It’s all about the communication
An important required organizational practice (ROP) that Accreditation Canada surveyors will be looking for when they visit VCH this September is how well we involve patients and family members in their care.
The residential care team at Bella Coola has got it right by not only consulting with patients and family members, but directly involving them in the patient’s day to day experience.
“We now invite family members to be part of all of our residential care and adult day program activities,” said Gwen Schmidt, program manager at Bella Coola. “It’s been a very positive change and it’s a great way to communicate.”
Staff hear directly from patients and family members about activities, food preferences, bedside care issues and more. In addition to getting staff, patients and family members together on a regular basis there are new notice boards and binders to support good communication. Other patient-centred changes include the addition of a pet therapy program.
“It’s really all about communication,” says Gwen. “If we know what will make the experience better for patients, then we can try to make it happen.”
Are you prepared for Accreditation?
During the Accreditation Canada site visits this September, survey team members will be looking for four key values or patient and family-centred care:
- How we respect and honour patients and families’ preferences
- How we provide information that empowers and engages patients and families
- How we actively involve patients and families in care and decision making
- How we use feedback from patients and families to inform decisions about our programs
Surveyors may:
- Talk to any discipline about how they engage the patient and family in assessment and care planning
- Talk to patients and their loved ones about their experience of care, involvement in decision-making, and continuity at transition points
- Ask to see printed patient information resources, including signage in public areas
- Ask staff how they verify that patients and/or family members understand the information provided
- Ask staff how they identify and work through ethical issues with patients and families including involving when appropriate VCH Ethics Services
- Ask about patient experience surveys and other forms of feedback, and how they inform team initiatives
- Ask about initiatives at VCH to engage with patients and families, and the communities we serve
Learn more
Read the Fact Sheet on Patient and Family Centred Care
Learn more about VCH Accreditation 2016 at: vchconnect/accreditation
