Caregiver of a senior in a living environment: communicating well with the health care team

To have a good relationship with the health care team in the living environment, it is important to establish respectful communication.

Here is some advice to do this:

Listen to encourage exchanges in a climate of trust and respect. This involves listening carefully to the other person while maintaining eye contact and emotional contact during conversations to show your engagement and interest.

Use rephrasing to avoid misunderstandings by summarizing what the person you are speaking to has said in your own words to confirm you understand one another.

Prepare by noting the points you want to address, the questions you want to ask or the information you want to give the team. This will ensure that you don’t forget anything and that you feel well prepared.

Adopt a positive and polite attitude and avoid accusations. Ask questions before making judgments and express your opinions in a respectful and courteous manner.

Pay attention to the needs of the health care team and the person you are helping and do not hesitate to share your knowledge and observations concerning their situation with them.

Do not hesitate to ask questions, express your concerns and share your opinion.

If your loved one is receiving care and services from a health and social services institution, the person assigned to their file will contact you a few weeks after they arrive in the living environment to invite you to a meeting, assuming the person agrees. The purpose of the meeting is to discuss the support offered. It will address your loved one’s health, lifestyle, daily activities, mobility and cognitive abilities.

With your loved one’s consent or when you are mandated in the event of incapacity, it is important that you attend these meetings because you know your loved one’s medical history, lifestyle and preferences. Your presence will allow the health care team to obtain valuable information about their health and help the team make informed decisions about the quality of care and services as well as the treatments to be administered.

During one of the first meetings with the care providers, an intervention plan will be established jointly that will reflect the senior’s choices.

The intervention plan will specify the place and role you wish to occupy as a caregiver as well as the support you wish to provide. You will also be able to set regular activities and outings. For example, if you are planning a weekly activity with your loved one, you can add this information to the action plan so that the health care team is aware of it.

The reality of care in a living environment can involve challenges regarding changes of staff. However, it is important to recognize the efforts of the health care team that is ensuring your loved one’s well-being.

To maintain continuity of quality care, open communication and collaboration are essential.

Also, to avoid repeating yourself to new team members, do not hesitate to prepare a quick reference sheet containing everything they need to know about your loved one that you can give them when they have to provide care or support. The Alzheimer Society provides a booklet (in French only) that you or your loved one can fill out.

When you have disagreements with members of the health care team, it is important to address these issues constructively. Here is some advice to help you manage difficult situations better.

Do not delay talking about your disagreement with the person concerned to prevent the situation from worsening, but be careful to choose a time that suits everyone.

Before starting the discussion, make sure the person is available by choosing a time that will not disrupt their tasks. For example, it is best to avoid disturbing someone on the team while they are dispensing medication, as this could lead to errors on their part. Instead, suggest an appointment at a specific time to talk.

If you contact the person by telephone, avoid calling during meal times, when residents are getting up or going to bed, or during shift changes.

If the disagreements are not resolved, do not hesitate to discuss them with the coordinator or the managers of the institution to find solutions that will guarantee your loved one’s well-being. These people can play a critical role in problem solving.

If the problem occurs in a residential and long-term care centre (CHSLD) or an intermediate resource, you can contact the institution’s service quality and complaints commissioner, users’ committee or residents’ committee.

Their role is to ensure dignity and respect for residents. So they can act as a spokesperson with the institution’s managers and provide mediation to resolve conflicts.

Note that some private seniors’ residences also have a residents’ committee that can help you resolve the problem. Check with the institution’s staff to find out if there is a residents’ committee and how to contact it, if there is one.

If necessary, you can refer to your institution’s users’ committee or the website of the Regroupement provincial des comités des utilisateurs (RCPU).

If you have a problem with a health or social services professional, you also have the possibility of filing a complaint. To learn more about your recourses and the resources available to support you, go to the Health and social services network complaint examination system page.