Establishing Expectations for Professionalism: Patient and Family Centred Care

1. 2019 Perspectives Symposium
January 31, 2019
#TSINPerspectives2019

2. Leela Prasaud
Establishing Expectations for
Professionalism:
Patient and Family Centred Care

3. Leela’s Story
Why did I become a Patient and Family
Advisor?

4. Pillars of Patient and Family Centred care
• Partnership
• Information Sharing
• Participation
• Collaboration

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. 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. Participation
• Patients and families are encouraged and
supported in participating in care and
decision-making at the level they choose.

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. 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. Respond with heart
• Hear
• Empathize
• Apologize
• Respond
• Thank

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. 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. Thank you

14. Video clip