Advancing Patient & Family Centred Care across a Health Care System Presented at The 3 rd International Conference on Patient and Family Centred Care Seattle, Washington August 1 st, 2007

Authors Alexandra Harrison, PhD, Director Patient Experience Portfolio, Calgary Health Region Janice Popp, MSW, RSW, Director Southern Alberta Child & Youth Health Network Gail Mackean, PhD, Family Member Patient Experience Advisory Committee Calgary Health Region

Health Regions in Alberta, Canada

Calgary Health Region Large integrated healthcare system in Alberta, Canada Responsible: health of population (1.2 million) Across the continuum of care - Public health, acute care, long term care, community care Across the continuum of experience - Pediatrics to Geriatrics, Neonatal to Palliative

Leadership Vision, Mission, Values Mission - Leaders in Health, A Partner in Care Values - Caring, Respectful Relationships shown by: Providing patient and family centred care Support from CEO and Board Senior Vice President on Executive

Foundation 30 year history in Pediatrics Environmental scan – Director’s report Principles –Respect, –Communication: Information and Listening –Involvement: Care and Services

Structure Patient Experience Portfolio (2005) Two areas of Focus –Engaging Patients and Families –Engaging staff

Areas of Family Engagement Involvement in Capital Planning –e.g. Children’s hospital, New south health campus More than 40 councils and committees - e.g. longstanding in Pediatrics, new in Safety

Patient Experience Advisors Handbook Calgary Health Region 2007

How was the handbook developed? Led by Patient Experience Portfolio Internal & external environmental “scan” –Promising practices elsewhere, including resources developed –Promising practices locally Built on local promising practices –Invited participation of current patient experience advisors & staff

What’s in the Handbook? Background Tips for committees & teams Tips for patient experience advisors Links to additional resources

Resources for Engaging Patients and Families Institute for Family-Centred Care NHS Institute for Innovation & Improvement Dana-Farber/Brigham and Women’s Cancer Centre

Resources for Engaging Staff Planetree Institute for Healthcare Communication

Internal Partnerships Quality and Safety Portfolio –Patient / Family Safety Council –Brochure on patient and family role in safety People and Learning –Competencies –Orientation Volunteers

Future Priorities Family presence - Visiting Hours Patient access to their health record –Electronic Health Record Consumer health information Planetree rollout to all hospitals Evaluation

Southern Alberta Child & Youth Health Network: Promoting Family Centred Care across Health Regions Presented by Janice Popp, Director Southern Alberta Child & Youth Health Network

The Paradigm Shift… From: Medical model Services at the center Deficits Control Expert model Information gatekeeping (-) Support Rigidity To: Biopsychosocial model Patient & family at the centre Strengths Collaboration Partnership model Information Sharing (+) Support Flexibility

What is a Network? “…a set of autonomous organizations that come together to reach goals that none of them can reach separately.” (Chisholm, 1998, p. xxi) “…a group of three or more autonomous organizations working together across structural, temporal and geographic boundaries…” (Huerta, Casebeer, & VanderPlaat, 2006, p. 13)

Characteristics of networks that enable family centred care Networks –Real world situations –Orientation to a system level –Sensitivity to issues & each other –Enhances collaboration & cooperation –Appreciates & honours differences –Addresses issues around power –Enables transformative learning Family Centred Care –Child in context of family & community –Goes beyond health care –Humanity & compassion –Collaborative relationships are central –Flexible, non- judgemental, focuses on strengths –Information sharing, invite participation –Involves a paradigm shift

About SACYHN 35 organizations, 4 health regions, half a province, 1 children’s hospital Parents Ministries that serve children Provincial boards and agencies Regional authorities Universities First Nations Not-for-profit sector

FCC Goals/Activities of SACYHN Develop and communicate a shared vision and purpose to families, communities and organizational staffDevelop and communicate a shared vision and purpose to families, communities and organizational staff Create opportunities for positive change and innovation in service deliveryCreate opportunities for positive change and innovation in service delivery Coordinate services and information as close to home as possible Build and sustain inter-regional and cross-sector connections / linkagesBuild and sustain inter-regional and cross-sector connections / linkages Involve parents and providers in service planningInvolve parents and providers in service planning Strengthen community & professional capacity Support the use of new technologiesSupport the use of new technologies

Involving parents in network governance, policy development, service planning Involving parents in network governance, policy development, service planning Steering CommitteeSteering Committee Working GroupsWorking Groups EvaluationEvaluation

Involving youth in policy development and service planning Involving youth in policy development and service planning Child and Youth Advisory Council (CAYAC) SACYHN videoSACYHN video Input into new Alberta Children’s Hospital (patient rooms, landscaping, Christmas decorations, street and cafeteria naming)Input into new Alberta Children’s Hospital (patient rooms, landscaping, Christmas decorations, street and cafeteria naming) Asthma and youth suicide prevention initiativesAsthma and youth suicide prevention initiatives Response to Premier’s invitation on how to use the surplusResponse to Premier’s invitation on how to use the surplus Submission to government roundtable on family violence and bullyingSubmission to government roundtable on family violence and bullying

Building capacity and enhancing control and independence Family & Community Resource Centre Connecting families and community providers to quality informationConnecting families and community providers to quality information Family supportFamily support Community Education ServiceCommunity Education Service Resource DevelopmentResource Development

Clinical care closer to home OutreachOutreach TelehealthTelehealth Professional Education to build expertiseProfessional Education to build expertise

References Chisholm, R. F. (1998). Developing network organizations: Learning from practice and theory. Reading, MA: Addison-Wesley. Huerta, T.R., Casebeer, A., & VanderPlaat, M. (2006). Using networks to enhance health services delivery: Perspectives, paradoxes and propostions. HealthcarePapers, 7(2), pp McPherson, C.M., Popp, J.K., & Lindstrom, R.R. (2006). Re-examining the paradox of structure: A child health network perspective. HealthcarePapers, (7)2, pp Popp, J. K. et al on behalf of Child and Youth Health Networks of Canada. (2007). Inter- Organizational Networks as a Vehicle for Enhancing Family Centred Care in Child and Youth Services. Presented at the Family Centred Care in Context 2007 Conference, Calgary.

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