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
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Describe how patient and family stories can
influence decision making, shape attitudes and
develop best practices
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Learn about one model to prepare front-line staff
to effectively partner with families
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Partner with families for process improvement in
changing the cultural norm
Hearing the parents’ concern
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We don’t always do it well
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At times, children with significant disabilities are
perceived to be treated differently
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“My child is not going to be a success story”
Words and actions - or the lack of, can hurt
The call to action
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Families also have positive experiences and are
committed to making Children’s the best hospital
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“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
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Individual feedback
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Focus groups
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Parents and staff shared focus group summary
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Management group
Departments
Hospital Steering Committee
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First time parents invited to present to HSC
Taking action – one solution
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Vice President for Ambulatory Care Services
required training to be developed for all frontline
ambulatory care staff
Training Design
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Clarifying the educational need
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Use of a multidisciplinary team
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Discussion and research
FCC coordinator
RN clinicians
Parent advisor
Interactive forum
Training Goals
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Create a climate for open dialogue
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Introduce power of the voice
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Staff
Parent
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Promote change in the cultural norm
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Education through tools/resources
Training Evaluation
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Staff report increased awareness, comfort level
and practical learning
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“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”
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“Particularly helpful to hear family’s perspective”
Our family’s voice
Cherylyn and Connor McRae
What we learned
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The family voice is compelling and motivates
change
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Helps define the problem
Provides direction for improvement
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Value of multidisciplinary approach
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Importance of everyone to receive training
Changing the culture
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Providing the “negative” in a “positive” light to
inspire culture change
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Variance in readiness and starting point
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Sustaining the gains
It’s a Journey
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Use the power of the family voice to
connect and transform
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Build on successes
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One step at a time –
one conversation at a time
What Questions Do You Have?