Deborah Bakti

The Relational Approach™ is a program designed to strengthen relationships between Senior’s Care teams and their residents’ families. It equips staff with the skills, mindset, and tools to foster trust, respect, and partnership. By addressing relational roadblocks like communication gaps, unmet expectations, and emotional challenges, The Relational Approach™ methodology helps create smoother admission/move in experiences, reduces…

In Episode Two of The Empathy Exchange, I wanted to share a powerful story about a family member named Mary. She and her husband, Bill, were facing the difficult reality of moving Bill into long-term care. I met Mary during a visit to a client site where I was helping redesign their admission process. As…

It’s Admission Day. You’re a family member about to bring your loved one to their new home for the first time, and you’re going to leave without them. You’re anxious, scared, sad, maybe even a little relieved. You know this is the right thing to do- your loved one is having a harder time living…

I was chatting with Carol, a friend of mine in the US who is also a retired physician. She was sharing a story where she had to deal with a patients’ spouse who was having a meltdown about a frustrating interaction with another health provider. As she was reflecting on the level of tension and…

“Oh hey Deb, great to see you! I haven’t seen you in a while, have you been travelling?” That comment really got under my skin. I had been travelling for work, when I was an executive in Seniors’ Care, and I had been away for a week or so. This greeting came from a PSW…

Meeting a new resident’s family can be an anxiety provoking time for care team members in seniors’ care. There’s the uncertainty of what the family will be like, how they feel about moving their loved one into care, and what their narratives and beliefs about seniors care is (and how much it’s been impacted by…