Family Resource Center
Evolving to
Support the
Strengths of
Families
Agenda
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A Family Story
Brief History
Evolving with Families
Methods and Family
Involvement
• Family Feedback
• Outcomes
• Lessons Learned
A Family Story
Family Resource Center
Providing information and support
Mission Statement
The Family Resource Center supports and
educates families as they manage their child’s
health and medical care. We recognize the
central role of the family in the child’s life and we
value respect, collaboration and informed
decision making.
History of the Family Resource Center
• 1985 Established
• 2000 Expanded to include
family support space
• 2004 Renovation proposal
approved and planning
began
• 2005 Pastoral Care and
chapel relocated
• 2006 Construction began
• 2007 Grand reopening
Evolving with Families
Family
Library
Evolving with Families
Family
Seating
Area
Evolving with Families
Family
Room
Evolving with Families
Family
Room
Evolving with Families
Family
Patio
Methods and Family Involvement
• Multidisciplinary planning team
• Benchmarking
• Site visits
• Literature review
• Surveys
Family Feedback
• Appreciate our broad scope of providing
education and support
• Value having information about their child’s
medical condition readily available
• Add additional computers
• Provide equipment for creating patient web
pages
Family Feedback
• Dedicate space for family support groups,
conferences and trainings
• Expand hours of service to include evening
and weekends
• Preserve the comfortable, quiet space away
from the bedside
• Promote programs and services to staff and
families
Outcomes – Health and Patient
Education
• Family library with
improved visibility and
access
• Materials that meet
the needs of diverse
communities
• Health Educators
provide expert
assistance to families
Outcomes – Health and Patient
Education
• Car seat education
and hands on
instruction
• Developed new
Children’s Safety
Center
• Designated space for
patient and family
education
Outcomes – Support Services
• Enhanced massage
program with LMP on
staff
• Space for support
programs and semiprivate seating areas
and outdoor patios
• Outreach to families on
inpatient units through
the Resource Cart
• Bilingual, bicultural staff
Outcomes – Technology
• Wireless Internet connection
in FRC and inpatient units
• Increased computers; 24
hours a day
• Equipment loan
• CaringBridge Patient Web
pages
• Family Internet Help Line
Outcomes – Marketing and
Promotion
• Developed FRC
graphic standards
and tag line
• Marketing and
promotion plan to
increase awareness
and utilization
Outcomes – Program Integration
• Family Centered Care
– Families as Consultants (feedback groups,
presentations, peer support etc)
– Family Advisory Council
• Patient and Family Relations Program
– Resolves complex complaints & grievances
– Invites positive & constructive feedback from families
• Patient and Family Education
– Materials, tools and resources for bedside and group
education
– Training and technical assistance for staff
Lessons Learned
• Administrative
support and
positioning in the
hospital’s strategic
plan are key.
• Think value-added!
• Build on momentum
when partnering with
the clinical teams and
hospital-wide
initiatives.
Lessons Learned
• The earlier families are
involved, the better the
results.
• Family involvement
challenges our
assumptions.
• Provide an
environment that
reflects the families
that we serve.
Lessons Learned
• Facility renovation
provides the opportunity
to evaluate and enhance
services – not just a face
lift!
• Budget constraints and
delays provide new
opportunities.
• Marketing and promotion
is a priority.
Moving Forward
Where will the Family Resource Center
be in 5 to 10 years?
Children’s Hospital & Regional Medical Center
Family Resource Center
frc@seattlechildrens.org
206-987-2201
Toni Ho- Family Support Specialist
Karen Kirwin- Health Educator
Michelle Miulli- Program Coordinator
Melissa Tumas- Health Educator
Renee Young- Parent