The Patient Advisor’s Voice in Patient and Family Engagement
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Transcript of The Patient Advisor’s Voice in Patient and Family Engagement
The Patient Advisor’s Voice in Patient and Family EngagementEssential Hospitals Engagement NetworkDecember 3, 2013
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OUR NEW NAME
We’ve rebranded! The National Association of Public Hospitals and Health Systems is now America’s Essential Hospitals. Although we’ve changed our name, our mission is the same: to champion hospitals and health systems that provide the highest quality of service to all by achieving the best health outcomes for every patient, especially those in greatest need. The new name underscores our members’ continuing public commitment and the essential nature of our work to care for the most vulnerable and provide vital community services, such as trauma care and disaster response.
This is an exciting time for us and our members, as we lean forward into new care models, opportunities and challenges of reform, and quality and safety innovations that often take root in our member systems. Our new website address: www.EssentialHospitals.org
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CHAT FEATURE
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RAISE YOUR HAND
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SPEAKER INFORMATION
John Young, RN, MBA
Improvement Coach
Essential Hospitals Engagement
Network
Sharon Cross, LISWPatient/Family Experience Advisor Program Manager
OSU Wexner Medical Center Patient Experience
Department
Cortney ForwardPatient Family
Experience Advisor OSU Wexner Medical
Center
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ACKNOWLEDGEMENTS
• Lisa’s husband died in 2010 from medical errors which occurred during a 1991 surgery
• Lisa is committed to applying what she has learned from her life’s experience to improve patient safety
• Her goals include preventing breakdowns in handoffs/communication and educating patients on actions they can take to protect themselves from medical errors
Lisa FreemanPatient Advocate
Treasurer, Connecticut Center for Patient Safety
Principal, Patient Advocacy of Connecticut
Patient Advisory Board member, Brigham and Women’s Hospital
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AGENDA
• What is the EHEN and what topics are coming in 2014?
• Which change strategies have been effective in growing a patient advisor program? - Sharon Cross, LISW and Cortney Forward, PFEA
• What are four tools that can jumpstart your PFE efforts?
• Q & A
• Wrap-up and announcements
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PARTNERSHIP FOR PATIENTS
Partnership for
Patients (PfP)
• CMS-funded• Reduce 9 hospital-acquired conditions by
40%• Reduce readmissions by 20%
Hospital Engagement Networks
(HENs)
• 26 contracted organizations
• 3,700 U.S. hospitals
Essential Hospitals
Engagement Network (EHEN)
• 22 hospitals nationwide
• Only safety-net focused HEN
• Special focus on health equity
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EHEN PFE RESULTS (AS OF JULY 2013)
The Partnership for Patients encourages the adoption of five PFE best practices.
1. Planning checklist: Prior to every scheduled admission, hospital staff provides and discusses with the patient and family a planning checklist similar to CMS’ Discharge Planning Checklist. The staff elicits questions or comments from the patient or family.
2. Shift change huddles/bedside reporting: When feasible, hospital conducts shift change huddles and bedside reporting in front of patients and family members.
3. Leader assigned: Hospital has a person or functional area, which may also operate within other roles in the hospital, that is dedicated to and proactively responsible for PFE and systematically evaluates PFE activities (e.g., open chart policy, PFE trainings, establishment and dissemination of PFE goals).
4. Committee/representative on QI team: Hospital has an active PFE Committee, or at least one former patient that serves on a patient safety or quality improvement committee or team.
5. PFE representative on board: Hospital has at least one patient who serves on a governing and/or leadership board and serves as a patient representative.
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PATIENT ADVISOR IMPACT – CAMBRIDGE HEALTH ALLIANCE
• Helped set the agenda for improvement» Lead the team (co-chair)» Refill process, access, new patient orientation, better care
transitions, patient-centered care coordination process
• Give depth to the patient experience and improvement processes» Redesign of Walking In the Patient’s Footsteps to formally
assess effectiveness of patient-centered interactions
• Break impasses and catalyze a move forward» Shared care plans for mental health» Adoption of patient portals, social media
• Be an active partner/leader in creating the change» Revised pediatric patient instructions to be readable to
patients» Redesigned waiting rooms, mental health referrals» Educational events for patients, online resources for parents
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Agenda
Advisor Program Overview
Advisor Program Expansion
Life Cycle of Advisors
Advisor Experience
Ohio State University Wexner Medical Center
Located in Columbus Ohio
State Tree – Buckeye Tree
Football – OSU Buckeyes
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Ohio State University Wexner Medical Center
Academic medical center with 18,000 employees Top 40 College of Medicine Six hospitals – heart, cancer, community hospital, rehab,
behavioral health, medical/surgical 1,240 Beds 4,482 Births 56,592 Inpatient Admissions 118,280 Emergency Department Visits 38,627 Surgeries 1,096,992 outpatient visits
87% of 2011-2012 “Best Doctors in America” are Ohio State Faculty
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Advisors
Current/previous patients or family members who have received services at Ohio State locations
Collaborate with Volunteer Services for screening Application Interview & reference check Background check & fingerprinting Orientation including HIPAA
All Advisors are required to complete this process
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Advisor Program - Timeline
2004• Customer Service Director began journey in James Cancer Hospital• Identified need for alternative patient/family feedback mechanism
2005• Graduate student coordinated 12 patient and family volunteers
2006
• Position in James Volunteer Services• 50% Volunteers• 50% Patient/Family ‘Advisors’
2010• Expansion across multiple hospitals• 100% Patient/Family ‘Experience’ Advisors
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Leadership Role
1. Hospital leadership recognizes that the work adds value (ROI)2. There is a commitment to improving health care outcomes
through meaningful partnerships with patients and families (THE ENGINE)
3. PFE is a priority for leaders, staff, physicians, and most important, patients and families (EXPECTATIONS)
4. A system and method to guide PFE planning, implementation, and evaluation can be established for the organization (STRUCTURE & PROCESS)
5. Centralization of oversight or guidance with PFE initiatives streamlines education, performance tracking, collection of best practices, and evaluation of outcomes (LEARNING AND SUSTAINING)
Sue Collier, MSN, RN, FABC - North Carolina Quality Center andNoCVA HEN10/21/2013 CMS PfP – Designated PFE Role Presentation
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Advisory Councils Structure
Patient Experience Committee
Physicians, Staff, Leadership (2 Advisors from Patient Advisory
Council)
System-WidePatient Advisory Council
22 Members
James Patient/FamilyAdvisory Council
(Cancer)
Buckeye BabiesAdvisory Council
(Women’s & Infants)
Harding AdvisoryCouncil
(Behavioral Health)
Sickle Cell Advisory Council
Future Councils????
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Recruitment, Selection, TrainingRECRUITMENTStaff/Physician referredWebsite, brochure or other marketing VolunteersQuarterly Informational Session
SELECTIONAdvisor characteristicsMotivation for volunteering
TRAININGVolunteer Orientation (HIPAA, safety, security)New Advisor OrientationSpecialized training based on committee assignmentsSpeaker Training – 2 sessions
Advisor Program Growth
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2006 2008 2010 2012 20130
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160
1221
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Advisors
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Advisor Comments – Fear of Involvement
Volunteer interest – limited time commitment
Personal growth – emotionally, physically, academically
“The Advisor Program has given me a voice”
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Contact Information
Sharon Cross, LISWPatient/Family Experience Advisor Program Manager
Ohio State University Wexner Medical [email protected]
614-293-0526~
Cortney Forward, [email protected]
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ADDITIONAL RESOURCES
• Partnering with patients and families in multiple settings and on various schedules across the enterprise
• Striking a balance between sharing information effectively and respecting confidentiality
• http://www.ipfcc.org/tools/downloads.html
See link in chat box
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ADDITIONAL RESOURCES
• Bedside shift report - http://www.ahrq.gov/professionals/systems/hospital/engagingfamilies/patfamilyengageguide/strategy3/index.html
• Discharge planning tool - http://www.ahrq.gov/professionals/systems/hospital/engagingfamilies/patfamilyengageguide/strategy4/index.html
See links in chat box
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THANK YOU FOR ATTENDING
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