‘Relational Approach’ fosters community between families and team members

When a person transitions to a long-term care (LTC) home, it is often a stressful time—for the resident, who is leaving their previous home, and for their family, who is navigating not only the emotional aspects of the transition but also the logistics.

And, although from the outside it may seem like “business as usual” for the LTC staff, saying goodbye to one resident and quickly welcoming another can be difficult on a personal and operational level.

These emotionally charged conditions can lead to tension and misunderstanding between families and LTC staff. To ease the situation, help lay the foundation for strong relationships, and ultimately provide the best care possible, peopleCare is partnering with seniors care consultant, speaker and author Deb Bakti to provide empowering and transformative education to our team members and residents’ loved ones.

Through her organization Think Breakthrough, Bakti teaches families and LTC team members The Relational Approach, which puts empathy at the core of the family/staff relationship. First up was education and support to our team members. “The interactive workshops really empowered peopleCare’s staff to work with families that are going through a difficult time,” says Bakti. “They were able to talk about their real-life challenges and learn what tools they can use. It is incredibly relevant to their day-to-day work.”

Over the months, this collaboration with Bakti has evolved in meaningful ways. Following the initial training, “peopleCare wanted to take the next step and immerse it in their culture,” said Bakti. She designed an internal lead program that enables selected team members to continue learning from and supporting each other while being equipped to teach and train their colleagues.  Bakti continues to provide guidance and support for the 14 internal leads (two in each peopleCare home) for sustainable learning.

Similar to the informal peer network that was established following recent leadership development training for clinical and other leaders in peopleCare’s homes, the program provides internal learning and support and the opportunity for team members to build relationships with their colleagues across the organization.

The transition to a LTC home is something Bakti has experienced from both sides. As a former executive in seniors care and a caregiver who has been through the LTC admission process three times (with her father, husband and mother), she saw the need and opportunity to change admission day from a “transactional and potentially traumatic experience” to one that could establish trust and understanding for both families and care team members.

Bakti’s approach and materials have been transformative for both staff and residents’ loved ones. In summer of 2024, we offered virtual education sessions to family members, with recordings of the sessions now included in our resource library. Homes also loan out copies of Bakti’s book, Now What? to families.

Kristen Leal, Director of Programs at peopleCare Delhi LTC, found the book to be such a valued resource that she started a book club, and now says that creating safe spaces for families to share their true honest experiences and feelings, has been one of the most meaningful opportunities of her career to date.

“We’ve implemented the book club using Deb’s fantastic participant guide,” explains Leal. “At every family council, we’ve gone through the chapters together—laughing, crying, and experiencing a range of emotions. It’s been an incredible journey.”

As for the family member perspective: “For me, the book became very important. It helped me understand the importance of connecting with staff, residents and other families,” said Delhi family member, Anita Freisen. “Book club was a great way to connect with other families going through the same thing. It made me aware that others were experiencing similar feelings. Great way to share and unload concerns.”

Over the past eighteen months, peopleCare has embraced and sustained the teachings and materials of the Relational Approach. As we look ahead to 2025, we are collaborating with Bakti to launch a strategic initiative that deepens our commitment through enhanced training, coaching, and support for our internal leads.

These team members will develop customized strategies to empower care staff, fostering greater confidence, collaboration, and a culture rooted in empathy. “I’m excited to see how these individuals continue to make The Relational Approach their own in the next few years,” says Bakti.

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