Safety Net Medical Home Initiative
Juliette Schlucter
March 7, 2011
Shall We Dance?Patient and Family-Centered Partnerships to
Advance Safety, Quality and the Experience of Care
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Shared Expertise
A Cultural Shift Expectations of Families Expectations of HealthCare
Professionals Getting Comfortable with Uncertainty Honoring each other’s expertise
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Core Concepts of Family-Centered Care
Family-centered care places emphasis on mutually beneficial partnerships between patients, families and healthcare professionals. It acknowledges that families, however they are defined, are essential to patients’ health and well-being and are allies for quality and safety within the health care system.
Respect and dignityCommunication and Information SharingParticipationCollaboration
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Creating A Blueprint for Action
The Patient Perspective The Staff Perspective
Understanding then
Bridging The Gap
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Bridging The Gap
“Two words, information and communication are often used interchangeably, but they signify quite different things. Information is giving out; communication is getting through.”
Sidney Harris
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So, How Do We Get Through?
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Strategies for Getting Through
Transforming a culture through collaboration. Incorporating patient/family and staff
perspectives in strategy, operational goals and implementation.
Getting all of the stakeholders in the room. Behavior based skills.
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Creating a Culture of Collaboration
Patients/Families on Staff Patient/Family Faculty Patient/Family and Youth Advisory
Councils Facility Design Sharing Best Practices Patient Safety and Quality A Culture of Transparency
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Patient and Family-Centered Best Practices for Safety and Quality
Bedside Rounds With Patients and Families Family Presence during resuscitation Patient/Family engagement in decision
making and change of shift. Delivering care when a computer is between
the staff and patient or family. KIDS Communication Skills
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What Does it Mean to Partner?
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It is time to ask some tough questions of our patients, our families and our staff: I feel supported by staff to speak up if I believe something is
not going well. My gut instincts about my or my loved one’s illness were
listened to, validated and responded to by my health care team.
I understood the safety risks in my care and how I can work with my team to prevent them.
My healthcare team explained the risks and benefits of my treatment in ways I could understand and make decisions.
P atient and F amily-C entered C ollaboration is not the s ame as C us tomer S ervice
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Patient and Family-Centered Care is About Good Stewardship
Juliette Schlucter
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Direc tional C ards
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C ultural E ffec tivenes s
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Critical Success Factors
Enlist support from the top Tie programs to vision and core values Tie collaboration to performance appraisal Look for champions Stay true to the culture of your institution.
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Changing A Culture
Name it Build Awareness Share Successes Provide Resources Measure Educate Empower Prepare the Next
Generation
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