A Report from Family Partners Council

Transcription

1 A Report from Family Partners Council 2011

2 Family Partners Council Members Lauren Anthony Michelle Bargainer Desiree Bawcum Jennifer Brown Karin Buchanan Ryan and Erin Butterick Tiffany Casey Joanne Cunningham Renee Dominguez Pete Duncanson Brittaney Edmiston Tim and Bridgette Flack Ernest and Terza Hickman Jessica Huntley Don and Dana Hutson Zac and Amy Ives Dionne Jackson Shaletha Knox Steven and Angela McCarter Shelia McClain Stacey McLendon Jenni Pappas Patti Reed Larry and Natalie Robinson George and Latasha Sago David and Brittany Spence Kelli Williams Robert and Cathy Wilson Le Bonheur Staff Liaisons Caryline Adkins Meri Armour Kavanuagh Casey Jack Conrad Karen Faught Jane Hanafin Sharon Harris Kathy Healy-Collier David Henry Thomas Hobson Wyatt Howell Marissa Irwin Corey Johnson Rick Kanschat Kathie Krause Susan Lawhon Matt Love Sheon Lynch Tom Matisko Dr. William May Maureen O'Connor Janet Phillips Ann Reed Ken Roark Janie Roberts Blake Robertson Dave Rosenbaum Camille Schaeffer Whitney Smith Susan Steppe Tracy Tidwell Jennilyn Utkov Donna Vickery Dalene Wilson

3 Letter from the Chairman The light has dawned, and there has never been a better today at Le Bonheur Children s Hospital! I am honored and blessed to have a small role in a group that is helping direct Le Bonheur to even better tomorrows. Our accomplishments within the Family Partners Council are unique because of the unprecedented, true partnering among families, staff and supporters toward our common goal of patient- and family-centered care. I believe we have the best dedicated families and staff in place to realize our visions. One vision that has already become reality is the hospital. In December 2010, we opened an innovative, state-of-the-art facility that incorporated many suggestions from our Council. From room for parents to sleep and observe their child in the Intensive Care unit to extra electrical outlets and easy way-finding to cafeteria off-hour alternatives, the new Le Bonheur is family centered. But Le Bonheur s new realities don t stop with the brick and paint. For the first time, Le Bonheur Children's Hospital has been named to U.S. News & World Report's Best Children's Hospitals list. A better experience from the families translates into success for the hospital, and Le Bonheur is being noticed for its accomplishments! Of course, there are many reasons for this particular accomplishment, but we do believe that everyone is seeing the benefit of incorporating the family voice into their decisions and goals. We are proud to serve alongside such talented and visionary personnel, and we can be proud of our contribution. In the end, however, it is all about the children. One late Le Bonheur evening, I came upon a weary mom and her two small children walking the halls to break the monotony. I related immediately. I followed for a moment, soaking in the joy as I watched the smallest boy skip beside the light-up children on the wall. Back and forth. Back and forth. Every time a panel lit up, he lit up. Then the mom started to light up. With each of the child s giggles, I could see a bit of the day s weariness fade from her face. It gave me great satisfaction that night to have had the privilege of observing some of the reward of our hard work. It is a new day at Le Bonheur! We are making a difference, and that difference is measured in light! Patti Reed Chairman, Family Partners Council Right: Lactation Consultant Ruth Munday, center, received the Family Partner s Council 2010 Family Choice Award. Pictured on cover: Parent Mentor Brittany Spence visits with a mother in the NICU.

4 Values SERVICE Patients and families are at the heart of all we do. QUALITY We consistently provide the highest quality of care through safe, proven practices. INTEGRITY We accept and honor the trust placed in us through our faith-based mission. TEAMWORK Together we are better. INNOVATION We are a learning organization and embrace new ways to get better results. Philosophy of Care With an unwavering commitment to patient- and family-centered care, Le Bonheur's 2020 Vision is to provide a high-quality, safe, nurturing and culturally-sensitive environment that supports health-related collaboration between professional caregivers, patients and families. Through mutually beneficial partnerships, the team will support the mission and faith-based ministry with a holistic, family approach to delivering healing and hope. At Le Bonheur, this will be accomplished through respectful relationships that are continuous, seamless, transparent, information-rich and focused on the most favorable outcome. Principles of Patient and Family Centered Care: 1. Dignity and Respect for the Family: We listen to you and your family. Your values, beliefs and cultures are incorporated into the planning and delivery of care. 2. Complete and Unbiased Information Sharing in Ways That Are Affirming and Useful: We create an atmosphere where two-way information is shared openly and candidly among patients, families and caregivers. 3. Family Participation In Care Planning and Delivery To Provide Enhanced Control and Independence: We welcome and encourage your participation in care and care planning. 4. Family Collaboration with Clinicians in Policies, Procedures and Staff Education: The outgrowth of participation is collaboration. We get patients and families involved in facility decisions, policy decisions and staff education.

5 Families As Partners The accomplishments of the Family Partners Council throughout the last year are a source of great pride. Many parents and family members have freely given of their time and energy to help us define and shape the family-centered culture at Le Bonheur. In this report, you ll see the many ways family members have served alongside our staff to improve processes, better coordinate care, improve patients experiences and advocate for the hospital. Families have truly been our teachers as they ve given us unique insight into the challenges they face and the opportunities we have to support them. They ve also been our coaches as they ve pushed us to do better and reach higher goals. In turn, I m also proud of the staff at Le Bonheur for the many ways they have embraced families input and involvement in the care we provide. As part of the Vision 2020 long-term plan for Le Bonheur, we committed to creating a culture that exemplifies patient- and family-centered care. Thank you to the many families who have spoken up. We re listening to you, and we re grateful for the ways you re supporting us and holding us accountable to this vision. Meri Armour President and CEO

6 The Family Partners Council members serve in five committees that work directly with staff and physicians in guiding the organization toward the principles of patient- and family- centered care. Advocacy & Public Policy Tiffany Casey, Chair Purpose: To act as the liaison between Le Bonheur s Public Policy and Advocacy Board and Le Bonheur families and to engage those families in representing the public policy issues and initiatives to government officials and the community. The Advocacy Committee identified and accomplished six goals during Tiffany Casey was elected as the Chairperson. The committee successfully increased its membership adding Larry Robinson, Dionne Jackson, Shaletha Knox, Pete Duncanson and Kelli Williams. In May, the committee offered advocacy educational training to its newly inducted and current members by inviting Sharon Ladin, a National Association of Children s Hospitals and Related Institutions representative, to come to Memphis and conduct a seminar for families on how to tell their story to elected officials. The Advocacy committee conducted many tours of the new hospital for elected officials to educate them on the importance of Le Bonheur to the community. Members of the committee paired up with local and state legislators to conduct these tours. In November, the advocacy committee invited the Tennessee House Health Committee to Le Bonheur to increase its awareness in Nashville. An ongoing goal is to continue bringing in legislators to visit Le Bonheur and to tell our story. Patty Reid, Tiffany Casey and Tim Flack attended a City Council meeting and accepted a proclamation for the new hospital from Harold Collins. The media also interviewed Tim Flack, Madeline Flack and Robert Wilson. The committee has also been hard at work in developing a Speakers Bureau. Development has begun to provide families the tools that they need to advocate in the community on behalf of Le Bonheur. Larry Robinson is leading an effort to develop a presentation template and casual talking points. Our goal will be to identify families that are willing to speak in public, ask families to recommend speaking engagements and train families on how to advocate for Le Bonheur in the community as an indispensible regional asset. We want to be as inclusive as possible, so anyone can participate.

7 Coordination of Care Karin Buchanan, Chair Purpose: To ensure that systems are in place to encourage both communication and coordination of care with patients, families and staff across disciplines and departments including transitions in care. Coordination of Care is critical in ensuring that all patients receive the best care available. Effective communication is the key to coordinating each patient s care, thus, the coordination of care task force has spent this past year developing tools and processes that will assist the providers better communication among themselves and with patients and families. Special attention was focused on creating the following tools and processes: 1. Each patient attending the Spina Bifida clinic received a notebook containing an up-to-date medical summary including the most up-to-date test results and recommendations, as well as a unified plan of care. 2. A report was created to inform the providers when patients with spina bifida enter into our system. 3. Educational materials were developed to address initial diagnosis of spina bifida and an education plan was developed for these patients. 4. A developmentally appropriate self-management roadmap was created to assist staff and patients/families to learn the necessary skills and knowledge along the continuum from birth to young adult to help patients/families successfully transition when they reach adulthood. Patient and Family Experience - Cathy Wilson, Chair Purpose: To evaluate policies and make recommendations related to resources in support of emotional, spiritual, physical and educational needs of the patients and their families. The Patient and Family Experience Committee encouraged bedside reporting throughout the hospital. With the help of marketing, a quick information sheet was developed about bedside reporting and what to expect after surgery. The Formal Parent Mentoring program began with six mentors and ongoing training ongoing for additional mentors. Brittany and David Spence presented at Nursing Grand Rounds about familycentered care and the Family Partners Council. The committee also decided to allow families to document in the medical record. Patient Experience Committee

8 Live, Laugh, Love.a popular saying in today s world could also reflect what is being done through the Parent Mentor Program here at Le Bonheur. Families with a hospitalized child are inspired by their mentors and awed that a parent would even want to come back and share the story of their hospitalized journey. These mentors offer hope on how to: LIVE: When life throws an unexpected curve ball and circumstances are bleak, mentors serve as a role model for making it through the tough times and coming out on the other side. They are a beacon of hope and motivation for parents to see you will get through this and continue to live and make a difference in this world. LAUGH: Parent mentors are there to help brighten a family s day, to listen, to share the joys, and to lift the spirits of those they visit. LOVE: Veteran parent Brittany Spence likes to say, Parent Mentors are there to love on families, provide support and just be there, no matter what the outcome, to help navigate the ups and downs of life with a hospitalized child. The Parent Mentor Program has more than doubled in size this year. A six-hour formalized training session for new mentors is now in place and the results are amazing. Each mentor is assigned a staff liaison in their specific floor or unit. The staff liaison is like a bridge between the Parent Mentor and the health care team. Staff liaisons currently receive one hour of training. Future plans include more in-depth training and application process. The program is currently serving four areas: Maternal Fetal Medicine Clinic, Neuroscience Institute, Neonatal Intensive Care Unit and Cardiovascular Intensive Care Unit. The overall vision is to have every area in the hospital assigned a parent mentor. This will be completed in phases with the next phase being implemented in the fall of The Parent Mentor Program is the proud recipient of the Spirit of Giving Volunteer program of the year for Brittany Spence, left, accepted Volunteer Mid- South s Spirit of Giving Award for the Family Mentor program at Le Bonheur. Jessica Pressgrove with mother Stephanie McCain and baby Richard Rion McCain II.

9 Quality Committee - Don Hutson, Chair Purpose: To empower and engage families to partner with caregivers in process improvement initiatives that are related to the quality of care and the safety of the patient. In 2010, the Quality Committee of the Family Partners Council focused on three primary goals: 1. Bring the voice of the family into improvement teams and committees at Le Bonheur 2. Launch a pilot to evaluate the level and extent of education provided to parents to prepare them for success after they are discharged 3. Share patient satisfaction data with the Family Partners Council and solicit ideas for improving our results Structures and processes were put in place to drive each of these primary goals resulting it the following accomplishments: The voice of families is now impacting the results of improvement teams and committees. A process was created to match Family Partners Council members to quality-improvement projects and committees throughout the hospital. When a team or committee desires participation by a family member, they complete an assessment tool to identify the type of patient/family experience needed. The form is then submitted to a small group of people who review the requests and match a family member based on experience with the service and the level of commitment needed. The requesting team/committee is then provided with contact information to engage the Family Partners Council member. In addition, the committee developed a survey to solicit feedback from the Family Partner Council member related to their experience with the team/committee, so that we may continually improve these partnerships. A pilot project is in place to evaluate the level and extent of education provided to parents prior to discharge. The committee selected the Neonatal Intensive Care Unit as the pilot group and devised a list of interview questions to assess the effectiveness of pre-discharge education for families. An effort was made to collaborate with the NICU clinic so that face-toface interviews might be conducted. Limited by the number of parents/patients visiting the clinic, the committee devised an alternate method which included online surveys and telephone interviews. Members of the Quality Committee committed to participate in the phone interviews to allow for a parent-to-parent relationship that might result in more comfortable dialogue. Although the sample size for this project was small, all results from the personal and online interviews indicated that the education provided while in the NICU was effective. We continue to monitor this measure through our patient experience survey tool.

10 Patient Experience data is now being summarized and shared with members of the Family Partners Council. A new patient experience survey designed by NRC Picker, an organization dedicated to improving the quality of care provided by the health care industry, was implemented in After allowing time for data to accumulate, the Quality committee identified several options for how the data might be summarized and presented. The FPC Quality committee agreed to report key results on a quarterly basis. Three presentations have occurred since this goal was developed. The capabilities of the new product are only now being fully realized and the Quality Committee continues to identify effective methods for sharing the data and gathering input from FPC on best approaches to improve our the experience our patients and families have while here. Staff Education - Jessica Huntley and Joanne Cunningham, Co-Chairs Purpose: To assist staff in acquiring knowledge and competencies in patient and family-centered principles, skills and attitudes. The diversity of the committee was broadened by hospital staff including nurses, physicians and support staff who represent Spiritual Care, Emergency Department, Marketing, Nursing Administration, Education and Ambulatory Care Clinics. A Family Faculty speaker training was created and presented by former chair Renee Dominguez and committee member Sheila McClain. Family Faculty members Dana Hutson and Renee Dominguez are presenting the principles of Patient and Family Centered Care at Le Bonheur New Associate Orientation. Also, the committee recorded a Family Partner presentation that can be used as a learning tool for Associates. The video is available on the hospital s intranet. Family Faculty members presented the principles of patient- and family-centered care and how the principles can be incorporated into daily practice to staff in department meetings. Departments visited included Environmental Services, Plant Operations, Security, Orthopedics/Hematology and Respiratory. Family Faculty also presented at Resident Bioethics Training and Surgery Grand Rounds. Family Faculty who presented included Renee Dominguez, Sheila McClain, Jessica Huntley, Joanne Cunningham, Dana Hutson and Michelle Bargainer (and her daughter Ginny). Family Partners Council members have been included on the interview panel for leadership and staff positions to ensure that Le Bonheur is hiring people who are in alignment with our family- and patient-centered care principles. These efforts were spearheaded by Staff Liaisons Karen Faught and Sharon Harris. The committee created a monthly tip sheet incorporating practical examples of the principles of patient and family-centered care. It was developed from family s suggestions, and Le Bonheur leaders can incorporate the examples into their monthly newsletters and staff communications.

11 Grand Opening Parade June 15, 2010

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