“Keeping the Family’s Expectations Realistic”

1. “Keeping the Family’s Expectations Realistic” Joan Redden VP of Regulatory Affairs Skilled Healthcare, LLC

2. Over View • While we represent different professional settings, the culture of our environments including our families, residents/clients, and employees are uniquely similar as it relates to the provision of exceptional care.

3. Cultivating a Positive Culture • The value of pre-admission screening • Maximize the admission opportunity • Be prepared for the resident’s admission • Actively listen to both verbal and non-verbal concerns • Share information amongst the IDT; the provision of care is a facility wide objective

4. Realistic Expectations • Initiating immediate discussions for resident centered care • Maximize the initial contact with family to determine expected desires goals • Establish reasonable approaches to meet those goals • Begin educating immediately when goals are unrealistic

5. Realistic Expectation, cont. • Provide educational tools • Set up a mechanism for follow-up; many adult children are still working or may live out of the area. • Know who is the responsible party, is there a DPOA. • Be aware of advanced directives • Maintain communication providing updates.

6. Realistic Expectations, cont. • Problems are a reality – deal with them immediately- • Create a positive culture, avoid labeling a difficult family/resident • The principles of CQI apply equally to these issues as well as any others care concern in the center • Identify, develop and implement a plan, evaluate the effectiveness and on-going monitoring

7. Creating a Positive Culture • Be honest with yourself • Be a good listener • Be open to information provided without being judgmental • Try to look at a difficult situation from their prospective • Creating a positive outcome provides for a lasting relationship.