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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.

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