A Report fromFamily Partners Council

2011

Family Partners CouncilMembers

Le Bonheur Staff Liaisons

Lauren Anthony

Michelle Bargainer

Desiree Bawcum

Jennifer Brown

Karin Buchanan

Ryan and Erin Butterick

Tiffany Casey

Joanne Cunningham

Renee Dominguez

Pete Duncanson

Brittaney Edmiston

Tim and Bridgette Flack

Ernest and Terza Hickman

Jessica Huntley

Don and Dana Hutson

Zac and Amy Ives

Dionne Jackson

Shaletha Knox

Steven and Angela McCarter

Shelia McClain

Stacey McLendon

Jenni Pappas

Patti Reed

Larry and Natalie Robinson

George and Latasha Sago

David and Brittany Spence

Kelli Williams

Robert and Cathy Wilson

Caryline Adkins

Meri Armour

Kavanuagh Casey

Jack Conrad

Karen Faught

Jane Hanafin

Sharon Harris

Kathy Healy-Collier

David Henry

Thomas Hobson

Wyatt Howell

Marissa Irwin

Corey Johnson

Rick Kanschat

Kathie Krause

Susan Lawhon

Matt Love

Sheon Lynch

Tom Matisko

Dr. William May

Maureen O'Connor

Janet Phillips

Ann Reed

Ken Roark

Janie Roberts

Blake Robertson

Dave Rosenbaum

Camille Schaeffer

Whitney Smith

Susan Steppe

Tracy Tidwell

Jennilyn Utkov

Donna Vickery

Dalene Wilson

Letter from the ChairmanThe light has dawned, and there has never been a better today at Le Bonheur Children’sHospital! I am honored and blessed to have a small role in a group that is helping direct

Le Bonheur to even better tomorrows. Our accomplishments within theFamily Partners Council are unique because of the unprecedented, truepartnering among families, staff and supporters toward our commongoal of patient- and family-centered care. I believe we have the bestdedicated families and staff in place to realize our visions.

One vision that has already become reality is the hospital. In December2010, we opened an innovative, state-of-the-art facility thatincorporated many suggestions from our Council. From room forparents to sleep and observe their child in the Intensive Care unit to

extra electrical outlets and easy way-finding to cafeteria off-hour alternatives, the new LeBonheur is family centered. But Le Bonheur’s new realities don’t stop with the brick andpaint.

For the first time, Le Bonheur Children's Hospital has been named to U.S. News & WorldReport's Best Children's Hospitals list. A better experience from the families translates intosuccess for the hospital, and Le Bonheur is being noticed for its accomplishments! Of course,there are many reasons for this particular accomplishment, but we do believe that everyoneis seeing the benefit of incorporating the family voice into their decisions and goals. We areproud to serve alongside such talented and visionary personnel, and we can be proud of ourcontribution.

In the end, however, it is all about the children. One late Le Bonheur evening, I came upon aweary mom and her two small children walking the halls to break the monotony. I relatedimmediately. I followed for a moment, soaking in the joy as I watched the smallest boy skipbeside the light-up children on the wall. Back and forth. Back and forth. Every time a panel litup, he lit up. Then the mom started to light up. With each of the child’s giggles, I could see abit of the day’s weariness fade from her face. It gave me great satisfaction that night to havehad the privilege of observing some of the reward of our hard work. It is a new day atLe Bonheur! We are making a difference, and that difference is measured in light!

Patti ReedChairman, Family Partners Council

Pictured on cover: Parent Mentor BrittanySpence visits with a mother in the NICU.

Right: Lactation Consultant Ruth Munday,center, received the Family Partner’s Council

2010 Family Choice Award.

ValuesSERVICE – Patients and families are at the heart of all we do.

QUALITY – We consistently provide the highest quality of care through safe, provenpractices.

INTEGRITY – We accept and honor the trust placed in us through our faith-based mission.

TEAMWORK – Together we are better.

INNOVATION – We are a learning organization and embrace new ways to get better results.

Philosophy of CareWith an unwavering commitment to patient- and family-centered care, Le Bonheur's2020 Vision is to provide a high-quality, safe, nurturing and culturally-sensitive environmentthat supports health-related collaboration between professional caregivers, patients andfamilies.

Through mutually beneficial partnerships, the team will support the mission and faith-basedministry with a holistic, family approach to delivering healing and hope.

At Le Bonheur, this will be accomplished through respectful relationships that are continuous,seamless, transparent, information-rich and focused on the most favorable outcome.

Principles of Patient and Family Centered Care:1. Dignity and Respect for the Family: We listen to you and your family. Your values, beliefs

and cultures are incorporated into the planning and delivery of care.

2. Complete and Unbiased Information Sharing in Ways That Are Affirming and Useful: Wecreate an atmosphere where two-way information is shared openly and candidly amongpatients, families and caregivers.

3. Family Participation In Care Planning and Delivery To Provide Enhanced Control andIndependence: We welcome and encourage your participation in care and care planning.

4. Family Collaboration with Clinicians in Policies, Procedures and Staff Education: Theoutgrowth of participation is collaboration. We get patients and families involved in facilitydecisions, policy decisions and staff education.

Families As Partners

The accomplishments of the Family Partners Council throughout the last year are asource of great pride. Many parents and family members have freely given of their

time and energy to help us define and shape the family-centeredculture at Le Bonheur. In this report, you’ll see the many waysfamily members have served alongside our staff to improveprocesses, better coordinate care, improve patients’ experiencesand advocate for the hospital.

Families have truly been our teachers as they’ve given us uniqueinsight into the challenges they face and the opportunities wehave to support them. They’ve also been our coaches as they’ve

pushed us to do better and reach higher goals.

In turn, I’m also proud of the staff at Le Bonheur for the many ways they haveembraced families’ input and involvement in the care we provide. As part of theVision 2020 long-term plan for Le Bonheur, we committed to creating a culture thatexemplifies patient- and family-centered care.

Thank you to the many families who have spoken up. We’re listening to you, andwe’re grateful for the ways you’re supporting us and holding us accountable to thisvision.

Meri ArmourPresident and CEO

The Family Partners Council members serve in five committees that workdirectly with staff and physicians in guiding the organization toward theprinciples of patient- and family-centered care.

Advocacy & Public Policy – Tiffany Casey, Chair

Purpose: To act as the liaison between Le Bonheur’s Public Policy and Advocacy Board andLe Bonheur families and to engage those families in representing the public policy issues andinitiatives to government officials and the community.

The Advocacy Committee identified and accomplished six goals during 2010. Tiffany Caseywas elected as the Chairperson. The committee successfully increased its membershipadding Larry Robinson, Dionne Jackson, Shaletha Knox, Pete Duncanson and Kelli Williams.

In May, the committee offered advocacy educational training to its newly inducted andcurrent members by inviting SharonLadin, a National Association ofChildren’s Hospitals and RelatedInstitutions representative, to cometo Memphis and conduct a seminarfor families on how to tell their storyto elected officials.

The Advocacy committee conductedmany tours of the new hospital forelected officials to educate them onthe importance of Le Bonheur to thecommunity. Members of thecommittee paired up with local andstate legislators to conduct thesetours. In November, the advocacycommittee invited the TennesseeHouse Health Committee to Le

Bonheur to increase its awareness in Nashville. An ongoing goal is to continue bringing inlegislators to visit Le Bonheur and to tell our story.

Patty Reid, Tiffany Casey and Tim Flack attended a City Council meeting and accepted aproclamation for the new hospital from Harold Collins.

The media also interviewed Tim Flack, Madeline Flack and Robert Wilson.

The committee has also been hard at work in developing a Speakers’ Bureau. Developmenthas begun to provide families the tools that they need to advocate in the community onbehalf of Le Bonheur. Larry Robinson is leading an effort to develop a presentation templateand casual talking points. Our goal will be to identify families that are willing to speak inpublic, ask families to recommend speaking engagements and train families on how toadvocate for Le Bonheur in the community as an indispensible regional asset. We want to beas inclusive as possible, so anyone can participate.

Coordination of Care – Karin Buchanan, Chair

Purpose: To ensure that systems are in place to encourage both communication andcoordination of care with patients, families and staff across disciplines and departmentsincluding transitions in care.

Coordination of Care is critical in ensuring that all patients receive the best care available.Effective communication is the key to coordinating each patient’s care, thus, the coordinationof care task force has spent this past year developing tools and processes that will assist theproviders better communication among themselves and with patients and families.

Special attention was focused on creating the following tools and processes:

1. Each patient attending the Spina Bifida clinic received a notebook containing anup-to-date medical summary including the most up-to-date test results andrecommendations, as well as a unified plan of care.

2. A report was created to inform the providers when patients with spina bifida enterinto our system.

3. Educational materials were developed to address initial diagnosis of spina bifidaand an education plan was developed for these patients.

4. A developmentally appropriate self-management roadmap was created to assiststaff and patients/families to learn the necessary skills and knowledge along thecontinuum from birth to young adult to help patients/families successfullytransition when they reach adulthood.

Patient and Family Experience - Cathy Wilson, Chair

Purpose: To evaluate policies and make recommendations related to resources in support ofemotional, spiritual, physical and educational needs of the patients and their families.

The Patient and Family Experience Committee encouraged bedside reporting throughout thehospital. With the help of marketing, a quick information sheet was developed about bedsidereporting and what to expect after surgery. The Formal Parent Mentoring program beganwith six mentors and ongoing training ongoing for additional mentors. Brittany and David

Spence presented at NursingGrand Rounds about family-centered care and the FamilyPartners Council. Thecommittee also decided toallow families to document inthe medical record.

Patient Experience Committee

Live, Laugh, Love….a popular saying in today’s world could also reflect what is being donethrough the Parent Mentor Program here at Le Bonheur. Families with a hospitalized child areinspired by their mentors and awed that a parent would even want to come back and sharethe story of their hospitalized journey. These mentors offer hope on how to:

LIVE: When life throws an unexpected curve ball and circumstances are bleak, mentors serveas a role model for making it through the tough times and coming out on the other side.They are a beacon of hope and motivation for parents to see you will get through this andcontinue to live and make a difference in this world.

LAUGH: Parent mentors are there to help brighten a family’s day, to listen, to share the joys, and to lift the spirits of those they visit.

LOVE: Veteran parent Brittany Spence likes to say, ”Parent Mentors are there to love onfamilies”, provide support and just be there, no matter what the outcome, to help navigatethe ups and downs of life with a hospitalized child.

The Parent Mentor Program has more than doubled in size this year. A six-hour formalizedtraining session for new mentors is now in place and the results are amazing. Each mentor isassigned a staff liaison in their specific floor orunit. The staff liaison is like a bridge betweenthe Parent Mentor and the health care team.Staff liaisons currently receive one hour oftraining. Future plans include more in-depthtraining and application process. The programis currently serving four areas: Maternal FetalMedicine Clinic, Neuroscience Institute,Neonatal Intensive Care Unit andCardiovascular Intensive Care Unit. Theoverall vision is to have every area in thehospital assigned a parent mentor. This will becompleted in phases with the next phasebeing implemented in the fall of 2012.

The Parent Mentor Program is the proudrecipient of the “Spirit of Giving” Volunteerprogram of the year for 2011.

Jessica Pressgrove with motherStephanie McCain and baby Richard RionMcCain II.

Brittany Spence, left, accepted Volunteer Mid-South’s “Spirit of Giving” Award for the FamilyMentor program at Le Bonheur.

Quality Committee - Don Hutson, Chair

Purpose: To empower and engage families to partner with caregivers in process improvementinitiatives that are related to the quality of care and the safety of the patient.

In 2010, the Quality Committee of the Family Partners Council focused on three primarygoals:

1. Bring the voice of thefamily into improvementteams and committees atLe Bonheur

2. Launch a pilot toevaluate the level andextent of educationprovided to parents toprepare them for successafter they are discharged

3. Share patient satisfactiondata with the FamilyPartners Council andsolicit ideas forimproving our results

Structures and processes were put in place to drive each of these primary goals resulting itthe following accomplishments:

The voice of families is now impacting the results of improvement teams and committees.A process was created to match Family Partners Council members to quality-improvementprojects and committees throughout the hospital. When a team or committee desiresparticipation by a family member, they complete an assessment tool to identify the type ofpatient/family experience needed. The form is then submitted to a small group of peoplewho review the requests and match a family member based on experience with the serviceand the level of commitment needed. The requesting team/committee is then provided withcontact information to engage the Family Partners Council member. In addition, thecommittee developed a survey to solicit feedback from the Family Partner Council memberrelated to their experience with the team/committee, so that we may continually improvethese partnerships.

A pilot project is in place to evaluate the level and extent of education provided to parentsprior to discharge. The committee selected the Neonatal Intensive Care Unit as the pilotgroup and devised a list of interview questions to assess the effectiveness of pre-dischargeeducation for families. An effort was made to collaborate with the NICU clinic so that face-to-face interviews might be conducted. Limited by the number of parents/patients visiting theclinic, the committee devised an alternate method which included online surveys andtelephone interviews. Members of the Quality Committee committed to participate in thephone interviews to allow for a “parent-to-parent” relationship that might result in morecomfortable dialogue. Although the sample size for this project was small, all results from thepersonal and online interviews indicated that the education provided while in the NICU waseffective. We continue to monitor this measure through our patient experience survey tool.

Patient Experience data is now being summarized and shared with members of the Family PartnersCouncil. A new patient experience survey designed by NRC Picker, an organization dedicated toimproving the quality of care provided by the health care industry, was implemented in 2010. Afterallowing time for data to accumulate, the Quality committee identified several options for how thedata might be summarized and presented. The FPC Quality committee agreed to report key resultson a quarterly basis. Three presentations have occurred since this goal was developed. Thecapabilities of the new product are only now being fully realized and the Quality Committeecontinues to identify effective methods for sharing the data and gathering input from FPC on bestapproaches to improve our the experience our patients and families have while here.

Staff Education - Jessica Huntley and Joanne Cunningham, Co-Chairs

Purpose: To assist staff in acquiring knowledge and competencies in patient and family-centeredprinciples, skills and attitudes.

The diversity of the committee was broadened by hospital staff including nurses, physicians andsupport staff who represent Spiritual Care, Emergency Department, Marketing, NursingAdministration, Education and Ambulatory Care Clinics.

A Family Faculty speaker training was created and presented by former chair Renee Dominguez andcommittee member Sheila McClain. Family Faculty members Dana Hutson and Renee Dominguez

are presenting the principles ofPatient and Family CenteredCare at Le Bonheur NewAssociate Orientation.

Also, the committee recordeda Family Partner presentationthat can be used as a learningtool for Associates. The videois available on the hospital’sintranet.

Family Faculty memberspresented the principles ofpatient- and family-centeredcare and how the principlescan be incorporated into daily

practice to staff in department meetings. Departments visited included Environmental Services,Plant Operations, Security, Orthopedics/Hematology and Respiratory. Family Faculty also presentedat Resident Bioethics Training and Surgery Grand Rounds. Family Faculty who presented includedRenee Dominguez, Sheila McClain, Jessica Huntley, Joanne Cunningham, Dana Hutson andMichelle Bargainer (and her daughter Ginny).

Family Partners Council members have been included on the interview panel for leadership and staffpositions to ensure that Le Bonheur is hiring people who are in alignment with our family- andpatient-centered care principles. These efforts were spearheaded by Staff Liaisons Karen Faughtand Sharon Harris.

The committee created a monthly tip sheet incorporating practical examples of the principles ofpatient and family-centered care. It was developed from family’s suggestions, and Le Bonheurleaders can incorporate the examples into their monthly newsletters and staff communications.

Grand Opening ParadeJune 15, 2010

www.lebonheur.org