Family member experience with courtesy and respect

How family members rated how often staff treat their loved one with courtesy and respect. (see data dictionary)

What do you think?

Whether you’re a resident, family member, provider, or health system administrator, thinking about why these differences might exist can start or inform conversations and lead to solutions for improved quality of healthcare.

Understanding “family experience with courtesy and respect” 

In a survey conducted from May to October 2016, the HQCA asked family members of residents living in designated supportive living:

In the last six months, how often did you see the nurses and aides treat your family member with courtesy and respect?

Family members could choose “Never / Sometimes / Usually / Always”

When staff act thoughtfully and show they sincerely understand and value a resident’s unique feelings, wishes, rights, or abilities, this demonstrates courtesy and respect. It is important to family members that their loved ones be cared for with a courteous and respectful attitude and approach.

Family member’s overall rating of care and services is likely better if they feel their loved one is treated with courtesy and respect (National Centre for Biotechnology Information).

Considerations when viewing the results:

There are a number of factors providers and leaders can consider to better understand and improve family member experiences with courtesy and respect. Before taking action, consider the following:

  • Family members were asked about how staff interact with their loved one, and in particular how “nurses and aides” treat them. Family members may not be able to clearly differentiate between nurses and aides or other staff at the site, however this provides information about how family members feel care staff engage with their loved one. Therefore, it is important to consider what it means at your site to be respectful and courteous when caring for or interacting with residents and families? What does that look like? How are staff supported to deliver care and services in a respectful and courteous manner (e.g., training, education, or feedback)?
  • What expectations do family members have regarding the courteous and respectful treatment of their loved one? What might influence their perspective?
  • How might a family member’s experience of courtesy and respect differ from the resident?
  • Cultural differences can sometimes influence expectations and experiences with courtesy and respect. How could cultural competency be strengthened within a site, organization, or across the healthcare system?
  • Which Supportive Living Accommodation Standard(s) does this question help inform, if any?
  • Which Continuing Care Health Service Standard(s) does this question help inform, if any?
  • A site may only be directly accountable for one type of staff. For example, in designated supportive living, case management and sometimes nursing care are delivered by Alberta Health Services, while other services like care aides and housekeeping are managed by a housing provider or site operator. How can providers collaborate to make sure approaches to courtesy and respect and improvements are embraced by all staff?

For information about the HQCA’s designated supportive living family experience survey, please visit the HQCA website.

The Health Quality Council of Alberta uses the Alberta Quality Matrix for Health as a way of organizing information and thinking around the complexity of the healthcare system. This measure can be used as input to assess designated supportive living’s performance in these dimensions of quality:
LEARN MORE

Dimensions of Quality

  • Acceptability 
  • Accessibility 
  • Appropriateness 
  • Effectiveness 
  • Efficiency 
  • Safety