Nursing
Med pass is late
Positive: some people require extra assistance, they need to be careful to ensure the correct medications are being passed out
Negative: these lazy people always take too long. They don’t move fast enough.
Always running out of toilet paper
Positive: ask if they can leave an extra roll as a backup
Negative: it isn’t that hard to replace a roll of toilet paper in a timely fashion. What else do they have to do?
A trip is canceled because no one signs up
Positive: it could have been a busy day for some
Negative: it was a stupid place to pick for residents, no wonder why they didn’t want to go
The internet and cable always go out when it storms
Positive: it happens! Connections tend to get bad in stormy weather. It will be back on soon.
Negative:this is the worst provider imaginable! Who was stupid enough to pick this!
A resident doesn’t like the food options
Positive: what can we add to our menu that you enjoy eating?
Negative: if you don’t like what’s being served you can buy your own food.
Resident tell CNA that they spilled juice on the floor
Positive: okay, not a problem! let me get a towel and call housekeeping to come mop the floor for you
Negative: what do you want me do do about it? its not my job.
Resident voices concern that the cleaning team is sub-par
Positive: thank you for letting me know, I will go over the proper methods with them
Negative: you're just lazy and don't want to do it yourself
Nursing tells activities that Miss Suzy said all of the activities are too hard for her.
Positive: lets incorporate or adapt to something you enjoy doing!
Negative: you just don't know how to have fun
Patron notices that the sidewalk is cracked and tells the maintenance director
Positive: thank you for letting me know I have already reached out for a quote
Negative: Yeah, I know. It has been that way since I started working here.
Person voiced concern of finding hair in their food
Positive: thank you for letting me know! I'm sorry that happened to you, let me get you a new plate
Negative: Eh, it happens.
Concerns of missing programs because they are not up and ready on time
Positive: thank you for letting me know. I will talk with the Director of wellness to see if we can help.
Negative: there are a lot of people that need help. you just need to wait.
Mr. Ray alerts a team member that his trash hasn't been emptied in 3 days
Positive: Okay let me take that for you. I will let house keeping know your concerns
Negative: And... what do you want me to do? That is not my job.
There is nothing to do... I'm bored
Positive: let's chat! What do you like to do? I would happily add a programs that you are interested in
Negative: The calendar is packed with activities, there is nothing I can do for you.
Resident is concerned that the sink in the common area is leaking
Positive: Thank you for letting me know! I will get that fixed right away
Negative: Its okay, ill just put a bucket under it.
Concerns of cold food
Positive: I'm sorry let me warm that up for you
Negative: That's what happens when you are constantly talking