The better the communication, the better the care. This captures the spirit of TheKey Toronto’s communications approach. General Manager Timon Page considers caregiving a collaborative effort between the professionals in his team, and the families they work with. Maintaining open and fluid lines of communication is crucial to keeping everyone on the same page, and maintaining quality of life for seniors. This month, we asked Page to explain how TheKey’s approach to communications works.
In conversation with Timon Page, General Manager, TheKey Toronto
Q: Your caregivers work with seniors at every stage of the aging journey, including many who are living with dementia. How do you communicate about care with families and loved ones?
A: “We have dedicated Client Success Managers. This role was designed to specifically support clients and families, and connect the dots between all of us. The Manager becomes the voice of the client. They work with families to establish a regular means of communicating, whether that’s by email, phone calls, updates in our online platform or a combination of all three, in addition to in-person visits. With those preferences lined up, we can make sure that no matter where families are located, they have near real-time updates on how the senior in their life is doing and feeling. That creates a great sense of reassurance for the families we work with.”
Q: Based on your experience, what are the most important aspects of good caregiving communications?
A: “Compassion, first and foremost. Welcoming a professional caregiver into the circle of care must feel natural and safe. We lead with empathy in our communications, putting ourselves in the shoes of the family. Everything we do is geared to go beyond transactional activities of daily living and really support the whole person. That includes communicating compassionately with family at all times. We also aim to be consistent. Communicating regularly about the big things and the seemingly small things means no one is caught off guard by a significant shift in a senior’s health or wellbeing. Lastly, we’re comprehensive. Families should feel comfortable asking about any aspect of care, from what their father ate for lunch to how things went at the cardiology appointment. Details count, they add up to a clear picture of how someone is doing overall.”
Q: How does this communications approach link back to TheKey’s Balanced Care MethodTM?
A: “Here in Ontario, seniors 65 and older are the fastest growing age group. We expect one-quarter of Ontario’s population will be 65 or older by 2041. That’s almost double the number of seniors in 2016. This may change the demand for services but we’re committed to ensuring how we communicate remains just as personal as it is today, no matter what. When we say balanced care, we mean that our caregiving is tailored to the many different aspects of wellbeing that add up to good health for seniors. We customize our care plans and our communications approach to individual family needs. That’s what sets us apart.”