Initial communication on a residential facility closure or major change
Learning that a residential facility is closing can be an emotional time for residents, family, and staff.
Our Guiding Principle statements help us communicate with residents, families, and staff during the first stage.
These principles should be used as a reference point in updating your residential setting's policies and procedures.
The principles apply to temporary and permanent closures.
They apply to the following services:
- residential services for older people (public and private services)
- HSE Older Persons
- HSE Disability Services
- HSE Mental Health Services
- voluntary service providers
Person-centred approach
Service providers must be trusted sources of information. The communication tone should be compassionate, caring, direct and honest.
HSE person centred practice approach (PDF, 97 KB, 2 pages)
Communication about closure
Residents and families should get the following information from the service provider as soon as possible:
- circumstances that led to the closure
- possible outcome
- who to contact
- what will happen next
- when they will get the next update
- actions families or residents may need to take next
Communication style
Residents and families should get messaging from the service provider that is:
- timely
- honest
- transparent
- in a format that they can access and understand
- in a manner that they are familiar with
- consistent from all staff
Regular updates
Service providers should commit to keeping residents and families informed and provide:
- regular updates regardless of the progress made (with specific time intervals given)
- relevant communication involving stakeholders (such as regulators and public representatives)
Acknowledge the impact of closure
Residents and families should get acknowledgement that:
- the closure may not be a decision they welcome
- the uncertain circumstances can cause anxiety
- news of the closure can be difficult to understand or take in
- they will receive supports around the emotional impact of closure
Assurance
Residents and families should get assurance that:
- everything is being done to keep them safe and secure in the meantime
- long-term options are being explored
Communication with staff
To maintain stability for staff and residents, communicate with affected staff as soon as possible and keep them updated.
Resources
When we explain things clearly and with care and compassion, people have more confidence and trust.
The following resources will help you with communication.
Communicating clearly
Plain language guidelines
Stakeholder engagement
Engaging with Partner Organisations: HSE Communications guidance and toolkit - HSE.ie
HSE Business Continuity
HSE Business Continuity Management Policy and Handbook - HSE.ie
Risk assessment
Risk management supporting tools - HSE.ie
Incident management
Incident management training and support - HSE.ie
More resources, signposts and checklists are available in the Guiding Principles - Initial Communication and Engagement with Residents and Families (PDF, 2.2 MB, 25 pages)
Poster for conference
Guiding Principles poster describing this project (PDF, 880 KB, 1 page)
Contact
Email: cultureandrisk@hse.ie