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Patient and Family Centered Care
UWMC Patient and Family
Advisor ForumAn Information Session for Patients and Families
Interested in Serving as Advisors
Patient and Family Centered Care
Overview
• What is patient and family centered care (PFCC), and why?
• Core concepts of PFCC at UWMC
• Patient and Family Advisors and advisory councils
• What is your story?
• Next steps
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Patient and Family Centered Care
Public Perceptions of Health Care
• The system is a nightmare to navigate.
• Caregivers don’t provide enough information.
• Patients are not involved in decisions about their health care.
• Hospital caregivers are not emotionally supportive.
Source: American Hospital Association and the Picker Institute, 1996.
Patient and Family Centered Care
A New Health System for the 21st Century• Health care should be based on
continuous healing relationships.
• Care should be individualized.
• It is important for patients to be involved in their own care decisions.
• Patients and families should have improved access to information.
• Patients and families should be respected as partners in the healing/health care process.
Source: Institute of Medicine – Crossing the Quality Chasm: A New Health System for the 21st Century, 2001.
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Patient and Family Centered Care
Core Concepts of Patient and Family Centered Care (PFCC)
PFCC is about improving the experience of being a patient, or being the family member of a patient.
Patient and Family Centered Care
Mission
University of Washington Medical Center improves health
by providing exceptional patient and family centered care
in an environment of education and innovation.
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Patient and Family Centered Care
Patients and Families Bring Strengths
KEEP: A collaborative program developed with patients who have experienced dialysis and transplants, to assist other patients in learning ways to delay dialysis and cope with treatment
Patient and Family Centered Care
Information Sharing
Information is widely available at the hospital so that patients can make wiser health care decisions, and so that they know what is going on around them.
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Patient and Family Centered Care
Partnership
NICU parents on rounds
NICU parents partneringwith clinicians to create a more family-centered practice
Patient and Family Centered Care
Choices
1. Patient/Family Contacts Are Encouraged
UWMC believes that families and their support systems have a significant impact on a patient’s response to health and illness. Patient/family contacts are encouraged and promoted as frequently as possible.
Our goal is to meet the needs of our patients and this includes supporting them in deciding when the presence of family and friends is most needed.
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Patient and Family Centered Care
How Do We Know What PFCC Is?
• Patients and families teach us! Our Advisors tell us:
- What it is like to receive care here
- How the experience can be made better
Patient and Family Centered Care
Advisors Serve in a Variety of Ways
• One-time consultations - Feedback groups
- Advisors as faculty
- Forms review
• Membership on operations and clinical committees
• Advisory councils
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Patient and Family Centered Care
One-Time Consultations
• Feedback groups - Facility design
• Teaching clinicians about what is important in the care experience- OB/GYN and NICU
Resident Orientation
• Developing educational materials and patient-completed forms
Patient and Family Centered Care
Advisors Review and Edit Forms and Educational Materials
• One-time training for Advisors
• Review and feedback completed at home
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Patient and Family Centered Care
Membership on UWMC Operations and Clinical Committees
• Patient and Family Centered Care Steering
• Patient and Family Education
• Patient Safety
• Aesthetics and ADA
• Falls Prevention
• Grievance
• Professional Practice Councils
• Resource Center
• Spiritual Practices
• Ethics
Patient and Family Centered Care
Advisory Councils• Work with staff to
improve patient and family satisfaction with their care at UWMC
• One-year term minimum
• Meet monthly for 2 hours
• 8 to 15 patients/family members plus 4 to 6 staff members
• What they are NOT: Support groups
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Patient and Family Centered Care
Expanding Advisory Council Network
• Pregnancy & Childbirth Council
• Rehab Services Council
• Inpatient Oncology Council
• Neonatal Intensive Care Unit (NICU) Council
• ICU Council
• Outpatient Council
• Transplant Services Council
Patient and Family Centered Care
Our Councils at Work
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Patient and Family Centered Care
Characteristics of Patient and Family Advisors
• Can share insights and information about their experience in ways that help others learn
• See beyond their own personal experiences
• Show concern for more than one issue or agenda
• Listen well and respect the perspectives of others
• Speak comfortably in a group with candor
• Interact well and partner with many different kinds of people
Patient and Family Centered Care
Telling Your Story – Principles
• Avoid creating defensiveness:- Describe behaviors
without judgments
- Share the impact without attributing motive/intent
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Patient and Family Centered Care
What to Include in Your Story• Plan how to tell your story –
make notes• Focus on what is most
important about your story –key points you want to get across:- Share pictures, if helpful - Some find it helpful to describe a specific small
action, behavior, or step that made a big difference for you/your family
• Be clear on what do you NOT want to talk about• Effective use of negative stories:
- What didn’t work so well- What you’d like to see happen “next time”
Patient and Family Centered Care
Preparing to Tell Your Story
• Edit your notes – look for descriptions versus judgments, impact versus intent principles at work
• Casually rehearse for content and timing – keep to the time limit you are given
• Focus on the part of your story that adds a new feature or idea to the discussion and not a repetition of what was already shared
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Patient and Family Centered Care
What Is YOUR Story?
• Imagine that you are on a panel of patients and family members who will be talking about their care experience
• Think about a story – either “negative” or positive – to share
• You may have up to 3 minutes to tell a story
Patient and Family Centered Care
Impact of Your Stories• Your perspectives and experiences
provide the rich data that our healthcare teams need to continuouslyimprove our services
• Your participation allows for additional questioning and clarification to help us work together for problem solving
• Your stories help change the culture of UWMC in a positive way
• Continuous improvement is a journey, not a destination – your stories make the journey worthwhile
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Patient and Family Centered Care
Steps to Serve as a Patient/Family Advisor
1. Attend Information Session on advisor opportunities at UWMC (today)
2. Complete application for Patient and Family Advisors
3. Receive recruitment call about specific opportunities
4. Register as Volunteer Advisor through Volunteer Services and take training
Patient and Family Centered Care
To Learn More
To learn more about being an Advisor at UWMC, please contact:
Patient and Family Centered CareHollis Guill [email protected]
