An on-demand version of this webinar can be found at https://www.allceus.com/member/cart/index/product/id/826/c/

1. 15 Principles of Client
Centered Care
Dr. Dawn-Elise Snipes, PhD
Executive Director: AllCEUs.com
Podcast Host: Counselor Toolbox and Happiness Isn’t Brain Surgery
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2. Definition and Benefits
Client Centered Care empowers the client to actively
participate in his/her care and develop an understanding of
the interaction between his/her environment and self.
Improves treatment compliance
Leads to more rapid and enduring improvements
Starts with caring
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3. Characterize caring
Listening to and empathizing with clients’ points of views
Recognizing clients as unique individuals
Never allowing your values to interfere with clients’ right
to receive care
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4. Client Centered Care
An approach in which
Clients are viewed as whole persons
It is not merely about delivering services where the client is
located
It involves advocacy, empowerment, and respecting the
client’s autonomy, voice, self-determination, and participation
in decision-making.
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5. Empowerment
Empowerment is “the participation of individuals and
communities in a social action process that targets both
individual and community change outcomes.” A concept
that is crucial is that community workers and professionals
must “start where the people are”
Initial and ongoing assessment of clients’ values, feelings,
actions are integral to any community work.
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6. Humanistic Approach
Based on knowing the client and the client’s perspective
through continuous dialogue.
Views the client as a whole, and recognizes the
interconnectedness and interrelationship between the
client and the environment.
Focuses on restoring health, harmony and enhanced quality
of life.
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7. Participatory Management
Participatory Management is the extent to which managers
involve staff in decisions regarding their work and aspects
of the work environment,
Characterized by
the manager seeking staff input and feedback about the work
environment
involving staff in decision making about their own work
providing recognition and support and taking action on the
input
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8. Reflective Practice
An ongoing process that the counselor utilizes in order to
examine his/her own nursing practice, evaluate strengths,
and identify ways of continually improving practice to meet
client needs.
Questions useful in framing the reflective process include:
“What have I learned?”
“What has been most useful?”
“ What else do I need?”
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9. Respect
Respect clients’ wishes, concerns, values, priorities,
perspectives, and strengths.
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10. Clients Are Experts for Their Own Lives
Clients know themselves the best or they would not be in
this situation.
You should follow your client’s lead with respect to
information giving, decision making, care in general and
involvement of others.
Clients define the goals that coordinate the practices of
the health care team.
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11. Identifying Concerns/Needs
 Initiate discussion or strategies (i.e. Focus groups and
surveys) in order to understand the client’s perspective
regarding his/her health and quality of life.
 Seek to clarify the hopes, wishes, preferences, strengths,
needs, and concerns of the client, from his/her
perspective.
 Seek to build the client’s capacity (ability to reach
independence) based on the client’s goals.

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12. Represent the client’s/community’s perspective of health,
goals in life, as well as their concerns when making
recommendations to others
 Follow the client’s lead when providing information or
teaching what the client wants with respect to his/her
health/illness situation
 Document the client’s/community’s perspective with
regard to health and quality of life, goals, wishes, choices
regarding information, and concerns
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13. Making Decisions
 Identify priorities for change or action.
 Identify options from client’s/community’s perspective.
 Act as a resource for clients in deciding care strategies.
Clarify and provide information or teaching that clients
want and say they need, with respect to their
health/illness situation or possible health strategies.
 Act as advocate for the client’s/community’s values and
decisions
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14. Caring and Service
 Involve clients throughout the caring and service process.
 Respect and honour client choices and decisions though
they may not be related to the illness/ disease process or
health services and regardless of the counselor’s own
values.
 Use trust-building strategies to develop the counselor-
client relationship.

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15. Demonstrate respect and value for clients by listening with
openness.
 Use positive language to discuss clients. Use the client’s
own words to describe situations
 Involve family/significant others as per client wishes.
 Ensure that the client’s goals are central to the
coordination, continuity, and consistency of care
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16. Evaluating Outcomes
 Engage the client in evaluating care delivery and health
related outcomes.
 Support the client if or when goals cannot be met.
 Demonstrate an attitude of openness and a willingness to
change in order to improve the quality of care from the
client’s perspective.
 Change care plans and practice approaches in order to
improve quality from the client’s perspective
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17. Successful implementation of client
centered care requirements
Organizational and managerial support.
Organizational champions
Education and training for counselors and counselors
Care delivery that ensures continuity of care and continuity
of caregiver.
Organizational and unit policies congruent with client
centered care
Positive work-life environment
Outcomes evaluation
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18. Key elements of a client centered system
include all of the following
Do clients feel they are respected?
Do they feel caregivers value their personal expertise?
Do clients say they are listened to?
Is there evidence of the client’s/community’s view in the
plan of care/program plan?
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19. Humanizing the physical environment,
routines, and the language of care giving
Creating a more humane and home-like environment
with personal items and pictures demystifying routines
and language
Providing freedom to choose
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20. Values and Beliefs of Client Centered Care
Respect
Human dignity
Clients are experts for their own lives
Clients as leaders
Continuity and consistency of care and caregiver
Timeliness
Responsiveness and universal access
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21. Core Processes of Client Centered Care
 Identifying Concerns/Needs
 Allowing the client to Make Decisions
 Involve the client in caring and Service
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22. Decision coaching
 Monitoring decisional conflict (uncertainty about the
course of action and related modifiable deficits in
knowledge, values clarity and support);
 Tailoring decision support to needs (e.g. Facilitating
access to evidence-based information, verifying
understanding, clarifying values, building skills in
deliberation, communication, and accessing support;
and
 Monitoring progress in decision making and decision
quality. The goal is to help clients improve the decision
making process and decision quality
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23. Patient Decision Aids
Evidence-based tools designed to prepare clients to
participate in making specific and deliberative choices
among healthcare options in ways they prefer.
Provide evidence-based information about a health
condition, the options, associated benefits, harms,
probabilities, and scientific uncertainties;
 Help clients recognize the values-sensitive nature of the
decision and clarify the value they place on the benefits,
harms, and scientific uncertainties.
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24. Strategies include: describing the options in enough detail
that clients can imagine what it is like to experience the
physical, emotional, and social effects; and guiding clients
to consider which benefits and harms are most important
to them
 Provide structured guidance in the steps of decision
making and communication of their informed values with
others involved in the decision (e.g. Clinician, family,
friends).
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25. Summary: Key Concepts in Client Centered
Care
Identifying concerns and needs for individualized, culturally sensitive,
trauma informed care.
Seek to clarify the hopes, wishes, preferences, strengths, needs, and
concerns of the client, from his/her perspective.
Seek to build the client’s capacity to reach independence based on the
client’s goals
Clarify the client’s wishes and follow his/her lead in determining the
involvement of others in their health care.
Represent the client’s/community’s perspective of health, goals in life,
as well as their concerns when making recommendations to others
Follow the client’s lead when providing information or teaching that
the client wants with respect to his/her health/illness situation. Teach
the client in a way that is relevant to his/her personal reality
AllCEus Unlimited CEUs $59 | Addiction Counselor Certification Training $149 | Webinars $4 25

26. Summary: Key Concepts cont…
Document the client’s/community’s perspective with regard to health
and quality of life, goals, wishes, choices regarding information, and
concerns
Make the client the key decision-maker in planning care and services.
Identify priorities for change or action
Clarify and provide information or teaching that clients want and say
they need, with respect to their health/illness situation or possible
health strategies.
Acknowledge the client’s expertise and encourage clients/communities
to share their knowledge and skills.
Demonstrate respect and value for clients by listening with openness
Use strengths-based, positive language and the client's own words to
describe situations
AllCEus Unlimited CEUs $59 | Addiction Counselor Certification Training $149 | Webinars $4 26

27. Summary: Key Concepts cont…
Engage the client in evaluating care delivery and health
related outcomes by using specific processes/evaluations
that provide continuous feedback from the client’s
perspective about the quality of care
Demonstrate an attitude of openness and a willingness to
change in order to improve the quality of care from the
client’s perspective
AllCEus Unlimited CEUs $59 | Addiction Counselor Certification Training $149 | Webinars $4 27