Risk Management Tools & Resources

 


Senior Care Risk: Staff Complaints and Negative Comments

Creating an Inclusive Culture for Patients Who Have Disabilities

Susan Lucot, MSN, RN, MLT (ASCP), CPHRM

When senior care staff members work with the same residents and family members on a continuing basis, they develop a level of familiarity and comfort with them. In turn, they might be more apt to confide in these individuals and share information, including frustrations and complaints about the workplace.

However, airing grievances in front of residents/families can affect their perception of the care provided and sow distrust in the center and the organization as a whole. For example, if a staff member is delayed in responding to a resident and says, “I’m sorry for the wait, but we’re short-staffed today,” it might raise concerns about whether (a) the center has proper staffing in place, and (b) leadership is taking proper steps to address the staffing issue.

These types of offhand comments and infractions often are cited by plaintiff attorneys in medical malpractice cases. In addition, disgruntled employees and former employees often are subpoenaed for deposition to provide negative information about the center, the organization, and leadership.

Consequently, staff training regarding proper communication is as important as teaching the proper skills for providing resident care. Simply talking about these situations or having staff complete a computer-based education module is not enough. Training should include role-playing and scenario simulations that dramatize various situations. This more robust approach will help staff members develop confidence in applying proper communication tools and techniques to avoid problematic discourse.

Equally imperative is the need to train staff regarding the proper method of addressing any frustrations or emotional distress they encounter throughout their day. Leadership might want to offer a quiet room for staff to regroup or have an “open door” approach that allows staff to discuss their frustrations and channel them to the correct venue. These methods can alleviate many instances of improper and unprofessional communication that negatively affect the center and the organization’s brand.

For additional insights on communication risks in senior care settings and ways to mitigate these issues, click here.

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