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August 2016
Issue 94
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Two Hospital Tours Offered at IPFCC's San Antonio Seminar

IPFCC's internationally acclaimed intensive training seminar, Moving Forward with Patient- and Family-Centered Care: Partnerships for Quality and Safety, will be held in San Antonio, November 16-18, 2016. Seminar participants will learn from nationally recognized leaders in patient- and family-centered care and gain knowledge and skills for enhancing and sustaining partnerships with patients and families to improve the experience of care and enhance quality and safety.

Seminar attendees will also have the opportunity to select from two hospital tours. Both hospital tours are scheduled on Thursday, November 17th at 3:30 pm, with a registration fee of $10 per tour. Space is limited.

Tour of North Central Baptist Hospital
North Central Baptist Hospital is committed to the on-going advancement of patient- and family-centered care. The building and design of their new $50 million state-of-the-art Orthopedic Hospital, scheduled to open Fall 2016 to serve South Texas, will be highlighted.

Tour of The Children’s Hospital of San Antonio
Implementation of patient- and family-centered care has brought about a culture change throughout The Children’s Hospital of San Antonio. Family members are not considered visitors, but rather part of the child’s medical care team and encouraged to participate in their child’s care 24/7. A $135 million transformation has changed a historical building in downtown San Antonio from an adult-pediatric hospital into a children’s hospital of the future.

Register for the Seminar and learn more about the tours.

The seminar will be held at the Wyndham San Antonio Riverwalk, ideally located along the historic San Antonio Riverwalk. The hotel is holding a limited number of rooms at a $139 special group rate until October 21, 2016. Rooms will go fast. To make a reservation, visit the hotel's reservations site or contact the hotel at 866.764.8536.

IPFCC and Ronald McDonald House Charities Announce New Partnership – Keeping Families Close
RMHC logoDuring the Welcome Reception at IPFCC’s 7th International Conference, RMHC President and CEO Sheila Musolino and IPFCC’s President and CEO, Beverley Johnson announced a new partnership between the two organizations, focused on strengthening family presence and participation in pediatric hospitals. RMHC sponsored the Welcome Reception at the conference and is an organizational partner for the Better Together: Partnering with Families program. A delegation from RMHC attended the Conference and networked with pediatric hospitals in attendance.

With 359 Ronald McDonald Houses and 210 Ronald McDonald Family Rooms worldwide, RMHC provides access to quality health care and has enabled family-centered care for over 42 years with a goal of “Keeping Families Close.” RMHC served over 7 million children and their families in 63 countries and regions in 2015.

In her remarks at the Welcome Reception, Sheila Musolino shared the story of Kim Hill, the child who was the inspiration for the first Ronald McDonald House. Sheila talked about RMHC and IPFCC as a “collective force” that will “advance PFCC, resulting in widespread adoption and change.” She thanked Conference participants for their compassion and commitment to strengthening families’ “ability to participate in their children’s care.” Over time, RMHC and IPFCC will collaborate on educational initiatives to empower and support families of hospitalized children. Since its inception, RMHC has been a vital part of the health care continuum. The Charity has been the subject of 11 peer-reviewed, published research studies, including one in 2015, which found that families who stayed at a Ronald McDonald House reported that it helped them be more involved in their child’s care; the RMH families also gave higher overall ratings to the hospitals.

As part of the new partnership, on August 2, 2016, IPFCC faculty members, Deborah Dokken and Terry Griffin, presented a 2-hour session titled “Understanding and Enabling Family-Centered Care” to 140 organizational leaders and program managers from Canada, the U.S. and Latin America who attended the Charity’s Conference of the Americas in Chicago.

Expanding PFCC into Mental Health
VCH Richmond Mental Health
Inspired by behavioral h
ealth exemplars at IPFCC’s 6th International Conference on Patient- and Family-Centered Care held in Vancouver, British Columbia in August 2014, Richmond Mental Health and Substance Use Services (RMHSUS), part of Vancouver Coastal Health, created a plan to enhance their client and family partnerships. IPFCC helped assess current practices and identified how to build a more robust person- and family-centered system of care.

The clinical and physician leaders, in concert with Ann Greene, implementation lead, facilitated key activities for sustainable long-term outcomes. In two years, an infrastructure including key partnerships with staff, clinicians, clients, families, and community resources has been created. It includes a PFCC Steering Committee inclusive of clients and families; an evaluation process that measures the impact of PFCC initiatives on the organization, client and family satisfaction, and health outcomes; a robust and supportive advisor recruitment process and a communication plan that utilizes a variety of tools like quarterly newsletters, information posters, and attendance at community events. PFCC champions on each team encourage ways to partner and bring the client and family voice into all operations. Strengthening the Family Advisory Committee and expanding additional opportunities for clients and families is an ongoing effort. Collaborative partners for learning have been established with other Canadian exemplars.

In 2014, an initial retreat with key stakeholders defined a collective vision for person- and family-centred care. The PFCC Resource Network Retreat held this spring celebrated the partnerships that have been forged with clients, families, organizational leaders, clinicians, and staff. To describe the human and cultural aspects of their PFCC changes, Natalie McCarthy, Director, said, “We're renovating our relationships to create the best environment for care.” The gathering produced renewed energy, excitement, and forged strong bonds that guide the expansion of their person- and family-centred system of care.

The Practice of Respect – A Strategy for Patient Safety

A June 23, 2016 article in the NEJM Catalyst describes a new initiative at Beth Israel Deaconess Medical Center (BIDMC) to extend the institution’s existing quality and safety systems for prevention of physical harm to patients to also include “emotional harm resulting from disrespect.” The initiative is grounded in the principle that patients and families should always be treated with respect – one of the four core concepts of patient- and family-centered care. Read the full article.

Primary Care Corner – Cambridge Health Alliance (CHA)

cambridge logoCHA is an integrated healthcare system based in Cambridge, Somerville, and Boston’s metro-north communities. Included in the system are 12 primary care clinics, 3 community hospitals and several specialty sites.

In 2010, with the impetus of a CHIPRA (Children's Health Insurance Program Reauthorization Act of 2009) grant, CHA first integrated Parent Partners into a multidisciplinary improvement team at Cambridge Pediatrics, the hospital-based pediatric primary care clinic affiliated with CHA. The team, along with other leaders, recognized the opportunity offered by this pilot to expand and include the patient voice in all of its clinics.

Previously, CHA had created a system-wide Patient- and Family Advisory Council (PFAC) as well as some clinic PFACs but sustainability was a challenge. Therefore, when CHA formed multidisciplinary improvement teams at each primary care clinic, two patients were embedded as members of the team. In this way, Patient Partners are an integral part of PCMH practice improvement.

Now, in 2016, 11 of CHA’s clinics have Performance Improvement Teams (PITs) (two small clinics share a team). Eight of the PITs have Patient Partners and the remaining three are actively recruiting. PITs typically meet every other week, and Patient Partners are expected to attend a minimum of 80% of these meetings, as well as a monthly peer meeting.

In expanding from the Cambridge Pediatrics pilot to other clinics, CHA developed a standardized toolkit, including resources for the team’s launch, codes of conduct, guidelines for meetings, and scripts for interviewing prospective Patient Partners. CHA also created the position of Patient Lead to oversee the expansion across all clinics.

IPFCC is partnering with the Patient-Centered Primary Care Collaborative (PCPCC) as part of its Transforming Clinical Practice Initiative (TCPI) Support and Alignment Network (SAN)This column provides highlights from the field.

If you already partner with patients and families to improve primary or ambulatory care and want to share your successes, or you want to learn more, IPFCC hosts a free online learning community for Primary and Ambulatory Care Partnerships on its PFAC Network. For more information about joining, please contact Mary Minniti at or sign up on IPFCC's PFAC Network.

In this Issue 
  • Two Hospital Tours Offered at IPFCC's San Antonio Seminar
  • IPFCC and Ronald McDonald House Charities Announce New Partnership – Keeping Families Close

  • Expanding PFCC into Mental Health

  • The Practice of Respect – A Strategy for Patient Safety

  • Primary Care Corner – Cambridge Health Alliance (CHA)

  • IPFCC Webinars
  • The 7th International Conference on Patient- and Family-Centered Care Informs and Inspires
  • Better Together: Partnering With Families

    IPFCC Webinars 

    Beyond the Patient Handout: How Patients and Families Transform Health Education

    Liza Cooper
    Katie Darcy copy

    Join Liza Cooper, Child and Family Education Leader, and Senior Family Advisor Katie Darcy from Hassenfeld Children’s Hospital to learn strategies for partnering with patients and families in the creation of new patient and family education materials that promote a philosophy of partnership and patient- and family-centered care. Register for access to the recording.

    September 14, 2016

    Strengthening and Growing Advisor Partnerships

    Headshot Kelly Parent

    Join Kelly Parent, IPFCC Program Specialist for Patient and Family Partnerships, and Program Specialist for Quality and Safety at the University of Michigan Health System, as she reflects on a decade of experience as a family leader and shares strategies for successful and rewarding advisor collaborations. Get more details and register.

    September 21, 2016
    Engaging Patients and Families in Care Transitions

    stethoscopes-250356_640 copy

    Patients and families often struggle at times of care transitions. Join Pam Hinshaw, Senior Director of Care Management at Anne Arundel Medical Center, for a webinar that will focus on developing skills to engage patients and families in shared decision-making, create double checks in the care transition process, and improve communication between care settings. Registration coming soon.

    IPFCC’s webinars are a cost-effective educational resource. Cost is per line, so a group of any size can participate from the same location on one line.

    Learn more about webinar faculty, learning objectives, and Pinwheel Sponsor discounts.

    The 7th International Conference on Patient- and Family-Centered Care Informs and Inspires

    The 7th International Conference was an exciting event with over 1,000 participants, representing more than 385 organizations. Participants came from 44 states in the U.S., 7 Canadian provinces, and 11 other countries. They represented multiple health care disciplines as well as researchers, educators of health professionals, and other staff, including risk managers and hospital security. Over 240 patient/family advisors and leaders were among the participants. 
    7th Intl Conf Day 1 Poster
    From the University of Vermont Health Care’s President and COO, Eileen Whalen’s opening to Moffitt Cancer Center’s Vice President of Diversity, Public Relations and Strategic Communications, B. Lee Green’s closing – and the many presentations and posters in between – the Conference highlighted the innovations being tested and implemented and the impact of patient- and family-centered care worldwide.

    A special thanks to leadership sponsor, Hassenfeld Children's Hospital of New York at NYU Langone for making this event possible. Conference audio recordings and session materials are available for purchase on the IntelliQuest Media website. 

    With leadership support from:
    NYU Langone new logo

    Better Together:
    Partnering With Families

    An August 2nd article in the Wall Street Journal about ICUs easing visiting restrictions featured The Valley Hospital in Ridgewood, NJ and its efforts to create a Partners in Care Welcome Policy and the benefits of this change in policy and practice. The article also mentioned the work of Samuel Brown, an intensive care physician at Intermountain Medical Center in Murray, Utah to humanize the ICU environment. Dr. Brown has recently published Through the Valley of Shadows: Living Wills, Intensive Care, and Making Medicine Human. Dr. Brown and an interdisciplinary team of clinicians, researchers, and a family advisor presented at the IPFCC International Conference in New York City. The audiotape of their presentation, “Let Them In: Collaborative Approaches to the Engaged, Humanized Intensive Care Unit” will be available for purchase in late August at the IntelliQuest Media website.

    The article concluded with IPFCC’s recommendation that family members who know the patient well and are involved in care and care planning no longer be viewed as “visitors” but as “care partners and allies for quality and safety."

    For tools and other resources about changing the concept of families as visitors, visit IPFCC’s Better Together website section.


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    About Us
    Founded in 1992 as a nonprofit organization, the Institute for Patient- and Family-Centered Care (IPFCC) works to advance the understanding and practice of patient- and family-centered care in all settings where individuals and families receive health care.

    Institute for Patient- and Family-Centered Care
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