Improving staff-family relationships for people with dementia living in residential care | Quality Dementia Care | Page 3

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MODULE 1. Communication

TAKE THE QUIZ

There may be more than one correct response.

QUESTION 1

The main reasons that conflict occurred in the first scenario were because:

John was expecting too much
The carer did not know how to resolve the issue
The carer became defensive at John’s criticism
The carer did not listen to John

QUESTION 2

Which of these strategies is a good way to promote good staff-family relationships?

Listening to family members’ concerns
Always refer complaints to your manager
Accepting criticism without becoming defensive
Being respectful
Involving other members of the care team as needed
Treating the family as a valuable resource

QUESTION 3

The approach taken by staff in the “Working Together” scenario will help to maintain a good relationship with John over the long term because:

Staff made John feel like a valued member of the care team
Experts such as the audiologist were consulted as needed
Staff were polite and friendly
The carer called the facility manager to deal with the situation

QUESTION 4

The “Working Together” scenario achieved a better outcome because:

Staff listened to John and took his concerns seriously
Staff did what John wanted
Staff treated John’s dad (Mr Smith) as an individual
Staff were polite to John

All Projects

Relate, Motivate, Appreciate: Restoring meaningful engagement with people with dementia in care
Dementia Enabling Environments Project (DEEP)
Start2Talk. Advance care planning for people with dementia
Improving staff-family relationships for people with dementia living in residential care
Improving outcomes for a timely diagnosis and management of dementia in General Practice
Integrated care framework for advanced dementia
Heart Foundation Walking: Active Body Active Brain
Person-centred dementia support in the community

Resources for Family

Supporting Families and Friends of Older People Living in Residential Aged Care booklet

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Resources for Staff

Why are Staff-family Relationships Important?
Family and Staff Relationship Attitude Tool (FASRAT)
Family and Staff Relationship Implementation Tool (FASRIT)
Scoring Notes of the Family and Staff Relationship Attitude Tool
Scoring Notes for the Family and Staff Relationship Implementation Tool
Staff-family Relationship Clinical Guideline and Audit Tool

Quality Dementia Care

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The National Quality Dementia Care Initiative was established with support from the J.O. and J.R. Wicking Trust, managed by the Equity Trustees, and Bupa Care Services.

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