The following steps for developing the process for managing expectations are organized around when, how and what should be done:


Managing expectations


When? ƒƒ


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Discovery during the sales process, pre-admission, admission and ongoing


Dispel the notion that a resident will never fall once admitted to the community


Emphasize the steps that the community will take to minimize falls and injuries from falls


Reinforce the need to take safety seriously Provide printed materials on the communities falls program


Upon admission and ongoing along with service plan updates


Post fall, discuss new interventions/strategies with the resident and family


How? ƒƒ


ƒƒ ƒƒ ƒƒ ƒƒ Directly in a meeting, pre-admission, admission, ongoing


Determine barriers to communication and document the approach used (cognitive impairment, health problems, literacy, language)


Use “teach-back” to determine the resident’s understanding of information, interventions and the falls management program


Written information to resident and families including their right to make decisions


Document in the resident’s record each time teaching occurs about safety and fall prevention


About Willis Towers Watson


Willis Towers Watson (NASDAQ: WLTW) is a leading global advisory, broking and solutions company that helps clients around the world turn risk into a path for growth. With roots dating to 1828, Willis Towers Watson has over 40,000 employees serving more than 140 countries. We design and deliver solutions that manage risk, optimize benefits, cultivate talent, and expand the power of capital to protect and strengthen institutions and individuals. Our unique perspective allows us to see the critical intersections between talent, assets and ideas — the dynamic formula that drives business performance. Together, we unlock potential. Learn more at willistowerswatson.com.


What? ƒƒ


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Causes of falls (e.g. medications may cause dizziness)


Possible interventions (e.g. how to walk safely, how to get into and out of bed safely)


Provide guidelines on how to avoid falling (e.g., don’t get up quickly, avoid reaching for items)


Instructions on the safe use of assistive devices (e.g., canes, walkers and wheelchairs)


How to fall to reduce the risk of injury (e.g., walk close to a wall, leaning into the wall if they feel weak or are falling)


What to do if they fall (e.g., wait for assistance rather than attempt to get up)


One-on-one discussion includes showing residents the location of the bathroom, light switches, etc.


Reminders to ask staff for assistance and how to call for assistance


Even if you believe that your falls management program is effective, it is helpful to review this topic routinely to learn about new ideas, technology and processes that have been researched and proven successful. It may not be possible to avoid all resident falls but, by establishing and updating a comprehensive falls management program, the safety of the residents will be enhanced and so will that of the community.


Willis Towers Watson serves their senior living clients by promoting risk management strategies. For additional information about falls management and other senior living risk management strategies, contact joanne.carlin@ willistowerswatson.com.


Contact


John Atkinson Managing Director +1 312 288 7280 john.atkinson@willistowerswatson.com


Michael Pokora Managing Director +1 312 288 7409 michael.pokora@willistowerswatson.com


JoAnne Carlin, MSN, RN, NHA, CPHRM, CDAL Vice President Clinical Risk Services +1 312 288 7388 joanne.carlin@willistowerswatson.com


Copyright © 2018 Willis Towers Watson. All rights reserved. WTW-NA-2018-WTW86179


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