PATIENT AND WHAANAU CENTRED CARE PROGRAMME BOARD Visiting and Supporting Inpatients

1. PATIENT AND WHAANAU CENTRED CARE PROGRAMME BOARD Visiting and Supporting Inpatients Created by: Communications Manager February 2013 PARTNERS IN CARE PROJECT

2. Changes to visiting • Counties Manukau Health are distinguishing between close family/whaanau and visitors • We will welcome close family/whaanau to the wards at any time. • Visitors are welcome between 2pm and 8pm. • Close family/whaanau who are identified by patient, can provide ongoing support. This may be hands on care, or emotional or spiritual support. • These changes will take place in March 2013. .

3. “Having our questions answered was helpful. Dad felt anxious and this helped him cope with the decision making during his stay in hospital” The Petelo Family Supporting inpatients • Staff will discuss any family/whaanau involvement during admission to the ward. • Care needs will vary from patient to patient. Some patients may want their family/whaanau to provide personal and hands on care whilst others may prefer other kinds of support eg emotional or spiritual. • Any personal or hands-on care for the patient will initially be supported by staff to ensure risks are considered and patients and their family/whaanau are confident with the level of care. • Staff will continue to provide expert care and treatment for all patients.

4. “Most of our patients are used to their caregivers and they feel comfortable having their carers close by” Lailanie Gan, Staff Nurse, Ward 2 Benefits • Counties Manukau Health is making changes to improve the patient experience. A number of healthcare organisations who have adopted the same approach have seen improvement in: • patient satisfaction • staff satisfaction and retention • decreasing harm to patients • cost effectiveness   • reduced length of stay • Involvement during hospital admissions will help close family/ whaanau to support or care for patients once they are discharged home.

5. Limitations and restrictions To provide a safe, calm environment for our patients • Noise and disruption is to be kept to a minimum so patients are not disturbed - particularly in shared rooms and at night. • If patient care is compromised, the number of people present at the bedside may be limited from time to time. • Anyone under the age of 16 will not be appropriate to take on major responsibilities of care, or stay after 8pm. • Patient privacy and confidentiality is to be respected at all times. • Any person under the influence of drugs or alcohol will be refused entry. • Any disruptive or abusive behaviour will result in these people being removed.

6. Changes you will notice • Family/whaanau who are ‘partners in care’ will be welcome on the wards at any time. • Security staff will continue to manage access and monitor safety after hours but there will be less restrictions for close family/whaanau than there are currently. • Old visiting signs will be replaced with the new signage. • Information and publicity about the changes will be communicated a variety of ways (newsletters, posters, media and newspaper columns, radio, websites and community networks).

7. “The key to success for this initiative is based on clear and sound communication and taking ownership of your actions as a team.” Sachin Sinha Assistant Operations Manager, Non-Clinical Support What staff can expect • The development of clear processes in place to identify close family/whaanau members who will provide care to patients – and how to support them. • Information and workshops on how to explain the changes to patients and their family/whaanau including how to approach people about any limitations or restrictions that might apply. • Security staff fully briefed and prepared for the changes. • Training and support will be available.

8. FAQs