Henry Ford Health SystemPatient-Engaged Research Center
(PERC)R24 Grantee Group
June 25, 2015
AHRQ 5R24HS022417-03
Presenters (Topics) Karen Kippen, MSA (Infrastructure/Planning)
– Exec. Director, Patient-Centered Outcomes Research
Stephanie Ryan (Virtual Insights Community)
– Manager, Marketing Research & Analytics
Nancy Combs, MA (Community Partnerships)
– Director, Community Health, Education, Wellness
Heather Olden, MPH. (REAL Rounding)
– Epidemiologist, Public Health Sciences
Patient-Engaged Research CenterBuilding the Infrastructure
Karen Kippen
I INVENTED
NOTHING NEW. I SIMPLY ASSEMBLED THE
DISCOVERIES OF OTHER
MEN BEHIND WHOM WERE
CENTURIES OF WORK…
ALL THE FACTORS THAT MAKE
FOR IT ARE READY
AND THEN IT IS INEVITABLE.
-HENRY FORD
Patient-Engaged Research Center
Dissemination
&
Implementation
Patient Data Network
Study Design, Analysis,
Measurement
Patient Engagement
What questions should we ask to
serve patients better?
Patient
Advisors
How do we spread
knowledge to the community to improve care?
How can we collect and
summarize the data?
What process should we use to
study this?
Bringing the Pieces Together
PERC’s Strategic Plan
1.Sufficient and highly trained research staff2.Create a large network of community
organizations (30) and patient advisors (300)3.Develop efficient core structures, processes and
clearly defined models for research4.Grants and publications to disseminate scientific
knowledge.
Henry Ford Insights Community
Stephanie Ryan
Henry Ford Insights
What is Henry Ford Insights?
Online community Members: our patients Conduct surveys to gather feedback
Henry Ford Insights
Why did we develop Henry Ford Insights? Goal: Provide actionable consumer intelligence to drive
growth and improve care. Objective: Gather voice of customer insights on topics such
as: program and service improvements, care experiences and communications.
Strategy: Build and maintain an online insight community, focused on ongoing engagement, to capture the voice of patients to better inform decision-making processes.
Henry Ford Insights
Henry Ford Insights
Member Composition & Recruitment Target: 5,000 members; makeup to resemble our
patient demographics Criteria: 18+, MI resident; up to 1,000 employees
Jan. 2015 launch Patient emails, social media, website promotion Total members: 3,900+
Henry Ford Insights
Market Research Studies 1-2/month
System Collaboration Public Health Sciences, Marketing, Customer
Engagement, Web Services, Clinical Departments, Administration/Operations
Henry Ford InsightsOngoing Engagement Sweepstakes News
Study results Improvements as result of feedback
Henry Ford InsightsProfiling/New Member Survey
Join: complete new member survey; self-reported data
Zip code, DOB, gender, marital status, children, race & origin, education, HHI, employment
Henry Ford locations visited, providers seen
Henry Ford Insights
Research-related Study Example
Stakeholder: Public Health Sciences
Objective: Gather feedback on healthy lifestyle choices from parents with children 13-18 years of age
In field: March 18 – April 1, 2015
Henry Ford Insights
Research-related Study Example
Henry Ford InsightsResearch-related Study Example
Total completes: 167 Children represented: 223; 54% female, 46% male; 26%
with asthma
Results with respondent profile → Public Health Sciences to incorporate into Patient Engaged Research Center work
Henry Ford Insights
Clinical Care Study Example
Stakeholder: Primary Care
Research objectives:
Gather insight on awareness and use of immediate care services
Obtain consumer feedback on clinic name
In field: March 5 – 18, 2015
Henry Ford InsightsClinical Care Study Example
Total completes: 1,804
Results: Lack of awareness but strong interest in immediate care services; name change needed
Changes: Re-named clinic, promoting in communities to increase awareness
Community Partnerships
Nancy Combs
Barriers You May Have Experienced
Finding the right partners for your project
Gaining & maintaining trust
Setting workable metrics
Establishing effective communications
Sustaining a partnership
WIN Network: Detroit
Since 2008: Detroit Regional Infant Mortality Reduction Task Force
Detroit Medical Center
Henry Ford Health System
Oakwood Healthcare System
St. John Providence Health
System
Greater Detroit Area Health
Council
Michigan Association of Health
Plans
University of Michigan School of
Public Health
Wayne County Health Dept.
Michigan Department of
Community Health (MDHHS)
Institute for Population Health
Detroit Department of Health &
Wellness Promotion
Original Funding Partners Detroit Medical Center-Children’s Hospital of MI
Henry Ford Health System
The Kresge Foundation
Oakwood Healthcare System
PNC Bank Foundation
Robert Wood Johnson Foundation
St. John Providence Health System
U of M School of Public Health
W. K. Kellogg Foundation
$2.6 million secured over 4 years
WIN Network Detroit Community Partners
Assurance Wireless Black Family Development Black Mothers’ Breast Feeding
Association Brightmoor Alliance Chadsey-Condon Community
Organization Detroit Wayne County Health
Authority Interfaith Health & Hope
Coalition Matrix Human Services
Michigan Roundtable for Diversity & Inclusion
MichUHCAN Osborn Neighborhood Alliance Tomorrow’s Child United Way 2-1-1 Voices of Detroit Initiative (VODI) Wayne County Child Healthcare Access
Program Wayne County Medical Society of
Southeast Michigan Wayne State University
Three Interacting Components, Multi-Stakeholder Approach
1. Community health workers
2. Provider education on the Health Equity framework
3. Social media campaign www.winnetworkdetroit.org
After 3 years:
ZERO preventable infant deaths
among project participants
http://www.uky.edu/publichealth/hospital/collaboration
Finding the Right Partners
People partner with people.– Inside your own organization: Community boards? Ask for
an in-person introduction. Perhaps become a board member yourself!
– In your community: United Way 2-1-1? Neighborhood associations? Faith-based organizations? Foundation-funded efforts? Go to them.
Gaining & Maintaining Trust
Engage the “boots on the ground” neighborhood leaders
Meet people where they are
Build from the ‘win-win’ – what already matters to them?
Shared planning, clarity on roles from the start
Always deliver
Setting Workable Metrics Use Community Health Needs Assessment
Include assets as well as needs
Population Health approach
– ‘In-reach’ as well as outreach (e.g. Quality, Medical Home, Community Benefit implementation planning)
Simple to collect, meaningful & important to the people you serve
Effective Communications Process
– Listen first
– Strategic, frequent check-ins
– Transparency in sharing metrics
– Celebrate successes, STORIES as well as data
Tools
– Health-literate, culturally competent
– “High-tech & high-touch”
– Focus groups, interviews, surveys
From: To:
Sustaining a Partnership Plan beyond the grant cycle
– ACA, Population Health, Community Benefit, “non-traditional” models of care, replicability
Other types of organizational support
– Board membership, technical assistance
– Letters of support
– Employee volunteerism
Link community groups with each other
… “a relationship, not an outcome.”
Real Rounding
Heather Olden
Real Rounding As researchers, sometimes we don’t get to see
the other side of healthcare
This experience puts you face to face with real patients and their caregivers
You hear the good and the bad, no sugar coating
First impressions, interactions with providers, overall experience
Real Rounding
Group meets before and after rounding
Start with a patient story
Those present
– Executive leaders
– Clinical department managers
– Support service managers (engineering, catering)
Real Rounding
Met 3 Families
– 1 Readmission (“Frequent Flyer”)
– 2 New admissions
Feedback on the food, the admission process, interactions with the nurse on duty
Named Nurse whose service was phenomenal
Real Rounding
Valuable experience: Fun, informative, humbling
1 on 1 interactions with REAL patients and their family members
See healthcare through a different lens
Patients appreciated the rounding experience
Real Rounding Healthcare is not just about the diagnoses and
treatments we provide, but the whole experience
Patients see and hear EVERYTHING
Motivated me to strive to be a better healthcare professional
The patient perspective/experience is imperative to healthcare
Discussion / Questions