Introducing the
Best Friends Approach
We’d like for you to consider the following two scenarios. As you read
them, we think you’ll begin to see how persons with dementia have
many of the same needs that we do and how being a Best Friend can be
a powerful tool for supporting quality of life.
Scenario 1
Imagine meeting an old friend for lunch and finding your normally
upbeat, positive friend in tears. As a friend, how would you respond?
You would probably:
• Ask her what is wrong. (Try to get more information. She tells you that
she has been laid off from a job that she loved and is worried about
her financial future.)
• Show you understand and have empathy. (Let her know that this has hap-
pened to you and that her feelings of worry and disappointment are okay.)
• Affirm her feelings. (“It’s really terrible that they treated you that way.
No wonder you are upset.”)
• Listen. (Focus, nod your head, take time to hear her.)
• Give a compliment. (“You are so talented and the best salesperson.”)
• Be encouraging. (“The job market is strong right now. I’m sure you’ll
get some offers and maybe even make more money!”)
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22 The Best Friends Approach to Dementia Care
Scenario 2
Imagine a similar scenario in your memory care program. A resident
who is normally calm and cheerful is sitting in her chair sobbing. As a
Best Friends care partner, what should you do? You might:
• Ask her what is wrong. (Try to get more information. Even though you
know that her son visited this morning, she says she has not seen
him in a long time, and she is worried about him.)
• Show you understand and have empathy. (Think about how you would
feel if a child of yours didn’t visit you for a long time.)
• Affirm her feelings. (“No wonder you are feeling so sad!”)
• Listen. (Slow down, make eye contact, nod your head.)
• Give a compliment. (“You are the best mom.”)
• Be encouraging. (“I’m sure he will be visiting soon. Let’s try his cell phone.”)
• Offer a hug. (Do so only if you know the person likes to be touched.)
• Use your sense of humor. (“That son of yours is such a funny character.
You are going to have to set him straight the next time he comes!”)
• And, finally, change the mood or redirect, in this case with a favorite
dessert. (“Let me treat you to your favorite chocolate ice cream with
lots of whipped cream. Now is the time for chocolate!”)
The resident relaxes, smiles, and begins talking about how proud she is
of her son’s accomplishments.
It’s remarkable that in these two scenarios your approach with
your friend over lunch is the same approach you can take with the
resident. Both the old friend and resident need a Best Friend to show
Introducing the Best Friends Approach 23
Know and use the person’s Life Story. We know our friends well,
our close friends even better. When persons with dementia forget
their past, it’s up to their Best Friends to do the remembering. Most
dementia programs have a form or procedure for collecting key social
and personal history—what the Best Friends approach calls the person’s
Life Story. In dementia care, the Life Story helps us help the person to
recall happy times and successes (a hole-in-one on the golf course or
a community award). The Life Story also gives us tools for redirection
when the person is having a bad day (asking a woman who loves to
bake to teach you how to make an apple pie).
Using the Life Story throughout the day to build a caring relation-
ship is a key element of the Best Friends approach. For example, a Best
Friends staff member who knows a resident lived in Hawaii might ask
the person to teach a group some simple Hawaiian words or schedule a
movie about surfing. The staff member might also offer the traditional
Hawaiian greeting of “Aloha” or talk to the resident about a recipe for a
delicious pineapple upside-down cake. Doing simple things inspired by
the person’s Life Story can help a resident feel safe, secure, and valued.
(See Chapter 3 for an in-depth look at the Life Story.)
Know just what to say when communication is breaking down.
Dementia damages a person’s ability to communicate. The person often
has trouble making conversation, expressing his or her wishes verbally,
and understanding requests. Making matters worse, the short-term for-
getfulness that accompanies most types of dementia means that even if
the person understands a question from you (“Barbara, can I help you
brush your teeth?”), your words may soon be forgotten (the person says
“Yes,” but then walks out of the bathroom).
Friends talk a lot, text, e-mail, and even communicate with non-
verbal language. The Best Friends staff member understands the impor-
tance of slowing down and being present for the person with dementia
as well as using good communication skills. There is a wrong way and
right way to communicate with a person with dementia, and the tips we
share in Chapter 4 will help you build your skills.
Develop the “Knack” of great dementia care. Knack is the art of doing
difficult things with ease or using clever tricks and strategies. How do
we get the Knack? When we rethink or recast our relationship from staff
member to Best Friend, our worldview changes. You practice patience
and understanding. If the person says that she likes the current president,
Bill Clinton, we don’t correct her. Instead we might say, “I like him, too.”
Introducing the Best Friends Approach 29
David Troxel’s mother, Dorothy, was diagnosed with Alzheimer’s disease in 1999.
After being cared for at home for 7 years, she moved into memory care at Carlton
Senior Living in Sacramento, California. On most days, she was upbeat, but she had
occasional bad days. When this happened, staff would offer her a cup of Earl Grey
tea with milk. “My mother was Canadian, and her parents were British,” says David.
“Earl Grey tea with milk was her favorite and represented past traditions and rituals.
When staff (with lots of Knack) offered her this drink, she felt known and appreciat-
ed, and her worry would change to contentment.”
30 The Best Friends Approach to Dementia Care
The Carlton Senior Living staff often thanked Dorothy for being their friend, and
she thanked them for being her friend. Friendship proved to be comforting and
connecting. “When she died at the community after almost 2 weeks in hospice, I
was deeply moved by how her Best Friends care partners would take shifts sitting
with her,” says David. “In fact, one of her Carlton Senior Living Best Friends, Hafida,
came in on her own time to sit with her, along with me, my father, and our family
friend Myra when she died.”
we think we know about our friends, there are often surprises, such as
an opera-loving friend who secretly has a passion for country music.
Friends also become good judges of each other’s moods and per-
sonalities. For instance, a friend develops a sense of timing by knowing
when it’s okay to tease someone and how. Friends even begin to under-
stand each other’s problem-solving style by knowing when a word of
advice is welcome and when it may be resented.
In dementia care, Best Friends care partners get to know the person’s
history and personality by
• becoming the person’s memory
• being sensitive to the person’s values and spiritual traditions
• being sensitive to the person’s culture
• learning the person’s personality, moods, and problem-solving style
The Best Friends Care Partner Becomes the Person’s Memory
It’s often difficult to learn biographical information from someone with
dementia. He may have forgotten much of the past or simply be unable
to recall the names of people, places, or things in his life. The Best
Friends staff should learn as much as possible about the person in order
to offer cues and reminders of his previous achievements.
“California regulations state that we cannot admit a person to memory care without a
doctor’s report or a TB test—Plymouth Village puts Life Story information in the same
category. Having a rich Life Story when the person moves in allows us to meet their
personal preferences and deliver the best, relationship-based care.” (Connie Garrett,
Director of Resident Services, Plymouth Village, Redlands, CA)
A good Life Story can tell you important details related to work, family,
and spiritual traditions, but it can also reveal small facts that can make
or break the day. Perhaps the person loves spicy food (so we know to
have hot sauce available) or likes to sleep in her socks (thus allowing us
to hold up a fun pair of red socks and offer them to her as she prepares
to retire for the evening). Make the Life Story a priority!
The Best Friends Care Partner Is
Sensitive to the Person’s Values and Spiritual Traditions
Even late in the illness, the person often retains his or her religious or
spiritual traditions. It’s important to ask the person and his or her family
about spiritual practices. Did the person participate in a faith commu-
nity? Did he or she find a spiritual connection through other means?
32 The Best Friends Approach to Dementia Care
Percell Smith, Jr., is a vice president of resident loyalty for CHE Trinity Senior Living
Communities in Livonia, Michigan. He leads the implementation of Sanctuary™, a
person-centered model that honors the sacredness of every soul. “As a faith-based
organization, we seek to understand each resident’s spirituality. Taking the time to
share a favorite hymn or inspirational reading with one of our residents is a gift.
These precious moments enable us to develop relationships and share meaningful
experiences with persons living with dementia.”
Friends communicate.
In dementia care, a Best Friend:
Listens skillfully
Speaks skillfully
Asks questions skillfully
Speaks using body language
Gently encourages participation in conversations
Continued