Partnership with Families on Quality

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Partnership with Families on Quality Safety

• Carole Hemmelgarn
• Matthew Vitaska, RN, ND

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Alyssa Hemmelgarn
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History of Family Engagement in Quality and
Safety

• Family members have been on our hospital
  committees since 2009
• Quality and Safety Committee of our Board of
  Directors
• Quality, Safety and Performance Improvement
  Council
• Patient Safety Committee
• Various microsystem Quality Committees and work
  groups

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Our Journey

• Step 1 Build Will
• Discussions with risk management/legal
• Discussions at Quality, Safety and Performance
  Improvement Council
• Senior leadership
• Anonymous survey to committee members
• Only a few had legal concerns
• Step 2 Execution
• Developed an orientation program for family
  members
• Introduction to quality patient safety-basic
  concepts
• Overview of CHCO quality safety program
• Orientation to building/life safety
• Orientation for committee members
• Step 3 Ongoing Support
• Checking in with families and committee members

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Our Experience

• Evaluation in Q4 2012 via survey
• Demographics
• 62 Reponses
• 4 parent members
• 55 staff
• 3 board members
• Approximately 30 participation rate

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Family Member Feedback
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Hospital Staff and Board Feedback
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Parents Speaking Up-2 Views
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Conclusions

• Feedback is overwhelmingly positive on parent
  participation in committees at CHCO
• Family members have helped call out the white
  elephants
• Family members have challenged us to accelerate
  some of our work
• Family members have brought forth view points
  that we wouldnt have thought of

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Lessons Learned

• Spell things out on power points
• Acronyms abbreviations
• Checking in with the family members before and/or
  after meetings is helpful
• May need emotional support
• May need clarification of things that were talked
  about
• They may not always feel comfortable speaking up
  in a group setting
• Request to provide family members with committee
  rosters that include pictures
• If can be helpful to have someone with content
  knowledge sit next to the family member to
  translate medical jargon/concepts during the
  meeting

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How You Can Get Started

• Find early adopter parent/patient/family, staff
  leaders
• Start with a project or task force, then
  another..
• Develop, adapt or steal orientation materials
• PDSA Cycles!
• Patient/family selection strategies
• Hospital staff preparation
• Dealing with concerns/resistance
• Start before youre ready