Client and Family Relations
-
Upload
the-royal-mental-health-centre -
Category
Health & Medicine
-
view
105 -
download
2
description
Transcript of Client and Family Relations
![Page 1: Client and Family Relations](https://reader034.fdocuments.us/reader034/viewer/2022051515/55535155b4c9059e688b50c7/html5/thumbnails/1.jpg)
CoordinatorClient and Family Relations• Liaison• Clients and Families/Caregivers• Gather information on patient care• Feed back to Management• Quality Improvement Initiatives
![Page 2: Client and Family Relations](https://reader034.fdocuments.us/reader034/viewer/2022051515/55535155b4c9059e688b50c7/html5/thumbnails/2.jpg)
• Patient experience• Support of patients and their caregivers• Key to best health and ensuring the future of our
health care system• Everyone involved in delivering health care has
a role to play in quality of system• Professionals working together to ensure quality• Patients confident the their health care system is
providing them with excellent care
![Page 3: Client and Family Relations](https://reader034.fdocuments.us/reader034/viewer/2022051515/55535155b4c9059e688b50c7/html5/thumbnails/3.jpg)
ECFAAWhat we do in response • Establish a Quality Committee
– Monitor quality– Quality Improvement Initiatives– Scientific evidence to guide best practice– Annual Quality Improvement Plans
• Surveys• Patient Relations Process
![Page 4: Client and Family Relations](https://reader034.fdocuments.us/reader034/viewer/2022051515/55535155b4c9059e688b50c7/html5/thumbnails/4.jpg)
Client Statement of Values• The Royal’s Core Values and Vision for Person Centred Care‐
• As a leader in specialized mental health, The Royal believes in including the client voice at the decision-making table. As a result, it is one of the few organizations in Canada that has embedded that philosophy into decisions on care, treatment and research since 2006. Clients are represented by a client empowerment council that supports, advises and advocates in the interests of clients with management and clinicians.
• We at The Royal believe that true client engagement and consultation is key to providing quality, person-centered care. The Royal is proud and committed to delivering on our Client Statement of Values.
• Core Value One: Being HeardClients and families are provided with a way to safely and respectfully express their opinions, positive or negative, about their health care without fear of repercussion.
• Core Value Two: Dignity and RespectClients and families are treated with dignity, compassion and respect.
• Core Value Three: Engagement and ParticipationClients are active participants in their safety, health care and health care decision making.
• Core Value Four: Informed Decision MakingClients have access to reliable and current information about their health care options, in order to support informed decision making and active participation in care.
• Core Value Five: Quality CareClinical care is evidence based, high quality and meets or exceeds legislative, regulatory and professional standards.‐
• Core Value Six: Privacy and ConfidentialityClients have the right to privacy and confidentiality as well as security of their personal health information.
• Core Value Seven: RecoveryClients receive care in a therapeutic environment that supports hope and recovery.
![Page 5: Client and Family Relations](https://reader034.fdocuments.us/reader034/viewer/2022051515/55535155b4c9059e688b50c7/html5/thumbnails/5.jpg)
Patient Relations Process
• Every health care organization must have one• Info about the process available to public• What is the Patient Relations Process
– CEC/FC– Coordinator of Client and Family Relations– Client and Family Feedback System– Surveys, suggestion boxes
![Page 6: Client and Family Relations](https://reader034.fdocuments.us/reader034/viewer/2022051515/55535155b4c9059e688b50c7/html5/thumbnails/6.jpg)
Surveys
• Client Experience Survey of in and out patients– At least once every fiscal year– Information regarding overall satisfaction – Annual Report
• Family Satisfaction Survey– Throughout the year– Annual Report
![Page 7: Client and Family Relations](https://reader034.fdocuments.us/reader034/viewer/2022051515/55535155b4c9059e688b50c7/html5/thumbnails/7.jpg)
Client and Family Feedback System
• On OREO• Accessible to all staff• Complaints/concerns/compliments• Feedback Managers (Directors)• Trending
![Page 8: Client and Family Relations](https://reader034.fdocuments.us/reader034/viewer/2022051515/55535155b4c9059e688b50c7/html5/thumbnails/8.jpg)
QUESTIONS