Best Practices to Improve Family Communication in Memory Care

Effective communication with residents’ family members is a cornerstone of quality memory care, yet it is often one of the most challenging aspects of senior living. Marc Friedlander, owner of Senior Assisted Solutions in Virginia, regularly advises families on senior living and memory care decisions for their loved ones. Through his work, he has observed a wide range of family experiences with senior living communities and has identified both common communication breakdowns and successful strategies. He recently shared his insights with I Advance Senior Care.

Where Memory Care Communication Sometimes Falls Short

Marc Friedlander, owner of Senior Assisted Solutions in Virginia

According to Friedlander, many family frustrations begin with uncertainty about whom to contact within a memory care community. In recent years, he’s noticed that families moving loved ones into memory care often do not receive a clear list of directors and key contacts, which leads to confusion and unnecessary stress. “I think the communities are overwhelmed right now,” he says.

When a new resident moves into memory care, families typically work closely with a sales and marketing representative during the decision-making and move-in process. However, once the move is complete, that individual is no longer the appropriate point of contact. Too often, communities fail to clearly communicate this transition. As a result, family members continue reaching out to sales and marketing staff when concerns arise. Those staff members must then relay the issue to the appropriate director, creating delays and increasing frustration for families.

A lack of proactive communication can further compound these issues. For instance, a resident may tell a family member that they are not participating in activities or receiving meaningful engagement. While this may not be accurate, if the community does not regularly communicate with families, those concerns can go unaddressed. Over time, this can lead families to develop an incomplete or negative perception of the care being provided.

Communication Strategies That Work Well

Friedlander has seen memory care programs that excel at keeping families informed and engaged. One effective approach is sending frequent updates to families about residents’ daily activities. These updates often include photos, offering families a tangible and reassuring glimpse into their loved one’s day. Such comprehensive communication is widely appreciated and helps build trust.

Some communities also create text message groups that include family members and relevant departments. “It seems that when the communities can do that, the communication receives a faster response,” he says.

Newsletters are another valuable tool. In addition to sharing updates and highlights, newsletters that include department heads and their contact information serve as a convenient reference for families who need to reach out with questions or concerns.

Ideas to Strengthen Communication in Memory Care Programs

Friedlander encourages memory care programs to take a close look at how they handle communication during the move-in process, and to set clear expectations from the start. Families should be provided with a comprehensive list of directors and contacts for various needs, along with a clear explanation that the sales and marketing team will no longer serve as their primary point of contact.

Clear communication at the outset is critical. “When a loved one moves in, that’s just a snapshot in terms of what the community provides in terms of care,” says Friedlander. He highlights the importance of holding a care plan meeting with family members to assess the resident’s care level and determine whether adjustments are needed. These meetings help establish transparency, shared understanding, and open lines of communication.

He also encourages communities to establish a clear chain of communication among staff. “Often, the miscommunication sometimes comes not because the employee is doing anything wrong. It’s just that the family is talking to and communicating with the CNA,” says Friedlander. Since multiple CNAs may care for a resident in a single day, important messages can easily be lost during shift changes. Directing family communication through the Director of Nursing can help centralize information and streamline email or text exchanges.

Finally, Friedlander stresses the importance of seeking input beyond the organization itself. Communities should actively ask families what they need and expect in terms of communication. He also recommends connecting with activity directors or dementia care practitioners from other communities to learn what strategies are proving effective. Most importantly, memory care programs should remain flexible. As residents’ and families’ needs evolve, adjusting communication strategies accordingly can help keep families informed, engaged, and confident in the care their loved ones receive.

Paige Cerulli

Paige Cerulli is a contributing writer to i Advance Senior Care.