Connecting with the Family: A New Look at Family Centered Care

Teesha Miller, BS Children’s Mercy Hospital

Parent to Parent Program Manager

Connecting with the Family: A New Look at Family Centered Care

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

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)

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.

Core Concepts ofFamily Centered Care

• Dignity and Respect• Information Sharing• Participation• Collaboration

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

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

Participation

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

Collaboration

• Patients and families are included on an institution-wide basis

• Policy and program development• Health care facility design• Professional education• Delivery of care

“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

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.”

Basic needs of families

• Information about their child• Reassurance and support• Need to be near patient

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

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

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.

YOU are a piece of the puzzle!

Child Life/Music Therapy

Respiratory Care

Volunteers

Social Work

Medical TeamPatient

FamilyChaplaincy

©2013 Children's Mercy. All Rights Reserved. 09/13

Transforming Knowledge into

Practice


Hi!........


Can’t Buy Me LikeToday’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 desensi tized—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.


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 environ ment while spending just 1 percent of sales on advertising.

What does this mean at CMH?


Consistent

Experience

Repeatabl

e

FAMILIES EXPECT


Consider the circumstances:

(a) Chaos

(b) Calm

(c) Conversational

(d) Calamity

Activity


The Power of Language -Reflections on Family‐Centered Language in Policies

and Communication

Joanna CelenzaMarch of Dimes/CHaD ICN Family Support

Specialist


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

Resources• Institute for Patient and Family Centered Care

www.ipfcc.org

• PFCC Partners at the Innovation Center of UPMCwww.innovationctr.org

• The Joint Commissionwww.jointcommission.org

• Children’s Mercy Hospitals and Clinicswww.childrensmercy.org

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.

http://www.ihi.org/

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.


Questions?

Thank You!

Connecting with the Family: A New Look at Family Centered Care

Health & Medicine

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