1. Understanding the family Experience in the Pediatric ICU
Jenny Tcharmtchi, BSN, RN, CCRN
Hossein Tcharmtchi, MD, FCCM
4:3
Header and affiliation is locked and may not be altered

2. Objectives Discuss goals of Family Experience QI project
Show results of Family Experience survey and discuss purpose of family care journal
Identify gaps in communication evidenced by survey
Discuss future plans for project

3. Current methods of Patient satisfaction scores in PICU
Press Ganey (PG) surveys
Families receive PG survey several weeks after discharge
Scores are credited to unit patient is discharged home from
Number of patients discharged home from PICU is very small
Problem: We obtain limited actionable information from this current process
Most of the feedback we receive is from 1:1 conversations with families such as complaints and grievances

4. Goal of family experience project
Obtain real time information from families about their experiences in the PICU
Deliver a tool to families to help engage them in their child’s care by fostering communication and improving their experiences in the PICU
Primary goals are to gain an understanding of the families’ experience in the PICU so that we can develop interventions in a timely manner

5. COURSE OF PROJECT January 2016 March 23, 2016 April 23, 2016
Develop questions, download survey to iPads
Analyze data
Begin journal distribution
Continue to survey
Education and process changes made
Survey Starts
Analyze data
January 2016
March 23, 2016
April 23, 2016
April 24, 2016
August
2016
September
2016

6. Survey questions and data

7. Felt comfortable leaving ICU-variance
Unit almost always full-quick transfers out, census,
RRT families already anxious from experience of RRT nervous about leaving unit with 24/7 monitoring

8. 6 month evaluation: changes made to process
Education of staff
Physicians
Updated with data
Focus on comfort level at time of transfer
Emphasize that their child is getting better-not a decrease in level of care of child
The Rapid Response Patient: Anxiety level of family may be increased
RN’s
Encourage families to use journals for questions, and remember to survey all transferring families

9. 6 month evaluation: changes made to process
Journal distribution
Journal distribution in waiting room within first 12 hours of admission
9/12/16
Receptionists are able to track count of journals distributed
Ensuring each family gets one journal
Welcome Desk

10. Free text comments-Need improvement
“We would like for the doctor to come in personally to explain to us what is the true problem and what will be the plan to follow and not just talk amongst themselves-like that we don’t understand.”
“Attending physicians were great but residents and fellows hardly come in contact with the patient and only look at the numbers on the screen. I think treatment could be improved if they were more involved and caring.”

11. Free text comments-great job!
“Everyone here was so caring and compassionate of what our family was going through. I never thought we would be in this position since taking him home after 6 months in the ICU. I appreciate all that you have done for my child. This unit has really been a blessing.”
“The critical care team is phenomenal!”
“I would like to thank everyone that was involved in my daughter’s care.”
“Very professional staff willing to help you and provide everything like if you were a member of their family. Thank you.”

12. Next steps Refine journal distribution process for Legacy Tower
Refine survey to include nursing indicators
Compare results; WT and LT

13. Overall impact Point-of-care surveys work
Journals improve overall ICU experience
An engaged team is necessary for a successful project!