Please, Don’t Say THAT To a Family! What To Say Instead

Recorded November 1, 2017


Paige Hector, LMSW, MSW


Throughout the day, staff communicates with families, from a simple “Hello,” to reporting a change of condition and potentially unwelcome or even unexpected information. The manner in which that information is conveyed from content to delivery will impact how the resident or family reacts. All this communication, or lack of it, impacts the facility’s risk. This session will address common mis-statements and empower attendees to address issues differently. Learn how to coach staff to engage in successful communication with families, improve the resident and family experience in your facility, and reduce risk. From disease progression time lines, and informing families of the point-to-point decline, be proactive in your communication strategies and help staff be successful in creating successful resident and family outcomes.

Learning Objectives:

  • Discuss the relationship between risk management and information sharing.
  • Address the significance of facility culture and how it correlates with communication and customer service.
  • Identify what information should never be shared and offer strategies to build successful partnerships with families.
  • Describe the elements of notification and how to incorporate emotion into information sharing. .


1.5 CME, 1.5 CMD management

CME/CMD Credits available until November 2020


Member Non-Member


Speaker Biography

As a clinical educator with over 25 years health care experience, Paige is a frequent speaker at health care conferences across the country on diverse topics including end of life care and conversations, clinical operations for the interprofessional team, meaningful use of data, documentation and care plans. Published in 2017, Paige co-authored a chapter on palliative care in nursing homes in the book titled "Conversations in Palliative Care: Questions and Answers with the Experts, 4th edition." Published in 2016, she wrote two chapters for the textbook titled Managing the Long Term Care Facility: Practical Approaches to Providing Quality Care – Chapter 12 “Resident-Centered Facility Operations” and chapter 13 “Facility-Centered Clinical Operations” as well as part of Chapter 14 “Facility Operations and Performance Improvement”, the section titled “Data Management”. Paige also provided editorial and content guidance for Davis Balestracci in preparing the second edition of Data Sanity: A Quantum Leap to Unprecedented Results. In 2014 she was named as the National Association of Social Worker’s representative to the Joint Commission’s Professional and Technical Advisory Committee (PTAC) for Nursing and Rehabilitation Centers.

Speaker Disclosures:

All members of the education and online education committees have no financial relationships to disclose. The speaker has no financial relationships to disclose.