of respect and appreciation for their work. The level of trust and support which we impart to our employee’s, is manifest and evident in the huge degree of motivation and compassion which they bring to their work. In the final analysis, the biggest beneficiaries of this exceptional dynamic are the patients and residents themselves.

About Judah Gutwein, L.N.H.A.

As a Licensed Nursing Home Administrator, with additional years of experience as an Admissions and Marketing Director, I am intimately familiar with the challenges of building and maintaining a vibrant census in nursing and rehab facilities. Regency Nursing Centers has a well deserved reputation for excellence in healthcare and I'm extremely proud of our achievements! Thanks for reading our Regency Blog!
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