Golden Connections: Enhancing Communication for Older People

Description

The MRHP Age-Friendly Older Person Service recognises that effective communication is essential to quality care for older adults. The team has embedded communication and information-sharing practices at every stage of the patient journey:
• Patient Information Packs: Patient’s 75 years and Older receives a comprehensive pack containing easy-to-understand information about frailty conditions, treatment options, and available community supports. These packs include contact details for relevant services, visual aids, and links to further resources.
• Education Initiatives: The team delivers the National Frailty Education program Dementia education program, workshops and “Lite Bite” education sessions for staff. These sessions embed Age aware care explaining frailty and delirium, and empowering staff to provide age aware care.
• Assisted Decision-Making (ADM): Staff are trained in ADM protocols, using the Thinking Ahead framework to support patients and families in understanding choices and planning for the future. This ensures that communication is not only clear but also respects patient autonomy and legal rights.
• Dementia-Friendly Communication: Dedicated dementia-friendly bays are equipped with sensory tools and orientation aids. Staff use clear, compassionate language and visual cues to reduce confusion and agitation for cognitively impaired patients.
• Community Resource Directories: The team has worked with Living well Forum, and ADON Dementia services, mapping local and national support services, creating directories that are distributed to patients and families. These directories help bridge the gap between hospital and home, ensuring continuity of care and reducing social isolation.
• Collaborative Communication: Daily multidisciplinary team (MDT) meetings ensure that all professionals involved in a patient’s care are informed and aligned. This approach minimises information gaps and ensures consistent messaging to patients and families.
• Feedback Loops: The service actively seeks feedback from patients, families, and community partners to continuously improve communication strategies. This has led to the development of new materials and the refinement of existing ones.
By prioritising accessible, empathetic, and practical communication, the MRHP team has improved patient understanding, reduced hospital readmissions, and fostered a culture of respect and inclusion. Their approach is a model for age-friendly communication in healthcare.

Aim of Initiative

Ongoing since 2022, with continuous development and expansion.
The initiative aims to empower older adults and their families by providing clear, accessible, and actionable health information at every stage of care. By enhancing communication skills among staff and creating user-friendly resources, the service seeks to reduce confusion, support informed decision-making, and ensure that older patients feel respected, included, and confident in managing their health and care transitions.

Who is it aimed at

Older adults (75+) attending MRHP, especially those with frailty, dementia, or complex health needs, as well as their families and carers.

3 Steps critical to success

1. Develop and distribute clear, accessible patient information packs and resource directories.
2. Train staff in health literacy, dementia-friendly communication, and ADM protocols.
3. Establish feedback mechanisms to continually refine communication materials and approaches.

3 Challenges in Planning / Delivery

1. Addressing varying levels of health literacy among older patients and families
2. Ensuring all staff are consistently trained and confident in delivering clear, compassionate communication.
3. Maintaining up-to-date resource directories and information packs as services and supports evolve.

3 Outcomes / Benefits

1. Improved patient and family understanding of health conditions and care pathways, as evidenced by feedback and improved clarity
2. Increased patient autonomy and participation in decision-making, supported by ADM protocols and health literacy initiatives
3. Stronger connections between hospital and community supports, reducing readmissions and social isolation.