1. Relationship Based Care: Family Centered Relationship Based
Communication Guide
3/31/11

2. risk management cases:
challenging cases
protracted illness
errors
poor prognosis
complications
Cleveland Police called by family
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3. personnel affected: nursing staff coverage
attending physician coverage
physical distress
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4. impact on care: creates barriers to care
creates barriers to communication
longer patient hospitalization
extensive use of resources
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5. data: patient advocate contacts for families code violet
staff or practitioner
family
code violet
for families
ethics consults
family conflicts
staff or practitioner 606
family 976
code violet - 6 months
8 for families
ethics consults 2009
6 family conflicts
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6. algorithm overview: recognize the patient as the center of care
recognize the family as a patient “system”
assessment and documentation of the family / visitor
implementing an interdisciplinary plan
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7. algorithm overview: recognizing when the plan is not effective
notifying management and administration
creating verbal and written contracts and agreements
empowering the bedside providers
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8. color coded categories:
receptive – Green
requires attention - Yellow
concerning – Orange
urgent – Red
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9. green receptive the typical relationship enjoyed
involved in planning and sharing information
the family’s needs are being addressed
the family is expressing satisfaction regarding the resolved needs
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10. requires attention
family or visitors have verbalized some type of an issue/s
team communication
unanswered questions
address bad experience
home / work issues
anxiety / stress
personal needs: meals / rest / hygiene
advanced directives
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11. concerning family or visitor is exhibiting conflict
concerns regarding issues previously addressed
behaviors that demonstrate excessive worry or anxiety
aggressively challenging physician and nursing care
threatening patient transfer
threatening legal action
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12. urgent exhibits physical or verbal aggression
interferes with patient care, does not follow staff directives of staff
the family / visitor are not abiding by agreements or contracts.
the clinical team is supported to implement necessary actions
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13. questions:
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