Dedicated Family Contact: Improving Communication and Support in Healthcare Settings
In healthcare settings, having a dedicated family contact can enhance communication, support, and accountability. This role involves establishing preferred communication approaches, providing information on incident management processes, and ensuring families receive necessary support. From immediate responses to post-review engagement, the dedicated family contact plays a crucial role in facilitating interactions between families and healthcare providers.
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Presentation Transcript
DEDICATED FAMILY CONTACT Immediacy, accountability, kindness <Recorded webinar with script>
When things go wrong Our guiding principles Accountability We are open when things go wrong. We review to learn. We make changes to improve. We share what we find and learn. Kindness We are caring. We are fair and just. We support all who are affected. Immediacy We act immediately when people are harmed or at risk of harm. Clinical Excellence Commission
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 3
The dedicated family contact in context Immediate response Serious adverse event review CE appoints PRA assessors Dedicated family contact assigned PRA RIB Part B submitted Family feedback Review process Incident notification RIB Part A completed 2-60 days and sometimes beyond 48-72 hours Clinical Excellence Commission 4
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 5
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 6
Relationship with open disclosure and review team The dedicated family contact: arranges meetings with the open disclosure and review teams as per the family s wishes. supports the family by raising questions or passing on information Clinical Excellence Commission 7
Length of contact Usually until feedback is provided on final report Sometimes continues beyond review in keeping with the family s wishes Clinical Excellence Commission 8
Serious Incident Investigation and Management Clinical Excellence Commission E CEC-SIIM@health.nsw.gov.au W cec.health.nsw.gov.au 1 Reserve Road St Leonards NSW 2065 Clinical Excellence Commission
