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CHAMPION CORNER
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Kathleen Davidson,
Director of Operations for Obstetrics and Pediatric Family Practice Organization
Davidson has pioneered several innovative programs with the Family-Centered Care Dept, as highlighted in this newsletter. She continues to march boldly told her goal of improving the family experience in the ambulatory care clinics. "I am most impressed with the FCC parents' commitment to partner with our clinic staff. Their input has already greatly improved the patient and family experience."
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| PARENT PERSPECTIVE |  | "As a parent of a child that continually uses several different clinics at LPCH, it has been invaluable to have a physician assistant in general pediatrics as a central person for communication with all her different specialists. My experience at Packard is that of a caring environment that affords my family great support during challenging times. I am forever thankful."
Ari Rosales,
FCC Parent |
| What is Family-Centered Care? |  | Family-Centered Care at Packard Children's represents a partnership between families and health care providers to ensure the highest quality health care and patient experience.
Packard Children's strives to honor family partnership preferences and build self-efficacy within a context of mutual respect, open communication, and shared decision-making.
The FCC Department diffuses family-centered care throughout Packard Children's, using trained parents to partner with staff on clinical care, policy, and quality improvement.
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| DID YOU KNOW... | |
25 parents work in the FCC Dept at Packard Children's
18 parents meet monthly at a Family Advisory Council Meeting
These parents represent experience with over 20 service areas at Packard
Parents sit on over 17 hospital committees
12 parents mentor families each week
96 "Parent Hours" to help in-patient families are held annually
The FCC has produced 13 brochures in English and Spanish to help parents navigate their child's care
The FCC department has held 7 international forums to train hospitals on best practices in family-centered care
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CLINICS/AMBULATORY CARE | May/2010 |
Welcome to the May issue of Family-Centered Care (FCC) at Packard Children's. In this newsletter, we focus on the work of the FCC in Clinic/Ambulatory Care.
The Department of FCC will publish this newsletter to regularly inform you of current projects, opportunities, and successes as we team up to continue to make Packard the leader in Family-Centered Care. |
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FAMILIES HELP SHAPE DESIGN ELEMENTS OF 730 WELCH
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 During construction of the Mary L. Johnson Ambulatory Care Center at 730 Welch, parents on the Family Advisory Council suggested ways to make the new clinic welcoming and kid-friendly. They recommended bright colors, germ-free seating and entertainment, and easy navigation. There now exists a help desk at the entry, with multilingual staffing that assists families in locating their destination.
  An inviting lobby cafe was deemed important by Family Advisory Council members. Families can now purchase nutritional options to pass time and make extended waits more pleasant. In addition, the Council recommended distractions for anxious and bored children. The active, ever-changing ball maze exhibit, pictured below, serves as a popular spot for families. Other recommendations from the Council included benches in the Clinic rooms so kids could snuggle with parents during appointments, low counters and wide registration areas for ease with wheelchairs and strollers, and an appealing place to wait outside the building for appointments. A lovely tree-lined circle of benches now resides in front of the building.  |
| Quick Links | |
Need parent feedback on a project? Want to attend a Family Advisory Council Meeting? Contact Lisa Wise
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INNOVATIVE CLINIC AMBASSADOR PROGRAM NOW INCLUDES PARENT REPRESENTATIVE
| In 2008, Kathleen Davidson launched a Service Ambassador Program, aimed at developing recommendations, tools, and strategies for improving patient satisfaction and care. By bringing together a committee of front-line staff and managers from most clinic locations, new approaches to family-centered care delivery are brainstormed, implemented, and cross-fertilized across clinics. One year into the program, Kathleen Davidson realized a key voice was missing from the committee---that of the parent, or "customer". Nicole Kangas and Michele Ashland, lead parents from FCC, joined the group and attend the monthly Ambassador meetings to supply the voice of families. These parents also attend the quarterly all-clinic staff meetings to share their observations and experiences. To meet the Service Ambassadors, click here.
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PARENT ACTORS ASSIST WITH FRONT DESK AND "HANDOFF" TRAINING
| | This year, the Ambulatory Care Center partnered with the FCC Department to begin providing FCC Communication Training for staff of several clinics. Trainings began with the Service Ambassadors and the staff of the OB Clinic with both groups working to improve communications with parents and increase the effectiveness of "handoffs" across the team. The trainings, at CAPE (Center for Advanced Pediatric Education), consisted of group teaching on Family-Centered Care, strategies to identify parent communication styles, customer service standards, and SBAR communication. Trainees then got to practice what they had been taught in "real-life" scenarios using FCC parent actors. The scenarios were videotaped, allowing for guided debriefing with the FCC parents and their clinic colleagues. The Ambassadors practiced welcoming families, delivering bad news, diffusing high emotion, service recovery options, and communication with the back office staff and providers.
OB training emphasized effective communication with families and staff around difficult situations---for example, when a patient arrives late, clinic is experiencing service delays, or an unanticipated challenge arises. By providing just the pertinent information in a professional, courteous manner, clinicians find their practices run more smoothly. In addition, patient satisfaction has improved, based on Press-Ganey results as well as pre and post simulation surveys from participants. Says Davidson, "The parents' presence helps provide a true-to-life training scenario. We also benefit from their feedback on good approaches and opportunities for improvement." The Urology staff will be the next clinic to be trained, with workshops planned for late summer.
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