after visiting hours or accompany them for certain proce-
PFCC strives to make health care less confusing and
stressful and more personalized and positive for patients
“We focus on embracing the significant people in
a patient’s life as part of his or her care team because
we recognize that having that kind of support around
a patient is integral to their recovery,” says Joanne Ganton,
the manager of Patient & Family Centred Care.
PFCC continues even after a patient is discharged.
“We are determined to give patients and their primary
caregivers the resources, support and education they
need to be successful in the healing process at home,”
Whether you’re eight or 80, when you’re sick and in
the hospital, feelings of fear and uncertainty can arise.
In pediatric care, it is assumed that parents and loved ones
will be part of the entire care giving process.
This same principle is used in PFCC—family members
are encouraged to stay by a patient’s side during the
treatment and healing processes. This way, patients
and families become true partners in health care.
“When patients have more information, they can be
stronger advocates for themselves, voicing their concerns
and getting the health-care practices they need,” Ganton
says. “At the South Health Campus, the patient experience
is just as important as the technical, safe and high-quality
health care we provide.”
A new approach to health care
the South Health Campus, we
recognize that when it comes
to health care, friends, family
and loved ones play an equally
important role as physicians,
doctors, nurses and all the other
health professionals. We believe that the people
closest to a patient should be full partners in the support
and care of that patient.
With this in mind, we’re developing a new approach
to health care—patient and family centred care (PFCC)—
that involves all of these primary caregivers in the
health-care process every step of the way.
PFCC includes little things such as our NOD protocol.
NOD is short for
staff member, from housekeeper to surgeon, introduces
themselves, and shares their occupation and what
they are there to do when they enter a patient’s room. The
desires and preferences of patients are a top priority and
the PFCC model is used across the entire Campus. For
We are focused on reducing the fear, confusion, uncertainty and stress that
Our culture is
Patient and family centred care
less confusing and stressful and
Paul Stewart of the Rapid Access Unit
in this issue
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