Strengthening Long-Term Care Workplace Culture and Worker Voice Through the Coach Approach Intervention

TL;DR

This paper evaluates a communication training program in long-term care that improves teamwork and job satisfaction across all staff levels.

Contribution

The Coach Approach intervention is adapted and evaluated for large-scale implementation in home care settings.

Findings

High levels of satisfaction with the training were reported by participants.

Supervisors and frontline staff reported using the communication skills they learned.

The intervention improved appreciation of perspectives and collaboration among care team members.

Abstract

Communication challenges in long-term care organizations can strain relationships, curtail workers’ engagement and contributions, and impact care delivery and outcomes. PHI, a national organization focused on the direct care workforce in long-term care, developed the Coach Approach organizational change model to enhance communication skills among all members of the care team in long-term care settings toward a goal of building strong, respectful relationships that foster collaboration and collective problem-solving. The Coach Approach model comprises three components: executive coaching, supervisory training (“Coaching Supervision”), and frontline worker training (“Coaching Communication”). For this evaluation study, PHI contracted with a large national home care provider to adapt and deliver the Coach Approach intervention in a hybrid format to their full staff between January and August 2024. Findings from the evaluation revealed high levels of satisfaction with the training, and 100% of supervisors and 97% of frontline staff reported that they have used the skills they acquired. Findings also indicated that the Coach Approach helps care team members appreciate one another’s perspectives and work together more effectively. The evaluation results demonstrate the value of implementing communication training across all staffing levels within a large, multi-site long-term care organization with implications for improving job quality and care quality for older adults and people with disabilities being served.