Communication Strategies for Keeping Families Up to Date

Mary Madison, RN, RAC-CT, CDP
Clinical Consultant – Briggs Healthcare


Nursing Homes/Long-Term Care Facilities/Senior Living Communities are committed to the well-being of each and every resident or tenant.  THAT IS A FACT.  Our care communities are families within families.  This is not something new – we have always taken great pride in the care and services we provide.  What is new is the current pandemic we find ourselves in…COVID-19.  We have never faced anything like this before.

LTC providers learned late Sunday, April 19th or when we arrived at work on Monday, April 20th of the latest guidelines and upcoming rulemaking proposed by CMS.  While we’re working so hard to keep COVID-19 out of our facilities/communities, we can’t forget communication with the families of our residents.  They’re worried about their loved ones and are not able to see them now because of this deadly virus.  AHCA/NCAL has posted a great list of ideas and considerations to help guide you through such communication: Communication Strategies for Keeping Families Up to Date.  This 2-page guide provides you with ideas to strengthen your communication with families, especially during this public health emergency.

“Effective communication is always important but is critical in this COVID-19 environment with heightened emotions, fear of the unknown and restrictions on family member in-person visitation. Family members want to know that their loved one is safe, that providers are doing everything possible to protect their loved ones, and to feel a sense of connectedness especially because they can’t be with their loved ones.”