Mary Andrews, NSW

Care Communication program

Mary Andrews Village in South Hurstville, NSW received a Better Practice in Aged Care Award for its care communication program. The Village has systematically reviewed its communication processes that impact on resident care. This has resulted in the identification and implementation of a series of improved and in some cases, innovative communication strategies to ensure that residents, relatives, staff and other care providers have access to relevant, timely, accurate information.

Clinical records were re-arranged so that relevant documentation was more accessible to care staff. Clinical documentation is regularly reviewed by the registered nurse and with specific feedback provided which staff action to improve documentation in individual records. These actions ensure that the records provide staff with accurate and complete information that facilitates ongoing resident care.

A structured handover process has been developed to provide better continuity of care for residents. The handover form captures relevant information about each resident, ensuring staff handover is thorough while also promoting effective time management of the handover process. A registered nurses' and doctors' folder has been developed to capture and communicate relevant information for attention of these professionals.

Residents and relatives each receive a monthly newsletter. The resident newsletter contains information about events and activities within the Village, staff changes as well as health and safety reminders. the relatives' newsletter is a condensed version of the resident newsletter, which also communicates information about relevant policy issues. Staff receive a fortnightly newsletter to inform them of education opportunities, staff changes, new policies and procedures, and planned changes within the Village and ARV. This newsletter also recognises staff efforts and can be used to remind staff of procedures to be followed.

An extended care conferences process has also been introduced as an aid to building greater understanding and facilitating participation of residents and relatives in activities and decisions. These meetings aim to open communication with residents and relatives so that they feel able to participate in care and the service. A review of resident needs and the resident's care plan is incorporated in this review.