After viewing this video, Members will be able to: 

• Explain the importance of setting realistic expectations with residents and families to prevent dissatisfaction and potential claims.
• Provide strategies for accurately representing services and amenities through advertising, sales, and marketing materials.
• Highlight the role of satisfaction surveys, grievance management, and communication in addressing concerns before they escalate.
• Outline best practices for disclosure and resolution following an adverse event to enhance trust and transparency.
• Introduce key resources in the Setting Realistic Expectations Toolkit to support staff in managing expectations and improving resident experiences.