Managing patient vulnerability through person- and family-centered care communication Date: 23 th March 2019 Presented by: Sharda Udassi, MD, FAAP, CMQ, FIQua Srikant Sarangi, MA, PGCTE, PGDTE, M.Litt, PhD, FASS Associate Professor of Clinical Pediatrics, Weill Cornell Medicine Professor in Humanities and Medicine Director, Danish Institute of Humanities and Medicine (DIHM) Physician Director of Quality for Children’s Services Aalborg University, Denmark Sidra Medicine, Qatar
DISCLOSURE We, the speakers, do not have any relevant financial relationship with commercial interest to disclose.
Multidisciplinary approach to patient and family centered care- how to incorporate this in day to day health care settings. Sharda Udassi, MD, FAAP, CMQ, FIQua Associate Professor of Clinical Pediatrics, Weill Cornell Medicine Physician Director of Quality for Children’s Services Sidra Medicine, Qatar
Learning Objectives At the end of this session, participants will be able to: •Explain which hospital wide systems are needed to incorporate multidisciplinary, person and family centered care in day to day health care settings •Explain how to incorporate PFCC in day to day Outpatient health care settings •Explain how to incorporate PFCC in day to day Inpatient health care settings
Core Concepts for Person and Family Centered Care 2 1 3 4
Hospital wide systems needed to incorporate Multidisciplinary PFCC in day to day health care settings
Hospital Culture and Leadership Support • Strong hospital leadership is essential for creating and sustaining a supportive culture for patient and family centered care (PFCC), achievable by : 1. Communicate hospital’s vision/values related to PFCC 2. Serve as role models for partnering with patients and family members 3. Provide necessary infrastructure and resources 4. Involve and support hospital staff in PFCC initiatives 5. Integrate PFCC into personnel policies and practices
Person and Family Centered Care enhances Safety Culture • Patient- and family-centered care is working "with" patients and families, rather than just doing "to" or "for" them. • Engaging/Empowering Patients to speak up when they have safety concerns *Johnson, B. H. & Abraham, M. R. (2012). Partnering with Patients, Residents, and Families: A Resource for Leaders of Hospitals, Ambulatory Care Settings, and Long-Term Care Communities. Bethesda, MD: Institute for Patient- and Family-Centered Care.
Partnering with Patients and Families - IPFCC Mini Toolkit Following are the resources provided : 1. Patients and Families as Advisors in Enhancing Safety and Quality: Broadening Our Vision 2. Patient and Family Advisors Sample Application Form 3. Patient Safety Champions : Helping Develop and Support Partnerships with Patients and Families 4. Tips for Group Leaders/Facilitators on Involving Patients and Families on Committees and Task Forces 5. Applying Patient- and Family-Centered Concepts to Rapid Response Teams 6. Selected Resources for Partnering with Patients and Families in Patient Safety * Institute for Patient- and Family-Centered Care, MD, US. For additional information and strategies, download the following resources from the Institute’s website at http://www.ipfcc.org/tools/downloads.html
At Sidra Medicine PFCC is fundamental to Patient Safety, Quality Improvement and Patient Experience
Standardization of Health Care is key to incorporating Multidisciplinary Person and Family Centered care • Standardization of health care by setting policies, procedures, guidelines. • PFCC Related Sidra documents used to assure safety: 1. Patient Rights and Responsibilities Policy 2. Patient and Family Centered Care Procedure 3. Checklist - O - Family Centered Care Principles Review Checklist for policies, procedures and guidelines review 4. Family Escalation of Care Procedure
TeamSTEPPS Person and Family Centered Care in Patient Safety • Sidra utilizes TeamSTEPPS to promote safety incorporating Person and Family Centered Care • Having all staff go through TeamSTEPPS • Teach staff to partner with family and be culturally aware. • This contributes to more safe environment.
Patient Experience Core Functions Related to Patient Safety PEOPLE, EDUCATION & COMMUNICATION • Language interpreters; Cyracom; Arabic Training – improve experience and prevent safety errors due to miscommunication • Customer Service Training for staff, to assure staff approachable • Patient and Family Advisory Council and Focus Groups as community engagement efforts
Patient Experience Core Functions Related to Patient Safety GUEST RELATIONS AND HOSPITALITY: • Guest Relations; Information desk - frontline staff addressing patients and family safety concerns • Patient Feedback Call center: Provides healthcare access 24/7 to enhance patient safety
Patient Experience Core Functions Related to Patient Safety DATA & TECHNOLOGY: • CRM (Customer Relationship Management software)Provide information about patient experience, preferences and unintended safety related events • Patient Survey data/trends; Datix Complaints includes near misses or harm events identified by patients and families • PES (Patient Engagement System)-Provide patient safety education • Patient Portal-Empowers patients to assure their health care safety
How multidisciplinary, person and family centered care daily practices enhances patient safety at Sidra
Person and Family Centered Care in Patient Safety Patient Education: Provide patients the tools they need, to be ‘the expert’ of their own care •What is their blood type? •Why they are receiving this treatment?
Child Life Services: Focus on person and family-centered care, impacting patient safety • Sharing developmentally appropriate information - key factor in providing safe, high quality, patient- and family-centered care. • Child life specialists act as interpreters of healthcare environments and experiences. • Effectively helping children and families better understand and cope with difficult healthcare encounters. • Medical play = simulation for children • Coping & other non-pharmacological pain management techniques
Incorporating Multidisciplinary Patient and Family Centered Care in Outpatient Healthcare Settings
Sidra Person and Family Center Care Video - Old Way
Sidra Person and Family Center Care Video – New Way
Incorporating Patient and Family Centered Care in Inpatient Healthcare Settings
Inpatient Rounds Old Way New Way https://youtu.be/Su1zIb66S8Y
Intensive Care Unit PFCC Round Education Video https://youtu.be/ikL29Gn4bU4
How to Save a Life: Speaking Up to Prevent Medical Errors Near Fatal: A Patient Safety Story https://youtu.be/pcQUnGiuhzM
THANK YOU QUESTIONS OR COMMENTS?
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