Patient and Family Centred Care: A Success Story Thunder Bay Regional Health Sciences Centre

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1 Patient and Family Centred Care: A Success Story Thunder Bay Regional Health Sciences Centre Keith Taylor, Patient and Family Advisor, Co-Chair Patient Family Advisory Council

2 Areas of Focus TBRHSC Overview Our Belief Our Journey Our Success Our Future

3 TBRHSC Overview Acute Care Academic Health Sciences Centre Serving the population of Thunder Bay and Northwestern Ontario Over 3000 Staff, Volunteers, Learners, and Professional Staff 395 acute care beds Emergency Department: Over 106,000 annual visits

4 Our Belief Values Patients ARE First: Patients First Accountability Respect Excellence Mission We will deliver a quality patient experience in an academic health care environment that is responsive to the needs of the population of Northwestern Ontario Philosophy Patient and Family Centred Care is the philosophy that guides us. Patients and Families are at the centre of everything we do.

5 Our Journey Patient stories have the power to change your life, their care and your culture. Hear the stories Understand the experiences, anxieties and fears Support emotional, psychosocial and physical needs Identify opportunities for improvement LISTEN

6 Patient Experience of Care Stories Where do they come from? Patient Surveys/ Comments from NRCC - vendor Real Time surveys done by PFAs Compliments and Concerns Partner Engagement Focus Groups Advisory Councils Post Discharge Follow-up calls Health Care Team Physicians, Staff, Volunteers, Learners 6

7 Patient Experience of Care Stories Where are they shared? Begin all Council meetings Board Senior Leadership Program / Service Process Story shared by team member, patient, staff, or family member Discussion re: patient experience - positive or improvement opportunity Action plan and follow up 7

8 Patient Experience of Care Stories What has changed from these stories? Access to hospital Fire Lane Process for parents and children that will have surgery Resources for our regional parents and children Signage and way finding Visiting Policy ICU Waiting Room Every area within hospital has been impacted and improved though Patient Experience of Care Stories 8

9 Our Journey Patient and Family Advisors (PFAs) Volunteer partners Had care experiences at TBRHSC within the past 2 years Interviewed, and provided with education, orientation and support for their role There are no age limits our youngest PFA started at the age of 9 No Policy, No Process, No Practice without PFA involvement nothing about me without me!

10 Our Journey How are PFA s involved? Annual Sharing and Caring Celebration Strategic Planning & Development Way-finding signage Bariatric and Angioplasty services Visiting Policy Televisitation Website Re-design Electronic Communication Boards Northwest CCAC Quality Advisory Committee Smoke free grounds policy/revision Quality of Care Committee (1 st in Canada) Renal Advisory Team Patient education materials Patient and Family Cancer Partnerships Senior Leadership Council Interview Panels Accreditation Co-Lead PFA Council

11 Our Journey Name Introducing yourself when you interact with a patient and family shows respect Occupation Informing patients and families of your occupation is important. Patients and families need to know who they are speaking with in order to have a quality conversation Do It is important to let patients and families know what you are planning to do. This dialogue contributes to a patients sense of worth and autonomy as active partners in their care. Good morning Mrs. Smith, my name is Jan, your nurse for today. Would now be a good time for me to change your dressing?

12 Patient Whiteboards Patients priorities and daily goals Patients, Care Partners, Families and Friends are encouraged to add important details, questions or information to the board Communication boards contain as much or as little information as the patient chooses Our Journey

13 Our Success 2014 Canada s 10 Most Admired Corporate Cultures: PFCC 2015 Canadian Patient Safety Institute Award Individual and Organization: PFCC Accreditation Canada Leading Practice: PFCC

14 Moving Forward It s a corporate Journey Takes commitment and partnership at all levels Intentional integration of the patient s voice Cannot achieve quality care without ALL care experts patients as equal partners in care, planning, strategy, everything! Patient perspective must be present, welcomed and supported at all tables Engage the community embrace the change! Make the commitment what is your promise? 14

15 For further information and/or questions Bonnie Nicholas, RN, CNCC(C), CPTC, Patient and Family Centred Care Lead, Patient Advocate Phone: (807)