Consistent. Comprehensive. Compassionate. Those qualities define TheKey Winnipeg’s communications approach. They form the basis of every communication between Client Success Managers, clients and their families. General Manager Dennis Fancy says those fundamentals are essential to not only talking about care, but continuously adapting it in line with someone’s evolving health and wellbeing. This month, we asked Fancy to tell us more about his team’s communications approach, and why it works so well.
In conversation with Dennis Fancy, General Manager, TheKey Winnipeg
Q: Over the years, you’ve worked with families from all over the area. Why is communication such an important part of successful caregiving relationships?
A: “We are very focused on thinking and delivering beyond the transactional aspects of caregiving for seniors. We want to offer truly holistic care that caters to every aspect of wellbeing, including physical, mental, cognitive and emotional health. To do that, a senior’s loved ones must be part of the process. We want family members to feel involved, and for them to know they can easily and quickly access insight about their loved one or share observations our way. That collaboration is essential and it requires responsive and meaningful two-way dialogue.”
Q: How do caregivers at TheKey communicate with families or loved ones on a regular basis?
A: “Our Client Success Managers are the main voice for our caregivers. They establish regular channels with individual families. That might include email, phone calls or updates within our online client platform. We establish regular communications from the very first day that caregiving begins, so families know we are accessible and they’ll be informed in near real time. This is part of building trusted relationships that put the client’s wellbeing front and centre.”
Q: What are your goals when communicating with families?
A: “Consistency is definitely crucial. We never want families to feel disconnected from what their loved one might be experiencing. Regular updates help everyone maintain peace of mind. They also enable relatives to look into new issues or gather information ahead of medical and other appointments. We want our communications to be comprehensive. Families should always ask a care provider what kind of information they can expect to receive on a regular basis. At TheKey Winnipeg, we share insight that speaks to the whole person, from how their day was to what they ate to whether or not they bathed. Importantly, we’re compassionate communicators. We lead with empathy and bring a very human touch to every interaction.”
Q: How does Manitoba’s aging population impact caregiving and communications in particular?
A: “Nearly 30,000 Manitobans are aged 85 and over. That’s a considerable percentage of our province’s population. In that sense, demand for our caregiving services is likely to grow over time. But we’re committed to our caregiving values and that includes the way we communicate with families. Our Balanced Care MethodTM is personal. It’s tailored to the specific person we’re caring for. We will continue adapting our communications channels and platforms to ensure the way we work with families is equally personal at every stage of the aging journey.”