2. Taking the Next Step: When a Gentle Word Needs a Little More Weight

Remember our last chat, "A Gentle Word Goes a Long Way: Raising Low-Level Concerns with Your Care Provider"? We talked about how a friendly chat can often resolve minor issues. But what happens when that initial conversation doesn't quite do the trick? It's time to take things a step further, but still with a focus on keeping things positive and collaborative.

First, if you haven’t already, please go back and read the previous blog post. It will help you understand the context of this post.

Let's be clear: we're still aiming for the best possible outcome for your loved one. We want to maintain open communication and trust with the care provider. However, sometimes, a more structured approach is needed to ensure that concerns are properly addressed.

Taking it a Step Further: Documenting Your Concerns

This time, after you've had a second conversation with the staff member and/or manager, it's essential to keep a written record. This isn't about creating a paper trail for a legal battle; it's about ensuring clarity and accountability. Here's what you should include:

• Date and Time: Note the precise date and time of your conversation.

• Who You Spoke To: Record the name and job title of the person you spoke with.

• Context: Briefly describe the issue and the details of your previous conversation(s).

• Agreed Outcome: Clearly state what you both agreed would happen to resolve the issue.

Setting SMART Objectives: A Clear Path to Resolution

When discussing the agreed outcome, try to use SMART objectives. This framework will help ensure that the steps taken are effective and measurable. Let's break down what each letter stands for:

• S – Specific: Instead of vague statements like "improve things," be crystal clear about what needs to change. For example, "We need to ensure that Mum receives her prescribed medication at the correct times, without any delays."

• M – Measurable: How will you know if the issue has been resolved? You need a way to track progress. For example, "We will track the medication administration records for the next two weeks to confirm that the medication is given on time."

• A – Achievable: Is the outcome realistic and attainable within the care provider's capabilities? For example, asking for 24/7 one-on-one care might not be achievable, but asking for a consistent medication schedule is.

• R – Relevant: Does the outcome directly address the core concern? It should be focused on solving the specific problem you raised. For example, if the concern is about missed meals, the objective should focus on meal provision, not general activities.

• T – Time-bound: When will the outcome be achieved? Setting a deadline creates a sense of urgency and accountability. For example, "We agree that the new medication schedule will be implemented by the end of this week, and we will review it again in two weeks' time."

Example of a SMART Objective:

"We agree that Dad will receive his prescribed pain medication within 15 minutes of the scheduled time, as recorded in the medication administration records, starting tomorrow. We will review the records together in one week to ensure this is consistently happening."

Requesting the Complaints Procedure:

During this meeting, politely request a copy of the care provider's formal complaints procedure. This isn't because you're planning to make a formal complaint right now, but it's good to have it on hand, just in case. It also shows that you are taking the matter seriously. You can say something like, "Just to be prepared for the future, could I please have a copy of the complaints procedure?"

Maintaining Open Communication:

Even though you're taking a more structured approach, it's crucial to maintain a positive and respectful tone. Remember, we want to be the family that's known for being clear and communicative, not the family that nobody wants to talk to.

Why This Step is Important:

• Clarity and Accountability: A written record ensures that everyone is on the same page.

• Proactive Problem-Solving: It demonstrates that you're committed to working with the care provider to resolve issues.

• Preparation for Future Action: Having the complaints procedure on hand allows you to escalate the matter if necessary.

How Care Finder Assist Can Help:

We understand that navigating these conversations can be challenging. We can help you:

• Prepare for meetings: We can help you outline your concerns and develop SMART objectives.

• Provide guidance on communication strategies: We can help you communicate effectively and maintain a positive relationship with the care provider.

• Offer support and advice: We're here to answer your questions and provide support throughout the process.

Further Resources:

If you find that even this step is not providing the results you need, there are further resources available to you. We can help you find those resources and understand the next steps. Remember, we are all on the same side and are aiming for the best care for your loved ones.