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Susie has been working as an Executive Director of a long-term care for over 35 years. She recently is relocated to a facility with high employee turnover. No one has worked in the facility for longer than two years. Patients and their family members have begun to complain about the lack of consistency and quality care. Susie immediately schedules one-on-one meetings with staff and then a town hall meeting with residents. After meeting with staff, she finds that the culture is condescending, some employees do not have experience, and training is not provided. The residents share that when they contacted nursing staff for assistance, they would have to wait for long periods of time before anyone came. Additionally, they could smell cigarette smoke on nursing staff and excessive cell phone use was observed. Susie realizes that she has a huge challenge ahead of her. Susie calls her best friend, Betty, who is a management consultant for long-term care organizations.
If you were Betty,
What could possibly be the root causes of problems and some recommendations to help Susie lead a productive organization?
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