Turning Complaints into Compliments Toolkit

This guide was created by the AHCA Customer Experience Committee, with collaboration from the AHCA Survey/Regulatory Committee to assist Skilled Nursing providers in the effort to turn resident and family complaints into compliments. The guide was developed to assist members in gaining an understanding of how to complete effective complaint management to improve overall satisfaction in the facility and inspire culture change throughout the facility. Seeing complaints as an opportunity to improve a facility’s quality of care will lead to a more positive working environment for facility staff and enhanced living environment for residents.

Registration is free for AHCA members. 

Follow the Instructions Below to Register: 

• To avoid technical problems, use Google Chrome. 
• Members will need to log in using their existing email and password first. 
• Once you are logged in to the website you will be able to register by clicking the green register button at the top of the page. 
• If you have forgotten your password click here. 
• If you are new to the site, you can create an account here. Answer all fields on the create an account page- especially locating your company name. You can search by name or zip code. After creating an account, you will be able to register. 

Email educate@ahca.org if you need assistance with registering.