4. Communication
• Treat residents with respect
• They have the right to disagree with what you or
the nurse is requesting they do.
• Keep emotions under control when upset
– You will get upset with residents. Don’t ever let
them know that. Remember you are a guest in their
home.
– Staying calm will often help in finding a way to
resolve the problem.
5. Communication
• Respond in a professional manner to staff,
residents and family members.
• Show empathy-put yourself in that persons
position. Consider feelings that situation would
make you feel.
• Look at person speaking, unless this is viewed as
disrespectful to their culture(Asian)
• Block out any disturbances.
6. Communication
• Communicating with the resident
– Always say please and thank you
– Remember you are there to assist them with THEIR
needs.
– ALWAYS knock before entering their room.
– Wear name badge
– If they have something to tell you listen, they may
take a little bit longer explaining what they need.
7. Distress
• Behavior between resident and family or
resident and staff may reflect distress.
– Family may feel guilt or grief for their family
member going to LTC facility.
– Resident may express anger or sadness form
placement in the facility or from functional changes
due to illness.
– Resident and family may not understand the
residents health problem or facility expectation.
8. Family Situation
– Resident or family may be feeling stress about
finances or something outside the facility
– The CNA should avoid any involvement in decision
making or family arguments.
9. Vision and Hearing Concerns
• Communicating with a resident who has vision
or hearing impairment.
– Approach resident on side without impairment.
– Get eye level with resident.
– If hearing impaired speak slowly and clearly using a
low-pitched voice.
– Glasses-are they: clean, properly placed, do they fit?
– Hearing aids- do they have: presents of earwax, a
working battery. Check for proper placement.
–
10. Vision and Hearing Concerns
– Store glasses and hearing aids so that they are not
damaged or lost. Devices will be marked with
resident’s name.
– Before sending a resident’s clothes to laundry, check
pocket for glasses or hearing aids.
11. Confused Residents
• Typical behaviors for residents who have
cognitive impairments or confusion.
– Loss of ability to care for self
– Unable to recognize familiar persons or
surroundings
– Memory loss, particularly for recent events
– Impaired judgement
12. Confused Residents
• Approach the resident from within his of her
field of vision
• Speak and act in a calm, friendly manner
EVERY time.
• Avoid sudden or loud actions
• Use short simple words and sentences. Offer
simple choices.(Yes/NO)
• If the resident does not understand the request,
demonstrate the request.
13. Confused Residents
• Follow a consistent routine.
• If the resident is unwilling to participate in care
or in an activity, do not force them to
participate. Arguing with a confused resident is
ineffective and does not show respect.
• Use distraction techniques.
14. Answering Phones
• When answering phones at a health care facility
always:
• State the name of the facility
• Identify yourself and your role
15. Taking Messages
• When taking messages
– Obtain name of person leaving the message.
– A contact number
– Who the message is for
– Repeat the message, name and number back to the
person to be sure that it is correct.
16. Communication
• Most medical terms came from the Latin
language.
• Many signs posted in room or behind nurses
desks will use medical terms.
• Many RN’s and LPN’s will use medical terms
while delegating tasks to nursing assistants.
18. Parts of the body
Proximal-
Nearest to
midline of body
Distal-Farthest
from midline of
body
Anterior-front
of body
Posterior-back
of body
DM-diabetes
mellitus
BKA-Below the
knee
amputation
NG-naso-gastric
BLE-bilateral
lower
extremities
19. Communication
• Military time is used in most health care
facilities.
• Helps alleviate any confusion on time.
• Helps prevent errors in patient care.
20. Communication
• 0000/2400-midnight
• 0100 – 1:00 AM 0700 – 7:00 AM
• 0200 – 2:00 AM 0800 – 8:00 AM
• 0300 – 3:00 AM 0900 – 9:00 AM
• 0400 – 4:00 AM 1000 – 10:00 AM
• 0500 – 5:00 AM 1100 – 11:00 AM
• 0600 – 6:00 AM 1200 – 12:00 noon
By federal regulations, instruction covering communication and interpersonal skills must be covered prior to direct contact with residents.
You are working in the residents home. Knock and wait for resident to respond before entering a room. Use Please and Thank you to residents, families and other staff members.
Residents have enough to worry about without feeling responsible for your personal problems. Instead of concentrating on what is wrong in your life at the time, focus on what would the resident like.
Put yourself in the other person’s place to understand what is going on with them.
Be considerate of the residents and other co-workers.
