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

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