Designing

Designing the CCFAP includes development of an action plan, including both content issues (what the plan should include) and process issues (how to organize the team to achieve the plan). Relevant content is essential to ensure that the CCFAP helps you meet family satisfaction goals. But, good content without a strong decision-making and organizational process to support it will be short-lived. Steps for a successful program design are summarized below:

• Select a project coordinator.
• Organize and convene a core project team.
• Make an action plan that documents:
  • How the CCFAP supports the hospital's mission and vision and how it fits into the strategic plan.
  • CCFAP needs-assessment process.
  • CCFAP activities and resources.
  • CCFAP readiness assessment.
• Make a plan for ongoing communication.

The CCFAP program model is based on a hotel "concierge" service, where the information and family care needs are communicated to families by a project coordinator who staffs the ICU waiting room and/or unit. Five key areas are emphasized by the model and can be adapted to fit the unique needs of any hospital.

1. Hospitality (eg, financial assistance for food, lodging, and transportation).
2. Educational resources (eg, brochures, pamphlets, fact sheets, booklets).
3. Physical environment (eg, comfortable furniture, private conference areas, sleeping room, waiting area renovation, etc).
4. Support services (eg, support groups, massage therapy, music therapy, etc).
5. Technology (eg, cell phones, pagers, interactive computer information kiosk in family waiting room).

Included in the Replication Toolkit:

• Project Coordinator checklist and job descriptions.
• Step-by-step needs-assessment process and surveys to guide you through the design phase.
• A planning guide for selecting activities and resources to meet CCFAP goals and objectives, while supporting your hospital's strategic goals.
• A template for developing a plan for ongoing communication with the hospital ICU staff, general hospital staff, and ICU families.
• A CCFAP Readiness Survey to assist your team in the assessment of your readiness to begin the replication of the CCFAP.

"Ensure that the right team members represent every
profession and hospital department that will be involved
in planning and implementing the program."
                              —CCFAP Team Oklahoma City, OK