1. The Patient and Family Centered Care Methodology and Practice Strategies to Deliver Exceptional Care Experiences, Efficiencies and Outcomes All in One By Anthony M. DiGioia III, M.D. Speaker - Michael Celender The Innovation Center of UPMC Pittsburgh, PA

2. The Cliff Notes: PFCC Methodology and Practice (PFCC M/P) Back to Basics: Patients and their Families Focus = Care Experiences Viewed through the Eyes of Patients and their Families Engages Patients, Families AND Care Givers at all times Develops a Sense of Urgency to Drive and Maintain Transformational Change PFCC is the “Methodology” and Pathway to get us from Current to “Ideal” State Only Need to Refocus EXISTING Resources PFCC can be used for any care experience i.e. offices, hospital, insurance companies, etc… PFCC is a Performance Improvement Tool that includes process improvement

3. All were a success because they focused on the patient and family care experience…. Most organizations and hospitals can’t explicitly explain how they got there…“no methodology” If it is a solution for one region will it work somewhere else? The difficulty is to show and teach others how to get there and to have widespread and rapid adoption! Many individual success stories…

4. Current State Ideal Experience Six Steps to Transform Care 1. Care Experience 2. Guiding Council 3. Current State, View Care, Urgency 4. Working Group thru Touchpoints 5. Shared Vision for the Ideal 6. PFCC Projects and Improvement Teams PFCC Methodology and Practice: An Experience Based Design Science

5. One Example of the Hurdles: PFCC Cuts Across Silos and Enables High Performance Care Teams* Home Health Insurance Pharmacy Home Health Outpt Therapy Skilled Nursing Facility Physician Office Acute Hospital *The ONLY Common Denominator: Patients and Families

6. Exceptional Outcomes Exceptional Quality and Safety Exceptional Efficiencies Exceptional Care Givers and Teams More than Satisfied…Engaged Patients and Families Exceptional Outcomes Exceptional Quality and Safety Exceptional Efficiencies Exceptional Care Givers and Teams More than Satisfied…Engaged Patients and Families The Key: PFCC = FOCUS = Exceptional Care Experiences…and you can then achieve it all: We will never go wrong if we focus on the needs of our patients and their families!

7. “Co-Design” Care Delivery for the Future Patients and Families Working Together with Care Givers to Design the Care Delivery System Care Givers Patients and Families PFCC enables value added innovations inspired and driven by engaging patients/families in the development of current and future care delivery systems…radical idea?