Dedicated Family Contact: Facilitating Communication and Support
Dedicated Family Contact plays a vital role in communication and support for families accessing health services. Assigned by the Chief Executive, this staff member ensures continuity from risk assessment to review completion, offering immediate assistance, accountability, and kindness. They establish preferred communication approaches, address concerns, engage additional resources, and guide families through incident management processes. Communication touchpoints include practical assistance, explaining processes, answering questions, and linking families with necessary teams. Upholding principles of immediacy, accountability, and kindness is central to their role. For more information, resources can be found on the Serious Incident Investigation and Management site.
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DEDICATEDFAMILY CONTACT Immediacy, accountability, kindness <Slides for inclusion in local training programs Suggested script in notes>
Dedicated family contact A staff member who is the primary point of contact for the family Assigned by the Chief Executive Facilitates a coordinated approach to communication with the health service Provides continuity from the time of the preliminary risk assessment (PRA) until the completion of the review (and sometimes beyond). Clinical Excellence Commission 2
Role of the dedicated family contact establish a preferred communication approach with the family raise any questions or concerns ensure the family receive the support they need by engaging other resources e.g. interpreters, social work, accommodation explain the incident management process - scope of the review - steps involved - timeframes - opportunities to communicate or engage arrange for the family to meet with the open disclosure and / or review team at defined time periods Clinical Excellence Commission 3
Dedicated family contact engagement with family Communication touchpoint Purpose / key tasks Introduce self and role Arrange any practical assistance Explain incident management process Answer questions Link family in with open disclosure team and /review teams as appropriate Pass on family queries or recollections to review team member Explain next steps Link family in with open disclosure and /review teams as appropriate After the preliminary risk assessment After completion of findings report Explain next steps Link family in with open disclosure team After completion of recommendations report Contact is made in keeping with families wishes Beyond review process Clinical Excellence Commission 4
Dedicated family contact: Supporting our principles of immediacy, accountability and kindness For more information refer to the Serious Incident Investigation and Management site https://www.cec.health.nsw.gov.au/review-incidents/upcoming-changes-to- incident-management Clinical Excellence Commission
