Patient & Family Engagement

February, 2016 Delia Cooper

Tannis Knutson Megan Stowe

Background on the Royal Columbian Hospital Megan Stowe

The Royal Columbian is a tertiary, referral, regional and community hospital providing specialized care to BC’s most critically ill and injured

4

We’re a provincial Level 1 Trauma Centre

(1 of only 2 adult Level 1 Trauma Centres in the Lower Mainland)

5

37% of all BC trauma patients

get treated at the Royal Columbian

6

We have one of BC’s busiest air ambulance heliports

(up to 225 landings each year)

We’re a tertiary care centre (i.e. providing highly specialized care)

for interventional cardiology and cardiac surgery

8

We perform more open heart surgeries than any BC hospital (900/yr)

9

We’re a tertiary care centre for Neurosurgery

Neurosurgery Neurosurgery

And for high-risk

maternity, too

11

We have one of only four Level 3 NICUs in BC

(for the sickest, tiniest babies)

12

We’re a regional hospital serving Fraser North’s secondary acute care needs

(care more specialized than a family doctor can provide)

13

We’re also a regional centre for Psychiatry

14

And, we’re a UBC Clinical Teaching Campus

Redevelopment Phases P

hase 1

Temporary parking

Helipad move

75-bed Mental Health &

Substance Use

Parkade

Energy Centre

Site preparation

Ph

ase

2

Acute Care Tower with more beds - Emergency

Room - Operating Rooms

- Diagnostics - Maternal Infant - Child Youth - Parkade

- Main Entrance

Ph

ase 3

Renovations - Health Care Centre

- Columbia Tower

Redevelopment Principles

1) Patient Centredness

2) Pull services to the Patient

3) Flexibility

4) Reduce the number of steps in care processes

5) Standardization of patient care and support processes

6) Identify process improvement opportunities that support future Clinical Service Plan

Quality & Safety are woven through

all the principles

Patient & Family Engagement Tannis Knutson

South Asian Consultative Group

Pre-Post Survey

Phone Consultation

Fraser Salish

Caucus

Shadow Patient Journey

Consultative Groups

Multi- Disciplinary

Study Teams

Mental Health Consultative Group

English Chinese Punjabi Survey

Patient and Family

Consultation

Dimensions of Quality

Questions to Ask Yourself

Acceptability

Does this decision require patient and family participation and/or respectful consideration of patient and family preferences?

Does this decision affect the patient and family experience regarding emotional support, empathy and respect?

Appropriateness

Does this decision affect clear comprehensive information and support for patients and family self-care?

Does this decision affect the physical and environmental needs of patients and families?

Accessibility

Does this decision affect how patients and families access health services?

Safety

Does this decision affect the continuity of care and smooth transitions?

Does this decision affect the safety of patients &/or families?

Effectiveness

Does this decision affect the patient and family experience regarding effective treatment delivered by trusted professionals?

Quality & Safety Matrix

What are our intended outcomes?

Establish patient & family centered care as a foundation

Gain valuable insights from patients and family experiences that will help shape the future state of our hospital

Consideration of cultural needs in hospital design

Influence changes in the health care

staff culture at the Royal

Columbian Hospital

What happens with the feedback

• Considered in decision making

• Forwarded to applicable leads

Closing the loop

• Tours of new facility

• Updates in meetings

• Email updates on feedback

• Yearly

• End of project

A Patient & Family Voice Delia Cooper