Family Centered Managed Care Through a ConsumerProvider Partnership

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Family Centered Managed Care Through a
Consumer/Provider Partnership
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How will family-centered, culturally competent
care be ensured as managed care becomes more
established?

• Organizations face cost containment
• Professionals work under time constraints
• Families lack knowledge of managed care
• Children lack state of the art care
• Professionals and families lack understanding of
  FCC.

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Hospital/Clinic based Family Resource Center

• Housed Parent Liaison in medical setting to
  provide
• Peer Counseling
• Matching Mentor Parents
• Information
• Translation of Medical Terminology
• Training opportunities to medical staff and
  families

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PHP Helps Parents to

• Understand and utilize service systems for their
  children.
• Participate as an equal partner on the health
  care team.
• Obtain information and peer counseling.

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Goal

• Ensure children with special health needs receive
  high quality care by helping to make
  Family-Centered Care a reality in their
  institutions.

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Objectives

• Create consumer/provider collaborative working
  partnerships.
• Replicate our original Kaiser model at a for
  profit managed care facility and a Medicaid
  Managed Care facility.
• Maintain operations at Kaiser facilities.
• Provide technical assistance to other interested
  parties.
• Produce a national conference.
• Provide computerized health information,
  resources and networking for families and
  professionals.

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PHP Partner Medical Locations

• Kaiser Santa Teresa Outpatient clinic
• Kaiser Santa Clara Tertiary care hospital and
  outpatient clinics
• Santa Clara Valley Medical Center Medicaid
  county hospital with tertiary care and outpatient
  clinics
• Good Samaritan Hospital for profit intermediate
  level hospital
• California Childrens Service State Title 5
  agency providing services to children with
  physical challenges

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Other Key Partners

• San Andreas Regional Center
• Public Health
• Lucille Packard Childrens Hospital
• Family Voices
• County Office of Education and local school
  districts

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Evaluation

• Statistics, Statistics, Statistics
• Parent Survey
• Professional Survey

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Valley Medical Center
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Valley Medical Center
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Good Samaritan Hospital
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Good Samaritan Hospital
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Parent Survey
 
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Parent Survey Results
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Parent Comments

• Son was born premature has now been main
  streamed. We appreciate help offered by PHP.
• Parents need to know as soon as diagnosis is made
  there are other parents resources available
• I'm so glad I called. Wonderful. Opened whole
  area of support and information
• When I had my son he was born with down syndrome.
  I don't know what we would have done without you!
  PHP helped us so much!
• Having PHP at the hospital allowed easy access to
  help! I wouldn't have been educated or familiar
  with my son's case if I didn't have their help
  and knowledge that I needed to advocate for my
  son.

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Professional Survey
 
 
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Professional Survey Results
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Professional Comments

• PHP is a valuable and important resource. We are
  blessed to have a rep on campus.
• Continue to provide an excellent service to
  families as parents need all the support they can
  get. I recommend to have Filipino staff to help
  Filipino families.
• I am a social worker who refers many families to
  your program. I am always impressed with the
  quality of services you offer. Families always
  report their appreciation for the help they
  receive.
• My patients are all pleased with the support and
  info. There's a big need for parent education on
  the topic of school related accommodations and
  laws.
• Think FRC provides much needed support. With 4200
  births each year, our families need this.

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Significant Lessons

• Inside champion ESSENTIAL
• Online computer access to data base.
• Hospital cultures vary
• Social workers intimidated
• Consistency of Parent Liaison
• Negotiating for

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Grant Products

• Brochures
• Enhancing Family Centered Care
• PHP Family Resource Center at Good Samaritan
  Hospital
• PHP Family Resource Center at Santa Clara Valley
  Medical Center
• PHP Family Resource Center at California
  Childrens Service, San Jose

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Grant Products, cont.

• Training packages
• Building Care Teams for Children 2 day
  symposium on how to replicate our program - soon
  to be available on CDROM and through PHP internet
  site plus auxiliary materials.
• The Heart of Family Centered Care 1 day
  seminar for nurses, social workers and other
  health care professionals on family centered
  care.
• Better Ways of Breaking Diagnostic News
  revised 1-2 hour training program for doctors.

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www.php.com