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