TOPIC: A POSITIVE START
Click Play for an introduction to the module.
Basics of Dementia-Friendly Care
Module 2: Communication and the CARES® Approach
Setting the Tone
How you start an interaction with someone living with dementia sets the tone for the entire interaction. And how you say something is as important as what you say. Patients with dementia will tune in to your emotions. If you're in a hurry, angry, or frustrated, they will pick up on that. So, approach the patient calmly and with a smile.
Many hospital procedures and activities do not make sense to someone with dementia. They may not know why you are there or what you are going to do, and they need reassurance. Your words, tone of voice, attitude, and body language are all important.
Basic Steps
It is important to be kind and caring with everyone you care for, but if you know the person has dementia, it is even more important to take a little extra time. Here are some basic steps to follow every time you begin an interaction with a patient with dementia:
- Approach the person slowly, from the front when possible, and always with a smile.
- Stand to the side of the patient’s bed or chair, and try not to bend over the patient.
- Smile, introduce yourself, use the person’s preferred name, and offer your hand for the patient to shake or hold, if appropriate. Always say the reason you are there.
- Speak slowly, calmly, and clearly. Remember that many patients may be scared, have difficulty understanding what you are saying, or have age-related hearing difficulties.
- Give simple instructions, one step at a time.
Many staff members say they feel uneasy caring for someone with dementia, because they don’t know what to do or say. These steps can help. Follow them even if it is a return visit to the same patient just five minutes later. He or she may not remember you.
CARES® Tip
Helpful Phrases
Do you feel uncomfortable approaching someone with dementia or delirium? Here are some helpful phrases you can use to start a conversation:
“I’ve come to see how you are.”
“I need your advice.”
“I need your help.”
“I was wondering...”
“Could we do this together?”
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