Satisfied Customers Seldom Sue - Wichita

Kansas Adult Care Executives presents: 

“Satisfied Customers Seldom Sue”

Carol Marshall M.A., Risk Manager, will present 2 full day seminars:

· Hands-on, “put it to work” tomorrow tools to increase customer confidence and reduce risk of claims

· Specific steps to manage the Difficult Family

· QAPI and Customer Service, yes, it can be tracked, trended and improved

· Cross-Generational Management: “You mean I don’t get a trophy?”

· Telling the family: Bad news, good relationships; preparing for the inevitable

· Reputation: Hard to gain, easy to lose

· Roll out a Customer Service Program that improves staff morale, resident satisfaction and family involvement

· You know you are having a bad day when the 60 Minutes® van is in the parking lot

As a risk management and regulatory specialist, based in Fort Worth TX, and a skilled trainer, she has trained owners, administrators,       managers and staff members in long-term care facilities about the benefits of exceptional customer service, Medicare compliance, quality improvement, corporate compliance, worker’s compensation and risk management.  Marshall’s expertise includes regulatory compliance consulting, site audits and regulatory research for skilled units, rehabilitation units, and other post-acute and long-term care settings.

Throughout her career she has held positions as a University Professor, a clinician in private practice, vice president of risk management, board member and a clinician and manager in both acute and post-acute care settings.  She is the author of Risk Management Through Exceptional Customer Service 

(HCPro, Inc., 2006) and Satisfied Customers Seldom Sue (HCPro, Inc., 2009) as well as numerous articles on clinical and regulatory

issues.   She obtained her Bachelor’s Degree from Los Angeles State University and her Masters from San Francisco State University.

Join us for this fun filled and informative day.  Carol promises to bring a new and fresh approach to essential relationships to reduce the risk of claims, improve reputations and boost customer service.

Continuing Education Credit:

Administrators - This course is approved for seven continuing education clock hours for adult care home administrators in the core area of  resident care hours.

Nurses - CNE’s will be available for nurses.

Attendance Certificates will be available for all other attendees.

Register online at www.kaceks.org or download the form here: Satisfied Customers Seldom Sue Registration Form 2.pdf