Presentation on theme: "Patient and Family Engagement Recruiting for Patient Family Advisory Councils and a Review of Patient and Provider Engagement Tools January 8, 2014."— Presentation transcript:
Patient and Family Engagement Recruiting for Patient Family Advisory Councils and a Review of Patient and Provider Engagement Tools January 8, 2014
Avoid Readmissions Through Collaboration The collaborative is supported by Cynosure Health and the California Quality Collaborative (CQC), leading improvement experts in California, and is generously funded by the Gordon and Betty Moore Foundation.
Overview Goal Goal – Reduce 30 and 90 day all cause readmissions by 30% by the end of 2013. (30/30/2013) Successes Successes – >4000 readmissions prevented and > 39 million dollars saved – ARC 2 Strategies Strategies – Building a collaborative community with a shared goal – Sharing evidence-based transitions of care models and implementation practices In-person learning sessions and webinars – On-site technical assistance – Data collection and monitoring www.avoidreadmissions.com
ARC 2 Participating Hospitals San Francisco Bay Area Alameda County Medical Center Alta Bates Medical Center California Pacific Medical Center Chinese Hospital Eden Medical Center El Camino Hospital Marin General Hospital Mills Peninsula Hospital O'Connor Hospital Saint Francis Memorial Hospital San Francisco General Hospital Medical Center Santa Clara Valley Medical Center Sequoia Hospital Seton Medical Center Stanford Hospital St. Mary’s Medical Center St. Rose Hospital UCSF Medical Center VA Medical Center San Francisco VA Palo Alto Health Care System ValleyCare Health System Washington Hospital Healthcare System Beyond the Bay Lodi Memorial Hospital Saint Francis, Lynwood Saint Vincent Hospital Sutter Delta Medical Center
Speakers Libby Hoy, Founder/CEO Patient & Family Centered Care Partners Julia Hallisy, DDS, Founder and President The Empowered Patient Coalition
Engaging Patients & Families from the Bedside to the Boardroom Libby Hoy, Patient & Family Advisor Founder, PFCC Partners Copyright 2013, Patient & Family Centered Care Partners, Inc. ® All rights reserved ®
Our Story Fear Shame Disrespect Failure But it is also a story of…. Partnership Respect Collaboration Compassion Empowerment
My mission To share our experiences in partnership and true collaboration so that together we can improve healthcare for all of us.
Patient & Family Centered Care Partners PFCC Partners is committed to building a community of healthcare providers, administrators, ancillary staff, patients and families coming together to define best practices, share resources, connect with peers and access support and tools for integrating PFCC into their organizations. PFCC Partners recognizes that the quality of healthcare outcomes is improved when the expertise of the healthcare providers is partnered with the experience of the patients and families. From the bedside to the boardroom, patient & family centered care is about partnering to design policies, programs and individual care plans for the best possible outcomes.
Patient & Family Advisor Patient & family advisors serve in a variety of healthcare settings sharing their personal stories to represent all patients & families in providing an educated perspective of care by bringing authenticity, empowerment, respect and inspiration to the design and delivery of healthcare systems. Patient & Family Advisor roles include partner, educator, speaker, listener, advocate, collaborator and leader, ensuring the focus of healthcare is centered on the patient & the family. Collaboratively written by Patient Family Advisors assembled by the IHI at the 2012 IHI Forum, Orlando FL
Setting the Table for Success Direct tie to strategic plan of the organization Senior leadership at the table PFAC is reflective of the population the organization serves Managers must be on board Culture of Continuous Improvement Implied Importance Recognize Patients & Family members as a resource Top Down Buy In -Philosophically -Programmatically -Financially Dedicated Staff Resources
5 Gateways Setting the Table in the OrganizationRecruiting Patient & Family Advisors Training & Orientation of Patient & Family Advisors First MeetingsSustainability Practices
FAQ’s What is the right number of PFA’s? No perfect number, though majority +/- 12 Can staff serve in the role of PFA’s? Not recommended, PFA’s are in the room with a singular purpose How many staff members serve on PFAC’s Recommend 30% of total, including leadership no more then 50% Should PFA’s go through Volunteer Orientation? Ultimately, YES What about confidentiality? Patients who complete applications are sharing their experiences voluntarily. PFA’s should sign confidentiality agreement with the organization.
What Does Success Look Like? PFA’s receive training specific to the role PFAC agendas are created in partnership PFA’s are seamless in the fabric of the organization, rather then ‘heros’ or revered guests Every program, policy & design process involves PFA’s from the outset Every staff person in the organization recognizes the value of PFAC & supports it’s activities Senior leaders support the sustainability of the PFAC and recognize it as a critical component for Improvement efforts Robust structure for PFAC integration
Strategies for Partnering Open ended questions to clarify families’ understanding Provide choices Provide unbiased information Use interpreters Use simple language Patience Sit down, slow down as much as possible Assess the patient and families understanding of the current medical condition Offer family comforts and resources TALK about your concerns Empower & guide the patient & families in their desire for information and knowledge The Teach Back Method http://www.nchealthliteracy.org/toolkit/tool5.pdf
What Does Success Look Like? Calm Comfortable Confidant Copyright 2013 PFCC Partners, Inc. ®
Contact www.pfccpartners.com Libby@pfccpartners.com 5199 E. Pacific Coast Hwy, Suite 306 Long Beach CA 90804 562.961.1100 ®
About Us A consumer and advocate- led non-profit organization that works to inform, engage, and empower patients, family members, caregivers, and providers. About Julia Hallisy: Mother, Wife, Dentist, Author, Patient Advocate, Former Hospital Volunteer Our website is optimized for mobile devices
My Inspiration Katherine “Kate” Hallisy 1989-2000
Life-Threatening Illness & Hospital Infection Cancer diagnosis, chemotherapy, radiation, loss of right eye Several years later, a 30-minute biopsy for recurrent lesion in leg 48 hours later – rash, fever, lethargy, kidney failure PICU on life support for 7 weeks with sepsis, ARDS C-diff, bed sore, ICU psychosis, PTSD Permanent heart and lung damage Delay in limb-sparing surgery = above-the-knee amputation Post-amputation wound infection and severe phantom pain Months of physical therapy Financial cost = $396,000 in 1997 dollars
Challenge – Discharge, Home Care, and Preventing Readmissions A clear goal – we want you to heal well and not come back to the hospital Explain that discharge is a transition – and it can be challenging work Discharge instructions, discharge summary, medication lists and reconciliation Who will be helping at home? Assess their health, skill, and availability Complications to watch for and a phone number to call Teach patients to recognize signs of wound or SSI and what action to take Improving the healing environment – nutrition, stress, sleep, support… Patients know when to return for visits, which doctor to see, appointment is scheduled, confirmed, and there is follow-up Home visit or calls Investigate volunteer options – California Pacific HELP program is an example!
Things Can Be Different Patients have skills and confidence to be part of the team Patients communicate effectively with SBAR scripts and coaching Patients prepare for visits in advance and help with visit summaries Patient and family involved in the daily hospital care plan Patients engage and self-manage as true partners
What Would Katherine Say? We are at a fork in the road There is no middle ground People are suffering and dying We can, and must, do more Why is it taking so long? You can make it better Take the first step!
Informing Patients Building Partnerships www.EmpoweredPatientCoalition.org Free Hospital Guide Factsheets and Checklists Free Patient Journal Apps Patient Safety Training Sign up for our Newsletter