Tip of the week: Prevent lawsuits with good customer service
Contemporary Long-Term Care Weekly, April 9, 2009
You probably chose healthcare as a career because you genuinely like and want to help other people. Being nice, empathetic, and responsive to everyone will go a long way toward preventing litigation. Make sure all staff are aware of the facility’s commitment to customer service and guest relations. Provide inservices and role-playing activities to teach “people skills.” Most people find it difficult to sue someone who they respect and like. They find it difficult to sue people who are perceived to be helping them. Keeping the residents’ best interests in mind is your ethical responsibility. Adhering to this ethical code also protects you from potential liability. Residents and families are less likely to file a lawsuit if they believe you are sincere and conscientious, and if they are confident in your ability. Because of this, being nice to everyone and gaining resident and family support should be high priorities.
This tip is from HCPro’s book The Long-Term Care Legal Desk Reference, by Barbara Acello, MS, RN.
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