Key Communication Messages ………………………………………………………………… Page 2

Key Objectives ………………………………………………………………………………………… Page 3

Strategy Map …………………………………………………………………………………………… Page 4

Care Partners ………………………………………………………………………………………….. Page 5

Communication Tools ……………………………………………………………………………… Page 6

Resident Communications (Families & Friends) ………………………………………… Page 7

Community Partnerships / Linkages …………………………………………………………. Page 9

Community Partners - Other…………………………………………………………….. Page 12

Staff ………………………………………………………………………………………………………..... Page 14

Volunteers ……………………………………………………………………………………………….. Page 16

Spiritual Community ………………………………………………………………………………… Page 17

Media Relations……………………………………………………………………………………………. Page 18

Communication Action Plan 2017

2.

Key Communication Messages

1. The Windsor Elms Village is continuing to address loneliness, helplessness and boredom and the domains of well-being for all care partners.

2. The Windsor Elms demonstrates our commitment to meeting the evolving needs of older adults

living in Nova Scotia.

3. Windsor Elms Village is committed to demonstrating core person-directed values in a holistic

environment that promotes independence, compassion, dignity and respect.

4. The Windsor Elms Village is the best place for our residents to live, our staff to work and our community to visit.

5. We are creating a caring community together; honouring our history; imagining our future.

6. Windsor Elms Village is committed to creating an environment which is based on inclusiveness.

(diversity message)

Tag Lines:

Windsor Elms Village is the best place to live, work and visit. Creating community together. Honouring our history; celebrating our now; imagining our future Words build worlds

3.

Key Objectives

Communications will:

1. Engage all care partners to embrace our Mission, Vision and philosophy of care.

2. Strive to sustain care partner engagement in meeting the strategic plan’s key directions. Key Directions 2016/2017: 1) Growing Care Partner Teams

2) Enhancing the Dining Experience

3) Engaging and Growing Our Community

3. Foster meaningful relationships amongst all care partners, increasing their understanding, respect, support and appreciation of one another; strengthening their connectedness and collaboration in advancing the ultimate vision.

4. Maintain a proactive risk management approach to emergency matters or potential adverse events by having a clear communication plan and strategy to manage such matters.

5. Demonstrate compliance with legal and or legislative requirements with the appropriate authorizing bodies.

6. Promote the Windsor Elms Village’s public image and credibility in alignment with the Boards ends polices.

7. Actively support fundraising that will enhance the lives of our residents through creating awareness of our Home in the community.

8. Advocate on issues that impact upon the WEV Care Partners’ domains of well-being: Joy, Connectedness, Security, Growth, Meaning, Identity; Autonomy.

4.

5.

Care Partners

Internal Community

Residents Families & Friends Volunteers Staff Consultants

External Community Municipal Council and the Municipality of West Hants

Community Fire Departments Falmouth immediate neighborhood Schools/universities/colleges Local businesses Other nursing homes Community Programs and Services/Groups Professional Community (Physicians; Consultants; Dentists;

Pharmacies)

Spiritual community West Hants Ministerial Formal and informal members of the spiritual care community All local churches Institutions of religious studies

Suppliers WEV suppliers/ contractors

Government DHW and all related government departments

Media Province wide

Those actively seeking LTC placement

Older adults & families in N.S.

LTC Partners Collaborative partners from a variety of sectors with a common vision. (ie: Eden alternative partners, researchers, philanthropists, District Health Authorities; professional affiliations)

6.

Communication Tools

1. Windsor Elms Web site / Social Media (facebook; twitter; etc) / linkages from other websites

2. External Contributions to Social Media/Website/Newsletters e.g: Eden Atlantic Networking Group,

CCA Registry Newsletter, etc.

3. iTacit connects entire organization with communication platform with memos and news to targeted groups

4. Letters; Emails; Memos (e.g. Email Chimp; Survey Monkey; ISSUU)

5. Staff Meetings – Various Team Meetings (Neighbourhood; Household; Department; Team Huddles)

6. Newsletters – Staff; Community

7. Resident Councils; Community Councils

8. Staff Info Monitor

9. Tours – Community; As Needed by Individuals/Groups

10. Special Events in house and off site: e.g. Seniors Expo; Continuing Care Month; Fundraising Events;

Christmas celebrations, Open Houses, Education opportunities

11. Special brochures- e.g. Chaplaincy, Golden Hearts, Home Quick Reference; Resident Guide For Living;

Palliative Care; Volunteer Manual

12. WEV Eden Dictionary

13. Local papers and publications

14. Formal and informal direct communications and interactions with stakeholders e.g. focus group meetings

15. Feedback received e.g. Comment Cards & Website

16. Surveys (Res / Fam / Employees)

17. Story Boards

7.

Resident Communications (Families & Friends)

Methods / Approaches

Communication Purpose and/or Objectives

Strategy 2017

Consultation

To engage all relevant care partners in providing input.

- Strategic Review Process

Monthly Community Council Meetings in each Neighbourhood

To provide a forum for all care partners (residents, families, NH staff, volunteers) to gather together to share information, ideas, concerns, learn from each other, and most importantly, become well-known to each other, identifying those opportunities to enhance well-being for all.

Their input feeds into team and neighbourhood development and informs homewide strategies as relevant.

Resident Guide For Living

Residents moving in (and their family members) receive a Guide that: - is welcoming; comforting - informs them of the roles of other

care partners - educates them on the philosophy of

the home.

Update as needed To be reviewed in 2017

Neighbourhood Info Boards

Updates on current internal/external events & info sessions; relevant resident data; available resources & education; new policies & legislation

Update as needed

Monthly Calendar of Events & Other Special Events/Activities

Household/Homewide events & recognitions

Celebrations

Bus Trips; Community Events

Seasonal Events

Milestones

Relevant Messages delivered as needed

The whole care team will continue to be involved in creating activities that reflect those who live and work in the neighbourhood /household (e.g. scheduled & spontaneous activities that are meaningful). Resident input is important to guide daily life and events/activities in each house and for each individual

Surveys; Focus Groups; Learning Circles

Residents have opportunity to have their voice heard

Residents & Families will have an opportunity to contribute ideas that inform the strategic plan and quality improvements in focus group following review of Resident & Family feedback received in the current survey

Eden Warmth Survey

8.

Well-Being Surveys Input sought into improving quality

throughout the home re: changing/improvements in the Dining Experience

Learning Circles are happening with residents and families

Other Feedback Tools

Residents / Families have opportunity to submit comments

Website; comment cards

Information Technology Enhances connectivity of residents with loved ones.

An email link to be added to the website to enable family members to send messages to residents.

Families receive communications through email that informs them of various issues/events/invitations as needed

Social Media; Email; Skype; Internet

Computer / tablets are used to accommodate Resident connectivity with family members and with the larger community.

Education Events Residents & Families are aware of ongoing growth opportunities

Families and Residents will be invited to relevant education events throughout the year e.g Eden philosophy education; Piano Lessons; Baking Class; Art Classes; Meditation; etc). Sharing of information; articles; etc.

Newsletters: At Home Community

Serves as a community linkage to the Home. Articles include education; resources; success/quality stories; reflections of life going on in the home; resident stories; board linkage.

Twice annually – March / August

Continue to explore creative ways to use Newsletters to educate/inform/share success stories/etc./resident stories

Brochures & Information

Education/Info Tools that provide information on various services that enhance aspects of well-being for all care partners

NS DHW Brochures

Eden Brochures

WEV Brochures

Available for easy access for all care partners

Update resources as needed e.g. brochure rack by Café; brochure linkages on our website

9.

Community Partnerships / Linkages

Methods / Approaches Communication Purpose and/or Objectives

Strategy 2017

Consultation

To engage all relevant care partners in providing input.

- Strategic Review process - Community Garden Planning

Community events Residents who desire are reconnected

with the larger community and have opportunities to participate in community events or activities. Community Partnerships are enhanced and relationships strengthened through: - meaningful celebration events as well as issues that impact the community (and therefore the Home) An informed and engaged community is a supportive community.

Individuals and groups to be invited to seasonal events /celebrations, Continuing Care Sector events

The Board of Directors will continue to strategize strengthening community relationships & presence as advocates for the well-being of the Home

Community Garden – The community continues to be vital partner in the development and sustained growth of a community garden.

Strategic Review Process

Tours of the Home Interested parties and those seeking nursing home care are informed/educated on the philosophy of the Home to assist with making informed decisions.

Director of Therapeutic Services coordinates tours upon request. Community Tours may be offered during special events.

Feedback We continually strive to do better and feedback is a vital part of our continuous quality improvement process. Community always welcome to give feedback and comments.

Website; Comment Cards/Boxes; Surveys (paper and online); Strategic Review Process

Publications Serves as a community linkage to the Home To enhance well-being of all care partners

Provide meaningful and intriguing publications with articles, education; resources; success/quality stories; reflections of life going on in the home; resident stories; board linkage; building relationships.

At Home Community Newsletters / Newspaper/Magazine Articles

Online and in print publications

10.

Fundraising Initiatives

It is important to give; receive and sustain support for various fundraising initiatives. The Windsor Elms Village is a community within a community. Quality of life in the home impacts upon quality of life outside the home and vice versa.

Continue to streamline fundraising initiatives in the Home

Annual Chaplaincy Fundraiser

Golden Hearts

Windsor Senior Citizen Bus Society

Alzheimer’s Society

Heart & Stroke

Terry Fox

Arthritis Society

Others Leave a Legacy Canada Helps online

Donor Recognition Book updated as needed. Special letters of thanks are communicated for large donations. We will remain diligent in our recognition and genuine appreciation of all gifts received.

Community Engagement, Contributions & Participation

It is important to build and sustain meaningful relationships with our Community through sharing of resources that will enhance well-being for all care partners.

Encourage use of café, meeting rooms, socials etc.

Seniors & Families invited/encouraged to join in on programming activities

Invitations for tours

Extend event invitation to Community Groups/Clubs E.G. Legion; Rotary Club; Lions Club

Encourage community group participation during all hours

Circulate publications e.g newsletters; newspaper articles; etc.

Community Garden

Strategic Review Process

Identifying new stakeholders in the community and keep them informed of Village life at the Elms

Social Media To reach a wider audience Using Facebook; Twitter; etc.

Postings such as:

Community Event Invitations

Quality Stories such as new processes successfully implemented; stories on events

11.

that have occurred.

Eden education

Fundraising initiatives

Board linkage & sharing with the community

Special Announcements

Sharing Resources that Enhance Well-Being for All

12.

Community Partners - Other

Strategy 2017 Schools: Local (Pre-Schools; Elementary; Middle; High School) Post Secondary (Colleges /Universities); etc.

Volunteer recruiting Welcome Placement Students Special event invitations Reciprocal Agreements for Emergency Safe Haven Education Resources Involve in neighbourhood life Community Garden Strategic Review Process

Community Networking Committee of Windsor.

Windsor Elms Village representative attends quarterly

Continuing Care sector partners collaboration and leadership

Membership in committees and workshops that will promote WEV vision and allow sharing of our model of care to partners.

Staff involvement in networking within their scope of professional practice groups.

Continue to demonstrate best practice leadership within the Province

Participate in sharing opportunities that influence best practices for seniors

Host/promote Eden Networking Workshops

Leaders share the Eden Alternative with the extended community, influencing practices and policy when opportunities arise.

Networking: Mentoring organizations to join the Eden Registry

Strategic Review Process

Relevant stakeholder groups/committees Windsor Elms staff will continue to sustain & build new relationships serving as members on various community committees that serve to progress the WEV Mission and Vision Build and grow relationships with relevant stakeholder groups and committees

Suppliers Ensure suppliers are providing products/services that enhance well-being of all care partners

Contracts/agreements are reviewed regularly

Key Suppliers are notified of opportunities to donate gifts to the Home through formal fundraisers and special events.

Key Consultants receive regular communications to keep them abreast of life/philosophy in the home which will in turn help them to enhance the provision of products &

services

13.

Government Bodies

Provincial Government

NS Health Authority

Municipal Councils

Ensure WEV strategic directions are aligned with government initiatives. Keep abreast of government policy/changes in government; advocate for support of WEV care partners. Encourage ongoing engagement, as relevant, of political/ government reps in life of the Home.

Circulate newsletters, stories and other key communications to relevant government reps and advocacy groups e.g CGO website

Info/education sessions will be scheduled as needed

Invitations to WEV events

CEO to serve as member on CGO Group

Regular updates, received from government, are communicated to relevant care partners

Government website links provided on WEV website.

Partnering on community issues that impact upon quality of life of the Windsor Elms care partners.

Attendance at Council meetings as relevant

14.

Staff

Methods / Approaches Communication Purpose

and/or Objectives

Strategy 2017

Consultation

To engage all relevant care partners in providing input

- Involve staff in Strategic Review Process

- TCW Phase 2 and 3 - Community Garden - CEO selection process - Others as needed

Building self- directed empowered teams

Effective staff communication enables residents to direct their own care

Team huddles

Learning circles

Sharing/telling stories

Weekly team meetings

Community Council meetings

Just in time education

iTacit Communication Program To connect the entire organization through communication platforms using memos and news to targeted groups

Continue to support and facilitate learning of the program and evaluate

Ongoing updates and communications

Keeping staff engaged and up to date Sharing current best practices and success stories to help motivate and inspire staff

Visual aides are used throughout the home to communicate various updates

Staff communication monitor in staff room

Regular Staff Updates

Newsletters

WEV Website

Email & Nhood circulation

Explore updating SharePoint to maximize potential

Staff Recognition As part of sustaining staff

wellness it is important to communicate appreciation of contributions made by individuals and teams.

Annual Anniversary Awards

Ongoing recognition of staff contributions through sharing of stories; special initiatives, etc.

Initiate actions identified through RIGHT survey relative to Recognition

Off Hours Visits An opportunity to connect with

and offer support to staff and other care partners during weekends; evenings/nights; holidays

Leadership Team members conduct regular visits during off hours (aligned with On Call schedule)

15.

Survey Campaigns

Contributes to determining where we are on our culture change journey. Helps to identify areas we have achieved progress and areas we must continue to work on. Surveys provide an opportunity for staff, residents and families to give their perspective on life in the Home and impact on their quality of life and those they care for. As well, they are given an opportunity to become involved in making changes and making a difference.

Regular campaigns will be conducted Staff will become engaged in focus groups that involve other relevant care partners in their conversations and actions to make a difference. Staff will share successes; challenges and action plans Surveys used include: Eden Warmth; Well-Being; RIGHT Model

Committee / Meetings

Committee work to advance the culture change journey needs to be meaningful and purposeful

Committee work is aligned with the Strategic Plan; monitoring key indicators; being pro-active in implementing quality improvements. Committee members will apply a conscious quality approach to all their work. Continue to review/update Terms of Reference and fine-tune focus to align with culture change journey as needed

16.

Volunteers

Methods / Approaches Communication Purpose and/or Objectives

Strategy 2017

Consultation

To engage all relevant care partners in providing input

- Strategic Review Process - Community Garden - Others as needed

Annual Recognition Celebration

Express appreciation to volunteers for valuable contributions to quality of life in the Home

April Ceremony to be coordinated by Volunteer Coordinator

Recruitment and retention To support and sustain sufficient human resources Enhance quality of life for all care partners

Advertise in church bulletins, local papers/publications, local cable channels and schools Encourage volunteer engagement in the Home through ongoing communications using emails; social media; one on one, guides; policies, etc (topics include new program opportunities; growth opportunities; orientation)

Needs assessment survey To determine growth opportunities of Volunteer Program & Volunteers

- Short survey @ 2017 recognition celebration

17.

Spiritual Community

Methods / Approaches Communication Purpose

and/or Objectives

Growth Plan 2017

Consultation

To engage all relevant care partners in providing input

- Strategic Review Process - Community Garden - Sustainability of chaplaincy services

e.g. annual fundraiser

- Maintain high profile of chaplaincy needs with our community

- Others as needed

Regular connecting with West Hants Ministerial

Engaging community members is an important part of our residents’ quality of life and well-being

- Sharing publications - Chaplain is a member and regularly

connects with local churches

Volunteerism To meet the needs of diverse spiritual beliefs

Continue to seek volunteer support in congregations

Encourage engagement through regular communications using newsletters; invitation to home events; etc.

Regularly connecting with four founding presbyteries; Maritime Conference; O.U.C.H.

Continue to involve as per Legacy Agreement

- At Home Newsletter - Community Report

18.

Media Relations

Methods / Approach Communication Purpose

and/or Objectives

Growth Plan 2017

Advertising; Publications; Articles; Press Releases

Conveys the philosophy of the Home

Supports/advocates for well-being of care partners

Encourages recruitment of appropriate care partners

Sustains community engagement and support for the home.

Provides a voice to our community to give feedback

Strengthen presence and knowledge of the Windsor Elms Village Examples:

Strategic Review Process Recruitment ads Token gifts (recycle bags/pens/etc) Local Newspaper ads for fire safety

week; continuing care month; Remembrance Day; etc.

Expand upon catchment area as needed

Utilize press release approach as required for key stories to promote WEV or advocate on important issues

Determine key messages to be delivered during emergencies

Maintaining Social Media and exploring new opportunities