Transformation of a Child Development Program from a Medical ...

Transformation of a Child DevelopmentProgram from a Medical Model to aModel That Supports Family-CenteredCareApril 18, 2012Linda Maerz, Manager; Sharon Penney, Regional Manger Health Records;Brielle Lepp, Customer and Co-Chair of Advisory Council

Transformation of a Child Development Program from a Medical Model to a Model That SupportsFamily-Centered CareIntroductionTransitional Change ChallengesFamily Involvement = ProcessImprovementsTools for ChangeOutcomesLessons LearnedQuestions

Transformation of a Child Development Program from a Medical Model to a Model That SupportsFamily-Centered CareTransitional Change ChallengesClinical Service/Research “Centre” vs ClinicalService DeliveryService provider focusedLetting go of control and giving it to familiesRespect families emotional readinessEngaging resistant clinicians and front linestaff

Transformation of a Child Development Program from a Medical Model to a Model That SupportsFamily-Centered CareFamily Involvement = ProcessImprovementsScheduling Steering CommitteeMembership included customerIncreased capacity, improve access anddecrease wait times

Transformation of a Child Development Centre from a Medical Model to a Model That SupportsFamily-Centered CareTools for Change Lean Training – Yellowbelt Use of Multidisciplinary Process Improvement Teams Flow Assessment – patient, provider, and information Value Stream Mapping String Diagram Identification of Muda Standard Operations

Transformation of a Child Development Centre from a Medical Model to a Model That SupportsFamily-Centered CareCentralized• Intake• RegistrationStandardized WaitlistingWorkload balanceProcedure manualMeasuresStandard OperationsWorkload capacityTime of appointments,Number of assessmentand treatmentappointments per FTERate of customerdemand. Unableto define

Transformation of a Child Development Centre from a Medical Model to a Model That SupportsFamily-Centered Care

Transformation of a Child Development Centre from a Medical Model to a Model That SupportsFamily-Centered CarePrevious State – Intake Process

Transformation of a Child Development Centre from a Medical Model to a Model That SupportsFamily-Centered CareCurrent State – Intake Process

Transformation of a Child Development Centre from a Medical Model to a Model That SupportsFamily-Centered CareImplementation of Electronic Scheduling System

Transformation of a Child Development Program from a Medical Model to a Model That SupportsFamily-Centered CareOUTCOMES Family is first!! Open referral to SLP, OT, PT, Psychology, SW and Dietitian(Sept, 2011) Improved access Children can begin treatment for therapies while waiting for full teamassessment Therapists increased capacity (50 appointments on Fridays alone) Reduction in team meetings - 96.5 hrs/mo (2009) to 2 hrs/mo (2011) Easy access for scheduling Replacement of manual booking to electronic scheduling system One call to coordinate ALL appointments Centralized registration and scheduling Improved client flow by 75%

Transformation of a Child Development Program from a Medical Model to a Model That SupportsFamily-Centered CareOUTCOMESFamily friendly atmosphereFamily room recommended by a childMagazines, TV with the learning channel, computer,toysMaternal and Children’s Patient and Family Advisory CouncilTreatment NoteFamily Journals, Brochures, Parent DirectoryVideo

Transformation of a Child Development Program from a Medical Model to a Model That SupportsFamily-Centered Care

Transformation of a Child Development Program from a Medical Model to a Model That SupportsFamily-Centered CareLESSONS LEARNEDSenior leadership support is criticalFamily input must guide the processChange is not easy Fear Loss of Control ResistanceWhat service providers think is best,is not always what our customerthinks is bestCommunicate, communicate,communicateWhen a decision needs to be madealways ask the question, “how willthis benefit the client we serve” andget all clinicians thinking about thisEngage as many front line staff andphysicians as possibleThose who wish to follow willembrace the change, those thatdon’t will make different choicesBe respectful of each other, and it isok to agree to disagreeBe patient – change takes time