2011 05-28 pam marshall

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Caring For You, Caring For Our Community 2011

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2011 05-28 pam marshall

  1. 1. Patient Relations and Family Decision-Making Pam Marshall Executive Director Patient Relations and Legal Affairs
  2. 2. What does Patient Relations do? <ul><li>Resolve complaints from patients and families in collaboration with staff and physicians </li></ul><ul><li>Receive and distribute compliments </li></ul><ul><li>Provide education and coaching </li></ul><ul><li>Assist in patient/family situations </li></ul><ul><li>Collect data to impact care improvements </li></ul>
  3. 3. What happens if you complain? <ul><li>Patient Relations gathers information and investigates the concerns </li></ul><ul><li>Review the health record, talk to staff and physicians </li></ul><ul><li>Work with family/patient and staff to resolve concerns </li></ul><ul><li>Resolving concerns may include; </li></ul><ul><ul><li>Reviewing record with patient/family </li></ul></ul><ul><ul><li>Family meetings </li></ul></ul><ul><ul><li>Letters of clarification </li></ul></ul><ul><ul><li>Phone calls </li></ul></ul><ul><li>We try to resolve complaints within 15 working days </li></ul>
  4. 4. Common Issues <ul><li>We have concerns/questions about our care or the care of our loved one </li></ul><ul><ul><li>Talk to your care provider (nurse, physician) </li></ul></ul><ul><ul><li>Involve the Unit Charge Nurse or Manager if unresolved </li></ul></ul><ul><ul><ul><ul><li>There is a Charge Nurse every shift on each unit </li></ul></ul></ul></ul><ul><ul><ul><ul><li>Each unit has a Manager available Monday - Friday </li></ul></ul></ul></ul><ul><ul><li>Other resources are also available: </li></ul></ul><ul><ul><ul><ul><li>Social Worker, Ethicist, Patient Relations </li></ul></ul></ul></ul><ul><ul><ul><ul><li>Ethicist is employed by TSH and helps with difficult moral issues </li></ul></ul></ul></ul><ul><ul><li>If unresolved issues remain, family meetings with all involved to develop plan of care can be helpful </li></ul></ul>
  5. 5. Common Issues <ul><li>2. We disagree with the plan of care for our family member </li></ul><ul><ul><li>Involve the family member whenever possible </li></ul></ul><ul><ul><li>Make decisions based on what the patient wants, NOT the family </li></ul></ul><ul><ul><li>Collaborate with the care team </li></ul></ul><ul><ul><li>Designate one spokes person for family </li></ul></ul>
  6. 6. Common Issues <ul><li>Our family member is not capable of making decisions </li></ul><ul><ul><li>Power of Attorney for Personal Care makes decisions for you </li></ul></ul><ul><ul><ul><li>POA document outlines who has responsibility for making decisions when you cannot </li></ul></ul></ul><ul><ul><li>If no POA, a Substitute Decision Maker (SDM) is assigned based on the Health Care Consent Act </li></ul></ul><ul><ul><ul><li>SDM is not a document but the priority of decision makers as outlined in the ACT </li></ul></ul></ul><ul><ul><ul><ul><li>Spouse or partner </li></ul></ul></ul></ul><ul><ul><ul><ul><li>Child or parent </li></ul></ul></ul></ul><ul><ul><ul><ul><li>Brother or sister </li></ul></ul></ul></ul><ul><ul><ul><ul><li>Any other blood related relative </li></ul></ul></ul></ul><ul><ul><li>SDM must act in the best interests of the patient based on what the patient would want if they could decide </li></ul></ul>
  7. 7. Common Issues <ul><li>4. The physician says further treatment will be unsuccessful </li></ul><ul><ul><li>Challenging situation for everyone </li></ul></ul><ul><ul><li>Ongoing communication is crucial </li></ul></ul><ul><ul><li>Collaboration is important </li></ul></ul><ul><ul><li>Health care professionals are committed to doing what is best for the patient </li></ul></ul><ul><ul><li>Ethicist can be brought in to assist with discussions </li></ul></ul><ul><ul><li>Each case is unique </li></ul></ul>
  8. 8. What you can do <ul><li>Be an informed consumer </li></ul><ul><ul><li>HOWEVER … don’t believe everything you read on the Internet! </li></ul></ul><ul><li>Plan/prepare for the unexpected e.g.. long term care </li></ul><ul><li>Discuss your wishes with your loved ones </li></ul><ul><li>Ask your family members what their wishes are </li></ul><ul><li>Prepare an Advanced Health Care Directive </li></ul><ul><ul><li>Instruction Directives: Sometimes referred to as a Living Will </li></ul></ul><ul><ul><ul><li>Outlines what treatment you want if unable to speak for yourself </li></ul></ul></ul><ul><ul><li>Proxy Directives: Identifies someone to speak for you </li></ul></ul><ul><ul><ul><li>Power of Attorney for Personal Care </li></ul></ul></ul><ul><li>Advanced Directives do not need a lawyer </li></ul><ul><ul><li>Should be discussed with your family, give friends and family a copy </li></ul></ul><ul><ul><li>Templates available via internet search </li></ul></ul>
  9. 9. Contacting Patient Relations www.tsh.to (Contact Us link) 416-495-2701 ext 5424 (Birchmount ) 416-431-8200 ext. 6140 (General)

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