Aims

For delegates to explore the practical and effective ways in which to work in partnership with families and to feel confident that in doing so they will be meeting the needs of their relatives

Learning Outcomes

- Identify and empathise with the families’ feelings and expectations
- Understand the communication issues between staff, families and their relatives
- Focus on family investment and practical ways in which the organization can facilitate this
- Discuss ways of improving hospitality services within their organisation
- Identify reasons why families may be dissatisfied with the services their relative receives and ways to resolve these
- Understand the do’s and don’t’s with regards to interaction with families from the management and staff perspectives