To prevent lawsuits, long-term care leaders need to routinely communicate with difficult family members, a defense attorney told a McKnight’s Fall Online Expo webcast audience last month.
“The families you least want to talk to are the most important people to talk to on a daily basis,” said Matthew J. Murer, chairman of Polsinelli’s healthcare practice.
Lawsuits most often stem from a feeling that the facility was not listening, Murer said.
There are incremental steps in dealing with difficult families and residents, culminating in involuntary discharge. Having clear residency agreements is crucial in these circumstances, said Polsinelli shareholder Kathryn Stalmack.
The webcast is now available in archive at mcknights.com.