The Critical Need for Improved Family Communication in LTPAC

May 15 | Varsha Chaugai

A recent conversation with a friend highlighted the critical need for improved family communication. The friend remarked on the wide communication gap in the long-term and post-acute care (LTPAC) sector. Her mother, the Power of Attorney (POA) for her father residing in an Ontario LTC home, received a shocking call in April 2021. The home informed her that her father had pneumonia, had been intubated, and was in critical condition. The devastating news was compounded by the fact that he had contracted COVID-19 over 10 days prior and had been experiencing respiratory challenges for more than a week. The community had tried to call, but had been in the midst of chaos around an outbreak and playing phone tag with her mother who was out of province.

This story, sadly, is not unique. While the pandemic brought these communication failures to the forefront, the reality is that they have long been a systemic issue within LTPAC. Overburdened staff and administrators, through no fault of their own, often struggle to prioritize timely and effective family communication amidst the demands of caring for numerous residents.

But effective communication is not merely a courtesy; it's an essential component of quality care and regulatory compliance. Improved family communication can happen with the right tools and practices.

• Regulatory Compliance: Health authorities in both the US and all Canadian provinces mandate that LTPAC providers promptly notify POAs and family members of any changes in a resident's condition and provide access to relevant information. Non-compliance can result in complaints, Department of Health/Ministry of Long-Term Care investigations, time-consuming audits, monetary fines, and further strain on already stretched staff.
• Person-Centered Care:The LTPAC sector is shifting towards person-centered care, prioritizing resident preferences over staff convenience. POAs play a vital role in this shift by providing valuable insights into a resident's history, preferences, and needs. Effective communication fosters shared decision-making between staff and families, which is crucial for providing high-quality, individualized care. Research by Francesca Falzarano et al. demonstrates that positive communication dynamics between families and staff in nursing homes correlate with lower rates of depression in residents.
• Increased Occupancy and Reputation:Transparent and consistent communication builds trust and strengthens relationships between communities and families. This trust translates to increased satisfaction, fewer resident move-outs, positive word-of-mouth referrals, and a stronger community reputation. When issues arise, collaborative communication facilitates resolution, preventing escalations and formal complaints that trigger costly investigations.

Over the past three decades, the decision-making authority of patients and their families has significantly increased. Healthcare providers are now expected to maintain consistent communication and obtain informed consent for various therapies, treatments, and care plans. This is particularly challenging in the LTC setting due to the complexity of resident care, the emotional involvement of families, and chronic staffing shortages.

My friend's father thankfully recovered, but the communication breakdown had lasting consequences. Her mother now experiences constant worry and a lack of trust in the community. While understanding the staff's heavy workload, she feels compelled to make frequent calls for updates, further adding to their burden.

Is your community equipped to provide the level of family communication necessary for optimal care and compliance? Consider how a communication portal could transform your family engagement and offer improved family communication. Contact us today to learn more.