File No. ------- 16092 Item No. 4 ------- SUNSHINE ... · SUNSHINE ORDINANCE TASK FORCE DATE ISSUED...

File No. 16092 Item No. 4 ------- -------SUNSHINE ORDINANCE TASK FORCE

AGENDA PACKET CONTENTS LIST

=S-=O;....:.T-=-F_-_C=-o=m=p=la=in..:..:t:.....;:C::;..;:o:;.:.m:..:..:m:..:..:..:..:itt=e=e;__ _______ Date: May 30, 2017

~ CBI D [31 D [81 D D D D

OTHER

D D D D D D D D D D D

Petition/Complaint Memorandum - Deputy City Attorney Complainant's Supporting Documents Respondent's Response~ Correspondence Order of Determination Minutes Committee Recommendation/Referral Administrator's Report No Attachments

Page:.Li Page:..Lf. Page:_ Page:~ Page:_ Page:&

·Page:_ Page:_ Page:_

Completed by:_--=-V-=-. -=-Y=-ou=n...:..;;g.__ _____ Date 05/26/17

*An asterisked item represents the cover sheet to a document that exceeds 25 pages. The complete document is in the file.

P11

SUNSHINE ORDINANCE TASK FORCE

DATE ISSUED February 1, 2017

dtyHall 1 Dr Carlton B. Goodlett Place, Room 244

San Francisco, CA 94102-4689 Tel. No. (415) 554-7724 Fax No. (415) 554-7854 TTD/TTYNo. (415) 554-5227

ORDER OF DETERMINATION February 27, 2017

CASE TITLE -Anonymous v. Dr. Lydia Leung, Department of Public Health (File No. 16092)

FACTS OF THE CASE

On October 7, 2016, the following petition/complaint was filed with the Sunshine Ordinance Task Force (SOTF):

File No. 16092: Complaintfiled by Anonymous against Dr. Lydia Leung, Department of Public Health, for allegedly violating Administrative Code (Sunshine Ordinance), Section 67.25, by failing to respond to an Immediate Disclosure Request in a timely and/or complete manner.

HEARING ON THE COMPLAINT

On December 20, 2016, the Complaint Committee (Committee) acting in its capacity to hear petitions/complaints heard the matter and referred it to the Task Force. for hearing.

On February 1, 2017, the SOTF reviewed the recommendation from Committee and held a hearing to review the merits of the petition/complaint.

Anonymous (Petitioner/Complainant) provided an overview of the petition/complaint and requested that the Task Force find violations. Anonymous provided a summary of his previous experience as a member of the Family Health Center and stated that he did not receive the requested documents. There were no speakers in support of the Petitioner/Complainant. Lucia Angel, Department of Public Health (Respondent), provided a summary of the department's position and the documents provided to the Petitioner/Complainant. Ms. Angel stated that the Family Health Center only reports to the clinic staff and described the function/nature of the Family Health Center. There were no speakers in support of the Respondent. A question and answer period followed. The Respondent and Petitioner/Complainant were provided the opportunity for rebuttal.

P12

FINDINGS OF FACT AND CONCLUSION OF LAW

Based on the testimony and evidence presented, the SOTF found that a violation of Administrative Code (Sunshine Ordinance), Section 67.25(a) occurred.

ORDER OF DETERMINATION

Member Tesfai, seconded by Member Hinze moved to find that Dr. Lydia Leung, Department of Public Health, did not violate Sunshine Ordinance, Section 67.21 and 67.25(a).

Chair B. Wolfe, seconded by Member Hinze,, moved to amend the motion to find that Dr. Lydia Leung, Department of Public Health, violated Administrative Code (Sunshine Ordinance), Section 67.25(a) by failing to respond to an immediate disclosure request in a timely manner.

The motion PASSED by the following vote:

Ayes: 7 - Baranetsky, Tesfai, Cannata, Fischer, Hinze, Hyland, B. Wolfe Noes: 0 - None Absent: 1 - Chopra Excused: 3 - Eldon, J. Wolf, Maass

The Task Force referred the matter to the Compliance and Amendments Committee and requested that Dr. Lydia Leung provide all communications and documents related to the Family Health Center Patient Advisory Committee for the period of January 1, 2014, to September 18, 2016, as requested by the Petitioner. If required, provide justifications for any redactions or withholdings. In addition, it is requested that the Respondent perform a search for agendas, minutes and any other information related to meetings of the body and provide a summary of the search (i.e. state if no such records are found).

' ~! "

BruceWV~ t · · Sunshine\mi. ~ce Task Force

\ c. Anoh¥mous (Petitioner/Complainant)

Lucia Angel, Department of Public Health (Respondent) Dr. Lydia Leung, Department of Public Health (Respondent)

P13

t-From: i To: SOTF Mr. Victor Young

;:ACSIMILE COVER PAGE

~o: ';ent:

SOTF Mr. Victor Young

10/7/2016 at 1 :05:50 PM

Date: 1017/2016 Time: 1 :05:54 PM

From:

Pages: 2 (including Cover)

Subject : Complaint against Lydia Leung, M.D. - Director, SFGH Family Health Center

Page 1 of2

Attached please find a copy of an Immediate Disclosure Request (IDR) I FAXED to Lydia Leung, M.D., Director of the Family Health Center, San Francisco General Hospital on September 18, 2016.

I wish to file a complaint against Dr. Leung for failure to respond to my September 18th IDR, such complaint to be heard before the Complaint Committee of the SOTF at their earliest convenience.

I appreciate your help.

Please send me in the USPS with sufficient notice announcement of this complaint hearing.

Nick Pasquariello

Post Office Box 422791

San Francisco, CA 94142

Received Time Oct. 7. 2016 12:50PM No. 3846

P14

From: i To: SOTF Mr. Victor Young Date: 1017/2016 Time: 1:05:54 PM Page 2 of2

IMMEDIATE DISCLOSURE REQUEST Post Office Box 422791

San Francisco, California 94142

September 18, 2016

Lydia Leung, MD, Director, Family Health Center 995 Potrero Avenue, Building 80, lst floor, San Francisco, CA ( 415) 206-8984 (415) 206-4493 FAX

Dear Doctor Leung, Re: Farnly Health Center Patient Advisory Committee

In accordance with the San Francisco Sunshine Ordinance and the California Public Records Act please mail to me at the above address all communications and documents relating to the Family Health Center Patient Advisory Committee for the period January 1, 2014 up to and including Septembe1· 18, 2016.

Please indicate if there are any costs associated with this public records request.

Yours truly,

Nick Pasquariello

Sent via FAX

P15

CITY AND COUNTY OF SAN FRANCISCO

DENNIS J. HERRERA

City Attorney

MEMORANDUM

TO: Sunshine Ordinance Task Force

FROM: Nicholas Colla Deputy City Attorney

DATE: December 15, 2016

OFFICE OF THE CITY ATTORNEY

NICHOLAS COLLA

Deputy City Attorney

Direct Dial: Email:

(415) 554-3819 [email protected]

RE: Complaint No. 16092 - Anonymous v. Lydia Leung, M.D. of the San Francisco Department of Public Health

COMPLAINT

Complainant Anonymous ("Complainant") alleges that Lydia Leung, M.D. ("Dr. Leung") of the San Francisco Department of Public Health ("DPH") violated public records laws by failing to adequately respond to his September 18, 2016 immediate disclosure request ("IDR").

COMPLAINANT FILES COMPLAINT

On October 7, 2016, Complainant filed this complaint with the Task Force alleging that DPH failed to timely respond to his IDR.

JURISDICTION

DPH is a City department subject to the provisions of the Sunshine Ordinance governing public records. DPH does not contest jurisdiction to hear this complaint.

APPLICABLE STATUTORY SECTION(S)

Section 67 of the San Francisco Administrative Code:

• Section 67.21 governs responses to a public records request.

• Section 67 .25 governs immediacy of response.

• Section 67 .26 governs withholding of records.

• Section 67 .27 governs written justification for withholding of records.

Section 6250 et seq. of the Cal. Gov't Code

• Section 6254 describes the types of documents not subject to public record request laws.

APPLICABLE CASE LAW

• none

BACKGROUND

On September 18, 2016, Complainant allegedly sent fax addressed to Dr. Leung in which he made an IDR requesting the following:

Fox PLAZA • 1390 MARKET STREET, 6TH FLOOR • SAN FRANCISCO, CALIFORNIA 94102-5408 RECEPTION: (415) 554-3800 · FACSIMILE: (415) 437-4644

n:\codenf\as2014\960024 l \01157711.doc

P16


MEMORANDUM


TO: DATE: PAGE: RE:

Sunshine Ordinance Task Force December 15, 2016 2 Complaint No. 16092-Anonymous v. Lydia Leung, M.D. of the San Francisco Department of Public Health

As per the San Francisco Sunshine Ordinance and the California Public Records Act please mail to me at the above address all communications and documents relating to the Family Health Center Patient Advisory Committee for the period January 1, 2014 up to and including September 18, 2016.

On October 7, 2016, after allegedly never receiving a response to the IDR, Complainant filed this complaint with the Task Force.

On October 22, 2016, in response to the filing of this complaint, DPH employee Lucia Angel sent a letter to the Task Force which states in part as follows:

I wanted to reach out on behalf of Dr. Lydia Leung who received notice of the SOTF complaint. I'm the Patient Experience Lead for Primary Care and the patient advisory councils (PACs) are an initiative my team is coordinating at all our primary care clinics. Although these PAC mtgs are not open to the public , I did respond to the request and provided information regarding the purpose of the PAC' s, the handbook (attached) that describes our activities and even our PAC member recruitment material to explain the process for identifying volunteers that are selected to participate as advisors on the P ACs to the PO box that was provided. I also provided my contact information, as I would be better equipped to answer questions related to these groups and their activities. In regards to the questions below, here are the responses:

1. List all relevant records with descriptions that have been provided pursuant to the Complainant request.

PAC handbook (attached)

Print out of PowerPoint with PAC overview and activities PA Cs participate in (attached)

Response letter from FHC medical director (from previous request that was then dropped) - was again included in packet that was sent out (attached)

2. Date the relevant records were provided to the Complainant.

Documents were mailed from my office on Tuesday 9/27

3. Description of the method used, along with any relevant search terms used, to search for the relevant records.

NIA

4. Statement/declaration that all relevant documents have been provided, does not exist, or has been excluded.

In letter attached.

5. Copy of the original request for records (if applicable).

n:\codenf\as2014\9600241\0l 15771 l.doc P17


MEMORANDUM


TO: Sunshine Ordinance Task Force December 15, 2016 DATE:

PAGE: 3 RE: Complaint No. 16092-Anonymous v. Lydia Leung, M.D. of the San Francisco

Department of Public Health

Attached

QUESTIONS THAT MIGHT ASSIST IN DETERMINING FACTS

• Does Complainant acknowledge that he eventually received a response to his IDR from DPH?

• If so, is Complainant satisfied with the records that were provided?

LEGAL ISSUES/LEGAL DETERMINATIONS

• Did DPH violate Administrative Code Section 67.21(b) and/or 67.25(a) by failing to provide Complainant with records responsive to his IDR in a timely manner?

• Did DPH withhold any responsive records and, if so, did they follow the protocol for doing so under Adminstrative Code Sections 67.26 and 67.27?

n:\codenf\as2014\960024 l \01157711.doc

P18


MEMORANDUM

TO: DATE: PAGE:

Sunshine Ordinance Task Force December 15, 2016 4


RE: Complaint No. 16092 -Anonymous v. Lydia Leung, M.D. of the San Francisco Department of Public Health

CONCLUSION

THE TASK FORCE FINDS THE FOLLOWING FACTS TO BE TRUE:

THE TASK FORCE FINDS THE ALLEGED VIOLATIONS TO BE TRUE OR NOT TRUE.

* * *

n:\codenf\as2014\9600241\0l 157711.doc

P19


MEMORANDUM

TO: DATE: PAGE:



RE: Complaint No. 16092 -Anonymous v. Lydia Leung, M.D. of the San Francisco Department of Public Health

CHAPTER 67, SAN FRANCISCO ADMINISTRATIVE CODE (SUNSHINE ORDINANCE)

SEC. 67.21. PROCESS FOR GAINING ACCESS TO PUBLIC RECORDS; ADMINISTRATIVE APPEALS

(a) Every person having custody of any public record or public information, as defined herein, (hereinafter referred to as a custodian of a public record) shall, at normal times and during normal and reasonable hours of operation, without unreasonable delay, and without requiring an appointment, permit the public record, or any segregable portion of a record, to be inspected and examined by any person and shall furnish one copy thereof upon payment of a reasonable copying charge, not to exceed the lesser of the actual cost or ten cents per page.

(b) A custodian of a public record shall, as soon as possible and within ten days following receipt of a request for inspection or copy of a public record, comply with such request. Such request may be delivered to the office of the custodian by the requester orally or in writing by fax, postal delivery, or e-mail. If the custodian believes the record or information requested is not a public record or is exempt, the custodian shall justify withholding any record by demonstrating, in writing as soon as possible and within ten days following receipt of a request, that the record in question is exempt under express provisions of this ordinance.

( c) A custodian of a public record shall assist a requester in identifying the existence, form, and nature of any records or information maintained by, available to, or in the custody of the custodian, whether or not the contents of those records are exempt from disclosure and shall, when requested to do so, provide in writing within seven days following receipt of a request, a statement as to the existence, quantity, form and nature of records relating to a particular subject or questions with enough specificity to enable a requester to identify records in order to make a request under (b ). A custodian of any public record, when not in possession of the record requested, shall assist a requester in directing a request to the proper office or staff person.

SEC. 67.25. IMMEDIACY OF RESPONSE

(a) Notwithstanding the 10-day period for response to a request permitted in Government Code Section 6256 and in this Article, a written request for information described in any category of non-exempt public information shall be satisfied no later than the close of business on the day following the day of the request. This deadline shall apply only if the words "Immediate Disclosure Request" are placed across the top of the request and on the envelope, subject line, or cover sheet in which the request is transmitted. Maximum deadlines provided in this article are appropriate for more extensive or demanding requests, but shall not be used to delay fulfilling a simple, routine or otherwise readily answerable request.

(b) If the voluminous nature of the information requested, its location in a remote storage facility or the need to consult with another interested department warrants an extension of 10 days as provided in Government Code Section 6456.1, the requester shall be notified as required by the close of business on the business day following the request.

( c) The person seeking the information need not state his or her reason for making the request or the use to which the information will be put, and requesters shall not be routinely asked to make

n:\codenf\as2014\960024 l \01157711.doc P20


MEMORANDUM

TO: DATE: PAGE:



RE: Compl_aint No. 16092-Anonymous v. Lydia Leung, M.D. of the San Francisco Department of Public Health

such a disclosure. Where a record being requested contains information most of which is exempt from disclosure under the California Public Records Act and this article, however, the City Attorney or custodian of the record may inform the requester of the nature and extent of the nonexempt information and inquire as to the requester's purpose for seeking it, in order to suggest alternative sources for the information which may involve less redaction or to otherwise prepare a response to the request.

( d) Notwithstanding any provisions of California Law or this ordinance, in response to a request for information describing any category of non-exempt public information, when so requested, the City and County shall produce any and all responsive public records as soon as reasonably possible on an incremental or "rolling" basis such that responsive records are produced as soon as possible by the end of the same business day that they are reviewed and collected. This section is intended to prohibit the withholding of public records that are responsive to a records request until all potentially responsive documents have been reviewed and collected. Failure to comply with this provision is a violation of this Article.

SEC. 67.26. WITHHOLDING OF RECORDS

No record shall be withheld from disclosure in its entirety unless all information contained in it is exempt from disclosure under express provisions of the California Public Records Act or of some other statute. Information that is exempt from disclosure shall be masked, deleted or otherwise segregated in order that the nonexempt portion of a requested record may be released, and keyed by footnote or other clear reference to the appropriate justification for withholding required by Section 67.27 of this Article. This work shall be done personally by the attorney or other staff member conducting the exemption review. The work of responding to a publicrecords request and preparing documents for disclosure shall be considered part of the regular work duties of any City employee, and no fee shall be charged to the requester to cover the personnel costs of responding to a records request.

SEC. 67.27. JUSTIFICATION OF WITHHOLDING.

Any withholding of information shall be justified, in writing, as follows:

(a) A withholding under a specific permissive exemption in the California Public Records Act, or elsewhere, which permissive exemption is not forbidden to be asserted by this ordinance, shall cite that authority.

(b) A withholding on the basis that disclosure is prohibited by law shall cite the specific statutory authority in the Public Records Act or elsewhere.

( c) A withholding on the basis that disclosure would incur civil or criminal liability shall cite any specific statutory or case law, or any other public agency's litigation experience, supporting that position .

. ( d) When a record being requested contains information, most of which is exempt from disclosure under the California Public Records Act and this Article, the custodian shall inform the requester of the nature and extent of the nonexempt information and suggest alternative sources for the information requested, if available.

n:\codenf\as2014\960024 l \01157711.doc P21


MEMORANDUM


TO: DATE: PAGE: RE:

Sunshine Ordinance Task Force December 15, 2016 7 Complaint No. 16092-Anonymous v. Lydia Leung, M.D. of the San Francisco Department of Public Health

CAL. PUBLIC RECORDS ACT (GOVT. CODE §§ 6250, ET SEQ.)

SEC. 6254

Except as provided in Sections 6254.7 and 6254.13, nothing in this chapter shall be construed to require disclosure of records that are any of the following: .

( c) Personnel, medical, or similar files, the disclosure of which would constitute an unwarranted invasion of personal privacy.

n:\codenf\as2014\9600241\0115771 I.doc P22

Sunshine Ordinance Task Force Complaint Summary

File No. 16092

Anonymous V Lydia Leung, Department of Public Health

Date filed with SOTF: 10/07 /16

Contacts information: P.O. Box 422791, SF CA 94142 (Complainant) Lydia°Leung, MD; Barbara Garcia; Nancy Sarieh; Department of Public Health (Respondent)

File No. 16092: Complaint filed by Anonymous against Dr. Lydia Leung. Department of Public Health, for allegedly violating Administrative Code (Sunshine Ordinance), Section 67.25, by failing to respond to an Immediate Disclosur~ Request in a timely and/or complete manner.

Date public record was requested by Complainant: September 18, 2016 Or Date of alleged violation/incident:

Administrative Summary if applicable:

On September 18, 2016, the Complaints requests all communications and documents relating to the Family Health Center Patient Advisory Committee for the period of January 1, 2014 to September 18, 2016.

Complaint attached.

P23

Young, Victor

From: Sent: To: Cc: Subject:

Attachments:

Hi Victor,

Angel, Lucia (DPH) Thursday, May 18, 2017 3:47 PM Young, Victor Calvillo, Angela (BOS) . Re: SOTF - Request for Update - Complaint No. 16092 scheduled for hearing on May 30, 2017 SOTF documents-FHC PAC.pdf

Sorry for the delay in response. I was on vacation for a couple weeks and just got back to the office today. I'm sending you a copy of what i sent out a while back. The only change since the last mtg with the SOTF committee was the addition of the table of contents as the committee requested s.ince we were not able to find any additional documents along with the letter. I have not heard back after this was sent out, but we hope this is sufficient for the committee.

Please let me know if you have any questions or ifthere is anything else I can do to help close this case.

Thank you!

Lucia Angel MS-HCA Patient Experience Team Lead Primary Care Improvement Team San Francisco Health Network - Primary Care 415-581-2472 I [email protected] I 30 Van Ness Ave Ste 2300; SF, CA 94102

The SF Health Network is the city's only complete system of care. We strive to add value to patients, clients, staff and San Franciscans.

· PRIVACY NOTICE: This e-mail is intended for the recipient only. If you receive this e-mail in error, notify the sender and destroy the e-mail immediately. Disclosure of the PHI contained herein may subject the discloser to civil or criminal penalties under state and federal privacy .laws.

From: Young, Victor Sent: Tuesday, May 9, 2017 9:23:42 AM To: Angel, Lucia (DPH) Cc: Calvillo, Angela (BOS) Subject: SOTF - Request for Update - Complaint No. 16092 scheduled for hearing on May 30, 2017

Lucia:

I am writing to following up your pending response for Complaint No. 16092 tentatively scheduled for hearing before the Compliance and Amendments Committee on May 30, 2017, at 4:00 p.m. Official notice of hearing will be provided shortly.

Victor Young 415-554-7724 Administrator, Sunshine Ordinance Task Force

1 P24

From: Angel, Lucia (DPH) Sent: Friday, March 10, 2017 2:54 PM To: Young, Victor <[email protected]> Subject: Re: SOTF - Compliance and Amendments Committee agenda and packet for March 13, 2017 - online

Hi Victor, I'm sorry I haven't been able to get back to you sooner, I've been working with FHC staff to collect any information relevant to the dates asked in the request. I have attached what we have collected so far, but it's

been a longer process than expected to go through all our material, I haven't been able to go through the

material and redact any patient advisor names (not sure if it's completely necessary since they are volunteers, but i feel somewhat uncomfortable making that information completely public), which is why I had not this

sent it sooner. I realize you had requested this by 3/6 but that was not able to do that. Is it at all possible to

request an extension to finish collecting the missing forms or to submit after the Monday meeting? Not sure

how this process works. I appreciate any guidance.

Thank you!

Lucia Angel MS-HCA(c)

Patient Experience Team Lead

Primary Care Improvement Team

San Francisco Health Network - Primary Care 415,-581-2472 I [email protected] I 30 Van Ness Ave Ste 2300, SF, CA 94102

The SF Health Network is the city's only complete system of care. We strive to add value to patients, clients,

staff and San Franciscans.

PRIVACY NOTICE: This e-mail is intended for the recipient only. If you receive this e-mail in error, notify the sender and destroy the e-mail immediately. Disclosure of the PHI contained herein may subject the discloser

to civil or criminal penalties under state and federal privacy laws.

From: SOTF, (BOS) Sent: Friday, March 10, 2017 1:45:27 PM To: [email protected]; Leung, Lydia (UCSF); Angel, Lucia (DPH); Silva, Christine (CPC); Ion in, Jonas (CPC); James Russel; Ann Treboux; Norris, Jennifer (WAR); [email protected]; Christensen, Diana (ADM); [email protected] Cc: Calvillo, Angela (BOS) Subject: SOTF - Compliance and Amendments Committee agenda and packet for March 13, 2017 - online

Good Afternoon:

The agenda packet for the Compliance and Amendments Committee of the Sunshine Ordinance Task Force March 13, 2017, meeting is available online at the following link:

https://sfgov .org/sunshine/sites/default/files/cac031317 agenda.pdf

The packet material is linked each item listed on the agenda. Click anywhere on the title of the item to open· the link to the pdf of the packet material in question. Please note that the additional

2 P25

material may have been added to the file and is available as part of the packet at the above listed link.

Victor Young Administrator Sunshine Ordinance Task Force 1 Dr. Carlton B. Goodlett Place, City Hall., Room 244 San Francisco CA 94102 phone 415-554-7724 I fax 415-554-5163 [email protected] www.sfbos.org

• lll.b Click here to complete a Board of Supervisors Customer Service Satisfaction form.

The Legislative Research Center provides 24-hour access to Board of Supervisors legislation, and archived matters since August 1998.

Disclosures: Personal informotion that is provided in communications to the Board of Supervisors is subject to disclosure under the California Public Records Act and the San Francisco Sunshine Ordinance. Personal information provided wiff not be redacted. Members of the public are not required to provide personal identifying information when they communicate with the Board of Supervisors and its committees. Alf written or oral communications that members of the public submit to the Clerk's Office regarding pending legislation or hearings will be made available to all members of the public for inspection and copying. The Clerk's Office does not redact any information from these submissions. This means that personal information-including names, phone numbers, addresses and similar information that a member of tile public elects to submit to tile Board and its committees-may appear on the Board of Supervisors website or in other public documents that members of tile public may inspect or copy.

3 P26

_A.A SF HEALTH NETWORK SAN FRANCISCO DEPARTMENT OF PUBLIC HEAL TH

March 17, 2017

Dear Mr. Anonymous,

Please find the requested documents for the Patient Advisory Council (PAC) Meeting at the Family

Health Center. Over the last couple of years, due to staff transitions and our staff being unaware that

files should have been kept for these meetings, we unfortunately do not have records available for every

PAC meeting that occurred. Attached is the most complete records we have access to. We apologize for

the delay and any confusion around this matter as it was a new process for our clinic and staff. If you

have any questions, please do not hesitate to contact me by phone 415-581-2472, or by email

[email protected],

Thank you,

Lucia Angel MS-HCA .

Patient Experience Team Lead

Primary Care Improvement Team

San Francisco Health Network- Primary Care

415-581-2472 I [email protected] I 30 Van Ness Ave Ste 2300, sr, CA 94102

P27

PAC Meeting Material: Table of contents

Month-Vear Content Page number

Jan 2014 Family Health Center Annual Update Review 1-3

Feb-March 2014 N/A

April 2014 PAC Workshop- Power of Stories 4-6

May 2014 N/A Jun 2014 PAC Agenda 7-10

Jui-Aug 2014 Summer Recess

Sep- Oct 2014 N/A Nov 2014 PAC Agenda 11

Dec 2014 PAC End of Year Retreat 12-13

Jan 2015 PAC Agenda and Mtg Minutes 14-17

Feb 2015 PAC Agenda 18-19

Mar 2015 PAC Agenda 20

Apr2015 PAC Agenda 21

May 2015 PAC Agenda 22

Jun 2015 PAC Agenda and Mtg Minutes 23-24

Jul2015 PAC Mid-year retreat 25-31

Aug 2015 PAC Agenda and Mtg Minutes 32-33

Sep 2015 PAC Agenda and Mtg Minutes 34-35

Oct 2015 PAC Agenda and Mtg Minutes 36-38 Nov 2015 PAC Agenda and Mtg Minutes 39-41

Dec 2015 PAC Agenda and Mtg Minutes 42-43 Jan 2016 PAC Agenda and'Mtg Minutes 44-45 Feb 2016 PAC Agenda and Mtg Minutes 46-47 Mar 2016 PAC Agenda 48 Apr2016 PAC Agenda and Mtg Minutes 49-50 May 2016 PAC Agenda 51 Jun-Aug 2016 PAC staff maternity leave- no PAC mtgs

Sep 2016 PAC Agenda 52 Oct 2016 PAC Agenda and Mtg Minutes 53-55 Nov 2016 PAC Agenda and Mtg Minutes 56-58

P28

N

P30

-t

I

What's on the horizon ill'' 2014? organizational and leadership (:hanges

I '

-.1 Medi Cal expansion: more patients c0tr1i11g 111 for care 1

I

..i Evening amhveekend clinic expansion: open Blue Team

1 1

'

..i New irntiatives to improve access for cl~ildren, families .• pfcgnant women

...1 Standarchzation of staffing ratios across pnn1ary care

..i Retirements and departures: Jim, Annette, Carpie ..

- . . ! k I I i -l oS y..:•'1r:i t;1q 1119::itut1ona. ·n01.M edge and expencnce

san Francisco Department of Public Health Ambulatory Care: an Integrated Approach 1D Service Delivery and Operational Efficiency

3111:2017

3

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a..

Patient Advisory Board Meeting Notes

April 22, 2014

The Power of Stories: Tips for Patients and Families

One of the most important tools you have as a Patient Advisor is your experience and

ability to share your stories. Stories give a face to data and numbers that many times

drive quality improvement efforts. Your stories serve as powerful tools for bringing

about changes and improvements in the way care is provided in the clinic. The following

tips may help you share your story:

• Consider the following questions before agreeing to share your story:

• What am I willing to share?

• What do I feel is too private to share?

• What does my family not want me to talk about?

• What will my story teach those who are listening?

. • Have I had negative experiences that are still bothering me and will

be difficult to share in a way that will be helpful to others?

• Plan ahead for what you will share and how you will share it. Your story is

a precious resource, use is wisely.

• Find out about what is expected of you and what you can expect. Ask

some of the following questions to help you decide if you want to share

your story and to plan for the event:

• When do you want me to speak? What time? For how long?

• Where do you want me to speak?

• Who is the audience? How many people will be there?

• What is the theme or topic?

• What part of my story do you want to hear?

• Is there a message you want me to leave the audience with?

• Is there payment or reimbursements for transportation/ childcare

costs?

P32

·• After you accept an invitation to speak remember tq think carefully about the

message you want the audience to remember. Try to focus on two or three main

points and organize your thoughts. Speak from the heart-be real, respectful, and

constructive. Remember the following tips when you tell your story;

• Practice ahead of time

• Use only 2-3 main points in the story

• Use your own style

• Look at your audience

• Feel free to share pictures or your family

• If you don't know the answer to a question, say so.

• Be honest

111 When sharing about negative experiences, ..

• Try to avoid putting people on the defensive

• Remember that negative experiences can be turned into positive

learning experiences.

• Anger used ineffectively may not be the most powelful I use of your

story.

Speaking on Panels •. As a Patient Advisor you may at times be asked to speak on panels. You

may be asked to share part of your story in the following ways:

• Talking about a clinic experience that was helpful. This can mean that you and your family ...

• Were treated in a welcoming, supportive, and ' encouraging manner;

• Got the information you needed in ways that were understandable and useful;

• Were included in decision-making; • Were respected for your knowledge;

P33 5

• Felt that you were valued and that your goals, preferences, and priorities were incorporated into care planning.

~. Talking about a clinic experience that was not helpful or where things didn't work so well. This can include situations where you or your family:

• Did not feel respected • Were not included in discussions about your care,

concerns, and priorities • Were not valued for your input • Were not given time to demonstrate your knowledge or

ability ,. Were not included in decisions and the timelines or

schedules were staff centered, not patient- and family cantered.

!I! Sharing your experience serving as an advisor. What has been helpful to being effective in your roles and why this work is important to you? You might be asked to describe you experience ...

• Serving as a member of a performance improvement team or a committee to change clinic policies or practices

• Participating in planning for the building of a new clinic • Orienting new staff and clinicians who will be working at

the clinic • Teaching staff and doctors how to talk with patients and

families in a way that are helpful for managing chronic conditions

• Providing support to other patients living with diabetes or other chronic conditions

• Helping to improve the clinic's website so that it is more useful to patients and families

• Developing information and education materials for the patients and families

. Try to keep your stories about your experiences brief so that everyone on the panel has a chance to share.

04/22/2014

P34

Family Health Center Patient Advisory Board SFGH

June 24, 2014

Patient Advisory Board Agenda 2:30-4:00pm

Note taker: Timekeeper: ----------------

I. Roles/Announcements /Updates 2:30- 2:45pm

a. Introductions: Guest: Olivia Zieve, MSW student, P AB Study Coordinator b. eCW- went live Monday 6/23 c. Children's Health and Reading Fair- 8/9/14- need volunteers d. Other?

II. Webinar update

· Ill. Calendars/Newsletters

IV. Therapeutic Food Pantry

V. BigAims

a. Mammo: Drop in Fridays

b. LDL: labs in main hospital?

VI. Retreat; July 291h 12-Spm Fox Plaza 1390 Market St.11th Floor Room 1125

a. Dietary restrictions?

VII. Summary of Meeting and Planning next mtg (10 min)

a. What are the key points from today's meeting?

2:45-2:55pm

2:55-3:05pm

3:05- 3:20pm

3:20-3:40pm

3:4.0-3:50pm

3:50-4:00pm

b. What needs to happen between today's meeting and the next meeting? Who is

responsible for what?

c. Agenda items for next meeting

P35 1

""O w en

~

Patient Advisory Board Dateffime: Tuesday June 24th, 2:30-4:00 pm

Present: David McClure, Judith Burns; Les Kromer, Jane Redmon, Armando Martinez, Laura Pullen, Lucia Angel, Surayna Spicer Next Meeting: Tuesday, July 29th, 201412-Spm (PAB Retreat) 1390 Market St. Uth floor room 1125

TOPIC Discussion NEXT ACTIONS 1. • Introductions: Guest: Olivia ?';ieve, Msw· student, • Children's Health and Reading Fair- 8/9/14- need

P AB Study Coordinator volunteers- contact Lucia if interested Welcome/ Announcements • eCW- went live Monday 6/23 •

• Chil<lren's Health and Reading Fair- 8/9/14- need volunteers

2. • "How to be an effective Patient Advisor" - helpful webiniµ- • See attached webinar summary and copy of PowerPoint hosted by General Medicine Clinic

Webinar Update • Will try to host more in the future • Look into doing more collaborative events with other

• Was nice to see other clinic's advisory board members clinics and their patient advisers and hear about issues they are dealing with

3. • Newsletter: • Newsletter availc1.ble: call/email Lucia if you need to 0 800 issues have been ordered, were lost in transit pick up newsletters

Hearts Grants Projects (have been since found t) Updates

• Calendar • David to give update once order is finalized In process-of being ordered. Amount ordered will depend on total cost and our budget.

4. • Food Pantry at SFGH project continues to move forward • If interested in volunteering contact Rita Nguyen, N gu)'[email protected]

Therapeutic Food Pantry • Currently have three committees 0 Fundraising • See attached documents for more details 0 Research 0 Community Partnerships

• In need of more community and patient representation

9

""C 00 -.I

,_Q

TOPIC Discussion ·.

5. • Quality improvement priority for Clinic, City and State Big Aims: Mammo and LDL • Mammo screenings: Friday Drop-in's now available with

provider referral

• LDL: how do we encourage patient to use main phlebotomy lab in main hospital?

• Current issues: 0 Long wait times- hard if you are ,

fasting 0 Too many lines to wait in- possible to

make it more efficient? 0 Prioritize fasting labs? .-

• · Other ideas: ~

Get volunteer phlebotomy students 0

like at Silver A venue?

6. Retreat • July zgth 12-Spm Fox Plaza 13 90 Market St. 11 th Floor Room 1125

7. PAB support • Looking to develop a P AB staff position who's only role would be to work with and support the P AB efforts for the patient advisory boards in the clinic (English, Spanish and Teen)

• Candidate must be bilingual (Spanishf.English)

• P AB suggested getting patient input in selecting candidate

Parking lot items (for future discussion; not key to goal of this meeting)

NEXT ACTIONS

• Contact Lucia if interested in helping address some of these issues

• Lucia- Bring back feedback to Big Aims Committee

• Lucia to follow up on volunteer phlebotomy students idea

• Contact Laura or Lucia if you have ideas/ suggestions of topics to include for the retreat.

• Will provide updates in coming week_s/ months

-- --- ---1

q

Institute for Patient Family-Centered Care (IPFCC) Webinar

Mtg notes/highlights- How to be effective Patient Advisors

Core Concepts of Patient-and-Family-Centered Care:

.. Respect & Dignity

• Information Sharing

• Participation

• Collaboration

Steps to take as an Advisor:

• Define the problem

• Try to understand why something is done the way it is

• Come up with ideas & solutions that make the situation better

• Identify the best solution

General Guidelines:

• Be on time, responsible

·• Let everyone talk

• Share your experience & ideas beginning "I" statements since it does blame or accuse

• Be non-judgmental - help each other, network

• Enjoy the experience

• If you can't attend, notify the hospital liaison

Notes: Primary goal is the serve all patients

Pointers of how we should conduct ourselves:

• Be observant to what is going around us and observe how others are interacting

• Be emphatic to others

• Share & address some of the observations at meetings

• Do not pull rank since we are in collaboration with each other

• We should not complain about issues particularly personal

• Never share infonnation on the social networks i.e. Facebook, Twitter, Google &You Tube

• In telling of our stories, never use a staff or members names & remember that positive messages are encouraging to others

• You have two ears and one mouth- please· use them in that proportion at meetings

• Talk & discuss with primary liaison before going to administrators or managers

• Address concerns & be aware of the hospital liability issues

• If one does not understand something, ask the question

• Confidentiality is important to help create a safe environment

• Facilitators should intervene when talkers hog the show

• Should have a refresher course every two years

• Establish requirements such as attendance record per quarter, etc.

P38


November 25, 2014


Note taker: Timekeeper: I. Volunteer Sign-in/Gift Cards

II. Roles/ Announcements · 2:30- 2:40pm

III. FHC Calendar Distribution Update 2:40-2:55pm

IV. Patient Voice Newsletter update 2:55-3:05pm

a. Estimated publishing timeline

V. Lucia's Update from PCPCC Conference/PAB Best Practices 3:05-3:35pm

-QI model of improvement

-measuring sticcess

VI. PAB Expectations and Goals for the New Year 3:35-3_:50pm

a. Volunteer Status

b. Volunteer ID Badge

Parking Lot Item if there is spare time:

P39 \\

" ~ 0

_,

~

Family Health Center

PA.B Retreat 2014

,,,

08c~ni!l~r2014

FAMU .. Y HEALTH CENTER PATIENT ADVISORY BOARD "' ' '• ''"' ','•' ' ,,,, ' ,, ' ' c '"· ,, ' ·" <', " ' ,,,,,~-.--~---·

Goals Patients will be acllve participan1s in the decision making process both about their own health care and clinic operations

• The PABs will serve as an avenue for heanng what the patient needs are as well as allow for an exchange of Ideas and input on nBW and ongoing projects

The PABs Wiii promote partnerlngwrth patients and working as 1nterd1sc1plmary teams

The FHC wlfl engage patients in short and long term quality improvement 1nit1atJVeS in partnership with clinic faculzy, residents, and : staff: ,' . . . . . ' . '

fHC f~GTS 8NR f~GUR,E&

.< How many active patients do we have at FHC? " How many residents do we have at FHC? ,, On a typical day, how many patients Drop-in on average?_

How many total visits in one year? " What's the no-show rate? " What's the late patient policy? '' What is the ethnic breakdown of FHC pts? ,,.,,What's the language breakdown at FHC? YI What's the insurance break down at FHC7 .

. ·"' ,· What are the top two diagnoses of FHC pts? What Zip code has the highest number of visits? Wtiere ·,

o~,rpts coming from? · · ·

r~TH~~T_8QY\§J~lBY §Q8HR 2010: Patient Advisory Board (PAB) began with English speaking FHC patients

Patient Initiated Co-led by our Medical Social Worker, Nurse Manager, and Medical Director 2011: re-launch used lessons learned from Spanish PAB to create structure and ensure sustainabllity

~ 2010: Spanish PAB began Started as piirt ofTUFH (CHCF) Focused on Latino patients with Diabetes ,

Now includes wider representatl~n of ~tlnp pts.

"' 2014 (April): Teen and Young Adult PAB, , ,· ' Address needs specific to teens and YC1Unjfadu1ts:ht ,,

clinic, out primarily working to improve TeenClinlc} !'1':'! ; I " ~ - -- . . .:• ·! !1~ ;:: - --·- -, . -_ ' '.": !'!,I "1 I

1

"1J .i:::. ......

;::;;

P8RT~ER1Nq WITH P1:mi=:NT ~RYl~QR.S IN rv1~N!N~fl,Jl QI WQR.K

Patient advisors in interdisciplinary improvement teams

Healthy vending machines initiative

Provider voicemails

" Patient resources and handouts

13,µ1"-R!N~ ~N 80VISQRYJ~P8R.Q:TOQ~t<!T ' ' ., - I ' .,

ld1ma1'f neied fr.r Pauent . 1 J ~17Sowd

Roll out reun11tment plan ; ~ Onentritton co .... ,. to .... ,;,1 r:: Pro•1tier/Sl><IT l < ......

l.aadarship, atai'f and 1eierral'i i ... ~. rmtionsh1PSWnh ·

pravJtferblW'tn Du;rea!~~.:=al i nG1'111 patnnts· -

CilanfygaalaOfPAB o !JMll Graund 11118$ MallTUlm, • -

fdentd'.t btaff Pat11mI. •""""" i. Establtiih R•ladonehtp ==~=:~~ i "'"""' . Phane.::a\le '

wrthn~adYltOr.11

Creatll V1SKir1fmm11on . LllU.fllll ;· Spre•d th• word m chnlo , .. ;.,,,,,, I ', Mllb!man1. 0 ln"lmltt>nS;r:> ehot11.rolccf)71bent •'-~10f9:0J'PCl~"5.

Think abc1it loti:rtie1 of mron,120onal I adllt9ary bol!ifd and rta tofp:;lf"?n1n:hrps.nd

hirvm£ advlaory boerd ... essioru. I unponanr:e ' .......

m"" I j • · PrtMde tram1111!! "Ill •• Tr.1cl-.1rid sh.,.

e;;io't'long" • Spread i,hei word in c!Jni= i ~~=;.~~in":i':ofUI 'I· w~ .. ·L o HO"l"Clften~ l'Jbt:IUl role of paberrt &;i)!Qb challlt~ ,. ·i' oWh0"1 adVP>~Y bo:atd end l!s ·.j 1mpnivemen1.effo~ e H"Yr fT"lilllY peoph:!"? 1mpDt11U111a. i:onlinue t,c i~ j =~:,u11ng 1nC c Whotman:i~can staffbuy111t · •

VOIJJ1t01'11i117 , I .. ~ Sh••"':f•~tloo __ .7 o Q\1!dcare.ilf~red? : .... fitcil~lhl&Jll!'ilnl'

ii_ ·o_.0.11~11,sp~)~n •

'----

P8TlFNT RR!Vi::N IMPRQVt;Mi;NT PROJE~TS . ~ .. ,..- .... , c-~ ~ ,.-,

• Comment Boxes

Hearts Grants -· New clinic chairs

- Patient newsletter

Patient calendar and resource book

I 1:ri1·,c:-.,=--_ ii!~ , 1··'-=t1 - I ·~---·- ·= • r t ' '°';~;r --:.;:.=;"" M...,.,

I ~~ .. .-.i-~1-~(~47!

·I I~ :l:~~-i~~~~~~~~ ~ ~~ /. ~· ... I'' .1" l"r ./ ...,.; ..I~· ;,.~ i: -1: ./ .:-/ ./ -I'~ .;',. ~/· .r· .,.ii"

F!.ffll~E FQQ!.15 9F FHC llVIPROYEIVIENT f'BIO~ITIES

2

! Family Health Center Pati.ent Advisory Board I SFGH

* ~ nwrm m~• • FfR7 ~:J<.11.~lCJ:~~,.._.,.n;z i:inra :lLiL; .,...,.._;::xM it lPZFT • • ..,.,,.,,,...

January 27, 2015


Note taker: Timekeeper:· I. Volunteer Sign-in/Gift Cards/Announcements

II. Introductions- Anjana Sharma, MD

III. BP control intervention (Delphine Tuot, Kristen Bibbins-Domingo) 2:30- 2:45pm

IV. PAB Expectations and Goals for the New Year 2:45-3:00pm

a. Review of Patient Advisor Questionnaire- Next mtg

b. Personal New Year's Resolution

v~ Reviving FHC Comment Boxes 3:00-3:15pm

a. Mission Neighborhood Health Center Visit

b. Using QI tools and metrics to measure success of PAB

c. Schedule volunteers for waiting room

VI. FHC Drop-In Clinic 3:15-3:30pm

a. Process

b. Patient messaging

VIL PAB Logo 3:30-3:20pm a. Branding and recruiting - volunteers?/ contest?

VIII. Patient Voice Newsletter update 3:20-3:30pm

a. Estimated publishing timeline / Schedule outside meeting time if needed

IX. Center for Vulnerable Populations Presentation 3:30-3:55pm


• Bench for outside of clinic-Jane/Lucia

P42

'"C ..p. w

---v\

--·--- _ Family Health Center Patient Advisory Boa~d I SFGH _

Patient Advisory Board Minutes Goal of meeting: Core meeting to discuss projects

January 27,2015 2:30-4:00pm

Present: David McClure, Jane Redmond, Tomiko Morris, Kenneth Janes, Surayna Spicer (staff), Lucia Angel (staff), Anjana Sharma (M.D.J

Guest: Stephen Kiyoi (Library/ MySFHealth), Delphine Tout (M.D.-N ephrology), Lina Tieu (Center for Vulnerable Populations), Courtney Lyles (Center for Vulnerable Populations)

N ·b 2 5 TOPIC DECISIONS NEXT ACTIONS OWNER DUE

_, .- DATE 1. • Anjana Sharma, MD to join PAB Welcome/ Announcements N/A- - -

2. New QI project BP Control Intervention Updates on progress to be provided in - -

Presentation futuremtgs

""'C .,i::.. .,i::..

-6'"'

Family Health Center Patient Advisory Board ( SFGH

·TOPIC I .DECISIONS NEXT ACTIONS OWNER DUE DATE

3. • Lucia discussed Mission Neighborhoeq • Update FHC Comment forms to Staff Reviving FHC Comment Boxes Health Center Visit and their reflect recommendations.

comment/suggestion boxes • Follow-up on the possibility of

• Comment/Suggestions forms implementing comments/suggestion distributed to PAB for review forms at check-in. -Remove black box on the bottom of the • Registration staff and others to be form informed on how the form Works or -Update and include a section for have a short script patients who are interested in being a • PAB member to fill out their contact information.

• Include a portion on the forms that states the intention of the forms and that they will be reviewed

4. • PAB wants to attend All Team Meeting • David to create the power point Staff/David PAB Calendars and Provider meeting to discuss presentation

• David to make a power point • Request time to present at a FHC All presentation to explain how to use the Team Meeting calendars

5. • The functions of the patient portal • Suggestions to be e-mailed to Patient portal presentation was discussed. [email protected]

Parking lot items (for future discussion; not key to goal of this meetin~) FHC Drop-in process, hours, and changes. PAB Logo Patient Voice Newsletter: Conversation will be discussed via e-mail

Comments/Suggestions Comentarios y Sugerencias

~§~/li!~ G6pY

I am (circle one) a patient, a family member, or other ____ ~---'

Soy (por favor haga un drculo) un paciente, un miembro de familia, o otro ______ _

lX· ;tt,fr_g. ______ _

Toi la (khoanh tron) rn9t ~nh nhan, m9t than nhan, ho~c ai khac ________ _

What did you like most about your visit today? lQU~ le gusto mas hoy de SU visita?

f@}4'*fi~~a'9~1t~ ? Di€u gi lam b~ thich nhiBu nhfit horn nay?

What did you like least about your visit today? Que le gusto menos de su visita hoy?

f~4*ft~%~8'g~{t~? Di€u gi lam h?U thich it nh~t horn nay?

What would you like to improve or change with this clinic visit? Que quisiera mejorar o cambiar con su visita a la clfnica?

f@};ffi-~*~F5~1ffD)j~!fb&~~&~ ? Di€u gi ma b?U rnu6n duc;rc cai thi~n ho~ thay d:Ai v6i ldn kham nay?

THANK YOU! iGRACIASI :~~f ! Cam on !

P45

02/24/2015

Family Health Center Patient Advisory Board SFGH l~~~._,....., __ ,.._.,,_z~w-·-~

Patient Advisory Board Agenda

Note taker: I. Volunteer Sign-in/Gift Cards

II. Roles/ Announcements

III. RN/BP checkvisits-Samali Lubega, MD

IV. FHC Benches-Anile Anne Woods, Lead Gardener

· a. Benches outside of Building 80 & 90 b. National Nutrition Day- March 19th

V. FHC Drop in Clinic

a. Process b. Patient Messaging

VI. PAB Logo

a. Branding and Recruiting

VII. PAB Secret Shoppers

a. Process and assignments


P46

February 24, 2015

2:30-4:00pm

Timekeeper:

2:30pm- 2:40pm

2:40pm-3:00pm

3:00pm-3:30pm

3:30pm-3:40pm

3:40pm-3:50pm

3:50pm-4:00pm

Mystery Shopper Cali

FHC 415-206-5252

(Please have your Gold Card ready to provide medical record number)

Caller:. __________ Date:. _______ Day of Week ______ _

Time Call started: _____ _

1.) Reason for call:

0 Medication Refill

0 Need routine appointment with PCP

D Reschedule apt

D Lab results

D Urgent Appointment

D Nurse Advice Line

D Other:

2.) Was call picked up by a live person? DYES D NO ( if Yes -skip to #3)

a. If NO- Did you leave a message? DYES ONO

b. Was your message returned? DYES ONO

c. If YES- What time? _______ _

3.) How many rings before the phone is picked up? ________ _

4.) Did the person introduce themselves? DYES 0 NO

5.) Were you treated with courtesy and respect? D YES D NO

6.) Was the person helpful? DYES D NO

7.) Ware your questions answered? DYES D NO

8.) Did they ask if there was anything else they could help you with? O YES ONO

Time Call Ended: _______ _

02/26/2015

P47

Family Health Center Patient Advisory Board I SFGH ~~~JJ ,._..~ I ==v~n:a )..,._._., • ..,.._ - z::o=z

March 24, 2015

Patient Advisory Board Agenda 2:00-4:00pm.

Note taker: Timekeeper:

I. Volunteer Sign-in/Gift Cards

II. Roles/ Announcements/Introductions 2:00pm- 2:10pm

Ill. PAB Mystery Caller Updates 2:10pm-2:20pm

IV. Patient Voice Newsletter Update 2:20pm-2:40pm

V. Patient Portal: email address 2:40-3:20pm

a. Supporting efforts/patients information

b. Volunteers

VI. SFGH Foundation Heart Grants 3:20pm-3:30pm

VII. 33 Bus line to SFGH 3:30pm-3 :45pm

VIII. PAB next steps 3:45-4:00pm

a. FHC PAB

b. PAB SFHealth Network


P48

--..... -- Family Health Center Patient Advisory Board I SFGH --~----'l'rli'ffl'!l~-=-....,..~~__....,rrrro "'il'QSf"X;l'd" waam :n -amlotiO'llR' =- - .,,

April 28, 2015


Note taker: Timekeeper: I. Volunteer Sign-in/Gift Cards 2:00- 2:05pm

II. Roles/ Announcements 2:05- 2:15pm

III. Acupuncture Pilot w /Dr. Richard McKinney 2:15-2:45pm

IV. Patient Advisor Driven Projects 2:45-3:00

a: Hearts Grant Update

v. San Francisco. Health Network Updates w/ Dr. Hali Hammer 3:00-3:45pm

VI. Transitions and Expectations 3:45-4:00pm


P49

Family Health Center Patient Advisory Board I SFGH ~.1£!,l!---~~;i.r .... -.~ --====~•....a- ea- wrb ---r ~l'IK::i~.aamc-=w. r 't'C ., d

May26, 2oi.5

Patient Advisory Board.Agenda


I. Call to order 2:oopm

a. Sign-in

b. Gift card distribution

II. Roles and Announcements 2:00-2:10pm

III. Updates 2:10-2:2opm

a. SFGH Foundation Hearts Grant

b. Newsletter

c. Patient Calendars

N. Patient Advisory Board Retreat

a. Save the Date: July 28, 2015 from i:oo-4:oopm location to be determined.

v. Graduation Ceremony for David and Jane!!!

Parking Lot Items_:

P50

Family Health Center Patient Advisory Board SFGH Famfy H..ith &U111ont C... Crrier

-------~"" ,,..._..\~~~~~·---=-----~-------

2:00 - 2:05pni

2:05 - 2:15pm

2:15 - 2:45pm

2:45 - 3:00pm

FHC Patient Advisory Board Meeting Agenda

June. 23, 201S 2:00 - 4:00pm

Conference Room SOS

Welcome! • Help yourself to food

• Call to order

• Sign-in

Updates & Announcements • Gardener

• SFHN Patient Advisor.Seminar Series

• PAB Advisor to speak at All Team Meeting

• Meeting time & location

• Advisor Updates

Debrief from Graduation • What could we have done better?

• What would you like to see moving forward?

• Do you have any concerns or hesitations moving forward?

--· ·-·--.:....:: Topic for PAB Retreat

• Goals of the PAB

• How to achieve these goals

• Expectations of Patient Advisors & Patient Liaisons

• Communication & consistent feedback

Everyone!

Georgia Georgia & Anjana Surayna

Judith & Georgia Anjana & Surayna

Everyone!

Georgia

---------------------3:00-3:45pm Retreat Planning Everyone!

3:45 - 4:00pm Next Meeting Surayna • Patient Advisorv Board Retreat:

July 28, 2015 from l:00-4:00pm i First S San Francisco

L 1390 Market St, 11th Floor

San Francisco, CA 94102

-·----·····-··-----~-~-·---·

P51

PAB Meeting Minutes: June 23, 2015 Attendees: Jodi Hayes, Judith Burns, Kenneth Janes, Anjana Sharma, Georgia Sleeth, Surayna Spicer Guest: Larry Hernandez

A) Updates and Announcemehts 1. A tea tree bush was planted in honor of Stanley and Brenda. The gardener, Anne

Woods, will add a sign next to the tree indicating the tree is in their honor.

2. Lucia is leading a seminar series for patient liaisons and advisers on Thursday, July 16 from 8:15-4:30. This is the first of a 3-part seminar for PABs throughout the city.

D Georgia to contact Lucia about advisors attending for half-day

3. Surayna and Anjana to present at All-Team Meeting to recruit for the PAB.

4. Monthly meetings will now be from 1:30-3:00pm from here on out. The room location may change in the warmer months. Thank you, Judith, for bringing this up!

5. Due to increased traveling and outside obligations, Armando has resigned his position on the PAB. We will be sending him a card and graduation certificate· to thank him for his time, hard work, and dedication to the PAB over the years.

B) Debrief from Graduation 1. We wanted to give everyone the time and space to share their thoughts, feelings and/or

concerns about the graduation of Jane and David from the PAB last month. Some reactions:

I. It was too fast~ should have had more members on board before graduating two of the most experienced members

II. There should have been some warning to the advisors Ill. Concern about the workload moving forward (ie. newsletter)

2. Anjana, Georgia, and Surayna agreed that this wa~ a good approach to graduate PAB advisors and will be much more transparent about the process in the future.

3. Georgia explained that the reason for the graduation was that the San Francisco Health Network is implementing term limits to all of the PABs throughout the city and seeing as the FHC PAB is one of the oldest, we were one of the first to put this into effect. Some feedback on this to pass on to· the SFHN:

I. Have graduated PAB advisers be informed of focus groups & kept on as a consultant for future meetings upon request

II. Inform PAB advisers far in advance/when they come onboard of the term limit of their position

C) Plan for PAB Retreat 1. Georgia to lead discussion at the retreat about the goals and purpose of the PAB within

the new SFHN framework.

2. Brainstormed potential exercises, group activities, and exciting future PAB projects to discuss at the retreat

D Georgia to send out detailed Retreat Agenda for review

D) Next Meeting: PAB Retreat: July 28, 2015 from 1-4pm First 5 San Francisco 1390 Market St. 11rh Floor San Francisco, CA 94102

P52

'•

Goals for the Future Family Health Center Patient Advisory Councll

Retreat: July 28, 2015

PAC Goals

1) Lead patient-driven projects

2) Communicate with FHC patients and clinic management

3} Advise clinic management, providers, a'nd staff on

upcoming clinic initiatives

PAC Mission Statement

• Our mission is to advise the clinic management about how to make improvements at the Family Health Center to better serve all its patients.

2014 PAB Retreat

Lead patient-driven projects

• Develop clinic-improvement projects based on:

:: i .Patient Feedback

'' Management Team improvement efforts

;: -,,. Q

w ~ i r. lJ -=~

g< !~l'Rl!Slt: ~l£..,ll'E.M::1eR:;;:cu.11a~tlliG~~~:io.::2t!;.,.:,;,

,,.,r., i ..... MOTIVATION~«gf'OWER'~_.,.,., ·~ .. ,LEADERSHIP -- -·- ·· TEAM ,;,',';::.; •.

RESPOIJSIBILITYSU~CESS~l'.l MANAGER y;;'Qt', CO.AC>i!NG ~N.EEDS!;;:Z~~~~~t:~;:'!S:.~~

ii?@ ~. s ~:J ~: ~ z 0 - u

1

\l) (--!

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LO c..

/.,..--. . --..,.,, ! Thoughts? I I I ll Con1rnents? J

, Questions? ) .__, ~,..,..--~---~·~

,.,.~

1--- --...

Thoughts? 1j r 7 . 1.Jor11ments. j

\ Questions? . -~----... _.,.,

'-~

Comrnunicate with FHC patients

• Get feedback from FHC patients

Meet with patients

Collect and review surveys

1 Relay feedback at PAC monthly meetings

.l~~., . .£~i

Advise clinic management, providers, and staff ·~ Meet with FHC management, providers, and

staff at monthly PAC meetings to:

Express ideas, comments, and/or concerns a bout the clinic

Provide feedback on clinic-wide initiatives

·! Bralristorm new patient-driven clinic-improvement projects

2

~

-=::I" LO a..

-~--~-------.. ·-~

Thoughts? \ Co1nrn ents? Questions? I

\ /

---~~/

~··.,

~) ~·····~~···- ---- -I Thoughts? l Co1nments? l. Questi.ons? J ..,,"'"-~ ~-- • • _.J;I"

~-...,./"

PAC-Liaisons

• PAC Clinic Champions & Coordinators Aid in communication between PAC Advisers and clinic management

Help run monthly PAC meetings

Serve as advisor on patient-drive projects

• Time Commitment 4-6 hrs/week

PAC Advisors

·Purpose Improve patient care experience for All FHC patients

•Time Commitment 4 hrs/month?

Term limits: 3 years

• Opportunities fur graduated PAC Advisers?

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Recruit1nent

• Ways to recruit Provider suggestions

Advertise throughout the dinic

PAC Advisers actively recruit

• Recruitment process • Interview with PAC Champions/Coordinators

· Attend PAC Monthly Meeting and/or speak with PAC Advisor

· PAC Advisor input

Con1munication • Frequent Check-Ins

Monthly meetings

·Surveys Patient Liaisons: Monthly

• Patient Advisers: Quarterly

CONNffTIClN'~

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PAB Meeting Minutes: July 28, 2015 Attendees:.Jodi Hayes, Kenneth Janes, Anjana Sharma, Georgia Sleeth, Surayna Spicer, Norma Rodriguez, Lili Kroll

A) Patient Experience Icebreaker B) Discuss PAC Mission, Goals, & Roles (See attached powerpoint)

1. PAC Goals a. Lead patient-driven projects

i. Examples: 1) Waiting room improvement, 2) Registration Experience, and 3) Clinic Signage

b. Communicate with FHC patients and clinic management i. Examples: Distribute surveys to patients in waiting room, collect/review

surveys, and relay feedback at monthly meeting. Would volunteer time in clinic one extra time/month to do this.

c. Advise clinic management, providers, and staff on upcoming clinic initiatives i. Examples: Providers, staff, and management present at monthly

meetings. **Interested in hearing about substance abuse groups** 2. Role of PAC Liaisons

a. Communicate between PAC Advisors/management team, run meetings, aid with patient driven projects

b. **Phone calls are especially helpful-look to reissue phone tree among PAC advisers

3. Role of PAC Advisors a. Improve patient care for all patients b. Term Limits: 3 years -7 current PAC Advisers start 3 years now c. Discuss opportunities for graduated PAC Advisers at future meeting

4. Recruitment a. Starting recruitment process now: First interview with PAC liaisons, then with

PAC advisers. Attend PAC Monthly meeting if possible. b. Warning system for all advisers-if having trouble with a fellow advisor, bring it

up to PAC liaison to issue a warning. After 3 warnings and no change, PAC advisor asked to leave

5. Communication a. Hoping to improve communication/feedback about the PAC

i. Will have more frequent check-ins at monthly meetings ii. Will issue surveys on a more regular basis

C) Stretching Circle Break! D) Discuss Projects for Upcoming Vear

1. Newsletter Update: Will be distributing current newsletter at start of September. Can rethink the way we want to do the newsletter (both in format and in time of distribution)

2. Patient-driven Projects: a. Overall, people are especially in favor of working with management team to

help improve the waiting rooms b. **See table on next page for pro/con list c. Finalize decision & brainstorm logistics at next meeting

E) Next Meeting: August 25, 2015 from Z-3:30pm (SFGH, Building 80, 505 Conference room)

P58

PROS CONS WAITING ROOM IMPROVEMENT - Use team colors - Already have done similar

- Look at blue team for vibe projects - Logistically easier - Waiting room locations - Familiar may change - Impact on experience - Aligned with clinic management team

REGISTRATION EXPERIENCE -Advocacy - Have to work with staff · leadership

GblNI(:; SIGN,o.G!;; Ma•; ehaAge

P59

2:00 - 2:05pm

Family Health Center Patient Advisory Board( SFGH .. w - --=""•'•- .. - . .., __ j __ ,~ .......

FHC Patient Advisory Council

August 25, 2015 2:00 - 3:30pm

SFGH Building 80: 5th Floor, Room 505

Welcome & Updates I • Call to order & sign-in

• Introductions

• Hearts Grant Update

• Updates from Retreat

Georgia

-----------· ---~--.---·-------2:05 - 2:10pm

2:05 - 2:20pm

2:20 - 2:50pm

2:50 - 2:55pm

No Show Survey Dr. Lu and Dr. McBride

• Complete sur:vey

True Colors Activity Everyone! • Find out yourTrl!e Colors!

Discuss Projects for Upcoming Vear . Everyone I • Confirm project between patient waiting

rooms registration experience, and clinic sign age

• Develop Plan with PDSA Model Anjana

Break

o What are we trying to accomplish?

o How will we know it is an improvement?

o What change will help achieve this improvement?

• Stretching Circle

Everyone!

'---~--------·~·-----------! 2:55 - 3:0Spm Comment Box Review Lili

I_ • Review comment boxes

• Brainstorm for future project • Project idea Jodi

J 3:05-3:20pm Recruitment Everyone!

I • How to actively recruit?

• Who to recruit?

r 3:20- 3:30pm Next Meeting Everyone! • Tuesday, September 22 from 2-3:30pm

• Agenda brainstorm

P60

I

I

PAB Meeting Minutes:. August 25, 2015 Attendees: Jodi Hayes, Judith Burns, Dr. Anjana Sharma, Georgia Sleeth, Surayna Spjcer, Lili Kroll Guests: Royster Miles, Brett Embry, Milagros Ramos, Dr. McBride

A) No Show Survey with Dr. McBride 1. Survey on patient appointment reminders 2. General Feedback:

a. Phone reminders are most helpful b. Difficult to reschedule appointment

B) Discuss Projects for Upcoming Year 1. PAC Project for 2015-2016: Improving waiting rooms!

a. PAC received a Hearts Grant for $10,226.00 to add 25 new chairs total to the ~FHC waiting rooms!

b. Dr. Sharma taught group the "Model for Improvement" (see attached document)

i. AIM: What are we trying to accomplish? a. Add 25 new, comfortable chairs to the waiting rooms by June

ii. MEASURE: How will we know that a change is an improvement? a. Survey patients and staff on how to position the additionai

chairs in the waiting room to create the most comfortable, yet space-efficient environment

iii. CHANGES: What changes can we make that will result in improvement?

a. Order chairs and position them in the waiting room c. Updates:

i. We are relatively restricted to the chairs we can choose based on hospital regulations-will discuss at the next meeting

C) Stretching Circle Break! D) Comment Box Review

1. We are just about ready to distribute the patient surveys to the waiting room! (See attachment for survey)

E) Recruitment

a. Still to be determined: Best way to distribute surveys-will discuss at next meeting

i. Distribute surveys in waiting rooms (would require volunteers to explain surveys to patents) OR

ii. Distribute surveys at registration (would require working with FHC staff to establish a distribution workflow)

1. As a reminder, we are actively recruiting patients for the PAC 2. Process:

a. PAC Liaison does initial phone interview with candidate b. Candidate may then be invited into a meeting with the PAC liaisons and PAC

Advisor c. Candidate may then be invite to PAC monthly meeting

i. We welcome all-feedback afterwards from PAC Advisors as well as candidate as to whether it would be a good fit!

F) Next Meeting: September 22, 2015 from 2-3:30pm (SFGH, Building 80, 505 Conference room)

P61 33

Young, Victor

From: Angel, Lucia (DPH) Sent: Friday, March 10, 2017 2:54 PM To: Young, Victor' . Subject: Re: SOTF - Compliance and Amendments Committee agenda and packet for March 13,

2017 - online Attachments: FHC PAC 2014-2016.pdf

Hi Victor, I'm sorry I haven't been able to get back to you sooner, I've been working with FHC staff to collect any

information relevant to the dates asked in the request. I have attached what we have collected so far, but it's

been a longer process than expected to go through all our material, I haven't been able to go through the

material and redact any patient advisor names (not sure if it's completely necessary since they are volunteers,

but i feel somewhat uncomfortable making that information completely public), which is why I had not this

sent it sooner. I realize you had requested this by 3/6 but that was not able to do that. Is it at all possible to

request an extension to finish collecting the missing forms or to submit after the Monday meeting? Not sure

how this process works. I appreciate any guidance.

Thank you!

Lucia Angel MS-HCA(c)

Patient Experience Team Lead Primary Care Improvement Team

San Francisco Health Network - Primary Care

415-581-2472 I [email protected] I 30 Van Ness Ave Ste 2300, SF, CA 94102

The SF Health Network is the city's only complete system of care. We strive to add value to patients, clients,

staff and San Franciscans.

PRIVACY NOTICE: This e-mail is intended for the recipient only. If you receive this e-mail in error, notify the

sender and destroy the e-mail immediately. Disclosure of the PHI contained herein may subject the discloser

to civil or criminal penalties under state and federal privacy laws.

From: SOTF, (BOS) Sent: Friday, March 10, 2017 1:45:27 PM To: [email protected]; Leung, Lydia (UCSF); Angel, Lucia (DPH); Silva, Christine (CPC); lonin, Jonas (CPC); James Russel; Ann Treboux; Norris, Jennifer (WAR); [email protected]; Christensen, Diana (ADM); [email protected] Cc: Calvillo, Angela (BOS) Subject: SOTF - Compliance and Amendments Committee agenda and packet for March 13, 2017 - online

Good Afternoon:

The agenda packet for the Compliance and Amendments Committee of the Sunshine Ordinance Task Force March 13, 2017, meeting is available online at the following link:

https://sfgov.org/sunshine/sites/default/files/cac031317 agenda.pdf

Ps2

The packet material is linked each item listed on the agenda. Click anywhere on the title of the item to open the link to the pdf of the packet material in question. Please note that the additional· material may have been added to the file and is available as part of the packet at the above listed link.

Victor Young Administrator Sunshine Ordinance Task Force 1 Dr. Carlton B. Goodlett Place, City Hall., Room 244 San Francisco CA 94102 phone 415-554-7724 I fax 415-554-5163 [email protected] I www.sfbos.org

• •

.f/C.O Click here to complete a Board of Supervisors Customer Service Satisfaction form.

The Legislative Research Center provides 24-hour access to Board of Supervisors legislation, and archived matters since August 1998.

Disclosures: Personal information that is provided in communications to the Board of Supervisors is subject to disclosure under the California Public Records Act and the San Francisco Sunshine Ordinance. Personal information provided will not be redacted. Members of the public are not required to provide personal identifying information when they communicate with the Board of Supervisors and its committees. All written or oral communications that members of the public submit to the Clerk's Office regarding pending legislation or hearings will be made available to all members of the public for inspection and copying. The Clerk's Office does not redact any information from these submissions. This means that personal information-including names, phone numbers, addresses and similar information that a member of the public elects to submit to the Board and its committees-may appear on the Board of Supervisors website or in other public documents that members of the public may inspect or copy.

~63

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P65

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San Francisco Department of Public Health Ambulatory Care: an Integrated Approach to Service Delivery and Operational Efficiency

3

Patient Advisory Board Meeting Notes

April 22, 2014

The Power of Stories: Tips for Patients and Families

One of the most important tools you have as a Patient Advisor is your experience and

ability to share your stories. Stories give a face to data and numbers that many times

drive quality improvement efforts. Your stories serve as powerful tools for bringing

about changes and improvements in the way care is provided in the clinic. The following

tips may help you share your story:

• Consider the following questions before agreeing to share your story:

• What am I willing to share?

• What do I feel is too private to share?

• What does my family not want me to talk about?

. .. What will my story teach those who are listening?

•• Have I had negative experiences that are still bothering me and will

be difficult to share in a way that will be helpful to others?

• Plan ahead for what you will share and how you will share it. Your story is

a precious resource, use is wisely.

• Find out about what is expected of you and what you can expect. Ask

some of the following questions to help you decide if you want to share

your story and to plan for the event:

• When do you want me to speak? What time? For how long?

• Where do you want me to speak?

• Who is the audience? How many people will be there?

• What is the theme or topic?

• What part of my story do you want to hear?

• Is there a message you want me to leave the audience with?

· • Is there payment or reimbursements for transportation/ childcare

costs?

P67

••• After you accept an invitation to speak remember to think carefully about the

message you want the audience to remember. Try to focus on two or three main

points and organize your thoughts. Speak from the heart-be real, respectful, and

constructive. Remember the following tips when you tell your story:

• Practice ahead of time

• Use only 2-3 main points in the story

• Use your own style

• Look at your audience

• Feel free to share pictures·or your family

" If you don't know the answer to a question, say so.

• Be honest

• When sharing about negative experiences .•.

• Try to avoid putting people on the defensive

• Remember that negative experiences can be turned into positive.

learning experiences.

• Anger used ineffectively may not be the most powerful I use of your

story.

Speaking on Panels • As a Patient Advisor you may at times be asked to speak on panels. You

may be asked to share part of your story in the following ways:

• Talking about a clinic experience that was helpful. This can mean that you and your family ...

• Were treated in a welcoming, supportive, and '· encouraging manner;

• Got the information you needed in ways that were understandable and useful;

• Were included in decision-making; • Were respected for your knowledge;

P68

• Felt that you were valued and that your goals, preferences, and priorities were incorporated into care planning.

• Talking about a clinic experience that was not helpful or where things didn't work so well. This can include situations where you or your family:

• Did not feel respected • Were not included in discussions about your care;

concerns, and priorities • Were not valued for your input • Were not given time to demonstrate your knowledge or

ability • Were not included in decisions and the timelines or

schedules were staff cantered, not patient- and family centered.

• Sharing your experience serving as an advisor. What has been helpful to being effective in your roles and why this work is important to you? You might be asked to describe you experience ...

JJI: Serving as a member of a performance improvement team or a committee to change clinic policies or practices

• Participating in planning for the building of a new clinic • Orienting new staff and clinicians who will be working at

the clinic • Teaching staff and doctors how to talk with patients and

families in a way that are helpful for managing chronic conditions

• Providing support to other patients living with diabetes or other chronic conditions

• Helping to improve the clinic's website so that it is more useful to patients and families

• Developing information and education materials for the patients and families

Try to keep your stories about your experiences brief so that everyone on the panel has a chance to share.

04/22/2014

P69

Family Health Center Patient Advisory Board I SFGH

=== ·-~---·-·- -· ~~------· ··- Q ___ __L_....,, ~·

June 24, 2014


Note taker; Timekeeper: ----------------

I. Roles/ Announcements /Updates 2:30- 2:45pm

a. Introductions: Guest: Olivia Zieve, MSW student, P AB Study Coordinator b. eCW-went live Monday 6/23 c. Children's Health and Reading Fair- 8/9/14- need volunteers d. Other?

II. Webinar update

Ill. Calendars/Newsletters

IV. Therapeutic Food Pantry

V. BigAims

a. Mammo: Drop in Fridays

b. LDL: labs in main hospital?

VI. Retreat; July 29th 12-Spm Fox Plaza 1390 Market St. 11 th Floor Room 1125

a. Dietary restrictions?

VII. Summary of Meeting and Planning next mtg (10 min)

a. What are the key points from today's meeting?

2:45-2:55pm

2:55-3:05pm

3:05- 3:20pm

3:20-3:40pm

3:40-3:50pm

3:50-4:00pm

b. What needs to happen between today's meeting and the next meeting? Who is

responsible for what?

c. Agenda items for next meeting

P70

""'C ........ _..

Patient Advisory Board Dateffime: Tuesday June 24th, 2:30-4:00 pm

Present: David McClure, Judith Burns~ Les Kromer, Jane Redmon, Armando Martinez, Laura Pullen, Lucia Angel, Surayna Spicer Next Meeting: Tuesday, July 29th, 201412-Spm (PAB Retreat) 1390 Market St. llth floor room 1125

TOPIC Discussion NEXT ACTIONS 1. • Introductions: Guest: Olivia Zieve, MSW student, • Children's Health and Reading Fair- 8/9/14- need

P AB Study Coordinator volunteers- contact Lucia if interested Welcome/ Announcements • eCW- went live Monday 6/23 •

• Children's Health and Reading Fair- 8/9/14- need volunteers

2. • "How to be an effective Patient Advisor''- helpful webinar • See attached webinar summary and copy of PowerPoint hosted by General Medicine Clinic

Webinar Update. • Will try to host more in the future • Look into doing more collaborative events with other • Was nice to see other clinic's advisory board members clinics and their patient advisors

and hear about issues they are dealing with

3. • Newsletter: • Newsletter avail:;i.ble: call/email Lucia if you need to 0 800 issues have been ordered, were lost in transit pick up newsletters

Hearts Grants Projects (have been since found!) Updates

• Calendar • David to give update once order is :finalized In process of being ordered. Amount ordered will depend on total cost and our budget.

4. • Food Pantry at SFGH project continues to move forward • If interested in volunteering contact Rita Nguyen, N [email protected]

Therapeutic Food Pantry • Currently have three committees 0 Fundraising • See attached documents for more details 0 Research 0 Community Partnerships

• In need of more community and patient representation

""C -.I N

TOPIC Discussion 5 .. • Quality improvement priority for Clinic, City and State Big Aims: Mammo and LDL • Mammo screenings: Friday Drop-in's now available with

provider referral

• LDL: how do we encourage patient to use main phlebotomy lab in main hospital?

• Current issues: 0 Long wait times- hard if you are

fasting 0 Too many lines to wait in- possible to

make it more efficient? 0 Prioritize fasting labs?

• Other ideas: 0 Get volunteer phlebotomy students

like at Silver Avenue?

6. Retreat • July 29th 12-Spm Fox Plaza 1390 Market St. ll1h Floor Room 1125

7. P AB support • Looking to develop a PAB staff position who's only role would be to work with and support the P AB efforts for the patient advisory boards in the clinic (English, Spanish and Teen)

• Candidate must be bilingual (Spanish/English)

• P AB suggested getting patient input in selecting candidate

Parking lot items (for future discussion; not key to goal of this meeting)

:NEXT ACTIONS

• Contact Lucia if interested in helping address some of these issues

• Lucia- Bring back feedback to Big Aims Committee

• Lucia to follow up on volunteer phlebotomy students idea

• Contact Laura or Lucia if you have ideas/ suggestions of topics to include for the retreat.

• wm provide updates in coming weeks/ months

Institute for Patient Family-Centered Care (IPFCC) Webinar

Mtg notes/highlights- How to be effective Patient Advisors

Core Concepts of Patient-and-Family-Centered Care:

.. Respect & Dignity

• Information Sharing

• Participation

• Collaboration

Steps to take as an Advisor:

• Define the problem.

• Try to understand why something is done the way it is

• Come up with ideas & solutions that make the situation better

• Identify the best solution

General Guidelines:

• Be on time, responsible

• Let everyone talk

• Share your experience & ideas beginning "I" statements since ii does blame or accuse

• Be non-judgmental - help each other, network

• Enjoy the experience

• If you can't attend, notify the hospital liaison

Notes: Primary goal is the serve all patients

Pointers of how we should conduct ourselves:

• Be observant to what is going around us and observe how others are interacting

• Be emphatic to others

• Share & address some of the observations at meetings

• Do not pull rank since we are in collaboration with each other

• We should not complain about issues particularly personal

• Never share information on the social networks i.e. Facebook, Twitter, Google &You Tube

• In telling of our stories, never use a staff or members names & remember that positive messages are encouraging to others

• You have two ears and one mouth- please use them in that proportion at meetings

• Talk & discuss with primary liaison before going to administrators or managers

• Address concerns & be aware of the hospital liability issues

• If one does not understand something, ask the question

• Confidentiality is important to help create a safe environment

• Facilitators should intervene when talkers hog the show

• Should have a refresher course every two years

• Establish requirements such as attendance record per quarter, etc.

P73

November 25, 2014




III. FHC Calendar Distribution Update 2:40-2:55pm

IV. Patient Voice Newsletter update 2:55-3:05pm

a. Estimat.ed publishing timeline

V. Lucia's Update from PCPCC Conference/PAB Best Practices 3:05-3:35pm

-QI model of improvement

-measuring success

VI. PAB Expectations and Goals for the New Year 3:35-3.:SOpm

a. Volunteer Status

b. Volunteer ID Badge


P74

Family Health Center·

PAB Retreat 2014

'

FAM!l-Y l-IEN-W CE!llTER PJ\TIENT A[)VISORY BOl\R[)

Goals Patients will be actiVe participants in the dec1s1on makmg process both about their own health care and clinic operations

-c The PABs will serve as an avenue far heanng what the pa!Je~t needs are as well as allow far an exchange of Ideas and Input on neN and ongoing proJects

The PABs will promote partneringwtth patients and working as interdisciplinary teanis

., · The FHC will engage patlentS m shortand long ; , term qualtty improvement irntlatlves m , ... · .. · , ..

- . . . partnership with cllnlc faculty, res1dent5, ·and : - ~:· staff,:· ' , · .. · - · ·· · ' · ..

FHC f~CTS ANR FIGIJRES

"' How many active patients do we have at FHC? ., How many residents do we have at FHC? . ,, On a typical day, how many patients Drop-in on average? y How many total visits in one year?

What's the no-show rate? What's the late patient policy?

" What is the ethnic breakdown of FHC pts? " What's the language breakdown at FHC? " What's the insurance break down at FHC? "' What are the top two diagnoses of FHC pts? . ,1 What Zip code has the highest number of visits? Where.

are our pts coming from?

',:

e~T'~~ll8R~~§2BY §P,~BR. -., 2010: Patient Advisory Board (PAB) began

with English speaking FHC patients Patient Initiated Ccrled by our Medical Social Worker, Nurse Manager .. and Medical Director 2011; r&-launch used lessons learned from Spanish PAEl to create structure and ensure sustainability

-. 2010: Spanish PAB began Started as part of TUFH (CHCF)

- Focused onLatino patients wrth Diabetes Now includes wider representation of Latino pts.

'2014 {April): Teen andYoung Ad~ltPf\8, .• , Address needs speciftcto'teens ancf yo'ung'actuitS rf: ciinic,• but pJimafily.workmg to-I in prove Tei;~ .clir)ic -~ .....

}:" . ' ~ '~!' ·~: ::.,;· '· '·' ~;~~

1

LO re..

PARTJ\ll:RING WITH PAT!!='.NT AQVl~()~S IN IVl~NIN~F~L QI WC>fU< Patient advisors in interdisciplinary improvement teams

Healthy vending machines initiative

Provider voicernails

~ .. ... ··' Patient resources and handouts

~IJILR!NG AN AO.V!~9RY .. ~98RQ:_:fQ9~K!T - -'··-

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o ll"illllUr;l1ll~

intomraunrnal

• Spread the wm:t l!'l t:111ue about role afp1"lent. adVt:I0'1 board <Ind It::!, , I Unponance- oorrtmuc tc get st!.ffbuYm'

0. ~~d~re~~~~. I ~:."·.···)' ···I

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Esta~ Rt:Jai.Janehm CQmr.1ai1c.l;l~ri··Nnh· 'l"fih ~ illivaor.i - patiirnts, smt' and S~d1h~Yr0rd11clmri: .lodmnhip about role of pattern: ~ Explo~~ oiiPortun·ms acrw.ory board zind rts fer putn~.f11ps and impor10ll~e 1• 'rrowrh. Prgyidatr.mN:ng to . -~and stiitni-.,-patlftnta ,'ol.sllC(leSsful - succ:esse1. -1 entac:emcittncl1rrii "-: · ~lunub1Ui~ - ...

·1mpf'OYCmont'etio.:b . :- in~etoWoi.rduolutla1'S

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P8TlENT QmV~N U\'lPRQVEM~NT PROJECTS • ~ ,~ > - ' .. , :- • l . ~ t ••

Comment Boxes

Hearts Grants ' New clinic chairs , Patient newsletter

, Patient calendar and resource book

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Family Health Center Patient Advisory Board I SFGH .,.,......,.,,,, __ , t 'G""nll/ll!oi!..W ll t ,........., -- •·.-..?~ io - ee m !I q,.; •• ~.-.<hi'.

January 27, 2015


Note taker: Timekeeper: I. Volunteer Sign-in/Gift Cards/ Announcements

II. Introductions- Anjana Sharma, MD

III. BP control intervention (Delphine Tuot, Kristen Bibbins-Domingo) 2:30- 2:45pm

IV. PAB Expectations and Goals for the New Year 2:45-3:00pm

a. Review of Patient Advisor Questionnaire -Next mtg

b. Personal New Year's Resolution

v. Reviving FHC Comment Boxes 3:00-3:15pm

a. Mission Neighborhood Health Center Visit

b. Using QI tools and metrics to measure success of PAB

c. Schedule volunteers for waiting room

VI. FHC Drop-In Clinic 3:15-3:30pm

a. Process

b. ·Patient messaging

VII. PAB Logo 3:30-3:20pm a. Branding and recruiting - volunteers?/ contest?

VIII. Patient Voice Newsletter update 3:20-3:30pm

a. Estimated publishing timeline/ Schedule outside meeting time if needed

IX. Center for Vulnerable Populations Presentation 3:30-3:55pm

Parking Lot Item if there is spare time: .

• Bench for outside of clinic-Jane/Lucia

P77

":._.;;-.& -..,, family Health Center Patient Advisory Board I SFGH Foml!yHoolth&UQltlllC-C<rb>'

~ ~a..i::=QC - ::r:;:--~ n:nu•- =--i.-.... - - - :-r-------------- ··--

Patient Advisory Board Minutes Goal of meeting: Core meeting to discuss projects

January 27,2015 2:30-4:00pm

Present: David McClure, Jane Redmond, Tomiko Morris, Kenneth Janes, Surayna Spicer (staft), Lucia Angel (staft), Anjana Sharma (M.D.)

Guest: Stephen Kiyoi (Library/ MySFHealth), Delphine Tout (M.D.-Nephrology), Lina Tieu (Center for Vulnerable Populations), Courtney Lyles (Center for Vulnerable Populations)

N Feb 24.2015 <• ~ . TOPIC DECISIONS NEXT ACTIONS OWNER DUE

DATE 1. • Anjana Sharma, MD to join PAB Welcome/ Announcements N/A- - -

2. New QI project BP Control Intervention Updates on progress to be provided in - -

Presentation futuremtgs

CX)

re...

Family Health Center Patient Advisory Board I SFGH

TOPIC DECISIONS NEXT ACTIONS . OWNER DUE DATE

3. • Lucia discussed Mission. Neighborhood • Update FHC Comment forms to Staff Reviving FHC Comment Boxes Health Center Visit and their reflect recommendations.

comment/suggestion.boxes • Follow-up on the possibility of

• Comment/Suggestions forms implementing comments/suggestion distributed to PAB for review forms at check-in. -Remove black box on the bottom of the • Registration staff and others to be form informed on how the form works or · -Update and include a section for have a short script patients who are interested in being a ii

PAB member to fill out their contact information.

• Include a portion on the forms that states the intention of the forms artd that they will be reviewed

4. • PAB wants to attend All Team Meeting • David to create the power point Staff/David PAB Calendars and Provider meeting to discuss presentation

• David to make a power point • Request time to present at a FHC All

presentation to explain how to use the Team Meeting calendars

5. • The functions of the patient portal • Suggestions to be e-mailed to Patient portal presentation was discussed. C [email protected]

Parkin!! lot items (for future discussion; not key to goal of this meeting) FHC Drop-in process, hours, and changes.

PAB Logo Patient Voice Newsletter: Conversation will be discussed via e-mail

(J) ,...... a..

Comments/Suggestions · Comentarios y Sugerencias

WIZ~I~~ GopY

I am (circle one) a patient, a family member, or other _______ .

Soy (par favor haga un drculo) un paciente, un miembro de familia, o otro.,.,_. ------

Toi la (khoanh tron) m§t b~nh nhan, ml)t than nhan, ho~c ai khac ________ _

What did you like most about your visit today? tOue le gusto mas hoy de SU visita?

f~~x:i\iiW~t!'g~ft~ ? BiSu gi lam b~n thich nhi~u nhit horn nay?

What did you like least about your visit today? Que le gusto menos de su visita hoy?

1m~xiii~W~1¥J~1t@? DiSu gi lam b~ thich it nhdt Mm nay?

What would you like to improve or change with this clinic visit? Que quisiera mejorar o cambiar con su visita a la clfnica?

f~;ff;~*~F~~*-fD]~®i:&="&~f&~ ? Di~u gi ma b~ mu6n dm;rc cai thi~n hoi;lc thay dbi v6i Ifui kham nay?

THANK YOU! iGRACIASt'~~f ! Camon!

P80

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02/24/2015

Family Health Center Patient Advisory Board { SFGH ~ I --~

February 24, 2015



II. Roles/ Announcements 2:30pm- 2:40pm

III. RN/BP checkvisits-Samali Lubega, MD 2:40pm-3:00pm

IV. FHC Benches-AnileAnne Woods, Lead Gardener 3:00pm-3:30pm

a; Benches outside of Building 80 & 90 b. National Nutrition Day- March 19th

V. FHC Drop in Clinic 3:30pm-3:40pm

a. Process b. Patient Messaging

VI. PAB Logo 3:40pm-3:50pm

a. Branding and Recruiting

VIL P AB Secret Shoppers 3:50pm-4:00pm

a. Process and assignments


P81

Mystery Shopper Call

FHC 415-206-5252

(Please have your Gold Card ready to provide medical record number)

Caller: __________ Date: _______ Day of Week ______ _

Time Call started: _____ _

1.) Reason for call:

D Medication Refill

D Need routine appointment with PCP

D Reschedule apt

D Lab results

D Urgent Appointment

D Nurse Advice Line

0 Other:

2.) Was call picked up by a live person? 0 YES D NO {if Yes -skip to #3)

a. If NO- Did you leave a message? DYES ONO

b. Was your message returned? DYES ONO

c. If YES-What time? --------

3.) How many rings before the phone is picked up? ________ _

4.) Did the person introduce themselves? DYES D NO

5.) Were you treated with courtesy and respect? 0 YES D NO

6.) Was the person helpful? DYES D NO

7.) Ware your questions answered? DYES 0 NO

8.) Did they ask if there was anything else they could help you with? DYES ONO

Time Call Ended: _______ _

02/26/2015

P82

March 24, 2015



I. Volunteer Sign-in/Gift Cards

II. Roles/ Announcements/Introductions 2:00pm- 2:10pm

Ill. PAB Mystery Caller Updates 2:10pm-2:20pm

IV. ·Patient Voice Newsletter Update 2:20pm-2:40pm

V. Patient Portal: email address 2:40-3:20pm

a. Suppo.rting efforts/patients information

b. Volunteers

VI. SFGH Foundation Heart Grants 3:20pm-3:30pm

VII. 33 Bus line to SFGH 3:30pm-3:45pm

VIII. PAB next steps 3:45-4:00pm

a. FHC PAB

b. PAB SFHealth Network

. Parking Lot Item if there is spare time:

P83


April 28, 2015


Note taker: Timekeeper: I. Volunteer Sign-in/Gift Cards 2:00- 2:0Spm


III. Acupuncture Pilot w /Dr. Richard McKinney 2:15-2:4Spm

IV. Patient Advisor Driven Projects 2:45-3:00

a. Hearts Grant Update

v. San Francisco Health Network Updates w / Dr. Hali Hammer 3:00-3:45pm

VI. Transitions and Expectations 3:45-4:00pm


P84


May26, 2015

Patient Advisory Board Agenda 2:00-4:oopm

Note. taker: Timekeeper:

I. Call to order 2:oopm

a. Sign-in

b. Gift card distribution

II. Roles and Announcements 2:00-2:10pm

III. Updates 2:10-2:2opm

a. SFGH Foundation Hearts Grant

b. Newsletter

c. Patient Calendars

IV. Patient Advisory Board Retreat 2:20-2:4opm

a. Save the Date: July 28, 2015from1:00-4:oopm location to be determined.

v. Graduation Ceremony for David and Jane!!!

Parldng Lot Items:

P85

2:00 - 2:ospm

2:05 - 2:15pm


Welco'mel

FHC Patient Advisory Board Meeting Agenda

June 23, 2015 2:00 - 4:00pm

Conference Room 505

• Help yourself to food

• Call to order • Sign-in

Updates & Announcements • Gardener • SFHN Patient Advisor Seminar Series

• PAB Advisor to speak at All Team Meeting

• Meeting time & location

• Advisor Updates

Everyone!

Georgia Georgia & Anjana Surayna

Judith & Georgia Anjana & Surayna

~.-. ---~·----------------------------------·

2:15 - 2:45pm Debrief from Graduation • What could we have. done better?

• What would you like to see moving forward?

• Do you have any concerns or hesitations moving forward?

Everyone!

-----------~-------------~~~-~--

2:45 - 3:00pm

3:00 - 3:45pm

3:45 - 4:00pm

Topic for PAB Retreat •· Goals of the PAB • How to achieve these goals

• Expectations of Patient Advisors & Patient Liaisons

• Communication & consistent feedback

Retreat Plannlng

Next Meeting • Patient Advisory Board Retreat:

July 28, 2015 from 1:00-4:00pm First 5 San Francisco

Georgia

I

Everyone!

Surayna

1390 Market St, 11th Floor I San Francisco, CA 94102

~-·--~------~----·------------~~--------~·-"'···---------'

P86

PAB Meeting Minutes: June 23; 2015 Attendees: Jodi Hayes, Judith Burns, Kenneth Janes, Anjana Sharma, Georgia Sleeth, Surayna Spicer Guest': Larry Hernandez ·

A) Updates and Announcements 1. A tea tree bush was planted in honor of Stanley and Brenda. The gardener, Anne

Woods, wili add a sign next to the tree indicating the tree is in their honor.

2. Lucia is leading a seminar series for pati~nt liaisons and advisors on Thursday, July 16 from 8:15-4:30. This is the first of a 3-part seminar for PABs throughout the city.

tJ Georgia to contact Lucia about advisors attending for half-day

3. Surayna and Anjana to present at All-Team Meeting to recruit for the PAB.

4. Monthly meetings will now be from 1:30-3:00pm from here on out. The room location may change in the warmer months. Thank you, Judith, for bringing this up!

5. Due to increased traveling and outside obligations, Armando has resigned his position on the PAB. We will be sending him a card and graduation certificate· to thank him for his time, hard work, and dedication to the PAB over the years.

B) Debrief from Graduation 1. We wanted to give everyone the time and space to share their thoughts, feelings and/or

concerns about the graduation of Jane and David from the PAB last month. Some reactions:

I. It was too fast7 should have had more members on board before graduating two of the most experienced members

II. There should have been some warning to the advisors Ill. Concern about the workload moving forward (ie. newsletter)

2. Anjana, Georgia, and Surayna agreed that this was a good approach to graduate PAB advisors and will be much more transparent about the process in the future .

. 3. Georgia explained that the reason for the graduation was that the San Francisco Health Network is implementing term limits to all of the PABs throughout the city and seeing as the FHC PAB is one of the oldest, we were one of the first to put this into effect. Some feedback on this to pass on to· the SFHN:

I. Have graduated PAB advisors be informed of focus groups & kept on as a consultant for future meetings upon request

II. Inform PAB advisors far in advan'ce/when they come on board of the term limit of their position

C) Plan for PAB Retreat 1. Georgia to lead discussion at the retreat about the goals and purpose of the PAB within

the new SFHN framework.

2. arainstormed potential exercises, group activities, and exciting future PAB projects to discuss at the retreat

D Georgia to send out detailed Retreat Agenda for review

D) Next Meeting: PAB Retreat: July 28, 2015 from 1-4pm First 5 San Francisco 1390 Market St. 11th Floor San Francisco, CA 94102

P87

.,,

Goals for the Future Family Health Center PatiantAdvlsory Council

fletreat: July 28, 2015

PAC Goals

1) Lead patient-driven projects

2) Communicate with FHC patients and clinlc management

Jj Advise clinic management, providers, and staff on upcoming clinic initiatives

PAC Mission Statement

• Our mission is to advise the clinic management about how to make improvements at the Family Health Center to better serve all its patients.

2014 PAB Retreat

Lead patient-driven projects

• Develop clinic-improvement projects based on:

, ) Patient Feedback

Management Team improvement efforts

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Communicate \'\'ith FHC patients

• Get feedback from FHC patients

, Meet with patients

Collect and review surveys

Relay feedback at PAC monthly meetings

~·,~. ~· " \___)

Advise clinic inanagen1 ent, providers, and staff • Meet with FHC management, providers, and

staff at monthly PAC meetings to:

Express ideas, comments, and/or concerns about the clinlc

Provide feedback on clinic-wide initiatives

Brainstorm new patient-driven clinic-Improvement projects

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( Though-;?~) j Comments? ) l., Questions? ) ~ .---------------------'-

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r Thoughts? ) ·j Comments? I \ Ques~ions'? ) ·---------.....~~ --~-_,,./

PAC-Liaisons

• PAC Clinic Champions & Coordinators Aid In communication between PAC Advisers and clinic management

• Help run monthly PAC meetings

Serve as ·advisor on patient-drive projects

+ Time Commitment · 4-6 hrs/week

PAC Advisors

·Purpose - Improve patient care experience for ALL FHC patients

• Time Commitment 4 hrs/month?

Term Limits: 3 years

• Opportunities for graduated PAC Adyisors7

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Recruit1nent

" Ways to recruit • Provider suggestions

- Advertise throughout the clinic

• PAC Advisors actively recruit

• Recruitment process

WE

Interview with PAC Champions/Coordinators

Attend PAC Monthly Meeting and/or speak with PAC Advisor

PAC Advisor input

Communication • Frequent Check-Ins

Monthly meetings

•Surveys Patient Llalsons: Monthly

• Patient Advisers: Quarterly

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;;~.~~L ~:~~"~- ;~¥::~ ·"~;-1, .·. BREAK!

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PAB Meeting Minutes: July 28, 2015 Attendees:.Jodi Hayes, Kenneth Janes, Anjana Sharma, Georgia Sleeth, Surayna Spicer, Norma

Rodriguez, Lili Kroll

A) Patient Experience Icebreaker B) Discuss PAC Mission, Goals, & Roles (See attached powerpoint)

1. PAC Goals a. Lead patient-driven projects

i. Examples: 1) Waiting room improvement, 2) Registration Experience, and 3) Clinic Signage

b. Communicate with FHC patients and clinic management i. Examples: Distribute surveys to patients in waiting room, collect/review

surveys, and relay feedback at monthly meeting. Would volunteer time in clinic one extra time/month to do this.

c. Advise clinic management, providers, and staff on upcoming clinic initiatives i. Examples: Providers, staff, and management present at monthly

meetings. **Interested in hearing about substance abuse groups** 2. Role of PAC Liaisons

a. Communicate between PAC Advisers/management team, run m~etings, aid with patient driven projects

b: **Phone calls are especially helpful-look to reissue phone tree among PAC advisers

3. Role of PAC Advisers a. Improve patient care for all patients b. Term Limits: 3 years 7 current PAC Advisers start 3 years now c. Discuss opportunities for graduated PAC. Advisors at future meeting

4. Recruitment a. Starting recruitment process now: First interview with PAC liaisons, then with

PAC advisers. Attend PAC Monthly meeting if possible. b. Warning system for all advisers-if having trouble with a fellow advisor, bring it

up to PAC liaison to issue a warning. After 3 warnings and no change, PAC advisor asked to leave

5. Communication a. Hoping to improve communication/feedback about the PAC

i. Will have more frequent check-ins at monthly meetings ii. Will issue surveys on a more regular basis

C) Stretching Circle Break! D) Discuss Projects for Upcoming Vear

1. Newsletter Update: Will be distributing current newsletter at start of September. Can rethink the way we want to do the newsletter (both in format and in time of distribution}

2. Patient-driven Proiects: a. Overall, people are especially in favor of working with management team to

help improve the waiting rooms b. **See table on next page for pro/con list c. Finalize decision & brainstorm logistics at next meeting

E) Next Meeting: August 25, 2015 from 2-3:30pm (SFGH, Building 80, SOS Conference room)

P93

PROS CONS WAITING ROOM IMPROVEMENT - Use team colors - Already have done similar

- Look at blue team for vibe projects - Logistically easier - Waiting room locations - Familiar may change - Impact on experience - Aligned with clinic management team

REGISTRATION EXPERIENCE -Advocacy - Have to work with staff

I leadership GblNIG SIGNP,Gli Ma•; ehaRge

P94

2:00- 2:05pm

I z:os- 2:1opm--~ I 12:05 - 2:20pm I

2:20- 2:50pm

2:50 - 2:5Spm

l 2:55 - 3:05pm

3:05-3:20pm

3:20- 3:30pm



August 25, 20~5 2:00- 3:30pm

SFGH Building 80: 5th Floor, Room 505

Welcome& Updates! • Call to order & sign-in • Introductions • Hearts Grant Update • Updates from Retreat

·------~-

Georgia

No Show Survey Dr. Lu and Dr. McBride

• Complete survey

True Colors Activity Everyone! • Find out your True Colors!

- .

Discuss Projects for Upcoming Vear Everyone! • Confirm project between patient waiting

rooms registration experience, and clinic sign age

• Develop Plan with PDSA Model Anjana o What arewe trying to

accomplish? o How will we know it is an

improvement? o What change will help achieve

this improvement?

·Break


Comment Box Review

• Review comment boxes

• Brainstorm for future project

• Project idea

Recruitment • How to actively recruit? • Who to recruit?

Next Meeting • Tuesday, September 22 from 2-3:30pm • Agenda brainstorm

P95

Everyone!

Lili

Jodi

Everyone!

Everyone!

PAB Meeting Minutes: August 25, 2015 Attendees: Jodi Hayes, Judith Burns, Dr. Anjana Sharma, Georgia Sleeth, Surayna Spicer, Lili Kroll Guests: Royster Miles, Brett Embry, Milagros Ramos, Dr. McBride

A) No Show Surveywith Dr. McBride 1. Survey on patient appointment reminders 2. General Feedback:

a. Phone reminders are most helpful b. Difficult to reschedule appointment

B) Discuss Projects for Upcoming Year 1. PAC Project for 2015-2016: Improving waiting rooms/

a. PAC received a Hearts Grant for $10,226.00 to add 25 new chairs total to. the FHC waiting rooms!

b. Dr. Sharma taught group the "Model for Improvement" (see attached document)

i. AIM: What are we trying to accomplish? a. Add 25 new, comfortable chairs to the waiting rooms by June

ii. MEASURE: How will we know that a change is an improvement? a. Survey patients and staff on how to position the additional

chairs in the waiting room to create the most comfortable, yet space-effici~nt environment

iii. CHANGES: What changes can we make that will result in improvement?

a. Order chairs and position them in the waiting room c. Updates:

i. We are relatively restricted to the chairs we can choose base.don hospital regulations-will discuss at the next meeting

C) Stretching Circle Break! D) Comment Box Review

1. We are just about ready to distribute the patient surveys to the waiting room! (See attachment for survey)

E) Recruitment

a. Still to be determined: Best way to distribute surveys-will discuss at next meeting

i. Distribute surveys in waiting rooms (would require volunteers to explain surveys to patents) OR

ii. Distribute surveys at registration (would require working with FHC staff to establish a distribution workflow)

1. As a reminder, we are actively recruiting patients for the PAC 2. Process:

a. PAC Liaison does initial phone interview with candidate b. Candidate may then be invited into a meeting with the PAC liaisons and PAC

Advisor c. Candidate may then be invite to PAC monthly meeting

i. We welcome all feedback afterwards from PAC Advisers as well as candidate as to whether it would be a good fit!

F) Next Meeting: September 22, 2015 from 2-3:30pm (SFGH, Building 80, 505 Conference room)

P96

Family Health Center Patient Advisory Board I S~GH ~a.Nl!lalD' - nm ·r .......... _•'H""'IV' G ...., ~ , __ ..., ..... _..,.

2:10 - 2:25pm

2:25 - 2:45pm

2:45 - 2:50pm

2:50 - 3:00pm

3:00 - 3:15pm

3:15-3:2Spm


September 22, 2015 2:00- 3:30pm

SFGH Building 80 5th Floor, Room 505

' Welcome & Updates! • Callto order & sign-in

• Introductions

• Ground Rules

Comment Box Workflow

• Propose workflow for suniey distrib1.,1tion through registration

True Colors Activity • Find out your True Colors!

Break • Stretching Circle

Waiting Room Chairs

• Update on waiting room chairs

Waiting Room Field Trip

• Look at 85 waiting room to brainstorm space for:

o Chairs o Wall-toys

PAC Volunteers · • Volunteer process required for PAC

members

Next Meeting . • Tuesday, October 27 from 2-3:30pm


P97

Georgia

Everyone!

Everyone!

Georgia

Everyone!

Anjana, Surayna, Georgia

Everyone!

_______ , ______ _

PAB Meeting Minutes: September 22, 2015 Attendees: Jody Hayes, Judith Burns, Royster Miles, Yonina Graham, Dr. Anjana Sharma, Georgia Sleeth, Surayna Spicer

A) Comment Boxes 1. Patient Surveys to be distributed at registration

a. Surveys returned in Comment boxes in team waiting rooms b. Patient Advisors to collect and review surveys from comment boxes once a

month when processed as volunteers 2. Action ltems:

D Final approval from management team (Georgia)

B) True Colors Activity 1. We found out our True Colors! 2. Repeat activity in 6 months ... maybe we will have changed 1:

C) Stretching Circle Breakl

D) Waiting Room Chairs 1. Field trip to clinic waiting rooms get a sense of chairs needed 2. Required to order the chair included in the initial Hearts Grant due to hospital

regulations;

3. We can choose the color. Options discussed: ~

a. Colors of team (blue, green, gold, red) i. PROS: Adds some team spirit, more visually appealing ii. ·coNS: Some colors may not hide the dirt well, may have to re-order

chairs in these colors in the future if waiting rooms change b. All dark blue

i.

ii. 4. Action Items:

PROS: consistent between waiting rooms, hides dirt, prevents having to re-order chairs in waiting room color in future CONS: Less visually appealing

D Yonina and Judith to get chair count (how many good chairs, how many need replacement, how many total chairs to fit in waiting room)

o Yonina: Blue, Drop-in, green, and gold waiting rooms o Judith: Red waiting room

D Vote on final chair color at October Monthly Meeting

)

E) Next Meeting: Tuesday, October 27 from 2-3:30pm (SFGH, Building 80, 505 Conference Room}

P98

Family Health Cente~ Patient~~sory ~rE FHC Patient Advisory Council

October 27, 2015 2:00 - 3:30prn


P99

PAC Meeting Minutes: October 27, 2015 Attendees: Jody Hayes, Judith Burns, Royster Miles, Yonina Graham, Tom Muyunga Mukasa, Kenneth Janes, Georgia Sleeth, Surayna Spicer Guests: Josephine Lynch, RN, Lili Kroll

A} Waiting Room Chairs 1. Chair counts (thank you, Judith and Yoninal)

a. Red: 24 total, need 2 more, ~19 need to be replaced i. Total chairs to add: 21

b. Blue: 10 chairs total, no room to add chairs, 0 need to be replaced i. Total chairs to add: 0

c. Gold/Green: 14 chairs total, need anymore.?, 0 to be replaced i. Total chairs to add: 0

2. Group consensus to order all blue chairs 3. Action Items:

D Determine number of chairs in drop-in clinic waiting room D Order chairs! (Surayna)

B) Patient Poster Input 1. Lili asked for feedback on the wording of the late patient policy.

a. Original wording: Patients who are more than 15 minutes late to their scheduled appointment cannot be seen and will have the opportunity to reschedule their appointment.

b. PAC edited wording: Please understand that patients who are more than 15 minutes late to their appointment cannot be seen at their scheduled time. Patients will have the opportunity to reschedule their appointment.

2. Other feedback: a. Remind patients of policy in patient reminder call script b. Post signs a month beforehand to give patients ample notice

3. Action Items: D Spanish PAC to give input D Lili to present feedback to management team

o Georgia will share feedback once collected

C) Stretching Circle Break!

D} PAC Volunteer Process 1. Briefly discussed volunteer guidelines and process

a. Went through this quickly due to time, so please review the table on the next page for a summary of the process (please refer to the powerpoint for more

, information) 2. Action Items:

D .All patient advisors to complete Step 1 by November monthly meeting D Georgia and Surayna to follow-up with Bruce about hours and process

P100

. -~- . - - - -_ - : - · SFGH-Voiu~te~r fr~ce_ss - __ . - _· - - '-cz: ~ ~ "' " . - ~~ "" - ;/ - - - " "'~

I

1

2

WHAT TI MELINE ----~------~~-------------J

• Complete online volunteer application. Found here: https://www.volgistics.com/ex/portal.dll/ap?AP=572493161

• Complete online orientation module. Found here: http://www.atschoolorientation.net/sfgh

• Schedule OHS appointment: {415)-206-6581 o Located: Building 9, 1 st floor, room 115

• Go to volunteer office for clearance. Will need to bring OHS clearance fo~m and government issued ID ·

o Located: Main hospltal, 7th Floor, Room 7F8

• Schedule volunteer training with Bruce Johnson o Contac.t: 415)-206-2444

Complete all of Step 1 before next monthly PAC meeting {11/24/15). Don't need to have gone to OHS yet, but need to have made appointment

After OHS appointment

After volunteer clearance. Can do individually or Surayna will schedule for group

-----~--------'---------------~

3 • Volunteer Training During scheduled time

4 • Ready to start volunteering in the FHC! After volunteer training

l------~-----. ---------

E) Next Meeting: Tuesday, November 24 from 2·3.:30pm (SFGH, Building 80, 505 Conference Room)

1. Reminder: This is the Tuesday before Thanksgiving, so please let us know if you will be unable to make it! Also, feel free to bring any Thanksgiving treats you want to share with the group!

2. PAC Holiday Celebration: Friday, January 8 from 12-lpm is preferred. Waiting on feedback from Spanish PAC

P101

2:00- 2:ospi:n

2:05 - 2:20pm

2:20 -2:35pm

2:35 - 2:45pm

2:45 - 2:55pm

2:55 - 3:10pm

3:10 - 3:20pm



November 24, 2015 2:00 - 3:30pm


.Welcome & Updates! • Call to order & sign-in

• Introductions

Surayna

---------~.......-...-..--.~-.·--------------

Therapeutic Food Pantry (TFP) Update • Presentation and update on the

Therapeutic Food Pantry

Announcements

• Volunteer hours

• 33 Bus Line Update

• Surayna

Break • Stretching Circle

Flouride Varnish Thermometer

• Feedback on thermometer

• Post in the waiting room

December QI of the Month Feedback

• · Feedback on patient letters for missed appointments

Next Meeting • Tuesday, December 22 from 2-3:30pm


• Holidays Celebration

Dr. Nguyen

Surayna & Georgia

Everyone!

Georgia

Georgia

Everyone I

-·-·---~----· ---~.~~~-·---- --------------~~~~-~~·-------<

3:20 - 3:30pm TFP Activity & Volunteer Process

• See Dr. Nguyen for TFP Activity • Check-in with Georgia about

volunteer process if needed

P102

Dr. Nguyen

PAC M.eeting Minutes: November 24, 2015 Attendees: Judith Burns, Royster Miles, Yonina Graham, Tom Muyunga Mukasa, Georgia Sleeth, Surayna Spicer, Anjana Sharma Guests: Dr. Rita Nguyen

A) Therapeutic Food Pantry (TFP) Update 1. Dr. Rita Nguyen presented about the Therapeutic Food Pantry (TFP) Program, a

comprehensive, clinically-based, community-oriented prescription food program that will allow providers to prescribe their patients food

2. The TFP would provide patients with a prescription to food, nutrition education, cooking classes and recipes, cooking tools/spices, and community resources

3. Piloting with clinics at SFGH over the first three weeks of December 4. PAC members as part of that pilot

a. T~ank you all for staying after to get your Roadmap to Health t Rita and her team will be reaching out to you all by phone in the coming weeks to hear about your experience,

B) Announcements 1. Volunteer Hours

a. Confirmed with Bruce that PAC Volunteers will need to do 4 hrs/month Action Items:

D Georgia to send Bruce Johnson & PAC members the roles/responsibilities for PAC Volunteers

D Georgia to follow-up with Bruce about meal cards 2. 33 Bus Line

a. The SF Health Department has been meeting with MTA to discuss patient concerns about eliminating the 33 Bus Line

i. No changes will be made to the line prior to March 2016 ii. The hospital will have a community meeting in the new year with MTA

for the community to ask questions b. To contact MTA directly on this issue, contact:

i. Sean Kennedy (Muni Forward Program Manager): [email protected]

ii. Feedback Form: https://www.sfmta.com/feedback Action Items:

D Georgia will keep PAC updated on the next hospital community meeting to discuss this issue (January or February of 2016)

3. Surayna . a. Surayna will be leaving her position at the Family Health Center on December

11 to purse new avenues to provide services/care to the community using her robust skillset

i. Surayna-you have been such a valued ancj appreciated facilitator for the Patient Advisory Counsel for the last year. As mentioned in the meeting, we are all so proud and excited to see what you do next! You will be dearly missed.

C) Stretching Circle Break!

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· D) Flouide Varnish Thermometer 1. Provided feedback on a fluoride varnish thermometer to track how many children (ages

0-6) are getting a fluoride varnish wash at the clinic 2. There will be one poster in each waiting room for both patients and staff to monitor 3. Feedback to be shared with Quality Improvement Team:

a. Number of people rather than percentages b. "Did you get yours?" c. Description of the project (establish the need, make it dear it's for children) d. Add cartoon graphics (teeth, children, etc)

Action Items: D When in clinic next, brainstorm the best place to put the thermometer in·

the team waiting room and snap a photo I D While you're there, also snap photos of the waiting room overall~ we'll

use these during our next meeting when brainstorming some patient waiting room materials/posters

E) December QI of the Month Feedback 1. Provided feedback on patient letters for missed appointments. See attachments in

email for letters.

F) Next Meeting: Tuesday, December 22 from 2:00 - 3:30pm {I will try to reserve us a room on the 3rd Floor of Building 80 as I know people preferred that location)

1. It will be a potluckl If you wish, bring your favorite holiday dish. Don't worry if you are unable to bring anything -we will have food there! Agenda Plan:

a. We will be brainstorming other waiting room improvements

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Family Health Center Patient Advisory Board I SFGH MiAS i&iWi •t~n...,.,...-4Go -- - ---~~ ot ::dlii m 1er Z!2LA' 1

2:00 - 2:10pm


December 22, 2015 2:00-3:30pm

SFGH Building 80 3rd Floor, Room 335

Welcome· & Updates! • Call to order & sign-in • Introductions • Announcements (HTN Workgroup) • Feedback from TFP Event

Georgia

1-------~-----------·-----·--·---·-···-~----·---·----

2:10 - 2:1Spm

2:15 - 2:30pm

Explain your Potluck Dish! • Help yourself to food

• Describe your potluck dish if you brought

Medical Legal Partnership Patient Flyer • Feedback on patient flyer far M LP

Services

2:30 - Z:40pm Break • Stretching Circle

--------------~-------

Z:40-3:00pm

3:00- 3:0Spm

l ___ _

Waiting Room Materials Brainstorm • Posters? • Flyers? • Pamphlets?

Next Meeting • PAC Holiday Party!

Friday, January 8, 11:30am - lpm Conference Room 505

P105

Everyone!

Everyone!

Everyone!

Everyone!

Everyone!

PAC Meeting Minutes: December 22, 2015 Attendees: Judith Burns, Jody Hayes, Royster Miles, Yonina Graham, Georgia Sleeth, Laura Miller, Anjana

Sharma

A) Updates 1. Potluck Dishes

a. Happy New Vear! Thank you everyone for bringing a holiday snack for all of us! We hope you all had a wonderful holiday season!

2. Volunteer Hours a. Try to finish up the volunteer process by the end of January! b. PAC volunteers will be issued a meal card! Action Items:

D PAC Volunteers to contact Bruce Johnson directly at [email protected] to request meal card

B) Medical Legal Partnership Patient Flyer 1. Provided feedback on MLP Patient Flyer:

a. Overall, a little too plain b. Reduce white space c. Add a visually appealing graphic

2. Flyer will be updated and translated into Spanish and Chinese and then you should see it in the clinic soon!

C) Waiting Room Materials Brainstorm 1. Tour of waiting rooms to look for ideal location to hang Quality Improvement

Thermometer (this month: fluoride varnish) a. Green/Gold Teams: by each nurses station b. Blue: Above the TV c. Red: In place of the current tapestry

2. After touring the waiting rooms, new project: DECLUTTER THE WAITING ROOMS OVER THE NEXT THREE MONTHS!

Action Items: a. First step to do this, take photos of existing waiting room materials to see what

can be removed by the next meeting: D Royster: take photos of materials in Blue team waiting room D Yonina: take photos of materials in ~reen/Gold team waiting room D Georgia: t(!ke photos of materials in Red team waiting room

a. See photos attached to email for examples from red team

D) Next Meeting: Tuesday, January 26 from 2:00-3:30pm (I will try to reserve us a room on the 3rd Floor of Building 80 as I know people preferred that location)

1. As a reminder, Georgia will be reducing her working hours at the FHC from the start of February to the end of May to prepare for medical school. This upcoming meeting will be Georgia's last meeting for the next few months while she is away. Lili Kroll, the FHC program coordinator, will be filling Georgia's role in the meantime.

P106

2:00- 2:10pm

2:10 - 2:20pm

l r2:20 - 2:3Spm

1

2:35 - 2:45pm

2:45 - 3:10pm

3:10- 3:1Spm

Family Health Center Patient Advisory Board t~G~ t'd s-v ....,... nr= =t=n?'n """"""""• to n>T w.....,,. r -~- - r ..... ~


January 26, 2016 2:00- 3:30pm


Welcorn.e & Updates! • Call to order & sign-in

• Introductions

• Waiting Room.Chairs

• Volunteer Process

• Newsletter Updates

Upcoming Months of PAC

• Staff Transitions

• Meeting times

Mammogram Rates

• FHC Mammogram Rates

Georgia

Jodi

Everyone!

Dr. Sharma

·---------~.~.~--------~~-------1

Break Everyone! • Stretching Circle

·-~----~-~· -·--,-------Waiting Room Material Removal Project Everyone!

• Waiting Room Photos o Green/Gold: Yunina o Blue: Royster

o Red: Judith

Next Meeting • TBD with new staff

Conference Room 335

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Everyone!

---·----

FHC PAC Meeting

Tuesday:, January 26, 2016 - 2-3:30pm, Room 335

In Attendance: Anjana Sharma, Judith Barnes, Georgia Sleeth, Yonina Graham, Laura Miller, Royster

Miles, Tom Muyunga Mukasa, Jodi Hayes, Kenneth Janes

1) Volunteer Updates • Yonina still needs a badge • Tom was told by OHS to come back in February

2) Newsletter • Proposed ongoing column on how SFGH has changed patients; lives {patients' stories) • Jodi to edit, Royster to do write-up on chairs and waiting areas by next meeting (February),

Yonina to bring in template samples to help us figure out newsletter formatting.

3) Mammograms • Slight decline in rate of FHC female patients who've received mammograms (77% to 73%) • Barriers to mammograms include gatekeeper factor (primary care doctor has to make e

referral)~ doctors don't know about same-day appointments at Avon, patients are fearful and not emotionally ready, patients are not informed on the importance of prevention.

4) Waiting Areas • Red Team - some unnecessary artwork and public health info duplicates. Anjana to talk to

Ellie Uy-Smith re: redoing the Youth Wellness bulletin. Maybe take down the artwork and staff photos? Move brown suggestion box to a more strategic location?

• Blue Team - all public health materials and posters should be consolidated onto one wall of the room. Too many materials on too many walls= too much clutter. Once all PAC volunteers get their badges, could interview team patients like what Royster did in Blue Team waiting area.

• Gold/Green Team - take d_own the fiberglass rack in the back vestibule, it's empty anyway (all public health materials are in the wooden rack). Maybe take down posters that are put up too high?

• On all teams, by law, patient .rights have to be posted on walls. • . Georgia to coordinate with Minna Abdel-Wahab re: setting a date for tidying waiting areas

and putting in new chairs.

5) Transitions

• Anjana going on maternity leave in February. Josh Vendig, NP (Red Team lead) will be filling in.

· • Georgia cutting back FHC hours, Lilli Kroll filling in which means we'll have to change our usual Tuesday 2-3:30 meeting time.

Next PAC meeting: Tuesday, February 23, 2016, 12-1:30pm, Room 319

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Family Health-Center P~~ie: Advisory ~oard I SFGH

12:00 -12:10pm

12:10-12:25pm

I


February 23, 2016 12:00 - 1:30pm


Welcome & Updates! • Call to order & sign-in

• Introductions • Waiting Room Chairs : March


MLP Screening Form

• Feedback on social and legal needs screening form

Lili

Georgia

!-l-2-:2-5---1--2-:4_0_p_m-~--N-e_w_s_le_tt_e_r_U_p_da_t_e_s ____________ J_o_d_i __ ~-------

• Newsletter template

• Articles

!-~~----·-·--· -l 12:40 --12:45pm Break


k-12:45 - 12:55pm

------12:55 - l:lOpm

1:10 - 1:20pm

L_

Contraceptive Counseling Presentation

• One Key Question modifications

Waiting Room Material Removal Project

• Waiting Room Audit: make list of changes for waiting room

o Red: Judith o Blue: Royster o Gold/Green: Yonina

Actions .Items for MT • Develop action items from waiting room

audit to take to Management Team

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Everyone!

Diana Wu

Everyone!

Everyone!

j

Patient Advisory Council Meeting February 23, 2016 12:00-1:30pm

In attendance: Lili Kroll, Royster Miles, Jodi Hayes, Judith Barnes, Yonina Graham, Laura Miller, Josh

Vendig, Frank Harrison, Diana Wu

SFMEDICAL-LEGAL PARTNERSHIP- Frank Harrison, health advocate/volunteer with SFML

• Frank, from the FHC Medical Legal Partnership, asked for PAC input regarding screening form for

patientsto declare any social and legal needs.

• PAC advised about length, font size, and best ways of distributing the flyer itself.

• Frank will send us a final version of the flyer.so that PAC can see how our input has been used.

NEWSLEITER-Jodi Hayes

• Newsletter should be a platform for telling real-life inspirational stories and words of wisdom.

• Themes for newsletter:

1) Stories - "How FHC Saved My Life" can be an ongoing theme (more specifically about FHC

than SFGH).

2) Mindfulness - include articles about living mindfully, "Mindfulness vs. Mindlessness," etc.

• At next PAC meeting in March we will devote more time to fleshing out newsletter

stories/ sto ryte Iii ng.

ONE KEY QUESTION-Dr. Diana Wu, 3rd year resident

• Dr. Wu asked PAC for input on patient form for women ages 15-45 about their desire to become

pregnant and/or obtain contraception.

• PAC advised regarding language and the best way to give patients the form in a sensitive

manner.

WAITING ROOMS

• Red Team =Judith Barnes

• Blue Team = Royster Miles

• Gold/Green Team = Yonina Graham/Jodi Hayes

• Please analyze waiting areas, make two lists of what should be kept on walls and what should be

taken down. Please type up lists and send to Lilli Kroll by Feb. 29.

Follow-up items for PAC Members:

D Send Lili ([email protected]) lists of what you would like up in the waiting rooms and what

you would like taken down. Next meeting, we will review these lists.

D Draft any stories that you would like to include in the PAC newsletter. Next meeting, we will be

reviewing these stories as a group.

Next PAC meeting: Tuesday, March 22, 2016, 12:00-1:30pm, Room 319

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12:00 -12:10pm

12:10 -12:30pm

12:30 - 12:50pm

\ 12:50. -1:00pm



March 22, 2016 12:00 -1:30pm


Welcome & Updates! • .. Call to order & sign-in

• Introductions

• Waiting Room Chairs


• PAC Forms

• Hearts Grant, May 1~

PAC Coaching • Patients as drivers on satisfaction

• Elements of care that are important to patients

• Likelihood to recommend

Lill

Erin Curtis

·~-~---~·--~-

Waiting Room Lists • Review lists of requests for removals in

waiting rooms

• Develop action items from audit to take

-----'-_t_o_M_a_n-=a~ement Team ··------·

Everyone!

Break Everyone! _________ •-·-Stretching circle ----- ____ , __

1:00 - 1:30 pm Newsletter and Story Telling Jodi • Share stories

• Give feedback

• Figure out next steps for newsletter

• MLP Blurb?

p 111

Family Health Center Patient Advisory Board I SFGH -----·--------<-. - 0L .---Q"-- ------~-~,J_,_,M_,,._,..~

12:00 -12:10pm

12:10- 12:20pm

12:20 -12:40pm

12:40-12:45pm


April 26, 2016 12:00 - 1:30pm



• Introductions


• PAC Forms

• Newsletter Updates

Team-Based Care

• How patients view FHC care team

• Value in team-based care

Break

• Stretching circle!

Lill

Jody Hayes

Sofia Solorzano Flores Lucia Angel

Everyone!

-~~-....... ~------------ -------· --------.,.-------------! 12:45 - 3:1Spm Text Messaging

• PAC interest

• PAC feedback about where/how to register

• Volunteering?

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Lili Kroll

PAC Meeting

April 26, 2016

In attendance: Liliana Kroll, Laura Miller, Royster Miles, Jodi Hayes, Judith Burns, Josh Vendig, Sofia

Solorzano Flores, Lucia Angel, Ana Galdamez

Newsletter is almost done. Jodi has 7 stories prepped ("how FHC saved my leg," how the FHC garden

promotes mindfulness/meditation). Also mention Wellness Center classes/activities. The newsletter will

likely exceed 2 pages. Lili can help with layout/format. Re: cheat sheet - just include hours, NPAU, NALs,

other phone numbers. Leave out Drop-In info (for now).

Patient Experience Power Point on Drivers of Satisfaction (Lucia, Sofia, Ana):

Top three drivers of satisfaction: 1) regular personal doctor; 2) involvement in my care; 3) appointments

when I need them.

Top three drivers that need improvement: 1) appointments when I need them; 2) email/text availability;

3) waiting time ..

Jodi suggests pushing SFMTA or SFPD to increase street parking limit from 1 hour to 2 hours. There's no

way any appointment at SFGH finishes in< 1 hour.

What is a team and how do you communicate that to patients? A good team model 7 better patient and

staff satisfaction, improved quality of care, and reduced costs. It also builds awareness of what a team

member can do (i.e., a social worker or a pharmacist). Challenges= FHC is spread out between pt and 5th floors. Sometimes a Red Team PCP will be placed on Blue or Gold Team, etc. = the patient has to

familiarize himself/herself with different nurses and MEAs.

Perhaps a visual aid (i.e., "Get to Know the Red Team!.") will help - it's part of good customer service. It's

also good customer service if a floating MEA greets the patient with, "Hi, I'm __ . I know __ normally

works on this team but today I'm covering for her."

Patient Experience is conducting half-day trainings on patient reminder calls, which patient volunteers

can attend. All trainings are in the Learning Center (Building 30):

Wednesday, May 4, 8am-12pm

Wednesday, May 4, 1-Spm

Thursday, May 5, 8am-12pm

This summer FHC will be rolling out E-Clinical Messenger (eCM}, wherein patients sign a consent form and

can receive text and computerized voice appointment reminders. But first we need those consent forms.

Any volunteers want to table in FHC waiting areas and be in charge of collecting consent forms?

Next PAC meeting -Tuesday, May 24, 12-1:30pm, Ward 83

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--·-~- Family Health Center Patient Advisory Boar~ I ~FGH ~I...-." sr ·~••..,,.rrrtttt MC~ ~~~~"\..~.--.C ..... ,..:::1 ~

12:15 -12:30pm

12:30 -1:15pm


May 24, 2016 12:15 -1:30pm



• Introductions


• PAC Forms

eCM Text Message Volunteer Training • Review volunteer process

• Role-play registering patients

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Lili

Hee Jae

1:30-1:40pm

1:40 - 2:00pm



September 27, 2016 1:30-3:00pm


Welcome-& Introductions! • Call to order & sign-in

• Introductions o .New members o . Medical students

Waiting Room Improvement Updates

• Toys • Exam room survey for patients.

Lili

Anjana and Lili

• Decide: 2016-17 project_~---------~-Palliative Care Dr. Anne Kinderman

-------------·-TickiT

2:00 - 2:2Spm

12~25 ~ 2:30pm 1-------2:30 - 2:5Spm

Sivan and Tess

Team-B.ased Care Anjana and Lili

2:55 -3:00pm

• Impressions of team-based care • Positive and negative examples

____ • -" ~~?t would be helpful to know? Meeting with MEAs

• Re: privacy • Morning of October 5th

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Anjana

Ftnmy-=-C..-Csia-·-----.... -F_~ ..... m-· ~~~ Center Patient Advisory Boa~~ls~~~ FHC Patient Advisory Council

October 25, 2016 1:30 - 3:00pm


• Call to order & sign-in

• Introductions o New members o Medical students

1--~-- . . ---~-~·---,----"'--· . . ----·-···------·~----·-----------! 1:35-1:50pm SFHN Service Recovery Presentation Sofia Solorzano !i:so-i~ssp;;-~----- Ab~~rmal FIT L;tt;r F;;db~-ck-·----~---·~·~-Anjan~-and Li_li _____________________ l

~:::;~~::=~=~:~;:~~::::~~~~~=-:::::d~n =~~---~~~=-1 12~~-~-· --~--~-~------·-----·---- ··-·---·~--~-~----------·----~

2:1?_:.~:30pm ____ ~G..!~ Vi~ts/GrC!_up_~ar~------~-------.1'nj~!!~~~-~---·-----------~ -~:30-2~~9.E_m ______ ~-· -· _FHC Privacy Mem~ feedback ··-----~Ja~! an~ Lili -~-----.... --------! --~4~-3:00p~~--· ~~--·-Long-term Project Brainstorm . _J

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Family Health Center PAC (English Speaking} Meeting Minutes 10/25/2016 Attendance: Yonina Graham, Jody Hayes, Judith Burns, Royster Miles, Sandra Bacon, Tessnim Ahmad, Sivan Marcus, Anjana Sharma, Lili Kroll.

1) Welcome and introduction - Anjana (1 :30-1 :35) a) Talked about newsletter: Tess will resend updates articles

2) Abnormal PAP smear (FIT) letter feedback - Anjana (1 :35-1 :52) a) Problem: often do not hear back. Can be due to changing contact info, etc.

However, reaching patient is important to make future plans/do future tests. b) Feedback: Phrasing of "the result of the test was not normal" is scary.

Balance: need to show urgency, but also don't want to scare. Maybe have a buffer sentence beforehand. Change holding to emphasize need for follow up.

c) Envelope: could the envelope say "urgent"? Need to be careful with PHI. d) 24/7 availability: may not need to mention. e) 415-206-5873: What does this number contact?

3) All Team Meeting Invitation to Discuss Safety • Anjana (1 :52-2:00) a) Nov 3rd, 8:30-1 O:OOam. Hopefully mix of clinicians and patient advisors.

Discussing patienUstaff safety. Workshopping a scenario. b) Available: Sandra, Royster, Judith, maybe Jody. c) Patients: definitely see room for improvement, especially in wellness center.

They have been on the "receiving end" of agitated patients. d) Help do reminders/confirmations of attendance for team: Tess, Sivan, Anjana

4) TicklT - Sivan and Tess (2:00-2:15) a) Tested iPad and web based app. Got feedback from patients:

i) Larger text size for questions ii) Touchscreen. notice to alert patients how to fill out survey iii) Age question: switch to buttons Rather than scroll list iv) Bigger text on first slide For ease of reading v) Screen covers for sanitation?

5) SFHN Service Recovery Presentation - Sofia Solorzano et al. (2:15-2:40) a) Service recovery tools feedback. Scenario: wait time of 1 hour, despite arriving

early. Many patient advisors had experienced this before b) Could have been to19 that wait time would be that long c) Could have sent warnings of delays or current updated wait times

d) Goals: standardize concern/grievance process. Make system efficient -> Recovery Tool Kit. (Thank you/apology cards, business cards, recognition gifts, small gift cards). "We're sorry gift."

6) Mindfulness Exercises: Yoga and lilspirational Quotes - Judith and Anjana (2:40-2:43)

a) Quotes by Martha Graham, Choreographer. Thomas Edison, Inventor 7) Group Visits with Larry - Anjana (2:43-2:52)

a) Paid for by insurance. Mix of checkup and support group/education for specific condition (e.g. Diabetes). Includes Doctor, Educator, Peers

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b) Having membership problems. Question for PAC: why do we think attendance is low?

i) Sandra: already a member. Problems with meeting rescheduling for spanish class vs el)glish. She enjoys the meetings

ii) Some people leaving for travels iii) Add in announcement for the newsletter iv) ·Add a depression/anxiety group v) Could share agenda beforehand

8) Privacy Memo Feedback - Anjana and Lili (2:52-3:04) a) Choose 3 of the 6 suggestions as "high priority"

i) Podium relocation - #3 . ii) Lack of privacy screens for computer monitors iii) Installing partitions in large rooms - #4, close runner up iv) Curtains in exam rooms - #2 v) Two way windows often have no shades vi) Replace blinds - #1

• For Next Time: think about long term projects: privacy issues vs. waiting room issues. • 10/26/2016: Meeting with Clerks at 30 Van Ness (8:00-10:00, 3:00-5:00) • 11/3/2016: Meeting across the street. (8:30-10:00) • 11/16/2016: retreat • 11/29/2016: Next Meeting • 12/27/2016: Holiday Party with Spanish Group

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Family Health Center Patient Advisory Council I SFGH FariyllNllh & Urgonl c.,., C<rlg . I

,._,..,,. • CElflt 'Il'IP ........ 1.'i<:R~~ S'FS'*T*riO"";aJTano JO :4il'i: M tMr51''-.!I" ~- ti I 'l' ~ - ~·

1:30 - 1£35pm

1:35-1:50pm

1:50-Z:OOpm

2:00-2:05pm

. f os:2~2apm . I 2:20-2:30pm

2:30-2:35pm

2:35-2:55pm

2:55-3:00pm


November 29, 2016

1:30 - 3:00pm SFGH Building 80

3rd Floor, Room 335

Welcome& Introductions! • Call to order & sign~in • Assign timekeeper and minutes-taker

Lili

Review newsletter draft/layout Tess Thoughts on MySFHealth enrollment Anjana

·----=-~-----=---~~------~ ----· Report out from All Team Meeting Anjana and Jody

• Patient safety

• Reflections • Invitation to patient safety working

group - ·~-----·---------

F o 11 ow-up: FHC privacy improvement Anjana recommendations Mindfulness break/stretches All

·--------1 I

Hep C clinic feedback Carolyn Chu

PAC• de~:i:e~:ber 27th meeti~-g-?----~-A-ll-"-------~-~~----1

• Brainstorm long-term project o Privacy o Waiting room o Exam room o Other?

Upcoming dates: All

• December 27th 12:00-1:30pm:

Holiday Party with Spanish-language I PAC and FHC Staff I

• December 27th 1:30-3:00pm: TBA if I meeting _J

• January 24th: PAC meeting, enjoy the

h_o_l_id_a~ys_! __ ~----------"----------- . .

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FHC Patient Advisory Council Meeting Minutes (Action Items in Yellow)

November 28, 2016

Welcome and introductions Present: Anjana, Lili, Judith, Roy, Sandra, Jody, Tess, Sivan, Yonina

Review newsletter draft/layout • Articles are edited and ready • 2-page document is the goal

• Idea for theme is "New Year" • Articles encourage mindfulness as a stress-reduction and overall well-being strategy • Need to check all mindfulness resources, including Chaplain's resource - Jody will

confirm • Add brief description of who the PAC is

MySFHealth Enrol/ment • Similar to MyChart at UCSF but more modest version (e.g., can see lab results but

cannot make appointments) • Difficulty getting patients enrolled and even when enrolled, no support to access it

• Patient concerns o Little support for how to use it

• E.g., how do you log on? How do you know if you are registered? Who is the support staff?

o Privacy concerns (negative perceptions of the "cloud") o Concerns about receiving ads after enrollment o Satisfied with current mode of communication o Not user-friendly, no troubleshooting help

• Who is the best person to explain MySFHealth and when? o Options: register, in waiting room, vitals, with doctor, or after visit o Physician should mention it, and then have help desk staffed by IT personnel in

the waiting room to enroll patients while they are waiting

All Team Meeting • Extraordinary experience, humanized the whole health care team • Previous perception of physicians was arrogance, looking down on patients • Discussed ways to improve the patient experience and help the patient feel understood

and cared for

• Patient advisors learned how physicians think and that emotions are shared between patient and health care team

• Recruited "Committee to Enhance Safety in the FHC" o If interested in partidpating, first meeting is this Thursday 11 am-12 pm

• Please send more information to Judith, Roy, Sandra, Yonina, and Jody

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Follow-Up on Privacy Recommendations • QI Management Team is focused on the following based on PAC feedbac.k

o New blinds for windows o Exam room curtains

Hepatitis C Clinic Feedback

• Participation rate for hepatitis C clinic is low even though it provides a lot of useful information about what it is1 how it is spread, and treatment options

• Feedback o Long o Doesn't capture attention o Doesn't highlight important/key information o ADD hepatitis C and diabetes group visits to newsletter

Group Decisions

• Holiday party on December 27 during lunch time (12-1:30 pm) on 5th floor so clinic staff can come by

o Main course provided, but bring holiday sweets or drinks if you can o Quick PAC check in after the holiday morning lasting 15 minutes or so re:

newsletter, etc. • · Long-term projects

o Past work on waiting rooms - decluttered, new chairs o Ideas for NEW projects

• Bathrooms (more sanitary, inviting; also ensure bathrooms are only used by FHC patients)

• Patient safety • Exam rooms (beautification, add quotes and paintings) • Waiting rooms . • Patient privacy

o VOTE for NEW project • Bathrooms WIN as NEW project; specific ideas below

• More maintenance checks

• More hand sanitizer

• Bathroo!lls designated for children/families • Air freshener • Fresh coat of colorful (NOT off-white) paint

• Ensure sinks/plumbing are functioning • More cleaning

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File No. ------- 16092 Item No. 4 ------- SUNSHINE ... · SUNSHINE ORDINANCE TASK FORCE DATE ISSUED...

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Transcript of File No. ------- 16092 Item No. 4 ------- SUNSHINE ... · SUNSHINE ORDINANCE TASK FORCE DATE ISSUED...