Compassionate Care for the Family Caregiver - The Ken Hamilton Caregivers Center Jill Gottlieb, Replication Coordinator Marian Hamilton, Founder ...
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Compassionate Care
for the
Family Caregiver
The Ken Hamilton Caregivers Center
Jill Gottlieb, Replication Coordinator
Marian Hamilton, Founder
Jerri Rosenfeld, Director, LCSW
April, 2019
1
Key takeaways from today It is critical to recognize, support and involve family caregivers as part of the health care team across all types of health care facilities. The value of supporting family caregivers in various ways helps them, the patient, the professional staff and hospital administration. Support needs to continue at home when responsibilities and isolation increase. Volunteers can play a highly valuable role through careful recruitment, training and ongoing support.
When one person in the family becomes ill....
other family members are greatly impacted.
3
Caregivers are all around us… and the
statistics are grim
Sheer numbers and time spent on caregiving are staggering
Significant impact on one’s physical and mental health
Considerable impact on one’s financial health
4
EXHAUSTION
Fear Emotional Whirlwind
u il t
G
5
Marian Hamilton,
one such caregiver
6
Vision of Caregiver Support
A place to go…distinct from the floor lounge, a peaceful sanctuary to
take a break, gather one’s thoughts and to refuel and recharge
Access to someone who is non-judgmental and will listen and allow one
to share their feelings, offer support and be their advocate
Assistance with navigating the hospital or health care facility
7
8
Essence of a Caregivers Center
“Compassion is willingness to be close to suffering. To simply
listen to someone, to “be with” suffering, or bear witness to it,
is honestly the greatest gift we can give someone.”
9
Continuum of Care for the Caregiver
Support on Unit
The Physical Center Post Hospitalization
Coaches part of care team Phone Support
“An Oasis”
“We are still here for
Meet the Caregiver where you”
they are!
10Scope and Breadth of Services
For Family Caregivers:
• Non-judgmental emotional support
• Assistance with:
Navigating the health care system
Goals and Plan of care meetings
Understanding Discharge planning
Advance Directives
End of Life
Resource Referrals
Post discharge telephonic support
Monthly Caregivers Support Group
11Scope and Breadth of Services
For Professional Caregivers:
• Help with their personal caregiving needs
• Support and encouragement for their role as a
professional caregiver
• Act as liaison between family and professional
caregiver
• Provide debriefing post traumatic event
12“Stay in Touch”
Post Discharge – Caregiver Support Program
The connection continues….
13Benefits of Stay in Touch Program
• Maintains connection to caregiver post hospitalization
• Trusted source for emotional support, appropriate community resources
and stress reduction techniques
• Supports family when dealing with feelings of isolation and increased
responsibilities
• May contribute to minimizing hospital readmissions
14How do we do this?
The Heart and Soul of our Program
Our Volunteers – Our “Caregiver Coaches”Caregiver Coaches – Highly Trained and Highly Valued
Volunteers
Highly selective recruitment and onboarding process:
4- 6 months of supervised training and shadowing by Program Social
Worker
Active listening
Advanced training in HIPAA and Boundaries,
Resource Referrals
Hospital Protocols
Debriefing
End of life supportCaregiver Coaches – Highly Trained and Valued
Volunteers:
Ongoing Training:
Regular debriefing
Monthly meetings
Training videos
Annual Symposium
17Results of a Caregivers Support Program
• Family Caregivers are supported and feel cared for
• Family Caregivers are more knowledgeable and
comfortable navigating the hospital
• Concerns are identified earlier on and proactively
addressed
• Patient and family satisfaction is positively impacted
• Hospital staff saves time and can be freed up to
better attend to medical needs
• Professional Caregivers’ own needs can be addressed
18Additional Benefits of a Caregivers Center
• Greater visibility for hospital within the community
• Broader pool of donors
• Volunteers become ambassadors for the hospital
within the community
192009
2006 2007 2008 P/T Social
Support Center Expanded Worker/
program Opened Hospital Professional
piloted Wide Caregiver
Support
OUR 13 YEAR JOURNEY
2013 2014 2016
2009
Caregivers Caregiver Stay in
First
Centers Action Touch
Replicated
Consortium Network Program
Site
(7 centers) Award Launched
Over 75,000 Caregiver interactions in total
$3.0 million endowment
18 Replicated Sites
20Organizational Outcomes
Organizational Outcomes • Started with 3 volunteers in 2006 now up to 34 trained volunteers, some of whom are prior recipients of our service. • Program began with donations totaling $500K in 2005 and in 2018 the endowment has reached $3.0 MM. • Annual gifts on average total $100K - donor base has expanded from grateful caregivers, in memoriam donations, corporate donors and community members. • Sensitivity to issues facing family caregivers is part of multiple committee discussions throughout hospital. This involvement influences policies and protocols.
Organizational Outcomes –
Building a Caregivers Center Consortium
2006 2009 2010 2011
Northern Cancer Services of Montefiore Medical Overlook Hospital,
2006-2011 Westchester Midland Michigan, Center – Moses NJ
Hospital, NY MI Campus, NY White Plains
Hospital, NY
2012 2013 2014 2015
Hospital of the Shore Medical
Westchester Medical Danbury Hospital, Center, NJ
University of
2012-2015 Center, NY CT
Pennsylvania, PA, Montefiore - Weiler
Mercy Medical Hospital, NY
Center, IA
2017 2018
2019
Montefiore -Wakefield Northwell-North Stanford University
Hospital, NY
Shore University Medical Center, CA 2020 and
2017-2020 Burke Rehabilitation
Hospital, NY
beyond…
Hospital, NY Northwell - Phelps
Northwell - Peconic Bay
Hospital, NY ???
Hospital, NY Good Samaritan
Hospital, NY
Martha Jefferson
Hospital, VAAward Recognition through the Years
2018: “Stay in Touch” Program - Planetree’s Global Person Centered
Innovation 2016: L’Oreal’s Women of Worth – Marian Hamilton,
Founder
2016: Northwell Health Regional Award Winner for Customer Service –
Jerri Rosenfeld, Director of the Ken Hamilton Caregivers Center
2015: Planetree’s Spirit of Planetree Program Award for: Family, Friends
and Social Support- Caring for the Family Caregiver
2014: Caregiver Action Network: Top Caregiver Award - Founder,
Marian Hamilton for Excellence in Patient and Family Engagement
2014: “Quality of Life” award by the Volunteer Center of United Way –
Marian Hamilton, Founder
2009: Clayton Scanlan Byrne Planetree Award – Jerri Rosenfeld, Director
of the Ken Hamilton Caregivers Center“Grateful Caregivers have this to say….”
• “The people at the Caregivers Center provided my family and me
with love and support that we needed. They dedicate their time to
complete strangers, to give them what they need at a time when
they need it most.”
• “Our family was experiencing the unimaginable and the Center
was an unexpected resource that made our journey a bit more
manageable. The Center staff provided counseling for our family
and checked in regularly to see how they could be helpful.”
25“Clinical Team sums up our work…”
• The KHCC has brought tremendous value to patient care.
• The social worker and the volunteer coaches are indispensable
in providing support to our patients during one the most
difficult times in their lives; they are an important link
between patients, their caregivers and clinicians.
• I am always impressed with how much ease, grace and patience
they navigate the most difficult family dynamics. Above
everything they always know how to listen.
26For Family Caregivers
For Patients
For Professional Caregivers
For Volunteers
For Hospital Administrators
For Community Members
27Closing Thoughts
What is your organization doing to support family caregivers?
What, if anything, would you like to see change?
28The Ken Hamilton Caregivers Center
At Northern Westchester Hospital
Mount Kisco, NY
For more info on replication
Contact: Jill Gottlieb
jgottlieb2@northwell.edu
914-242-7920
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