Communicating with Families
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Transcript of Communicating with Families
Communicating With Families
Making It Better for Everyone
The Family is not the Enemy
They want essentially what you should want: The very best care for their family member
It Helps to Know the Hot ButtonsEvery family has hot buttons. It may have to do with resident /patient safety, hygiene or food. It may be about how you speak to them. It could be about the look of your facility or the manner in which you address their family member. One thing is for sure: If those buttons are pushed, they might not be able to hear anything else that you say.
What the Family Sees and Hears Sticks with Them
When a Family is visiting, they see:Communication With ResidentsOur EnergyThe Language that We UseOur CompassionOur Focus Our Relationships with Each
Other
Families have Information That We Need
The more information We have, the easier it will be to communicate effectively with the Resident
We need to know about sundowners, favorite foods, favorite activities, things about their past
We need to know what makes them happy, what makes them tick, what pushes their buttons
We need to know what level of involvement that the Family wants to have
We need to know everything about the Resident’s past that will help us in helping them now!
No Family Is Perfect
Some residents may be estranged from their families
Don’t judge the families. You might not know the entire story
Residents/patients may have been abusive or neglectful of their children
There may have recent conflict over residential moves or changes
Sibling conflict or rivalry might be involved
Family members don’t always do what might be considered by others to be their fair share
Never Judge what you might not Understand
Role Reversal is Difficult At Best
The Resident is often no longer In control of their finances or their living Arrangements
They may no longer drive
They may no longer decide on their Medical Care
They may be dependent on their Adult Children to purchase clothing, toiletries, books, greeting cards
The Resident may hate this
The Family may hate or resent this
They may both be scared of this
Family May Be Working Through Guilt
While the guilt maybe self imposed, It is still very real and may be very emotionally painful
This Person has always taken care of Me. Am I taking good care of them?
I should probably take Her to my home to live
How can I leave Her so helpless
What kind of Daughter/Son must I be?
I am worthless and/or helpless
Make Caregivers Feel Valued. Make Them a Member of Your Team
You can’t fix what has happened in the past
Going forward, make them feel essential
Give them information. Be as open as Possible!
Let them know that their input is valuable
If activities allow, ask them to participate
Let them know how important they are to the Team
Never Make This About You or Your Team. Make It about The Resident and the Family
It should never be about how busy you are. Do You think that they really care
It should never be that You don’t feel good
It should never be that you are overworked and underpaid
It should always be about what your Resident needs or what the Family needs
Never Ever Do This!!!
Join them in bashing other family members
Belittle what the Resident has to say. You can talk about your spouse, but you don’t want anyone else to talk to about them
Identify the Resident as “One Of Them”
Accuse the Family of overreacting
Make fun of Aging
Always Do This!!!
Communicate in Terms the Family Understands
Treat The Family with Respect
Let them see you salvaging the Resident’s dignity
Be Kind
Apologize when you should
Keep the Family in the Loop
Be Available
Be Proactive
Be Smart
The Caregiver has often been referred to as The Hidden Patient.
Caregivers have a special kind of stress
They often take great care of others, but do little for themselves
They are often not in touch with their level of stress nor of possible impending repercussions
They focus on others, rarely on themselves
They are good people trapped in a challenging situation
They sometimes are transported to the Future and the Future is scary
Final Word on Great Communication with Families
Be Friendly
Be Mannerly
Take time to look them in the eye
Speak in a clear and energized voice
Be empathic, but don’t get caught up in telling about yourself or your situation
Be a great listener
Offer support
Offer them hope that your team will take good care of their family member
Take A Deep Breath and Get Perspective
When someone is difficult to deal with, just know that they are helping you hone your skills
Every challenge is Growth
Every Hour is another opportunity
They will not know that you are angry or out of control unless you tell them
You control your emotion. No one else can, unless you allow it.
I don’t ever mind if the glass is half full, as long as it is half full of wine.
Life Is Good if You Make It Good!!!!
Enjoy Your roleBe powerful in Your roleLet Go of what doesn’t matterRecognize that most things are
not permanent. Everything changes…constantly
Get ready for the Ride!!!