Transcript
The Dementia Care Framework –delivering care based on the individual experience
Four Seasons Dementia Care Framework
A set of values and actions we follow to support Special Resident Experiences
Four Seasons Health Care
Our Vision
To improve the lives of our residents and the communities we serve by consistently
delivering special resident experiences – and to be the best place to work in the care sector
20,000 colleagues
16,000 residents
300 homes
It all comes down to………..
The individual Experience
Our Find & Fix Approach
Live feedback captured via iPads
Immediately available to the home and support teams
Find and Fix approach
Helping colleagues to get it right
Gaining feedback
• Over 10,000 pieces of feedback every month
• Response to resolve down from 12 to 5 days
• Customer satisfaction increasing
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Jan '16 Feb '16 Mar '16 Apr '16 May '16 Jun '16 Jul '16 Aug '16 Sept '16
Questionnaire Volumes
96.2
96.4
96.6
96.8
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97.2
97.4
97.6
Jan '16 Feb '16 Mar '16 Apr '16 May'16
Jun '16 Jul '16 Aug '16 Sept'16
Oct '16
Overall Score
Four Seasons Dementia Care Framework
Developed using current standards and best practice guidelines
What is covered by TRaCAd?
Feedback Questions
Observation Tool
Care Documentation
Meaningful Activities
Rights Consent Capacity
Bed Rails Lap Belts DoLs Medication Pain
Mobility FallsDistress Reaction
Personal Risk Assessment
Nutritional Needs
Choking Risk Weight Loss ContinenceUse of Sensor
EquipmentCognition
End of Life Communication DeliriumPsychological
and SleepHygiene
Skin/Tissue Integrity
Pressure Ulcers
Minor Wounds
Recent Admission
Sensory
Colleague Support & Learning
Dementia Awareness
CommunicationActivities & Engagement
Distressed Reaction
Experience & Understanding
Skills
Leadership
Rights, Choices and the Law
Dementia Awareness and the Dementia Experience
Simulates the sensory, cognitive and emotional elements of living with dementia
Communication
Activities & Engagement
Distress reaction
“Through the DCF
learning I now know my
residents so much
Better – I never realised
how much we knew”
Colleague Support & Learning
Dementia Awareness
CommunicationActivities & Engagement
Distressed Reaction
Experience & Understanding
Skills
Leadership
Rights, Choices and the Law
Resident & Family Perspective
Resident and Family Charters
• Starting point was to understand what is important to a Resident and their Family
• Co-produce a Charter and connect this directly to the way we support our teams to deliver care (TRaCAd)
• Linked to the Resident experience statements (outcomes)
1. Use what you learn about me to improve how you support me
2. Call me by the name I know and prefer
3. Listen to my wishes, preferences and concerns and support me to have my say
4. Understand how I want to be cared for and if you have to make decisions for me, you strive to include me in doing what is best for me
5. Help me to communicate with others
1. Help me understand any changes in my relative’s health and wellbeing and the care provided
2. Listen to my thoughts and acknowledge and act upon any concerns or suggestions I may have
3. Say sorry and put it right if you don’t get it right
4. Engage with me so that you fully understand my relative’s personality, background, hobbies, likes and dislikes
5. Support me to keep my emotional connection
with my relative and spend quality time together
Accreditation – The Parties!
Four Seasons Dementia Care Framework
A set of values and actions we follow to support Special Resident Experiences
To Finish
The Dementia Care Framework –delivering care based on the individual experience
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