Our patients have told us that they want three things from us, and in this order: Don’t hurt me, heal me and be nice to me. Every one of these is important, and in this podcast we are discussing the last of these: be nice to me.

Here at Nationwide Children’s, family-centered care is important. Every one of our staff members strives to include our patients and their families in the care plan as much as we can. This directly correlates to that what our patients have told us they want: be nice to me. We took this, made it part of our strategic plan, and now refer to this component as “Treat Me With Respect.”

The ultimate goal for our “Treat Me With Respect” attitude: when parents give us feedback, we listen. Then, we take that feedback, let it guide how we interact with families, and thus empower them. We want our patients and families to leave us with a sense of having been an active participant in their or their child’s care.

Listen in as Linda Stoverock, Chief Nursing Officer, and Kerry Rosen, Director of Outpatient Cardiology Services, talk more about why Treat Me With Respect is so important, and the measures that our entire staff take every day to ensure we are doing just this with all of our patients and families.

Watch this video to learn more about Family-Centered Rounds.



Transcript

[Music]

[Respect - Aretha Franklin]

Dr. Rick McLead: Welcome to Children's on Quality. That of course was the Queen of Soul herself, Aretha Franklin from a 1990 recording. R-E-S-P-E-C-T is the topic for this edition of Children's on Quality.

With me to discuss our Treat Me With Respect program are the two leaders of the initiative; Linda Stoverock Stoverock RN, Chief Nursing Officer at Nationwide Children's Hospital and Kerry Rosen MD, Director - Outpatient Cardiology Service.

Welcome to Children's on Quality.

0:00:55.3

Linda Stoverock: Thank you.

Dr. Rick McLead: Linda Stoverock, let me begin with you. Tell our listeners about the Treat Me With Respect program and what prompted its initiation.

Linda Stoverock: When we started our work with safety, we recognized the important role that the parents have in it too. And we say that there are three things that parents want, it's; to not hurt their child - so we call that Don't Hurt Me, Heal Me - which is to make their child better, and Be Nice To Me - our Treat Me With Respect. And they want them in that order from what the statistics and research out there say; all three are important, but that's the order they want them in.

And so we're really trying to amp up our service now with our Treat Me With Respect.

0:01:38.5

Dr. Rick McLead: What would you see as the ultimate outcome, the goal for this particular project?

Linda Stoverock: The ultimate goal is that when parents give us feedback or they're talking to other people - they always feel they leave this organization with their being participants in their child's health care.

Dr. Rick McLead: Dr. Kerry Rosen, I thought we are a pediatric institution. A big part of what I understand is Treat Me With Respect is this whole concept of family centered care. What's family centered care all about?

Dr. Kerry Rosen: That's a great question. Family centered care actually has four main principles and include:

Treating patients and families with respect and dignity.

Having the families be active participants in their care.

Seeking out two - way or by directional information sharing - meaning we're not just telling the families what we think, but we need their input to take the best care possible of their children.

And also, collaboration - collaboration at all levels of the patient's care. Where we want to collaborate with the family, not just provide medical care.

0:02:50.2

Dr.