1. Serving Seniors Well A presentation to the Halifax Estate Planning Council April 20, 2009 Barb Baker Age Matters Consulting 229-4355 / agematters@eastlink.ca

2. Balancing the Messages Treat older people the same as everyone else. vs Older people need specialized attention and services. Well, which is it?

3. Presentation Outline  Attitudes and Values  Issues and Barriers  Providing Services to Seniors  Serving Seniors Well  Tips and Techniques  Senior Friendly Initiatives

4. Ageism  Negative attitudes or behaviours toward an individual based solely on the person’s age.  Creates an environment where older people are undervalued and disrespected.  We always need to be thinking about whether our actions and beliefs are based on stereotypes and assumptions of aging and older people.

5. Ageism  A great quick way to check ourselves is to ask the question, “Would I be treating this person the same way if they were 40?”  Anytime we “should” someone, we need to ask ourselves why we believe that …  Rooted in paternalism and protectionism  Internalizing ageism  Learned helplessness

6. Your Attitude is Showing!  Avoid stereotyping or reinforcing incorrect perceptions about seniors – show older people as you know them to be: active participants, using a full range of abilities in a full range of roles and activities.  Shun ageism, racism and sexism in conversation, text, illustrations and photographs. They are prohibited by law.

7. Your Attitude is Showing!  Especially avoid ageist language (that categorizes seniors negatively), such as ‘the aged’, ‘the elderly’, oldsters, senile, feeble, frail, etc.  Use ‘seniors’, ‘older persons’ or ‘older adults’ if you need to indicate the age group.

8. Your Attitude is Showing!  Beware of patronizing, condescending or childish expressions and tone when talking with or about seniors.  Keep in mind that seniors are generally wise shoppers whose lifelong experience comes in handy in detecting flattery and insincere deference.

9. Your Attitude is Showing!  Remember that the way you use language reflects your attitudes and your respect for the audience. Communicating with Seniors: Advice, Techniques and Tips Public Health Agency of Canada, 1999 http://www.phac-aspc.gc.ca/seniors- aines/pubs/communicating/comsen_e.htm

10. Issues  Age-Related Changes Sensory Physical Cognitive Social Emotional  Literacy  Language and Culture

11. Barriers  Intimidation (real or perceived) Environment Service provider Family members / friends Issue  Power differential Traditional attitudes of deference Gender

12. Considerations in Providing Services to Seniors  Remember who the client is  Assume competence  Check to ensure understanding  Use plain language  Always speak to the individual alone  Be aware of potential for influence  Be aware of potential for abuse

13. Considerations in Providing Services to Seniors  Optimize decision-making capacity Task-specific, time-specific  Meet them on their own turf – home visits  Multiple visits

14. Serving Seniors Well  Be respectful  Be responsive  Be accommodating  Be informed  Be accessible  Be patient  Challenge assumptions – yours, mine, theirs

15. Tips and Techniques  Plain language  People like to talk to people! Automated phone systems  Internet – good or bad?  Time!!!!!!!!  Give key points in writing  Avoid the small print … literally!!

16. Tips and Techniques  Remove physical barriers between you and your client  Make eye contact  Use appropriate written material Plain language, font, colour, etc.  Avoid “elderspeak”

17. Senior Friendly Initiatives  Senior Friendly Hospital Strategy (Ontario) Regional Geriatric Assessment Program Senior friendly hospital environmental audit tool  Senior Friendly™ Program (Alberta Council on Aging) Senior Friendly™ Grocery Store Guidelines Senior Friendly™ Pharmacy Tips Linking the Generations Senior Friendly™ Training Program Senior Friendly™ Business Designation Program

18. Age-Friendly Cities

19. Generally, the features that are considered necessary for buildings to be age-friendly are: elevators escalators ramps wide doorways and passages suitable stairs (not too high or steep) with railings non-slip flooring rest areas with comfortable seating adequate signage public toilets with handicap access.

20. Comments and Questions Thank you!! Barb Baker Age Matters Consulting 229-4355 / agematters@eastlink.ca

21. References NS Barristers Society. (2007). A “Booming” Business. The Society Record 25(4). Available: http://www.nsbs.org/societyRecord.phphttp://www.nsbs.org/societyRecord.php Public Health Agency of Canada. (1999). Communicating with Seniors: Advice, Techniques and Tips. Available: http://www.phac- aspc.gc.ca/seniors-aines/pubs/communicating/comsen_e.htmhttp://www.phac- aspc.gc.ca/seniors-aines/pubs/communicating/comsen_e.htm Soden, A. (Ed.) (2005). Advising the older client. Markham, ON: Butterworths. World Health Organization. (2008). Global Age Friendly Cities: A Guide. Available: http://www.who.int/ageing/age_friendly_cities_material/en/index.html http://www.who.int/ageing/age_friendly_cities_material/en/index.html