b'FAMILY MATTERSwhat they expect so that you canmutual respect, and work as partnersadjusting. Make eye contact and be adjust their expectations as neededin care. Explain that when inevitablepresent with them so they feel your with education and insight. Explainchallenges occur (i.e., missing laundry,attention and that they matter to you. how you can support them. Clarifydining or activity options, or staffAsk your staff how they feel when a expectations to align with the realityturnover) youve had great successnew resident and family move in. How of your home. For example, it may notworking withfamilies in a respectfulcan it be improved? What support be possible for you to respond to non- way, as partners in care, to resolve thewould be helpful? Your families notice urgent requests in 24 hours. Be honestissue as best as possible. This sets athe attitude and approach of your and clearavoid overpromising.good tone for the way forward.Acknowledge that there will be smallteam. Families want to feel validated hiccups such as missing laundry. YouListen for what matters; Askthat they made the right decision may not get it right 100% of the time,your families how their admissionchoosing your home. When your staff but you want to resolve issues theexperience felt. What do theyfeel supported and cared for, they can best you can. Sometimes how youremember? What did they appreciate,be more present and positive with approach the situation versus theand what would they have likedyour residents and families.situation itself can go a long way inchanged? Be intentional with having minimizing the misunderstandingstouch points with your familiesAs we learned at Extendicare and disappointments that can spiralbetween Admission Day and theirMississauga, involving all stakeholders, into conflict, friction, and complaints.Care Conference. You want to befacilitating discussion, brainstorming You want to build trust and respectsupporting them as they are trying toideas, and implementing a new with a relational approach. figure out their new role as a family member. It can be as simple as askingapproach can have a positive impact Take the lead with your culture: Wethem how they are feeling about thison your culture and your efficiency understand that admission to long- big life change, and how they areand productivity. LTCTterm care can be a stressful time for families. Sometimes we set ourselves up by allowing or tolerating behaviour that crosses a line. As you onboardDeborah Bakti is a consultant who works with long-term care and your new families, and learn theirretirement homes on building relationships with families. Her new expectations, also explain the culturebook,RECIPE for Empathy: Six Strategies to Transform Families of your home as a way of clarifyinginto Fans in Seniors Care, is available on amazon.ca. You can find your expectations of them. PositivelyDeborah at www.deborahbakti.comdescribe your home as one where staff and families treat each other with Partnering for Success.As owners and operators of health care businesses, you want lawyers who understand the industry, not just the law. We believe that building solid partnerships - with our clients, our community and with each other - is integral to how we do business. For more information, please contact:David M. Golden Lisa CorrenteChair, Health Law Group Health Law GroupT: 416 777 5408 T: 416 643 8800E: dgolden@torkinmanes.com E: lcorrente@torkinmanes.comOne firm. All your legal needs.416 863 1188 | torkinmanes.comwww.oltca.com LONG TERM CARE TODAY 33'