Client retention will increase 15% in the next 6 months as home health aides communicate in ways that better support their clients with dementia
by Amy Pluto
1. Created using Cathy Moore’s action mapping model. Instructional design by Amy Pluto.
2. Speak to client in a respectful, non-patronizing way
2.1. Use a calm tone
2.2. Use a friendly tone
2.3. Use client's name
2.4. Don't use complex language
2.5. Ask open-ended questions
2.6. Gently remind client of the topic of the conversation, if necessary
2.7. When in a group setting, involve client in the conversation
2.8. Validate client's feelings
2.9. Acknowledge client's achievements
2.10. Give client time to respond
3. Respond supportively when client says something that is not accurate
3.1. Maintain eye contact
3.2. Validate client's emotions
3.2.1. For example, if client expresses sadness about something that didn't happen, say,"I understand that you're feeling sad."
3.3. Go along with the story
3.3.1. For example, if client says they visited a place that they didn't, say, "That sounds like it was a wonderful trip."
3.4. If client is fixated on a particular topic, redirect client's attention
3.4.1. Gently introduce a different topic
3.4.2. Gently introduce a different activity
4. Offer client choices
4.1. Offer two choices
4.2. Offer simple choices
4.3. Offer appropriate choices
4.3.1. Align choices to client's needs
4.3.2. Align choices to client's capabilities
4.3.3. Align choices to client's preferences
4.4. Use visual cues
4.4.1. For example, holding up the choices so client can visualize the choices