First impressions can be lasting impressions, so the saying goes. That certainly applies to Long Term Post-Acute Care (LTPAC) providers; the first impression that a family has of a facility or community can color the way those family members view everything else that happens after the admission process is complete.
What did the front lobby look like? How was I welcomed? Was the Admissions Director on time? Did they keep me waiting? Was their office disorganized and messy? How did they present the stacks of paperwork to me that I had to sign for my mom to be admitted? Have the admission documents been copied so many times that the text is crooked and faded? Any of these questions could – and particularly the last question – could leave families thinking that your organization doesn’t pay attention to details.