Course trains staff in customer care


Posted on February 1st, by editor in Caring Times. No Comments

The residents look content, the meals are served at a regular time and the home is clean. To an outsider, such a nursing home appears to offer a good standard of care, but how can visitors really be sure that staff are acting with the best interest of the residents at heart at all times and are not just “doing a job”? Karen Cook, Craegmoor Healthcare’s special projects manager, has worked as a nurse for 20 years. She believes many professionally managed homes are let down by staff who fail to see the impact that their attitude to work leaves on visitors and residents. Ms Cook said care home staff, however well trained, could sometimes be unaware of how their actions are perceived by residents and visitors, and could – unintentionally – do a major disservice to a home by moaning to visitors, failing to observe a resident’s confidentiality, or treating an elderly person like a child. “I know that many homes have lost potential business because the action of one member of staff leaves a bad impression on a visit





Comments are closed.


Latest blog posts

Inconstant gardeners

By Caring Times editor GEOFF HODGSON

Last Saturday was fine and dry so I managed to put in a few hours on our allotment. Not...

When the chips go down . . .

By Caring Times editor GEOFF HODGSON

I have heard people say they couldn’t get by without their smartphone, and I suppose this must be true...

Loneliness behind the front doors

By Guest Blogger KEITH LEWIN

Last week SCIE issued its monthly ‘Briefing for Commissioners’, its focus is on social isolation which it correctly says “can...