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Member Spotlight-June 2017
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Anne Marie Richards


Family Centered Care Program Coordinator
Children’s Hospital of Philadelphia
Philadelphia, Pennsylvania

In her role, Anne Marie manages, on-boards and maintains the hospital wide Family Partners Program which serves as a way of assuring that the family voice is at the center of all that they work they do at Children’s Hospital of Philadelphia. She is also the coordinator as well as a contributing member of CHOP’s Family Advisory Council. Anne Marie works collaboratively and strategically with their Family Consultants and Interdisciplinary Leaders and Staff to coordinate and advance Family Centered Care initiatives and programming across the enterprise in order to improve the overall patient and family experience. What she loves most about her role is making sure their families feel heard and cared about! .

WHAT IS YOUR MOST SIGNIFICANT ACCOMPLISHMENT IN YOUR ROLE?

I am most proud of our Family Partners Program and how it has grown over the last 3.5 years. We originally had 7 Family Partners, and we currently have 80. CHOP's Family Partners Program is the central part of the Family Centered Care Program. The Family Partners are parents or caregivers of a child who is or has been cared for at CHOP. The program has expanded to include many different ways for family partners to participate such as sharing their stories with staff, participating in our hospital wide Family Advisory Council or serving as document/policy reviewers. This gives clinicians and staff the opportunity to hear the family voice in real time. Families are recruited, trained, and mentored on an ongoing basis by the Family Centered Care team. Each aspect of the Family Partners Program plays an important role in helping to support and advance Family Centered Care at CHOP.

WHAT IS THE BIGGEST CHALLENGE YOU ARE CURRENTLY FACING?

In such a large organization I find it challenging at times to keep things consistent and to always make sure that everyone is informed of changes and new polices, etc. With that being said, I work with so many people who are well intentioned and truly care about the work they do. While there may be challenges, we are all in it together.

WHAT ARE YOUR VIEWS ON THE FUTURE OF PATIENT EXPERIENCE?

Continue to expand opportunities for the family voice to be heard through real time feedback, technology and enhanced telemedicine. I envision more self-service options in the future as a way of making things more immediate, efficient and personalized to each individual patient and family.

WHAT DO YOU DO FOR FUN WHEN NOT WORKING?

I love to travel whenever possible....the beach is my favorite place to be! I enjoy music (especially live music). Most of all, I enjoy being a mom to my daughter.

WHY DID YOU JOIN THE BERYL INSTITUTE?

I am a member of the Beryl Institute because of the resources at our fingertips, the opportunities to learn from other health care institutions, and the collaboration on best practices as well as ways to improve. The members of the Beryl community are very supportive and are all passionate about this journey that we’re on…we are on this ride together!

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