Long-Term Care

Managing the difficult family: From adversary to advocate

PPS Alert for Long-Term Care, September 1, 2010

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So what can SNFs do to break the cycle? Implement a problem-solving approach that really works.

The difficult customer isn’t being difficult on purpose. Think of difficult customers as normal people trying to adapt to an abnormal situation. Rarely does a person set out to make another person’s life difficult. It is only when the customer feels wronged or overwhelmed that his or her actions become unacceptable.

This is an excerpt from a member only article. To read the article in its entirety, please login or subscribe to PPS Alert for Long-Term Care.

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