Overview. Accreditation Canada. Qmentum Standards. Qmentum Standards. in Qmentum. Accreditation Canada Program

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1 Overview Client- and Family-Centred through the Accreditation Canada Program October 5, 2014 Wendy Nicklin President and Chief Executive Officer Accreditation Canada Qmentum Accreditation Program Client- and Family-Centred in Qmentum Strengthening Client- and Family-Centred Content / Requirements Next Steps: Accreditation Canada Processes Accredited by Agréé par 2 Accreditation Canada Qmentum Standards Not for profit, incorporated in 1958 Accredit public and private organizations Over 1200 clients and 6,000 sites A range of surveys per year System/organization vs. program accreditation Accredited by ISQua Feb 2014 Standards of excellence, national in scope Enable an organization/team to stretch to improve care; raise the bar Developed with guidance of experts in the field Updated on a regular basis; ensure relevance and value Accreditation Program Advisory Committee 3 4 Qmentum Standards STANDARDS AREAS GOVERNANCE LEADERSHIP INFECTION PREVENTION AND CONTROL MEDICATION MANAGEMENT SERVICE EXCELLENCE Customized as required for specific sectors, services, and markets POPULATIONS (used by regions) Population Health and Wellness SECTORS and SERVICES Acquired Brain Injury Medical Imaging Centres Ambulatory Medicine Ambulatory Systemic Cancer Therapy Mental Health Assisted Reproductive Technology Obstetrics Biomedical Laboratory Organ and Tissue Donation and Transplant Cancer and Oncology Perioperative and Invasive Procedures Case Management Point-of- Testing Child Welfare Primary Community Health Public Health Community-based Mental Health Rehabilitation Critical Remote/Isolated Health Developmental Disabilities Reprocessing and Sterilization Diagnostic Imaging Residential Homes for Seniors Emergency Department Spinal Cord Injury Emergency Medical Services Staffing Agencies Home and Home Support Substance Abuse and Problem Gambling Hospice Palliative and End of Life Telehealth Independent Medical Surgical/Facilities Transfusion Long-Term Client- and Family-Centred (CFCC) in Qmentum Integral part of Qmentum program: Quality Framework Standards content On-site survey process Instruments Leading practices requirements CUSTOM MARKETS Aboriginal Health Services Corrections Canada Provincial Corrections 5 6 1

2 Qmentum Standards CFCC content in Governance, Leadership & Service Excellence Standards Developing transparent relationships with patients/ families Developing and implementing policies that protect patient rights 7 8 Survey Process Instruments & Leading Practices The on-site survey utilizes a tracer methodology Surveyors follow care processes and transitions, as experienced by the client Surveyors talk with clients and families throughout the survey visit Instruments - Client Experience Tool Surveys client perspectives, information sharing practices, and the coordination of services Leading practices Database containing innovative and creative strategies To be recognized as a Leading Practice, the practice must be client/family-centered 9 10 Our journey Enhancing Client- and Family-Centred Requirements in Qmentum Enhancing Client- and Family Centred- Requirements Our Journey CFCC priority Fostering Meaningful Partnerships Doing for Doing to Doing with

3 Safety Client-Centred Services Keep me safe Partner with me and my family in our care Our Advisory Committee Worklife Efficiency Appropriateness Accessibility Population Focus Take care of those who take care of me Make the best use of resources Do the right thing to achieve the best results Give me timely and equitable services Work with my community to anticipate and meet our needs Equal representation: patient advisors service providers Driving standards developmentrequirements Continuity Coordinate my care across the continuum Our Advisory Committee - Geography Enhancing Client- and Family-Centred Patient Advisors Service Providers Vancouver Edmonton Saskatoon Thunder Bay Toronto Markham Peterborough Kingston Ottawa Montreal Halifax St. John s Our objective Support organizations to adopt principles and implement practices that exemplify a client- and family-centered approach to service delivery Foster culture change at all levels fundamental to success Definition: Client- and Family-Centred What does this change look like? An approach to care that guides all aspects of planning, delivering and evaluating services, with the foundation being mutually-beneficial partnerships between patients, families and service providers. (Adapted from Institute for Patient- and Family-Centred 2008 Saskatchewan Ministry of Health 2011)

4 Principles Guiding the Work Dignity and Respect Information Sharing Partnership and Participation Collaboration Governance and Leadership Standards Enhancements Client-centered care as a guiding principal Creating organizational structure and culture to support implementation, spread and success of a client-centered care model Client and family representatives on advisory and planning groups Meaningful partnership with clients and families Commitment to co-designing services Service Excellence (Clinical) Standards- Enhancements Engaging client and families in planning and service design Partnering with clients and families throughout their care Working with clients for collaborative goal setting and creating care plans based on shared decisionmaking Respecting client choice to be as involved in care as desired Supporting health literacy Our Journey: Further Considerations A Patient Advisor s Perspective: Keith Taylor On-site survey Client or family advisors on survey team Structured discussions with patient and family advisors Surveyor training Educational tools co-designed with or vetted by client and family advisors Standards Development & Program Advisory Further strengthen patient involvement in standards development and Advisory Committees Just the fact that the committee exists tells us that this is not a healthcare fad and instead a viable sustainable model of care. I think the committee is so diverse with just the proper number of representatives that we will end up with a well thought out set of standards. I like how Accreditation Canada has acted more like a facilitator for our committee and allowed all of us to run our ideas through the process

5 A Surveyor and Service Provider s Perspective: Eileen Goudy Leveraging Accreditation The value of being part of Accreditation Canada s working group cannot be overstated as we work to better understand the patient experience. Listening to how others have approached this important work has helped me and my organization think about what will work for us. Being part of the group that will influence the standards is an incredible opportunity. We are helping to shape the future of our organizations and ensure that we truly will be patient and family centred. Accreditation has a role to play in advancing the client- and family-centred care agenda Accreditation is a valuable knowledge translation tool Enhanced client - and family-centred care requirements are woven throughout the Qmentum accreditation program, for release in January References Institute for Patient- and Family-Centered (2008). Partnering with Patients and Families to Design a Patient- and Family-Centered Health System: Recommendations and Promising Practices. Available online: Saskatchewan Ministry of Health (2011). Patient and Family in Saskatchewan: A Framework for Putting Patients and Families First. Available online: 27 Proud to be a Top 25 employer for five consecutive years Fier de faire partie des 25 meilleurs employeurs depuis 5 années consécutives Accredited by Agréé par 28 5

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