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Retzke & Associates, Inc.
9/12/2017

All workshops can be tailored to your time frame, goals, and budget.
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Workshops approved for CEUs

Managing Service Recovery
Excellence in Customer Service
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Customer service and service recovery workshops
Focused Facility Review
Complaints and More Complaints
Cool Customer Relations
Customer Service Friendly - Getting Ahead of Complaints
Get out of the Ruts
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Sales and marketing workshops
Getting Healthcare Marketing on Track ... Asking the Right Questions.
Sales Call or Well-paid "tourists"
The A, B, C's of Marketing
Putting the Mystery Back into Marketing
Turning Community Events into Sales Leads
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Quality improvement workshops
Communications that Win Over Families
Understanding the Quality Movement and Baldrige
Quality: Understanding it, Doing it, Being Recognized
Quality: Taking it Up a Step
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Employee training and retention workshops
Taking the Mystery Out of Reducing Turnover
Winning Plays for the Team
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Nonprofit Governance
Getting Board Members Involved in Fund Raising
Orientation Express

CONTACT RETZKE & ASSOCIATES AT 414-840-6754

Quality improvement workshops

Communications that Win Over Families
In long-term care facilities, communications with families such as family meetings and meaningful newsletters are critical. Ron will cover approaches how to deal with a number of difficult family situations. The workshop also covers ways to develop a supportive family council and how to turn around a family council that has become a negative force. The workshop is based on first hand experience in working with families.

Understanding the Quality Movement and Baldrige
Quality processes underlie all activity in a health care facility. By understanding and following proven principles for quality, facilities have been able to show demonstrated success in such critical performance areas as census, staff retention, nursing care, and compliance. This session covers the history of the quality movement highlighting practical lessons form LTC facilities. The Baldrige criteria for quality will be highlighted.

Quality: Understanding it, Doing it, Being Recognized
This workshop covers the application process for the step one award from the American Health Care Association. In addition to covering the 18 questions, it will show participants how to meet the criteria and respond to the question to meet the rater's criteria. Ron has successfully guided over 25 award winners through this process.

Quality: Taking it Up a Step
This workshop covers the application process for the step two award from the American Health Care Association. It is a much more challenging application and Ron uses concrete examples showing how the 11 core values need to be met. Ron has successfully guided a number of award winners through this process.

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