A resident in assisted living requires transfer to a long-term care facility; how should you respond to the upset daughter?

• A. Ask her to please wait while you get the supervisor, who can explain the situation in more detail
• B. Inform her the facility is short staffed most of the time and cannot properly care for her mother
• C. Tell her you're not sure, but whatever the reason her mother will be well cared for
• D. Politely ask her not to ask you these types of questions because you do not make the decisions

Answer: (A)

Clear, accurate communication with family members during care transitions is essential. The best response is to acknowledge the daughter’s upset, offer to involve a supervisor who can explain the situation in detail, and ensure she receives information from a knowledgeable source who can address her specific questions. Bringing in the supervisor shows respect for her need to understand the plan, maintains accountability, and ensures the explanation aligns with facility policies and the resident’s care plan. It also upholds professional boundaries and confidentiality, avoiding incorrect or incomplete details.

When a transfer is involved, families often want concrete reasons, timelines, and what to expect next. A supervisor can provide tailored information, address concerns, and guide the next steps in a calm, respectful way.

Other approaches fall short because they either reveal internal issues that shouldn’t be spoken about casually, provide vague or blanket assurances without facts, or deflect responsibility instead of offering a clear, accountable point of contact.