Patient Engagement: Begins with Patient- and Family- Centered Care Bernard Roberson, MSM, BA, HSC Administrative Director Patient and Family Centered Care Georgia Regents Medical Center Augusta, Georgia

Principles of Patient- and Family- Centered Care Dignity and Respect- To listen to and honor all patient and family ideas and choices and to use patient and family knowledge, values, beliefs and cultural backgrounds to improve care planning and delivery. Information Sharing- To communicate and share complete and unbiased information with patients and families in useful ways and empowering so they can take part in the care giving and decision making. Participation- To encourage and support patients and families to participate in ways that enhance their control and independence. Collaboration- To invite patients and families members to work together with health care staff to ensure the development and evaluation our policies, programs, education and delivery of care.

Patient- and Family-Centered Care Philosophy and Practice

Respect and Dignity Attributes from patients include: Privacy – Knock before you enter Control – Ask my permission before touching me Choice – Ask me when I would like to have my meals Humor – Making me smile to take my mind off things Matter-of-factness – Give it to me straight I Matter – Make me feel as though I am a part of your family

Respect and Dignity

Information Sharing Orientation at Admission Bedside Change of Shift Sharing of Medical Information Discharge Planning

Information Sharing

Participation Involving family at Bedside Participation in Plan of Care during stay Training Family at Bedside Discharge Planning

Participation

Collaboration Inviting patients and families to become advisors Asking patients to partner on facility upgrades Inviting to patients and families to participate in potential employee interviews Assist with improving patient Satisfaction

Collaboration

Partner With Patients and Families… …at the Institutional Level …at the Program Level …at the Care Level

at the Institutional Level… Example: Create Best Practices from Patient Perspective In Medication Error Prevention Create Behavioral Standards for the healthcare system workforce

Nursing Practice focused change after Health Partners Dialogue Open medication at the bedside IDs checked (armband plus patient confirmation) Patient told name of medication and indication If patient or family questions, double check Review medication each time given with patient and answer questions

at the Program Level… Example: Multiple Sclerosis Clinic Doctors / Administrators Lets cure MS Get a genetics researcher Patients We want independence We cant use bathrooms in the clinic No one calls us back We need support

at the Program Level… Use a collaborative process of staff, physicians, and patients to establish goals and priorities for Quality Improvement Example: Emergency Services Visioning Retreat

Vision for Emergency Care (Draft Statement) Caring, Warm, Safe, Welcoming Environment Positive Relationships Even When in Difficult Situations Clear Communication that Supports Family Involvement Transparency Throughout the Process Collaborate with Patients, Family and Community to promote Appropriate Use Best Science and Humanism Important for Trainees To partner with patients and families using a multidisciplinary approach to provide compassionate world class emergency treatment in a teaching environment utilizing the best available resources.

PFCC In Action: Partnering with Families Charles Wilbur, RN, Emergency Medicine …it showed all of us the power of the dry erase board as a two-way communication tool and as a vehicle to engage a family member or the patient. at the Care Level…

Patient Engagement Incorporating the Four Principles of Patient- and Family- Centered Care into your practice, begins the process of Patient Engagement. And You will realize that it cost you nothing and saves time over time to get started!!!!