AHA HRET HIIN FELLOWSHIP Session 10: Celebration! Martha Hayward Tiffany Christensen Tanya Lord PhD, MPH

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1 AHA HRET HIIN FELLOWSHIP Session 10: Celebration! Martha Hayward Tiffany Christensen Tanya Lord PhD, MPH

2 Welcome and Introductions Mallory Bender, Program Manager, HRET 2

3 3 PFE Faculty Tiffany Christensen Martha Hayward Tanya Lord

4 Deliverables Organization Assessment Orientation Plan Action Plan PDSA (optional) Final Report It is not too late to complete any of these Everything in by September 29 th!!!

5 Fellowship in Review Where have we been? Where are we? Where are we going? 5

6 WHERE HAVE WE BEEN? 6

7 Fellowship Review Bridging the Gap: Quality and Experience Making the Connection: PFE Strategies Part 1 Making the Connection: PFE Strategies Part 2 When the Rubber Hits the Road: Action Planning Getting to Work: Implementation and Trouble Shooting Milestone Check: How is it going? Overcoming Barriers, Celebrating Successes Okay, Now What? Final Report and Sustainability Celebration!

8 PFE PFAC!!! PFE PFAC You can utilize PFE strategies even when you do not have a PFAC PFE PFAC Alternatives to a PFAC Focus groups Short term projects with community members Co-design projects (Ask Tiffany!) 8

9 Patient / Family Role in HAC Reduction Reduction Individual: The aim is to increase the skills, knowledge and understanding of patients and families about what to expect when receiving care. Health Care Team: The focus is to promote shared understanding of expectations among patients and providers when seeking care. Organization: The objective is to encourage partnerships and integrate the patient and family perspective into all aspects of hospital operations. Community: The emphasis is to expand the focus beyond the hospital setting and find opportunities to improve overall community health. 9

10 WHERE ARE WE NOW?

11 Lev Baesh, RN, MSN, CHPN, CLNC, Rabbi, MHL, JD Texas Hospital Association 11

12 Lev Baesh Austin, Texas Too many letters MSNBSNRNADNJDRABBIMHLBA Head, Heart, and Hands The gift my job gives me: Loving on my hospital leaders 12

13 The Chair Surveying the room Sitting bedside and see what you see Move the damn chair

14 The CNO Monthly readmission Un-diagnosable stomach ache Admitted for obs + Always time to chat Loves this little patient The cure

15 Notes From the Field Katie Chandler, MBA Director of Guest Resources 15

16 Lessons Along the Way Katie Chandler, Jackson, TN We are: West Tennessee Healthcare System 700 bed hospital and 2 small rural hospitals serving rural West Tennessee between Memphis and Nashville Among top 10 ERs in nation in volume Healthcare provided in 15 languages during More than 3,000 infant deliveries annually 5 intensive care units Our Journey: 2014 began PFAC journey as a global system-wide engagement team. Developed very structured by-laws to govern the program. Achieved limited physician buy-in with a directive to focus on general, global issues. Struggled to maintain diversity among advisors. Flow of recommendations and follow-up stagnated at department level. Advisors became focus group members. Achieved goals of way-finding, revision of our Guide to Guest Services, review of visitation policy, etc. 16

17 Wisdom vs. Knowledge 17 All work of the advisor should be meaningful and relevant to the advisor. Advisors with shared experience will likely bond more easily and develop common goals and structure more quickly. Seek demographic diversity among those with shared experience. (What is important to one group may not be important to another.) Engage advisors at the department level. Communication should be directly between caregivers and advisors for maximum and mutual engagement. Engagement may or may not be physician driven or accepted. Don t let that stop you. Go ahead and engage at every level feasible and possible.

18 Wisdom vs. Knowledge cont. Tie engagement to current organizational measures; HACs/core measures, HCAHPS, Press Ganey, etc. There is plenty of work to be done on these without making up new stuff just yet. Engagement comes in many forms. Don t limit engagement to a dinner meeting on every third Thursday. Your advisors will grow bored and so will you. Be creative. Tell your story. If people in your community and organization are still saying we didn t know we had PF Advisors, then your story isn t being told efficiently or effectively. Evolve. It s never one and done!!!!! Presented by: Katie Chandler, Dir. of Guest Resources,

19 WHERE ARE WE GOING?

20 HRET HIIN PFE Fellowship: A big step forward

21 A little trip down memory lane

22 1992 Patient- and family-centered care is an approach to the planning, delivery, and evaluation of health care that is grounded in mutually beneficial partnerships among health care providers, patients, and families. It redefines the relationships in health ~The Institute for Patient and Family Centered Care care.

23 2001 Providing care that is respectful of, and responsive to, individual patient preferences, needs, and values; and ensuring that patient values guide all clinical decisions ~Institute of Medicine 23

24 2007

25 2013 Co-design is a process and mindset that brings together patients & families, staff & clinicians, performance improvement experts & other improvement stakeholders to design new care and service offerings or improve existing ones. Reference: Kaiser Permanente

26 Translation: PFAs in RCAs Experience Based Care Co-Design Peer Rounding PFAs at the board level PFAC Table Task Groups Speaking within organization Secret Shopping

27 2017 The HRET HIIN PFE Fellowship combines work with PFAs in QI with targeted interventions to decrease specific hospital acquired conditions. With a focus on bringing in PFAs for project selection and keeping them engaged all the way through the improvement intervention, this Fellowship also has strong elements of codesign.

28 So where do we go from here? What went well during this Fellowship? What could have been done better? Will you join us for Cohort 2?

29 Bring it Home Mallory Bender, Program Manager, HRET 29

30 THANK YOU