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Employee satisfaction is a highly reliable barometer as to how family members of

residents rate the quality of care in nursing homes.

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Providers can improve performance and

family satisfaction by focusing onemployees.

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1.Strong Leadership/Supervision

2. Responsive Management3. Quality Work Environment4. Effective Communication5.Appreciation/Acknowledgment

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1.Strong leadership and supervision is

critical - At all levels!

2. Without strong leadership and a culture

of quality performance, improvement isnot sustainable

3. Engage and inspire the employee.

4. Encourage feelings of appreciation and

value for employees achievement and

efforts

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Strong Leadership/Supervision Cont.

1.Modelling respect

2.Establishing a working relationship

with immediate reports

3.Building partnerships throughinvolvement and participation

4.Keeping employees informed and

making them a part of the decision

making process whenever possible

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Responsive ManagementThe quality of supervision an employee

receives is critical to employee

retention!

1.Be visible

2.Exhibit fairness in employee treatment,

compensation, benefits and advancement

3.Understanding employees job duties, both

defined and actual

4.Clarify job expectations, daily, weekly and

ongoing

5.Take time to meet with new employees, learn

about their talents, abilities, skills, expectationsand career goals

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Responsive Management Cont.

1.Meet with each employee periodically

2.Provide ongoing support and direction

3.Provide regular and timely feedback from

both manager and employee

4.Provide feedback that is constructive, non-

threatening and factual with defined

expected results

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1.Organizational climate and culture of fairness

2.Adequate resources to perform job duties

(training, equipment, supplies, etc.)

3.Adequate environmental design, physical

surroundings and workplace safety

4.Clinical systems, guidelines, standard operatingprocedures

5.Information technology systems and support

6.HR support, staffing levels, working conditions,

personnel issues, conflict resolution assistance

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1.Effective communication mobilizes andenergizes

2.Choose verbal or written communicationas appropriate

3.Written communications need to beprofessional, accurate, fact-based, andnon judgmental

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1.Choose verbal communicationwhenever possible, with writtenfollow-up as necessary

2.Verbal communication involveslistening, observation and dialogue

3.Expect to be misunderstood

4.Use I rather than you messages

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ACTIVE LISTENING:

Helps to improve relationships,makes people feel understood,and cared about.

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1.Suspend doing other things or tasks2.Make eye contact3.Be sincerely interested in what person is talkingabout

4.Do not interrupt5.Do not formulate your answers while person istalking6.Restate what you hear the person say7.Ask clarification questions when necessary

8.State your views only after you have activelylistened

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There is a basic human

need for belonging,achievement, recognitionand appreciation.

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1.Well-chosen, well-timed sincere words of praise2.A thank you goes a long way!3.Notes, cards, letters, awards, trophies, giftcards4.Company outings, celebrations5.Employee recognition programs, employee ofthe month, etc.6.Professional Development opportunities such astraining programs, workshopsPromotion/advancement

7.Time off, salary increase, bonus