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COVID 19

During the Covid 19 and Corona Virus Pandemic we have been unable to meet to have classes. I reached out to the State of California to see if we could have an exemption for the "In Person" classes, to meet virtually on line during the Pandemic and restrictions for gathering, but was told that unfortunately that they cannot allow this. 

***We will keep you posted as the Pandemic evolves and classes are needed. When this is over, we will resume classes as scheduled and offer additional make up classes. Please contact us by phone or email if you have any questions. 

Body Mechanics Part 2 of 3 Series

Healthcare and body mechanics

    Healthcare workers are often called upon to assist another person in movement. Once proper body mechanics are learned, they may become more challenging to adhere to when working with another person. Team lifting requires working together in a planned movement, to achieve a goal. Moving, or transferring a patient, also requires a planned movement, but may have more challenges to overcome, than working with a colleague.


     Healthcare workers are often called upon to assist another person in movement. This can be with medical care, personal care, or transition from one environment to another. The varied circumstances require a good understanding, and personal practice of proper body mechanics to avoid injury. The person that requires assistance may or may not know how to actively assist in a safe manner. It is your responsibility to be the knowledgeable partner, directing the movement if necessary, to keep both of you safe. 


    Team lifting requires working together in a planned movement, to achieve a goal. A team approach requires using the body mechanics actions, and principals. Assessing the situation, verbally planning, using cues, and a united motion is needed. Assess the situation, remove any obstacles, and make sure that the correct equipment is needed for the action. Verbally plan the sequence of steps, such as stating on the count of three we will move the patient up in bed. Using cues can aid in the unified effort, such as stating lift, or turn. Working together in one movement makes the effort easier, and safer for all.


     Moving, or transferring a patient, also requires a planned movement, but may have more challenges to overcome, than working with a colleague. When working with a patient only, instead of another healthcare worker, there may be additional challenges that you face. These may include that the patient is physically, emotionally, or mentally unable to assist you.


     If they are physically unable to assist, before you begin, ensure that one person can safely move the patient. If this cannot be accomplished safely, stop and find someone to help. If the patient is emotionally fragile, a calm, gentle explanation of the process will need to be completed. Speak in a soft tone before, during, and after the movement. If the patient becomes anxious, reassure them. If they need a break, ensure that it is safe to stop during the movement. If the patient is mentally unable to assist, such as with Dementia, still calmly explain what you are going to do. Reassure them afterward that they are safe. 

Body Mechanics Part 1 of 3 Series 

    Body mechanics are the use of the musculoskeletal system to maintain the correct balance, and alignment of our bodies. Body mechanics are used in every motion, and movement. The focused usage of proper body mechanics in healthcare help to keep the patient, and healthcare worker safe. Education, and constant practice of good body mechanics, aid the healthcare team in making this a unconscious effort of everyday practice. 


   “Body mechanics involves the coordinated effort of muscles, bones, and the nervous system to maintain balance, posture, and alignment during moving, transferring, and positioning patients. Proper body mechanics allows individuals to carry out activities without excessive use of energy, and helps prevent injuries for patients and health care providers “(Perry, Potter, & Ostendorf, 2014.


    Body mechanics are using the musculoskeletal system to retain our balance when we move. When we are sitting or standing, and turn our head, our bodies move slightly to the direction of the eyes. To prevent falling over, or tilting too far, our core muscles counterbalance, keeping us upright. If we move too far in one direction, our body is unable to safely maintain the alignment. This can cause an injury or muscle strain. If proper body mechanics are used, we prevent the possible injury. 


   Body mechanics are to be used by everyone, at all times. The use of proper body mechanics may take practice, forethought, and planning. When proper body mechanics are used regularly, the body develops muscle memory, and brain patterns to enforce to automatic usage with movement. 


Body mechanics are designed to work with the musculoskeletal structure to protect you, and help you in movement. When we use these principals we practice safety in our care of patients, and our bodies.

Professionalism 

Professionalism- Part 1 of 3 Part Series

Professionals may think that what happens in their personal life should not be considered in their professional life. Unfortunately this is not accurate. The internet has increased the availability of public information. Anyone can check the internet on a persons social footprint. It is necessary to safeguard your employment and personal life by protecting your privacy and safety.

It is important to think before posting or sharing information on social media. Personal stories, photos, or potentially compromising or controversial information can be viewed by some as objectionable. This information by be a harmless intent by the person sharing the information, but be taken as unreliable or unprofessional by others. A picture or statement about missing work because of a personal engagement or party type weekend, can be viewed as unreliable and loss of integrity by an employer. A political, racial, sexual, or religious comment can be viewed as opposing to the views of the employer or patient. An awareness and vigilance in sharing, needs to be a reminder when posting things from your personal life. 

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Customer Service Habits

Customer Service- Part Three in a Three Part Series


Customer Service Habits are just those, habits that we should develop. Using these habits become routine and a valuable tool in establishing and keeping positive client relationships. There are five Customer Service Habits everyone should use:

1. "Be Professional". It is important to remember you are a professional. As we work closely with a client or caregiver, we are open and communicative. That area of openness must always be balanced by understanding your role. Being a professional means remaining objective and not crossing the line into a personal relationship. This can be challenging with some people as they touch your heart. Professionalism is combining your skill or licensure, knowledge and experience, with compassion and understanding.

2. "Be Friendly". No one wants to work with someone who is not friendly or kind. Despite any angry or upset actions from others, you must remain calm, and in control. Often we observe a mean statement or ugly response in someone who is in pain, confused, or frustrated. By remaining calm, friendly, and positive we can help stabilize the situation, ease their concerns, and have them work with us instead of against us. 

3. "Be Reliable". Become a solid, dependable solution to your clients. Always arrive a little early or on time, and come prepared to work. If you have promised them something, make sure you deliver it. By working within their guidelines and requests, you make yourself irreplaceable. We all want to count on a service or item undertaken, and plan around it. Be the indispensable service for you clients today.

5. "Be Able To See The Big Picture". Often people become stuck in a circumstance or event. This prevents them from seeing the solution just beyond the problem. As a partner with them, we can help them. This is achieved by validating the problem, hearing out their frustrations, and asking what they would want to achieve or resolve. The answer may be discovered as the problem is discussed. Having another outside view will assist in identification of a resolution for their dilemma. 

Negative Turnoffs

Customer Service - Part Two of a Three Part Series


Negative turnoffs can kill any deal and ensure the customer never comes back to your business. Negative turnoff can also spiral past the unhappy consumer to anyone they share their experience with. There are five main areas where you can damage your relationship with a customer:

1. "Interruptions". Interrupting someone while they are talking is an absolute turnoff. If someone is calling with a problem or concern, they will most likely passionately describe their circumstance. Emotions may surface and threaten to take over the conversation. Wait and listen. When they have stopped speaking, apologize for not meeting and exceeding their expectations. Then start building a platform to work together to resolve any issues.

2. "Being Unkind". The tone of your voice and the inflection of your words say more than the actual words you are using. Be sensitive to the manner in how you say something. Be open and ready to listen optimistically to how you can assist the caller. Even if the caller is unkind or uses a harsh tone, do not respond similarly. Be kind, showing your compassion, and wish to help resolve any dilemma they may have.

3. "Over Selling". Promising that you can fulfill a request or special desire, and then not being able to meet that goal is a sure way to kill a sale and prevent future sales. Know what you are able to offer . Know your regulations and licenses that may limit you from being able to fulfill a request. If you have agreed to meet a need or wish, and then later find our you are unable to, immediately call the customer and explain why you are unable to fulfill it, and offer other potential options for them to choose, which could work to address their need.

4."No Follow Through". Intentions to follow through on a task or request, and actually following through are two very different things. If you promise to look into something for a client, follow through. Put the task on your calendar, and don't remove it until it is satisfied. If your mission is taking you longer than anticipated, stop and call the client, explaining you are still working on it with an estimated date you will have resolution for them.

5."Ignoring Them". Ignoring a problem or upset customer is an absolute no-no for any business. Ignoring it will not make it go away. You may need a quiet space, and have detailed information ready, before you talk to them. Give yourself time and patience to hear out their concern, apologize for not being able to meet their expectations, and try to work with them to fix the problem- to their satisfaction Helping them get past anger or misconceptions, will aid in preventing a poor review of your services. 

Positive Customer Service 

Customer Service-  Part One of Three Part Series


Customers are the life blood of any business. The services and treatment they receive influence who, and where they will go the next time they need service. There are five elements in Positive Customer Service:

1. "See Them"- See them as an individual with specific needs and requests. Focus on their voice, message, or email. Take notes of their posturing, emphasis, and urgency.

2. "Hear Them"-  Hear the words they are saying. Respond specifically to their unique needs. Hear the tone of their requests. Listen to how you can resolve their problems.

3. "Repeat Back"-  Repeat back to confirm if you have understood their inquiry and how to resolve it. Repeat back any details, dates, and parts of their dilemma. Repeat back their contact information, and when you can return their call.

4. "Smile"- Smile as you listen and as you. speak. When you smile your attitude changes, and you can hear the open, positive approach through your voice. 

5. "Pick up the phone"- If your communication is entirely electronic, and your responses are more than twice, stop, and pick up the phone. Talk to them directly. The personal interaction allows a relationship to start, sharing a feeling of urgency, and the desire to fulfill their needs.