Disclosures The presenter has no financial relationships to disclose. This continuing education activity is managed and accredited by Professional Education Services Group in cooperation with AMSUS. Neither PESG,AMSUS, nor any accrediting organization support or endorse any product or service mentioned in this activity. PESG and AMSUS staff has no financial interest to disclose. Commercial support was not received for this activity.

Learning Objectives: At the conclusion of this activity, the participant will be able to: Describe how an MTF can sustain a commitment to outstanding patient experience despite turnover in leadership and staff Describe the role, benefits, and limitations of an MTF Patient and Family Advisory Council Describe best practices and lessons learned in improving the patient and family experience at Fort Belvoir Community Hospital

Obtaining CME/CE Credit If you would like to receive continuing education credit for this activity, please visit: http://amsus.cds.pesgce.com

Patient Engagement The Fort Belvoir Community Hospital Experience Patient Family Advisory Council

Where evidence-based design meets patient and family centered care in a culture of excellence

A Culture of Excellence … from your first contact with our network to delivery of care.

PFAC Vision and Mission The Patient and Family Advisory Council Program is dedicated to strengthening collaboration between patients and family members and the health care team so as to enhance the ability of FBCH to deliver the highest standard of safe, comprehensive and compassionate health care. The Patient and Family Advisory Council will serve as the “voice” for patients who receive treatment at FBCH and clinics and their family members.

PFAC Purpose Strengthen communication and collaboration among patients, families, caregivers and the Fort Belvoir Community Hospital staff. Bring the patient /family perspective to hospital operations. Improve patient safety, quality, and delivery of care. Provide feedback about the needs and experiences of patients and families. Serve as a resource on a wide variety of issues, services and policies. Provide insight about how to humanize the healthcare experience. Provide patient and family insight into the planning for new services, programs, facilities, and facility renovations. Share our unique experiences and help us make a difference in the lives of other patients and their families. Develop community awareness of the PFAC through engaging the community.

Qualities and Skills of Patient and Family Advisors Seek Individuals & Families Who Are Able To: Share insights and information about their experiences in ways that others can learn from them See beyond their own personal experiences Show concern for more than one issue or agenda Listen well Respect the perspectives of others Speak comfortably in a group with candor Interact well with many different kinds of people Work in partnership with others

Patient Representation* [non-voting] Deputy Directors Board ECONS ECOMS Patient Representation (Non-Voting) Provision of Care Patient Rights and Ethics Patient Education Resource Council Patient Centered Medical Home PFCC Steering Committee Others TBD

PFAC Contributions/Impacts Advance Directive [coordination] RRT Trifold [coordination] FBCH Art Committee and Display Cases Transition [JTF Wargame, DIL, orientation] Board of Directors / Committees PFAC presentation to newcomers’ orientation Family Presence and Family Guests FBCH Instruction [coordination]

Family Presence and Family Guests TJC Compliant: Patient names primary support person Family presence (sofa beds) throughout stay (24/7) No “visiting hours” No minimum age for visiting Password for telephone info Rounds and nurse shift change at bedside Telephone dial in for rounds/discharge planning Personal pet visit procedures ICU included

Patient Information Card 3224 Unit: Password ____________ Nurse Station: 571.231.___ Patient Family Centered Care Our patient family centered approach is based on an understanding that family members are a primary source of strength and support. The healthcare team will be able to provide general information about the patient’s condition to family members who call in and have the password or who are with the patient at the bedside. Each room has a phone to allow the family to participate in healthcare team rounds, nurse shift change report, discharge planning and ask questions as appropriate. Our staff will make every effort to accommodate patient and family requests to participate.

Patient Orientation – started Jun 2015 PFAC initiative, hospital staff support Agenda/Presentations Patient Family Advisory Council MHS / NCR / FBCH Orientation Culture of Excellence Patient Centered Medical Home Department of Pharmacy Department of Radiology Department of Pathology Specialty Care Patient Communications Volunteer FBCH! Tricare Online Registration TOL/Secure Messaging Tours

Your voice is important to us! We want to hear from you.

Customer Service When you are greeted Reception desk distractions Display professional appearance Professional conduct Overall satisfaction with service

Patient Engagement Rights Responsibilities Safe, quality care and respectful treatment Privacy and confidentiality of health information To know the identity, title and role of caregivers Responsibilities Let care team know if you don’t understand the plan of care Share concerns and compliments Communicate with your care team

3,126 comments collected FBCH Gallery Walk – 2015 Comments sorted and categorized based on common themes Results analyzed Presentation created Report summarized findings

What is Important to you?

What is your biggest Frustration?

What am I Happy about?

WE are Warrior and Family care Our mission exists To partner with patients and families, To collaborate on the journey towards sustaining health and wellness. WE ask WE listen – WE hear WE do – with YOU. WE are Fort Belvoir Community Hospital And WE are Warrior and Family care FBCH PFCC Mission Statement May 2012

CAPT Jennifer Vedral-Baron, immediate past Director, FBCH, farewell speech 17 Jun 16 “The Patient and Family Advisory Council--you are our partners in health- you are fully engaged in and invested in our success. You provide valued guidance to our leaders. You keep us grounded, remind us when we are not meeting the mark and assist us in improving in ways we could never have imagined. All without pay or much adieu! We will continue to need and appreciate your input and innovations. You have proven the concept that a healthcare organization can successfully partner with patients to deliver services in a manner they want and when they want them. I expect there will be many more successes!”