(P12) Improving Resident & Family Satisfaction via Enhanced Communication

Introduction: Our five post-acute care (PAC) facilities house 1,500+ residents. The PAC setting is unique because it serves as home for residents - creating space for their loved ones to visit, leading to strong relationships between staff, residents, and families alike. Unfortunately, the COVID-19 pandemic triggered mandated regulatory guidelines causing widespread disruption of day-to-day life. The halting of in-person visitation brought challenges requiring innovative, enhanced communication tactics for our highly vulnerable population and their families. Our interdisciplinary initiative aimed to facilitate a safe environment where residents and families could maintain connections during these unprecedented times. Through focused communication efforts via video conferencing platforms, alternate visitation (window visits, garden visits), and initiation of automated care messaging service, we reduced the risk of isolation and loneliness, expanded options available for contact, and increased transparency with high volume mass correspondence.

Case Description: Most recently, an 85-year-old female who has resided in our facility for seven years triggered for new onset depression. As an interdisciplinary team, we were determined to find the root cause. After a lengthy discussion with the resident we discovered that her husband could no longer come visit at the nursing home due to health concerns and she missed her husband immensely. Activities she used to find enjoyable no longer compensated for her loneliness.

Discussion: Because of the lessons learned during the pandemic and alternate visitation options put into practice we expanded visiting capabilities available for our residents. As a team, we convened the interdisciplinary team and discussed the enhanced communication efforts that were devised in response to the COVID pandemic. Options were discussed with the resident and communication processes were established. The resident was provided with a tablet and has daily scheduled video conferencing visits for one hour. The staff makes her coffee and brings her a Danish during these visits so it is like they were sitting side by side. In addition, if she wishes to contact him anytime during the day, his contact information has been stored for easy accessibility. The administration can reach out to the husband via an automated care messaging service and update him of any new regulations and facility practices. With the wife’s permission, the nurses have a set video conference every morning with the husband to update him on her condition, just as was done during in-person visit. This call is essential in continuing our long-term care commitment to caring integration of resident and family. An improvement is noted in her mood, engagement in unit activities, and socialization with staff and residents. She is hopeful her husband will be healthier in the near future and resume their daily in-person visits.