2. 2 Patient Family Advisory Councils- Creating Lasting Impact Kris White, MBA, BSN, RN

3. 33 Welcome to Spectrum Health …where exceptional people create an exceptional experience for patients and families.

4. 4 Spectrum Health Overview Integrated health system Spectrum Health Hospital Group Spectrum Health Medical Group Continuing Care Division - home care, hospice, LTACH, sub-acute, VNA, and long term care Priority Health Areas largest employer Strong Value Proposition

5. 5 Spectrum Health Mission To improve the health of the communities we serve. Vision By 2020, Spectrum Health will be the national leader for health.

6. Patient Family Advisory Councils- Councils formed in 2006 Today there are 10 PFAC’s in Place Intentional support and growth of the councils Leadership engagement and support is essential 6

7. Ortho/Neuro Patient and Family Advisory Council United Hospital Patient and Family Advisory Council Reed City Patient and Family Advisory Council Patient and Family Advisory Councils Spectrum Health Executive Patient and Family Advisory Council Outpatient Services Patient and Family Advisory Council Cancer Program Patient and Family Advisory Council Fred & Lena Meijer Heart Center Patient and Family Advisory Council Helen DeVos Children’s Hospital Family Centered Care Advisory Council Women and Infant Services Patient and Family Advisory Council Helen DeVos Children’s Hospital Neonatal Family Advisory Council

8. 8 The Strategy Strategically and intentional integrate the experience of care as seen through the eyes of patients and families

9. Patient Family Centered Care Model Family is defined by the patient Patient and family are essential part of the healthcare team. Patients and families unique traditions, values and styles of communication are honored and respected. Families represent the continuum of care for patients. Families play a vital role in ensuring the well-being of the patient 9

10. Purpose Engaging patients and families in partnership with healthcare leaders, physicians, and staff to shape policies, program development, and decision making. The Patient and Family Advisory Council members act as consultants to the organization. 10

11. Structure PFAC Members are: Volunteers that are focused in unique purpose Partnered with Spectrum Health Leadership (Executive or Director) Representative of the communities we serve Representing diverse experiences 11

12. Infrastructure is Essential “Status” of Patient/Family Advisors Screening and Hiring Participation Expectations Terms Responsibility/Accountability Define Partnership Set and Measure Goals 12

13. Structure PFAC members commit to: Teamwork Respect Communication Compassion Confidentiality 13

14. PFAC Activities and Impact National and State initiatives and awards Mystery Shopping Evaluation of different service lines strengths and opportunities for improvement Partnering with teams to develop Experience Maps and Emotional Mapping to enhance patient and family experience Improve patient and family experience (Press Ganey Success Story 2009 Women Infant Services) 14

15. PFAC Activities and Impact Serve on system committees- Safety, Ethics, Quality, and Communications Develop processes that changed care model such as Discharge Phone Calls, surgical approach, Discharge instructions, Valet Parking, Way-finding Evaluating renovations and building projects to ensure that they are patient and family centered in their approach and function. 15

16. PFAC Activities and Impact Physician, resident, nursing, and ancillary staff education provided on the patient and family perspective through local and state universities. Patient panels to further engage staff and physicians with the Patient and Family Experience Interviews for key roles, ranging from Manager to Chief Operating Officer. Involvement in leadership retreats, staff celebrations, acceptance of national awards, and system wide addresses. 16

17. Outcomes Impact of driving patient satisfaction from the 50 th percentile to the 90 th percentile Changes in process to increase efficiency and safety for registration Impact outcomes of committees ensuring patient is engaged in solutions 17

18. 18 Creating Exceptional Experiences We will not achieve our vision without an intentional, strategic focus on the experience of care through the eyes of our patients and their families

19. Summary Each member of our Patient and Family Advisory Councils are invaluable to Spectrum Health. They challenge us to drive towards success and keep us vigilant in providing patient and family centered care. We are honored to have them engaged as partners in this work. 19

20. Questions? 20