Wager Richard, Creelman William
Healthc Financ Manage. 2004 Apr;58(4):70-4.
To counter widely held negative images of long-term care, managers in the industry should implement quality-improvement initiatives that include six key strategies: Manage the expectations of residents and their families. Address customers' concerns early. Build long-term customer satisfaction. Allocate resources to achieve exceptional outcomes in key areas. Respond to adverse events with compassion. Reinforce the facility's credibility.
为了应对长期护理领域广泛存在的负面形象，该行业的管理者应实施质量改进举措，其中包括六项关键策略：管理居民及其家属的期望。尽早解决客户的担忧。建立长期的客户满意度。分配资源以在关键领域取得卓越成果。以同理心应对不良事件。增强机构的可信度。
