Communicating With the Care Providers

If we have a large family, who gets the information?

We usually recommend having one point person, who is responsible for communicating with the healthcare team.

• The point person is usually the Substitute Decision Maker (SDM) (LINK to the section on SDM) or a delegate of the SDM.
• The point person can relay information to the entire family.
• This approach helps to ensure the continuity of what every family member knows and minimizes confusion or misunderstandings.

When several family members want a detailed update directly from the team, the best approach is to arrange a family meeting (Link to the section on family meeting.) where everyone can be present.

Who can update me at the bedside?

There are nurses and physicians in the ICU, 24 hours a day, to talk to you.

• You can always approach any member of the team, and ask for more information.
• The bedside critical care nurse caring for your loved one is the primary person who can provide you with an update on your loved one’s care, and will help you reach out to the other members of the clinical team.
• Physicians will be at the bedside during the patient’s admission to the unit, daily assessments, daily patient rounds (link to daily patient rounds section), daily handovers, and in emergencies. These times are opportunities for quick updates.
• For detailed discussions, it can be useful to schedule a meeting (LINK to family meeting.), when all members of the family can be present to discuss questions and decisions to be made with the physicians and staff involved in their care.

Chaplain

The role of the chaplain is to relate to patients, family, staff or other partners-in-care, as a whole person; focusing particularly on spiritual or religious needs. Feel free to ask the staff to page the chaplain if needed. Sunnybrook’s on-call chaplains are also available 24/7. For more information, please visit Spiritual & Religious Care - Sunnybrook Hospital

Can I get some private time with the team?

You can schedule a private family meeting with the team whenever it is hard to understand what is going on, if you are having difficulties making decisions, or if you feel you can’t cope. You will meet with the doctors and nurses taking care of your loved one, and other members of the team if needed.

Family meetings usually take place in a private room and are scheduled for a time when all participants can be present. If you cannot be at the hospital in person, it is also possible to be updated with a phone call or virtual conference (e.g., with ZOOM).

You can ask any team member if you would like to arrange a meeting.

How do I prepare for a family meeting?

• Make sure the nurse has your correct telephone contact information.
• Obtain a pad of paper or electronic device so you keep a note of the names of team members, key information you are told, and any questions you might have.
• Don’t be afraid to ask questions – any question you need answered is a good question.
• If the patient is not alert, be sure to share his/her wishes regarding surgery, life-supporting treatments, and other interventions.
• It is good practice to learn more about your responsibilities in making decisions for your loved one.

Who can we talk to if we have a problem regarding care?

The Office of the Patient Experience assists families when they feel they are having difficulty connecting with the team or getting the required information. An advisor will sit with you, listen to your concerns and work with the team to help resolve these concerns. If you feel you would benefit from assistance, please feel free to contact the Office of the Patient Experience: 

• Location: C wing, 1^st floor, room 61 (C1 61)
• Email: patient.experience@sunnybrook.ca
  
• Tel: 416 480-4940