Talking with residents and relatives – the nursing assistant's role

  
As a nursing assistant, you play a central role in creating good communication with the residents and their relatives. Conversations may involve listening to requests, addressing concerns, or creating a secure daily life by providing clear information.  

By being present in the conversation and giving feedback, you can contribute to the resident feeling seen and understood. Relatives also need clear and regular communication to feel secure with the care and services provided.  

Providing feedback at the right time

  
It is important to talk with residents and relatives at the right time. If a resident expresses concern, or if you notice something is wrong, it is best to address it immediately. Don't wait, but listen and provide feedback as soon as you can.  

A good method is to inform the resident or relative in advance that you want to talk. For example:  
"I noticed that you didn't eat much at lunch today. Could we talk a moment about how you're feeling?"  

In this way, the conversation feels natural and open.  

Preparation creates security

  
Being prepared for the conversation makes it easier to handle questions and concerns that may arise. Consider what you want to say and be ready to provide information in a clear way.  

Think about the following questions before you enter a conversation:  
- Do I have all the information I need to be able to answer questions?  
- What can I say to create security in the conversation?  
- How can I express myself to avoid misunderstandings?  

Listen actively and ask the right questions

  
A good conversation is not only about providing information but also about listening. By asking open questions and listening actively, you can create a better dialogue.  

Examples of questions you can ask:  
- "How are you feeling today?"  
- "Is there something you need help with?"  
- "How does it feel for you living here?"  

When you listen, remember to confirm by nodding, repeating important things, and being present.  

Create a safe and positive conversation environment

  
It is important that the conversation takes place in a calm environment where the resident feels secure. Choose a place without disturbances and make sure you have time to listen.  

By using a calm tone and positive phrases, you can create a good conversation environment. For example:  
- "I am here to listen to you."  
- "We want you to feel comfortable and well here."  

As a nursing assistant, you are an important part of the communication at the nursing home. By providing feedback at the right time, preparing conversations, and actively listening, you can create a safe and open dialogue with both residents and relatives.  

Good conversations are built on presence, respect, and responsiveness. By communicating clearly and creating security in the conversations, you can contribute to a better everyday life for both residents and colleagues.  

Reflection questions - Everyday conversations  
Care staff:  
- How can you work to create safe and open conversations with the residents?  
- In what ways can you listen actively in your daily work?  
- Is there something you can do differently to strengthen communication with relatives?  

Manager, nurse, occupational therapist, and physiotherapist:  
- How can you support nursing assistants in improving their conversations with residents and relatives?  
- Is there a need for more training in conversation techniques and communication?  
- How can you ensure that all employees have a common strategy for good communication?  

Residents and relatives:  
- Do you feel listened to when you talk with the staff?  
- Would you like more information about your or your relative's care?  
- What can the staff do to improve communication with you?  

Erland Olsson
Specialist nurse
Sofrosyne - Better care every day