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Perspectives 2019: Leela Persaud


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Establishing Expectations for Professionalism: Patient and Family Centred Care

Published in: Government & Nonprofit
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Perspectives 2019: Leela Persaud

  1. 1. 2019 Perspectives Symposium January 31, 2019 #TSINPerspectives2019
  2. 2. Leela Prasaud Establishing Expectations for Professionalism: Patient and Family Centred Care
  3. 3. Leela’s Story Why did I become a Patient and Family Advisor?
  4. 4. Pillars of Patient and Family Centred care • Partnership • Information Sharing • Participation • Collaboration
  5. 5. Partnership: Working WITH them instead of doing TO or FOR them • We listen to and respect patient and family perspectives. • We honor the diversity of our patients and respect their choices. • Patient and family knowledge, values, beliefs and cultural backgrounds are incorporated into the planning and delivery of care. • We treat patients and families with compassion, kindness and courtesy.
  6. 6. Information Sharing • Sharing complete and unbiased information with patients and families in ways that are affirming and useful. • Patients and families receive timely, complete and accurate information in order to effectively participate in care and decision-making.
  7. 7. Participation • Patients and families are encouraged and supported in participating in care and decision-making at the level they choose.
  8. 8. Collaboration • Patients, families, health care practitioners, and health care leaders collaborate in policy and program development, implementation and evaluation; in research; in facility design; and in professional education, as well as in the delivery of care.
  9. 9. Start with heart S mile and greet warmly T ell your name, role and what to expect A ctive listening and assist R apport and relationship building T hank the person
  10. 10. Respond with heart • Hear • Empathize • Apologize • Respond • Thank
  11. 11. Importance of communication and connection • Eye contact • Muscles - of facial expression • Posture - sit at eye level • Affect - emotion, sad, hurt • Tone of voice/body language • Hearing/listening
  12. 12. Empathy • Empathy when there is increasing technology – Look at the patient, not just at the technology • Compassion – Non-verbal communication – Show concern- what is their worry? – Be aware of how different cultures behave and what is acceptable or not, if in doubt, ask
  13. 13. Thank you
  14. 14. Video clip