Talking with families
What staff can share, and where to send everything else.
Families want to know their loved one is well cared for. Use the communication channels Northstar has approved for your community, and share only information that is authorized for the person you are speaking with. If you are unsure, say you will find out and ask the charge nurse or community director.
Owner: community director. Review: when family communication practices or approved materials change.
Share it or hand it off
You can share
General, approved information.
- Dining times and the activities calendar
- Visiting hours as set by the community
- How a family can reach the community office
Hand to the nurse or director
Anything about a resident's condition or care.
- Questions about health, medication or care plans
- Incidents, falls or changes in behavior
- Complaints or concerns about staffing
How a family question is answered
Follow these four steps every time.
Listen and note the question
Share only approved information
Pass the rest to the right person
Tell the family when to expect a reply
Your community director confirms the channel and response time for routine family updates.
Common situations
A family member asks how their parent is doing today.
Share what is appropriate, such as that they joined lunch or an activity. For anything about health or care, say the charge nurse will follow up and tell the nurse right away.
A family member is upset about something.
Listen without arguing, thank them for raising it and tell the community director the same day.
A family asks for a document or menu.
Check with the community director which materials are approved for families before handing anything over.