Respectful communication starts with me and you
Stella was in the same aged care home for 10 years.
Stella loved weak black tea but was still being served up white tea during her final days.
Stella was a victim of the aged care system.
If only staff listened and acted on the families concerns and complaints.
Meetings were held with residential care givers and management however, there was little change made to improve the distressing way Stella lived.
Complaints were taken to the next level.
A Powerpoint presentation was shared with the CEO of this home, outlining evidence of neglect, abuse, theft, lies and customer care surveys filled out, but never sent because of the fear of repercussions.
Observations of Stella’s and other residents care, and the meetings held relating to this, revealed a common thread – there was very little communication happening between carers, ancillary team members, Stella, and her family.
After Stella had passed away, it was important to the family, that the complaints and concerns didn’t disappear.
They were concerned for other residents who still lived in this home.
The family needed to be heard. They also wanted to be part of the solution.
Families and aged care providers need to work together to provide person-centred-care, ensuring good clear communication is happening between all parties.
Further discussions held with this home resulted in the establishment of “Ten Things About Stella.”
A service that will improve the lives of all aged care residents through increased, prompted and easier communication.
As providers/residents become aware of this service, they are confident they will come on board, ensuring an improvement in respectful and meaningful communication within residences throughout the country.
Given that the industry is currently in a reflective stage of growth, supported by the Royal Commission into Aged Care, Stella’s family are keen to establish and grow this initiative as soon as possible.
“Ten Things About Stella” wants to provide a first step in improving communication between carers, ancillary team members, residents and families.
This communication will be facilitated through the development and display “Conversation Boards.”
Care givers and Ancillary team members can rely on the boards to assist them in engaging with residents in a respectful, understanding and engaging manner thus, improving care and understanding that residents are individuals with unique needs and histories.
An introduction package about the boards are available to the family of the resident or the resident directly, depending on capability.
This allows the family and/or resident to indicate their preferred picture and the facts prior to printing and hanging.
Love shared between the oldest and the youngest with 92 years between.
Ray and Stella Shaw married 15.2.1947. Ray passed on 6.3.1997.