PFCC - Newsletter
You can learn about Patient and Family Centred Care activities at Alberta Children's Hospital by reading our monthly e-newsletter - Together We're Better. This newsletter will give you insight into Family Centred Care Initiatives, profile our Family Centred Care champions, and keep you up to date on upcoming education opportunities. Archived copies are available on the FCRC website.
To receive the newsletter via email, please send your email address to firstname.lastname@example.org.
Welcome to the May edition of Together We're Better.
One to One Connections Making a Difference for Families
Having someone who knows how you are feeling and what you're going through is huge.
Through Family to Family Connections, we connect experienced supportive family volunteers with individuals who are typically starting out on their child's health care journey and want to talk to someone who has been there and knows what it is like. Recently we surveyed families who had requested a connection in the past year. Here are a few things we learned:
- the most common way for people to find out about a family to family connection was through referral by a healthcare professional such as a social worker.
- some people's needs are satisfied by connecting once or twice, others have regular contact over an extended period of time.
- most people connect over the phone and once the relationship is established, via email.
- the greatest benefit was speaking to someone who personally understands the family's circumstances and what they are going through.
I was feeling alone and scared in our situation but understanding what could be and showing me her amazing progress helped so much.
New Database to Track ACH PFCC Volunteer Participation
As the number of Patient and Family Centred Care volunteers and opportunities have increased, its become clear that spreadsheets and staff memories are inadequate to track the experience, interest and hours of volunteers. Fortunately, AHS Volunteer Resources has started using an online database system that provides many options to keep track of this information. Over the past few months, we have been partnering with Volunteer Resources to set up a separate account on this system for ACH PFCC Volunteers.
We are pleased to say our account is now live. Any volunteer involved with our PFCC work has been moved over. We will be encouraging all our volunteers to go on to My Volunteer Page to update their account with the additional information that helps us connect volunteers to opportunities. Volunteers will also go to this page to record their hours. Come the end of the year, we will have accurate and detailed information to report on the contributions of volunteers to advancing Patient and Family Centred Care at the Alberta Children's Hospital.
Discussing Engagement at the ACH Paediatric Update
On Thursday, May 7th, 2015, Juliana Harris, Patient and Family Centred Care Liaison, Marie McNaughton, Family and Youth Engagement Coordinator, and Brenda McInnis, Family Advisor, were invited to speak at the ACH Paediatric Update Conference. Their keynote presentation discussed 'Advancing the Practice of Patient and Family Centred Care through Engagement'. The presentation emphasized the value of promoting and fostering an active collaborative partnership with all stakeholders across the care continuum - clinical encounter level, organizational design, governance and policy-making. By bringing the patient and family perspective to the table we achieve a more comprehensive view of the different needs and considerations that ultimately allows for the development of even better solutions.
Brenda McInnis shared her personal engagement journey with ACH to illustrate how there are many different ways to engage a patient or family member. Her experiences demonstrated the value of long term partnerships with advisors to allow for multiple engagement paths including at a strategic level. Brenda also shared best practices on how to create successful and meaningful engagement experiences.
The presentation team shared the different engagement groups and resources that currently can be leveraged, particularly highlighting the role of both Juliana and Marie to support internal PFCC engagement initiatives, whether it be helping prepare Advisors to sit on different projects or committees, finding individuals or a group to consult on work you are doing, or helping a group set up an Advisory Committee.
Planning for the Future
May 7th was a busy day for Juliana and Marie.Together with Deanna Picklyk and Richard Phillips of Engagement and Patient Experience, they facilitated a half day Planning Retreat for the PFCC Steering Committee and a few other stakeholders to review how we want to grow and evolve our Patient and Family Centred Care engagement model.
The organization of this Planning Retreat was precipitated by a rapidly increasing demand for the inclusion of the patient and family voice, ranging from ad-hoc requests, to participating in consults, to participating on a wide range of committees and working groups. We are all excited about the growth we are seeing but we want to make sure that we have a robust PFCC engagement model that supports long term engagement growth, allows for Advisor growth and development, establishes clear relationship and communication pathways, and effectively leverages each group's purpose and function.
As anticipated, the Planning Retreat produced a mountain of great input and ideas that will contribute greatly to guiding the evolution of our engagement model. The PFCC staff team will use this work to develop a draft model for the next PFCC Steering Committee on June 4th. We are all excited about the changes to come for it signifies wonderful new opportunities for patients, families and healthcare providers to further work together in a well-supported, meaningful and successful manner within ACH.
Monthly Tip: Being an Engaged Advisor Sharing Your Views
Here are a couple of strategies to help you share your thoughts and experiences in a helpful way.
Use "I" statements - when sharing your experience, it is very beneficial for your feelings and beliefs to come from the first person perspective. When you use statements like "I believe" or "I feel" as opposed to "You make me feel" or "Person X made me feel" it avoids coming off as blaming or accusing someone and allows for a much more productive, open and honest dialogue.
Writing it down - sometimes depending on the nature of the experience, it might be very helpful to write down your experience first to work through any emotions involved and/or to help you to develop a constructive means of conveying the message. Another option is to practice sharing your experience with a PFCC staff liaison before sharing it with the targeted audience.
Patient and Family Centred Care Week - October 5-9 2015
Four years ago we celebrated our first Patient and Family Centred Care Week at Alberta Children's Hospital. This year, Patient and Family Centred Care Week will be happening October 5-9 2015 throughout all of Alberta Health Services. The theme is "Who's Telling Stories? Improving the patient experience one story at a time".
We're looking for ideas on how to celebrate PFCC Week at Alberta Children's Hospital. Please share your ideas with us. We also need staff and family members on our planning committee. Let us know if you are interested.
In This IssueF2FC Survey
Paediatric Update Conference
Monthly Engagement Tip
Webinar - Challenging Situations
Webinar - Patient Harm
Speaker Series - Beneficent Bias
Telehealth - Compassion and Balance
Webinar - Safer Communication
Applying Patient and Family-Centered Concepts in Dealing with Challenging Situations with Patients and Families
Thursday May 21, 2015
11:00 AM - 12:00 PM
(ACH, 2nd Floor)
Join this webinar to learn how to identify and respond to situations that challenge hospital front line staff to develop and sustain partnerships with patients and families. Explore strategies for educating and supporting staff for managing challenging situations in ways that are consistent with patient and family-centered concepts.
Everyone is welcome to view this webinar in Room B2-200 across from the main elevators on the second floor of ACH.
Despite Our Best Efforts: Disclosing Patient Harm
Wednesday May 20, 2015
12:00 PM - 1:00 PM
View from your computer
Sometimes, despite our best efforts, patient harm or even loss may happen when we provide care.
When it does, it's important for healthcare providers to have open and honest conversations with the patient and family about the events that occurred. Although having these conversations can be difficult, they often play a significant role in helping the patient and family to positively cope with the circumstance.
This webinar is designed to help participants to understand the organizational, ethical and personal aspects of disclosure.
AHS President's Speaker Series
Beneficent Bias: How well-meaning behaviour can lead to negative outcomes and what we can do to achieve better patient care
Dr. Alika Lafontaine
Wednesday May 20, 2015
4:00 PM - 5:00 PM
(ACH, 4th Floor)
First impressions form the foundation of any medical encounter. Establishing these first impressions takes less time than you think, with studies suggesting healthcare professionals form opinions about patients and their diagnosis in as little as 12 seconds of speaking with them. Profiling patients - an outward expression of internal bias - is part of patient care. Healthcare professionals need to form opinions quickly to begin the path to diagnosis and treatment.
Through story-telling, patient encounters and personal experience with Aboriginal patients, Dr. Lafontaine will explore the important role that profiling has in patient care, how our perceptions shape the care that we provide and where we can redirect our efforts to be more effective healthcare providers.
Compassion and Balance: Caring for Ourselves while Caring for Others
Wednesday June 3, 2015
9:30 AM - 11:00 AM
(ACH, 4th Floor)
Join the annual telehealth presentation from the Patient and Family Centred Care Community of Practice.
Jaeun Macen will speak to strategies to care for ourselves while caring for others. As well, Joanne Ganton will offers some highlights of the new AHS Patient First Strategy and Marni Pannis will update everyone on the PFCC Week in October.
Everyone is welcome to come.
Let's Talk: Safer Communication
Wednesday June 24, 2015
12:00 PM - 1:00 PM
View from your computer
Effective communication and teamwork contributes to safe and reliable care, while gaps and breakdown in team communication may put our patients at risk.
In this interactive webinar you will learn more about strategies to improve communication and teamwork as described by the experiences of an interprofessional team in trauma services.