ANB Readies for Its First Survey with PFCC Components

December 5, 2017

Accreditation Canada (AC) accreditation survey with components of Patient- and Family-Centred Care (PFCC) will take patient feedback one step further, allowing Ambulance New Brunswick (ANB) to get a first-hand account of the quality of its services.

ANB’s accreditation survey will take place in May 2018 and it is the first time the organization will be assessed against standards that include elements of PFCC.

ANB Readies for Its First Survey with PFCC Components

PFCC is an approach to the planning, delivery and evaluation of health care that is focused on mutually beneficial partnerships between patients, families and health care providers. This approach is also referred to as client- or resident-centred care, depending on the context.

Sharon Baxter, Coordinator, Projects and Programs at Medavie Health Services New Brunswick (MHSNB), which manages ANB, says the organization is looking forward to implementing processes that help it to obtain more feedback from patients. “We’re excited to be able to sit down and have a conversation with a person who has actually used the service,” Baxter says.

She adds that ANB already receives feedback from patients through standard surveys, but AC’s accreditation survey process will take the obtaining of that feedback one step further.

“I’ve never had to be on a stretcher, so I can’t really provide feedback on feeling or on anything related to that type of experience,” Baxter says. “I look forward to hearing the story of someone who has used our service and can tell us what we did right and where we can improve.”

In 2015, AC began to implement elements of Client- and Family-Centred Care (CFCC) into its standards. The change reflects and promotes the need for meaningful involvement by clients and families throughout the care process.

Baxter says ANB is currently looking for six to eight emergency services users to be an active part of its AC survey process.

“We’re looking for people around the province who have used our services in the last two years to provide relevant input,” she says, adding that ANB will send out a notice for applicants on its website and its social media networks.

ANB Readies for Its First Survey with PFCC Components

The coming spring accreditation survey follows on ANB’s Primer accreditation survey in 2015.

AC’s Accreditation Primer is a 12 to 18-month introductory accreditation program that helps organizations assess key areas of quality and safety that they must have in place before beginning AC’s more rigorous Qmentum Accreditation program.

Baxter notes that the Primer experience helped ANB learn about areas where they could improve, allowing it to better prepare for the Qmentum survey.

She says that Primer helped ANB learn more about PFCC and improve certain processes such as hand hygiene.

ANB Readies for Its First Survey with PFCC Components

“We worked hard on that one to get the information out with posters and people were doing live audits,” Baxter says. She adds that Primer drew the organization’s attention to several minor things that could be improved upon.

In terms of the value of accreditation in general, Baxter notes that the process demonstrates that ANB works to deliver the best possible care each day.

“[Accreditation] is proof that we work each day to provide the best possible care,” she says. “This puts down a stamp of approval showing that we are absolutely doing the best that we can.”

Baxter notes that ANB, which employs about 1,000 paramedics, medical transportation dispatchers and flight nurses in New Brunswick, chose AC for its accreditation process as it’s a Canadian institution.

“It wouldn’t make much sense to try to [meet] standards that are not set by one of Canada’s best accreditation bodies,” she says.

Baxter adds that for ANB, preparing for the Qmentum accreditation survey is an ongoing process. She is confident however that the organization’s efforts will be worth it in the end.

ANB Readies for Its First Survey with PFCC Components

She notes that it only benefits ANB to strive to meet the standards, which are now developed by AC’s affiliate Health Standards Organization (HSO).

“[The standards] are absolutely attainable and they certainly improve the processes for the jobs we do each day,” Baxter says. “We look forward to having a stamp [of approval] on our services.”

AC’s affiliate HSO is the developer of about 100 health and social services standards that are used in more than 7,000 sites across five continents.

In November, HSO announced that it was officially accredited by the Standards Council of Canada (SCC) to develop National Standards of Canada (NSCs). HSO is the only Standards Development Organization (SDO) in Canada solely dedicated to developing health and social service standards.

These best-in-class standards, which are developed with input from patients, families, policy makers and researchers, are the basis for AC’s accreditation program.

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