1. Making Care Safer Through Patient/Family Partnerships
“I’m more than a body – I’m a person! Please hear me and see me”
Through the Eyes of the Patient
Making Care Safer Through Patient/Family Partnerships
May 17, 2016
By Chris Power
CEO, Canadian Patient Safety Institute

2. Patient Video
Share the patient video with the audience

3. Why did I take on the role of CEO of CPSI.
Tell a personal story of patient safety.

4. Our Mantra
Our mantra, ASK.LISTEN.TALK., creates an important shift through a new conversation among providers and between providers, patients, residents and clients. Through conversation, we can find the patient safety solutions to the challenges facing us today.

5. The Art of the Possible

7. The Vision to Change – the Courage to Succeed

8. If You’re Riding a Horse and it Dies, Get Off!
Grant and Forsten
Bigger Whip
Visit Places Riding Dead Horses
More Experienced Riders
Assemble a Committee
Poor Parenting
More Money

11. Group Exercise

12. The Key: Shift people’s feelings, not their thinking

13. How do patients see us?

14. Madge goes to the doctor…often…

15. Evolution of Patient Interactions
Doing to
Doing for
Doing with

16. Why Engage Patients?
“I’m more than a body, I’m a person. Listen to me - I have something to say.”

17. Why Engage Patients? Improved quality and safety outcomes
Decreased costs
Improved patient satisfaction
Improved staff satisfaction/engagement

18. Barriers:
Traditional, paternalistic care delivery models – resistance to the shift in power base to view patients as partners
Call for scientific certainty
Shift from “disease outcome-based” to patient-specific goal oriented care planning
Workload challenges
Knowledge and skills to support PFCC and engagement

19. Enablers: Organizational strategy Effective leadership
PFCC and engagement infrastructure
Orientation/education
Resources

20. What Makes a Difference in Creating Patient/Family Partnerships?
Having a Liaison/Facilitator
Having a Buddy or Buddies
Getting Background Info & Feeling Prepared
Being Invited/Encouraged to Add Voice/Opinion
Ample and Regular Time for Reflection/Evaluation/Improvements
Minimizing the Fear Factor(s)
These are some of the things that I feel really made a difference in creating effective partnerships/teams
From a patient/family perspective

22. Continuum for Creating Patient/Family Partnerships
Providing Input
Shared Decision-Making
Sharing Experiences
Collaboration
Increasing Levels of Partnership
I don’t think you get to shared decision-making in one fell swoop – at the first meeting let’s say.
I think it is a process of relationship building.
It generally starts with sharing experiences. Then by providing input.
Usually follows that there begins collaboration. Brainstorming together.
Then shared decision-making.
Like any good relationship there are supports. Listening, respect, information, trust.
Our Working Group began by hearing experiences like John Lewis’. What it was like to be left in the dark, initially. How it left as a family member (the father) to be left out of the process of disclosure and the analysis – even when you had important information that might help with the investigation – make the system safer for the next patient.
As a member of the team, I was able to provide input into what I felt organizations were missing by not including patients/families – we had discussions about ‘the fear factors’.
By collaborating with the Working Group and a broader team of patients/families we developed what we felt was an important addition to the document.
An introductory section on patient/family and TIPS for including patients/family in the process.
In terms of shared decision-making, as a full member of the team,
Listening
Respect
Information
Trust
Relationship Building
© Nettleton & Prowse

23. Goal of full participation by all members and shared decision making
Partnership
Goal of full participation by all members and shared decision making
Partnership is really like a gem
Precious in that it allows many different angles or perspectives that provide light / solutions / new knowledge to glimmer

24. A New Response for Patients
They listened.
They acknowledged.
They apologized.
They made a commitment to learn from this situation.
They didn’t get it all right, but it was a step forward.

25. Patients - disappointment
The disappointing unanticipated medical outcome (first harm)
The disappointing way the healthcare providers behave after an unanticipated outcome (second harm)
Research suggests patients are more forgiving of the first disappointment than the second.

26. Patients as Partners
“We can forgive them that our daughter died but we can’t forgive them for how they treated us after she died”.
Jessica’s Family

27. Thank You