Webinar with Beth Jones, NHA, PT, DPT, GCS, RAC-CT, CEEAA
Presented in partnership with Aspire Regional Partners

Every long-term care professional encounters residents or families who seem impossible to please—but what if those “chronic complainers” could become your strongest advocates?

In this engaging, practical webinar, Compliance Specialist Beth Jones shares proven strategies to recognize behavioral patterns of persistent dissatisfaction and turn negative interactions into moments of trust, connection, and improvement. Learn how to strengthen communication, prevent complaints before they escalate, and create a culture of proactive service recovery that builds champions for your organization.

You’ll learn how to:

• Identify the common causes and behavioral traits behind chronic complaints
• Use resident-centered communication techniques to maintain dignity and trust
• Implement service recovery strategies that close the loop and foster satisfaction
• Engage your team in proactive, interdisciplinary complaint prevention
• Turn feedback into meaningful quality improvement and advocacy

Who Should Attend:
Administrators, Directors of Nursing, Compliance Officers, and any team member involved in resident and family relations.

Join us to transform frustration into partnership—and complainers into champions!