Communication with friends and family of clients

Definitions & Key takeaways

When working with clients, it is important to remember that they may have friends and family. You should also be respectful, professional, and understanding when communicating with them.

You will need to keep your client's family and friends updated on their health status as permitted by the law and ethics and will need to help them feel more valuable and in control. Sometimes it may require answering them on the phone. Remember to use an unhurried and pleasant voice, and ensure that private information is not shared unless the client consents. Remember to get your supervisor's point of view in case of conflict and misunderstanding with any family member or friend regarding the client's information.

Chapters:

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Intro0:00–0:22

Your client's friends and family can provide support and comfort and help maintain your client's quality of life. As a nursing assistant, you play an important role in ensuring visits from friends and family are as pleasant as possible.There are a few things to keep in mind when communicating with your client’s friends and families.

Common Care Tips0:22–2:20

First, always treat them with courtesy and respect. You must always take into account the family and friends of your client and the impact that an illness, injury, or disability can have on them.
For example, if family members have always been actively involved in the client’s care, it might be difficult for them to give up the role of caregiver, and they can feel that you don’t provide the care as well as they did.
Other families might feel guilty when admitting a loved one in a long-term care facility. Other times, families can feel helpless and even second-guess the care you’re providing.
In all cases, it’s important that you also consider the stress they feel and to not take anything personally. Also, try not to interrupt your client’s visit from friends and family.
Check on them occasionally, and when you need to provide care, ask them to leave the room and let them know as soon as they’re able to return.
During a visit, be sure to check to see if you observe your client getting tired; when this happens, politely ask the visitors to come back later, so the client can rest.
Keep in mind that families are diverse in regards to their relationships and cultural or religious customs. Some family members may want to actively participate in care, such as by bringing home-cooked food or staying with the client overnight.
Do your best to accommodate them according to the client’s plan of care and facility policies. One of your duties as a nursing assistant is communicating with your client’s family and friends and updating them on the client’s status and care.
This can help reassure them and help them feel useful and in control. However, be sure to check that you have the client’s consent to share their information.
You can also encourage family members to participate in interdisciplinary planning meetings and provide input concerning the client’s care plan.

Telephone Communication2:20–2:44

This can help promote comfort and a sense of control for the client and their family members.Now, if a friend or family member calls your facility by phone, make sure you speak in a professional and unhurried fashion.
This can be very comforting and reassuring for them. When discussing a client over the phone, make sure that you do not give away private information unless the client has given consent.
Also make sure that other residents or visitors cannot hear you because confidentiality is very important. Oftentimes, family members and friends feel helpless and sad, and this can trigger conflicts.

Conflict2:44–3:25

Whenever this happens, ask for assistance from your supervisor. As a general rule, remember that good communication is essential: be patient and try to resolve the conflict as soon as possible.
Be aware that, sometimes, it’s necessary to “agree to disagree.” Although you might have different opinions, in the end, the comfort and well-being of your client is most important.
Some internal family conflicts are private and do not concern healthcare issues. In situations like these, it’s important not to get involved or be judgemental.
Instead, maintain professional boundaries and be empathetic. A very difficult time for the family is when a loved one will die soon.

Care of the Family3:25–4:20

Family members and friends cope with their grief in their own ways. Stress and grief can make family members act rude and even snap at you.Don’t take it personally and remember to always be polite.
If a family member becomes overly agitated or angry, make sure to notify the nurse. Remember that in times like these, it can be hard to find comforting words, but you can help by always being considerate, available, and courteous.
Sometimes, it may feel overwhelming to care for both clients and families. However, there are some things you can do to comfort the family.
First, you can communicate the best you can. For example, if a family member or a friend has a question about your client and you don’t know the answer, make sure you notify the nurse so that the family member’s questions can be answered.

Recap4:20–4:56

Alright, as a quick recap. When communicating with friends and family members of a client, always be professional, courteous, and respectful.
Updating friends and family on your client’s health status and care can help them feel more useful and in control. When conflict arises, you need to seek your supervisor’s opinion because a conflict can affect the health care of your client.
When answering a phone, make sure you use a pleasant and unhurried voice, which can be very calming for family members. Make sure private information is not shared with anyone unless you have the client’s