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20
Sep

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Video: A Conversation with Staff about Task-Oriented vs. Person-Centered Care

Dementia care is a challenging career field, for direct caregivers and supervisors alike. With limited time and resources, person-centered care sometimes gives way to purely being focused on the task at hand. Learn with Teepa Snow how to coach your staff to complete their work on time while also being respectful and compassionate to the people in their care.

View the video below to see Teepa roleplay a coaching session with staff, helping her understand how to combine her tasks with a compassionate care approach.

Would you like to see more of Teepa Snow's Staff Training Tips?


View the full length program "How to Get Your Staff Engaged in Better Care Techniques" and get 2+ hours of practical tips, techniques, and recommended strategies from Teepa so you can find the most effective way to change your staff’s mindset, actions, and enthusiasm towards the most compassionate care techniques available today. 

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Transcript:

Teepa: “So Janice is going to work with me. Janice, hey – it’s Teepa! Do you have a few seconds? I know you are busy and have a lot going on. I’m going to see about 5 minutes. Linn, will you keep time for us? Because I want us to really be honest, five minutes is max. I only get five. Whatever I can get done in five I do. And then when I’m….that’s all I have, that’s all she has, that’s all I’m willing to commit. It’s all I’ve got. I’ve got a lot going on. I can give it five, that’s it. So Janice, have you got a few?”

Janice: “Yes.”

Teepa: “Is now an okay time?”

Janice: “Yes.”

Teepa: “Tell you what: Have a seat. We’ve been talking in those staff meetings about this idea of getting connected to people or getting permission before we do things, and I noticed that you go in and out of peoples’ rooms a lot in housekeeping, right?”

Janice: “Yes.”

Teepa: “So, tell me a little bit about what your job is; why you go in peoples’ rooms and why you come out. Tell me why you do that; why do you do that with what you’re doing.”

Janice: “I go in to clean the floors...”

Teepa: “So you’re going in to clean the floor…”

Janice: “I go to dust...”

Teepa: “When you’re going in and out, do you make one trip in, or are you in and out several times?”

Janice: “Well, I try to take all of my stuff in at one time…”

Teepa: “…All your staff in at once…”

Janice: “But the cart is outside the door…”

Teepa: “…The cart is outside and you have it locked up…”

Janice: “I do.”

Teepa: “Yeah, you do all of those things?”

Janice: “I do.”

Teepa: “Okay, so when you’re going in, you’re going in to clean?”

Janice: “Yes.”

Teepa: “So, when you’re going in, whose room are you going in?”

Janice: “One of the residents.”

Teepa: “Okay. So, like, describe who is the first resident’s room that you go into typically?”

Janice: “Uhmm, Emma’s room.”

Teepa: “Emma’s?”

Janice: “Yes.”

Teepa: “Okay. So you’re going into Emma’s room. So, let’s pause for a second cause I want you to think somebody’s come to the door of your house. Do you live in an apartment or a house?”

Janice: “A house.”

Teepa: “You live in a house, and somebody shows up at your door. And they just unlock the door, open the door, come in and start cleaning.”

Janice: “That’s not acceptable.”

Teepa: “That wouldn’t work for you. Why wouldn’t that work for you?...But somebody paid for them to come and do it. And they were told to come and clean the house, and they’re just doing what they were told to do.”

Janice: “No, that wouldn’t work.”

Teepa: “That wouldn’t work for you. Why wouldn’t it work?”

Janice: “Because they’d be invading my home.”

Teepa: “Oh, so it’s your house, and you think that they should check with you before they start doing?”

Janice: “Yes.”

Teepa: “But somebody else already paid for it. I mean, it’s been paid for. And they know what they’re doing. They’re trained.”

Janice: “Right. But they’d still have to knock before coming in.”

Teepa: “They still have to knock. Huh. So, Janice, when you’re thinking about what you do, I just realized I made a mistake when I gave you your instructions. And we have this in your job description, and we didn’t make part of your job description. Umm, I said your job is to clean the room. I didn’t say your job is to get permission and clean Emma’s room, and that was my mistake. And so I apologize. I sort of set you up, because just as you wouldn’t want somebody coming in your house, I’m suspecting that, at least, we have some people in the building that aren’t that excited to have you come in. And there are other people that would love to have you in there. Like when you go to Marjorie’s room, what does Marjorie do the whole time you’re in there?”

Janice: “Oh, she’s so excited. She talks… (laughing)”

Teepa: “I know. And how long does it take you in Marjorie’s room?”

Janice: “Uhhh, about 40 minutes…”

Teepa: “Yeah. How long does it take you in Emma’s?”

Janice: “20.” (laughing)

Teepa: “Yeah, so Marjorie is eating up a good bit of your time as she really loves that connection. So do you knock on her door?”

Janice: “No.”

Teepa: “No. Huh. Okay. So what we’re going to do is, we’re going to think about that a little bit.”

Janice: “Okay.”

Teepa: “Okay? Because of that idea of knocking and getting permission.”

Janice: “Okay.”

Teepa: “Thank you for meeting with me.”

Teepa: “So pause, and I want you to think and talk through what was different about that session? Now all I was working on was awareness. But if I don’t get awareness, I won’t get buy-in. Because it has to be something…do this…it’s not my idea. And it’s not hers. It’s shared. So it’s not my way or her way…put your hand up…it’s our way. And what I did is work hard to understand and then to help her understand what I was asking and why I was asking what I was asking. And the way I got her to get it, was to describe a situation by putting her in the person’s seat and asking her to consider it. Now I have to be prepared for whatever she shares with me, but that’s part of my job as a coach, is to get prepared. So talk about that experience. How that experience was for Janice, and how it was for me. And notice what we did to do it. And that was five minutes. Just so you know. That was my five minutes on day one. But does Janice got things to think about? Has Janice got her brain interested? Has Janice got her brain thinking? And is my brain thinking too? Because I have given myself something I need to think about. I asked Janice to do things in a certain way, and I’ve just said I don’t want Janice to be task-focused. And then I realized, her whole job-description is nothing but task-focused. Son of a gun. It’s amazing how this stuff rolls downhill. So I have some work to do, but I don’t want to be quick, I’m not going to do a knee-jerk. I’m just, I’m aware, huh, we have issues because a lot of what we ask people to do is task-driven. So if I want to change how she does things, I need to reframe how I ask her to do things.”

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