(SU06) Expectations Management - The Key to Culture Change, Quality Improvement, Risk Mitigation

Unrealistic expectations, unmet needs and diverse pre-admission experiences are risk and claim drivers. Best practices and tools shared in this program include the Resident and Family Insights Survey used to obtain information about key areas such as communication, family systems and goals of care. The program will also present education, training and implementation topics for all providers in the senior living ecosystem that can change the culture, improve quality of care, family engagement and reduce losses. We will discuss how to open the gates to difficult conversations, such as the resident’s wishes regarding care, their prognosis, and future care or end-of-life conversations. Properly educating staff and families about expectations through best practices will result in improved quality of care, family satisfaction, staff retention, increased resources, and reduced risk and liability.