Partnering With Families for Patient Safety
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Transcript Partnering With Families for Patient Safety
The Power of the Family Voice:
A Call to Action
Carol Parry, Family Centered Care Coordinator
Kim Graves, Ambulatory Education Specialist
Cherylyn and Connor McRae,
Parent Advisor & Son
Objectives
Describe how patient and family stories can
influence decision making, shape attitudes and
develop best practices
Learn about one model to prepare front-line staff
to effectively partner with families
Partner with families for process improvement in
changing the cultural norm
Hearing the parents’ concern
We don’t always do it well
At times, children with significant disabilities are
perceived to be treated differently
“My child is not going to be a success story”
Words and actions - or the lack of, can hurt
The call to action
Families also have positive experiences and are
committed to making Children’s the best hospital
“Let’s create a culture at Children’s where there is
no question that all children and teens, including
those with special needs, are of great value”
Building the platform
Individual feedback
Focus groups
Parents and staff shared focus group summary
Management group
Departments
Hospital Steering Committee
First time parents invited to present to HSC
Taking action – one solution
Vice President for Ambulatory Care Services
required training to be developed for all frontline
ambulatory care staff
Training Design
Clarifying the educational need
Use of a multidisciplinary team
Discussion and research
FCC coordinator
RN clinicians
Parent advisor
Interactive forum
Training Goals
Create a climate for open dialogue
Introduce power of the voice
Staff
Parent
Promote change in the cultural norm
Education through tools/resources
Training Evaluation
Staff report increased awareness, comfort level
and practical learning
“One of the most important meetings I’ve ever
attended as an employee of Children’s. The topic
addressed are some of the core values we must
address as part of Children’s mission”
“Particularly helpful to hear family’s perspective”
Our family’s voice
Cherylyn and Connor McRae
What we learned
The family voice is compelling and motivates
change
Helps define the problem
Provides direction for improvement
Value of multidisciplinary approach
Importance of everyone to receive training
Changing the culture
Providing the “negative” in a “positive” light to
inspire culture change
Variance in readiness and starting point
Sustaining the gains
It’s a Journey
Use the power of the family voice to
connect and transform
Build on successes
One step at a time –
one conversation at a time
What Questions Do You Have?