Patient & Family
Centered Care
delivered by
Sandra Geiger
Vice President, Performance Excellence
South Shore Health & Educational Corporation
Conflict of Interest
I certify that there is no conflict of interest
with any financial organization regarding
the material discussed in this presentation.
Our Agenda
Background, Definitions and Benefits of Patient &
Family Centered Care (PFCC)
 Core Principles
 Patient Focused versus Patient Centered/Driving
Forces
 South Shore Hospital Examples/Stories
 Ways to Incorporate PFCC into Practice

What is Patient & Family Centered
Care (PFCC)?
A
care model in which clinicians recognize the
vital role that families play in providing the
best healthcare to the patient.
 An approach to the planning, delivery, and
evaluation of health care.
 A mindset that shapes policies, programs,
facility design, and staff day-to-day
interactions.
PFCC Has Relevance throughout the
Continuum of Care
Why Practice PFCC?
The majority of patients have some connection to
family or friend support.
 PFCC can help navigate the complexities of care,
especially with the very young, the very old, and
individuals with chronic conditions.
 It has been shown to improve the patient experience
and quality/safety outcomes.
 It’s the right thing to do for patients and families.

Benefits of Patient and Family
Centered Care
Enhanced patient experience
 A supportive/inspiring workplace environment
 Improved clinical outcomes

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Due to thorough history, comprehensive communication and
high level of trust
Improved stewardship of healthcare resources
What is meant by “Family?”
One, two or more persons who are
related in any way—biologically,
legally, or emotionally. Patients and
families define their families.
Emerging Terminology: “Person and Family Centered Care.”
“Understanding and
respecting patients’ values,
preferences and expressed
needs is the foundation of
patient-centered care.”
-Harvey Picker
Patient and Family Centered Care
Core Principles

Respect and dignity.
Health care practitioners listen to and honor patient
and family perspectives and choices. Patient and
family knowledge, values, beliefs and cultural
backgrounds are incorporated into the planning and
delivery of care.
Patient and Family Centered Care
Core Principles

Information Sharing.
Health care practitioners communicate and share
complete and unbiased information with patients
and families in ways that are affirming and useful.
Patients and families receive timely, complete, and
accurate information in order to effectively
participate in care and decision-making.
Patient and Family Centered Care
Core Principles

Participation.
Patients and families are encouraged and supported
in participating in care and decision-making at the
level they choose.
Patient and Family Centered Care
Core Principles

Collaboration.
Patients and families are also included on an
institution-wide basis. Health care leaders
collaborate with patients and families in policy and
program development, implementation, and
evaluation; in health care facility design; and in
professional education, as well as in the delivery of
care.
In Short…
“Nothing About Us,
Without Us.”
“But I’m Already Patient-Focused…”
Patient and family centered care is
working with patients and families,
rather than doing to or for them.
“Expert”
assessing then
recommending
care for
patient/family
to follow.
Mutual respect
of knowledge,
skills, and
experience;
Collaborative
assessment &
development of
treatment plan
PFCC Begins with a Mindset
Change…

What is the driving force behind the different elements
of my practice/operations?
 System Centered?
 Patient/Family Focused?
 Patient/Family Centered?
Organizations committed to PFCC believe the priorities and choices
of patients and their families should drive the decision making
around the delivery of healthcare.
Driving Forces Exercise
At South Shore Health & Educational
Corporation, Patient & Family Centered Care is…
Organizationally, our chosen model of care
 A commitment we have made to our leadership, boards
of directors and community
 Consistent with Lean Principles

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The Customer Defines Value
Value Streams/How We deliver that Value
Flow
Pull
Perfection
A key component of our Magnet designation for
Excellence in Nursing
Concept Areas of Focus
at South Shore Hospital
 Change
Perceptions from Family as “Visitor” to
Family as “Care Partner”
Removed “Visiting Hours Are Now Over”
Announcement
 Reunion with Family/Friends in ED & PACU (20
minutes or less)
 Family Initiated Rapid Response
 Family Presence During CPR

PFCC at South Shore Hospital
 Create
Infrastructure (2008)
Communicate Vision and Critical Concepts to Key
Stakeholders
 Added Patient Advisors to Existing Teams,
Committees & Values Streams (2009 to present)
 Created Patient Family Advisory Council (2010 to
present)

Examples of PFCC at South Shore
Hospital
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Bedside Report/Rounding
Patient Advisors on Units
Patient Advisor Interview Team for Directors & Vice
Presidents
Rapid Response and Resuscitation Training
Building and Care Delivery Design Process
Patients as part of Lean “Kaizen” events
Family Presence During CPR
PFCC Stories
Dr. David Demick
Patient Advisors
Opportunities for PFCC and
Physician Practice

Start With Expanding Communication…
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“What is your priority for today’s office visit?”
“What role do you want your family/friend to play in your care?”
“What is your ultimate goal after we have completed our
treatment/plan?”
“What have I not discussed with you today that is important to you?”
What new questions can you ask? What can you ask
differently in order to “invite”
participation/collaboration?
In what way can you incorporate patient advisement
or feedback into your operations and clinical
improvement processes?
In Summary…

Embrace/Study the Core Principles of PFCC

Study Critical Impact Points Where You Can
Consistently Approach Each Patient/Family as
Individuals

Self Assess Your Current Level of PFCC
Practice/Operations & the Driving Forces of Your
Decision Making

Involve Patients/Patient Advisors

Prioritize Efforts and Evolve Your PFCC Practice
Over Time…this takes time.
Resources
Institute for Family-Centered Care
 www.ipfcc.org
 Picker Institute
 www.pickerinstitute.org
 Planetree Organization
 www.planetree.org
 South Shore Hospital
 Sandra Geiger, Vice President Performance
Excellence; sandra_geiger@sshosp.org
