EMOTIONAL INTELLIGENCE IN THE CARING SECTOR >>> CAN IT BE TAUGHT?

We may be entitled to expect that everyone working in the caring sector would already possess the necessary skills to be able to demonstrate compassion and empathy towards those receiving care. However, we continue to hear about too many examples of poor attitudes towards some very vulnerable people by a small but significant minority of staff. The fact that some care providers perform better than others suggests that standards can be improved. Clearly there are fundamental conditions that have to be in place including quality leadership, adequate resources, open and respectful communication but the real key to delivering quality person-centred, compassionate care is to have the right staff in place. 

The best organisations will invest time and energy into their recruitment and selection processes and, while there are no guarantees, this is likely to pay dividends. You can also be sure that the best staff will be attracted to the best organisations and will also be more likely to stay. So, what should we be looking for in care staff? Qualities that are often highlighted such as reliability, flexibility, honesty, empathy and respect, tend to be the types of qualities that enable relationships to be formed and trust to be developed. However, how can we be sure that new recruits possess such qualities and what can we do with existing staff who appear to be lacking?

ATTRACTING THE RIGHT CARE HOME STAFF

For those of us lucky enough not to need to be cared for yet, what do we imagine for ourselves when that time eventually comes? If we’re to be cared for in a care home what sort of factors will we take into account if we have the opportunity of choosing the care home where we’ll live? First impressions of the physical surroundings are clearly important. Is the home comfortable, welcoming, clean? But more importantly, what are the staff like? You can live in beautiful luxurious surroundings but if the people caring for you don’t demonstrate compassion, empathy and treat you with dignity and respect and they aren’t willing or able to spend time communicating with you and understanding and responding to your needs, your physical environment can count for very little. 

So what can care home owners and managers do to make sure that they’re recruiting and retaining the best quality care staff? In our next few posts we’ll be looking at this topic in some detail and providing tips on how to recruit and retain excellent staff - the sort of staff we’d like to be looking after us when we need it.