This presentation will assist professional caregivers in communicating with families of those they are caring for in a healthcare setting

1. Communicating With Families
Making It Better for Everyone

2. The Family is not
the Enemy
They want
essentially what
you should want:
The very best care
for their family
member

3. It Helps to
Know the Hot
Buttons
Every family has hot buttons.
It may have to do with
resident /patient
safety, hygiene or food. It
may be about how you speak
to them. It could be about
the look of your facility or the
manner in which you address
their family member. One
thing is for sure: If those
buttons are pushed, they
might not be able to hear
anything else that you say.

4. What the Family
Sees and Hears
Sticks with Them
When a Family is visiting, they
see:
Communication With Residents
Our Energy
The Language that We Use
Our Compassion
Our Focus
Our Relationships with Each
Other

5. Families have
Information
That We Need
 The more information We have, the easier it
will be to communicate effectively with the
Resident
 We need to know about sundowners, favorite
foods, favorite activities, things about their
past
 We need to know what makes them happy,
what makes them tick, what pushes their
buttons
 We need to know what level of involvement
that the Family wants to have
 We need to know everything about the
Resident’s past that will help us in helping
them now!

6. No Family Is
Perfect
 Some residents may be estranged from their
families
 Don’t judge the families. You might not know
the entire story
 Residents/patients may have been abusive or
neglectful of their children
 There may have recent conflict over
residential moves or changes
 Sibling conflict or rivalry might be involved
 Family members don’t always do what might
be considered by others to be their fair share
 Never Judge what you might not Understand

7. Role Reversal
is Difficult At
Best
 The Resident is often no longer In control of
their finances or their living Arrangements
 They may no longer drive
 They may no longer decide on their Medical
Care
 They may be dependent on their Adult
Children to purchase clothing, toiletries,
books, greeting cards
 The Resident may hate this
 The Family may hate or resent this
 They may both be scared of this

8. Family May Be
Working Through
Guilt
 While the guilt maybe self imposed, It
is still very real and may be very
emotionally painful
 This Person has always taken care of
Me. Am I taking good care of them?
 I should probably take Her to my
home to live
 How can I leave Her so helpless
 What kind of Daughter/Son must I be?
 I am worthless and/or helpless

9. Make Caregivers Feel
Valued. Make Them a
Member of Your Team
 You can’t fix what has happened in the past
 Going forward, make them feel essential
 Give them information. Be as open as
Possible!
 Let them know that their input is valuable
 If activities allow, ask them to participate
 Let them know how important they are to the
Team

10. Never Make This About
You or Your Team. Make It
about The Resident and the
Family
 It should never be about how busy
you are. Do You think that they really
care
 It should never be that You don’t feel
good
 It should never be that you are
overworked and underpaid
 It should always be about what your
Resident needs or what the Family
needs

11. Never Ever
Do This!!!
 Join them in bashing other family
members
 Belittle what the Resident has to say.
You can talk about your spouse, but
you don’t want anyone else to talk to
about them
 Identify the Resident as “One Of
Them”
 Accuse the Family of overreacting
 Make fun of Aging

12. Always
Do This!!!
 Communicate in Terms the Family
Understands
 Treat The Family with Respect
 Let them see you salvaging the
Resident’s dignity
 Be Kind
 Apologize when you should
 Keep the Family in the Loop
 Be Available
 Be Proactive
 Be Smart

13. The Caregiver has
often been referred to
as The Hidden Patient.
 Caregivers have a special kind of stress
 They often take great care of others, but do
little for themselves
 They are often not in touch with their level of
stress nor of possible impending repercussions
 They focus on others, rarely on themselves
 They are good people trapped in a
challenging situation
 They sometimes are transported to the Future
and the Future is scary

14. Final Word on Great
Communication with
Families
 Be Friendly
 Be Mannerly
 Take time to look them in the eye
 Speak in a clear and energized voice
 Be empathic, but don’t get caught up
in telling about yourself or your
situation
 Be a great listener
 Offer support
 Offer them hope that your team will
take good care of their family
member

15. Take A Deep
Breath and Get
Perspective
 When someone is difficult to deal with,
just know that they are helping you
hone your skills
 Every challenge is Growth
 Every Hour is another opportunity
 They will not know that you are angry
or out of control unless you tell them
 You control your emotion. No one
else can, unless you allow it.
 I don’t ever mind if the glass is half full,
as long as it is half full of wine.

16. Life Is Good if
You Make It
Good!!!!
Enjoy Your role
Be powerful in Your role
Let Go of what doesn’t matter
Recognize that most things are
not permanent. Everything
changes…constantly
Get ready for the Ride!!!