Elder friendly practices Creating a welcoming and accessible experience for clients

Preparing for success Think about physical space and surroundings in advance when planning meetings with elderly clients. Consider travel times, access routes, weather conditions and times of year. Assess whether there are any hazards or physical constraints. Do an office audit, thinking about or walking through the practice, as well as the entry and exit points. Setting up your office to become more elder-friendly can lead to more productive client meetings and a continued strong and trusting client-advisor relationship.

PRE-MEETING CONSIDERATIONS Is location, weather, time of year or accessibility a barrier? If so, consider having the advisor go to the client. Provide easy-to-follow directions to the office and plan for any extra time needed for meetings. Ensure there is accessible parking and easy access to and from office, including elevators. Provide clear directional signage. Ensure the office surroundings include safe and clear walkways, sidewalks, steps and stairways.

INSIDE THE PRACTICE Do exterior and interior doors open automatically or easily? If not, have someone greet and assist the client. Ensure there is adequate space to wait and move around the reception area. Extra space may be needed in hallways and meeting rooms to accommodate mobility devices or personal support workers. Provide storage spaces for large items like scooters, as well as personal items such as canes Offer refreshments, including juice, water and snacks.

MEETING ROOM Considerations Plan in advance to accommodate each client’s unique needs. Select meeting spaces that are well lit, free of glare. Reduce background noises that can interfere with hearing aids, including fans, air conditioning and music. Verbally check in with clients to ensure they are comfortable and able to see and hear well.

client CONVERSATIONS Direct eye contact is important. Slow down the pace of speech. Emphasize points with facial expressions and body language – these are helpful hearing ‘cues’. Watch and listen to how clients respond to information. Look beyond the social graces of nods and agreement. Probe and verify what was understood and repeat if necessary. Allow additional time for complex discussions.

Handouts and presentations Mobility or dexterity challenges can be difficult and distracting if clients have to flip through lengthy handouts. Use PowerPoint to project material on large presentation screen or wall. Provide firm paper stock for handouts, and print double-sided vs multiple pages. Personalize visuals if you know clients well; use familiar references such as family photos. Provide takeaway material for later reference.

When clients bring helpers At meeting outset, determine the nature of the relationship with the client. For example, is the companion a family member or a neighbour? The companion can be a great help to the advisor if they know the client well and can help further the conversation. Explain what aspects of meeting can involve a group discussion and what matters need to be discussed one-on- one with the client. Provide the helper with a comfortable waiting space. Watch for red flags of financial exploitation and elder abuse. (See IFIC’s Dealing with Elder Abuse video and resources)