What is it like to come and visit your nursing home?

A few years ago, I came to a nursing home to do a quality review. It was my first visit to the home, which had moved into new premises about six months earlier. The front door is locked and there is an intercom. I press the button, three signals come forward and then I am disconnected. I try again, a person answers and I ask to be let in. Of course, says the person who answers and hangs up, nothing happens and the door remains locked. The third time I call I am finally let in. Once inside the house, I am met by bare corridors, in a corner stands a worn armchair, no paintings or flowers are visible in the premises.

- If I were 15 years old and were to visit my grandmother – would I come again?

When I got up to the floor where I was to begin my review, I was met by a new locked door. Once inside it, I sense a faint smell of urine and see coffee stains on the floor. I of course wrote about my experience in the audit report and the manager was probably not very happy.

At this nursing home, they took my criticism to heart. When I came there a year later, the admission worked much smoother. There was art on the walls and flowers. They had also made a space next to the entrance into an activity room. When I came that time, a few ladies sat and painted while chatting – it felt like the house was alive.

How managers and employees make the nursing home safe, pleasant and welcoming at the first visit

The first visit to a nursing home is an important experience for both the prospective resident and their relatives. How the environment feels, how the staff treats visitors and what information is given can have a significant impact on how safe and positive the move to the home is perceived. Here are some ways that managers and employees can ensure that the nursing home feels welcoming from the first moment.

A warm and friendly atmosphere

Create a pleasant entrance:  
The first impression starts at the entrance. Make sure it is clean, bright and inviting, preferably with plants, art or a welcome sign that gives a homely feeling.
Smiling and friendly reception:  
Everyone who meets visitors should be friendly and greet in a positive way. A simple "Welcome, how nice that you are here!" can make a big difference and set the tone for the rest of the visit.

A well-thought-out tour

Guided tour:  
A well-thought-out tour helps the visitor to get a clear picture of what life at the home looks like. Go through important areas like the dining room, activity room, patio and common social areas.
Explain the everyday life:  
Tell what a regular day looks like for the residents – meals, activities and any individual adjustments. It gives a sense of security to know what to expect.

Information materials and presentation

Clear information sheets:  
Give visitors a brochure or an information sheet that describes the nursing home's operations, values and activities.
Personal presentation:  
Make sure that the person who shows around the visitors introduces themselves and possibly also some of the staff. It creates a sense of closeness and security.

Opportunity to meet residents and staff

Create natural meetings:  
If possible, let visitors meet some residents who want to share their experiences. Hearing positive experiences directly from a current resident can be very reassuring.
Engaged staff:  
Staff who show interest in visitors and answer their questions in a calm and informative way contribute to a sense of security and professionalism.

Individually adapted experience

Listen to the visitor's needs:  
To really create a safe and positive feeling it is important to adapt the tour and information according to the individual's needs. Ask what feels important for them and adapt the conversation based on their situation.
Offer a trial meal:  
If possible, visitors can be invited to participate in a meal to experience the food and the fellowship in the dining room.

Follow-up after the visit

Contact the visitors afterwards:  
After the first visit, it can be valuable to follow up with a call or email asking if they have more questions or thoughts.
Offer further visits:  
Being able to come back and experience the operation at different times of the day can help the prospective residents and their relatives to make a safe decision.

Reflections - first impression:
Care staff:
- What do you do to contribute to people coming to the home feeling welcome and that there is a sense of coziness?

Manager, nurse, occupational therapist and physiotherapist:
- What do you do to make visitors feel more welcome?
- Those who are relatives can get their own tags, keys or you can have door locks with facial recognition.
- By trying to ring the front door of the home, if it is locked you quickly get feedback on how it works.
- Choose a day when you have substitutes in, then you notice if the introduction has worked.
- Is it possible to plan the use of premises so that visitors and residents are met by and invited to participate in common activities?

Residents and relatives:
- Do you find the premises inviting and comfortable?

Erland Olsson
Specialist nurse
Sofrosyne - Better care every day