Claire Royston

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

0

2000

4000

6000

8000

10000

12000

14000

16000

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

97

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