Patient and Whānau Centred Care

What are we trying to do?

The aim of the project is exceptional patient, whanau and staff experience of Northland health services (safe, effective, person centred, values led, timely, efficient and equitable).

The specific objectives are:

To bring about a cultural change across the Northland health system, to one that is focussed on patient and whānau centred care by all personnel from governance and leadership through to all staff and influencing all levels of the system: at the individual patient level, at a service and organisation level.

To fully engage all Northland DHB staff in patient and whānau centred care through values-led recruitment and accountability mechanisms.

To establish respectful partnerships with patients and whānau at all levels of Northland DHB services: as part of the care team in the planning and delivery of a customised care plan; in service planning, design and evaluation; in organisational decision making.

To inform Northland DHB patients and whānau using language and communication strategies that are patient and whānau centred.

To create a Northland DHB physical and policy environment that supports patient and whānau centred care and healing.

In addition the project is addressing the following recommendations of the Northland DHB Patient Safety and Quality Improvement Review:

Pillar 1: Patient and Family Centred Care

·        Conduct an organisational PFCC self-assessment survey.

·        Develop an explicit vision statement about the commitment to being a Patient and Family Centred Care Centre of Excellence.

·        Bring together staff and patients/consumers with an interest in or expertise in PFCC and use them as a steering group for action.

·        Revise visitor policy to differentiate family/whanau from other visitors, and actively support staff to make this happen.  Also run communication with population to outline the change and the expectations that go with it.

·        Develop a library of video patient stories for the Board and for staff education.

·        Reform the consumer patient group into a Patient and Family Advisory Board with formal roles and positions on key committees and reporting to the CE and Board.

·        Improve timeliness of information to patients and their families.

Why is this important for community and patients?

The Northland population experiences health and socioeconomic inequities, an aging population, people living longer and increasing prevalence of chronic disease.  At the same time the healthcare system is under workforce and financial pressure.  Further people have increasing expectation for information and involvement in managing their health.  In response, patient and whānau centred care aims to assist Northland DHB to:

                        ·        deliver quality, safe services  improve population health and reduce inequities

                        ·        decrease hospital readmissions

                        ·        achieve better financial performance

                        ·        achieve better staff experience of services

                        ·        achieve better patient and whānau experience of services

The core concepts as summarised below will contribute to achieving these aims:

Respect and dignity. Health care practitioners listen to and honour patient and whānau perspectives and choices.  Patient and whānau knowledge, values, beliefs and cultural backgrounds are incorporated into the planning and delivery of care.

Information sharing. Health care practitioners communicate and share complete and unbiased information with patients and whānau in ways that are affirming and useful.  Patients and whānau receive timely, complete, and accurate information in order to effectively participate in care and decision-making.

Participation. Patients and whānau are encouraged and supported in participating in care and decision-making at the level they choose.

Collaboration. Patients and whānau are also included on an institution-wide basis. Health care leaders collaborate with patients and whānau in policy and programme development, implementation, and evaluation; in health care facility design; and in professional education, as well as in the delivery of care

Progress to date

Project Board established including clinical leadership.

Northland Health Consumer Council established.

Consumer Council led Visitor/ Family Presence Policy in development.

Enriching and Embedding Our Values Campaign launched.

Values Week delivered to engage hundreds of staff and patients in setting standards for patients and whānau centred care from a values base.

Staff and Patient values survey completed.

Patient Story toolkit in development.

Values Based Recruitment project underway.

What key approaches will we take?  What themes will we concentrate on?

Facilitating recognition of the current experience of patients, whānau and staff in Northland health services.

Establishing a commitment to change to a culture of exceptional person and whānau centred care.

Enriching and embedding our values in all NDHB work with patients, whānau and staff.

Patient and whānau engagement and co-design in service planning development and evaluation.

Partnering in Care.

Specific actions in 2015/16 to deliver improved performance

Northland DHB Visitor/ Family Presence Policy implementation.

Establish library of patient stories.

Implement values based recruitment and accountability mechanisms.

Enriching and Embedding Our Values Campaign supporting culture change across the Northland health system.

Northland Health Consumer Council to lead the development of an agreed process for patient and whānau engagement at all levels.

In partnership with the Consumer Council:

                        ·        develop communication aides for effective patient and whānau partnering in care

                        ·        review Northland DHB physical environment with regard to how it supports patient and whānau centred care.

Services A - Z


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