1. Lorraine Tallman, Founder and CEO
Family-centered Care
Lorraine Tallman, Founder and CEO

2. Physician and Family Relationship
The relationship between physician and patient is the most personal and vulnerable experience that family can have in their lifetime
Knowing that my choice of doctor and their expertise can be the difference between life and death for my child
It is critical for families to have mutual trust, honesty, and integrity with the caregivers
Families lives are forever changed at the moment of diagnoses but doctors lives will continue as normal

3. Compassion relationship
Build a therapeutic environment/relationship
Be empathic, arrange for privacy and adequate time with no interruptions. NO cell phones
“We Are All One Team” approach
“I will be by your side for the entire journey”
“My heart breaks that I’m delivering this tough news”
Respect the families’ wishes
Empower with choices
Have patient support present
Introduce yourself to all of their friends and family

4. Person not procedure
Address the patient and family by name, they are not a diagnosis
Keep reading their responses and body language
Pay attention to their sensitivities
Ask how much information the family would like to receive

5. Relationship impact
Understand the connection between the relationship of the healthcare professional, the patient, the family and treatment outcome
Eye Contact – Stay at eye level with the patient by sitting on the bed or on a chair next to the bed
Manner of Speech - Soft language that is developmentally appropriate for the patient. Do not use “scary language” or medical terms that the parents and child will not understand
Approach and Listen - Make sure the parents and patient have every opportunity to have their questions answered. Some families feel the need for permission to ask their questions. Do anything possible to make the family feel comfortable.

6. Five Keys For a Compassionate Relationship
Build trust with patient and family
Access and respond to the patient and the family’s emotional reaction and validate
Allow for silence and tears
Have patient share his or her understanding of the news. Patient and family will not retain all of the information so encourage them to take notes and write down future questions when they are at home.
At the conclusion of each visit, summarize and make follow-up plans. Giving hope is healing. A physicians’ attitude plays a crucial role with patients coping skills and healing process

7. Learn more at amandahope.org
Thank you!
Learn more at amandahope.org