Elder Care & Home Support
The Situation
You are asked to join a meeting shortly after arriving for your shift. You were told it involves a concern raised by a family member.
From the introduction, you learn that a family reported a concern about home care provided yesterday. They mentioned missed routines and uncertainty about follow-up, though no specific incident was reported.
A care coordinator is present. Someone from administration is taking notes. Your supervisor is listening closely. You provided care during that time, but you don’t yet know which detail the family is questioning. You are expected to respond clearly and respectfully. Long pauses may be interpreted as uncertainty.
Your Task
Respond immediately and professionally.
You do not have all the details, but you are still required to respond.
Be careful not to sound defensive or dismissive.
Questions
“Were you assigned to this client yesterday?”
“When did you last visit the home?”
“What care tasks were completed during your visit?”
“Was anything different from the usual routine?”
“Were any concerns communicated to the family?”
“Did you document the visit?”
“Who else provided care that day?”
“Was any follow-up required?”
“Did the client mention any discomfort?”
“Were medications handled as instructed?”
“Are you saying the care was provided correctly?”
“Why might the family feel something was missed?”
“Was there anything you didn’t have time to complete?”
“What would you do differently next time?”
“How should we respond to the family now?”
“Is there anything you want to clarify?”
“What support would help you in these situations?”
“Do you feel expectations were clear?”
“Is there anything we should review?”
“Is there something we should be concerned about?”
