1. Transplant Patient-Centered Care The Henry Ford Experience November 10, 2011 Marwan Abouljoud, MD, FACS Patricia Kosel-Rozanski, R.N., BSN Elizabeth Rubinstein, TLC Coordinator

3. Pledge To improve and extend life by meeting the needs of transplant patients and their families with compassionate, innovative and personalized quality care.

4. Collaborative inquiry Inclusion, inspiration and integrity Empowerment Positivity Emotional intelligence principles Intentional change Culture

5. STEERING COMMITTEE WORK GROUP PROGRAM DIRECTORS STAFF FORUM QUALITY COMMITTEE REPORTING COMPLIANCE CONTRACTING FINANCE MARKETING OUTREACH TRANSPLANT RESEARCH CLINICAL OPERATIONS COMMUNICATIONS CME DATA GROUP COUNCIL OF ADVISORS STAFF ADVISORY PATIENT CCC TLC

6. Transplant Living Community (TLC) Patient Centered Care Committee (PCCC) Discussing a framework of engaging patients in the transplant experience Transition from pre transplant to post transplant Role of patients DISCUSSION The Henry Ford Experience: Listening from all directions

7. TLC Program Established June 2008 Principles based upon hospice volunteer model and national mentorship programs Great patients = Great ambassadors Training Curriculum –HIPAA guidelines and patient safety –Understanding lifestyle versus medical issues –Mentorship with trained TLC ambassador

8. Positive resource for patient communication Establish tools for patient to self advocate Educational support for patient and family Address life style issues outside medical arena Reinforce health care compliance Complement medical staff goals Community outreach TLC Objectives

9. Patient Centered Care Committee An integrated multidisciplinary approach established January 2010 to improve the excellence of care based on medical expertise and patient experience

10. Patient Centered Care Committee Members –Healthcare representatives from all transplant disciplines, TLC ambassadors, patients –All are stake holders in PCCC success Feedback – Action driven model –Consistent message/education –Patient safety foremost –Engagement aligned with patient needs from both healthcare members and patient perspectives

11. The 3 Tiers The 3 Tiers An integrated approach to patient centered care Treatment PlanTreatment Plan Care PathwayCare Pathway Patient GoalsPatient Goals

12. Engage, Empower, Improve Through the combined efforts of TLC, PCCC, and the 3 Tier approach, transplant patients will be empowered, engaged, and show an overall improvement as evidenced by:

13. Consistent communication Increased patient satisfaction Increased compliance Establish a healthy lifestyle Decreased readmission Adaptability with future needs and healthcare reform Engage, Empower, Improve

14. “Friends are those rare people who ask how you are and then wait to hear the answer…” Ed Cunningham The Henry Ford Experience: Listening From All Directions