Frequently Asked Questions   June 23, 2020

Social Distancing Visits
What Are the Potential Risks/Challenges and workarounds when Senior Lives at Home or With Family?
Friend shows up unwell

• Friend will not attend visit if unwell and experiencing any symptoms. Friend will contact senior to arrange alternative such as phone call visit or Virtual Visit if available or cancel the visit.

Senior or family member is unwell

• If anyone in the senior’s household, including the senior is unwell, they need to contact the Friend immediately to either cancel the Social Distancing Visit or change to another type of visit (Friendly Phone Call or Virtual Visit) if desired. Family contact or Senior must reach out to AFI before Friend leaves for the Social Distancing Visit to cancel visit to avoid being charged for the visit.  

Senior needing help with getting outside or back inside (ie: door, stairs, jacket/shoes, etc)

• Family will support senior with these tasks.
• (Please see accompanying Overview pdf for guidance for seniors who live on their own and what the Friend will be able to do should unexpected support be required by the senior)

Senior needing help with being comfortable outside (a place to sit, shade, too warm/cold)

• Family will support senior with these tasks. Preparation ahead of time with shade, blanket, seating, table, drink, snack, etc.  
• (Please see accompanying Overview pdf for guidance for seniors who live on their own and what the Friend will be able to do should unexpected support be required by the senior)  
• Friend will bring their own chair to the visit.

Senior has medical emergency during Visit

• Friend will contact family in the home and use CCI info and call 911. If senior lives on their own, Friend will call 911 using info from CCI. Office will be notified.

Senior has non-medical emergency during Visit (ie: concern with personal safety, problem with pet, problem in house/safety concerns, incontinence, agitation, etc)

• Friend will contact family in the home for assistance. If senior lives on their own, at Friend discretion will support Senior with verbal guidance and/or get in touch with emergency contact from CCI form, and/or call 911 if emergency regarding safety. Office will be updated as needed.

Friend brings beverage/treat for senior

• Items will be wiped with sanitizer cloth provided by senior, then placed in an area that senior can access.

Friend picks up groceries/items from store on behalf of senior and brings to visit

• Items will be wiped with sanitizer cloth provided by senior, then placed in an area that senior can access.

Weather interrupting visit already in progress

• Arrangements made ahead of time for sheltered, comfortable area to allow for social distancing outside comfortably. If Senior does not want to remain outside and wants to be indoors, the unused remaining time can be used by way of Friendly Phone Call (seeing each other from the window) or Virtual Visit with Friend from their vehicle. Remaining time can also be completed by other activities. Ideas such running errands/shopping on behalf of Senior or family, light work outside (some restrictions may apply), writing a letter to the Senior to put in their mailbox, etc. These are just a few ideas and we can talk with you ahead of time to determine what would be most appreciated and helpful.  

Weather not co-operating before Friend leaves for visit

• Family or Senior will need to reach out to Friend before Friend leaves to commute. Weather conditions at the Senior’s place may be different from Friend’s place, especially if at a distance. The Friend will regularly call ahead to confirm Social Distancing Visit is going ahead or not before leaving for the Visit.  

Senior not wanting to be outside

• Depending on individual, The Friend will regularly call ahead to confirm Social Distancing Visit is going ahead or not before leaving for the Visit. The Senior or family can reach out to AFI before Friend leaves for the Social Distancing Visit. We will include in the visit summary any concerns, suggestions, and outcomes.

 Senior not wanting to sit by window with phone

• Depending on individual, The Friend will regularly call ahead to confirm Social Distancing Visit is going ahead or not before leaving for the Visit. The Senior or family can reach out to AFI before Friend leaves for the Social Distancing Visit. We will include in the visit summary any concerns, suggestions, and outcomes.

 Friend needs to use the bathroom

• Friend will use own facilities before visit. Alternative arrangements will be made ahead.

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Picking up needed items to bring along on our visit.

Social Distancing Visits: What Are the Potential Risks/Challenges and workarounds when Senior Lives in a Care Facility?
Employee shows up unwell

• Friend will not attend visit if unwell and experiencing any symptoms. Alternative is either phone call visit or Virtual Visit if available or Friend may cancel.

Senior is unwell

• The Friend will regularly call ahead to confirm Social Distancing Visit is going ahead or not before leaving for the Visit to avoid being charged for visit.

Senior needing help with getting outside or back inside (ie: door, stairs, jacket/shoes, etc)

• Facility staff assist and escort Senior to and from the designated Social Distancing area

Senior needing help with being comfortable outside (a place to sit, shade, too warm/cold)

• Facility staff assists

Senior has medical emergency during Visit

• Facility staff assists. If no staff is there, then phone staff using CCI form

Senior has non-medical emergency during Visit (ie:, incontinence, agitation, etc)

• Facility staff assists. If no staff is there, then phone staff using CCI form  

Friend brings beverage/treat for senior

• Drop off at designated area for sanitizing. If needed, make arrangements with staff ahead of time.

Friend picks up groceries/items from store on behalf of senior and brings to visit

• Drop off at designated area for sanitizing. If needed, make arrangements with staff ahead of time.

Weather not co-operating

• Facility or Family/Senior will need to reach out to Friend before Friend leaves to commute. Weather conditions at the facility may be different from Friend’s place, especially if at a distance. The Friend will regularly call ahead to confirm Social Distancing Visit is going ahead or not before leaving for the Visit.  
• If weather interrupts a visit that has already began, the remaining visit time can be completed with Friendly Phone Call or Friend can run errand/shopping for Senior.

Senior not wanting to be outside

• The Friend will regularly call ahead to confirm Social Distancing Visit is going ahead or not before leaving for the Visit. Alternatively, the Facility or Senior can reach out to AFI before Friend leaves for the Social Distancing Visit. We will include in the visit summary any concerns, suggestions, and outcomes.  
• If visit has begun and is interrupted, the remaining visit time can be completed with Friendly Phone Call or Friend can run errand/shopping for Senior.  

Senior not wanting to sit by window with phone

• Depending on individual, the Friend will regularly call ahead to confirm Social Distancing Visit is going ahead or not before leaving for the Visit. The Facility or Senior can reach out to AFI before Friend leaves for the Social Distancing Visit. We will include in the visit summary any concerns, suggestions, and outcomes.  
• If visit has begun and is interrupted, the remaining visit time can be completed with Friendly Phone Call or Friend can run errand/shopping for Senior.

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Virtual Visits
What Are the Potential Risks/Challenges and workarounds for Senior Living at Home?
Health Risks to senior or Friend: none
Senior (or someone in household) has medical emergency during Virtual Visit

• Friend will call 911. Will use CCI form to give address and info to 911 operator. Client and office will be notified.

 Senior (or someone in household) has non-medical emergency during Virtual Visit (ie: break in, problem with pet, problem in house/safety concerns, etc)

• At Friend’s discretion will support Senior with verbal guidance and/or get in touch with emergency contact from CCI form, and/or call 911 if emergency regarding safety. Office will be updated as needed.

Technology issues (wifi/internet down, lag, device issues, audio looping, video issues)

• Friend will try to troubleshoot, using verbal direction to support senior. Alternatively contact family member who resides with senior and ask for help. If no workaround is available, Friend will consider changing to a phone call visit. If no other options are available, then call will not continue. We will include in the visit summary any concerns, suggestions, and outcomes.

 User issues (wrong button pushed, video/sound issues, stand knocked over, holding the device is too heavy, glare, can’t hear you, etc)

• If hearing is a concern, many platforms have the option for closed captioning to be available. Friend will try to troubleshoot, using verbal direction to support senior. Alternatively contact family member who resides with senior and ask for help. If no workaround is available, Friend will consider changing to a phone call visit. If no other options are available, then call will not continue. We will include in the visit summary any concerns, suggestions, and outcomes.

Senior not wanting to sit at computer/ with device today

• Friend will consider changing to a phone call visit. If no other options are available, then call will not continue. We will include in the visit summary any concerns, suggestions, and outcomes.  
  

Senior distracted (TV is on, something is going on outside if sitting by window)

• Friend will do their best to learn what the distraction is. We ask (senior or family member) if distraction can be removed (TV turned off). We may use distraction to gain attention (ask about what is seen out the window, bring that into conversation and use as a step towards other topics/activities). Office will be updated so we can problem solve.  
  

Senior not following along/confused

• We will do our best to learn where and what is causing the confusion. We will adjust our approach, methods and/or activity ideas to meet the abilities of our audience. Using verbal direction to support the senior. If no workaround is available, we may change to a phone call visit. We will include in the visit summary any concerns, suggestions, and outcomes.

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Virtual Visits:What Are the Potential Risks/Challenges and workarounds for Senior in Care Facility?
Health Risks to senior or Friend: none
Note: Unless senior has and is able to use a personal device on their own, Virtual Visits maybe subjected to scheduled times provided by individual facility. Please inquire if this pertains to your senior.
Senior has medical emergency during Visit

• Friend will use info on CCI to call nurse’s desk. Office and Client will be notified.

Senior has non-medical emergency during Visit (needing support with bathroom or needing to transfer from bed to wheelchair, agitation, etc)

• Friend will use info on CCI to call nurse’s desk. Office and Client will be notified.

Technology issues (wifi/internet down, lag, device issues, audio looping, video issues)

• Friend will use info on CCI to call nurse’s desk.

User issues (wrong button pushed, video/sound issues, stand knocked over, holding the device is too heavy, glare, can’t hear you, etc)

• If hearing is a concern, many platforms have the option for closed captioning to be available. Friend will try to troubleshoot, using verbal direction to support senior. Otherwise Friend can use info on CCI to call nurse’s desk. Update office.

Senior not wanting to sit at computer/ with device today

• Friend will change to a phone call visit. If no other options are available, then call will not continue. We will include in the visit summary any concerns, suggestions, and outcomes.

Friendly Phone Calls
What Are the Potential Risks/Challenges and Workarounds for Senior Living at Home?
Health Risks to senior or Friend: none
Senior (or someone in household) has medical emergency during call

• Friend will use alternate phone and call 911. Will use CCI form to give address and info to 911 operator. Office and family contact will be notified.

Senior (or someone in household) has non-medical emergency during call (ie: break in, problem with pet, problem in house/safety concerns, etc)

• At Friend discretion will support Senior with verbal guidance and/or get in touch with emergency contact from CCI form, and/or call 911 if emergency regarding safety. We will include in the visit summary any concerns, suggestions and outcomes.

 
Technology issues (phone line down)

• Call will not proceed. Contact office to update and then send text or phone call to emergency contact from CCI form to update. We will include in the visit summary any concerns, suggestions and outcomes.

User issues (no answer, dropped phone, disconnected call, can’t hear you)

• Call will not proceed. Contact office to update and then send text or phone call to emergency contact from CCI form to update. AFI will work with senior and/or family to problem solve.

Senior not wanting to talk on phone today

• Call will not proceed. AFI will be in touch to problem solve as needed, adjusting for better timing.

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Friendly Phone Calls: What Are the Potential Risks/Challenges and Workarounds for Senior in Care Facility?
Health Risks to senior or Friend: none
Senior has medical emergency during call

• Friend will use alternate phone and info on CCI to call nurse’s desk. Update office.

Senior has non-medical emergency during call (needing support with bathroom or needing to transfer from bed to wheelchair, etc)

• Friend will use alternate phone and info on CCI to call nurse’s desk. We will include in the visit summary any concerns, suggestions and outcomes.

 Technology issues (phone line down)

• Call will not proceed. We will include in the visit summary any concerns, suggestions and outcomes.

 User issues (no answer, dropped the phone, disconnected call, can’t hear you)

• Friend will use alternate phone and info on CCI to call nurse’s desk to request support. AFI will problem solve with family and/or facility staff.

Senior not wanting to talk on phone today

• Call will not proceed. AFI will be in touch to problem solve as needed, adjusting for better timing.