b'FAMILY MATTERSset the tone for the duration of that relationship. Using my experience as a former long-term care executive, and the wife of a long-term care resident, I created The Family Matters Program to help long-term care homes design an admissions experience (versus a transactional process) that contributes to a healthy and vibrant culture for residents, families, and staff. In 2019, Extendicare Mississauga implemented The Family Matters Program. As with most homes, they were struggling with family complaints and the time constraints this created. Building bridges Staff were feeling frustrated, sick time was being impacted, and they saw this as a welcome opportunity to take with familiesa fresh approach to the admissions experience, from both the family and staff perspective. The Family Matters Program has Clear communications at admission three phases. The first is a review of the current admissions process to reduces later complaints and concerns understand whats working and where gaps exist. We look at key touchpoints By Deborah Bakti in the journey, from the staff, resident, I n Ontario, about 50% of theAdmissions are a key process and aand family perspectives through the lens of how it feels. This is an resident population in long-termsignificant investment of time andExperience Based Design approach care homes changes every year,resources. The average-size long- using Emotion Mapping. It provides through relocation or because theyterm care home may have one todata that tells a story about whats pass away. This means every year,two admissions every week. Acrossworking and whats not. The second about half of your resident and familyOntario that means about 150phase looks at opportunities to re-population are new admissions.admissions every day. Long-term caredesign so we can be more intentional homes and the Ministry of Health andwith the moments that matter. Finally, While we know that residents andLong-Term Care are experiencingin the third phase we reinforce what families often find the transitionincreased rates of family complaints.we have co-designed (with frontline stressful, so do your staff. These areThis is creating frustration for bothstaff, families, residents, and staff) to residents and families that your staffthe families as well as staff andembed it into the culture through dont know, need to learn about,management, who work tirelessly tocheckpoints and training, iterating and worry that they may not be ableprovide the best possible care withwhere necessary.to satisfy. The familys knowledgelimited funding and human Extendicare Mississauga reports that and understanding of long termresource shortages.since implementing the program, care is unknown, their emotions aretheir staff spend significantly less high, and their expectations may beThrough both traditional mediatime reacting to family issues and unattainable for the staff to meet.channels and the explosion of socialare receiving fewer complaints. This is so prevalent that Ive given it amedia, families of residents in long- Frontline staff also report they are name: Admissions Anxiety.term care are becoming increasinglyless stressed and more engaged. In exposed to negative news aboutfact, of the 58 new admissions since long-term care that the mediastarting this program, there have been continue to perpetuate. These storieszero complaints from new families.no matter how biased or inaccurateHere are a few things you can bringmay be the only knowledge of theback to your home, to help ease the sector that families have to date.Admissions Anxiety for both your Its no wonder they are fearful andfamilies and your staff.worried, and coming into the system feeling defensive and protective.Clarify and adjust expectations: Be curious with your families to The admissions process is anunderstand what they know about emotional experience for your familieslong-term care, and what their and a key part of your operations.expectations are. For example, do Its an opportunity to be intentionalthey expect their loved one to receive on how you make this critical first24/7 one-on-one care? Or that their impression with your families. Acalls will never go to voicemail? What strong and healthy beginning canmatters most to them? Clarify up front 32 LONG TERM CARE TODAY Spring/Summer 2020'