For the past 8 years, Packard Children's has been on the cutting edge of including the family voice as they develop programs and policies.  Carefully screened and trained parents whose children receive care at Packard Children's meet with staff each month to reflect on their experience and offer assistance in developing family-friendly materials, procedures, and care.  The parents come from a wide range of services, including liver transplant, craniofacial, neonatology, oncology, cardiology, hemophilia, cystic fibrosis, and general pediatrics. Joaquin Rodriguez, a father from Modesto, drives 2 hours three times each month to mentor Hispanic parents and provide perspective from the non-English families at Packard Children's. To learn more about visiting the Family Advisory Council or presenting an idea for feedback, please contact Lisa Wise.

Parents from the FCC Department are now members on many of the Patient Experience Committees.  These teams meet monthly to review design of the new hospital. "Parent input is critical as we develop a hospital with a unique sense of place that provides for a healing environment for all of our patients and their families," says Jill Ann Sullivan, Vice President of Hospital Transformation. Parents give feedback on such areas as family waiting rooms, lounges, food service options, the gift shop, patient rooms, the chapel, and outdoor space. "I appreciate the chance to give input into the elements that will make the hospital a safe, inviting, and healing place," said Mary Goulart, a parent committee member.  

In 2009, the Department of Family-Centered Care conducted  communication training modules, using the simulation lab at CAPE, to help nurses and clinicians identify the needs and communication style of parents so they can better partner with each family.  Parent actors and staff practiced communication skills, such as delivering bad news, apologizing for medical error, or deescalating an emotional situation.  The Center for Nursing Excellence is currently conducting their own skills training at CAPE for Nurses in 3S, 3E, 3N, and the Bass Center, using FCC parent actors to add realism to the mock scenarios. "Utilizing the experienced parent actors lends a credibility to simulation and requires the participants to incorporate communication skills with families as well as perform the tasks required. Participants continue to emphasize that having a parent in the scenario is what 'makes it real,' " says Linda Hargreaves, Clinical Nurse Specialist.