Patient and family-centred care is a key value at Holland Bloorview Kids Rehabilitation Hospital. At the core of this work is the family leadership program, which integrates the client/family voice from board committees to front-line working groups. By tying this work to the hospital’s Quality Improvement Plan, having family leaders embedded throughout the organization became the mechanism to ensure programs/services have a solid foundation of providing care that is guided by the experience of care. Holland Bloorview has over 80 active and engaged family leaders, who sit on over 40 committees, are faculty in teaching family-centred care and provide mentorship to other families in the hospital. The Family Advisory Committee advises senior management and has consulted to external bodies such as the ministry of child and youth services and other healthcare organizations. A team of client and family-centred care champions has also supported the integration of family-centred care best practices. Over 30 staff attended the training program at the Institute for Patient and Family-Centred Care. This has created a group who understands these principles and support meaningful changes to the care experience throughout the hospital. The result of this engagement has been multi-dimensional. Changes to front-line care, including the introduction of an ambulatory care electronic health record, changes to the inpatient admission process, and the roll-out of a new patient relations program have been informed, structured and guided with client and family participation. At Holland Bloorview client and family engagement is a fully-embedded cornerstone of quality improvement.

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