Agenda

2. Agenda • A Family Story • Brief History • Evolving with Families • Methods and Family Involvement • Family Feedback • Outcomes • Lessons Learned

3. A Family Story

4. Mission Statement The Family Resource Center supports and educates families as they manage their child’s health and medical care. We recognize the central role of the family in the child’s life and we value respect, collaboration and informed decision making.

5. History of the Family Resource Center • 1985 Established • 2000 Expanded to include family support space • 2004 Renovation proposal approved and planning began • 2005 Pastoral Care and chapel relocated • 2006 Construction began • 2007 Grand reopening

6. Evolving with Families Family Library

7. Evolving with Families Family Seating Area

8. Evolving with Families Family Room

9. Evolving with Families Family Room

10. Evolving with Families Family Patio

11. Methods and Family Involvement • Multidisciplinary planning team • Benchmarking • Site visits • Literature review • Surveys

12. Family Feedback • Appreciate our broad scope of providing education and support • Value having information about their child’s medical condition readily available • Add additional computers • Provide equipment for creating patient web pages

13. Family Feedback • Dedicate space for family support groups, conferences and trainings • Expand hours of service to include evening and weekends • Preserve the comfortable, quiet space away from the bedside • Promote programs and services to staff and families

14. Outcomes – Health and Patient Education • Family library with improved visibility and access • Materials that meet the needs of diverse communities • Health Educators provide expert assistance to families

15. Outcomes – Health and Patient Education • Car seat education and hands on instruction • Developed new Children’s Safety Center • Designated space for patient and family education

16. Outcomes – Support Services • Enhanced massage program with LMP on staff • Space for support programs and semi-private seating areas and outdoor patios • Outreach to families on inpatient units through the Resource Cart • Bilingual, bicultural staff

17. Outcomes – Technology • Wireless Internet connection in FRC and inpatient units • Increased computers; 24 hours a day • Equipment loan • CaringBridge Patient Web pages • Family Internet Help Line

18. Outcomes – Marketing and Promotion • Developed FRC graphic standards and tag line • Marketing and promotion plan to increase awareness and utilization

19. Outcomes – Program Integration • Family Centered Care • Families as Consultants (feedback groups, presentations, peer support etc) • Family Advisory Council • Patient and Family Relations Program • Resolves complex complaints & grievances • Invites positive & constructive feedback from families • Patient and Family Education • Materials, tools and resources for bedside and group education • Training and technical assistance for staff

20. Lessons Learned • Administrative support and positioning in the hospital’s strategic plan are key. • Think value-added! • Build on momentum when partnering with the clinical teams and hospital-wide initiatives.

21. Lessons Learned • The earlier families are involved, the better the results. • Family involvement challenges our assumptions. • Provide an environment that reflects the families that we serve.

22. Lessons Learned • Facility renovation provides the opportunity to evaluate and enhance services – not just a face lift! • Budget constraints and delays provide new opportunities. • Marketing and promotion is a priority.

23. Moving Forward Where will the Family Resource Center be in 5 to 10 years?

24. Children’s Hospital & Regional Medical CenterFamily Resource Centerfrc@seattlechildrens.org206-987-2201Toni Ho- Family Support SpecialistKaren Kirwin- Health EducatorMichelle Miulli- Program CoordinatorMelissa Tumas- Health EducatorRenee Young- Parent