Stress! It’s a common denominator with patients, families, and caregivers. With everyone feeling the pressure, how can you realistically handle expectations and successfully turn unrealistic expectations around? This program will address how to respectfully respond to these difficult issues and craft more reasonable – and acceptable – outcomes.

AFTER THIS WEBINAR YOU’LL BE ABLE TO:

• Create realistic expectations for clients and their families
• Use one of three techniques to create quick rapport, even when time is limited
• Define the key driver of client satisfaction
• Explain three ways to respond to unrealistic expectations
• Inspire trust and confidence with a technique used by screenwriters

WEBINAR DETAILS: Managing expectations is a process of helping people know how to be right and when to be satisfied. In hospice, home care, home health, and palliative care settings, patients and their families are often under tremendous stress. Since people may not be at their best, how can unrealistic expectations be managed in a respectful way?

For caregivers, the personal rewards of providing healthcare services are closely linked to the quality of relationships developed with clients and their families. How can you create a positive experience for every client, even when time is limited? Discover the key driver of client satisfaction and how to strategically focus on two things that almost every person wants. Attend this session to learn and appreciate how you make a difference, even in brief relationships.

THIS WEBINAR WILL BENEFIT THE FOLLOWING AGENCIES: Hospice, Home Health, Home Care, Palliative Care

WHO SHOULD ATTEND? This informative session will benefit anyone who provides client care and leaders responsible for helping staff handle client encounters in a responsive, respectful way.

TAKE-AWAY TOOLKIT

• Checklist for setting pre-hire expectations or to use in staff training
• Five-step process for helping clients self-prioritize needs
• Template to identify client emotional needs
• Self-assessment: Do you communicate or connect?
• Training log
• PDF of slides and speaker’s contact info for follow-up questions
• Attendance certificate provided

DON’T MISS THIS RELATED WEBINAR!

Family Estrangement & Peacemaking for Home Health & Hospice Patients on Tuesday, November 18, 2025

NOTE: All materials are subject to copyright. Transmission, retransmission, or republishing of any webinar to other agencies or those not employed by your agency is prohibited. Print materials may be copied for eligible participants only.

MEET THE PRESENTER:  Susan Keane Baker, MHA, CSP

Susan Keane Baker is an author and speaker who has done presentations in 49 states and many foreign countries. Susan is a Certified Speaking Professional (CSP), which is the highest earned designation of the speaking profession. She is the author of five books including: Managing Patient Expectations, “I’m Sorry to Hear That…” Real Life Responses to Patients’ 101 Most Common Complaints About Health Care, The Credibility/Likeability Makeover, Higher HCAHPS Scores: The Willing to Recommend Approach, and Split-Second Kindness: Making a Difference When Time is Limited.

A former hospital vice president, Susan attained the designation of Fellow of the American Society for Healthcare Risk Management and Fellow of the American College of Healthcare Executives. She has served as a member of the Board of Examiners for the Malcolm Baldrige National Quality Award and is currently a commissioner on the Connecticut State Commission on Medicolegal Investigations.