Patient Family Advisory Council. Annual Report 2015

Transcription

1 Patient Family Advisory Council Annual Report 2015

2 Patient Family Advisory Council Annual Report 2015 Table of Contents I. About Tufts Medical Center II. Overview of our PFAC III. Membership A. Current Patient Members B. Current Staff Members C. Membership Growth over the Years D. Selection Criteria for Membership E. Member Roles and Responsibilities F. Orientation IV. PFAC Structure and Operations V. Annual Goals and Accomplishments A B C D E F

3 I. About Tufts Medical Center Located in downtown Boston in Chinatown and the Theatre District, the 415 bed Tufts Medical Center, formerly Tufts-New England Medical Center is the oldest permanent facility in the country and was founded by early American patriots including Paul Revere and Samuel Adams. We provide comprehensive tertiary and quaternary services to adults, and in the adjoining Floating Hospital for Children, care for children from the tiniest newborns to maturing adolescents. From birth through adulthood, we are here for every member of the family. We also work closely with hundreds of physicians in the community and with community hospitals to ensure quality care for every patient. Tufts Medical Center is an academic medical center unlike any other. We offer the highest level of academic medicine and research, but we also don t forget that at the heart of every treatment, every research discovery and every visit is a patient and family needing support and care. Our unique outlook says that a world class teaching hospital shouldn t make you feel small. While we offer big services like heart transplants and trauma care, we don t forget that it s the little things that really make a difference to our patients and families. We relish opportunities to collaborate, to listen, to heal together. Many people often tell us, I thought that to get world class care you had to accept that you might be treated like a medical record number and feel like you were often lost in a big system. Not at Tufts Medical Center. Our employees main goal is to treat every patient and family member as we would want our own families to be treated. We believe that the best medicine should be dispensed with the greatest compassion. Tufts Medical Center holds the proud position of principle teaching hospital for Tufts University School of Medicine (TUSM), a premier, internationally respected medical school. The robust and unwavering collaboration between Tufts University, the Medical Center and TUSM allows us to offer the highest level of academic medicine, research and teaching. 3

4 II. Overview of our PFAC Tufts MC commits to working with patients and families to integrate their voices and perspective into how we deliver care and services at Tufts Medical Center and Floating Hospital for Children by formally initiating a Patient Family Advisory Council (PFAC) in Prior to the inaugural council, various care areas such as our Neonatal Intensive Care Unit (NICU), had patient and family support groups to foster a link between patients, families and staff. With PFAC, our goal is to achieve the best outcomes through a closer, more mutually shared relationship between patient and families, staff and health care professionals. Our PFAC serves as the collective voices of our patients and their families. We demonstrate and adhere to the principles of advocacy, collaboration, communication and participation in the work we collectively execute. Our Patient Family Advisory Council (PFAC) seeks the viewpoints of patients and families directly into the planning, delivery, and evaluation of health care. Patient family centered care is our model of care and applies to patients of all ages and practiced in all health care settings at Tufts Medical Center and Floating Hospital for Children. As our mission states: Our patients and their families are at the center of everything we do providing the foundation for our patient and family advisory council. 4

5 III. Membership A. Current Patient Members Jack Creahan is a patient of Tufts Medical Center since suffering a heat stroke during a half marathon. He became a member of PFAC in August 2012, works in commercial real estate, and currently lives in South Boston. Susan DePasquale has received care at Tufts Medical Center since Her mother is also a former patient of the hospital. At that time, she served on the Patient Care Committee and saw how the committee was able to affect changes and she looks forward to doing the same as a PFAC member. Susan currently lives in Medford and works in banking. She also enjoys volunteering with elementary and high school aged children, teaching them financial literacy. Doug Gooding practices law in Boston. He is a partner at Choate, Hall Stewart, where he has practiced for 22 years and is chair of the Firm s Finance and Restructuring practice. Doug has two daughters, ages 16 and 13, and lives in Beverly, Massachusetts. Doug received his undergraduate degree from the University of California at Berkeley and his law degree from Duke University. Doug is a huge advocate of the hospital. Kyle G. Jacques is an ad hoc member and is a Financial Representative with Northwestern Mutual. He currently resides in Roslindale Mass and is a 17 year cancer survivor of non-hodgkin s Lymphoma who received treatment at Tufts Medical in Karen Jenkins is the mother of two children, one of whom is a lifelong patient at Tufts Medical Center. A large fund raising advocate for the pediatric cardiac patients at the Floating Hospital for Children. Karen works full time at NEQCA as their Pediatric Quality Coordinator. She has been a member of the PFAC since 2010 representing all Pediatric families. Chantal Loiseau has been a Tufts Medical Center patient for over twenty years, and became one of the founding members of the PFAC in September For the last two years, I have learned and shared 5

6 new ideas with my fellow council members to enhance the hospital service in different areas. It is an immense pleasure to attend the monthly meeting with the PAFC group. John Mazzulo, MD is a semi-retired physician at Tufts Medical Center who retired because of a major medical problem. He receives his care at Tufts MC and has a unique perspective of being both the patient and the physician which he brings to the Patient Family Advisory Committee. Alicia Staley is a three-time cancer survivor, first diagnosed with Hodgkin s disease as a sophomore at Syracuse University. She is committed to making a difference in the health care community. Ms. Staley has been involved in managing, navigating, and advocating for her own care, and wants to share what she has learned to improve other patients experiences. She has been a patient at Tufts Medical Center since She sits on the Tufts Medical Center Board of Governors and is the co-chair of the Tufts Patient and Family Advisory Council. Ms. Staley is also a member of the Board of Trustees Quality of Care Committee. She shares her passion and enthusiasm for helping the cancer community by contributing to Awesome Cancer Survivor and the BCSM Cancer community. She regularly speaks at social media and digital conferences throughout the US. Robert Sullivan has been motivating helping people achieve their fitness goals for more than 10 years as a personal trainer and group exercise instructor. He is grateful for the exceptional care Tufts has provided and joined the council this year. Ann Connolly Tolkoff is a high school English teacher, retired; grandmother, volunteer. She is co-founder of City on a Hill Public Charter High School in Roxbury. She is a patient and family member. James Varnum receives his care at Tufts Medical Center and has for the past twenty-odd years. He is a retired speech-language pathologist who worked in the Brookline Public Schools. Currently, James is the 6

7 dialysis partner and spouse of John Mazzullo, who is also a member of the Tufts Medical Center PFAC. Lauri Webster is a wife, mother, daughter, sister, aunt, niece and friend. She currently works with building owners, operators and architects to obtain LEED certification. In her free time she actively volunteers for several organizations near and dear to her heart including Tufts Medical Center. Lilian Wu is Program Executive, Global University Programs, IBM Technology Strategy and Innovation. She is a member of the Board of Trustees of the New School University and Fordham University in New York City, the KECK Graduate Institute for Applied Life Sciences, one of the Claremont Colleges, and the President s Council of Olin College in Massachusetts. Among her professional services, Dr. Wu was a member of President Clinton's Committee of Advisors on Science and Technology (PCAST) and several National Academies and NSF advisory committees. Dr. Wu and her family have been patients at Tufts MC for many years and her brother is a Tufts MC neurosurgeon. B. Current Staff Members Carol Colburn, RN, is a cardiac nurse and has worked at Tufts MC for 28 years. She is also a patient at Tufts MC and feels that it is an exceptional place for patients to receive care and for staff to work. Carol is also a recipient of the Edward and Sylvia Jaye Clinical Excellence award for nursing practice. Beth Harubin, MS is the Director of Operations for the Department of Pathology and Laboratory Medicine and has worked at Tufts MC for 23 years. She is also a patient at Tufts MC and is very proud to be an employee, patient and a member of the PFAC. Beth was a Tufts Medical Center True Blue Award Winner in She joined PFAC in August of Terry Hudson-Jinks, RN MS is the Chief Nursing Office and co-chair of the Patient Family Advisory Committee. Ms. Hudson-Jinks has been with Tufts Medical Center for 28 years and has held positions in critical care nursing leadership. 7

8 8 Tony Lee, LICSW is a clinical social worker who provides psychosocial services to patients with kidney transplant, heart transplant, and mechanical circulatory support devices. He is certified by Society for Transplant Social Workers as a Clinical Transplant Social Worker and Clinical Social Worker in Mechanical Circulatory Support. He has worked at Tufts MC for 3 years and has been a member of PFAC since January 2015.

9 C. Membership Growth over the Years Membership consisted of six current patients and/or family members in our inaugural council (9/2010-9/2011) with four Tufts MC staff members appointed to serve on the council Additional members of the Tufts Medical Center staff attend meetings when needed or if they wish to observe. In , we expanded the council with three additional members for a total of nine patient/family members and with three Tufts MC staff members We expanded again and currently have 10 patients/family members. Three of the original PFAC members have resigned due to family conflicts The PFAC patient membership remained constant from the report with the transition of the staff member co-chair to Terry Hudson- Jinks. Meghan Wood and Karen Reed joined the committee representing the Ambulatory operations and Quality and Patient Safety respectively Meghan Wood and Karen Reed resigned from the committee as they left their respective positions at Tufts Medical Center. Beth Harubin joined the committee representing the Department of Pathology and Laboratory Medicine. Tony Lee also joined the committee representing Social Work Services. Two new patient members also joined the committee. D. Selection Criteria for Membership Our participants met the membership criteria and submitted their application to the PFAC steering group in the summer of 2010 and in subsequent years. They represent most disciplines of care and are representative of the Medical Center s demographics. E. Member Role and Responsibilities Council members contribute to the mission of Tufts Medical Center by sharing the patient and family perspective on current or proposed programs. They expand our capacity to serve our community by providing their unique insight to Medical Center leadership regarding the 9

10 effectiveness and accessibility of programs in clinical care, education, health care delivery, research and service. F. Orientation: All members are provided volunteer orientation materials and sign our volunteer confidentiality agreement. 10

11 IV. Structure and Operations PFAC reports to the Tufts MC Quality of Care Committee (QCC) which is a medical board committee. Our PFAC co-chair, Alicia Staley, patient is a voting member of the QOCC. PFAC initially met on a bi-monthly schedule and currently meets monthly for an hour and a half. Meetings follow an agenda and meeting minutes are taken and disseminated along with pertinent reading materials. 11

12 V. ANNUAL GOALS AND ACCOMPLISHMENTS A GOALS: Initiate the council by meeting bi-monthly Select chairs Identify opportunities to partner together and further formalize our meeting structure ACCOMPLISHMENTS: Identified opportunities for improvement which include improving way finding/signage, customer service, discharge process, transition from pediatric services to adult services, valet parking and the billing process. B GOALS: Rank identified opportunities to begin to work Communicate consistently with the medical center community Review our organizations quality and patient experience/satisfaction results monthly to increase awareness and transparency regarding our performance Move to a monthly meeting schedule to enhance our council participation, outcomes and momentum Share information on the organization including hospital Newsletters ACCOMPLISHMENTS: We were initially meeting bimonthly but changed to monthly meeting series; we met 11/12 months Established goals and action plans Invited key medical center employees to aid in our learning and problem solving such as: o Members of the Public Affairs staff joined us to inform us on designs of new Tufts MC/FHC web site and to solicit ideas/feedback from perspectives of patients/families o Parking Director joined us and adapted valet parking operations after hearing patient concerns 12

13 o Patient Billing Director provided a presentation on the complexities of hospital billing and agreed to address several concerns and to continue to work for needed upgrades. She also agreed to return to the PFAC. o Dr. J. Kuvin joined us for a meeting to discuss the patient-physician relationship in an academic medical center. PFAC Patient co-chair joined medical board Quality of Care Committee as voting member PFAC member joined way finding committee PFAC member joined Committee on Patient Experience PFAC member joined Patient Education Committee PFAC members worked on ideas for creating discharge packets C GOALS: Creation of a PFAC Strategic Plan o Stating our mission to provide patient perspective o To serve on hospital committees o To build upon the true strength of Tufts MC by continuing to incorporate the patient perspective into operations o To publish an article Continue to have a presence within the Tufts MC/FHC community Focus on customer service/patient experience Improve the discharge process Provide accessible information to patient, families and visitors ACCOMPLISHMENTS: Continued monthly meetings Three members participated in a resident forum: The Patient Experience A patient panel discussion on the trainee s role in communication, patient comfort, coordination of care and advocacy Created Jack s Lifeline- created booklet for patients by patients (PFAC)-to assist in their stay at Tufts MC Advised on Ambulatory s patient appointment reminders; pain management brochures; whiteboard design in patient rooms 13

14 Two members attended the May Mass PFAC conference and presented a poster on our work to date Article in our hospital wide newsletter on work we are accomplishing D GOALS: Creation of a PFAC Strategic Plan o Integrate the patient and family perspective throughout the organization To serve and build a presence on hospital committees To publish an article o Continue to have an active voice within the Tufts MC/FHC community o Focus on customer service/patient experience Improve the discharge process Provide actionable, usable information to patient, families and visitors Create additional specialty PFACs which would report into this group ACCOMPLISHMENTS: Hospital Newsletter Article on the Patient Family Advisory Committee Summer 2014 Three Tufts MC PFAC Members attended the state PFAC Conference in Worcester in May 2014 Promoted a more visibly proactive PFAC group o Members Integrated into various hospital settings and operations o Enhanced Membership Guidelines Developed o Building a powerful PFAC- and defining our success Model best practice o Emeritus members- status/title for those that leave o New member outreach PFAC Brochure Tufts newsletters MICU/ED- perspective x3 month Go to practice meetings use Andrew s tool to recruit Ann and Alicia membership guideline and activity Consulted with Tufts MC Staff regarding Patient portal 14

15 E Consulted with GMA regarding the development of a GMA Patient Family Advisory Council Met with Representatives from Health Care for All: Revised the About Your Stay Patient Handbook Conducted a Resident Forum April 9, 2014 o Focus on human interaction Residents and the Patient Experience o Residents perspective and what it is like to be the patients/families o Outcomes- patients understand what is like to be a resident system works how Consulted with Oncology Team interested in starting a PFAC Consulted with Surgical Services/PACU regarding patient privacy and visitor practices for adult, pediatric and special needs patients Developed a logo/ brand for the group Discussion with Dr. Wagner on ACO and relationship with Lowell General Hospital GOALS: Influence a patient focused community Grow PFAC member attendance on hospital committees ACCOMPLISHMENTS: Presented at Grand Rounds PFAC members met new members of the care team during orientation PFAC members are full committee members on the following committees; 1) Quality Committee of the Board 2) Nursing Operations Council 3) Safety Committee 4) Care Improvement Council 5) Patient Experience Committee The Patient is In program launched. Members of PFAC are available each month for several hours to answer any questions, listen to ideas and concerns of the community at Tufts Medical Center Two PFAC members presented at an annual PFAC Conference PFAC reviewed the Better Together Campaign for improved visiting hours 15

16 F Reviewed the Surgical Services Patient Handbook Goals: Increase PFAC membership Continue to influence a patient focused community 16