Open doors and good news part of effective communication Families commend efforts at Leisureworld Caregiving Centres   Friday March 19, 2010 -- Lisa Bailey Maintaining open doors and sharing good news are among the ways Leisureworld Caregiving Centres communicate effectively with family members. Creedan Valley and North Bay earned strong positive comments in this area in Leisureworld’s 2009 Family Satisfaction Survey. Ruth Gauthier, director of administration at the North Bay home with 142 long-term care residents and six convalescent beds, notes previous survey feedback led to the creation and implemention of successful communication strategies. An emphasis, for example, is placed on sharing residents’ positive developments with family members whenever possible. “We’ve worked on giving information on a more informal basis as opposed to ‘because something happened,’” Gauthier says. Changes in a resident’s condition or an event such as a fall continue to be discussed with the family but team members, too, always make a point to share such upbeat moments as a resident enjoying a meal or participating in an activity. “It’s good news,” Gauthier says. “It’s sharing information not because you have to but because it’s nice to know.” These casual and positive conversations also take place at Leisureworld Creedan Valley in Creemore, home to 95 long-term care residents. “Often when we see family members, we say, ‘Mom had a great morning or Mom had a great breakfast,’” director of adminstration Paula Rentner says. These talks take place not just at the home but at events such as the summer barbecue and Christmas party. Seeing and talking with team members regularly at these events reinforces the families’ close relationship with staff and makes them feel even more comfortable in broaching an issue. “Our doors are always open for families and residents,” Rentner says, adding this practice is key to addressing an issue, comment or question in its early stages and as soon as possible. When families want to talk, Gauthier says it’s important they know who to go to or who can help them in that team member’s absence. And when an answer isn’t immediately available, followup is a must so the flow of information continues and the lines of communication stay open. “We want our families and residents to know that this is their home, that the staff are here to help and that their concerns are looked into and followed up,” Gauthier says. “You don’t want to work around people, you want to work with people. It’s a team effort and we’re all here for the same reason. We’re all trying to reach the same goal.” If you have feedback on this article, please contact the newsroom at 800-294-0051, ext. 25, or e-mail lisa(at)axiomnews.ca.