2019 Perspectives Symposium
January 31, 2019
Establishing Expectations for
Patient and Family Centred Care
Why did I become a Patient and Family
Pillars of Patient and Family Centred care
• Information Sharing
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
• 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.
• Sharing complete and unbiased information with
patients and families in ways that are affirming and
• Patients and families receive timely, complete and
accurate information in order to effectively participate
in care and decision-making.
• Patients and families are encouraged and
supported in participating in care and
decision-making at the level they choose.
• 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.
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
Importance of communication and
• Eye contact
• Muscles - of facial expression
• Posture - sit at eye level
• Affect - emotion, sad, hurt
• Tone of voice/body language
• Empathy when there is increasing
– Look at the patient, not just at the technology
– 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