Professional Identity and Client-Centred Care

Question 1

Client-centred care

Answer 1

An approach in which clients are viewed as whole persons

- involves advocacy, empowerment and reporting the client’s autonomy, voice, self determinism and participation making

Question 2

Patient- and-family centred care

Answer 2

An approach that recognizes the importance of family in a patient’s life and the importance of active involvement in planning and making decisions on health care, services and treatment and health system reform

Question 3

Person-and family-centred care

Answer 3

A person-and family-centred approach to care demonstrates certain practices that put the person and their family members at the centre of health care and services; it respects and empowers individuals to be genuine partners with health-care providers for their health

Question 4

Eight Dimensions of Patient-centred Care

aka what matters most

Answer 4

1. Patient’s preferences
2. Emotional support
3. Physical comfort
4. Information and education
5. Continuity and transition
6. Coordination of care
7. Access to care
8. Family and friends

Question 5

Patient preferences pertain to..

Answer 5

Respect their values, preferences and expressed needs
Maintains dignity and demonstrates sensitivity to cultural values
Keeping them informed
Quality of life (different for everyone)

Question 6

Emotional support pertains to..

Answer 6

Alleviation of fear and anxiety (over clinical status, treatment, prognosis, impact of illness, financial impact)
Acknowledge anxiety and need for support
Presence
Offer resources where applicable

Question 7

Physical comfort pertain to..

Answer 7

Pain management
Assistance with ADLs
Surroundings and hospital environment (pictures, visiting hours)

Question 8

Information and education pertain to..

Answer 8

Complete information (and updates) about

• clinical status
• progress and prognosis
• processes of care

Question 9

Continuity and transition pertain to..

Answer 9

Information
- where to find help
Coordination and planning
- discharge, transitional, additional resources, support beyond hospital
Support

Question 10

Coordination of care pertains to..

Answer 10

Coordinating and integrating patient care and services to reduce feelings of fear and vulnerability

Question 11

Access to care pertain to..

Answer 11

Access to multiple health setting and services, specialists and treatments
Availability of transportation (or home visits)
Scheduling and availability of appointment

Question 12

Family and friends pertain to..

Answer 12

Accommodating support persons (visiting hours)
Supporting family members as caregivers
Involving family in decision making (family meetings)

Question 13

Challenges from patient’s perspective

Answer 13

a. competing needs among HCP
b. power imbalances
c. focus on physical aspect of patient care
d. lack of awareness of patient presence (talking over them)

Question 14

RNAO Recommendations on Assessment

Answer 14

• establish therapeutic relationship; genuine, trusting and respectful partnership
• empowering; promote person’s proactive and meaning engagement as active partner in care
• gain understanding; learn their preferences
• document information about meaning and experience using their own words

Question 15

RNAO Rec’s on Planning

Answer 15

• develop a plan of care in partnership; one that is meaningful to the person within the context of their life
• engage in participatory model of decision making; respecting their right to choose

Question 16

RNAO Rec’s on Implementation

Answer 16

• personalize the delivery of care

- tailor strategies for self-management of care; based on person’s characteristics and preferences for learning

Question 17

RNAO Rec’s on Evaluation

Answer 17

• obtain feedback from the person to determine satisfaction with care

Question 18

Organizational Recommendations

Answer 18

• create organizational culture that exemplifies commitment to client-centred care (flexibility)
• design an environment that improves person’s experience
• collect continuous feedback and utilize feedback to make improvements