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Be involved in your care and safety

Positive health outcomes depend on many factors – including knowledge and understanding. To achieve the best outcomes and avoid negative consequences, it is essential to take responsibility for your own health and safety, participate in your own care, ask questions and be involved. Effective communication – asking, talking and listening – is essential to ensure that all of the pieces fit together.

When we visit the doctor ourselves, we expect to leave knowing what our health problem is, what we need to do about it, and why. But too often, residents, clients and/or their families may be uncomfortable asking the doctor or the care team questions or feel that they do not know the “right questions” to ask. That’s why Toronto Long-Term Care Homes and Service developed the Ask – Talk – Listen approach.

Most people need help understanding health care information – often medical explanations are quite complex and people do not fully understanding the words used or the directions given. As a result, people are more apt to make mistakes (e.g. with their medications) and be less able to comply with treatment plans or successfully negotiate the health care system. Studies have shown that people who ask more questions and are more informed and involved in their health tend to stay safer and have better outcomes. To ensure that you or your family member receives the best possible care, remember to ask – talk – listen with the care team.

We encourage resident, clients and families to ask for the information they need in order to become active participants in their care. Ask – Talk – Listen is primarily adapted from two (2) other successful initiatives: (i) the Canadian Patient Safety Institute; and (ii) the Partnership for Clear Health Communication at the National Patient Safety Foundation in the United States.

We are committed to effective communication so that you are better informed and you achieve better outcomes.

ASK

It is important that you understand as much as possible about the care you receive. Ask questions until you feel comfortable with instructions, advice or treatment options. Write your key questions down in advance of talking to the doctor or the care team. Ask the doctor or the care team to explain in simple words if you are not clear about the issues. We encourage you to ask three key questions to better understand your health and safety:

• What are my main health issues?
• What do I need to do to achieve better health and safety?
• Why is it important for me to do this?

If you do not understand the explanation, let the doctor or the care team know.  Make sure that you understand the answers before you finish the conversation. If you do not understand, ask again – don’t be afraid to tell the doctor or the care team that you still do not understand. Say: “This is new for me. Will you explain it to me again?” or “I don’t know what you mean when you ask _____.” They can explain it in a different way.

Knowledge is important to quality, safety and positive outcomes. A well-informed person asks questions, tries to understand and ensures adequate action by themselves, their families and their health care providers.

TALK

You are the best person to tell the doctor or the care team about any problems that you (or your family member) might be having – you know how you feel, what is normal for you and what changes you have experienced. Tell the doctor about any previous treatment, surgery, current prescriptions and health concerns. Inform the doctor or the care team about any chronic conditions, such as high blood pressure, diabetes or allergies.

If your family member has dementia and has displayed challenging behaviours, tell the care team about the behaviours – your knowledge of your family member and what “triggers” these behaviours will help in developing a care plan that results in safe care for both your family member and others.

Talk to the doctor or the care team at the first sign of discomfort – or when something “doesn’t feel quite right”.

LISTEN

When talking with the doctor or the care team, listen to what they have to say. If you do not understand, say that you do not understand and ask questions for further clarification. If you feel more comfortable, bring someone with you to “do the listening for you”. If possible, write down important questions in advance – use the three key questions to guide you.

Tips for clear health communication

Check off the tips that you will try:

• I will ask a friend or family member to ask the questions for me.
• I will ask a friend or family member to be with me when I ask the questions, to help me understand.
• I will write down the answers so that I remember.
• I will find out why the test or procedure is needed and how it can help me.
• I will find out when and how I will get the results of the tests or procedures.
• I will make a list of my concerns to discuss at the next care conference.
• I will ask that a care conference be held sooner than currently scheduled, so that I might discuss my concerns now.
• I will ask the nurse, doctor or pharmacist to re-explain the answers to me if I do not understand first time.
• I will ask if there is a Just for Families brochure on the topic that I am dealing with – or other written material that might help me understand.
• If I am being discharged, I will ask the doctor or the care team to write down and plans or instructions that I will need at home.

Write the answers to your three questions and any additional questions here

• What are my main health problems?
• What do I need to do to achieve better health and safety?
• Why is this important for me to do?
• Other questions?

Just for Families is a series of information brochures created to provide important information for residents, clients and families of Toronto Long-Term Care Homes and Services. We believe that residents, clients and families are important members of the care team and that if they understand aging, health concerns and long-term care issues we will jointly achieve better outcomes.

Accreditation Canada* develops national standards to guide quality, safety and satisfaction in all aspects of health care services, including long-term care and community health services. The accreditation process includes self-assessment, on-site survey and follow up action to achieve continuous improvement. Toronto Long-Term Care Homes and Services has participated in the national accreditation program since 1985 and has consistently maintained strong results. We are committed to quality and we use the Accreditation Canada process to guide our journey. Accreditation is the consumers’ assurance of quality care.

*Accreditation Canada was previously known as the Canadian Council on Health Services Accreditation

 

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