Healthcare is a business. Patients, customers, clients and residents all consume our healthcare services, but their expectations and needs differ widely.
One of the greatest opportunities and risks of a healthcare provider is not knowing what the patient and their family’s expectations are. While attending culinary school several years ago, it became abundantly clear that the healthcare person and consumer are often at odds when it comes to expectations. As a healthcare provider and supervisor, I am concerned about staff training and competency, maintaining assessment skills, knowing medication management and side effects, monitoring and intervening for issues for care, safety and security.
When we assess the concerns of the family and senior or patient, the profile of needs and expectations are often at the opposite end of the spectrum. Some instances of this discrepancy are, a senior is not losing weight and is consuming their diet, yet the family demands a diet that the senior does not want to eat. The family expects that a senior who is unable to control their bowels and bladder never be soiled. A family expects that the caregiver be awake for 24 hours a day because the senior has their days and night confused and is up all night wandering the home. While these are all important care issues, some expectations are not realistic and may not be met.
These examples demonstrate the importance of communication between all of the team members. The healthcare team has the opportunity to educate, support and help the family understand the reality of caring for someone with a diagnosis that is likely chronic and may be terminal. It is fear inducing to watch someone you love struggle and lose their identity and being. By working together, we can establish a plan of care that is meaningful and meets the needs of all involved. We are here to make the life of the senior dignified through their life span regardless of its length.
Please contact me if you have any concerns regarding the level of care your loved one is getting.