A Values Approach to Delivering Exceptional Client and Family Centred Care
Integration of a patient/client and family centred approach is crucial to the success of the program. The Institute for Patient and Family Centered Care has four core concepts for delivery, namely:
Respect and Dignity: Patients and families are listened to and respected for their individual perspectives, choices, values, culture and knowledge.
Information Sharing: Communication with the patient and family is affirming, open and valuable to them. Communication is timely and accurate so they may participate effectively in shared decision making with their care team.
Participation: Participation from the patient and family are supported and encouraged so they will be active in their care and decision-making at the level they choose
Collaboration: Patients, families, healthcare providers, staff, and leaders collaborate in policy and program development, implementation and evaluation; in healthcare facility design; and in professional education, as well as in the delivery of care.
To ensure consistency, these core concepts are spread throughout the program materials and integrated into their values through a series of prompts known as Values in Action Headings, which are then linked to end goal of achieving exceptional client care. The end goal varies to each client and is adapted, along with the Values in Action Headings, to the strategies of the individual organisation.
All of the health organizations involved in our service model programs have revitalized their values to serve as the foundation to create a dynamic focus on the needs of their clients. The goal is to use values as the guide for all members of the care team—health care providers, facility staff, and managers. For values to be meaningful, they must be owned and actionable, not only by the organization but by the individual. Then they need to be integrated into the workplace with the strong support of responsibility and accountability.
Integrating an organization’s values with compassionate service expectations allows for all individuals accessing the system to be viewed not only as patients, but rather, they are one’s customers/clients, neighbours, family members, and the focus of one’s care. To achieve this goal, service expectations and standards of behaviour must be clearly set and continuously promoted and supported.
The culture change program reminds participants that in our careers the people who make a difference are not the ones with the credentials, but the ones with the concern and compassion. It is about how one is made to feel after the experience is over.
Society has been built on a foundation of relationships, which connect individuals to families, work environments, and communities. From playgrounds and courtrooms, to our staffrooms, trusting relationships lie at the heart of our challenges as well as our solutions. The way we affect each other relates to the quality of our interactions and ultimately determines the wellbeing and success of our workday and life. By beginning with the self and building a strong foundation, one can boost anyone’s ability to feel in positive control of their working environment. Our programs aim to merge the organizational values with delivering exceptional client care, closer collegial teamwork and allowing for personal self-reflection of one’s accountability and responsibility to deliver an exceptional client care experience.
Our practical and inspirational programs involves members throughout their region/company/facility in the development, tailoring and design to bring to life their organization’s values and strategic goals. This is done by taking participants on a self-reflective journey that inspires by reminding them why they chose to do this work and how to not lose sight of the client and colleague relationships when overwhelmed with tasks.
The goal is for participants to be inspired to be the change they want to see in their workplace and to be willing participates in creating a great working environment where everyone (patients, clients, colleagues, volunteers) feel heard, respected and valued.
Our programs promise to raise one’s self-awareness and personal accountability for the development of a respectful and compassionate workplace culture.
Read on for more specific program offerings or call us and ask us for specific information.
Creating a Caring Culture
One of the primary roles of leaders in the Health industry is to create a climate of compassionate service. As leaders it is in our charge to create and convey compassion.
This program will explore four dimensions of compassionate care: self, client, team and the community. Only when we consciously care for the self and for each other can we truly operate in a holistic compassionate level.
Leaders will explore principles, behaviours and disciplines that attribute to, influence and drive a compassionate service focused culture. Through the exploration of these themes, participants will learn key skills to care for the self, each other and the patient leading each person to make specific commitments going forward.
Help instill the power of compassion in your leadership.
Four-five half-day learning modules.
A Service Model for Patient Centered Care
Creating a sustainable Patient/Client and Family Centered Care approach begins with “breathing life” into organizational values and then meticulously weaving them into quality of care expectations. To achieve the high standard of compassionate care, service expectations and standards of behavior must be clearly set as well and positively supported from all aspects of the health region.
Society is built on a foundation of relationships which maintain our connectivity to families, work environments, and communities. When compassionate care is actualized and all healthcare colleagues understand that the responsibility is to not only have credentials and expertise, but to deliver that same knowledge with the utmost kindness and compassion.
The Contagious Kindness Culture Change Initiative merges corporate values with actionable delivery to produce exceptional client focused care. It is a program that can be taught by our facilitators or a program your organization can license and facilitate independently.
Not only is this program a speech, a training program and an organizational culture changer it is a formal Compassion Initiative as well.
All over the world there are companies, schools, universities, health organizations becoming known as companionate cultures. We have joined hands with the Compassion Action Network to take action and move people, communities, companies and cities to sign the Charter for Compassion. We teach, speak, write and push the need for everyone, regardless of where you live, what you do or how much money you make to take part and join us in moving compassion into action.
Author Olivia McIvor recently released her book, “Turning Compassion into Action: A Movement Toward Taking Responsibility” and she has graciously offered this book as a reading and change guide for students and teachers.
Download the information brochure on this opportunity for your school, company, or city.
Use the form on this page and tell us you want to become a Compassion Ambassador!
Creating connection and community in the workplace
Our society is built on a foundation of relationships, which connect individuals to families, work environments and communities. From playgrounds and courtrooms, to our staffrooms, trusting relationships lie at the heart of our challenges as well as our solutions. The way we affect each other relates to the quality of our interactions and ultimately determines the wellbeing and success of our workday and life. By beginning with ourselves and building a strong foundation, we boost our ability to feel in control of our working environment both as individuals and as leaders.
In this program ‘The Kind Approach’ will come to life by taking participants on a self-reflective journey through the 12 Character Building Traits as discussed in Ms. McIvor’s book, The Business of Kindness. This program promises to raise one’s self-awareness and personal accountability for the development of a respectful and caring workplace culture. It builds awareness, increases morale and inspires people to work collaboratively, kindly and cohesively.
This program reminds participants that in our careers the people who make a difference are not the ones with the credentials, but the ones with the concern and compassion for us.
For more information on how this program can be tailored for your team or company please contact us.