Advancing Patient & Family Centred Care across a Health Care System

1. Advancing Patient & Family Centred Care across a Health Care System Presented at The 3rd International Conference on Patient and Family Centred Care Seattle, Washington August 1st, 2007

2. Authors Alexandra Harrison, PhD, Director Patient Experience Portfolio, Calgary Health Region Alexandra.Harrison@CalgaryHealthRegion.ca Janice Popp, MSW, RSW, Director Southern Alberta Child & Youth Health Network Janice.Popp@CalgaryHealthRegion.ca Gail Mackean, PhD, Family Member Patient Experience Advisory Committee Calgary Health Region

3. Health Regions in Alberta, Canada

4. Calgary Health Region • Large integrated healthcare system in Alberta, Canada • Responsible: health of population (1.2 million) Across the continuum of care - Public health, acute care, long term care, community care Across the continuum of experience - Pediatrics to Geriatrics, Neonatal to Palliative

5. Leadership • Vision, Mission, Values Mission - Leaders in Health, A Partner in Care Values - Caring, Respectful Relationships shown by: Providing patient and family centred care • Support from CEO and Board • Senior Vice President on Executive

6. Foundation • 30 year history in Pediatrics • Environmental scan – Director’s report • Principles • Respect, • Communication: Information and Listening • Involvement: Care and Services

7. Structure • Patient Experience Portfolio (2005) • Two areas of Focus • Engaging Patients and Families • Engaging staff

8. Areas of Family Engagement • Involvement in Capital Planning • e.g. Children’s hospital, New south health campus • More than 40 councils and committees - e.g. longstanding in Pediatrics, new in Safety

9. Patient Experience Advisors Handbook Calgary Health Region 2007

10. How was the handbook developed? • Led by Patient Experience Portfolio • Internal & external environmental “scan” • Promising practices elsewhere, including resources developed • Promising practices locally • Built on local promising practices • Invited participation of current patient experience advisors & staff

11. What’s in the Handbook? • Background • Tips for committees & teams • Tips for patient experience advisors • Links to additional resources

12. Resources for Engaging Patients and Families • Institute for Family-Centred Care • NHS Institute for Innovation & Improvement • Dana-Farber/Brigham and Women’s Cancer Centre

13. Resources for Engaging Staff • Planetree • Institute for Healthcare Communication

14. Internal Partnerships • Quality and Safety Portfolio • Patient / Family Safety Council • Brochure on patient and family role in safety • People and Learning • Competencies • Orientation • Volunteers

15. Future Priorities • Family presence - Visiting Hours • Patient access to their health record • Electronic Health Record • Consumer health information • Planetree rollout to all hospitals • Evaluation

16. Southern Alberta Child & Youth Health Network: Promoting Family Centred Care across Health Regions Presented by Janice Popp, Director Southern Alberta Child & Youth Health Network janice.popp@calgaryhealthregion.ca www.sacyhn.ca

17. From: Medical model Services at the center Deficits Control Expert model Information gatekeeping (-) Support Rigidity To: Biopsychosocial model Patient & family at the centre Strengths Collaboration Partnership model Information Sharing (+) Support Flexibility The Paradigm Shift…

18. What is a Network? “…a set of autonomous organizations that come together to reach goals that none of them can reach separately.” (Chisholm, 1998, p. xxi) “…a group of three or more autonomous organizations working together across structural, temporal and geographic boundaries…” (Huerta, Casebeer, & VanderPlaat, 2006, p. 13)

19. Networks Real world situations Orientation to a system level Sensitivity to issues & each other Enhances collaboration & cooperation Appreciates & honours differences Addresses issues around power Enables transformative learning Family Centred Care Child in context of family & community Goes beyond health care Humanity & compassion Collaborative relationships are central Flexible, non-judgemental, focuses on strengths Information sharing, invite participation Involves a paradigm shift Characteristics of networks that enablefamily centred care

20. About SACYHN • 35 organizations, 4 health regions, • half a province, 1 children’s hospital • Parents • Ministries that serve children • Provincial boards and agencies • Regional authorities • Universities • First Nations • Not-for-profit sector

21. FCC Goals/Activities of SACYHN Develop and communicate a shared vision and purpose to families, communities and organizational staff Create opportunities for positive change and innovation in service delivery Coordinate services and information as close to home as possible Build and sustain inter-regional and cross-sector connections / linkages Involve parents and providers in service planning Strengthen community & professional capacity Support the use of new technologies

22. Involving parents in network governance, policy development, service planning Steering Committee Working Groups Evaluation

23. Involving youth in policy development and service planning Child and Youth Advisory Council (CAYAC) SACYHN video Input into new Alberta Children’s Hospital(patient rooms, landscaping, Christmas decorations, street and cafeteria naming) Asthma and youth suicide prevention initiatives Response to Premier’s invitation on how to use the surplus Submission to government roundtable on family violence and bullying

24. Building capacity and enhancing control and independence Family & Community Resource Centre Connecting families and community providers to quality information Family support Community Education Service Resource Development

28. Clinical care closer to home Outreach Telehealth Professional Education to build expertise

29. References Chisholm, R. F. (1998). Developing network organizations: Learning from practice and theory. Reading, MA: Addison-Wesley. Huerta, T.R., Casebeer, A., & VanderPlaat, M. (2006). Using networks to enhance health services delivery: Perspectives, paradoxes and propostions. HealthcarePapers, 7(2), pp. 10-26. McPherson, C.M., Popp, J.K., & Lindstrom, R.R. (2006). Re-examining the paradox of structure: A child health network perspective. HealthcarePapers, (7)2, pp. 46-52. Popp, J. K. et al on behalf of Child and Youth Health Networks of Canada. (2007). Inter-Organizational Networks as a Vehicle for Enhancing Family Centred Care in Child and Youth Services. Presented at the Family Centred Care in Context 2007 Conference, Calgary.

30. Questions???