“Proper Care” at DomusVi Ciudad de Murcia, the difference between treatment and personalized care

The human touch is key at all DomusVi residences for the elderly throughout Spain

Domus Vi Ciudad de Murcia is just one of the largest group of residences for the elderly in Spain, and follows the same maxim which governs the care provided throughout the country in making every effort possible to provide what they call “buen trato”.

This translates literally as “good treatment”, but since this sounds as if the main service offered is medical and pharmaceutical, it's probably best to change the terminology to reflect the more holistic approach adopted by DomusVi, viewing overall well-being and fulfilment as the aim rather than a simple clean bill of health signed off by a doctor.

That is to say, they "treat" residents as individuals, placing them at the centre of the care process, talking to them as real people rather than just keeping them company, enabling them to experience fulfilment in their own life projects… in short, supplying the kind of friendly support they need rather than simply “administering” therapeutic treatment in an impersonal fashion.

“Proper Care manifests itself in small gestures: a smile, a look, remembering the person’s tastes and preferences... the human side of care is adapting the way we act to the character of each person.” (Cristina Pastor, the director of DomusVi Ciudad de Murcia).

The Proper Care model at DomusVi

The concept of Proper Treatment is at the very core of the care provided by DomusVi Ciudad de Murcia, respecting the dignity of the individual and avoiding any stereotyping or dehumanization of the centre.

A year ago the company issued a Proper Care policy statement which is considered a pioneering move in the care sector in Spain, placing respect and well-being at the centre of a culture affecting residents and staff at all DomusVi centres throughout Spain, and some of the main points to bear in mind about this statement are the following:

* This initiative is one of the main strategies of the care policy at all DomusVi centres.

* The promotion of Proper Care is an indispensable tool in guaranteeing the quality of life of elderly and/or dependent people.

* DomusVi centres base the care services they provide on the principles of respect and empathy, empowerrment, humanization and effective communication.

* The project applies to all the professional teams at DomusVi and includes various initiatives, such as training programs, constant evaluation and prevention, always making staff aware of the importance of “Proper Care”.

* On top of recognizing and appreciating the good practice already established at DomusVi centre, this commitment also allows us to avoid the possible stereotypes of elderly people, which can often rise to the surface either consciously or unconsciously.

Individuals at the centre: the humanization of care

* DomusVi strives to place the individual at the centre of the care provided and make him or her the most active participant in doing what’s best for them.

* Our care model takes into account the individual’s deisions, wishes and preferences.

* The humanization of care is vital in treating each person as a complete and unique individual, encouraging autonomy and participation.

* Our aim is to enable elderly people to participate as much as possible in their own care and favour their self-esteem and life project.

Summing up, the aim is to cultivate an atmosphere in which care is based on respect, well-being and the quality of life of residents, and this implies both the elimination of any attitude which could be construed as ageist and the raising of awareness of and sensitivity to the potential problems of such attitudes.

As Cristina Pastor states: “We must understand ageing as another phase of life rather than a process of incapacitation, and so it’s crucial to guarantee dignified and respectful care.”

“Through a culture of Proper Care we can prevent ageist attitudes and stereotypes, such as treating the elderly like little children and failing to respect their privacy and intimacy.”

DomusVi cannot stress strongly enough the importance of placing individual elderly people at the centre of their own care programs, prioritizing the quality and personalization of the service provided in the context of the ageing of the population as a whole. This is seen in a clearly stated msission statement named “Compartiendo Humanidad” (sharing humanity), which outlines the need to make every action a deeply human gesture.

University Project on Proper Care at the Universidad CEU San Pablo

In designing this project and mission statement, DomusVi has collaborated with and sought the advice of the Universidad CEU San Pablo in Madrid, taking a great step forward in creating a professorial department of Proper Care.

The main aim of this speciality is to deepen and transmit knowledge regarding the respect and care of elderly people, and it is just one of the clear commitments made by DomusVi in this field.

The person-centred care model and the human touch

DomusVI uses its own Person-Centred Care approach, based on getting to know the resident thoroughly and placing importance on their life experiences. The most important person in the care provided is the resident, and each resident is different.

Working in collaboration with the resident and their family, we outline a care and support plan which is personalized to suit their individual preferences, interests and needs, adapting our approach to each situation and each development. Our specialized professionals work to ensure that the resident is as independent as possible through a series of proposals regarding daily activities, physiotherapy and others in order to maintain quality of life, well-being and personal enrichment.

We provide help and resources to develop a life project, promoting positive relationships with relatives, friends, professionals and others who live or work in the centre. We form and active part of their life and the community environment, organizing open activities and a wide range of chances to socialize and take part.

The final word, illustrating the commitment of DomusVi to providing “proper care and treatment”, goes to Cristina Pastor:

“Our main daily challenge is to provide company in the form of respect, active listening and recognition of the individuality of the life of each resident, thus improving the quality of their life and of our care”.

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DomusVi is one of the longest-established and largest care home networks in Spain, having been offering top class facilities to residents for over 30 years and currently looking after more than 34,000 people either temporarily or on a permanent basis all over the country.

Each of their residences is designed, equipped and staffed in such a way as to guarantee comfortable and tranquil stays for residents, with personalized attention leading them to enjoy an active and sociable environment in what they soon consider to be their home.

The care offered at DomusVi nursing homes is comprehensive. This sense of emotional wellbeing is backed up by the guarantee of physical wellbeing, with safety, security and medical care being given the utmost importance. Therapies and activities are scheduled both to promote autonomy and the maintenance of the person’s abilities and to improve their physical and emotional state. This is possible thanks to the committed and dedicated professional teams who work on it.

That they can offer this personalized attention from the very first day is due to the thorough initial assessment of each new resident before their arrival, taking into account not only their physical needs but also their personal preferences, from hobbies to eating habits. Once residents see that they are treated in this way, they quickly adapt to the friendly family environment – this fact makes it possible for them to feel at home but with added comforts and luxuries such as a hairdresser, a swimming pool and a wider social circle!

The new DomusVi centre in the city of Murcia is located right opposite the “Palacio de Justicia” (the modern provincial court building) in one of the most attractive parts of the city, and with views looking out towards the mountains and the countryside of the “Huerta”. It’s location close to the inner and outer ring roads on the eastern side of the city make it easily accessible by car, and parking is generally easy close by, making it easy for visitors to pop in and visit their loved ones.

And at all DomusVi centres there are staff who speak English!