communicating with families in ltc. part 1: making the transition
TRANSCRIPT
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Communicating with Families in LTC
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Part 1:Making the Transition
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Proactively Communicate with Families to Ease Transition
Family members may feels guilty about leaving their loved one there, the more you ask about the resident, the more you learn, the more the family will come to trust you.
Be curious! Find out as much as possible about the loved one staying at the facility.
Many family members most often did not get the whole picture of the status of the patient.
Be clear! Provide the family with realistic expectations
Misunderstanding family dynamics may give rise to difficult situations with nursing home residents and their families
Be observant! Notice the interactions between family members and the resident
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Follow up with a System for Regular Communication
Decreases Conflict Between Family and Staff
Resolves Family Concerns Before Visits
Informs Family of Resident’s Health Changes
Time Point of Contact
Sample Questions
During first 24 hours
Admissions
“Is there anything we can do differently?”
At 48 Hours
Nursing “Are there any concerns that you have today?”
After 72 Hours
Social Work
“Is there anything I can pass on that will make things better?”
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Dealing With Different Family Dynamics
Overinvolved
Solution – Give frequent updates and find ways for the family to participate
Disengaged
Solution – Gently explore issues like caregiver depression, burnout, or prior abuse by a parent. Allows for referral to address caregiver needs
Know-it All's
Solution – Form a partnership with the family member. During a disagreement, use objective data to support recommendations
Factions
Solution – Recognize the pattern to reduce frustration. Do not take sides. Try to set healthy boundaries and encourage all stakeholders to talk out their differences
The stress of LTC placement can activate pre-existing family conflicts
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How to Communicate with an Angry Family Member
Speak Slowly and Calmly
Maintain an open Posture
Apologize when Appropriate
Reflect on Feelings
Validate
Empathize
Respect
Support
Use Problem-Solving Approach
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Part 2:Communicating the Diagnosis
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Inform Families of all aspects of resident care
Exact Diagnosis
Clarify Definitions
Discuss Treatment Options
Communication Strategy
Future Planning Explain and Discuss the Progression of Symptoms
Adapt Conversation
Maintain Sensitivity to the Family
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Managing Treatment Expectations
It is important to talk about what to expect from treatment
Pharmacologic considerations
Side-effects
Compliance
Outcome
Non-pharmacologic
Symptom decline
Behavioral Management
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Utilize a Team Approach
Enhance Staff Communication
Define Chain of Command for Family Concerns
Provide Family with Enough Information
Maintain Adequate and Consistent Staffing
Inform all Staff and Family about Changes in Care
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Discussion
As a team, how are you consistently meeting family expectations for providing adequate information?
What are you currently doing that is working well?
How do you currently share treatment goals with family members? Managing Symptoms
Controlling Behaviors
Preserving Functions
Maximizing Quality of Life
Managing Treatment Expectations
What could you do differently to facilitate better communication with family members?