Feels like home: Redefining long-term care with a person-centred approach

Honouring and caring for residents of long-term care is not just an obligation, it is a privilege, and for the staff at the City’s long-term care (LTC) homes, adapting to a more person-centred approach to care has seen transformative benefits for residents, their families, and the staff that support them. Transcript for the "Person-centred care in Ottawa's long-term care homes" video When it comes to our aging population, they deserve the best in care. Which is why the City’s long-term care homes are doing care a little differently. To me, person centric care is very individualized. It's about knowing the person first, putting the person first. With a person-centred approach to care, residents and their families have more choice and options. Now, we have to be flexible, to adjust to their routine, to their perspectives, give them the autonomy and the freedom, the independence to make their own decisions, to be the drivers of their own care. Staff are able to work with families to customize resident care. Person-centred care is really about staff just understanding mom and knowing what's important to her, what's not important to her, and when she does or doesn’t want to do something. And the residents and their family members feel more at home. We’re glad to be here, I just love the people that work here, and I can go home and feel good and know that she’s in a secure place and she’s being taken care of. With investments in the quality of life of our residents and in staff engagement, long-term care that is truly person-centred, allows everyone to thrive. What is the person-centred care (PCC) program? Person-centred care focusses on the individual needs of residents and favours an approach that enriches their quality of life through more choice, autonomy, relationship-building, and home-like environments.  A person-centred approach allows staff, families, and residents to work together in the development and delivery of resident care. It also accommodates the diverse and changing needs of residents. The program is currently implementing specific interventions that are unique to the needs of each neighbourhood (unit) within the City’s LTC homes. PCC launched in one neighbourhood at both the Peter D. Clark home and Garry J. Armstrong home and is now expanding across all four homes using a phased approach. How is person-centred care different? Person-centred care moves away from clinical, task-based environments to make residents and their families feel as supported and at home as possible. The care is more focused on the resident as a person and who they are. Some of the new interventions implemented as part of the program include:

• Getting to Know Me form: These forms contain high-level information about residents to help facilitate conversation and provide a deeper understanding for staff. They include information about nicknames, languages spoken, personal accomplishments, and any hobbies or interests. They are posted outside each resident’s room.  
• Waking naturally and tailored dining: Residents are supported to wake according to their natural rhythms, with staff oversight, rather than conforming to an already existing schedule. This has also led to flexible mealtimes which improves the resident dining experience.  
• Person-centred care Champions: PCC Champions are City staff who are assigned to a neighbourhood, supporting other staff with the goal of moving the interventions forward through observation, feedback, and coaching.

The future of long-term care Ottawa is one of many municipalities investing in care at its LTC homes and this investment is having a positive impact on resident quality of life and staff engagement. We are continuing to make a difference and are proving that when done right, living in long-term care can be a positive choice. When residents are treated with respect, encouraged to maintain independence, engage in activities they’re passionate about and continue to build connections, they can thrive.   For more information on Ottawa’s long-term care homes and details on person-centred care, visit the City’s long-term care webpage. For more information on City programs and services, visit ottawa.ca, call 3-1-1 (TTY: 613-580-2401) or 613-580-2400 to contact the City using Canada Video Relay Service. You can also connect with us through Facebook, X (formerly Twitter) and Instagram.