For Team Members: Answering Family Phone Calls Using the Huddle Tool

Duration: ~15 minutes

Course Topics: Long-Term Care Basics

Course Skills: Caring for All of a Person’s Needs, Dignity Respect and Rights, Teamwork and Communication

Families have shared that they want to know how to effectively share information with their long-term care team. They also want to know how to work through distressing situations in a way that is mutually respectful and builds stronger relationships with the care team. In response, the Ontario Centres for Learning, Research and Innovation in Long-term Care created a set of two complementary eLearning courses; one for families and one for care team members. In the course for care team members, you will learn about the Huddle Tool for families, and the steps you can take to support a family member calling in using the Huddle Tool. You will watch a short video clip of a LTC team member and family member using the Huddle Tool together over the telephone. The video will highlight some effective communication skills used by the staff member receiving the call. As well, other tips will be suggested to help you make telephone conversations using the Huddle Tool even more successful.

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