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Claire Royston
- 1. The Dementia Care Framework – delivering care based on the individual experience
- 2. Four Seasons Dementia Care Framework A set of values and actions we follow to support Special Resident Experiences
- 3. Four Seasons Health Care Our Vision To improve the lives of our residents and the communities we serve by consistently delivering special resident experiences – and to be the best place to work in the care sector 20,000 colleagues 16,000 residents 300 homes
- 4. It all comes down to……….. The individual Experience
- 5. Our Find & Fix Approach Live feedback captured via iPads Immediately available to the home and support teams Find and Fix approach Helping colleagues to get it right
- 6. Gaining feedback • Over 10,000 pieces of feedback every month • Response to resolve down from 12 to 5 days • Customer satisfaction increasing 0 2000 4000 6000 8000 10000 12000 14000 16000 Jan '16 Feb '16 Mar '16 Apr '16 May '16 Jun '16 Jul '16 Aug '16 Sept '16 Questionnaire Volumes 96.2 96.4 96.6 96.8 97 97.2 97.4 97.6 Jan '16 Feb '16Mar '16Apr '16 May '16 Jun '16 Jul '16 Aug '16 Sept '16 Oct '16 Overall Score
- 7. Four Seasons Dementia Care Framework Developed using current standards and best practice guidelines
- 8. What is covered by TRaCAd? Feedback Questions Observation Tool Care Documentation Meaningful Activities Rights Consent Capacity Bed Rails Lap Belts DoLs Medication Pain Mobility Falls Distress Reaction Personal Risk Assessment Nutritional Needs Choking Risk Weight Loss Continence Use of Sensor Equipment Cognition End of Life Communication Delirium Psychological and Sleep Hygiene Skin/Tissue Integrity Pressure Ulcers Minor Wounds Recent Admission Sensory
- 9. Colleague Support & Learning Dementia Awareness Communication Activities & Engagement Distressed Reaction Experience & Understanding Skills Leadership Rights, Choices and the Law
- 10. Dementia Awareness and the Dementia Experience Simulates the sensory, cognitive and emotional elements of living with dementia
- 11. Communication
- 13. Distress reaction “Through the DCF learning I now know my residents so much Better – I never realised how much we knew”
- 14. Colleague Support & Learning Dementia Awareness Communication Activities & Engagement Distressed Reaction Experience & Understanding Skills Leadership Rights, Choices and the Law
- 15. Resident & Family Perspective Resident and Family Charters • Starting point was to understand what is important to a Resident and their Family • Co-produce a Charter and connect this directly to the way we support our teams to deliver care (TRaCAd) • Linked to the Resident experience statements (outcomes)
- 16. 1. Use what you learn about me to improve how you support me 2. Call me by the name I know and prefer 3. Listen to my wishes, preferences and concerns and support me to have my say 4. Understand how I want to be cared for and if you have to make decisions for me, you strive to include me in doing what is best for me 5. Help me to communicate with others
- 17. 1. Help me understand any changes in my relative’s health and wellbeing and the care provided 2. Listen to my thoughts and acknowledge and act upon any concerns or suggestions I may have 3. Say sorry and put it right if you don’t get it right 4. Engage with me so that you fully understand my relative’s personality, background, hobbies, likes and dislikes 5. Support me to keep my emotional connection with my relative and spend quality time together
- 18. Accreditation – The Parties!
- 19. Four Seasons Dementia Care Framework A set of values and actions we follow to support Special Resident Experiences
- 20. To Finish
- 21. The Dementia Care Framework – delivering care based on the individual experience