the power of the family voice: a call to action carol parry, family centered care coordinator kim...
TRANSCRIPT
The Power of the Family Voice:
A Call to ActionCarol 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
Discussion and research
Use of a multidisciplinary team 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?