Processing Concerns
Processing concerns through the
family council
Through the family council, families can share concerns with each other.
Individuals often find they have the same concerns as others, and that
processing concerns in a group is very effective for a number of reasons:
• The voice of the collective is more
powerful than the voice of the individual, thus the concern of several
people generally receives a quicker response than the concern of one person
• When concerns are presented on behalf
of the family council, positive action to address the matter often follows
• The time and energy required to address
a matter or problem is shared by the group rather than taken on by individuals
separately
The family council is also beneficial for care facility staff, providing
the opportunity for them to:
• Hear the constructive input of families
• Keep families informed of changes
and issues affecting the facility
• Provide information to families to
help them better understand the care environment
• Address small concerns before they
become major problems
• Seek family support on issues affecting
both the facility and its residents
10 helpful steps for processing concerns through the family council
1) Allow the family member to briefly explain
their concern. Encourage them to be as clear and specific as possible.
2) Determine if other members share the same
concern. If the concern affects only one resident, the family member who
raised the concern should be referred to an appropriate staff member to
help them deal with the issue. Many facilities have an internal process
for problem resolution. This process may be referred to under a variety
of names such as ‘Quality Improvement’, ‘Problem Resolution’
or ‘Care Issues Resolution’. The facility may also have a
second-stage review if resolution is not successful after the initial
step. This may take the form of a ‘Patient Advocate’ or ‘Ombudsman
Office’ or may simply involve referral to a higher management level.
3) If other family council members share
the concern and feel there is an issue they would like to pursue, it should
be determined if all of the relevant information is available and whether
there is time to discuss the issue at the meeting. Alternatively, members
may decide to wait until a future meeting to pursue the matter, or to
strike a small committee to investigate further.
4) In some cases, additional information
may be required. This can often be provided by the administrator or by
another staff person at the facility, who may be invited to speak to the
group. An outside speaker may be in a position to offer needed insight
and information on a particular topic related to the concern. It is important
to make sure all applicable regulations and requirements are understood,
and that all of the necessary information is available so that informed
decisions can be made.
5) When discussing the issue, encourage family
council members to make creative suggestions and seek possible alternative
solutions for addressing the problem or concern.
6) Once adequate discussion has taken place
among the group, the concern should be formally presented in written form
to the administrator and to appropriate staff.
Include the following information in the written submission:
• The specific nature of the issue
• To whom the issue is addressed
• Suggestions for possible solutions
• The date of a requested response
Although this is the recommended system for presenting a concern to the
facility, each family council should set up a system that is most effective
for them and meets the needs of both the council and the facility.
7) Allow adequate time for the facility to
respond and take action. Refrain from unreasonable demands. The facility
may have an established process for the resolution of concerns and it
may take some time for the various necessary steps to be followed.
8) Once a response has been received from
facility staff, allow the family council to discuss it. If the council
is satisfied with the response, the council’s satisfaction should
be reported to the facility administrator or appropriate staff person.
If the council is unsatisfied, this should be communicated in written
form through a letter addressed to the facility administrator or appropriate
staff person. It may be necessary to set up a meeting with the facility
to discuss the matter further.
9) When the issue is resolved, be sure to
thank those involved in achieving the resolution from both the family
council and the facility. Remember to communicate the success to residents
and families. This can be accomplished through a mention in the family
council meeting minutes, an announcement posted on the family council
bulletin board, or an item in the facility newsletter, if available.
10) Build goodwill! Always remember to take
time to identify and show appreciation for the many things that are going
well at the facility; be sure not to focus only on the negative.
Processing concerns through the regional health
authority
If the family council or an individual family has a concern about care
that they feel has not been resolved through the family council or at
the facility level, they may consider contacting the regional health authority.
• Every regional health authority has
a Community Care Liaison Officer who is responsible for dealing with concerns
in government-funded or subsidized long-term care facilities. The liaison
officer may help resolve problems related to quality of care issues (for
example, if a resident is not getting the medications he or she needs),
as well as health and safety matters.
• When considering which department
to contact, keep in mind that the different health authorities may use
slightly different names for the same type of department or contact person.
Some regions use the phrase “community care facility,” while
others use the phrase “long-term care facility.”
For specific contact details, please go to contacting
health authorities.
If you have questions about processing concerns, please contact
us. You can also find more information in our Family
Council Handbook.
