“You really have to have all that in there to get a good interactive PDF coming out of Word ... It's a big issue, I'll go [into training sessions] and people will tell me they have tons of Microsoft Word training and I'll say 'OK, how do you do styles?' and they'll look at me like I'm speaking Greek.”
“I don't think we need more regulation and more oversight. ... What we need are tools that measure quality of care. A bad survey may be the consequence of how a single employee dealt with a single resident.”
