Trust is an invaluable currency in the aged care industry, yet it is something that Australians are not giving easily to aged care homes right now. The investigations by the Aged Care Commission in 2021 shook public confidence in the industry, putting the reputation of all aged care homes, good and bad, at risk. However, this presents an opportunity for facility managers and directors to stand out from the crowd and rebuild trust with the public. Here, Veridia Australia highlights some key strategies and practices that aged care facilities can adopt to build trust within their care facilities.
1. Be Authentic and Transparent
The foundation of trust is authenticity. Aged care facilities must strive to be genuinely committed to the well-being and care of their residents. Be transparent about your operations and showcase your daily activities with regular footage and pictures of residents and staff. Being able to provide a record of your actions builds credibility and by sharing real-life stories, you create connections with potential clients and their families.
2. Collect Reviews and Feedback
Online reviews play a significant role in shaping public opinion. Encourage visitors, residents, and their families to leave honest reviews about their experiences. Utilise online platforms like Google Reviews, Boast, Arrivala, Ask Nicely, Retently, Aged Care Online, Care Page and Aged Care Reviews to gather feedback. Positive reviews act as a powerful trust generator, while handling negative reviews gracefully and proactively can actually build trust with future clients. Instead of ignoring or dismissing a negative review, a good aged care facility responds promptly and empathetically. They acknowledge the concerns raised in the review and apologise for any shortcomings. They explain that they take resident satisfaction seriously and are committed to addressing the issues mentioned.
3. Emphasise Cleanliness
Maintaining a high standard of cleanliness in an aged care facility is of utmost importance. A clean and hygienic environment is vital for promoting the health and well-being of residents. It also plays a significant role in building trust among residents, their families and the facility’s staff. A spotless and well-maintained living space can instil a sense of comfort and security among residents, contributing to their overall satisfaction with the facility’s services.
To maintain high cleanliness standards, implement the following actionable tips:
Regular Cleaning Schedule
Developing a comprehensive cleaning schedule is essential to maintain a hygienic aged care facility. This schedule should encompass resident rooms, common areas and kitchens to ensure a clean and safe environment for all. Regular sanitization of high-touch surfaces, such as doorknobs, handrails and shared equipment, helps prevent the spread of infections. For instance, daily sanitisation of communal spaces and weekly deep cleaning of resident rooms maintain a consistently clean and safe facility.
Ensuring a constant supply of hygiene consumables is vital for maintaining a clean and safe aged care facility. Hand sanitisers, paper towels and gloves should always be well-stocked to promote proper hand hygiene and infection control. Placing smaller stockpiles near sanitisation stations allows for convenient and prompt refilling. For example, having readily available supplies near high-traffic areas ensures that staff and residents can access them easily, reducing the risk of potential hygiene gaps.
Proper training is crucial for staff to maintain a clean and hygienic aged care facility. Staff should receive training on safe cleaning procedures and the correct usage of cleaning agents to ensure effective and safe cleaning practices. Additionally, thorough training on infection control and proper waste disposal techniques is essential to prevent the spread of infections and maintain a safe environment for residents. Staff trained in infection control protocols can implement preventive measures to minimise the risk of outbreaks within the facility.
Inspection and Auditing
Regular inspections and audits will maintain cleanliness standards in aged care facilities. Using aged care audit tools and accreditation checklists helps identify areas that require improvement. Taking prompt corrective action ensures compliance with aged care standards and enhances the well-being of residents. Routine inspections can identify potential issues like maintenance needs or sanitation gaps, allowing for timely interventions.
Recognise that perfection may be unattainable, but continual improvement should be a top priority. Demonstrate a commitment to learning from mistakes and actively implementing changes based on feedback and hygiene audits. By being proactive and responsive to challenges, you showcase your dedication to providing the best possible care.
Veridia Australia is the leading provider of equipment used in aged care facilities. See how to enhance the reputation of aged care facilities. Call 1300 228 222or contact us online today!