The Aging Process
A mood disorder that causes a persistent feeling of sadness and loss of interest.
What is depression?
A process in which Department Managers introduce themselves, welcome new residents and build new relationships within 48 hours of admission.
What is Meet & Greet?
Treating all residents as "my resident" by responding to concerns and answering call lights.
What is personal responsibility?
Good morning! It's a great day at Forest Hill Health & Rehabilitation Center; ________ speaking. How may I help you?
What is the standard telephone greeting?
A medical term describing changes in memory and thinking abilities that are significant enough to interfere with every day activities.
What is dementia?
Program in which each resident is assigned an advocate who regularly checks in and serves as a point of contact for the quick resolution of concerns.
What is the Ambassador Program?
Knock on the door, introduce yourself, call the resident by his/her preferred name and explain the reason for your visit.
What is behaving as a guest in the resident's home?
Positive and powerful words such as “please”, "thank you” and “you're welcome” build a reputation for you and for Forest Hill.
What is common courtesy?
Memory loss, problems with abstract thinking, impaired judgement, diminished language function, orientation problems, personality changes and temperament changes.
What are symptoms of dementia?
Process designed to quickly address issues identified by residents regarding the level of service: concern, action, response and sustain.
What is CARS?
Treating a resident the way you would want your own family member to be treated.
What is the "Mom" Test?
By the third ring.
What is best practice for answering the phone?