Milford Training Manual

We are here to help

Compassionate Communities Volunteer

Training Manual Mi

Cent

re

rd Ca lfo

V1.0

re

1

“A Compassionate Communities Volunteer makes the link between a person / family living with palliative care needs at home and those in their circle of community who are able to offer support – to seek out and enlist the “Good Neighbour” capacity within local communities.”

No part of this publication can be copied, reproduced, distributed or adapted without permission from the authors. The recipient of the materials may not copy, reproduce, distribute or adapt them for commercial gain. The following wording should be used to credit the source of the information in all approved copies, reproductions, distributions and adaptations of the material.

“Based on work from the Compassionate Communities Volunteer Training Manual for Milford Care Centre’s Compassionate Communities Good Neighbour Partnership (2015) developed by Dr Kathleen McLoughlin (Maynooth University / Milford Care Centre), Jim Rhatigan (Milford Care Centre) and Dr Sinead McGilloway (Maynooth University), supported and funded

by Milford Care Centre, All Ireland Institute of Hospice and Palliative Care, The Irish Cancer Society and The Irish Hospice 2 Foundation”.

Contents Objectives..........................................................................................................6 The Good Neighbour Partnership...............................................................7

What is It? How Does it Work?

What Social and Practical Help Can be Provided?

Who Can Get Help?

How Long is Help Provided For? How are People Referred?

Does it Make a Difference?

Recruitment and Selection of Compassionate Communities Volunteers.................................................9

The Role

The Type of Person

Recruitment

Application Form and Interview

Garda Clearance and Referencing Checking

Timeframe

The Six Week Training Programme.......................................................... 11 An Introduction

Aim of the Training Programme

Duration Participants Facilitators

Room Set Up

Equipment

Style of the Programme

Evaluation

3

Contents

Module 1......................................................................................................... 13 Getting to Know Each Other and the Programme

Objectives Module Overview

Detailed Module Guide for Facilitators

Module 2......................................................................................................... 19 Communication Skills, Confidentiality and Helping People with a Cognitive Impairment

Objectives Module Overview Detailed Module Guide for Facilitators

Module 3......................................................................................................... 26 Boundaries, Understanding the Good Neighbour Partnership and Making Introductions

Objectives Module Overview Detailed Module Guide for Facilitators

Module 4......................................................................................................... 31 Assessing Social and Practical Needs, Identifying Circles of Community, Developing and Agreeing Action Plans Objectives

Module Overview

Detailed Module Guide for Facilitators

Module 5......................................................................................................... 36 Practice and Rehearsal

Objectives

Module Overview

Detailed Module Guide for Facilitators

Module 6......................................................................................................... 44 Safety, Self-Care, Emergencies and Endings Objectives

Module Overview

Detailed Module Guide for Facilitators

4

Contents

Appendices Appendix A ..... The Good Neighbour Partnership Leaflet Appendix B ..... Information Sheet and Application Form for Compassionate Communities Volunteers Appendix C ..... Letter of Invitation to Interview for Volunteers – Template Appendix D...... Interview Questions for Compassionate Communities Volunteers Appendix E...... Garda Vetting Application Form Appendix F...... Statutory Declaration for Volunteers Awaiting Garda Vetting Appendix G..... Referee Letter Template Appendix H...... Sign in Sheet Appendix I....... Pre Course Evaluation Questionnaires Appendix J........ Post Course Evaluation Questionnaires Appendix K...... Presentation: Overview of Milford Care Centre Appendix L...... Presentation: Compassionate Communities Project Overview Appendix M..... Handout: Characteristics of Helpful and Unhelpful People Appendix N...... Presentation: Core Conditions and Listening Skills Appendix O..... Confidentiality Policy and Declaration of Confidentiality Appendix P...... Boundaries Questionnaire Appendix Q..... Boundaries Guideline Appendix R...... Screening and Assessment Forms Appendix S...... Assessment Forms and Phone Record Appendix T...... Good Neighbour Agreement, Record of Hours and Handling Money Forms Appendix U...... Case Study Appendix V...... Practice and Rehearsal Scenarios Appendix W..... Personal Safety Appendix X...... Emergencies Appendix Y...... Self Care Boat Appendix Z...... Certificate

5

Objectives

The information provided in this manual is designed to: ›› Explain the purpose of the Good Neighbour Partnership. ›› Explain the role of the Compassionate Communities Volunteer. ›› Explain the recruitment and selection process for Compassionate Communities Volunteers. ›› Describe the six week training programme for Compassionate Communities Volunteers. ›› Provide guidance about facilitating the programme and what is expected of facilitators. ›› Provide resources to use, or adapt for use, as part of the training programme. ›› Provide tools to evaluate the training programme. ›› Describe the resources, forms and policies integral to the operation of the Good Neighbour Partnership.

6

The Good Neighbour Partnership

What is it? ›› Living with a serious illness can be difficult. It can be hard to do the ordinary, everyday things when you have to cope with not feeling well, think about appointments or juggle the demands of caring. ›› Often friends and neighbours want to help, but are sometimes unsure how to. ›› Milford Care Centre, through the Compassionate Communities Project, is piloting a Good Neighbour Partnership to offer FREE social and practical support to people living with palliative care needs, who may be in their last year of life (2015-2016).

How does it work? ›› We have a panel of Compassionate Communities Volunteers, who have been trained (this programme) and Garda vetted. Compassionate Communities Volunteers are insured by Milford Care Centre. ›› Upon request, they can arrange to meet a person who is living with advanced illness, and/or their family, to discuss what extra social and practical support that person may need at home. ›› They discuss, who, within the person’s circle of community, might be able to meet the needs identified (e.g. extended family, a friend, a neighbour or other local community based initiatives). ›› With the person’s permission, the volunteer contacts the agreed people in the community to ask them to help with the needs identified.

What social and practical help can be provided?

We can help with things like: ✓✓ Shopping ✓✓ Collecting Prescriptions ✓✓ Transportation (e.g. to medical appointments, town or church) ✓✓ Lighting a fire ✓✓ Light gardening ✓✓ Meals ✓✓ Help with pets ✓✓ Writing letters / non-legal forms ✓✓ Befriending – someone to chat with, read the paper ✓✓ Sitting with a person whilst a family member takes a break ✓✓ Small household repairs (e.g. change a light bulb, replace a handle on a cupboard) ✓✓ Light housework (e.g. changing the linen, hanging out washing, cleaning windows)

7

The Good Neighbour Partnership

Who can get help? ›› We can offer support free of charge to people living with palliative care needs and who may be in their last year of life. ›› The pilot extends across Limerick City and Limerick County.

How long is help provided for? ›› Initially the Partnership commits to providing support for 8 weeks. This is subject to review to determine further support requirements. ›› A leaflet about the Good Neighbour Partnership is available in Appendix A.

How are people referred? ›› People can be referred via Primary Care Services, the palliative care team or can self refer.

Does it make a difference? ›› The Good Neighbour Partnership is one element of a research study that is taking place (2015-6) funded by the All Ireland Institute of Hospice and Palliative Care and the Irish Cancer Society. The outcome of that research will provide important information to determine if this model makes a difference to people living with advanced life limiting illness, their families and to the volunteers who engage.

8

Recruitment and Selection of Compassionate Communities Volunteers The Role The role of a Compassionate Communities Volunteer with the Good Neighbour Partnership is to make the link between a person / family living with palliative care needs at home, and those in their circle of community who are able to offer support – to seek out and enlist the “Good Neighbour” capacity within local communities.

The Type of Person All volunteers are expected to demonstrate: ✓✓ Maturity, common sense and the ability to be discrete and sensitive. ✓✓ A good understanding of ethical/confidentiality issues. ✓✓ The ability to be confident and out-going, relate well to others and communicate effectively. ✓✓ A respectful and non-judgemental approach at all times. ✓✓ A good sense of humour. ✓✓ Good organisational skills and ability to complete paperwork. ✓✓ A good sense of personal boundaries and a clear understanding of purpose of the role.

Recruitment Volunteers are drawn from the general public. A call for volunteers can be made via local press, radio, local volunteer centres, community organisations, websites and social media.

An open information session is held for people who are interested to attend. During this session the Good Neighbour Partnership is described, Bill’s Story is shown https://www.youtube.com/ watch?v=_5tJGaWjRZk and an information sheet and application form is distributed Appendix B.

Application Form and Interview Volunteers complete an application form Appendix B and are invited for interview with two members of the Compassionate Communities Project Team Appendix C. Interviews take on average 30 minutes and are guided by a series of questions Appendix D. During the interview process, the interviewers gain a sense of the person’s understanding of the role and of the initiative. They can observe the person’s communication skills and determine their motivation for engagement.

9

Recruitment and Selection of Compassionate Communities Volunteers

Volunteers are asked about their experience of issues associated with death and dying and are asked to discuss recent bereavements. The interviewers need to ascertain, as far as possible, that the volunteer has the capacity to deal with the experiences of serious illness, death and grief sensitively and with understanding and compassion. In particular, it is important to assess whether or not they have dealt with their own experiences of illness and/or grief and that they are not still working through personal issues.

Garda Clearance and Reference Checking Following the interview stage, Garda Vetting forms are completed Appendix E by the volunteer and returned to the Gardai for processing.

This may take a number of weeks, therefore as an interim measure, each volunteer is asked to sign a declaration Appendix F. In line with HIQA regulation for volunteers, three referees are sought for each volunteer. A letter is sent to each referee by the Good Neighbour Partnership Co-ordinator Appendix G. Upon receipt of references, volunteers are invited to participate in a six-week training programme.

Timeframe It is advisable to assign approximately two - three months to the process of recruitment, selection and checking of volunteers.

10

The Six Week Compassionate Communities Training Programme

Aim of the Training Programme To provide Compassionate Communities Volunteers with the knowledge and skills necessary to provide the Good Neighbour Intervention to people and their family caregivers, living at home with advanced life limiting illness.

Duration This is a 15-hour training programme delivered over 6 weeks in 6 x 2.5 hour modules1. In addition to the 15 hours spent in facilitated sessions, additional time is required between sessions to complete reading tasks and practice delivering elements of the intervention.

Participants The recommended number of participants is 12-16.

Facilitators Ideally the programme is facilitated by two people. In Module 5, one facilitator is required for every 5 participants on the programme. This module also uses professional actors at a ratio of one actor to five participants.

To facilitate the programme it is important for facilitators to have good communication skills and enjoy working with people. Facilitators need to have a good understanding of the Good Neighbour Partnership Intervention and ideally some experience working with people at the end of life.

The role of the facilitator is to2: ›› Maintain a safe environment for learning. ›› Keep participants focused on the session and exercise within each session. ›› Treat people and their contributions with respect, remaining as neutral as possible, whilst ensuring the integrity of the intervention. ›› Manage the group sensitively, supporting participants to develop confidence. ›› Encourage and involve all participants. ›› Listen and contribute where appropriate. ›› Remind the group what has been discussed and agreed.

1 NB The original programme was run over 7 sessions and included a session specifically regarding dementia, delivered by staff from Dublin City University’s Elevator Programme. The current training programme, as described here has been streamlined into 6 sessions and information regarding dementia is now embedded into Session 2, delivered by the programme facilitators. The streamlining of the programme has been made possible since the materials for the GNP were initially being developed in conjunction with the volunteers. These have now been signed off and are therefore available to present and discuss during each module, saving time.

2 Adapted from the Volunteer Training Programme about Advance Care Planning (Let’s Talk Now and Prepare for the Future) developed by Jane Seymour, Kathryn Almack (University of Nottingham) and Katherine Froggatt (Lancaster University), supported and funded by the National End of Life Care Programme and the Dying Matters Coalition.

11

The Six Week Compassionate Communities Training Programme

Room Set Up The room used should be conducive to the positioning of 12 - 16 chairs in a horseshoe shape with adequate space for groups of two to five participants to move around the room for breakout sessions.

Equipment ✓✓ Flip-chart stand, paper, markers ✓✓ Computer, projector, screen, speakers (Sessions 1 and 2) ✓✓ Mechanism to play music on arrival / during break out sessions ✓✓ Refreshments on arrival and mid-way through sessions ✓✓ Folders for participants ✓✓ Sticky labels for names ✓✓ Sign in Sheet Appendix H ✓✓ Copies of handouts ✓✓ A box of tissues ✓✓ Candle

Style of the Programme The course is informal and participatory based on the principles of adult and peer learning.

Each participant brings to the course a wealth of knowledge and experience and all contributions are valued.

A supportive environment is maintained where agreed ground rules are adhered to (see Module 1). Privacy and confidentiality are respected and the sensitive nature of the course and Good Neighbour Partnership is acknowledged.

Music is played on arrival to create a warm, relaxed atmosphere.

Refreshments are provided for people on arrival and again mid way through each session.

Each person is required to sign in on arrival and wear a name sticker.

Evaluation A questionnaire is distributed to participants before the programme starts (this can be done in advance by post or as people arrive on the first evening and again after the final session Appendix I / Appendix J. Data is entered into a data analysis programme (e.g. SPSS) and pre/post tests are administered.

12

Module 1

Module 1 Getting to know each other and the programme

13

Module 1

Objectives ›› To enable volunteers to meet each other, the facilitators and to ‘break the ice’. ›› To create a safe space for volunteers to learn and develop within agreed ground rules. ›› To determine the participants' expectations of the programme and issues they feel need to be addressed in order to engage as Compassionate Communities Volunteers. ›› To understand the work of Milford Care Centre with particular focus on the Hospice at Home / Home Care service and bereavement supports available. ›› To understand the Compassionate Communities Programme and where this initiative fits within the programme. ›› To understand the Good Neighbour Intervention. ›› To understand the training programme.

Module Overview Time Allocation

Resources Required

Part 1:

30 minutes

Folders for each participant.

Part 2:

20 minutes

Light the candle.1

Part 3:

15 minutes

Powerpoint Presentation – Appendix K

Part 4:

15 minutes

Arts for Life DVD (Available at MCC) or other DVD highlighting patient experience.

Tea / Coffee

15 minutes

Part 5:

15 minutes

Powerpoint Presentation – Appendix L

Part 6:

35 minutes

Bill’s Story Animation – Available at https:// www.youtube.com/watch?v=_5tJGaWjRZk GNP Leaflet – Appendix A

Part 7:

5 minutes

Welcome, Introductions and Practical Information

Establishing Ground Rules

Overview of Milford Care Centre

Hearing the Patients Voice

Overview of the Compassionate Communities Project

Vision and Expectations

Closing Exercise

1

Depending on local health and safety arrangements, this may need to be battery operated.

14

Module 1

Detailed Module Guide For Facilitators Part 1

Welcome, Introductions and Practical Information

Total Time: 30 minutes

As people arrive to the programme, they are entering a warm, organised space. Music is playing gently in the background, the room is set up in a horseshoe style and the facilitators are meeting and greeting people on arrival. Participants are asked to sign in, wear a sticky label with their name on it and help themselves to refreshments. This atmosphere is recreated for each module.

The facilitator ›› Welcomes participants to the training programme and introduces facilitators. ›› Discusses relevant housekeeping arrangements (e.g. fire exits, toilets, phones, keeping room tidy, evaluation form return). ›› Outlines the framework for the evening, including information about break and finish times.

Exercise 1 (10 minutes)

›› Participants are invited to introduce themselves to the person sitting next to them, stating their name, where they are from and one word to describe how they are feeling at that moment2. ›› Each person is then invited to introduce their partner to the rest of the group. ›› The facilitator makes a note of all the ‘feeling words’ on the flip-chart.

Facilitators' notes: The feelings that are shared may be a mixture of excitement and fear – it is important to acknowledge that starting a new programme is an exciting time but also a nerve racking time, as participants may be unsure as to what lies ahead and may not know anyone else in the room.

Exercise 2 (10 Minutes)

›› The facilitator asks each person in turn, to outline one expectation they have for the module. ›› Responses are written onto the flip chart by the facilitator.

Facilitators' notes: As this is the first session, people may have issues that they would like addressed immediately and this exercise enables people to state anything that might be worrying them.

2 Wilson, P. E. (1999). Hospice volunteer training: making the experience more meaningful. The American Journal of Hospice & Palliative Care, 17(2), 107-110.

15

Module 1

Part 2

Establishing Ground Rules Total Time: 20 minutes

›› The facilitator explains that it is important for the group to establish some ‘ground rules’ so that everyone can work comfortably with each other. ›› The facilitator elicits suggested ground rules from the group and writes them onto the flipchart. ›› The facilitator reads back each rule to the group and asks the group if everyone is happy to agree to these rules. ›› Upon agreement with the rules, a member of the group is asked to light the candle as a symbol of confidentiality. That person is subsequently responsible for lighting the candle at all other sessions. ›› The list of ground rules is fixed to the wall for this session and all other sessions.

Facilitators' notes: The rules should cover areas such as confidentiality, respect, timekeeping, one voice at a time, agreed action if a person becomes upset.

Part 3 Overview of Milford Care Centre Total Time: 15 minutes

As the Good Neighbour Partnership is an initiative of Milford Care Centre’s Compassionate Communities Project, it is necessary for volunteers to understand the following regarding Milford Care Centre: ›› The mission, vision and values of the organisation ›› A brief description of services available, their reach and activity levels A powerpoint presentation can be utilised to cover these areas Appendix K.

Facilitators' notes: During the presentation, ask participants about their own perception of Milford Care Centre or hospice and palliative care e.g. by asking “When you hear the words ‘Milford Care Centre’, what springs to mind?”

Some people may say things like ‘death’ or ‘you go in and never come out’. These perceptions can be addressed during the presentation explaining that palliative care is about improving people’s quality of life for whatever time a person has left, noting that there are more discharges home from the hospice than deaths in the hospice.

16

Module 1

Part 4

Hearing the Patient’s Voice.

Total Time 15 minutes

The facilitator shows the ‘Arts for Life’ clips (available at Milford Care Centre – however any film can be utilised that shows people receiving palliative care discuss their experience. The clips should show patients discussing hospice and palliative care as a source of hope and support).

Facilitators' notes: Purpose of these clips are to show the group footage of ‘real people’ receiving hospice and palliative care services and to hear their views about life with a life limiting illness.

Part 5

Overview of the Compassionate Communities Project.

Total Time: 15 minutes

The facilitator provides an overview of the Compassionate Communities Project, providing the framework within which the Good Neighbour Partnership ‘fits’. It is necessary for participants to understand: ›› What the Compassionate Communities Project is. ›› Why a public health approach to palliative care is important. ›› The elements of the project and where the GNP fits.

A powerpoint presentation has been developed – Appendix L.

Part 6

The Good Neighbour Partnership – Vision and Expectations.

Total Time: 35 minutes

›› The facilitator shows the film ‘Bill’s Story’ to the group, acknowledging that this is the vision of Milford Care Centre’s Compassionate Communities Good Neighbour Partnership. (View Bill’s Story here: https://www.youtube.com/watch?v=_5tJGaWjRZk) - 10 minutes ›› The leaflet describing the initiative is handed out Appendix A ›› The group is divided into groups of 4 and asked to consider what they will need to cover as part of the training to be able to achieve the vision (10 minutes). ›› The group comes back together. The facilitator takes feedback from each group and writes it onto the flip chart.

Facilitators' notes: As the groups give feedback, it is important to confirm whether the points raised will be covered by the training programme and during what module. If there is an area that is not going to be covered, it is important to acknowledge this and consider if this is a gap or in fact not relevant.

17

Module 1

Part 7 Closing Exercise

›› The facilitator thanks everyone for their contribution. ›› The facilitator asks everyone to state one word to describe how they are feeling. ›› The facilitator observes whether the tone of the words has changed by referring back to the flip chart sheet from Part 1 of the module.

18

Module 2

Module 2 Communication skills, confidentiality and helping people with a cognitive impairment.

19

Module 2

Objectives ›› To understand the importance of an attitude and approach to others that is characterised by respect, understanding and genuineness. ›› To understand the essential elements of active listening skills. ›› To understand the importance of silence and stillness as a requirement for listening. ›› To understand the importance of confidentiality in the role. ›› To understand how dementia and other cognitive impairments may present a challenge to effective, clear communication.

Brief Module Overview Time Allocation

Resources Required

Part 1:

5 minutes

Ground rules on wall from Module 1 Candle

Part 2:

5 minutes

Part 3:

20 minutes

Handout Appendix M

Part 4:

12 minutes

Powerpoint Presentation Appendix N Slides 1-5

Part 5:

25 minutes

Part 6:

10 minutes

Part 7:

4 minutes

Tea / Coffee

15 minutes

Part 8:

10 minutes

Policy and Declaration Appendix O

Part 9:

40 minutes

Film clips and MESSAGE booklet – all available online see on.

Part 10

4 minutes

Boundaries Questionnaire Appendix P

Introductions and Practical Information

Recap on Module 1

Characteristics of a Helpful / Unhelpful Person

Presentation: Core Conditions

Listening Exercises

Presentation: Listening Skills

Silent Presence

Confidentiality

Supporting People with a Cognitive Impairment

Closing Exercise and Homework

20

Powerpoint Presentation Appendix N Slides 6-7

Module 2

Detailed Module Guide for Facilitators Part 1 Introductions and Practical Information Total Time: 5 minutes

›› The facilitator welcomes everyone to the 2nd module, reminding participants briefly of the ground rules (fixed to the wall) and housekeeping arrangements as per module 1. ›› The designated participant lights the candle. ›› The facilitator moves around the group asking for one word to describe how each person is feeling. ›› The facilitator gives an overview of the plan for the module.

Part 2 Part 2: Recap on Module 1.

Total Time: 5 minutes.

The facilitator recaps briefly on the areas addressed in the previous module and asks the group if they have any thoughts on what was covered. Has anyone thought of anything else the programme needs to address to enable them to fulfil their role?

Part 3 Characteristics of a Helpful / Unhelpful Person Total Time: 20 minutes

Exercise 1: ›› The facilitator gives everyone a handout Appendix M. ›› The facilitator asks the participants to think of a situation in their own life when they had a concern or a problem or a worry or an issue that they went to somebody else about and they found that person to be helpful. Based on that experience, what were the qualities, attributes and behaviours of that person that were experienced as helpful? (5 minutes) ›› In addition, the participants are asked to think of a situation in their own life when they had a concern or a problem or a worry or an issue that they went to somebody else about and they found that person to be unhelpful. Based on that experience, what were the qualities, attributes and behaviours of that person that were experienced as unhelpful? (5 minutes)

Facilitators' notes: Emphasise to participants that this is about their experience and not what they think is the right or ‘textbook’ answer. ›› The group then feedback to the facilitator who writes on the flip chart two lists outlining the qualities, attributes and behaviours that are (1) helpful and (2) unhelpful. (5 minutes)

21

Module 2

Facilitators' notes: Once all the feedback has been taken and the lists developed reflect with the group on the following: (10 minutes) ›› The lists are not the experience of any one person, but the qualities listed for ‘helpful’ and ‘unhelpful’ are found to be so by all present…and also others more generally – so there is commonality of experience. ›› In completing the reflection each person was asked to consider a personal experience without naming or specifying what that experience was. In a group of 12, there are potentially 12 different concerns, problems, worries or issues. No matter what the issue, the same qualities will be experienced as helpful or unhelpful. ›› In reviewing the ‘helpful’ qualities, it will be noted that these are all attributes and abilities that most people posses / are capable of; they are not such highly technical skills that require very specialist training. While we do not need to learn them – we do need to be self-reflective and self-monitoring. Acting out of awareness is important if we are to be experienced as helpful people.

Part 4 Presentation: Core Conditions Total Time 12 minutes

The facilitator uses the slides Appendix N to give a powerpoint presentation (Slides 1-5) on the core conditions of unconditional positive regard, empathy and congruence.

Part 5 Listening Exercises Total Time: 20 minutes

The facilitator divides the group into smaller groups of three, asking the groups to spread out within the space available.

Exercise 1: Non-listening (5 minutes) ›› Each group appoints a speaker and a listener. ›› The facilitator advises the speakers that they are to talk about something interesting. ›› The facilitator asks the listeners to leave the room. ›› Chairs are arranged with one chair facing the other. ›› The facilitator asks the speakers to start speaking as soon as the listeners come into the room (no more than 2 minutes). ›› The facilitator goes back out to the listeners and tells them they have to demonstrate an aspect of non-listening e.g. no eye contact, arms folded, flat expression etc. ›› The facilitator takes feedback from each speaker – Were you listened to? Why not?

22

Module 2

Exercise 2: Interuptions (5 minutes) ›› Each group appoints a speaker and a listener. ›› The facilitator advises the speakers that they are to talk about something interesting (no more than 2 minutes). ›› The facilitator asks the listeners to leave the room. ›› Chairs are arranged with one chair facing the other. ›› The facilitator goes outside the room, instructing the listeners that they are to over engage i.e. change the subject, interrupt, say things like “Wait ‘til I tell you what I think” or “How it was for me” etc. ›› The facilitator takes feedback from each speaker – Were you listened to? Why not?

Exercise 3: Inner Voice (5 minutes) ›› Each group appoints a speaker and a listener. ›› The facilitator advises the speakers that they are to talk about something interesting (no more than 2 minutes). ›› The facilitator asks the listeners to leave the room. ›› Chairs are arranged with one chair facing the other. ›› Ask the 3rd person in each group to act as the ‘whisperer’ (non stop, incessant whispering about anything, getting right up close to the listener and whispering in their ear). ›› The facilitator goes outside the room and asks the listeners to display good listening skills. ›› The facilitator takes feedback from the listener – Could you listen to what was being said?

The facilitator asks the group to come together in a large semi circle. The facilitator notes that active listening is: ›› Not just hearing ›› Not just being physically present ›› Not an opportunity to tell our own story Active listening requires time, attention, concentration. Being present to the other person, suspending our own concerns, especially internal ones. The whisperer is symbolic of the constant interruptions in life, the main one being the voice in our own head.

23

Module 2

Part 6 Presentation: Listening Skills Total Time 10 minutes.

The facilitator uses the slides Appendix N to give a Powerpoint presentation on active listening (Slides 6-7).

Part 7 Part 7: Silent Presence Total Time: 6 minutes

›› The facilitator invites the group to sit pairs, with each person sitting opposite the other, in silence together, being present to one another for 2 minutes. ›› The facilitator invites feedback from group – What was it like? Was it difficult? Why?

Part 8 Confidentiality

Total Time: 10 minutes

›› The facilitator emphasises that confidentiality is an important element for volunteers to be aware of and to maintain at all times. ›› The facilitator distributes the confidentiality policy and agreement form, reads it through with the group and asks participants to take it home and review it again and then sign it, returning it during the next module. Appendix O.

Part 9 Supporting People with a Cognitive Impairment Total Time 40 minutes

›› The facilitator reflects with the group that the earlier exercises focused on communication.

Many people who are visited by the volunteers will be able to communicate well – they may be tired and sometimes weak, but generally they will be able to hear and respond during an interaction. ›› The facilitator notes that some of the people who may need our help may have a cognitive impairment e.g. dementia. ›› The facilitator asks the group – ‘When you think of dementia, what comes to mind?” ›› The facilitator shows the dementia awareness video available from the Elevator Programme http://dementiaelevator.ie/training-programmes/dementia-awareness-training/level-1general-dementia-awareness (2 minutes) ›› The facilitator notes that we are also here to support people with dementia, as it is considered to be a condition that requires a palliative approach. The persons ability to communicate will depend on the persons stage of dementia.

24

Module 2

›› The facilitator shows the MESSAGE Communication in Dementia film https://www.youtube. com/watch?v=MhxrVG__l4w (3.5 minutes). ›› And then shows MESSAGE Communication in Dementia: Strategies for Carers https://www. youtube.com/watch?v=EFH1O_UHZws (20 minutes). ›› The facilitator gives participants the MESSAGE and RECAP booklet – Available online from http://www.uqccr.uq.edu.au/dementia-care/home-carers.aspx ›› The facilitator notes that volunteers may be working with people at different stages of dementia. If a person has mild-moderate dementia, volunteers can help them to remember what is planned by repeating what they have said and writing things down for them. ›› Where a person has severe dementia, the volunteer is most likely to work with the carer.

However it is important to understand that even someone with severe dementia is able to respond and communicate non-verbally and may sometimes have ‘golden moments’. Show film – Can My Memory Go Completely? https://vimeo.com/77213313 (2.5 minutes) ›› Show film – Meet Henry https://www.youtube.com/watch?v=EgNLLelQYwI (2.5 minutes) ›› The facilitator invites questions and comments from the group.

Part 10 Closing Exercise and Homework ›› The facilitator thanks everyone for their contribution. ›› The facilitator reminds everyone to read the confidentiality policy and sign the form for next week. ›› The facilitator gives the group the boundaries questionnaire Appendix P – to be completed in advance of and brought to the next module. 1 ›› The facilitator asks everyone to state one word to describe how they are feeling.

1.

Adated from Claxton-Oldfield, S., Gibbon, L., & Schmidt-Chamberlain, K. (2011). When to Say “Yes” and When to Say “No” Boundary Issues for Hospice Palliative Care Volunteers. American Journal of Hospice and Palliative Medicine, 28(6), 429-434.

25

Module 3

Module 3 Boundaries, Understanding the GNP and Making Introductions

26

Module 3

Objectives ›› To understand boundaries for Compassionate Communities Volunteers. ›› To understand the elements of the Good Neighbour Intervention from referral – first visit. ›› To explore the process for assessing need. ›› To test out formulae of words in a practice and rehearsal situation based on the case study

Module Overview

Part 1:

Time Allocation

Resources Required

10 minutes

Ground rules from Module 1 on wall.

Welcome and Practicalities

Candle Collect the declarations of confidentiality (Module 2)

Part 2:

45 minutes

Boundaries

Part 3:

Completed boundaries questionnaire (from Module 2) Boundaries Guidelines Appendix Q

20 minutes

Overview of The Good Neighbour Partnership

GNP Leaflet (Module 1) Screening and Referral Forms Appendix R Assessment Forms and Phone Record Appendix S Good Neighbour Agreement, Record of Hours and Handling Money Forms Appendix T

Tea / Coffee

15 minutes

Part 4:

5 minutes

Ice Breaker

Part 5:

50 minutes

Case Study Appendix U

Case Study

Part 6:

5 minutes

Closing Exercise and Homework

27

Module 3

Detailed Module Guide for Facilitators

Part 1 Welcome and practicalities Total Time: 10 minutes

›› The facilitator welcomes everyone to the 3rd module, reminding people briefly of the ground rules and housekeeping as per module 1. ›› The facilitator collects the signed declarations of confidentiality from each participant ›› The designated participant lights the candle. ›› The facilitator moves around the group asking for one word to describe how each person is feeling.

Part 2 Boundaries

Total Time: 45 minutes

›› At the end of Session 2, each participant was asked to complete the boundaries questionnaire Appendix P. ›› The facilitator records the results for each question from each participant by asking people to raise their hand indicating their response for each question. ›› A tally is kept on the flip chart.

Facilitators' notes: it is important to ensure that the group are aware that there are some elements that are obviously acceptable or unacceptable, but there are many grey areas. Allow some debate and discussion. Those who may be ‘at odds’ with the rest of the group may discuss their thoughts if they wish.

›› The facilitator explains that this exercise was done during the pilot training programme with a group of volunteers. ›› On the authors recommendation, the group developed a boundaries guideline which has been adopted by the Good Neighbour Partnership.1 ›› Distribute the guideline Appendix Q and read through with the group. ›› Confirm that the group is willing to accept these boundaries as the agreed boundaries for the project.

1: The boundaries questionaire was developed and discussed by Claxton-Oldfield, S., Gibbon, L., & Schmidt-Chamberlain, K. (2011). When to Say “Yes” and When to Say “No” Boundary Issues for Hospice Palliative Care Volunteers. American Journal of Hospice and Palliative Medicine, 28(6), 429-434.

28

Module 3

Part 3 Overview of the Good Neighbour Partnership Total Time: 20 minutes

The facilitator refers back to the leaflet given during Module 1 Appendix A and reads through it with the group.

On the flip chart the facilitator draws a flow diagram explaining how the Good Neighbour Partnership works, talking briefly through each step as follows: ›› A referral comes into the Compassionate Communities Office Appendix R. ›› The co-ordinator calls a Compassionate Communities Volunteer to determine if they are available over the following 8 weeks to provide support to the person. ›› Details are given to the Compassionate Communities Volunteer by the Good Neighbour Partnership Co-ordinator. ›› The Compassionate Communities Volunteer makes contact (within 24 hours) with the person by phone to arrange a first visit. Notes from the call are recorded on the Phone Record Appendix S. ›› The volunteer visits the person. During this visit the volunteer: ✓✓ B - Break the Ice ✓✓ E - Explain the Good Neighbour Partnership ✓✓ A - Assess the Person's Social Network Appendix S ✓✓ N - Network of Community Identification ✓✓ S - Summarise and Agree the Action plan ›› The Compassionate Communities Volunteer makes contact with the people outlined on the action plan within 72 hours asking them to help and to sign the agreement form Appendix T. They are also asked to keep a record of the time spent with the person Appendix T. In the event that their task involves handling money, they are given the appropriate form Appendix T. ›› The volunteer communicates the outcome to the person by phone (or visit if needed). ›› The volunteer visits after 4 weeks to see how everything is progressing. ›› The volunteer visits again at 8 weeks to close the process or to offer a further period of intervention as deemed necessary.

The facilitators asks the group if they understand the process and if they have any questions at this point.

29

Module 3

Part 4

Ice Breaker

Total Time: 5 minutes

›› The facilitator asks each person to take off their left shoe. ›› The facilitator acknowledges that they hope everyone did so – from this point on, we are asking people to ‘give it a go’. We are using a case study approach from this point forward – acknowledge that this is somewhat artificial but it provides people with an opportunity to test out their formula of words.

Part 5

Case Study Appendix U Total Time: 50 minutes

The facilitator introduces the case study and works through the document as follows: ›› Read through the background section with the group and answer any questions that may arise (15 minutes) ›› Ask the group to break into pairs and read through the initial phone call (5 minutes) ›› Bring the group back together and asks them if they have any questions about the phone call (10 minutes) ›› Read through the section – Preparing for the initial meeting with the group and answer any questions they may have (10 minutes) ›› Ask the group to break into pairs and read through the breaking ice section (10 minutes)

Part 6

Closing Exercise and Homework Total Time: 5 minutes

›› The facilitator notes that a key element of the process is for the Volunteer to be able to describe briefly and correctly what the Good Neighbour Partnership is about. The leaflet is there as an aid, and there is guidance in the case study but each person must find their own formula of words. Over the next week, the facilitator asks the group to take the time to describe the partnership to someone they know. Participants should check in with the person they have described it to, to determine if they understand what has been said. ›› The facilitator thanks everyone for their contribution. ›› The facilitator asks everyone to state one word to describe how they are feeling.

30

Module 4

Module 4

Assessing Social and Practical Needs, Identifying Circles of Community, Developing and Agreeing Action Plans

31

Module 4

Objectives ›› To reflect on feedback from the group regarding their practice of the explanation of the GNP with others outside the group. ›› To identify a process for assessing need and to examine the documentation. ›› To develop strategies for dealing with emotions e.g: anger, sadness. ›› To understand how social networks are constructed and what is meant by a person’s circle of community. ›› To develop strategies to assess social networks and examine associated documentation. ›› To understand how action plans are developed in collaboration with the person. ›› To understand the agreement form that is completed by the Good Neighbour.

Module Overview

Part 1

Time Allocation

Resources Required

5 minutes

Ground rules on wall from module 1.

Welcome and practicalities

Part 2:

Candle 10 minutes

Case Study Appendix U

Recap on Case Study – Module 3.

Part 3:

20 minutes

Feedback from Practicing the GNP Explanation

Part 4:

20 minutes

Assessment Form Appendix S

Assessing Need and Documentation

Part 5:

15 minutes

Dealing with Emotions

Tea / Coffee

15 minutes

Part 6:

25 minutes

Social Networks

Part 7:

Additional readings (see below) Assessment Form Appendix S

15 minutes

Assessment Form Appendix S

20 minutes

Good Neighbour Agreement Appendix T

Action Plan

Part 8: Approaching the Community

Record of Hours Appendix T Handling Money Forms Appendix T

Part 9: Closing Exercise and Homework

32

5 minutes

Module 4

Detailed Module Guide for Facilitators

Part 1 Welcome and practicalities Total Time: 5 minutes

›› The facilitator welcomes everyone to the 4th module, reminding people briefly of the ground rules and housekeeping as per module 1. ›› The designated participant lights the candle. ›› The facilitator moves around the group asking for one word to describe how each person is feeling. ›› The facilitator explains the plan for the module.

Part 2 Recap on Case Study – Module 3.

Total Time: 10 minutes

›› The facilitator recaps on progress through the case study, asking the group if they are happy with the plan so far and addressing questions and comments as necessary.

Part 3 Feedback from Practicing the GNP Explanation Total Time: 20 minutes

›› The facilitator invites comment regarding the participants' experience of explaining the GNP to others outside the group. Did the other people understand their explanation? ›› Invite 2 people to share their explanation with the group.

Facilitators' notes: It is important that participants recognise this is a key element within their role – they must be able to describe the GNP accurately and succinctly. The leaflet is there to help.

Part 4 Assessing Need and Documentation Total Time 20 minutes

›› The facilitator asks the group to break into threes and invites the group to read and work through the case study regarding the assessment of need. ›› The documentation regarding assessment of need is discussed after the role play with the group Appendix S.

33

Module 4

Part 5 Dealing with Emotions Total Time 15 minutes

The facilitator notes that in the role play, the woman expresses sadness. As volunteers they may need to deal with an array of emotions. The facilitator invites the group to reflect on this.

What emotions might they be confronted with. How would the volunteer react? Refer back to communication skills module during the discussion.

Part 6 Social Networks

Total Time 25 minutes

The facilitator distributes copies of ›› Abel, J. Bowra, J. Walter, T. Howarth G. (2011). Compassionate community networks: supporting home dying BMJ Supportive & Palliative Care 2011;1:129–133. doi:10.1136/ bmjspcare-2011-000068 ›› Abel J, Walter T, Carey LB, et al. Circles of care: should community development redefine the practice of palliative care? BMJ Supportive & Palliative Care 2012;0:1–6. doi:10.1136/ bmjspcare-2012-000359 To the group and uses the flip-chart to draw a series of circles

Wider community Neighbours Work colleages / Team mates Friends Other Family children / parents Partner Self

34

Module 4

›› The facilitator explains that each of us has our own circle of community. Each circle will be different, so as volunteers we need to suspend our assumptions and work with the person’s circle. In order to do that we need to identify who is in that network.

Facilitators' notes: The papers are for background reading only ›› The facilitator asks the group to go back into groups of threes and read through the next part of the case study – assessing social networks and associated section of the assessment form Appendix S. ›› The facilitator invites questions and comments.

Part 7 Action Plan

Total Time 15 minutes

›› The facilitator asks the group to read the action plan section of the case study in their small groups of three and consider the associated section of the form. ›› It is noted that a copy of this is left with the person requiring support so that both parties know what has been agreed. ›› The facilitator invites questions and comments.

Part 8 Approaching the Community Total Time: 20 minutes

›› The facilitator points out that within 72 hours of leaving the person to whom they are assigned, they must approach the people as agreed in the action plan. ›› The group split into pairs and read through the Approaching the Community section of the case study ›› The facilitator introduces the Good Neighbour Agreement Form Appendix T to the group and answers any questions that arise from the group.

Part 9 Homework and Closing Exercise Total Time: 5 minutes.

›› The facilitator encourages participants to read the papers as they provide background to the approach of mobilising the person’s circle of community. ›› The facilitator thanks everyone for their contribution. ›› The facilitator asks everyone to state one word to describe how they are feeling.

35

Module 5

Module 5 Practice and Rehearsal

36

Module 5

Objectives ›› To give participants an opportunity to work through each stage of the Good Neighbour Partnership Intervention with professional actors. ›› To provide participants with constructive feedback as they practice and rehearse. ›› To enable participants to identify areas where they may need to focus their efforts before meeting a person who wishes to avail of the Good Neighbour Partnership.

Module Overview

Part 1:

Time Allocation

Resources Required

5 minutes

Ground rules from Module 1 on wall.

Welcome and introductions

Candle Part 2:

8 minutes

Scenarios Appendix V

Plan for the Session

Part 3:

9 minutes

Practice and Rehearsal Session 1: Introduction, Setting People at Ease and Explaining The Good Neighbour Partnership

Part 4:

9 minutes

Feedback Practice and Rehearsal Session 1

Part 5:

13 minutes

Practice and Rehearsal Session 2: Identifying and Prioritising Social and Practical Needs

Part 6:

13 minutes

Feedback Practice and Rehearsal Session 2

Part 7:

9 minutes

Practice and Rehearsal Session 3: Identifying the Social Network

Part 8:

9 minutes

Feedback Practice and Rehearsal Session 3

Tea / Coffee

15 minutes

37

Module 5

Part 9:

14 minutes

Practice and Rehearsal Session 4: Developing and Agreeing the Action Plan

Part 10:

9 minutes

Feedback Practice and Rehearsal Session 4

Part 11:

14 minutes

Practice and Rehearsal Session 5: Contacting and Mobilising the Community

Part 12:

14 minutes

Feedback Practice and Rehearsal Session 5

Part 13:

7 minutes

Closing Exercise and Homework

Detailed Module Guide for Facilitators NB it is recommended that there is one facilitator and one actor assigned to each group of 3-5 (Max) people. The new facilitators and actors are briefed before the session commences.

Facilitator Notes: Working with Actors

Using experienced actors is hugely beneficial in supporting people in communication training of all kinds. It takes the pressure off group participants to ‘perform’ as the only people playing a role are the actors; group participants are not ‘role playing’, but they are simply practicing and rehearsing elements of the volunteer role that they will be undertaking.

Actors can be found through the education departments of some Specialist Palliative Care Services or via most University Medical Schools.

Before the session starts, the facilitators must brief the actors. This should take about 15 minutes as the actors will be working through the pre-prepared scenarios and are not learning a script. ›› In advance of the session the following is written onto a sheet of flip chart paper: ✓✓ B - Break the Ice ✓✓ E - Explain the Good Neighbour Partnership ✓✓ A - Assess the Person's Social Network Appendix S ✓✓ N - Network of Community Identification ✓✓ S - Summarise and Agree the Action plan

38

Module 5

Part 1 Welcome and Introductions Total Time: 5 minutes

›› As additional facilitators and actors are present, each person in the room is invited to say ‘Hello’ and their first name. ›› The designated participant lights the candle. ›› The facilitator moves around the group asking for one word to describe how each person is feeling.

Part 2 The Plan for the Session Total Time: 8 minutes

›› The facilitator explains that this session is about practicing and rehearsing everything that has been learned and discussed to date. ›› The facilitator explains that the group will be divided into smaller groups (Max of 5 people).

Each group will be assigned an actor and a facilitator. ›› The facilitator notes that there will be strict focus on time, to ensure that everyone gets through all 5 of the key stages of the intervention. ›› The facilitator refers to the flip chart outlining the 5 stages – this frames the stages of the practice and rehearsal. ›› The facilitator explains the role of each facilitator in the groups, outlining that they are there to oversee time keeping, to stop and start the session if people are running into any difficulty and to give constructive feedback. ›› The facilitator explains that each volunteer will practice one or perhaps two stages of the intervention, depending on the numbers in each group. ›› The facilitator reminds everyone about the shoe exercise (Module 3) and encourages everyone to relax and ‘give it a go’. ›› The facilitator assigns people to groups.

Three sets of role plays have been developed Appendix V. These are distributed to the groups.

39

Module 5

Part 3 Practice and Rehearsal Session 1: Introduction, Setting People at Ease and Explaining The Good Neighbour Partnership Total Time 9 minutes

In small groups the role-play commences.

Key learning points for facilitator feedback: ›› Ability to put people at ease ›› Ability to pick up cues ›› Simple and clear explanation of the GNP ›› Possibly introduce the leaflet

Part 4 Feedback Practice and Rehearsal Session 1 (Total Time 9 minutes)

The groups stop and become one group, working collectively together with a lead facilitator seeking feedback from each group against the learning points above asking: ›› Volunteers: How was it for you? ›› Actors: How was it for you? Understand? How did you feel? ›› Facilitators: Any thoughts?

Part 5 Practice and Rehearsal Session 2: Identifying and Prioritising Social and Practical Needs Total Time 13 minutes

Staying in the same small groups, the role play recommences.

Key learning points for facilitator feedback: ›› Identifying social and practical needs ›› Dealing with emotions (anger / sadness) / cognitive decline ›› Introduce the form ›› Summarise the needs verbally

40

Module 5

Part 6 Feedback Practice and Rehearsal Session 2 Total Time 13 minutes

The groups stop and become one group, working collectively together with a lead facilitator seeking feedback from each group against the learning points above asking: ›› Volunteers: How was it for you? ›› Actors: How was it for you? Understand? How did you feel? ›› Facilitators: Any thoughts?

Part 7 Practice and Rehearsal Session 3: Identifying the Social Network Total Time 9 minutes

Staying in the same small groups, the role-play recommences.

Key learning points for facilitator feedback: ›› Using the concentric circle model…probe and identify the network ›› Ability to respond to ‘no-one’ to help me ›› Ability to respond to ‘I couldn’t ask’ ›› Ability to respond to ‘I don’t want to be a burden’

Part 8 Feedback Practice and Rehearsal Session 3 Total Time 9 minutes

The groups stop and become one group, working collectively together with a lead facilitator seeking feedback from each group against the learning points above asking: ›› Volunteers: How was it for you? ›› Actors: How was it for you? Understand? How did you feel? ›› Facilitators: Any thoughts?

41

Module 5

Part 9 Practice and Rehearsal Session 4: Developing and Agreeing the Action Plan Total Time 14 minutes

Staying in the same small groups, the role-play recommences.

Key learning points for facilitator feedback ›› Agreeing action plan ›› Completing the form ›› Identifying levels of disclosure ›› Saying Good bye

Part 10 Feedback Practice and Rehearsal Session 4 Total Time 9 minutes

The groups stop and become one group, working collectively together with a lead facilitator seeking feedback from each group against the learning points above asking: ›› Volunteers: How was it for you? ›› Actors: How was it for you? Understand? How did you feel? ›› Facilitators: Any thoughts?

Part 11 Practice and Rehearsal Session 5: Contacting and Mobilising the Community Total Time 14 minutes

The facilitator asks the actor to swap groups and assume a new role – that of a person within the person’s circle of community being asked to provide help.

Staying in the same small groups, the role-play recommences.

Key learning points for facilitator feedback ›› Introducing yourself ›› Responding to offer of donations (money) ›› Responding to people who would like to gossip re: illness ›› Responding to insurance questions ›› Responding to people who say no ›› The agreement and time-keeping form

42

Module 5

Part 12 Feedback Practice and Rehearsal Session 5 Total Time 14 minutes

The groups stop and become one group, working collectively together with a lead facilitator seeking feedback from each group against the learning points above asking: ›› Volunteers: How was it for you? ›› Actors: How was it for you? Understand? How did you feel? ›› Facilitators: Any thoughts?

Part 13 Closing Exercise

Total Time 7 minutes

›› The facilitator thanks everyone for their contribution – acknowledging that it is a somewhat false situation and time limited. The facilitator invites some closing thoughts from the group. ›› The facilitator asks everyone to state one word to describe how they are feeling.

43

Module 6

Module 6: .

Module 6 Safety, Self Care, Emergencies and Endings

44

Module 6

Objectives: ›› To determine how participants are feeling after the practice and rehearsal module and discuss as a group. ›› To discuss the agreed guidelines for personal safety. ›› To ensure that all volunteers know what to do in an emergency. ›› To consider how volunteers will deal with endings. ›› To discuss the importance of self care. ›› To recap on the areas covered in Modules 1-5. ›› To address any outstanding questions from volunteers. ›› To present certificates of completion and celebrate! ›› To communicate the plan for the future.

Module Overview

Part 1:

Time Allocation

Resources Required

10 minutes

Ground rules on wall from module 1

Welcome and Practicalities

Part 2:

Candle 15 minutes

Thoughts on Practice and Rehearsal

Part 3:

15 minutes

Handout Appendix W

15 minutes

Handout Appendix X

Personal Safety

Part 4: Emergencies

Part 5:

15 minutes

Endings

Part 6:

20 minutes

Handout Appendix Y

Self Care

Part 7:

20 minutes

Recap of Programme and Review of Expectations

Part 8:

30 minutes

Certificate Appendix Z

Certificate Ceremony and refreshments

Part 9:

10 minutes

Closing Exercise

45

Module 6

Details Module Guide for Facilitators

Part 1 Welcome and Practicalities 10 minutes.

›› The facilitator welcomes the group, acknowledging that this is the final module. ›› The facilitator explains the plan for the session and mentions that the tea / coffee break will be at the end. ›› The facilitator moves around the group asking for one word to describe how each person is feeling.

Part 2 Thoughts on Practice and Rehearsal 15 minutes

›› The facilitator refers back to the practice and rehearsal session held in the previous module, asking the group for their thoughts and learning from the sessions. ›› The facilitator recaps on the five stages of the process, using the flip chart page from the previous module. ✓✓ B - Break the Ice ✓✓ E - Explain the Good Neighbour Partnership ✓✓ A - Assess the Person's Social Network Appendix S ✓✓ N - Network of Community Identification ✓✓ S - Summarise and Agree the Action plan

Part 3 Personal Safety 15 minutes

›› The facilitator distributes a handout on personal safety Appendix W, acknowledging that the participants and should use common sense. ›› The facilitator reads through the document with the group, inviting questions. ›› Take away message – if it doesn’t feel right, don’t do it. ›› Invite questions from the group.

46

Module 6

Part 4 Emergencies 15 minutes

›› The facilitator distributes a handout on Emergencies Appendix X again acknowledging that the participants and should use common sense. ›› The facilitator reads through the document with the group, inviting questions. ›› The facilitator explains that if an incident occurs, it must be reported to the Good Neighbour Partnership Co-ordinatior immediately and an incident report form will be completed in line with Milford Care Centre policy. ›› Invite questions from the group.

Part 5

Endings

15 minutes

›› The facilitator notes that during the course of working with the Good Neighbour Partnership, volunteers will experience endings, as they do throughout life. The facilitator notes that the person supported by the volunteer may die or cease involvement with the initiative. As a volunteer, they may decide at some point to leave the initiative. ›› The facilitator asks the group how they feel about this and invites open discussion. ›› During the discussion the facilitator notes that the Good Neighbour Partnership is structured and this makes endings a little easier as everyone is aware of the time-frames involved from the start. Volunteers can flag with people at relevant points how long remains to work with the person e.g. “we are half way through the 8 weeks now” or “this is our last meeting today”.

Facilitators' notes: During this discussion, it is important to mention that the person may die during the eight weeks and it is the decision of the volunteer regarding whether they choose to attend the person’s funeral ceremony.

Part 6 Self Care

20 minutes

›› A handout of a boat1 Appendix Y is distributed and the group are asked to reflect on that for a few moments. The facilitator asks “Over the last week, how did you distribute your time? Are there any areas of the boat that need more attention?” The facilitator notes that in order for us – or the boat – to remain balanced, we need to be doing something about all the areas in a balanced way. ›› The facilitator acknowledges that as volunteers, the group are of very little use to people unless they themselves are well and ‘in a good place’. Self care is important. The Good Neighbour Partnership has agreed elements e.g. boundaries and a support structure built in that aims to protect volunteers and give them a framework to work in. It is equally important that each person takes responsibility for their own self care.

1

Adapted from Powell, T (2008). The Mental Health Handbook.

47

Module 6

›› The facilitator invites each person to tell the group something they do to relax, de-stress, make themselves feel good. The facilitators write this on the flip chart. When everyone has mentioned at least one thing, the facilitator refers to the list as a menu of self care options – there might be something else on there that we might like to try as we look after ourselves.

Part 7 Recap on Programme and Review of Expectations 20 minutes

›› The facilitator recaps on what has been covered over the 6 week programme, acknowledging that a lot of material has been absorbed by the group. ›› The facilitator asks the group to discuss their experience of engaging in the programme and their thoughts at this stage. ›› The facilitator takes out the list of expectations developed in Session 1 and shared it with the group, ticking off all the areas that have been covered and addressing any that have not, explaining the reason why as appropriate. ›› The facilitator invites final questions from the group.

Part 8 Certificate Ceremony ›› A certificate is given to each participant Appendix Z. ›› Refreshments are served.

Part 9 Closing Exercise ›› The facilitator describes the next steps for the programme and outlines when and how volunteers will be contacted in the future. ›› The facilitator thanks everyone for their contribution. ›› The facilitator asks everyone to state one word to describe how they are feeling, writes them on a flip chart and compares them with the flip chart of words generated by the group at the start of Module 1.

48

Appendix A The Good Neighbour Partnership Leaflet

We are here to help

re

Social and practical support for people living with palliative care needs

Mi l

Cent

e

Good Neighbour Partnership

dC for ar

What is the Good Neighbour Partnership about?

Living with a serious illness can be difficult. It can be hard to do the ordinary, everyday things when you have to cope with not feeling well, think about appointments or juggle the demands of caring.

Often friends and neighbours want to help, but are sometimes unsure how to.

Milford Care Centre, through the Compassionate Communities Project, is piloting a Good Neighbour Partnership to offer FREE social and practical support to people living with palliative care needs, who may be in their last year of life.

How does it work?

We have a panel of volunteers, who have been trained and Garda vetted.

Upon request, they can arrange to meet a person who is living with advanced illness, and/or their family, to discuss what extra social and practical support that person may need at home.

They discuss, who, within the person’s circle of community might be able to meet the needs identified e.g. extended family, a friend, a neighbour or other local community based initiatives.

With the person’s permission, the volunteer contacts the agreed people in the community to ask them to help with the needs identified.

What social and practical help can be provided?

We can help with things like: ✓ Shopping ✓ Collecting Prescriptions ✓ Transportation (e.g. to medical appointments, town or church) ✓ Lighting a fire ✓ Light gardening ✓ Meals ✓ Help with pets ✓ Writing letters / non-legal forms ✓ Befriending – someone to chat with, read the paper ✓ Sitting with a person whilst a family member takes a break ✓ Small household repairs e.g. change a light bulb, replace a handle on a cupboard ✓ Light housework e.g. changing the linen, hanging out washing, cleaning windows

Who can get help?

We can offer support free of charge to people living with palliative care needs and who may be in their last year of life. The pilot extends across Limerick City and Limerick County.

How long is help provided for?

Initially the Partnership commits to providing support for 8 weeks. This is subject to review to determine further support requirements.

How can I get involved?

If you, or someone you know would like to avail of support from the Good Neighbour Partnership, or would like to volunteer with us, please contact:

☎ Dr Kathleen McLoughlin 089 466 7915 or

✉ email: k.mcloughlin@milfordcarecentre.ie Who funds the Good Neighbour Partnership?

The Good Neighbour Partnership is an initiative of Milford Care Centre. This is a pilot project supported by Maynooth University, The All Ireland Institute of Hospice and Palliative Care, The Irish Cancer Society and The Irish Hospice Foundation.

Appendix B Information Sheet and Application Form for Compassionate Communities Volunteers

Mi

Social and practical support for people living with palliative care needs

Information Sheet for Potential Volunteers We’re looking for Compassionate Communities Volunteers Milford Care Centre, through the Compassionate Communities Project, is developing a Good Neighbour Partnership to offer free social and practical support to people living with palliative care needs in Limerick City and County.

What’s Compassionate Communities all about?

The experience of illness, dying and death affects all of us, but these issues are never easy to deal with. Sometimes we aren’t sure what we should say or what we should do. Talking about death and dying is difficult. We often don’t know how we might help someone even when we want to. But not facing up to illness and loss as an important part of life only makes it harder for everyone.

The Compassionate Communities Project is an initiative of Milford Care Centre. We are here to support people in the Mid-West to think a little differently about death, to encourage people to plan ahead, talk with others and offer practical support within the community to those facing the end of life. A small change in our attitude toward death can make a big difference to how we live.

A Compassionate Community is one in which we support each other in the face of death, dying, loss and care.

You can find out more about the Compassionate Communities Project on our website: www.compassionatecommunities.ie You can read about the work of Milford Care Centre here: www.milfordcarecentre.ie

So How Does The Good Neighbour Partnership Fit In? The Compassionate Communities Project has three core areas of activity. One of these is the development of a volunteer-led community based model of social and practical support for people who are living at home; with an advanced illness and who have a life expectancy of approximately 12 months. We call this model The Good Neighbour Partnership.

We would all like to live in an area where people look out for and help each other. This creates a sense of belonging for those who receive the support and it also gives those who help a sense of purpose as they ‘give something back’ to their community.

Living with a serious illness can be difficult. It can be hard to do the ordinary everyday things when you have to cope with not feeling well, or think about doctors’ appointments, go to and from hospital or juggle the demands of caring. Often friends and neighbours want to help, but are sometime unsure how to.

tre

Good Neighbour Partnership

Cen

e ar

rd lfo C

Milford Care Centre, through the Compassionate Communities Project, is coming together with community organisations to create a Good Neighbour Partnership to offer free social and practical support to people living with palliative care needs in Limerick. Compassionate Community Volunteers supported by Milford Care Centre and local community organisations are at the heart of the Good Neighbour Partnership.

The aims of the Good Neighbour Partnership are: ›› To enable people living with palliative care needs in the community to identify their social and practical needs ›› To enable the social and practical needs to be met from within the person’s circle of community In fulfilling these aims, there may be an impact on a person’s quality of life, psychosocial wellbeing and unplanned health service use.

The Good Neighbour Partnership is not a service provided by an organisation, but is about what members of communities can do for each other, supported by Milford Care Centre and local community organisations.

What Help Can the Good Neighbour Partnership Provide?

The Good Neighbour Partnership can assist the person affected by advanced illness, and their family, to find the extra social and practical support that they may need from within their community by making links with those living close-by who would like to offer help. The Partnership can find additional help for things like walking the dog, doing the shopping, collecting a prescription, going to the library, filling a coal bucket, lighting the fire, mowing the lawn, making a snack, tidying up or sitting with a person who needs a break. It doesn’t involve providing personal care physical care, heavy lifting of people or objects and cannot help with medical or financial matters.

So, You’re Looking for Compassionate Community Volunteers?

Yes. We are looking for Compassionate Communities Volunteers and local community organisations who are interested in working with us. We know that some community organisations already have an interest in areas like this and we would like these community organisations to partner with us with a view to possibly supporting the initiative into the future, to ensure sustainability. Volunteers will be initially registered as Milford Care Centre Volunteers and we will pilot this project for 18 months.

So, What Type of Person Are You Looking For? Someone who… ›› Has maturity, common sense and the ability to be discrete and sensitive ›› Has a good understanding of confidentiality ›› Is confident and out-going, relates well to others and communicates effectively ›› Is respectful and non-judgmental at all times ›› Has a good sense of humour

›› Is a good organiser and who doesn’t mind a bit of paperwork ›› Has a good sense of personal boundaries and a clear understanding of purpose of the role ›› Has been nominated by a community organisation, is person of good standing and will become a volunteer with us Volunteers will have Garda Clearance; references checked and will be selected by interview.

They will be provided with initial training and on-going support by Milford Care Centre. As part of that training, they will be given a manual to help them understand their role, what is expected of them and what they can expect from us.

The role of a Compassionate Community Volunteer with the Good Neighbour Partnership is to make the link between a person / family living with palliative care needs as home, and those in their circle of community who are able to offer support – to seek out and enlist the “Good Neighbour” capacity within local communities.

If you don’t think you can commit to being a Compassionate Communities Volunteer, but you are happy to help as a Good Neighbour doing some of the practical tasks we would love to add you to a pool of volunteers. We may then call on you in the event that someone has noone within their own circle of community to help.

Who Can Be Supported by The Good Neighbour Partnership?

The Good Neighbour Partnership is available to people considered to be in their last year of life, living with palliative care needs in Limerick City and County. We also support families / carers of people living with palliative care needs.

Referrals will be made by Milford Care Centre’s Hospice at Home Team, from any member of a Community Based Primary Care Team or self-referrals can be made directly to The Good Neighbour Partnership Co-ordinator (Dr Kathy McLoughlin 061 201 769 or 089 4667915 k.mcloughlin@milfordcarecentre.ie). We hope to accept referrals from April 2015.

So What Happens When a Referral Is Made?

The Good Neighbour Partnership Co-ordinator will appoint a Compassionate Communities Volunteer, taking into account the person’s needs, geographical location, personalities, availability and experience.

Compassionate Communities Volunteers will meet with the person four times during the 8 -week cycle.

Visit One: The assigned Compassionate Communities Volunteer will visit the person at a mutually agreed time, in the person’s own home, to identify their social and practical needs and the type of support required. They will identify with the person, who in their circle of community they would be happy to approach to enable these needs to be met. For the purposes of this document, we shall refer to these people as “Good Neighbours”.

An agreement will be reached regarding a plan of action. This may involve the person requiring support directly approaching the identified Good Neighbours to enable their needs to be met, perhaps agreeing a formula of words to “break the ice”. Alternatively, it may involve

the Compassionate Communities Volunteer directly asking the agreed Good Neighbours to engage in the tasks identified. In the event that no-one has been identified in the person’s circle of community, then an agreement will be reached to approach community organisations to determine if they are in a position to enable the need to be met. As part of this visit, data will also be collected for the research study. It is anticipated that this visit will take 60 minutes.

Visit Two / or Phone Call: Once agreement has been reached regarding who will complete the specific tasks, the Compassionate Communities Volunteer will report back to the person requiring support, to update them as to who will do what, and when. It is anticipated that this visit will take 20 minutes. Depending on the situation, it may be necessary to accompany the Good Neighbours completing the task on their first visit, to introduce them to the person who requires support. Assistance is provided without an expectation or implication of payment or other reward or benefit.

Visit Three: Three / four weeks after the first visit, the Compassionate Communities Volunteer will visit again, to determine if the arrangements are working well or if there needs to be any changes to the plan / modified supports. A small mid-way evaluation will also be conducted during this visit. It is anticipated that this visit will take 30 minutes.

Visit Four: Eight weeks after the first visit, the Compassionate Communities Volunteer will visit again to evaluate the process and determine if any additional support is required. It is anticipated that this visit will take 30 minutes.

All visits will be agreed in advance and will be made by appointment only. On the first cycle of visits, the Compassionate Communities Volunteer will be supported by a staff member from Milford Care Centre.

Compassionate Communities Volunteers are asked to keep a record of their visits on the Good Neighbour Partnership Report Form. These should include dates of visits, duration of visits, and type of activity undertaken. They are also asked to remind the “Good Neighbours� to also keep a note of their visits on these forms too. At the end of the eight week cycle, these forms are returned to the Good Neighbour Partnership Co-ordinator. The evaluation components have been added to the model so that we can ensure that the project makes a difference and to determine what improvements we need to make to the partnership we are developing.

Mileage and parking expenses We do not expect anyone to be out of pocket for their work with the project.

What Support Will Compassionate Communities Volunteers Get? Compassionate Communities Volunteer will have access to the Compassionate Communities Good Neighbour Partnership Project Co-ordinator for support and advice as required. Once the partnership is up and running, regular opportunities for support and supervision will be provided.

What about Confidentiality?

As a volunteer you will understand the importance of maintaining confidentiality will have access to the Confidentiality Policy and will sign a declaration of confidentiality.

How Long Will I Stay in Touch with the Person?

The Compassionate Community Volunteer role with the Good Neighbour Partnership is short-term and this is a pilot scheme. We will review the situation after eight weeks and discuss any further commitment with you at that stage.

Who is Funding this Project?

This project is funded by Milford Care Centre and The Irish Hospice Foundation.

Research. Evaluation of the project is funded by The All Ireland Institute of Hospice and Palliative Care and The Irish Cancer Society and will be conducted in partnership with The Department of Psychology, NUI Maynooth.

How Do I Find Out More?

Please contact us‌

Compassionate Communities Project 1st Floor Milford House Milford Care Centre Castletroy, Limerick www.compassionatecommunities.ie Email: k.mcloughlin@milfordcarecentre.ie Phone: 0894667915

Mi

Cen

e ar

rd lfo C

tre

Good Neighbour Partnership

Social and practical support for people living with palliative care needs

Milford Care Centre’s Compassionate Communities Volunteer Application Form All information is treated in confidence. If you are uncomfortable with any question, please leave it blank and we can discuss it when we meet Name: _____________________________________________________________________________________________ Address:___________________________________________________________________________________________ ____________________________________________________________________________________________________ ____________________________________________________________________________________________________ Phone:

Home: ________________________________

Mobile: __________________________________ Email:___________________________________________________ Next of Kin: Contact Number:____________________________________________________________ Occupation: Please tell us a little about your work history

___________________________________________________________________________ ____________________________________________________________________________________________________ ____________________________________________________________________________________________________ ____________________________________________________________________________________________________ ____________________________________________________________________________________________________ Are you currently doing any other forms of voluntary work? Yes ❒ No ❒ Please outline

___________________________________________________________________________ ____________________________________________________________________________________________________ ____________________________________________________________________________________________________

Have you ever done voluntary work before? _________________________________________ Yes â?’ No â?’ Please outline _____________________________________________________________________________________________________ _____________________________________________________________________________________________________ _____________________________________________________________________________________________________ _____________________________________________________________________________________________________ _____________________________________________________________________________________________________ Why would you like to volunteer as a Compassionate Communities Volunteer?

____________________________________________________________________________ _____________________________________________________________________________________________________ _____________________________________________________________________________________________________ _____________________________________________________________________________________________________ What do you hope to gain from volunteering as a Compassionate Communities Volunteer? _____________________________________________________________________________________________________ _____________________________________________________________________________________________________ _____________________________________________________________________________________________________ _____________________________________________________________________________________________________ What attributes / qualities do you feel you feel you will bring to the role of Compassionate Communities Volunteer? _____________________________________________________________________________________________________ _____________________________________________________________________________________________________ _____________________________________________________________________________________________________ _____________________________________________________________________________________________________ _____________________________________________________________________________________________________ What experience (if any) do you have of supporting people living with advanced life limiting illness?

____________________________________________________________________________ _____________________________________________________________________________________________________ _____________________________________________________________________________________________________ _____________________________________________________________________________________________________ _____________________________________________________________________________________________________

Have you experienced a significant loss in the last two years? Yes â?’ No â?’ _____________________________________________________________________________________________________ _____________________________________________________________________________________________________ _____________________________________________________________________________________________________ _____________________________________________________________________________________________________ Is there anything that might affect your participation as a Compassionate Communities Volunteer?

___________________________________________________________________________ _____________________________________________________________________________________________________ _____________________________________________________________________________________________________ _____________________________________________________________________________________________________ _____________________________________________________________________________________________________ _____________________________________________________________________________________________________ Do you have any medical conditions / illness that might affect your work as a Compassionate Communities Volunteer?

___________________________________________________________________________ _____________________________________________________________________________________________________ _____________________________________________________________________________________________________ _____________________________________________________________________________________________________ A Compassionate Communities Volunteer needs to be flexible and available in 8-week cycles.

Please outline your flexibility and availability here.

___________________________________________________________________________ _____________________________________________________________________________________________________ _____________________________________________________________________________________________________ _____________________________________________________________________________________________________ Are you currently involved / associated with any other community based organisation?

___________________________________________________________________________ _____________________________________________________________________________________________________

References The Good Neighbour Partnership will involve contact with people who may be vulnerable.

We have to be very diligent in all our recruitment activities, both for paid staff and volunteers.

We would therefore ask you to provide us with the names of three referees who know you well whom we can contact before we meet you – one of which should be a professional e.g. present employer, nominating organisation, clergyman, solicitor, doctor, teacher or garda.

Name:__________________________________________________________________________________________ Occupation:____________________________________________________________________________________ Address:________________________________________________________________________________________ Phone Number:________________________________________________________________________________ Email:___________________________________________________________________________________________

Name:__________________________________________________________________________________________ Occupation:____________________________________________________________________________________ Address:________________________________________________________________________________________ Phone Number:________________________________________________________________________________ Email:___________________________________________________________________________________________

Name:__________________________________________________________________________________________ Occupation:____________________________________________________________________________________ Address:________________________________________________________________________________________ Phone Number:________________________________________________________________________________ Email:___________________________________________________________________________________________

Please use this space to add any other comments

____________________________________________________________________________ _____________________________________________________________________________________________________ _____________________________________________________________________________________________________ _____________________________________________________________________________________________________ _____________________________________________________________________________________________________

Declaration I declare that the information I have given is, to the best of my knowledge, true and accurate.

I agree to respect the policy of fidelity and confidentiality which operates in Milford Care Centre.

Signed:__________________________________________ Dated:

________________________________

Milford Care Centre will seek Garda Clearance for all people selected to go forward as Compassionate Communities Volunteers Please return this form to: Compassionate Communities Project 1st Floor Milford House Milford Care Centre Castletroy Limerick www.compassionatecommunities.ie k.mcloughlin@milfordcarecentre.ie 0894667915

Appendix C Letter of Invitation to Interview for Volunteers – Template

Mi

Cen

e ar

rd lfo C

tre

Good Neighbour Partnership

Social and practical support for people living with palliative care needs

Insert date here

Dear insert person’s name, Thank you for your application to join the Compassionate Communities Project’s Good Neighbour Partnership as a Compassionate Communities Volunteer. I would like to invite you for an interview on insert date and time here at insert venue here with insert name and titles here of interviewers.

The interview will take approximately 30 minutes and will provide an opportunity for us to meet you, tell you more about the role, discuss what has interested you in volunteering with the project and answer any questions you may have. Based on the outcomes of the interviews, we will then select up to insert number here volunteers, who will be put forward for Garda Clearance and invited to attend a training programme insert training details here.

I look forward to meeting you again at the interview and if you have any questions, or need to change the time of the interview please do contact me on my mobile insert number here, or email insert email here

Yours faithfully,

Insert name here Insert job title here

Appendix D Interview Questions for Compassionate Communities Volunteers

Mi

Cen

e ar

rd lfo C

tre

Good Neighbour Partnership

Social and practical support for people living with palliative care needs

Compassionate Communities Volunteer Interview Questions

1. Can you tell us a little of what you know about Milford? ______________________________________________________________________________________________ ______________________________________________________________________________________________ ______________________________________________________________________________________________ ______________________________________________________________________________________________ 2. What do you know about the GNP? ______________________________________________________________________________________________ ______________________________________________________________________________________________ ______________________________________________________________________________________________ ______________________________________________________________________________________________ 3. Why would you like to volunteers - what do you hope to gain? ______________________________________________________________________________________________ ______________________________________________________________________________________________ ______________________________________________________________________________________________ ______________________________________________________________________________________________

4. What experience (if any) do you have supporting people living with a life limiting illness? ______________________________________________________________________________________________ ______________________________________________________________________________________________ ______________________________________________________________________________________________ ______________________________________________________________________________________________ 5. Can you tell us a little about your own experience of illness / loss - what did you find helpful? ______________________________________________________________________________________________ ______________________________________________________________________________________________ ______________________________________________________________________________________________ ______________________________________________________________________________________________ 6. What attributes does a volunteer require? ______________________________________________________________________________________________ ______________________________________________________________________________________________ ______________________________________________________________________________________________ ______________________________________________________________________________________________ 7. What qualities will you bring to the role? ______________________________________________________________________________________________ ______________________________________________________________________________________________ ______________________________________________________________________________________________ ______________________________________________________________________________________________

8. Why do you think we are using volunteers and not paid staff? ______________________________________________________________________________________________ ______________________________________________________________________________________________ ______________________________________________________________________________________________ ______________________________________________________________________________________________ 9. What do you think will challenge you most? ______________________________________________________________________________________________ ______________________________________________________________________________________________ ______________________________________________________________________________________________ ______________________________________________________________________________________________ 10. What other volunteering experience do you have? ______________________________________________________________________________________________ ______________________________________________________________________________________________ ______________________________________________________________________________________________ ______________________________________________________________________________________________ 11. What availability do you have? ______________________________________________________________________________________________ ______________________________________________________________________________________________ ______________________________________________________________________________________________ ______________________________________________________________________________________________

Appendix E Garda Vetting Application Form

An Garda Síochána Use Only

Reference No.:

An Garda Síochána

GARDA VETTING APPLICATION FORM NOTE TO APPLICANT The Application Form must be completed in full using BLOCK CAPITALS (Please state N/A if details are not applicable) ! Writing must be clear and legible ! Return the completed form to xxxxxxxxxxxxxxxxxxxxxxxxxxx ! Do not send this form to The Garda Central Vetting Unit or to any Garda Station !

To be completed by the Applicant

SURNAME:

PREVIOUS NAME (if any):

FORENAME:

ALIAS:

DATE OF BIRTH:(dd/mm/yy)

PLACE/CITY OF ORIGIN:

HAVE YOU EVER CHANGED YOUR NAME?

Yes

No

IF YES PLEASE STATE FORMER NAME:

Please state all addresses from year of birth to present date House No.

Street

Town

County

Post Code

Country

Year From

Year To

Please Continue Overleaf

Have you ever been convicted of an offence in the Republic of Ireland or elsewhere?

No

Yes DATE

Please provide details COURT

OFFENCE

COURT OUTCOME

DECLARATION OF APPLICANT I, the undersigned, who have applied for a position as a *________________________ hereby authorise An Garda SĂ­ochĂĄna to furnish to _______________________ a statement that there are no convictions against me in the Republic of Ireland or elsewhere, or a statement of convictions and / or prosecutions, successful or not, pending or completed, in the State or elsewhere as the case may be, subject to the administrative filter implemented by the Minister for Justice and Equality on 31st March 2014.

Signature of Applicant: _______________________________ ( ) * this field is mandatory

Date: _________________

______________________________________________________________________________________________

To be completed by xxxxxxxxxxx Line Manager/Contact Person: ____________________________ Location: ________________________ PLEASE PRINT ALSO ( ) Authorised Signatory: _______________________________ PLEASE PRINT ALSO ( ) Authorised Signatory Registration Number: _________

Date:

______________________

To be completed by the Garda Central Vetting Unit Checks were carried out by this office in accordance with current Garda Vetting policy and based on the information supplied in this application form. The results are as indicated below: No convictions Convictions Prosecutions are pending

NOTE : Checks were carried out at this office based on the information supplied. The convictions may apply to the subject of your enquiry. Please verify information disclosed with the applicant.

Signed: __________________________Member I/C

G.C.V.U.

Appendix F Statutory Declaration for Volunteers Awaiting Garda Vetting

STATUTORY DECLARATION I, of (Address) __________________________________________________________________________________________________________ in the County of ________________ aged eighteen years and upwards SOLEMNLY AND SINCERELY DECLARE as follow:1. This Declaration relates to my voluntary post as a ___________________________________________ with Milford Care Centre and to my suitability for volunteering therein.

2. I hereby declare that to the best of my knowledge and belief there is nothing in relation to my conduct, character or personal background of any nature that would adversely affect the position of trust in which I would be placed by virtue of my appointment to the above position.

3. I hereby confirm that I am not subject now to any investigation or pending prosecution by the Garda Siochana or other Police force on a matter that could adversely affect the position of trust in which I would be placed by virtue of my employment or which could adversely affect the effective discharge of my duties.

4. I further declare that I have given my irrevocable consent to Milford Care Centre to make or cause to be made full enquiries with the Central Vetting Unit of An Garda Siochana in relation to my suitability to hold a position with Milford Care Centre. I confirm that during my volunteering I may be subject to re-vetting in compliance with Milford Care Centre policy, or legislative requirements and hereby give my consent to same.

5. I further declare that by making this declaration, I shall undertake, without delay, to notify Milford Care Centre of any conviction received during my volunteering and understand that any such convictions will be subject to a risk assessment by Milford Care Centre.

6. I also declare that I shall undertake, without delay, to notify Milford Care Centre if I become the subject of a Garda Siochana or other Police force investigation into a matter that could adversely affect the position of trust in which I would be placed by virtue of my appointment to the above position or which could adversely affect the effective discharge of the duties of the post.

7. I further declare that I understand, accept and confirm the entitlement of Milford Care Centre to terminate my volunteering where I have omitted to furnish Milford Care Centre with any information relevant to my application or to my continued volunteering, or where I have made any false statement of misrepresentation relevant to this application or my continuing volunteering with Milford Care Centre.

8. I make this Solemn Declaration consciously believing it to be true for the satisfaction of Milford Care Centre and pursuant to the provisions of the Statutory Declarations Act 1938.

Signed: _____________________________________________________________________________________________________________ Print Name: ________________________________________________________________________________________________________ Date: _______________________________________________________________________________________________________________

Appendix G Referee Letter Template

Mi

Social and practical support for people living with palliative care needs

Insert referee name here Insert address here Insert date here Dear insert referee name here, Insert name and address of volunteer here has applied to become a volunteer with Milford Care Centre’s Compassionate Communities Good Neighbour Partnership. This involves visiting people who are in their last year of life at home to determine what their unmet practical needs are.

I would be grateful if you could complete and return (in the envelope provided) the attached reference check to help us ensure the veracity of the information supplied by the volunteer for the safety of our clients and patients.

If you wish to contact me further my number is insert here.

Thank you in advance for the time you have taken to complete this reference request.

Yours sincerely,

Insert name and job title here

tre

Good Neighbour Partnership

Cen

e ar

rd lfo C

Appendix H Sign in Sheet

Social and practical support for people living with palliative care needs

SIGN IN SHEET Module No:

Volunteer Name

Volunteer Signature

tre

Mi

Good Neighbour Partnership

Cen

e ar

rd lfo C

Appendix I Pre Course Evaluation Questionnaires

Mi

Social and practical support for people living with palliative care needs

Pre – Course Evaluation Questionnaires INTRODUCTION Thank you for agreeing to participate in this phase of the INSPIRE study, where we will explore your experience as a Compassionate Community Volunteer engaging in The Good Neighbour Partnership and evaluate the training programme you are attending.

The results of this study will inform the development of a larger study – the INSPIRE study that will assess the effectiveness of a new model of social and practical support for people living with advanced life-limiting illness, at home, in Limerick, Ireland.

Please complete the questionnaires in this pack. It should take about 10 minutes to complete the questions. You will be given a second pack of questionnaires on the final evening of the training programme.

Thank you for your time and if you have any questions please contact one of the facilitators.

tre

Good Neighbour Partnership

Cen

e ar

rd lfo C

SECTION ONE Please complete the following questions: 1.

Please tell us your date of birth: _____/______/______

2.

Are you: Male ❒ Female ❒

KNOWLEDGE OF THE GOOD NEIGHBOUR PARTNERSHIP Please rate your knowledge of the Good Neighbour Partnership, by circling a number on the scale from 1-5 (where 1 - is no knowledge at all and 5 – excellent knowledge).

1 2 3 4 5

No knowledge at all

➞ Excellent Knowledge

SECTION 2 Please rate your confidence/comfort with the following situations, by circling a number on the scale from 1 (not at all confident/comfort) to 5 (extremely confident/comfort).

(1) Introducing yourself to someone you don’t know.

1 2 3 4 5

Not at all confident

➞

Extremely confident or comfortable or comfortable

(2) Talking to people who have an advanced illness and who may be in their last year of life.

1 2 3 4 5

Not at all confident

➞

Extremely confident or comfortable or comfortable

(3) Asking someone what practical and social needs they would like help with.

1 2 3 4 5

Not at all confident

➞

Extremely confident or comfortable or comfortable

(4) Asking someone about their family and community network.

1 2 3 4 5

Not at all confident

➞

Extremely confident or comfortable or comfortable

(5) Approaching a stranger and asking them to help someone who is unwell, with practical and social tasks e.g. cutting the lawn.

1 2 3 4 5

Not at all confident

➞

Extremely confident or comfortable or comfortable

(6) Dealing with an emergency situation in someone’s home e.g. arriving and finding that someone has collapsed.

1 2 3 4 5

Not at all confident

➞

Extremely confident or comfortable or comfortable

(7) Coping with the death of a neighbour who you help out regularly.

1 2 3 4 5

Not at all confident

➞

Extremely confident or comfortable or comfortable

(8) Communicating with a person who has dementia 1 2 3 4 5

Not at all confident

➞

Extremely confident or comfortable or comfortable

(9) Spending time with someone who cries a lot 1 2 3 4 5

Not at all confident

➞

Extremely confident or comfortable or comfortable

(10) Helping someone who is very angry 1 2 3 4 5

Not at all confident

➞

Extremely confident or comfortable or comfortable

(11) Knowing when you need some support 1 2 3 4 5

Not at all confident

➞

Extremely confident or comfortable or comfortable

SECTION 3 For each of the items below, please rate how certain or uncertain you are that you can perform each one, using this scale from 0-10.

0 1 2 3 4 5 6 7 8 9 10

Highly âžž

Moderately âžž Completely Uncertain Certain Certain

Please Insert Rating Here 1. Understand the limits of your role as a volunteer 2. Be sensitive to the needs of the patient and his/her family 3. Buy life insurance (for you) 4. Allow the patient and his or her family to support you 5. Handle the death of a grandparent 6. Listen to the concerns of the dying patient 7. Listen to the family of a dying patient 8. Touch a dead body 9. Identify the concerns of a dying patients and his or her family 10. Communicate with the hospice team about the patient 11. Get a medical check-up (for you)

0 1 2 3 4 5 6 7 8 9 10

Highly âžž

Moderately âžž Completely Uncertain Certain Certain

12. Handle the illness of your child 13. Handle knowing that a family member has a fatal condition 14. Provide physical care for a hospice patient 15. Assist in transporting a hospice patient 16. Prepare your will 17. Run errands for the patient 18. Listen to a news report of multiple deaths 19. Communicate with a dying patient 20. Ask someone close to you if he / she has a terminal illness 21. Allow a patient to communicate fully 22. Purchase your own cemetery plot 23. Cope with the death of your mother 24. Ask whether you have a terminal illness 25. Cope with the death of your father 26. Visit a dying friend 27. Provide emotional support for a patients family 28. Care for the patient so that the family can have some space

0 1 2 3 4 5 6 7 8 9 10

Highly âžž

Moderately âžž Completely Uncertain Certain Certain

29. Go to a morgue 30. Write a living will 31. Understand the philosophy of hospice 32. Plan your funeral service 33. Sign a card to be an organ donor 34. Attend a funeral or wake where the casket is open 35. Understand bereavement and grief 36. Cope with the death of your child 37. Handle the death of your spouse 38. Cope with the death of a friend the same age as you 39. Tolerate spiritual and religious differences 40. Cope with the death of your pet 41. Care for yourself if you are experiencing stress in caring for a dying patient 42. Be with a person at the time of death 43. Be with a person experiencing unpleasant physical symptom 44. Prepay your funeral

SECTION 4 How disturbed or anxious are you by the following aspects of death and dying? Read each item and answer it quickly. Don’t spend too much time thinking about your response. We want you your first impression of how you think right now. Circle the number that best represents your feeling.

Your Own Death Very

Somewhat

Not

1. The total isolation of death.

5

4

3

2

1

2. The shortness of life.

5

4

3

2

1

3. Missing out on so much after you die.

5

4

3

2

1

4. Dying young.

5 4 3 2 1

5. How it will feel to be dead.

5

4

3

2

1

6. Never thinking or experiencing.

5

4

3

2

1

7. The possibility of pain and punishment during life after death.

5

4

3

2

1

8. The disintegration of your body after you die.

5

4

3

2

1

Your Own Dying 1. The physical degeneration involved.

Very 5

Somewhat 4 3 2

Not 1

2. The pain involved in dying.

5

4

3

2

1

3. The intellectual degeneration of old age.

5

4

3

2

1

4. That your abilities will be limited while you lay dying.

5

4

3

2

1

5. The uncertainty as to how bravely you will face the process of dying.

5

4

3

2

1

6. Your lack of control over the process of dying.

5

4

3

2

1

7. The possibility of dying in a hospital away from friends and family. 5

4

3

2

1

8. The grief of others as you lie dying.

4

3

2

1

5

The Death of Others 1. Losing someone close to you.

Very 5

Somewhat 4 3 2

Not 1

2. Having to see the person’s dead body.

5

4

3

2

1

3. Never being able to communicate with the person again.

5

4

3

2

1

4. Regret over not being nicer to the person when he or she was alive.

5

4

3

2

1

5. Growing old alone without the person.

5

4

3

2

1

6. Feeling guilty that you are relieved that the person is dead.

5

4

3

2

1

7. Feeling lonely without the person.

5

4

3

2

1

8. Envious that the person is dead.

5

4

3

2

1

The Dying of Others Very

Somewhat

Not

1. Having to be with someone who is dying.

5

4

3

2

1

2. Having the person want to talk about death with you.

5

4

3

2

1

3. Watching the person suffer from pain.

5

4

3

2

1

4. Having to be the one to tell the person that he / she is dying.

5

4

3

2

1

5. Seeing the physical degeneration of the person’s body.

5

4

3

2

1

6. Not knowing what to do about your grief at losing the person when you are with him or her.

5

4

3

2

1

7. Watching the deterioration of the person’s mental abilities.

5

4

3

2

1

8. Being reminded that you are going to go through the experience also one day.

5

4

3

2

1

Thank you for taking your time to complete these questionnaires.

Appendix J Post Course Evaluation Questionnaires

Post – Course Evaluation Questionnaires INTRODUCTION Thank you for agreeing to participate in this phase of the INSPIRE study, where we will explore your experience as a Compassionate Community Volunteer engaging in The Good Neighbour Partnership and evaluate the training programme you are attending.

The results of this study will inform the development of a larger study – the INSPIRE study that will assess the effectiveness of a new model of social and practical support for people living with advanced life-limiting illness, at home, in Limerick, Ireland.

Please complete the questionnaires in this pack. It should take about 10 minutes to complete the questions. You will be given a second pack of questionnaires on the final evening of the training programme.

Thank you for your time and if you have any questions please contact one of the facilitators.

SECTION ONE Please complete the following questions: 1.

Please tell us your date of birth: _____/______/______

2.

Are you: Male ❒ Female ❒

KNOWLEDGE OF THE GOOD NEIGHBOUR PARTNERSHIP Please rate your knowledge of the Good Neighbour Partnership, by circling a number on the scale from 1-5 (where 1 - is no knowledge at all and 5 – excellent knowledge).

1 2 3 4 5

No knowledge at all

➞ Excellent Knowledge

SECTION 2 Please rate your confidence/comfort with the following situations, by circling a number on the scale from 1 (not at all confident/comfort) to 5 (extremely confident/comfort).

(1) Introducing yourself to someone you don’t know.

1 2 3 4 5

Not at all confident

➞

Extremely confident or comfortable or comfortable

(2) Talking to people who have an advanced illness and who may be in their last year of life.

1 2 3 4 5

Not at all confident

➞

Extremely confident or comfortable or comfortable

(3) Asking someone what practical and social needs they would like help with.

1 2 3 4 5

Not at all confident

➞

Extremely confident or comfortable or comfortable

(4) Asking someone about their family and community network.

1 2 3 4 5

Not at all confident

➞

Extremely confident or comfortable or comfortable

(5) Approaching a stranger and asking them to help someone who is unwell, with practical and social tasks e.g. cutting the lawn.

1 2 3 4 5

Not at all confident

➞

Extremely confident or comfortable or comfortable

(6) Dealing with an emergency situation in someone’s home e.g. arriving and finding that someone has collapsed.

1 2 3 4 5

Not at all confident

➞

Extremely confident or comfortable or comfortable

(7) Coping with the death of a neighbour who you help out regularly.

1 2 3 4 5

Not at all confident

➞

Extremely confident or comfortable or comfortable

(8) Communicating with a person who has dementia 1 2 3 4 5

Not at all confident

➞

Extremely confident or comfortable or comfortable

(9) Spending time with someone who cries a lot 1 2 3 4 5

Not at all confident

➞

Extremely confident or comfortable or comfortable

(10) Helping someone who is very angry 1 2 3 4 5

Not at all confident

➞

Extremely confident or comfortable or comfortable

(11) Knowing when you need some support 1 2 3 4 5

Not at all confident

➞

Extremely confident or comfortable or comfortable

SECTION 3 For each of the items below, please rate how certain or uncertain you are that you can perform each one, using this scale from 0-10.

0 1 2 3 4 5 6 7 8 9 10

Highly âžž

Moderately âžž Completely Uncertain Certain Certain

Please Insert Rating Here 1. Understand the limits of your role as a volunteer 2. Be sensitive to the needs of the patient and his/her family 3. Buy life insurance (for you) 4. Allow the patient and his or her family to support you 5. Handle the death of a grandparent 6. Listen to the concerns of the dying patient 7. Listen to the family of a dying patient 8. Touch a dead body 9. Identify the concerns of a dying patients and his or her family 10. Communicate with the hospice team about the patient 11. Get a medical check-up (for you)

0 1 2 3 4 5 6 7 8 9 10

Highly âžž

Moderately âžž Completely Uncertain Certain Certain

12. Handle the illness of your child 13. Handle knowing that a family member has a fatal condition 14. Provide physical care for a hospice patient 15. Assist in transporting a hospice patient 16. Prepare your will 17. Run errands for the patient 18. Listen to a news report of multiple deaths 19. Communicate with a dying patient 20. Ask someone close to you if he / she has a terminal illness 21. Allow a patient to communicate fully 22. Purchase your own cemetery plot 23. Cope with the death of your mother 24. Ask whether you have a terminal illness 25. Cope with the death of your father 26. Visit a dying friend 27. Provide emotional support for a patients family 28. Care for the patient so that the family can have some space

0 1 2 3 4 5 6 7 8 9 10

Highly âžž

Moderately âžž Completely Uncertain Certain Certain

29. Go to a morgue 30. Write a living will 31. Understand the philosophy of hospice 32. Plan your funeral service 33. Sign a card to be an organ donor 34. Attend a funeral or wake where the casket is open 35. Understand bereavement and grief 36. Cope with the death of your child 37. Handle the death of your spouse 38. Cope with the death of a friend the same age as you 39. Tolerate spiritual and religious differences 40. Cope with the death of your pet 41. Care for yourself if you are experiencing stress in caring for a dying patient 42. Be with a person at the time of death 43. Be with a person experiencing unpleasant physical symptom 44. Prepay your funeral

SECTION 4 How disturbed or anxious are you by the following aspects of death and dying? Read each item and answer it quickly. Don’t spend too much time thinking about your response. We want you your first impression of how you think right now. Circle the number that best represents your feeling.

Your Own Death Very

Somewhat

Not

1. The total isolation of death.

5

4

3

2

1

2. The shortness of life.

5

4

3

2

1

3. Missing out on so much after you die.

5

4

3

2

1

4. Dying young.

5 4 3 2 1

5. How it will feel to be dead.

5

4

3

2

1

6. Never thinking or experiencing.

5

4

3

2

1

7. The possibility of pain and punishment during life after death.

5

4

3

2

1

8. The disintegration of your body after you die.

5

4

3

2

1

Your Own Dying 1. The physical degeneration involved.

Very 5

Somewhat 4 3 2

Not 1

2. The pain involved in dying.

5

4

3

2

1

3. The intellectual degeneration of old age.

5

4

3

2

1

4. That your abilities will be limited while you lay dying.

5

4

3

2

1

5. The uncertainty as to how bravely you will face the process of dying.

5

4

3

2

1

6. Your lack of control over the process of dying.

5

4

3

2

1

7. The possibility of dying in a hospital away from friends and family. 5

4

3

2

1

8. The grief of others as you lie dying.

4

3

2

1

5

The Death of Others 1. Losing someone close to you.

Very 5

Somewhat 4 3 2

Not 1

2. Having to see the person’s dead body.

5

4

3

2

1

3. Never being able to communicate with the person again.

5

4

3

2

1

4. Regret over not being nicer to the person when he or she was alive.

5

4

3

2

1

5. Growing old alone without the person.

5

4

3

2

1

6. Feeling guilty that you are relieved that the person is dead.

5

4

3

2

1

7. Feeling lonely without the person.

5

4

3

2

1

8. Envious that the person is dead.

5

4

3

2

1

The Dying of Others Very

Somewhat

Not

1. Having to be with someone who is dying.

5

4

3

2

1

2. Having the person want to talk about death with you.

5

4

3

2

1

3. Watching the person suffer from pain.

5

4

3

2

1

4. Having to be the one to tell the person that he / she is dying.

5

4

3

2

1

5. Seeing the physical degeneration of the person’s body.

5

4

3

2

1

6. Not knowing what to do about your grief at losing the person when you are with him or her.

5

4

3

2

1

7. Watching the deterioration of the person’s mental abilities.

5

4

3

2

1

8. Being reminded that you are going to go through the experience also one day.

5

4

3

2

1

Thank you for taking your time to complete these questionnaires.

Appendix K Presentation: Overview of Milford Care Centre

Milford Care Centre Supporting the people of the Mid-West

What do people know about / think of MCC?

?

A Mid-West Service

Population: 379,327 (CSO 2011)

Mission We in Milford Care Centre, as a Little Company of Mary Health Care Facility, aim to provide the highest quality of care to patients/residents, family and friends, both in the areas palliative care and services to the older person, as envisaged by Venerable Mary Potter.

Core Values • RESPECT- To treat each person as a unique and valued individual • COMMUNICATION - To be open, honest and sensitive in all our communications • JUSTICE - To be rooted in integrity, honesty and fairness in all we do • COMPASSION - To seek to understand and to care for all with compassion • ACCOUNTABILITY - To provide a professional service that uses resources economically, efficiently and effectively

A little background Mary Potter

(DOB 22/11/1847)

• Fifth child and only daughter of a Catholic mother and Protestant father • Experience of illness congenital heart and lung disease • Father left the family home in 1848, went to Australia, and never returned • Engaged at 19, but broke off after 4 months

• Founded Little Company of Mary in 1877 • 1878 - diagnosed with breast cancer – within 6 months had had a double mastectomy.

• 1888 - St John’s Hospital, Limerick • Died 9/4/1913 • 1923 - Milford House, Limerick • 1928 - first patient admitted.

• 1977 – first hospice beds opened • 1983 – purpose built hospice opened • 1999 – ‘new’ Specialist Palliative care in-patient unit opened

Palliative Care Palliative care is an approach that improves the quality of life of patients and their families facing the problem associated with life-threatening illness, through the prevention and relief of suffering by means of early identification and impeccable assessment and treatment of pain and other problems, physical, psychosocial and spiritual.

Reference: WHO Definition of Palliative Care. World Health Organization. Accessed 2nd February, 2015.

What do Irish People Want?

53% of people have experienced the death of a loved one in the last two years Almost three quarters of people, (74%), wish to be cared for towards the end of their lives at home 82% say their top preference is to be surrounded by loved ones 70% have a preference to be free from pain and have the condition managed by medication.

Reference: Weafer J (2014) IHF

In the Mid West At any one time • Up to 30 patients can be cared for in the inpatient unit • Over 350 patients, and their families, are being supported at home The majority of patients admitted to the ‘hospice’ are discharged home.

Only 12% of patients died in an Acute Hospital. The national figure was 38%.

What people said

• “They are very good to Mam. It's not just about relieving her pain. They come in and talk to her. She enjoys their visits. They pick her up when she is feeling down … Her recent visit to Milford was wonderful. She got the best care provided.”

• “She was so relaxed when she first arrived, she immediately put the whole family at ease. However, when things got really serious and emotional, she had our full confidence that we were going to be supported no matter how bad things got...”

Reference: McKay et al (2011) 'An Evaluation of the Hospice at Home Service Delivered by Milford Care Centre'; UL / MCC

Benefits of a developed SPC Service

• Earlier referrals in the Mid West evidence this leads to fewer high cost interventions and a better quality of life • Fewer admissions to acute hospital • More people supported in their normal place of care

Summary • Providing skilled, compassionate specialist palliative care of the highest quality to the people of the Mid West • Supporting patients and their families • Supporting Communities

Appendix L Presentation: Compassionate Communities Project Overview

FROM SERVICE PROVISION TO COMMUNITY ENABLEMENT A Public Health Approach to Palliative Care

“Once upon a time…”

28,000 people die 1 in 4 die at home

IT MAKES SENSE  

Death, dying, loss and care affect everybody and are not just issues relevant to health and social care professionals.

The experiences of death, dying, loss and care bring with them additional personal, health and social costs which are preventable and/or relievable if the right supports are available in the right place at the right time.  

The majority of people living and eventually dying from advanced life limiting illnesses spend the greater part of their time at home being cared for and supported by family members, friends and neighbours.  

 

 

 

Specialist Palliative Care Services developed historically in response to the care needs of those affected by and dying from cancer. Between 80% and 90% of patients cared for by these services have a cancer diagnosis. But the majority of people in Ireland do not die from cancer and many have limited access to Specialist Palliative Care Services.

Many people feel unprepared when faced with the experiences of advanced, life-limiting illnesses, death and bereavement and are uncertain as how to offer support and assistance.

Specialist Palliative Care Services have accumulated a wide range of skills, knowledge, expertise and information which are transferable to non-specialist settings, including the community and general public.

What is it like for people like Bill living with an advanced illness and facing death, who spend most of their last year of life at home, in their community with family and friends?

“I think we must look at the social context of dying in Ireland today. In Ireland death has been sanitised, put in the closet, so to speak. Until lately, speaking about death had almost become a taboo subject, resulting in a similar denial and fear of death that is prevalent throughout the Western World”.

–Carroll, 2010, Forum on End of Life

SO WHAT DOES THAT MEAN FOR MILFORD?

The difficulty in talking about death, dying and bereavement (particularly to children).

The experience that the emotional impact of loss is often unacknowledged.

The cumulative and intense nature of the loss experienced by local communities particularly as a result of the number of young people who had died in tragic circumstances..

“She went up to the cemetery; she said every second grave at least was a young person. I suppose it’s only when you look at the bigger picture because in some ways bereavement is a personal thing because it’s just what happens around your circle. When you see all the circles and you see them together, it’s shocking”.

The recognition of death as profound and mysterious and the comfort and support found . in religious faith and belief in an afterlife.

Brereton, M. (2012). Report on the evaluation of Milford Care Centre’s Compassionate Communities Project. Available at http://www.compassionatecommunities.ie/#!reports/c1aq2

Irish society was regarded as generally supportive of recently bereaved people. Ritual and remembrance of the dead were seen as important and as expressions of community solidarity for the bereaved.

Concern that bereaved people are not always allowed sufficient time and space to grieve, and that sometimes social and practical support are withdrawn too soon.

“Often around death there is a huge fuss at the time and there is quiet an intense kind of thing that goes on maybe for a few days or a week, but it is shocking then how much that is replaced by absolutely no intervention … there was a massive fuss. But then that just absolutely evaporated and then there was nothing”.

Immediate family and friends were seen as the most important sources of support for people living with a life limiting illness.

But sometimes people don’t know what to say or what to do.

‘How do we use the experience and knowledge of the Specialist Palliative Care Service to support communities, groups and individuals to enhance the social, emotional and practical support available to those living with a lifethreatening illness, those facing loss and those experiencing bereavement?’ McLoughlin, Rhatigan, Richardson 2011

WHAT IS HEALTH? • Health is more than just the absence of disease or disability • Health is created in communities that attend to the richness of human experience • A healthy environment is a fundamental requirement for health • Strategies to address health needs involve much more than simply providing “health services”.

OTTAWA CHARTER HEALTH PROMOTION 1986 In promoting health we should .....

• • • • •

Build public policies that support health Create supportive environments Strengthen community action Develop personal skills Reorient health services

SO HOW CAN WE APPLY THAT TO DEATH? • Provide education and information for health, death and dying • Provide social supports, both personal and communal • Encourage interpersonal reorientation • Encourage reorientation of palliative care services • Combat death-denying health policies and attitudes

THE COMPASSIONATE COMMUNITIES PROJECT • An initiative of Milford Care Centre • We are here to support people in the Mid-West to think a

little differently about death, to encourage people to plan ahead, talk with others and offer practical support within the community to those facing the end of life.

• A small change in our attitude toward death can make a big difference to how we live.

BUT HOW ARE YOU GOING TO MEASURE IT?

% of people who had taken NO action regarding issues associated with death, dying, loss and care e.g. Drawing up a will, thinking about who will attend their funeral, considered organ donation etc IHF 2014, Weafer Study.

100 75 50

54

51

25 0

Nationally

Mid-West

41 Familiar with CCP

SO WHAT NEXT?

The Partnership can find additional help for things like walking the dog, doing the shopping, collecting a prescription, going to the library, filling a coal bucket, lighting the fire, mowing the lawn, making a snack, tidying up or sitting with a person who needs a break.

Can assist a person affected by advanced illness, and their family, to find the extra social and practical support that they may need from within their community by making links with those living close-by who would like to offer help.

PRIMARY OBJECTIVES

To determine whether this new model of care can:

reduce unmet need for instrumental activities of daily living;

reduce unplanned health service utilisation;

improve overall quality of life (including social connectedness and psychosocial wellbeing);

increase the size of, and shift dependencies, within social networks;

alleviate caregiver burden.

SECONDARY OBJECTIVES

Develop, implement and evaluate a brief training programme that will be delivered to Compassionate Communities Volunteers prior to the implementation of the Good Neighbour Partnership; Assess the impact of participation on volunteer’s death anxiety and confidence communicating with people living with a life limiting illness; Conduct a process evaluation, examining the feasibility and acceptability of the model of care from all perspectives (patient, carer, health professional and volunteer).

Appendix M Handout: Characteristics of Helpful and Unhelpful People

Characteristics of Helpful Person

Unhelpful Person

Appendix N Presentation: Core Conditions and Listening Skills


 Communication Skills, Boundaries & Confidentiality Good Neighbour Partnership 3rd February 2015

The core conditions

Unconditional Positive Regard

Empathy

Congruence

The necessary and sufficient conditions for therapeutic change

Reference: Rogers, C. R. (1961). On becoming a person. Boston: Houghton Mifflin

Unconditional Positive Regard • A deep and genuine caring for the other person.

Caring is a core condition for healing.

• Respecting and honouring the uniqueness and integrity of the other as a person in the process of becoming.

(A person with potential) • Caring in an non-possessive rather than a conditional way.

I do not accept the other person only when he/she is behaving in certain ways.

Unconditionally means accepting without reservations, and without evaluation ‌ This attitude can only come from respect for people and a genuine desire to help anybody who is in need or in trouble.

It is translated into courtesy, patience, willingness to listen in a non-critical way to what the other may complain of, request, or reveal about himself/herself.

Empathy: The ability to obtain an accurate and sensitive understanding of the experience and feelings of the other, and the significance which these have for them.

To sense the others private world as if it were your own.

A deeply personal, sensitive understanding of the other person from their own perspective.

Essentially a wanting/desiring to understand.

Congruence The ability to bring your total personality to bear on the relationship with the other person.

Being your true self.

Congruence excludes any pretence of acting or being what one s not: it implies honesty, candour, self awareness and self acceptance and precludes any element of role playing.

Genuineness: “To thine own self be true�

Active Listening Active listening – giving your complete attention to the person speaking, suspending your own concerns to focus on them: listening to the whole person.

Aim to be present through posture, eye contact and responses.

Need to do more than indicate through your nonverbal presence that you are listening. Also have to respond appropriately in order to show that you have understood what the other is saying and understood how they are experiencing their situation. (Empathy)

Listening attentively means that you should be able to hear: • The content (words and story) • The feelings behind or connected to the content • What is only half-said • What is not said • Silences • Cues that indicate underlying but unexpressed concerns, fears, worries or distress.

Appendix O Confidentiality Policy and Declaration of Confidentiality

Mi

Social and practical support for people living with palliative care needs

CONFIDENTIALITY POLICY FOR COMPASSIONATE COMMUNITIES VOLUNTEERS Milford Care Centre’s Compassionate Communities Good Neighbour Partnership recognises that patients, families and all others with whom we have contact (Designated Person)* have a right to have information about them kept confidential and that this is essential for maintaining their trust in the partnership and for running the project. No information regarding a DP shall be given directly or indirectly to any third party without that person’s prior expressed consent to disclose such information.

It is imperative that all volunteers are aware of the need for confidentiality, and respect and maintain it, at all times.

This policy is binding and adhering to it is a condition of being a volunteer for The Good Neighbour Partnership and breaches by a volunteer may lead to them being asked to leave.

Information obtained other than through work with Compassionate Communities Good Neighbour Partnership Confidential information obtained about DPs by volunteers in a capacity other than as a volunteer with the Good Neighbour Partnership (e.g. by gossip or through work in another agency or about one DP from another) should not enter the Compassionate Communities Good Neighbour information system, unless non-disclosure would pose a serious risk to health and safety.

Information gained by gossip, hearsay or by breach of confidentiality elsewhere should still be treated as confidential information.

Information obtained through the work of Compassionate Communities Information obtained about a DP through the work of the Compassionate Communities Project may be shared among volunteers on a need to know basis and will only be disclosed outside with the consent of the DP or for medical emergencies.

All efforts should be made to ensure that for any information released that the DP has given permission.

*(For purposes of this policy the term ‘Designated Person’ (DP) is defined as anyone who approaches Compassionate Communities volunteers for information, advice or any other service whether on their own behalf, or on the behalf of another).

tre

Good Neighbour Partnership

Cen

e ar

rd lfo C

Dos and Don’ts

✗ Do Not: ›› Mention DP’s names or addresses in general conversation or in a public place where you might be overheard. ›› Discuss with others any medical information that you may have learned about a DP. ›› Discuss with others the private affairs of DP. ›› Leave messages on an answer phone other than to tell the DP you will phone back later.

✓ Do: Contact the Co-ordinator if you have any concerns or feel you need to discuss any aspect of your visits or your DP’s welfare.

All volunteers must sign two copies of The Compassionate Communities Good Neighbour Partnership “Declaration of Confidentiality” form before they commence any kind of work for the project. The volunteer retains one copy and the other copy is stored in the volunteer’s Project file.

Mi

Social and practical support for people living with palliative care needs

DECLARATION OF CONFIDENTIALITY FOR COMPASSIONATE COMMUNITIES VOLUNTEERS As a volunteer, you may have access to highly confidential information concerning individuals using Milford Care Centre’s Compassionate Communities Good Neighbour Partnership, their families, their visitors, staff or other health services. It is essential that confidentiality is observed by all.

I, ________________________________________________hereby declare that I will hold in strict confidence any personal information concerning persons who may be known to me during the exercise of my duties as a volunteer for Milford Care Centre’s Compassionate Communities Good Neighbour Partnership and that I will not divulge such information to any unauthorised person nor discuss it with others in any public place.

I understand that such confidential or personal information includes a person’s diagnosis and treatment, and any other particulars relating to them that they may share with me.

I understand also that the disclosure to unauthorised persons of confidential information concerning any person is classified as gross misconduct and may lead to my being asked to leave my volunteer role.

Volunteer Signature: _________________________________________________________________________________ Print Name:___________________________________________________________________________________________ Dated: ________________________________________________________________________________________________ Witness by: ___________________________________________________________________________________________ Print Name: __________________________________________________________________________________________ Dated: ________________________________________________________________________________________________

tre

Good Neighbour Partnership

Cen

e ar

rd lfo C

Appendix P Boundaries Questionnaire

When to Say ‘Yes’ and When to Say ‘No’ as Compassionate Communities Volunteers As a Compassionate Communities Volunteer, which of the following behaviours do you feel that it is ok for you to do, which do you feel you should never do and what behaviours are you unsure about? Please place a tick in the box.

Should Never Do Accept a gift from a patient or family Buy a gift for a patient or family Accept money from a patient or family Lend money to a patient or family Lend personal belongings to a patient or family Share personal / intimate information about yourself with a patient or family, unrelated to your previous personal experience(s) with the death(s) of a loved one(s) Share personal/intimate information with a patient or family about your personal experience(s) with the death(s) of a loved one(s) Share personal/intimate information with a patient or family about your previous personal experience(s) with the death(s) of a patient(s) you have supported and cared for as a volunteer Give your phone number to a patient or family Stay with a patient or family for longer than your agreed time (e.g. 8 hours instead of 4 or overnight) Invite a patient or family member(s) to join you in an activity or party outside of your volunteer assignment Accept an invitation from a patient or family member(s) to a family activity or party

Unsure

OK

Should Never Do Give a business card to a patient or family Break down emotionally in front of a patient or family member(s) Discuss a patient’s diagnosis or prognosis with a family member(s) e.g. the patient’s 6 year old daughter who wants to know if her mother is going to die Agree to be a patient’s power of attorney Agree to sign a patient’s will as a witness Attend/go into a patient’s medical appointment Discuss / talk about a patient or family with others in the community Provide opinions or advice to a patient or family (e.g. on care, funeral options, and other issues) Do jobs around the patient’s home that the patient or family is unable to do e.g. minor repairs Provide medical care (e.g. give medications) to a patient who was very uncomfortable Discuss assisted suicide with a patient Provide clothes, toys or meals to a patient or family Disclose information about other members of the care team (e.g. share gossip about doctors or nurses) to a patient or family Attempt to “save” or “convert” a patient to a particular religious belief before he / she dies Stay connected (e.g. continually visit informally – not as a bereavement volunteer) with a family following a patient’s death.

Please add here any other situations you might be unsure about handling.

Unsure

OK

Appendix Q Boundaries Guideline

Cen

Mi

e ar

rd lfo C

tre

Good Neighbour Partnership

Social and practical support for people living with palliative care needs

Ethical Standards and Behaviour - A Guide for Volunteers The Good Neighbour Partnership is one of three core areas of activity of the Compassionate Communities Project. The aims of the Good Neighbourhood Partnership are:

1. To enable people living with palliative care needs in the community to identify their social and practical needs and,

2. to enable the social and practical needs to be met from within the person’s circle of community.

The Good Neighbour Partnership endeavours to find help from within the community to respond to the needs of persons and families affected by advanced illness, e.g. walking the dog, shopping, collecting prescriptions, going to library etc. It doesn’t involve providing personal care, physical care, heavy lifting of people or objects and cannot help with medical or financial matters.

Ethical or normative standards are the generally accepted rules of conduct that govern society. Ethical theories have been described and evolved to as a means of applying logic and analysis to ethical dilemmas.

What Is an Ethical Dilemma? Firstly, situations that are uncomfortable but that don’t require a choice are not ethical dilemmas. There are three conditions that must be present for a situation to be considered an ethical dilemma; ›› Firstly a situation occurs when a person must make a decision about which course of action is best. ›› The second condition is that there must be different courses of action to choose from. ›› The third condition in an ethical dilemma, no matter what course of action is taken, some ethical principle is compromised.

In other words, there is no perfect solution. In attempting to resolve an ethical dilemma in practice one should determine if it is an absolute or approximate dilemma; distinguish between personal and professional dimensions; and identify the ethical, moral, legal, and values considerations in the situation. After conducting this preliminary analysis, an ethical decision-making model can then be appropriately applied, e.g. the 12 question model of Ethicist Laura Nash: 1. Have you defined the problem accurately?

2. How would you define the problem if you stood at the other side of the fence?

3. How did this situation arise in the first place?

4. To whom and what do you give your loyalties as a person and a member of a corporation?

5. What is your intention in making this decision?

6. How does this intention compare with the likely results?

7. Whom could your decision or action injure?

8. Can you engage the affected parties in a discussion of the problem before you make your decision?

9. Are you confident that your decision will be as valid over a long period of time?

10. Could you disclose without qualms your decision or action to your boss, family or society as a whole?

11. What is the symbolic potential of your action if understood? If misunderstood?

12. Under what conditions would you allow exceptions to your stand?

Professional Ethics: What relevant standards and expectations are outlined in the declaration of ethical standards of the good neighbour partnership?

Personal Values: What relevant personal values apply in this case and where did they originate?

Laws & Policy: Legal obligations usually supersede professional ethics.

Moral Behaviour: how does my behaviour affect my relationship with others? What would I want done in a situation like this? If there is a conflict between professional and personal values seek advice and reflect on how to manage personal values so as to allow professional ethics to guide.

Declaration of Ethical Standards (When to Say ‘Yes’ and When to say ‘No’ as Compassionate Communities Volunteers) As a volunteer, you may from time to time be confronted with situations where the response or action is very clear within the documents ‘UNDERSTANDING THE GOOD NEIGHBOUR PARTNERSHIP’ and the ‘DECLARATION OF CONFIDENTIALITY’. On occasions, however, it is likely you will be presented with or find yourself in a situation where the response is not entirely clear. Indeed, in many situations there is a not a simple option between right and wrong; the options are not clear-cut, and all of them can be justified in some sense. At all times you must bear in mind that your action as a volunteer of the Good Neighbour Partnership has the potential to impact in a positive / negative way on the Compassionate Communities Project and Milford Care Centre. With this in mind the management of boundaries is particularly important in enabling you, the volunteer, to remain strictly within your role.

I _______________________________, as a volunteer of the Good Neighbour Partnership undertake to fulfil the aims of the Good Neighbour Partnership and to uphold the trust of those who allow privileged access to their home. As a volunteer I recognise that the following behaviour is wholly unacceptable and that a breach may result in my being asked to leave my volunteer role;

Accept money from a patient or family

Lend money to a patient or family

Share personal / intimate information about yourself with a patient or family, unrelated to your previous personal experience(s) with the death(s) of a loved one(s)

Share personal/intimate information with a patient or family about your previous personal experience(s) with the death(s) of a patient(s) you have supported and cared for as a volunteer

Give a business card to a patient or family

Discuss a patient’s diagnosis or prognosis with a family member(s)

Agree to be a patient’s power of attorney

Agree to sign a patient’s will as a witness

Discuss / talk about a patient / family with others in the community

Discuss assisted suicide with a patient

Provide opinions /advice to a patient or family (e.g. on care, funeral options, and other issues)

Provide medical care (e.g. give medications) to a patient who was very uncomfortable

Disclose information about other members of the care team (e.g. share gossip about doctors or nurses) to a patient or family

Attempt to “save” or “convert” a patient to a particular religious belief before he / she dies

I also recognise that there may be situations such as those listed below and others that may be less clear-cut. In those situations I undertake to seek advice from the Management Team of the Good Neighbour Partnership before taking any action; Accept a gift from a patient or family

Buy a gift for a patient or family

Lend personal belongings to a patient or family

Give your phone number to a patient or family

Share personal/intimate information with a patient/ family about your personal experience(s) with the death(s) of a loved one(s)

Stay with a patient or family for longer than your agreed time (e.g. 8 hours instead of 4 or overnight)

Invite a patient or family member(s) to join you in an activity or party outside of your volunteer assignment

Accept an invitation from a patient or family member(s) to a family activity or party

Break down emotionally in front of a patient or family member(s)

Attend/go into a patient’s medical appointment

Do jobs around the patient’s home that the patient or family is unable to do e.g. minor repairs

Provide clothes, toys or meals to a patient or family

Stay connected (e.g. continually visit informally – not as a bereavement volunteer) with a family following a patient’s death.

Questions re decisions / care of animals or pets

Volunteer Signature:_________________________Witness by:______________________________________

Print Name:___________________________________Print Name:______________________________________

Dated:________________________________________Dated:___________________________________________

Appendix R Screening and Assessment Forms

Mi

Social and practical support for people living with palliative care needs

Good Neighbour Partnership Referral Form The Good Neighbour Partnership is available to support people living at home with palliative care needs in Limerick City and County, who may be in their last year of life who have unmet social and practical needs.

If you are working with a person who meets the criteria above and they have agreed to receive support from the Good Neighbour Partnership, please complete this referral form and return it to: Dr Kathleen McLoughlin Compassionate Communities Project Co-ordinator Milford Care Centre Castletroy Limerick k.mcloughlin@milfordcarecentre.ie Tel: 089 466 7915 We will screen the referral and a volunteer will make contact with the person within 2 working days of receipt.

About You – The Person Making the Referral Name:__________________________________________________________________________________________ Job Title:________________________________________________________________________________________ Work Address:__________________________________________________________________________________ _________________________________________________________________________________________________ Phone Number:________________________________________________________________________________ Email:___________________________________________________________________________________________

Have you discussed this referral with the person and/or their family? Yes ❒ No ❒ If no, please do so before making the referral.

Is the person / family open to receiving support from the Good Neighbour Partnership Yes ❒ No ❒

tre

Good Neighbour Partnership

Cen

e ar

rd lfo C

About the Person Requiring Support Name:__________________________________________________________________________________________ Address:________________________________________________________________________________________ _________________________________________________________________________________________________ Telephone Number:____________________________________________________________________________ Preferred Time of Day To Be Contacted:______________________________________________________ Date of Birth:___________________________________________________________________________________ GP Name:_______________________________________________________________________________________ GP Address:____________________________________________________________________________________ GP Telephone Number:________________________________________________________________________ Next of Kin / Main Carer Name:________________________________________________________________ Address:________________________________________________________________________________________ _________________________________________________________________________________________________ _________________________________________________________________________________________________ Telephone Number:____________________________________________________________________________ Primary Diagnosis:_____________________________________________________________________________ Does the Person Have A Cognitive Impairment: Yes ❒ No ❒ If yes please provide details here:_____________________________________________________________ What practical and social needs are you aware of that need to be addressed: We can help with things like: ❒❒ Shopping

❒ Collecting Prescriptions

❒❒ Lighting a fire

❒ Light gardening

❒❒ Meals

❒ Help with pets

❒❒ Transportation (e.g. to medical appointments, town or church) ❒❒ Writing letters / non-legal forms ❒❒ Befriending – someone to chat with, read the paper ❒❒ Sitting with a person whilst a family member takes a break ❒❒ Small household repairs e.g. change a light bulb, replace a handle on a cupboard ❒❒ Light housework e.g. changing the linen, hanging out washing, cleaning windows Other (please specify): _________________________________________________________________________

Is there any background information that the Good Neighbour Partnership needs to be made aware of at this stage, regarding the person referred Yes ❒ No ❒

If yes, please provide details here: _________________________________________________________________________________________________ _________________________________________________________________________________________________ _________________________________________________________________________________________________

Signature:______________________________Date of Referral:________________________________________

OFFICE USE ONLY Date Referral Received:______________________________________________________________________ Name Volunteer Assigned:__________________________________________________________________ Date Assigned:_______________________________________________________________________________ Date Volunteer Contacted Person:__________________________________________________________ Outcome Of Contact:________________________________________________________________________ Date Of First Visit:____________________________________________________________________________ Receiving 8 Weeks Of Support: Yes ❒ No ❒

Appendix S Assessment Forms and Phone Record

Good Neighbour Partnership Initial Assessment

Volunteer’s Name: ______________________________________ ___________________________________________________ Volunteer’s Contact Details (Phone): ______________________________________________________________________ Name of Person Requesting Support: ____________________________________________________________________ Contact Details (Address and Phone): _____________________________________________________________________ Family Link Person Name (if applicable): ________________________________ _________________________________ Contact Details (Address and Phone if applicable): _______________________________________________________ Referred Via: ______________________________________________________________________________________________ Contact Details (Phone): __________________________________________________________________________________ Does the person need assistance with any of the following: ❒ Help with pets ❒ Shopping ❒ Collecting Prescriptions ❒ Going to town ❒ Transportation to hospital / medical appts ❒ Transportation (Other) ❒ Lighting a fire ❒ Gardening ❒ Meals ❒ Writing letters / non-legal forms ❒ Befriending – someone to chat with, read the paper ❒ Sit with a person whilst a family member takes a break ❒ Small household repairs e.g. change a light bulb, handle on a cupboard ❒ Light housework e.g. changing the linen, hanging out washing, cleaning windows Other – Please specify: ___________________________________________________________________________________ What are the five agreed most important practical/social needs that have been discussed during this visit that can be met by the Good Neighbour Partnership (GNP)?

1. __________________________________________________________________________________________________________ 2. __________________________________________________________________________________________________________ 3. __________________________________________________________________________________________________________ 4. __________________________________________________________________________________________________________ 5. __________________________________________________________________________________________________________ If any issues have been identified that are outside the remit of the GNP but need to be addressed, please record them here and flag them with the GNP Co-ordinator. _____________________________________________________________________________________________________________ _____________________________________________________________________________________________________________

Assessment of Social Network

Does the person have any of the following people, living nearby, who they would be happy to ask to help them with the needs they have identified?

Details here 1. Spouse or partner

Yes ❒

No ❒

_________________________________________

2. Parents

Yes ❒

No ❒

_________________________________________

3. Children

Yes ❒

No ❒

_________________________________________

4. Grandchildren

Yes ❒

No ❒

_________________________________________

5. Other Relatives

Yes ❒

No ❒

________________________________________

6. Co-workers

Yes ❒

No ❒

_________________________________________

7. Friends

Yes ❒

No ❒

_________________________________________

8. Neighbours (known to the person)

Yes ❒

No ❒

_________________________________________

9. Neighbours (not known to the person)

Yes ❒

No ❒

_________________________________________

10. Other (Please specify)

Yes ❒

No ❒

_________________________________________

Is there anything that the people identified above need to be made aware of e.g. presence of a pet; person with limited mobility who requires additional time to answer phone / door; person has a cognitive impairment; person has allergies. Please note here: _____________________________________________________________________________________________________________ _____________________________________________________________________________________________________________ _____________________________________________________________________________________________________________ _____________________________________________________________________________________________________________

Agreed Plan of Action

Need Identified

Name & Contact Details of Person Identified to Assist

Role in Social Points to Note Network (insert number)

1. ________________________________________________________________________________________________________ 2. ________________________________________________________________________________________________________ 3. ________________________________________________________________________________________________________ 4. ________________________________________________________________________________________________________ 5. ________________________________________________________________________________________________________ As the Compassionate Communities Volunteer assigned to Milford Care Centre’s Compassionate Communities Good Neighbour Partnership, I will endeavor to make contact with those people outlined on the action plan, to help with your needs as identified, within the next 72 hours.

I will contact you within 72 hours by phone / visit to discuss what has been agreed.

Signed:____________________________________________________________________________________ Name (Print): _____________________________________________________________________________ If you need to contact me, my mobile number is: ______________________________________ If you need to speak to the project co-ordinator, please contact Kathleen McLoughlin 089 466 7915 The Good Neighbour Partnership is an initiative of Milford Care Centre’s Compassionate Communities Project supported by Maynooth University, the All Ireland Institute of Hospice and Palliative Care, The Irish Cancer Society and The Irish Hospice Foundation.

Appendix T Good Neighbour Agreement, Record of Hours and Handling Money Forms

Mi

Social and practical support for people living with palliative care needs

Good Neighbour Agreement Form The Good Neighbour Partnership is an initiative of Milford Care Centre’s Compassionate Communities Project whose aim is to link people with advanced (palliative) illness living at home who have unmet social and practical needs with those in their community who are able to offer voluntary support.

I wish to confirm that I am happy to offer support in a spirit of good neighbourliness to _________________________________________________________________________________________________ (insert person’s name, address and contact details)

whom I understand is affected by advanced illness.

I am happy to offer support by undertaking the following: _________________________________________________________________________________________________ _________________________________________________________________________________________________ (Insert task: number of times per day / week / month - delete as appropriate).

I fully understand that providing support to is entirely free and voluntary, that I am ‘lending a hand’ as a ‘good neighbour’ and that my participation is as an act of good-will.

I undertake to fully respect the privacy and dignity of _____________________________________________________________________________________________________________________ (insert person’s name)

and their family at all times. I also agree to keep a record on the form provided of the date and details of task(s) carried out by me on their behalf.

In the event that I am unable to complete a task as agreed, I will contact the Compassionate Communities Volunteer: _________________________________________________________________________________________________ (Insert name and contact details here).

tre

Good Neighbour Partnership

Cen

e ar

rd lfo C

Disclaimer Those offering support do so as an act of neighbourliness and at their own risk. In so far as permitted by law, none of the organisers, funders or recipients of Milford Care Centre’s Compassionate Communities Good Neighbour Partnership shall in any way be liable or responsible for any personal injury to those offering support or any other person; nor shall they be liable for any theft or damage to personal property arising in the course of or during the time spent offering support.

By signing this form: You acknowledge that you are responsible for your own health and safety and that you are capable of the activity involved.

You confirm that you are fully responsible for your own belongings and property at all times.

You understand that tasks are completed as a gesture of good will and with no expectation of payment or any other personal gain.

I have read and understood this disclaimer and accept the responsibilities set out in it.

Signature: ______________________________________________________________________________ Name: __________________________________________________________________________________ Address: ________________________________________________________________________________ _________________________________________________________________________________________ Contact Number(s): _____________________________________________________________________ Email: __________________________________________________________________________________

Witness: ________________________________________________________________________________ Date: ___________________________________________________________________________________

Appendix U Case Study

Mi

Cen

e ar

rd lfo C

tre

Good Neighbour Partnership

Social and practical support for people living with palliative care needs

Case Study Background

Mary Carroll is a 67-year old woman, married to Tom, living in Newcastlewest with advanced cancer. On her last visit from the Milford Care Centre Hospice at Home Nurse, it was agreed that Mary would benefit from the support of the Good Neighbour Partnership. The nurse makes a referral, with Mary’s consent, to the Good Neighbour Partnership Co-ordinator, Kathy.

Kathy has reviewed Mary’s referral form – and it says that Mary would like some support with household tasks so that she can spend some more time with Tom.

Point to Note: The referral form will ask the person to indicate where possible what support they would like. The detail of which may vary depending on how well the person / staff member completes the form Kathy contacts you and asks if you are available to work with Mary to address these needs. You agree. Whilst you live in the same town as Mary, you don’t know her, other than to perhaps see her in town shopping. During the phone call Kathy says that Mary would like some help around the house but no further detail was given on the referral form.

Point to Note: You will be contacted by the Co-ordinator by telephone when a person requires your support. You will usually only be allocated one person at a time. If you are going away, please let us know, so that we know you will be unavailable.

Point to Note: The evidence suggests that the initiative may be slow to start, don’t be discouraged if you haven’t been allocated a person immediately. It might take 12 months before you are assigned someone.

Point to Note: It is important for both you as a volunteer and the person requesting support, that you are both comfortable (as can be expected) working together. Therefore, please tell us if there are any reasons why it might not be appropriate for you to be matched with a person when we call. Please also let us know as soon as possible, if there is any situation where you would be absolutely unable to support the person (e.g. if a person smokes; has a cognitive impairment; has a pet etc).

Kathy, with your agreement, contacts Mary and advises her that a Compassionate Communities Volunteer (you) is available to help them. Kathy shares your full name with Mary and asks Mary if it is ok to give you her contact details. Kathy explains that you will be in touch within the next 24 hours by phone to arrange a good time to meet. The meeting will take place within the next 72 hours and Kathy will be going with you to the first meeting, as this is a pilot.

Point to Note: As this is a pilot, we are being very strict with timeframes to ensure that (a) we meet a person’s needs in a timely manner as requested by the Hospice at Home Team and (b) so that we can make comparisons for research purposes. Therefore you must be able to contact your allocated person by phone within 24 hours of confirmation and to visit within 72 hours.

Point to Note: As this is a pilot, the co-ordinator (or Head of Therapies and Social Care in the event that they are unavailable) will go with you to all visits with your first assigned person. This is being done to support you as a volunteer, give you feedback on the visit and to observe the process so that we can learn from it to strengthen the initiative.

Any Questions about this stage of the process?

Your Initial Phone Contact Kathy calls you and gives you Mary’s contact details. You call her to arrange your first meeting.

It might go something like this…

You: “Hello, could I speak with Mary Carroll please?”

Mary: “Yes, I’m Mary, who’s that?”

You: “Hello Mary, my name is Ted Baker, I am a volunteer working with the Good Neighbour Partnership. Is now a good time for you to talk?

Mary: “Yes, it’s ok, what’s this all about?”

You: “I understand that you have been speaking with Kathy about the Good Neighbour Partnership this morning, and that you would like me to visit you, to talk about how the Partnership can help you get a few things done around the house” Mary: “Errr….Yes, that’s right. I don’t want to be a nuisance to you but when the nurse said that someone might be able to help, I thought it would be for the best”.

You: “Yes, I am sure that we will be able to help you with some things. Would it suit you anytime tomorrow or perhaps the day after for us to meet to talk about what needs doing?”

Mary: “Well I have my sister calling tomorrow, how about Thursday afternoon around 2pm? Do I need to get out to you?”

You: “Thursday afternoon is good for me, can we say 2.30pm as that would work for me. I’ll call out to you Mary, to save you the hassle of travelling if that is better for you? It’ll probably take about an hour to go over everything. Is that ok?”

Mary: “Oh, so you’ll come to me, I had better tidy up the place so (Laughs nervously). Ok, 2.30 you say, that’s fine.”

You: “You don’t need to go to any trouble for me Mary at all. I don’t need you to do any cleaning for me! I’ll be there at 2.30pm on Thursday 16th March then. Do you have a pen Mary – I’ll give you my mobile number…in case you need to contact me before then for any reason”.

Mary: “Ok, what is it?”

You: “0867474747 did you get that?”

Mary: “Yes, thank you. I’ll see you Thursday then”.

You: “Yes, we’ll meet at your house, on Thursday at 2.30 and I will be with the project co-ordinator Kathy too, if that is ok with you?”

Mary: “Yes, no problem, see you then”.

You: “Yes, see you Thursday at 2.30. Looking forward to it. Goodbye”.

You then contact Kathy to confirm the time, date and venue of the meeting. You agree that you will meet Kathy at 2.20pm near to the person’s house and that you will travel to the house together in the same vehicle.

Point to Note: It is important to keep Mary’s contact details secure so that no breaches of confidentiality occur and that when you call you are in a private place. It is recommended that you withhold your number, if you are using a private phone. We will allocate volunteers a specific mobile phone for the duration of their contact.

Point to Note: In the event that an answering service is in situ, don’t share any confidential information. It is recommended that you say something like “Hello, this is a message for Mary, it’s Ted Baker here from the Good Neighbour Partnership, please can you give me a call back on 089 466 7915, that’s 089 466 7915 when you can. I’ll also try you again later on”. As some people may not be service users with Milford Care Centre, it is not advised to refer to Milford in voice messages – please use Good Neighbour Partnership.

Point to Note: We envisage that most people will want you to visit them at their house. However, they may want to meet somewhere else e.g. at Milford or in a public place – once you mutually agree the venue that is fine. Please do not bring anyone to meet you in your own home.

Point to Note: It is important to be very clear with people regarding the proposed date and time, so please repeat it clearly within the conversation.

Point to Note: Consider your phone technique. Try not to be too casual, but do sound friendly.

We advise you not to use phrases such as “Good bye and God Bless.”

Point to Note: You will be given a sheet to record the points discussed during each phone contact. Please fill it in as soon as the call has been made. This serves as a record of the contact and also informs the project regarding the nature of these calls.

Any Questions About the First Phone Call?

Now role play the phone call with the person next to you…ask the person playing Mary to give you some feedback. Then swap roles.

Preparing for your Initial Meeting It’s Thursday and you are preparing to go to meet Mary. You ensure that you have your ID card with you and that you have the leaflet about the Partnership with you, along with two pens, the Good Neighbour Partnership Initial Meeting Form and something to lean on whilst writing.

You’re feeling a little nervous.

Point to Note: We recommend that you dress in smart, casual clothes, with perfume and aftershave kept to a minimum.

Point to Note: You will be provided with an ID Card, it is important to show this on arrival. We are developing a leaflet for you to leave with the person about the partnership. We advise you to carry everything in a bag as opposed to arriving looking too ‘official’ with clipboard and pen.

Point to Note: We do not expect people to be out of pocket from their work with the Good Neighbour Partnership. If you require assistance with any expenses associated with meetings, please contact Kathy.

Point to Note: Arrive on time – not too early or late. If you are running late for any reason, do call the person to advise them.

Point to Note: In the event that, for some unavoidable reason, you are unable to meet the person as agreed, please contact the co-ordinator in the first instance so that a replacement volunteer can be sourced.

Point to Note: It’s ok to be feeing nervous – you may be doing this for the first time, you have never met this person before. Take some deep breaths and be clear about why you are meeting the person and what you need to achieve. Accept that each meeting will be unique – it will never go exactly like it did in the training and that you may need to be flexible and adapt to the circumstances.

Any Questions?

The First Meeting Breaking the Ice and Making a Connection You meet with Kathy and arrive together at Mary’s House at 2.25pm. At 2.30pm, you knock on the door. You notice coming in that someone must be a keen gardener as there is a greenhouse and some unusual looking plants by the wall. It’s raining.

You: (smiling) “Hello, I’m wondering if Mary is here? My name is Ted Baker from the Good Neighbour Partnership” Mary: “That’s me, I’m Mary”.

You: “Lovely, hello Mary, my name is Ted, we spoke on the phone (shakes hand) – I have my ID here – this is Kathy who you spoke to as well.”

Mary: “Ok, come on in. Excuse the state of the place”.

You: (as you are walking in). “It’s a dreadful day weather wise isn’t it? But it’s been dry for a few weeks, the garden probably needs it” Mary: “Oh, don’t mention the G word…Tom is livid that he can’t get out there with the weather and with me like this”.

Tom is sitting on the chair by the fire.

You: “You must be Tom, hello my name is Ted from the Good Neighbour Partnership” (shakes hand).

Mary: “Would you like a cup of tea?”

You: “If it’s no trouble to you Mary, we can all have a cup – would you like some help with making it?”

Mary: “I’m not that bad yet, sit down and behave yourself”. (Makes tea) You: (Whilst Mary is making tea) “So Tom, you’d like to be able to get out into the garden a bit more?”

Tom: “Well it’s not so much that I want to get out there, I just can’t stand seeing the grass needing a cut and the greenhouse needs to be re-soiled for the tomatoes but it’s a days work and I just haven’t the time – and she’s always complaining if I come in mucky as she doesn’t have the energy to clean it all up!”

Mary: “Here you go, let’s have tea”.

Point to Note: On arrival, observe things like the garden – they might need some help. Find a few points of interest to develop ‘small talk’ about as everyone settles down. Listen to the responses to the small talk – it might contain cues about how they are feeling, their needs.

Point to Note: Always introduce yourself to others in the house. Observe cues regarding the relationship between people in the house.

Point to Note: If the person offers tea, it can be an ice breaker, so try to accept if it looks like it won’t cause the person too much hassle – you can always help them!

Any Questions?

Now role play…

Explaining the GNP You: “Ok, well as I said my name is Ted and this is Kathy. I am a volunteer and we are delighted that you have contacted the Good Neighbour Partnership. We have been set up as we know that when people are living with an advanced illness, that there are little things that people need some help doing. I have a leaflet about here, you’ve probably seen it before. I can go through it with you if you like?”

Mary: “Yes, what does that say?”

You go through the leaflet – covering the main points.

Points to Note: You may or may not need the leaflet but it is important that all volunteers are able to briefly and simply describe the GNP: ›› When someone in a family is seriously ill it can be hard to do the ordinary everyday things. You can sometimes also become very isolated. ›› Friends and neighbours may stay away, not because they don’t care, but because they don’t know what to do or say. ›› People want to help, but are often unsure of how to. ›› The Good Neighbour Partnership is an initiative of Milford Care Centre. Volunteers meet with people living with advanced illness, and their family to discuss what extra social and practical support they need at home. ›› They also discuss who within that person’s circle of community might be able to meet the needs identified. ›› With the person’s permission, the volunteer contacts the agreed people in the community to ask them to help.

Some of the things a person may need help with could include things like: ✓✓ Help with pets ✓✓ Shopping ✓✓ Collecting Prescriptions ✓✓ Going to town ✓✓ Transportation to hospital / medical appts ✓✓ Transportation (Other) ✓✓ Lighting a fire ✓✓ Gardening ✓✓ Meals ✓✓ Writing letters / non-legal forms

✓✓ Befriending – someone to chat with, read the paper ✓✓ Sit with a person whilst a family member takes a break ✓✓ Small household repairs e.g. change a light bulb, handle on a cupboard ✓✓ Light housework e.g. changing the linen, hanging out washing, cleaning windows In the event that a person needs help with a large number of things – these will need to be noted and prioritized with the person.

The Good Neighbour Project cannot assist with any kind of personal or physical care i.e. bathing and showering, help in the toilet etc. or any heavy lifting or moving people in bed, or on and off chairs, or any support with medical or financial concerns.

Identifying Needs You: “So what do you think, do you think there is anything like that we could help you with?”

Mary: “Well, I love making sure this house is clean, and those f’ing windows are driving me nuts”.

You: “Ok, so cleaning the windows.

Mary: “Well yes, I would pay a window cleaner, but I need someone I can trust”.

You: “Ok, I have a form here, I’ll write down window cleaner and we can come back to that one.

Anything else other than the windows?”

Mary and Tom stare at each other for a while.

You: “What about the garden, is that a worry for you? How might we best help you with that?”

Tom: “Well, it would be great if we could get some help with that – the grass needs cutting every 10 days but I can only get to it every 20 days or thereabouts because I am working and then Mary has her appointments and we have to visit family. I often said to Mary, if only I had someone to do every second cut”.

You: “Ok, so you’d like some help with every 2nd cut of grass. I’ll jot that down. Anything else?”

Mary: “I really need someone to take me into the chemist once a month to get some toiletries and women’s things. I send Tom out and he comes home with own brand Tesco stuff, I miss my Pantene!”

You: “And Mary, would you prefer to be able to go to town yourself to get them, or would you be happy if someone got you what was on the list?”

Responding to Emotions - Sadness Mary: “I get tired easy (starts to cry) but if I knew I was going I would rest up and go with them. That would be nice.”

You: “Ok, so you’d like some help going to town to buy toiletries and if you’re not feeling up to it, maybe someone could bring you what you need? Are you ok Mary, would you like a tissue, can I get you anything?”

Mary: “I’m just sad, that it’s come to this, getting people to help me do things I should be doing myself.”

You: “I can see that it is very difficult for you; it is hard to lose your independence …. but there are times when we all need a little extra help. Is it ok if we continue?”

Mary and Tom nod.

You: “Ok, so we have three things identified – washing the windows – and you said Mary that you’d be able to pay someone to do that if we could find a reputable person, you mentioned cutting the grass every 20 days or so Tom and you’d also like to get someone to help with going into the pharmacy once a month Mary to get some nice luxurious toiletries, or to collect some for you if you’re not feeling up to it. Is that right?”

Mary and Tom: “Yes” You: “Ok are there any of those three things more important that the others?”

Mary: “No they are all the same.”

Point to Note: Some people may have a long list – so you need to prioritise the five most important needs in the first instance.

Any Questions? Role Play….

Identifying the Person’s Social Network You: “Ok, so now we know what we need to get done. We need to think now, about who might be able to help”. Who do you have living nearby?”

Mary: “Well my mum lives outside town, but she is 95! My 2 girls are in America. There’s no-one else we could ask really.”

You: “Ok I have a little list here that might help us, so your mum is nearby Mary, but she’s not able to help. Do you or Tom have any other family members living nearby?”

Mary and Tom: “No.” You: “OK, so what about friends or work colleagues, are there any of those people living nearby who could help?”

Tom: “Well there is your old friend from work, Carol, she might like to go with you to town and help you spend my money on smellies”.

You: “How would you feel about that Mary?”

Mary: “Oh, I haven’t seen her for years, she lives across town, I wouldn’t like to be bothering her.

She’s a gas woman, always telling yarns…”

You: “Sounds like you enjoyed spending time with her…how about we pencil her in as someone who might be able to help with that bit. Tom, what about the grass, is there anyone you think might be able to help?”

Tom: “No, I couldn’t ask anyone”.

You: “I understand Tom, it can be difficult to ask someone to help with things like that – we don’t want to feel as though we are bothering people. If asked someone Tom, would you be ok with that?

It would have to be someone you were happy with of course and generally people do want to help out, but they don’t want to intrude and they don’t know what to say. Would you like me to ask someone?”

Point to Note: It is important to be able to respond if someone says they wouldn’t like to ask someone in the community. The points above might help.

Tom: “I suppose. But there’s no-one.”

You: “Ok, so there’s no-one in your immediate family who can help. What about friends or work colleagues – anyone who has green fingers and some time to spare?”

Tom and Mary: Shaking Head.

Point to Note: The person may not be able to immediately think of someone to help. We ask that you start within the persons immediate circle of community and work outwards – see the form for the list of groups of people who might help and go through these in order.

You: “Ok, how about your neighbours, do you know them?”

Tom: “Yes, we know a few, mainly to say hello to, there’s a young lad down the road, he’s recently been laid off work, he keeps his own place nice and has plenty of time on his hands. Maybe he could help.”

You: “Ok, so we could pencil him in – what’s his name do you know?”

Tom: “I don’t but he’s married to Rose O’Connells daughter. She’d know”.

Any Questions? Role Play…

Agreeing the Action Plan You: “Ok, so we have Carol for the pharmacy run, and Rose O’Connells son in law for the grass and then we need to sort out the window cleaner – I could ask Rose and Carol is they might know of anyone who could help and if that fails, I could see if any of the community agencies like West Limerick Resources have any scheme that might help with something like that. Alternatively I could check some of the shops down town and see who they use and see if they can recommend someone – I can give them a call if you like? How many windows need doing? Prehaps someone might not mind doing it for free - otherwise I can get a quote for you and you can decide what to do then.”

Point to Note: Even though Mary has offered to pay – this is the last resort. Remember it’s empowering the community help first, other agency second and paid services as a last resort.

Mary: “That would be brilliant”.

You: “Ok, so for me to be able to do all this, I need to fill in this form and I will give you a copy so that we can see what we have agreed. I completed your details on this already Mary – Tom, what’s the best way to contact you? We can see how we can best make contact with Carol and Rose’s son in law.”

Point to Note: Fill out as much of the form as you can before the meeting. And check contact details as you complete.

You complete the form and agree the plan of action.

You: “OK, so the 3 priorities in no particular order are (1) Cutting the lawn every 20 days – and you’ll do the in between cut Tom. You have all the stuff here don’t you, are you happy for that lad to use it? (2) Going to the pharmacy for nice toiletries for you Mary – and we’ll ask Carol for that and (3) I’ll see if I can find a trustworthy window cleaner – ideally for free, but if not I will get some quotes for you. Is that it?

Mary and Tom: “Yes”.

You sign off the form and give a copy to Mary.

Point to Note: The form will be in triplicate so there is a copy for Mary, one for the GNP office and one for you.

You: “OK, I will make contact with these people within 72 hours – or before and I will phone you to tell you what’s happening. Now, when I make contact I’ll just be saying who I am and that I am a volunteer with the Good Neighbour Partnership. I’ll tell them that I have been speaking with both

of you, and that as Mary hasn’t been well over the last few months, we are hoping that they might be able to help us with some things that you need doing. And I’ll take it from there.

Is that ok? Is there anything you’d like me to mention to them – or not mention to them in particular?”

Mary: “No” Tom: “Well you better make sure that they are ok around dogs – you never know these days with all the allergies people have.”

You: “Ok, I’ll make sure they are ok with dogs – is the dog friendly with strangers?”

Mary: “Oh Yes”.

Point to note: Important to note things that might be as issue for people who agree to help and write this on the form

You: “Well, if that’s all – we’ll leave it there. Thank you both for the tea and cake – it was lovely. And don’t be worrying about these things that need doing – we’ll get you some help. It’s lovely to meet you. I’ll ring you before Monday to let you know what’s happening and in the meantime, if you think of anything, I have left my phone number on the sheet – the best time to call me, if you need me is between 9am and 12 noon”.

Meeting ends.

Point to note: If someone mentions something that is an issue for them, or mentions anything about their care in a negative manner, make a note of this on the form and bring it to the immediate attention of the GNP Co-ordinator.

Any Questions? Role Play…

Approaching the Community In advance of approaching someone in the community, try to get their exact contact details where possible. Ideally, you should be visiting the person as opposed to discussing this over the phone. The initial visit will probably be a ‘cold call’. It might go something like this…

You: Hello, can I speak with Carol please?

Carol: (Guarded). Yes, I’m Carol.

You: Great, my name is Mary Smith. I am a volunteer with Milford Care Centre’s Compassionate Communities Project. Here is my ID. Carol: OK. Milford? You mean the hospice? (worried) You: Yes, that’s right, Milford Care Centre, in Castletroy, Limerick.

Carol: Oh, ok, how much do you want?

You: Oh, I am not fund raising. But I am wondering if you might be able to help us with something else. I am a volunteer with the Compassionate Communities Project and we link with people who are living locally, who have a life limiting illness. I have a leaflet about the initiative here.

I have been working with Mary Carroll recently, she was telling me you used to work together.

Carol: Oh yes, Mary she is a real gem. I heard she hasn’t been well. She has Cancer, they say things are looking bad.

You: Yes, Mary hasn’t been well and I have been working with her and her husband Tom to find out what things she needs a bit of help with. You know…things like getting into town, getting a bit of shopping that kind of thing.

Carol: Right………

You: So, having spoken to her, one of the things that she is really missing is the chance to go into town, to the pharmacy once a month and buy some nice toiletries and things. She was saying Tom goes into town. But it’s not the same for her.

Carol: Oh, I can imagine. Men! You: So she was wondering if you might be in a position to give her a bit of help. Just once a month. To bring her into town to get what she is looking for. Or, if she’s not up to it, perhaps she might be able to ask you to pick her a few things up.

Carol: Oh God, of course I will. But, why did she send you? Why didn’t she ask me herself?

You: Well, when someone is unwell, it can be hard to ask for help. People often don’t want to be bothering their neighbours.

Carol: Well I am more than happy to help. I’ll give her a call this afternoon and we can arrange everything.

You: Fantastic. That’s what the project is all about. Connecting people locally to support each other during illness. It’s a pilot. As part of what we are doing, we are asking all the people who have agreed to help, to keep a note of the visits they make so that we can see whether something like this should be rolled out everywhere. I have a little form here. I wonder if you could fill it in whenever you give Mary a hand and I’ll pop and collect it in a couple of month’s time?

Carol: Yes, I can fill that in. It looks simple enough.

You: I also have another document here, it is an agreement form…you know these days how things are with health and safety. It’s a declaration to say that you are doing this of your own free will as a volunteer.

Carol: Oh, so we are insured then when we bring people into town?

You: Well, you would need to ensure that your car is insured of course and that you are able to carry passengers. When we ask people to help, we are asking them to lend a hand as ‘Good Neighbours’ – and in your case as a former colleague and maybe even a friend of Mary. So, no the project isn’t insuring you to help – we are asking people to help as an act of good will. We have the form to confirm that everyone understands that this is the deal. Will we have a look through it?

Carol: OK. (Go through the form – Carol signs it and you leave her a copy).

You: So do you have Mary’s contact details?

Carol: Yes…they are in my book.

You: Great, well, as you said if you give her a call…she is hoping you would… and thanks so much for being part of the project. This is my card and if you need anything or have any questions, don’t hesitate to call me between 2 and 4 any day Monday to Friday.

Appendix V Practice and Rehearsal Scenarios

Actor 1 Background Information Your name is Alice and you are 60 years old, living alone in the hills outside Shanagolden, Co. Limerick. You have never married and have no children. Your parents died 10 years ago. You have been diagnosed with advanced stage lung disease and find it difficult to mobilise and breathe, tiring easily. You are quite a private, guarded person.

Stage 1 Role Play – Introduction, welcome, understanding the GNP You’re quite cold with the person initially. Eventually you offer them some tea. You are not too sure about whether the Good Neighbour Partnership is for you. You ask lots of probing questions about the project when they start to tell you about it. e.g. How do I know you are honest? So all the community is going to know I need help then?

What happens with my information – does it go to the doctor?

Stage 2 Role Play – Identifying unmet social and practical needs You’re a bit hesitant to tell them what you need done. Eventually you disclose that you need help with collecting a prescription and that you are missing going to mass each Sunday. You get quite angry about your illness – you’re only 60…it shouldn’t be this way. It’s not right. Who is going to care for the dog?

Stage 3 Role Play – Identifying the social network You have no family to call on and very few friends. You will need support from neighbours and the wider community e.g. woman down the road who goes to mass on her own each day. You couldn’t ask anyone for help – would be embarrassed – a very private person. You don’t want people knowing your business. Eventually you relent.

Stage 4 Role Play – Developing the action plan You want to know where the information on the form is going. You ask questions about how long it will be before the volunteer gets back to you. You need to tell the person that if the volunteers don’t appreciate smoking, they’re not welcome in the house.

Stage 5 Contacting the community You now play the part of the neighbour, who doesn’t really know the patient. The volunteer arrives, asking for help to bring the person to mass, you don’t know what this is about and when you hear about Milford, you try to donate money. You agree to help.

Group 1 Alice has been referred to you. She is 60 years old, living in the country, outside Shanagolden in West Limerick. Her public health nurse made the referral and you have been advised that she has respiratory problems, and it takes a lot of energy for her to do things. You have been advised that she is quite a religious person and that one of her main needs is to engage in church services again. There were no next of kin details on the referral form.

When you arrive, you note that she is 10km away from the nearest shop. Her house is tidy enough and she has no garden – just some stones in the drive. There is a dog barking out the back.

Contacting the community – Role Play 5.

You are approaching a neighbour, who doesn’t really know Alice, to ask to bring them to mass every Sunday.

Actor 2 Background Information Your name is Bridie and you are 80 years old, living with Des in Moyross. You have 4 adult children, and 10 grandchildren all living in Limerick City. Your parents died many years ago.

You have been diagnosed with advanced cancer. You are an upbeat person, always focusing on the positive. Very welcoming.

Stage 1 Role Play – Introduction, welcome, understanding the GNP You’re very warm with the person. You offer them some tea and try to find out everything there is to know about them. You know all about the Good Neighbour Partnership and think it is a brilliant idea.

Stage 2 Role Play – Identifying unmet social and practical needs You have many, many needs. You find it difficult to stop listing things that need to be done E.g. washing the car, getting to town, cleaning the house, laundry for your husband, getting to mass, changing the sheets, cleaning the windows, making a meal after a hospital appointment, getting to the hospital. You get sad after a while, recognising the amount of things you need help with.

Stage 3: Role Play - Identifying the social network You have a large social network – you want to focus on neighbours and friends – not those closest to you. As the person tries to focus on family you resist initially. You need to stay strong for them, you don’t want to be a burden. But you acknowledge that your children would help…if only you asked them…

Stage 4 Role Play – Developing the action plan You are worried that the children will think it is odd that the volunteer is asking them to help their mum. You ask if the volunteer can be contacted any time – day or night – if anything crops up…can they give a ring?

Stage 5 Contacting the community You now play the part of the daughter –you have been identified as someone who could help with cleaning the windows. On arrival - you are concerned that the volunteer is from the hospice – is everything ok with Mum? How is her illness going? Are the doctors happy with her? You can’t believe that your mum hasn’t asked before now – you just didn’t realise what this was a problem. You can’t help with the windows…you have a bad back…eventually reveal that your husband could do it.

Group 2 Bridie is 80 years old, living with Des in Moyross. She has a large extended family. She has been diagnosed with cancer and you sense from the phone call contact that she talks a lot and is very excited about the Good Neighbour Partnership. On arrival it is clear that you in a warm home where there is a sense of family and welcome.

Contacting the community – Role Play 5 You need to ask Bridie’s daughter who lives down the road to wash her mums windows.

Actor 3 Background Information Your name is Tony and you are 70 years old, living with your son Mick in Caherdavin. Your parents died many years ago. You have been diagnosed with dementia – early stages and have lived with cancer for 5 years. You are a little confused but have many moments of clarity.

Stage 1 Role Play – Introduction, welcome, understanding the GNP You’re very warm with the volunteer. You offer them some tea – but forget whether they said tea or coffee and once you have settled into the role play – you are unsure who the person is and where they are from. You are a bit worried that you won’t remember so you ask for a leaflet.

Stage 2 Role Play – Identifying unmet social and practical needs You don’t need much done but you know that your son could do with a break on a Thursday to go and play cards like he used to do. You also need some help with the garden. It’s a bit of a mess. You’d like to help – not have someone take over. You love the garden.

Stage 3: Role Play - Identifying the social network You have a nephew up the road but you have lost contact with him – calls at Christmas. An old friend of yours calls by with a paper each day – he seems bored. The home help used to come every single morning – but not anymore – you don’t know why? No-one told you why this help stopped. You ask if the volunteer knows.

Stage 4 Role Play – Developing the action plan You are worried that if the volunteer tells people you have dementia that they might steal your money. You agree with the action plan but your memory isn’t great re: what has been agreed.

Stage 5 Contacting the community You now play the part of the man’s friend who drops by with the paper – he’s happy to help with the garden but wonders if he is insured and does he need to bring his own mower?

You’ve noticed that Tony is getting forgetful – and sometimes seems cross. You want to talk about that with the volunteer.

Group 3 You are working with Tony who is 70 years old, living with his son Mick in Caherdavin. He has been receiving support from Milford for the past 5 years and is living with advanced cancer.

The referral form didn’t specify what help was needed. He has the most amazing rose bushes.

Stage 5 – Contacting the community You ask Tony’s friend who delivers the paper each day if he can help with the garden. Tony and him know each other very well.

Appendix W Personal Safety

Volunteering Alone Away From Home Tracing Community Based Volunteers Ensuring you are traceable is important in keeping you safe and it should not restrict this freedom. Tracing is different to tracking, it is about making sure someone knows where you are and what you are doing and most importantly, knows exactly what to do if you don’t return or check in at the expected time.

Remember Your Safety Someone knowing where you are will not help prevent a difficult situation arising but it may help to raise the alarm if you do not return, or make it a little easier to summon help if you need it. You should still ensure you do all you can to stay safe and never enter situations where you think your personal safety could be at risk.

At ALL TIMES Inform Others Where You Are Therefore, when you are going on a lone visit it is important you remember that: ›› B . efore you go/commence any lone visits you must notify a buddy (eg wife/husband/ partner, other relative or friend. ›› Inform the Co-ordinator of the date, time, address and/or place when you are visiting your designated person. ›› You must always ensure, that your next of kin or significant contact details held for you by are always up to date.

How long are you going to be?

If possible, try to leave information regarding the expected length of the visit or meeting. And if your plans change during the visit, again pass this information on. Ideally visits should take place during daylight and office hours, although some people need and will receive support in the evening and/or at weekends.

Key Information that Must be Up to Date in your Personal File ›› Contact telephone numbers: These include all the telephone numbers at your home, your mobile and for your next of kin or the people you live with if applicable. ›› .Your Car Details: This includes the make, model, colour and registration number for your car or cars you will use for any visits. ›› Medical Information: You must keep the co-ordinator informed of any health issues that may affect you whilst lone working.

Checklist of 6 Questions To Answer Before Any Visit ›› Have I left all the relevant information with the Co-ordinator, friend or relative? ›› Have I done my personal safety checks? ›› D . o I have a mobile phone that I can take with me, which has all emergency numbers programmed in? ›› Is my mobile charged and topped up? ›› Do I feel confident to go?

Unless you can answer yes to all of the above questions or you are happy that you have put in other measures to keep yourself safe then you should not go. Work with the Co-ordinator to solve the challenges before you leave.

Remember that a mobile phone will not prevent an incident, but it can be useful for summoning help. Do not let a mobile phone make you complacent.

ON YOUR WAY – TIPS FOR STAYING SAFE Public Transport ›› Obtain timetable and ensure you have money for the fare before travelling. ›› When waiting for public transport after dark, try to wait in well-lit areas and near emergency alarms and CCTV cameras. ›› If something or someone makes you feel uncomfortable, act upon your instinct. It may be better to move seats before a problem arises.

Driving ›› Put together an emergency kit for your car. This might include an extra coat, a torch, bottled water, spare change and an emergency mobile telephone charger. ›› Join a vehicle recovery service and check the representative’s ID when they respond to your call. ›› When driving to meetings, try to plan where you will park before you go. If safer to do so, park as close to your destination as possible. If you will be returning after dark, consider what the area will be like then and try to park near streetlights. ›› When approaching your car, be aware of your surroundings, have your keys ready and before entering, quickly check that no one is inside. ›› Do not keep valuables on a front seat, where they could be grabbed through a window. ›› Keep your doors locked in built-up areas or in stop-start traffic. ›› If you break down, be aware of your surroundings and only get out of your car when and if you feel it is safe to do so.

›› Road rage incidents are rare and, by not responding to aggression from other drivers, can often be avoided. ›› If the driver of another car forces you to stop and then gets out of his/her car, stay in your car, keep the windows closed, keep the engine running and if you need to, reverse to get away. ›› When parking, in a car park, consider where the entrances and exits are. Try to avoid having to walk across a lonely car park to get to your car. ›› Park away from pillars/barriers. If you can, reverse into your space so you can drive away easily.

Walking/Out and About ›› Consider carrying a personal safety alarm. ›› Remain alert and aware of your surroundings at all times. ›› A confident appearance [walking tall, normal pace, arms relaxed] will make you look less vulnerable. ›› Try to avoid danger rather than confront it. Keep to well-lit or busy streets and avoid danger spots, as much as possible. ›› Walking away from an argument can be a simple, but effective way to prevent an incident.

Valuables ›› Only carry the minimum necessary while working and do not draw attention to yourself by overtly displaying valuables e.g. mobile phone, expensive jewellery etc. ›› Your safety is always more important than your possessions. If someone tries to steal your possessions it is safer to give them up. ›› Do not attempt to recover any stolen goods yourself, contact the police.

Working in other people’s homes or premises ›› Give some thought before you arrive to what exit strategies you could use if you felt uncomfortable or threatened. Thinking about these in advance will help you recall them quickly in a time of stress. For example, you could say ‘I’m sorry I’ve left some paperwork I need in the car’. This could give you time to de-stress before returning, or could allow you to phone from the safety of your car. ›› Be mindful of the fact that you are entering someone else’s territory. ›› Be prepared to show ID, always wear your ID badge, explain your reason for visiting and wait to be invited in before you enter. ›› Conduct your own ‘Dynamic Risk Assessment’ on the doorstep before you enter. If you feel at all uncomfortable, make an excuse and leave. Trust your instincts. ›› Do not enter the premises, unless the person you expect to meet is there. If they are

not, say you will return later or re-arrange the appointment for another day. ›› As you enter, make a note of how the door opens and closes so that you can leave quickly if necessary. ›› Take note of your surroundings and possible exits. Sit in a chair nearest to the door. ›› Take in only what you need and avoid spreading your belongings out. This could give the impression that you are taking charge of the surroundings [don’t forget this is someone else’s territory] and would slow you down if you needed to leave in a hurry. ›› If you are uncomfortable about any animals in the room with you, ask to have them removed. ›› Don’t give rise to aggression by reacting negatively to bad, dirty or smelly surroundings.

Look at what you are wearing ›› Avoid wearing a long scarf ›› Look at the jewellery you are wearing around your neck ›› Make sure your dress is appropriate – not provocative

Remember the earlier you spot a potential problem arising the more choices you have to avoid it.

Remember to: ✓✓ PLAN ✓✓ PREPARE ✓✓ LOOK CONFIDENT ✓✓ AVOID RISK ✓✓ NEVER ASSUME IT WON’T HAPPEN TO YOU

Appendix X Emergencies

In an emergency What is an emergency situation?

An emergency is when you feel that the health and safety of the person you support is under immediate threat and the situation demands swift and appropriate action.

Emergency Procedure Guidelines Introduction We hope very much that you will not encounter an emergency but if you do, there are things that you can do that can make a difference.

As the person on the spot, you will be required to give as much accurate detail as possible.

Do read and follow the emergency procedures detailed below. They are there to give you confidence and the ability to act in a crisis.

These documents are not intended to cause alarm but will help ensure the safety of people availing of the GNP and our volunteers.

What to do if you make an arranged visit and the person does not answer the door Some of the people you will visit may live alone. In the majority of cases there is no emergency situation, but by making these few simple checks you can make: ›› Ring the doorbell more than once and in case it is not working also knock loudly and rattle the letterbox to attract the attention of the person you are visiting. ›› Look through the letterbox (or a window if on the ground floor) and shout to attract the attention of the person you are visiting. Try the rear entrance if they have one. ›› Telephone the person from a mobile or call box and allow the telephone to ring for a long time. ›› Are the curtains drawn? ›› Are there any lights on in the home? ›› Are there newspapers in the letterbox or milk left outside? ›› Listen for any noise. ›› Check for any unusual smells, such as gas. ›› Telephone or visit neighbours to find out about the well being or whereabouts of the person concerned. When did they last see them? ›› Ring the office and report the situation, giving details of the checks you have made.

The member of staff contacted will make sure the person is located by phoning their home again, contacting their next of kin and, if necessary, the hospitals to locate them. If we are unable to locate the person, we will make a decision as to the next steps which may involve contacting the person’s GP or the Gardai. ›› If this situation occurs outside office hours and you are unable to speak with a member of the Compassionate Communities team it is probably safest to call the Gardai who are very experienced and very good at handling these situations.

However, if they force entry unnecessarily and cause damage, the person will have to pay for the repairs; hence why the above procedures are important.

What to do if the person has fallen on the floor or is unconscious: ›› Do not attempt to lift the person. ›› If the person cannot get up with minimal help, you must call an ambulance: 〉〉

Dial 999.

〉〉

Ask for the Ambulance Service.

〉〉

Give the name, full postal address and telephone number of the person who has fallen. You may be asked to give accurate and specific information to help the ambulance crew find the address swiftly e.g. “on the corner of King Street and Church Lane, a brown door with an entry phone.”

〉〉

Inform the Emergency Services of any concerns you now have about the person e.g.“he/she has osteoporosis” or “he/she is breathing with difficulty” or “he/she seems to be confused”.

›› Ensure that the person is warm and comfortable, cover with a blanket and do not attempt to move him/her. ›› Loosen any tight clothing and make sure that their breathing is unobstructed. ›› Stay with the person and talk reassuringly to him/her while waiting for the ambulance to arrive or arrange for someone else the person trusts to do so if you have to leave. ›› Ensure that the ambulance driver is given as much information as possible about their health and medication, especially heart conditions, diabetes, etc. ›› You do not have to accompany the person to hospital if you do not wish to do so. The person may wish you to contact a neighbour or next-of-kin and make arrangements for pets, cancelled meals, etc. ›› Immediately inform the Compassionate Communities office that the person has had a fall, tell us everything that happened and any requests as per point 7 above.

What to do if the person is taken ill: ›› Telephone the person’s GP. ›› If the person is acutely ill call an ambulance immediately:〉〉

Dial 999.

〉〉

Ask for the Ambulance Service

Appendix Y Self Care Boat

Appendix Z Certificate

Milford Care Centre’s Compassionate Communities Project

CERTIFICATE OF ATTENDANCE TO

WH O P AR T ICIP AT ED IN T H E

SIGNED , Pat Quinlan

7 Week Training Programme For Compassionate Communities Volunteers

‘GOOD NEIGHBOURHOOD PARTNERSHIP’

24TH MARCH

2015

Chief Executive Milford Care Centre

214