Notes from contributions from members during Shareshop held in March 2024 re: Applying our 3 focus areas (Cost, Care workers and Culture) to the experience of the customers/ residents/ clients/older persons/users in our care using their journey to guide us – Considering: First Contact
Huis Herfsblaar's process was used as a conversation starter:
- A staff member contacts potential clients after inquiries have been received (by telephone or email).
- A telephone interview takes place where the staff member receives more information about the potential resident's needs and explains how those needs can be satisfied through a Huis Herfsblaar placement.
- An appointment is then arranged with one of the social workers, an initial interview, where rates are shared and units are inspected.
- A second appointment is scheduled where an evaluation of potential residents is conducted by the social worker and/or the nursing services manager.
- Then an email with application forms and a quotation for the identified unit is sent.
- Once completed application forms and signed quotation are received by Huis Herfsblaar, the placement process is handled, and a move-in date is arranged.
Contributions from members
- Initial Meetings/Conversations: These are crucial for gathering information about the individual's needs, preferences, medical history, and any specific requirements they may have.
- Monthly Information Sessions: Regular sessions can help prospective residents and their families understand the facilities, services offered, and the application process. This ensures transparency and allows them to make informed decisions.
- Medical Form and Information: Providing comprehensive medical forms and ensuring clear communication about medical conditions and required medications is essential for the safety and wellbeing of residents.
- Managing Expectations: Clear communication about the services and support available helps manage expectations and ensures that both parties understand their roles and responsibilities.
- Nursing Sister Involvement: Having a nursing sister involved in the application process ensures that medical needs are properly assessed and addressed from the beginning.
- Disclosure of Information: Both the organisation and the individual should be transparent about all relevant information, especially legal matters, to facilitate a smooth transition into the care community.
- Home Visit and Assessment: Conducting a home visit and assessment beforehand allows for a better understanding of the individual's living environment and specific needs.
- Building relationships: Assigning a key contact person to guide the applicant through the process enhances the personalization and support offered.
- Language Use: Using positive language such as "moving in" or "joining" rather than "admission" can help reduce stigma and create a welcoming environment. What employees say to convey a message of 'we are in control' of 'we are here to support'.
- Personalisation on Moving-In Day: Gathering information beforehand, such as preferred name and how one likes their tea, strengthens the sense of security and helps build relationships.
Please add more great ideas to make this first contact not a 'horrible' process for the older individual but rather the start of a relationship which holds value for both the organisation and the 'new resident'.
