Communication is essential to wellbeing. Residents in the aged care system face both internal and external barriers to effective communication. Providers can make a noticeable difference to resident safety, care quality and family satisfaction through transparent, timely and collaborative communication methods. The comprehensive suite of communication and relationship management tools offered by Salesforce can play a pivotal role in ensuring your residents receive the attention and care they deserve.
The Importance of Communication in Aged Care
As residents live longer the incidence of multiple, complex medical and personal care needs increases, particularly for those living with dementia or approaching end of life. In the aged care industry, effective communication is not only essential but legislated in the new Aged Care Act1.
“The provider must ensure that risks to individuals, and changes and deterioration in the condition of individuals are escalated and communicated as appropriate.”
This applies regardless of the communication capacity of the individual and any challenges they’re currently experiencing. It also needs to consider those at higher risk of harm and meet residents where they are. For care to be safe and effective, all members of the care team should have the same understanding of the person’s current health needs and preferences for care2. Clear documentation and positive relationships alongside effective communication is the key.
Communication Channels within Salesforce for Aged Care
Centralised Communication Platforms: Salesforce provides a unified communication platform where all interactions with residents and their families can be recorded and accessed by care teams. This centralisation ensures continuity in communication, reducing the risk of miscommunication or information loss.
Real-Time Updates and Notifications: With Salesforce, aged care providers can automate real-time updates and notifications to families regarding their loved one’s care. This feature ensures families are kept informed about changes in care plans, health status, or any incidents, fostering transparency and trust.
Customised Communication Channels: Salesforce allows providers to personalise communication according to the preferences of residents and their families. Whether through emails, SMS, or mobile applications, Salesforce facilitates tailored communication strategies that enhance engagement and satisfaction.
Feedback and Surveys: Salesforce’s robust feedback and survey tools enable providers to gather valuable insights from residents and families. By analysing this feedback, providers can identify areas for improvement and adjust their communication strategies to better meet the needs of their stakeholders.
Collaborative Care Planning: Salesforce supports collaborative care planning by enabling secure and efficient sharing of care plans and progress updates with families. This collaboration ensures that families are actively involved in decision-making processes and that residents receive holistic, person-centred care.
Build Trust and Transparency in Communication with Salesforce
The benefits of effective communication go beyond keeping residents and their families informed. Your organisation will build trust and respect, helping residents to feel safe and cared for. With Salesforce, you have a powerful platform which facilitates handovers between support workers and care teams, provides a reliable timeline and fosters a culture of easy and transparent communication.
Are you wanting to build trust and transparency for communication within your organisation for the benefit of your residents and families? Book a time with our Aged Care team to have a chat here!
References and Sources:
- Australian Government Aged Care Quality and Safety Commission Outcome 3.3: Communicating for safety and quality
- ARIIA Communication and Relationships