Patient & Family Forums-new care initiative

Kingston General Hospital has been partnering with patients and their families in a number of new and exciting ways, all with a view to create the best possible patient experience. Now, there's another innovative patient- and family-centred care initiative that is set to become regular practice.

"Patient and Family Feedback Forums see a patient or their family member return to a unit to share what aspects of care most impacted their hospital experience," says Daryl Bell, Patient- and Family-Centred Care Lead for KGH. "Hearing that perspective is not only powerful but also helps identify what we are doing well and what could be improved. It's a chance to react with empathy to our patients and families and say, 'I hear you'."

Rolled out on a trial basis across nine departments and units, the initiative got off the ground this past December, beginning with the Emergency Department and will conclude shortly with Critical Care.

Here's how it works. During a 30-minute forum, care teams and other staff hear directly from patients and/or their families about a recent experience on a particular unit at KGH. The forum opens with a 15-minute talk in which the patient or family member shares their health-care story. They then leave the room and a facilitator encourages a discussion among staff about what contributed to a positive experience and what could be done to make the experience better. Suggested solutions are summarized in a letter of thanks to the patient or their family to let them know which changes will be initiated.

For Patient Experience Advisor Jennifer Dee, receiving that letter was rewarding. Dee took part in the first forum this past December - an opportunity she welcomed after seeing her father experience some challenges during a previous visit to the Emergency Room. "I cried when the letter arrived. It outlined the changes that would be put in place because I shared my father's health-care experience. That letter meant that someone else's experience will be better," says Dee.

Dee adds that she was impressed by the staff's openness. "Even though much of what I had to say was difficult to hear, a spirit of mutual respect prevailed."

Julie Caffin, Program Operational Director for Cardiac and Emergency has participated in two forums, including Dee's, and says that being receptive allows a valuable dialogue to take place.

"Staff may be concerned about feeling critiqued but it's important to realize that what they may hear isn't meant as criticism and no negative consequences will result from participating. Rather, it's about understanding which process issues need to change to make things better."

Caffin says the forums are also an opportunity to hear about the great things that occurred, and can be rewarding for front-line staff.

"When a patient leaves our care, many of us wonder how they're doing. This is a chance to close that loop. In our case, a patient came back and thanked us for giving him back his life. It was very emotional and reminded many of us why we went into health-care."

As the trial phase wraps up, the process will be fine-tuned based on the suggestions of those involved. Then in April, forums will become a regular fixture, with each program or department committed to complete four per year for a total of 36 annual improvement projects across the KGH organization.