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Connecting with the Family: A New Look at Family Centered Care
- 1. Teesha Miller, BS Children’s Mercy Hospital Parent to Parent Program Manager Connecting with the Family: A New Look at Family Centered Care
- 2. What is Family Centered Care? “Patient- and family- centered care is an approach to the planning, delivery, and evaluation of health care that is grounded in mutually beneficial partnerships among patients, families, and health care providers.” Institute for Patient- and Family- Centered Care
- 3. Another Definition of PFCC • The needs of the patient come first • Nothing about me without me • Every patient is the only patient “physician tries to enter the patient’s world, to see the illness through the patient’s eyes.” Don Berwick, M.D. former President and CEO of Institute for Healthcare Improvement (IHI)
- 4. Patient- and family- centered care is founded on the understanding that the family plays a vital role in ensuring the health and well-being of patients of all ages.
- 5. Core Concepts of Family Centered Care • Dignity and Respect • Information Sharing • Participation • Collaboration
- 6. Dignity and Respect • Listen to and honor patient and family perspectives and choices • Incorporate into care planning and decision making • Patient and family knowledge • Values • Beliefs • Cultural backgrounds
- 7. Information Sharing • Share complete and unbiased information • Remember that information sharing is a two-way street • Health care professionals provide timely and accurate information to families • Families are the experts on their child and have valuable information to share with the team
- 8. Participation • Patients and families are encouraged and supported in participating in care and decision making at the level they choose
- 9. Collaboration • Patients and families are included on an institution-wide basis • Policy and program development • Health care facility design • Professional education • Delivery of care
- 10. “Patients and their families are treated with compassion in a family-centered environment that recognizes their physical, emotional, financial, social and spiritual needs.” Children’s Mercy Hospitals and Clinics Mission Statement
- 13. Family feedback • “I waited an hour and a half after our son was out of surgery to see him, I sure wish I could have gotten in sooner. I know to stay back and let them work, we’ve been here so much.” • “I waited for two hours in the Ronald McDonald room and no one came to get me after surgery until I went to the waiting area and asked. Then I was able to see my daughter in about 10 minutes.”
- 14. Basic needs of families • Information about their child • Reassurance and support • Need to be near patient
- 15. Literature shows… • Acute illness causes significant distress for family caregivers • Families that function well and provide adequate support can improve the quality of life for an ill child • Family stress interferes with the ability to receive and comprehend information • Repetition and presentation in multiple formats is important for retention
- 16. What else do we know? • Families benefit from a sense of order during a chaotic time • Some structure and policy provide support and “safety” for families • Inconsistency wreaks havoc over families who are struggling to maintain control • Bedside nurses can’t meet all the needs of families and provide care to the patients alone – all the staff need knowledge and training in how to provide Family Centered Care
- 17. Why Family Centered Care? • It’s the right thing to do • The Joint Commission • New patient-centered communication standards will be included in accreditation decision beginning January 1, 2012 PC.02.01.21 The hospital effectively communicates with patients when providing care, treatment, and services. RI.01.01.01 The hospital respects, protects, and promotes patient rights.
- 18. YOU are a piece of the puzzle! Child Life/Music Therapy Respiratory Care Volunteers Social Work Medical Team Patient Family Chaplaincy
- 19. ©2013 Children's Mercy. All Rights Reserved. 09/13 Transforming Knowledge into Practice
- 20. ©2013 Children's Mercy. All Rights Reserved. 09/13
- 21. ©2013 Children's Mercy. All Rights Reserved. 09/1321 Can’t Buy Me Like Today’s brands face an apparent choice between two evils: continue betting on their increasingly ineffective advertising or put blind faith in the supposedly mystical power of social media, where “likes” stand in for transactions and a mass audience is maddeningly elusive. As Lennon and McCartney wrote a half century ago, money can’t buy you love. But in today’s world, where people have become desensitized—even disillusioned—by ad campaigns and marketing slogans, that maxim needs an update: Money can’t even buy you like. We’ve entered the “Relationship Era,” where the only path for businesses seeking long-term success is to create authentic customer relationships. Not through hip social media promotions, viral videos or blizzards of micro-targeted online ads. Where do “authentic customer relationships” come from? Honesty. Transparency. Shared values. A purpose beyond profit. Sure we still have a high-quality product or service to offer, but that’s not enough. In this age of technology people can easily discover everything that’s ever been said about CMH, we can’t manipulate, seduce, persuade, flatter or entertain them into loyalty. We have to treat them like flesh-and-blood human beings, not abstract consumers or data points on a spreadsheet.
- 22. ©2013 Children's Mercy. All Rights Reserved. 09/13 It is a deadly serious reality of business. It is why General Motors abandoned its $10 million annual budget for Facebook ads, The good news is that some companies have already embraced the Relationship Era and are enjoying consistent growth and profits while spending substantially less on marketing than their competitors. Panera Bread, which doubled per-store sales by focusing on ways to create a welcoming environment while spending just 1 percent of sales on advertising. What does this mean at CMH?
- 23. ©2013 Children's Mercy. All Rights Reserved. 09/13 Consistent Experience Repeatable
- 24. ©2013 Children's Mercy. All Rights Reserved. 09/13 Consider the circumstances: (a) Chaos (b) Calm (c) Conversational (d) Calamity
- 25. Activity
- 26. ©2013 Children's Mercy. All Rights Reserved. 09/13 The Power of Language - Reflections on Family‐Centered Language in Policies and Communication Joanna Celenza March of Dimes/CHaD ICN Family Support Specialist
- 27. ©2013 Children's Mercy. All Rights Reserved. 09/1327 The Power of Words (Created by an Obstetrics Unit) Words to Eliminate Words to Live By Prohibited Encouraged Inform Communicate Allowed Welcomed or Encouraged Delivery Birth Cesarean Section Cesarean Birth Estimated Date of Confinement Estimated Date of Birth Incompetent Cervix History of Prematurity Discharge Going Home Rules Orientation Excerpted From the Patient- and Family-Centered Care Toolkit v1.0 – Memorial Healthcare Systems
- 28. Resources • Institute for Patient and Family Centered Care www.ipfcc.org • PFCC Partners at the Innovation Center of UPMC www.innovationctr.org • The Joint Commission www.jointcommission.org • Children’s Mercy Hospitals and Clinics www.childrensmercy.org
- 29. References • Balik, B., Conway, J., Zipperer, L., & Watson, J. (2011). Achieving an exceptional patient and family experience of inpatient hospital care. Institute for Healthcare Improvement Innovation Series 2011. Retrieved on June 1, 2011 from www.IHI.org • Chow, S. (1999). Challenging restricted visiting policies in critical care. Journal of the Canadian Association of Critical Care Nurses. 10:2, p. 24-27. • Griffin, J., Friedemann-Sanchez, G., Hall, C., Phelan, S., & van Ryn, M. (2009). Families of patients with polytrauma: Understanding the evidence and charting a new research agenda. Journal of Rehabilitation Research & Development. 46:6, p. 879-892. • Henneman & Cardin. (2002). Family-centered critical care: A practical approach to making it happen. Critical Care Nurse. 22:6, p. 12-19.
- 30. References • Honea, N., Brintnall, R., Given, B., Sherwood, P., Colao, D., Somers, S., & Northouse, L. (2007). Putting evidence into practice: Nursing assessment and interventions to reduce family caregiver strain and burden. Clinical Journal of Oncology Nursing. 12:3, p. 507-516 • Lee, M., Friedenberg, A., Mukpo, D., Conroy, K., Palmisciano, A., & Levy, M., (2007). Visiting hours policieis in New England intensive care units: Strategies for improvement. Critical Care Medicine. 35:2, p. 497-501. • Titler & Walsh. (1992). Visiting critically ill adults – strategies for practice. Critical Care Nursing Clinics of North America. 4, p. 623- 632.
- 31. ©2013 Children's Mercy. All Rights Reserved. 09/13 Questions?
- 32. Thank You!
Editor's Notes
- Taking a look at patient and family centered care relative to the respiratory therapist can be a bit challenging for our psyche.
- Take into account the circumstances under which information is being shared Families are under stress Families come in “as we are” Information will need to be shared multiple times – with dignity and respect
- Families have different ways of coping some become very involved while others cope by taking a back seat approach – both ways are respected
- Imbedded within CMH Mission statement
- That was an overview of what FCC is Now let’s talk about how families and respiratory therapist interact. The registered respiratory therapist (RRT) applies scientific knowledge and theory to practical clinical problems of respiratory care. The respiratory therapist is qualified to assume primary responsibility for all respiratory care modalities, including the supervision of certified respiratory therapist (CRT) functions. The respiratory therapist may be required to exercise considerable independent clinical judgment, under the supervision of a physician, in the treatment of patients with respiratory dysfunction.
- Every family you meet is under stress Every family deals with stress differently – how do you see families dealing with stress Which way is the “right way”?
- There are processes in place….. Your opportunity is to realize where THIS family at THIS moment is and to be a source of comfort Many layers of stress – what can I do to peel away a layer
- Recognizing that these are very important needs for families – other information takes a back seat before these needs are met
- How much thought do you give to BRAND RECOGNITION as a Respiratory Care professional?
- In the era of Facebook, Instagram and Tumblr, consumers are even more aware of the purchasing power. The phenomena is the power of the opinion – and it matters! People are accustomed to addressing items concretely – either like or dislike
- Thank the unit secretaries that approach work as a calling. That have a positive disposition with families and with each others. Explain why that characteristic is not only necessary but needed.
- Chaos: disorder: a state of complete disorder and confusion Calm: not anxious: without anxiety or strong emotion Conversational: connected with conversation: relating to informal talking, especially to the ability to say interesting things Calamity : distress: misery or distress resulting from a disastrous event John Quiones – What Would You Do?
- Partner with your neighbor and think of 3-5 ways you can begin to include patients and families in your everyday practice relative to your “environment.”