Communication: The Key to Care

Abstract

This chapter includes examples of effective communication between residents, relatives/carers, visitors, volunteers, health professionals, medical personnel and other carers, showing how a climate of trust develops between all parties. On the other hand, ineffective communication leads to distrust and disharmony. First impressions are important, together with clear, readily accessible information from waiting list procedures through to respite care, hospital transfers and the way relatives and other visitors, including children, are welcomed. Communication between staff, particularly at handover sessions, is shown to be pivotal in optimising residents’ care.

While (some of) the stories are based on factual situations, real names and other details have been altered to protect the identity of the persons concerned. Resemblance to any particular person is therefore purely coincidental.