New education series supports safer, clearer communication in long-term care

The Burnaby Division of Family Practice is piloting Communication That Connects, a practical, skills-based education series designed to strengthen everyday communication in long-term care. 

Delivered at New Vista Care Home, one of our largest care homes in Burnaby, this eight-part series is led by nurse educator Michele Thomson, RN, GNC ^©. It builds on the Division’s ongoing nurse education efforts, including the Physician Contact Process training, which remains available as a resource to our care teams.  

In long-term care, communication shapes nearly every part of the day: how staff respond in emergencies, speak with families, escalate concerns to physicians speak, support residents with dementia, manage conflict, and build trust and psychological safety in emotionally complex moments. Clear communication directly affects resident safety and staff well-being.  

Communication That Connects gives staff simple, repeatable tools that they can use right away—especially during high-stress, emotionally charged, or time-pressured situations. Each session follows the same format: one skill, one tool, one scenario, and one takeaway, delivered through 30 minutes of practical training during team huddles, followed by hands-on application with Michele and the nurses on their unit.  

“The goal is to build muscle memory and confidence in real-world communication,” explains Michele Thomson, RN, GNC ^©. “In long-term care, staff are often navigating urgent, emotional, and complex situations. This series gives them simple tools and language they can use right away, whether they are speaking to families, physicians, or supporting one another.” 

For physicians, this work supports more consistent communication from care teams. By strengthening how staff assess situations, prepare information, and escalate concerns, this pilot aims to reduce back-and-forth communication and support more timely, coordinated decision-making for residents with changing care needs. 

So far, three modules have been delivered, with more than 60 participants attending each week. To help evaluate the pilot, participants complete short before-and-after surveys to measure knowledge and confidence on each topic.  

This pilot reflects the Division’s focus on practical supports that improve day-to-day care delivery. In long-term care, small improvements in communication can make a meaningful difference, helping make work safer, easier, and more human.