Enhancing Quality of Care and Person-Centred Outcomes for Robert: Evidence-Based Strategies in Response to Complaints

QUESTION

Robert Johnson is 89 years old.  His wife died three years ago.  He has five children of which Felicity is the youngest.  He has moved to Sunset Hills about 18 months ago.  He mobilises well with a wheelie walker and only needs assistance with showering.  He still makes his own bed each day.

Robert made the decision, with his family, to move into Sunset Hills as cleaning and maintenance on the family home was becoming too much and he stated it was just too big.

Robert has some minor osteoarthritis and mild hypertension that is well controlled with an antihypertensive.  He is generally fit and well.

Staff have noted Robert is not as happy and outspoken as when he first arrived.

You are working as a Registered Nurse at the Sunset Hills Aged Care Facility.  This is a supported living hostel arrangement.  Residents each have their own room with shared dining and recreational facilities.

You are a part of the Clinical Governance Committee and one of the committee functions is to review and respond to complaints.

In today’s meeting, the following letter is tabled.

Dear Management of Sunset Hills.

My name is Felicity Brookes, and I am the daughter of Robert Johnson in Room 261.

At my last visit with Dad, he was quite flat and upset.  When I asked him what was wrong, he stated he was ‘just tired’ as he is woken almost every morning at 6am to shower.  My father has never been an early riser and when he first came to Sunset Hills, we were assured that Dad could shower when he wanted and assistance would be available.

When I pressed Dad for further details, he stated a carer by the name of Ruth is the main staff member that is causing my father distress. Apologies, I do not know her last name. 

When Ruth wakes Dad for his shower at 6am, she is rude and abrupt.  She has made Dad feel very uncomfortable in what should feel like his home.  On top of this, when Dad asked another staff member about the shower time and being woken so early, Ruth commented to him that he shouldn’t talk about staff members behind their backs.  This was not his intention.

My siblings and I are quite concerned for Dad’s wellbeing and are looking for your response and reassurance that this matter will be dealt with.

Yours sincerely

Felicity Brookes 

You have been charged with finding out more details for the complaint.  The following are details you have uncovered by interviewing Robert and staff.

1. Another carer tells you they have been assisting Ruth and that she is quite abrupt and has refused to use Robert’s own moisturiser.  She has insisted the facility provided moisturiser is better but then told the carer that Robert should be happy to have the facility moisturiser as it is free for him.
2. The kitchen staff have told you that Robert is usually seen in the TV/sitting room prior to meals, chatting with other residents and usually appears quite happy.  When Ruth is working, he is noticeably absent.
3. When new in services and training schedules are posted, you have overheard Ruth, as have other staff, that she will not be doing any of the training until she is paid to attend and that she is only here for the money.
4. Robert is reluctant to discuss the matter and states, “Maybe Ruth has something going on at home, and that is what makes her this way’.

It is noted that Ruth has a Performance Review meeting next week and this matter will also be discussed with her.  This is not the first complaint of Ruth’s behaviour.

Drawing on the Clinical Governance Framework students will be required to identify and describe two (2) evidence-based strategies to improve the quality of care and person-centred outcomes, for Robert in line with RN Standards for Practice.

ANSWER

Enhancing Quality of Care and Person-Centred Outcomes for Robert: Evidence-Based Strategies in Response to Complaints

Introduction

Ensuring quality care and person-centred outcomes for residents in aged care facilities is essential for their well-being and satisfaction. This essay addresses a complaint regarding the care provided to Robert Johnson at Sunset Hills Aged Care Facility. Drawing on the Clinical Governance Framework and RN Standards for Practice, two evidence-based strategies will be discussed to improve the quality of care and person-centred outcomes for Robert.

Establishing Effective Communication Channels

Effective communication is crucial in promoting person-centred care and addressing issues promptly. The following strategies can enhance communication:

Regular Staff Meetings: Implement regular staff meetings where concerns and feedback can be openly discussed. This provides an opportunity for carers to share their experiences and identify areas of improvement.

Open Door Policy: Encourage an open-door policy, allowing residents and their families to express their concerns or complaints directly to management. This creates an environment of transparency, trust, and responsiveness.

Confidential Reporting System: Implement a confidential reporting system where residents, family members, and staff can submit complaints or concerns anonymously. This empowers individuals to speak up without fear of retribution and ensures that all issues are addressed promptly.

Effective Documentation and Reporting: Ensure comprehensive documentation and reporting systems are in place to record incidents, complaints, and actions taken. This facilitates effective communication among staff and helps identify patterns or recurring issues.

Continuous Education and Training

Ongoing education and training programs are essential to equip staff with the knowledge and skills needed to deliver person-centred care. The following strategies can enhance education and training:

Communication and Interpersonal Skills Training: Provide training to all staff members, including carers like Ruth, on effective communication techniques, active listening, empathy, and person-centred care approaches. This equips them with the necessary skills to build positive relationships with residents and respond appropriately to their needs and preferences.

Cultural Competence Training: Offer cultural competence training to staff to enhance their understanding of diverse backgrounds, beliefs, and values. This helps them provide culturally sensitive care and avoid assumptions or misunderstandings that may contribute to negative interactions.

Conflict Resolution Training: Conduct training on conflict resolution and de-escalation techniques to empower staff to manage challenging situations effectively. This equips them with strategies to address conflicts, diffuse tensions, and maintain a respectful and supportive environment for residents.

Regular Performance Reviews and Feedback: Conduct regular performance reviews to assess staff members’ adherence to person-centred care principles and identify areas for improvement. Provide constructive feedback, emphasizing the importance of empathy, compassion, and respectful interactions.

Conclusion

In response to the complaint regarding the care provided to Robert Johnson, implementing evidence-based strategies is crucial to improve the quality of care and person-centred outcomes. Establishing effective communication channels ensures that concerns are addressed promptly and transparently. Continuous education and training programs equip staff with the necessary skills and knowledge to deliver person-centred care, enhancing their interactions with residents like Robert. By incorporating these strategies, Sunset Hills Aged Care Facility can create a supportive and nurturing environment that fosters well-being, satisfaction, and dignity for all residents.