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: Understand how patient engagement tool with interviews or surveys can empower the patient to feel more in command of their care. Understand context of patient discussion guide use in this pilot study and the impact on the patient experience Understand the importance of sustained leadership commitment to this project to improve the patient experience, safety and care.

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

A patient demonstrates his brace and talks about his kids’ reactions.

A caregiver talks about the stress of caring for her fiancé, which is visible in her mannerisms.

At 2pm, there are very few patients in the orthopedic clinic but the team room is full. Staff are tripping over each other.

Data is printed on thousands of sticky notes so the team can collaborate on identify finding themes.

The team quickly sketches an idea… …and develops a mock-up with just enough fidelity to test with patients and gather feedback. The team quickly sketches an idea… “[It’s] really important to have the patient’s care team there (with pictures ideally). “[I] would like a feature to be that I can give direct provider feedback in the Care Map, that also goes to the provider’s supervisor.” “[I] want to be able to vision ‘where I am vs. where I should be’.” The team discusses the idea with patients, collects their input, and revises the idea as needed.

Key Findings Ortho & Podiatry Discussion Guide Pilots - Key Findings 1. The Guide was found to improve patient engagement and experience across populations. 2. An engagement disparity was found to exist for lower-ranking Active Duty patients. 3. Patients less familiar with the Clinic or provider benefited most from using the Guide. 4. Patients entered "waiting mode" after check-in, ignoring materials unless actively oriented. 5. The Guide's flexible design allowed for personalized use. 6. Patients had varying preferences for delivery format, indicating a need for multiple options.

Active Duty Civilian Retired #1. The Guide was found to improve patient engagement and experience across populations.

#2. An engagement disparity was found to exist for lower-ranking Active Duty patients.

#3. Patients less familiar with the Clinic or provider benefited most from using the Guide.

#4. Patients entered "waiting mode" after check-in, ignoring materials unless actively oriented.

#5. The Guide's flexible design allowed for personalized use.

#6. Patients had varying preferences for delivery format, indicating a need for multiple options.