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All health care professionals have encountered residents and  families that have been difficult to please despite our best efforts. Join us for this frank discussion on why some caregivers are more difficult to work with than others and how to identify them early on. Learn strategies to identify different types of difficult and challenging residents, families and caregivers and methods to manage these situations while achieving the best possible therapeutic outcomes.

Objectives

Participants will be able to:

• Identify basic customer service principles that diffuse difficult and challenging families and residents;
• List the three types of difficult and challenging families and residents;
• Identify strategies to prevent difficult and challenging resident and family behaviors from occurring;
• Identify and apply best practice strategies to situations involving difficult and challenging families;
• Identify what causes difficult and challenging family and resident behaviors; and
• Identify the impact of difficult and challenging family and resident behaviors on quality of care.