What You Need to know About Service Recovery

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Service recovery in healthcare is a process designed to identify where service has failed the customer, then rectifying the issue to regain trust and loyalty from the customer which will keep them ret...


The ABCs of RSV


You’ve probably seen the commercial on TV. Happy older adults talking about their plans for the summer and fall and the fun things they’ll do. Then the screen gets dark, and a dire warning appears abo...


The Power of Togetherness


Loneliness and isolation are felt by millions of people everyday, even with the population in the United States now estimated at 335.1 million, according to the US Census Bureau. Unfortunately, feelin...


Hear Me Out: It’s Better Speech and Hearing Month!

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This subject is very important to me on so many levels. I was born with a congenital (a disorder present at birth) hearing birth defect. My childhood consisted of ear infections, multiple surgeries, a...


Living On The Autism Spectrum

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April is Autism Awareness month. So you may see a blue porch light or multi-colored puzzle pieces, both of which have become symbols for autism support and awareness. These things are important becaus...


The Pieces of a Puzzle that Make Up Direct Care

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While traveling recently, I was lucky enough to get a window seat. After takeoff, I noticed how I could see pieces of land, water, and what look like mountains. I was amazed by how they all came toget...


Let’s Get to Brushing!

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I work as a CNA and a preceptor on the morning shift. When I train new CNA’s, I have to slow down to teach them as we go. However, working in a memory care unit can be very eventful, and it can be str...


Brrr…It’s Cold in Here

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December is here. For me this month brings kids being out of school for two weeks, lots of families visiting my residents for the holiday, and — of course — the joy from the most wonderful...


When a Resident or Client Loses a Pet, You Can Help

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I remember in college losing my childhood pet – a cat named Tiger. I only got to see him on Christmas and Spring breaks, but I had grown up with him and was devastated. Something similar sometimes hap...


Whooping Cough’s Not Just for Kids: What You Need to Know

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If you think of whooping cough, or pertussis, as a childhood illness, think again. Adults of any age can contract this condition. In fact, in 2019 nearly 25 percent of reported whooping cough cases in...