Complaint and Incident Intake for Long-Term Care - WBT

Centers for Medicare and Medicaid Services (CMS)

CMS plays a critical role in ensuring that individuals in their care facilities are protected and free from abuse. ArcSource was able to capture their proven interview process by working closely with a team of expert surveyors. We identified and incorporated over 25 real-world scenarios that illustrated the correct and incorrect way to respond to complainants. The resulting interactive training allowed learners to progress through the various scenarios, where they encounter expert tips that reveal best practices. Useful job aids are available through the Resources Toolkit so they can be referenced on-the-job. These immersive tutorials spark compassion and equip new surveyors with the skills they need to perform effective interviews.

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