Challenging Behavior
After a physically aggressive incident, this step is required to ensure proper documentation and follow-up.
What is report the incident to your supervisor and document it?
Clients with dementia may become agitated when they feel this.
What is confused, scared, or out of control?
When a family member gives you new instructions that feel like they might be slightly out of our scope of services, this is the best first step.
What is tell them you would like to be able to do this with them but want to go over their request with your supervisor first?
This is the primary audience of Family Room Messages.
What is the client's family?
This document outlines the tasks you are responsible for during your shift.
What is a care plan?
This body language cue can unintentionally escalate a difficult behavior if you're not aware of it.
What is standing over someone or using a confrontational posture?
Instead of arguing or correcting a client who is confused, caregivers should use this approach.
What is validation or going along with their reality?
If a family member vents their frustrations to you about other caregivers, this is how you should respond.
What is listen respectfully and direct them to talk to the agency or supervisor?
Wear this whenever you are working with a client in an assisted living or nursing home setting.
You should wash your hands at these times during your shift.
What is beginning of shift, after helping with toileting/personal care and before preparing food?
When a client becomes physically aggressive, this should be your top priority.
What is ensuring your own safety and the client’s safety?
This common mental health condition in older adults can sometimes mimic the symptoms of dementia.
What is depression?
When a family member begins texting or calling you after hours, this is a boundary-respecting way to respond.
What is remind them to contact the agency or scheduler during work hours?
This is the ONLY acceptable method for calling out of a shift.
What is calling the office?
While we cannot physically lift a client, we do provide this support during transfers and ambulation.
What is stand-by assistance?
This is the first thing you should try to identify when a client is acting aggressively or is upset.
What is the cause or trigger of the behavior?
Physical aggression is not a common symptom in most individuals with dementia. If a client is physically aggressive, it is usually an effort to do this.
What is communicate?
If a client complains that their daughter never visits or calls, this is a supportive yet professional response.
What is listen empathetically and validate their feelings without criticizing the family?
While it is easy to feel that that client is "yours," it is important to remind them that, ultimately, this is the entity responsible for their care.
What is Touching Hearts at Home (office/administration)?
These are the hours that you can reach someone at the office.
What is 24/7?
A client asks you not to tell their family something that affects their care. What should you do?
What is inform your supervisor — client safety comes first?
When a person with dementia appears to be hallucinating, you may want to consider that they are actually misinterpreting this.
What is something in their environment?
This "part of your body" is often a good indicator that something is not right. Listen to it and call the office with concerns.
What is the "gut"?
You’re feeling close to a client or their family — to keep things professional, avoid this.
What is oversharing personal details about your life?
An employee benefit accessible to you and your dependents for quick access to medical consultation, diagnosis and treatment.