Delivering Exceptional Care: The PFCC Methodology and Practice

Transcription

1 Delivering Exceptional Care: The PFCC Methodology and Practice Anthony M. DiGioia III, M.D. and the PFCC The Innovation Center of UPMC December 5, 2011 (Tony@pfcusa.org ) Learning Objectives Learn how the Patient and Family Centered Care Methodology and Practice is an experience based design approach that enables the codesigning of experiences with patients, families and care givers. Learn how PFCC is the performance improvement tool that creates the culture to also improve the quality of care, patient safety, efficiencies and waste reduction. Discover Care Givers are also Patients and Family members, having a unique dual view. Learn how Shadowing creates real-time Patient and Family Advisory Councils. 1

2 Program Agenda Act I: The PFCC Sneak Peek An overview and background of the PFCC Methodology and Practice Act II: Setting the Stage The Six Steps of the PFCC Methodology and Practice Act III: The Premier Your Turn to Practice PFCC Project Improvement Team Work Act IV: PFCC Expert Panel Discussion Q&A An Opportunity to Ask Questions of Our Experienced PFCC Champions Act V: The PFCC Challenge Patient and Family Feud Test Your Knowledge of PFCC and Have Some Fun! Closing Remarks and Wrap-Up Today s Logistics Cell-phones (on vibrate please) Note cards (questions for the expert panel) Evaluations (your feedback is valuable) 2

3 Special Thanks to our Expert Panel Sarah Ball David Bertoty Richard Cunningham Deborah Maurer Michele Mesiano Dederia Nicholas Ready Set Go Live! 3

4 Why Change? Just Ask Our Patients And Families We are not delivering the basics in a very complex system We must focus on providing a full cycle of care Real Value? Transitions of Care and Communications Word of Warning on the Current State No industry has survived without focusing on the needs, wants and desires of their end users...in health care? Lost along the way We must begin to listen to our patients and families (and Care Givers) as our end users and actually engage all in the design of new approaches 4

5 If you ran this hospital where would you start and what would you do? ER Video 5

6 So where would you start and what would you do? ACT I The PFCC Preview 6

7 Would You Be Interested If You could develop the system to deliver better outcomes, safety, quality, reduce waste and develop high performance teams while delivering great care experiences for patients and their families The New Third Pillar For Health Care Design Science Clinical Process 7

8 The First Two Sciences Clinical and Process Evidence Based Medicine Clinical Pathways Re-Engineering, Process Improvement, Lean, TPS, CMI Quality and Safety Efforts What Is This New Design Science? It s the Basis for OS v2.0 Designing services, interactions, processes and environments for the complete experience Making it better for the end user Expanding on but not replacing the concept of clinical sciences and process Provides tools for first understanding and then acting Strength: Implementation 8

9 Sciences of the Artificial By Dr. Herb Simon Natural Science Study of a Forest Study of the Human Body Design Science Farming Health Care Delivery Exceptional Care Experiences from the Patient and Family s Perspective Includes Much More* 9

10 What does Experience Based Design Teach Us in Health Care? We should never just try to be a service line because the value is that we stage experiences and we guide transformations for our patients and their families When the Patient is at the Center in the PFCC OS v2.0 With transformations patients are engaged and changed Forces us to look at the whole experience i.e. full cycle of care Nothing is more important than the knowledge required to transform and this comes from co-design 10

11 The Push: HCAHPS* and CMS Care Experiences = HCAHPS (Think ± 2% of Medicare $ s) *Hospital Consumer Assessments of Healthcare Providers and Systems (HCAHPS) What were your impressions? Based on your Pre-work, tell us about your Shadowing experiences 11

12 The Three Keys to Success for PFCC OS v2.0 Key #1 View All Care as an Experience and Through the Eyes of Patients and Their Families 12

13 A PFCC Must: Shadowing and Care Experience Flow Mapping Walk the walk of patients and families Shadow patients and families throughout the selected care experience, as well as for recording observations and insights High impact for the $ s and effort Viewing Care Experiences and Flow Shadowing We watch what people do (and do not do) and listen to what they say (and do not say). The easiest thing about the search for insight in contrast to the search for hard data is that it s everywhere and it s free. - Tim Brown Change by Design 13

14 Patient and Family Shadowing Sets the Stage for Urgent Change Care Experience Flow Mapping Comparison of True vs. Assumed Follow the Patient and Family to look behind the curtain The place to start. Shadowing is always the best way to assess your current state and partner with patients, families and Care Givers to Co-Design and transform care 14

15 Key #2: Co-Design with Patients and Families (and Care Givers) Engagement to Partnerships Giving Information Consulting and Advising Complaining Listening and Responding Experience Based Co-Design.... (Adapted from Bate and Robert Quality Safety Health Care 2006;15: ) Key #3: There Are Individual Success Stories But How Can We All Get There? Most efforts were successful because they focused on the patient and family care experience but can t explicitly explain how they got there no methodology Will solutions from one region work somewhere else Everyone is starting at a different current state The difficulty is to teach others how to get there and to have widespread and rapid adoption 15

16 Need a Methodology Current State Methodology (PFCC M/P) Ideal State Organizational Transformation Key #3: Implementation Simple Solutions in a Complex System Ideal Experience - Methodology - Co-Design - Overcome Hurdles Current State 16

17 The Way to Get Started An Experienced Based Design for Health Care: Patient and Family Centered Care Methodology and Practice (PFCC M/P) PFCC amazingly simple. Simply amazing. The PFCC Methodology and Practice is Our New OS for Health Care Singular goal to provide exceptional care experiences for patients and their families Which also delivers better outcomes and quality, safety and reduces waste Re-focus existing resources not new ones You will identify, solve and implement the solutions with the help of patients and families 17

18 PFCC M/P is all about Performance Process Improvement = Manage Objects or Things Performance Improvement = People AND Processes Performance is the Engine to Change the Culture PFCC Methodology and Practice Care Giver Any person within a care setting whose work touches a patient s or family s experience. Touchpoints Key moments and places in any care setting where patient and family care experiences are directly or indirectly affected by any Care Giver. 18

19 PFCC Methodology and Practice Six Steps To Transform Care Ideal Experience 6. PFCC Projects and Improvement Teams 5. Shared Vision for the Ideal 4. Working Group thru Touchpoints 3. Current State, View Care, Urgency 2. Guiding Council Current State 1. Define Care Experience Function Drives Structure Care Experience Guiding Council and Working Group Project Team 1 Project Team 2 Project Team 3 Project Team # 19

20 Cycle Within a Cycle and Never Ending Continuous Performance Improvement PFCC Project Teams PFCC Project Teams PFCC Working Group PFCC Project Teams PFCC Project Teams PFCC Project Teams Project Teams Focus on Segments of the Defined Care Experience Genome Entire Care Experience Project Team Project Team Project Team Project Team 20

21 Go Viral! Working Groups Wayfinding Project Teams Signage Portal Projects Wayfinding Kiosks Pay station signage Aroma Therapy for Lobby and Tunnel 41 Surgical Care OR Scheduling Family Experience IT/Discharge Experience Portal Experience Case Length Reporting Family Lounge Patient Tracking Customized Post-op Order Sets Dedicated Patient Parking PFCC OS is Making a Difference PFCC is a grassroots effort to change the culture... Over 156 Project Teams Over 403 Completed Projects 21

22 There Will be Hurdles and a BIG One: Our Organizations and Artificial Silos Delivering exceptional care experiences is simple the complexity is largely a reflection of the environment in which we find ourselves Focusing on the patient and family is a transformational approach for your organization which means there are special challenges PFCC Cuts Across Your Organization and Breaks Down Silos and Changes the Culture Hospital Care Delivery 22

23 PFCC Cuts Across Silos and Creates Care Experience Based Teams* Silos and PFCC M/P Home Physician Office Acute Hospital Health Insurance Pharmacy Home Health Outpt Therapy Rehab or Skilled Nursing Facility *Follow the Patient and their Family So what s in it for us? Before PFCC 46 23

24 PFCC M/P Improves Care Givers Experiences too... The Untapped Co-Design Resource is us! We are Care Givers and: Patients Family Members of Patients 24

25 This Can be Your Story Too Impact Videos PFCC M/P on the Practical Side: Doing More with Less Customized for health care and focuses on why we are in health care, i.e. taking care of patients Simple to learn and builds great care teams Generates a sense of urgency Drives transformational change Breaks down silos 25

26 The PFCC Methodology and Practice as a Design Science You, along with patients and families will determine the opportunities for improvement, propose and test solutions, implement changes that will change the culture and transform care If I Ran This Hospital Where would you start and what would you do? 26

27 Patients and Families Working Together with Care Givers can Co-Design the Care Delivery Systems That We All Need 53 PFCC M/P is the Upgraded Operating System v2.0 for Health Care The PFCC M/P and You You can do this too. Ideal You! 27

28 BREAK See you back soon! Ready, Set Go Live 28

29 ACT II Setting the Stage PFCC The Innovation Center of UPMC Meet your PFCC Partners 29

30 Welcome to Steeler Country! Workshop Format Ready Set Learning Real World Example Go Your Turn ( ) 30

31 Pre-Work In your Folder 31

32 Let s Get Started Welcome to Black and Gold Hospital Your Role for Today? Patient and Family Centered Care Methodology and Practice (PFCC M/P) Step 1 Select a Care Experience The first step is to decide which care experience you are ready to transform for patients and families 32

33 Step 1: Select a Care Experience How do we define Care Experience? How do you choose one? Patient and Family Feedback Consider Scope Broad/Narrow Inpatient Example of Step 1 Transplant Inpatient Care Experience Begins: When the patient receives a call that they may have a donor Ends: When the patient is transferred to Critical Care 33

34 Outpatient Example of Step 1 Child and Family Services - Behavioral Health Begins: Upon 1 st phone call for intake appointment Ends: Once patient leaves facility after meeting with therapist Care Giver Example of Step 1 Employee Inclusion Begins: When employee leaves home for work Ends: When employee arrives home after workday 34

35 Your Turn Your examples from the pre-work? For Today your Care Experience is The Heart Center PFCC Care Experience Working Group 35

36 Patient and Family Centered Care Methodology and Practice (PFCC M/P) Step 2 Establish a PFCC Care Experience Guiding Council Step 2: Select the Guiding Council A PFCC Administrative Champion(s), such as a VP, COO or CEO since this can be a disruptive process A PFCC Clinical Champion(s), who will inspire colleagues to make and sustain needed changes A PFCC Coordinator(s), who will help track your journey and manage PFCC Working Group Communications 36

37 Guiding Council Responsibilities Review the Care Experience Go Shadow Map the Care Experience Flow Establish the PFCC Fund Step 2 Real World Example: Transplant PFCC Guiding Council Admin Champion = Program Administrator, Transplant Services Clinical Champion = Clinical Director, Transplant and Dialysis Services PFCC Coordinator = Data Quality Reviewer, United Network for Organ Sharing 37

38 Your Turn Your examples from the pre-work? Step 1: Care Experience and Step 2: Guiding Council PFCC LIVE 38

39 Evaluate the Current PFCC Live Scene PFCC LIVE The Heart Center PFCC Care Experience Working Group How did they define the Care Experience? Go to page 3 & 4 Who is our Guiding Council? Questions? 39

40 Patient and Family Centered Care Methodology and Practice (PFCC M/P) Step 3 Evaluate the Current State by using the PFCC Tool Box that looks at everything through the eyes of the patient and family and develop a sense of urgency to drive change current state requires evaluation over and over and over again Co-Design: Patient and Family Partnerships ( and there is no one right answer for everywhere) Shadowing and Care Experience Mapping Patient and Family Advisory Councils Patients and Families on Working Groups and Project Teams Patient, Family and Care Giver Stories Informal Surveys HCAHPS and Satisfaction Surveys Voice of Experience and Adopt a Patient Programs 40

41 Shadowing and PFCC M/P Observations Empathy Insights PFCC Actions and Implementation Thru Working Groups Who Can Shadow? Anyone! Shadowing resources: health profession students, volunteers, summer interns, patient advocates Shadowing for new hires and light duty staff The more uninformed the better 41

42 The First Steps Toward Co-Design Shadowing Continuously Engages Patients, Families and Care Givers Creates Real-Time Patient and Family Advisory Councils Example of a Care Experience Flow Map Patient Flow in Outpatient Clinic Touchpoints Counter 1 Counter 2 Main Waiting Area Patient Room Small Waiting Area Care Givers Registrar Receptionist Medical Assistant Physician Assistant Doctor Nurse Check- Out Receptionist Lab Technician 42

43 Assumed vs. True Assumed Touchpoints Counter 1 Counter 2 Main Waiting Area Patient Room Small Waiting Area True Touchpoints Parking Garage Counter 1 Counter 2 Main Waiting Area Vitals Room Patient Room Small Waiting Area Discharge Desk Pay Station Being a nurse for 25 years I thought I had a good understanding of what our patients and families wanted because I live it and work it every day. But I found out that there are some things that are more important to the patients than I thought they were. For example, I didn t realize how many people were having a hard time just finding my unit. Or that parking was such a big issue. 43

44 Step 3: Evaluate the Current State PFCC LIVE Go to page 5 & 6 Your Journal for Patient and Family Shadowing 44

45 PFCC Theatre Mom s Heartfelt Melodrama Sound Clip PFCC Theatre Black and Gold Hospital Heart Center Sound Clip 45

46 PFCC Theatre Doctor s Office PFCC Theatre Exam Room 46

47 PFCC Theatre Ultrasound Hallway PFCC Theatre Exam Room 47

48 PFCC Theatre Inpatient Cardiac Unit Hallway PFCC Theatre Patient Room 48

49 PFCC Theatre At Mom s Home Photo of Michelle B at home for phone call. Sound Clip 98 49

50 PFCC Theatre The End What did you notice? 50

51 Shadowing Report Heart Center Care Experience Working Group Lindsey DelBene Shadowing Results Heart Center Care Experience Begins: Upon call to schedule appointment Ends: Follow-up phone call two days after discharge 51

52 Shadowing Results Heart Center Care Experience Date of Shadowing: Monday, December 5 th, 2011 Shadowed: One patient and family member from check-in at outpatient appointment to admission to inpatient unit Care Experience Flow Map Touchpoints: Call Center Parking Doctor s Office Transport Ultrasound Cardiac Unit Information Desk Housekeeping Lab Cafeteria Pharmacy 104 Care Givers: Scheduler Parking Attendant Physician Transporter Technician Unit Clerk Greeter Housekeeper Phlebotomist Dietary Aide Pharmacist 52

53 Call Center Parking Care Experience Flow Map Reaches scheduler to make an appointment Parked car in wrong lot per attendant Touchpoints and Care Givers Dr. s Office Housekeeping Transport Call transferred to office receptionist takes info and makes appointment Front desk receptionist checks patient in CRNP assess patient and orders tests per physician Returned to Exam room Nurse updated pt. Ultrasound Lobby Escorted to Ultrasound by Transporter Technician performs test Escorted to Exam Room by Transporter Escorted to Inpatient Unit by Transporter Family member rcvd. directions from greeter Inpatient Unit Inpatient Room Lab Home Family member went to cafeteria waited on by aide Greeted by Unit Director Moved to Room by Nurse and Unit Director Phlebotomist draws blood Nurse made followup phone call Shadowing Results First Contact/Parking Automated phone tree was not caller friendly The greeting is misleading and does not clearly identify where they are calling Was able to get appointment on the same day Offered great direction but parking was confusing 53

54 Shadowing Results Doctors Office Experience Waiting area was very crowded and unable to find a seat Asking same demographic questions more than once Did not have wheelchair accessible to the patient Shadowing Results Exam Room Experience Nurse introduced herself as CRNP jargon Did not use lay terms to describe patients diagnosis DVT s Nurse was very friendly and set expectations for transport and testing 54

55 Shadowing Results Ultrasound Experience Transport arrived quickly Mixed messages about family member joining the patient Left patient in hallway feeling exposed Test took 45 minutes while daughter waited in exam room without anything to entertain, occupy her Results were ready when patient returned to room Shadowing Results Inpatient Experience Patient was taken to the floor but unit was unaware of her admission Waited in unit hallway for room Confusion about testing (blood work) Cafeteria closes early 55

56 Shadowing Results Discharge and Follow-up Patient and Daughter were both present when the instructions were given Medications were thoroughly explained Phone call from nurse was a great way to check in on the patient Shadowing Results Recommendations Clarify automated recording Confirm information once Have wheelchairs handy in garage and office Care Giver communications: transporter knowing nurse; unit expecting patient; lab work ordered and not completed Room service options for overnight family members Clearer signage in garage and to unit 56

57 Shadowing Results Closing Comments Many potential project teams: First Contact Parking Wayfinding Patient and Family Amenities Lab Process Admissions Who Can Shadow? Anyone! Shadowing resources: health profession students, volunteers, summer interns, patient advocates Shadowing for new hires and light duty staff The more uninformed the better 57

58 Questions? Welcome to Steeler Country! 58

59 Re-cap Steps 1) Define the Care Experience 2) Establish Guiding Council 3) Evaluate the Current State Patient and Family Centered Care Methodology and Practice (PFCC M/P) Step 4 Expand the Guiding Council into your PFCC Working Group Use the Care Experience Flow Map and Shadowing to determine your Touchpoints. Identify your WG Members from these Touchpoints. Identify opportunities for improvement all from the patient and family perspective. Plan and Schedule the PFCC kick-off meeting followed by weekly meetings. 59

60 Step 4: Expand into PFCC Working Group PFCC LIVE Care Experience Flow Map and Crosswalk to Member List Touchpoints: Call Center Parking Doctor s Office Transport Ultrasound Cardiac Unit Information Desk Housekeeping Lab Dietary Pharmacy Care Givers: Scheduler Attendant Physician Transporter Technician Unit Clerk Greeter Housekeeper Phlebotomist Dietary Aide Pharmacist Care Giver Guest List Chris Jess Kelly Alex Taylor Cam Terry Jordan Casey Sam Jamie 60

61 Step 4: Exercise Invitation Letter Form Your Group! Working Group Members Go to page 7 61

62 Patient and Family Engagement Benefit to Physicians and Other Care Givers "One of the attractions and advantages to participating with a Working Group, for me as a physician, is that Administration is at the table and on board to help tackle problems that we bring before I became involved, I never knew who to take these problems or ideas to for assistance. 62

63 Working Group Formation Start with Kick Off Meet Weekly Working Group Kick Off Meeting Sample Agenda Introduction and Welcome from Champions PFCC Premier Presentation Background and concept of the Methodology Overview of 6 steps Success Stories Shadowing Report Homework (5 min.) Read the Go Guide Project Suggestions (Active & Future) Attend an existing Care Experience Working Group Meeting Confirm Next Weeks Meeting 63

64 Step 4: Kick Off PFCC LIVE Questions? 64

65 Patient and Family Centered Care Methodology and Practice (PFCC M/P) Step 5 Create a Shared Vision by writing the Story of the Ideal Patient and Family Experience as if you were the patient. Imagine what ideal care would look like in the perfect care experience (hospital, clinic, office ) in a perfect world. As a Working Group, write the story as if you were the patient and their family. Don t be constrained by costs or by other considerations. Stories are the creative conversion of life itself into a more powerful, clearer, more meaningful experience. They are the currency of human contact. Robert McKee Award-winning film and television writer 65

66 Multiple Ways to Craft the Ideal Story Can do collectively in a couple of meetings Break it into project teams to segment the care experience With entire Working Group, brainstorm ideas that can be later turned into a more comprehensive story Utilize a specific technique (i.e. compression planning, nominal group technique, etc.) Multiple Ways to Craft the Ideal Story Begin narrative then have each member contribute one sentence until you have the entire story Have a small team of members begin the story then it to the next small team to continue it and so on Have a patients and/or family members write it for or with you 66

67 Step 5: Real World Examples PFCC Live Ideal Stories Steve Pedaline Michelle Bulger Step 5: Ideal Story PFCC LIVE 67

68 Ideal Story Go to page 8-10 Patient and Family Centered Care Methodology and Practice (PFCC M/P) Step 6 Identify your PFCC Projects and Form Project Improvement Teams Potential Projects are identified by comparing the Current State to the Ideal Patient and Family Experience and prioritized by patients and families as well. 68

69 Working Group Project Lists Future Active Completed Use the Same Six Steps to Form PFCC Project Improvement Teams 1. Select Care Experience 2. Co-leaders 3. Evaluate the Current State 4. Project Team based on Touchpoints 5. Shared Vision of the Ideal 6. PFCC Improvement Projects 69

70 Cycle within a Cycle and never ending Continuous Performance Improvement PFCC Project Teams PFCC Project Teams PFCC Working Group PFCC Project Teams PFCC Project Teams PFCC Project Teams PFCC Project Example Guardian Angel Project Gap Tremendous room for improvement in communication and transitions of care for Transplant Patients Patient comment to shadower You were like my guardian angel! From Shadowing to Pilot Project (funded from PFCC Fund) to being Operationalized for all Transplant Patients and Families 70

71 This Can be Your Story Too Guardian Angel Video Step 6: Project Teams PFCC LIVE 71

72 Project Lists Go to page 11 Project Team rules to play by Rule #1: Project Teams meet each week (outside of the PFCC Working Group) and report to the Working Group Key: Same place and time 72

73 Rule #1: Example ER Experience Working Group meets Fridays at 10:00 AM Meet Your Care Givers project team meets each week on Tuesdays at 1:00 PM Project Team rules to play by Rule #2: Focus on the easy to do, low tech solutions to start 73

74 Rule #2: Example Pediatric ENT Experience Working Group (other WGs too) Uses distraction items to help keep children occupied like coloring book pages that were downloaded and printed from the internet Project Team rules to play by Rule #3: Propose pilot projects and creative solutions 74

75 Rule #3: Example Orthopaedic Experience Working Group Ortho unit piloted whiteboards with Care Giver and other care specific information relative to patient then concept was expanded to entire hospital Project Team rules to play by Rule #4: Send weekly updates to the PFCC Coordinator who maintains the project lists Maintain active, completed, and future project lists 75

76 Rule #4: Example 151 Project Team rules to play by Rule #5: If needed, present proposals for purchases to the Working Group for review and approval and use the PFCC Fund 76

77 Rule #5: Example 153 Project Team rules to play by Rule #6: Metrics Measure and evaluate and re-evaluate your changes 77

78 Rule #6: Example Trauma Discharge Comparison Aug/Sep 2009 % o f T o t a l D i s c h a r g e s 35% 30% 25% 20% 15% 10% 5% 0% August % of total D/C September MTD % of total D/C Time of Discharge Project Team rules to play by Rule #7: Remember, Project Improvement Teams can disband if their work has been completed or reform to address new projects. Care Experience Working Groups are forever. 78

79 Rule #7: Example Transplant Experience Working Group The Pre-Transplant Packet project team formed to improve the information provided to the patient prior to their surgery. After creating the most informative yet not overwhelming packet of materials the group disbanded and members joined a new team. PFCC Methodology and Practice Six Steps To Transform Care Ideal Experience 6. PFCC Projects and Improvement Teams 5. Shared Vision for the Ideal 4. Working Group thru Touchpoints 3. Current State, View Care, Urgency 2. Guiding Council Current State 1. Define Care Experience 79

80 Questions? LUNCH See you back soon 80

81 Welcome to Steeler Country! ACT III The Premier 81

82 Step 6: Project Teams (continued) PFCC LIVE Breaking Down Barriers Executive Support Time Commitment Financial Empowerment Knowledge Sharing 82

83 Working Group PFCC LIVE The PFCC M/P and you! You can do this too! Ideal You! 83

84 Go to page Patient and Family Amenities Project Team Exercise Questions? 84

85 Testimonials from PFCC Champions Champion s Video All 6 Steps 85

86 PFCC Expert Panel Sarah Ball Pediatric Surgery PFCC Working Group - Children s Hospital of Pittsburgh of UPMC David Bertoty Trauma PFCC Working Group UPMC Presbyterian Richard Cunningham Family Member Tony DiGioia, MD Moderator Deborah Maurer Transplant PFCC Working Group UPMC Presbyterian Michele Mesiano Patient & Family Member Dederia Nicholas Trauma PFCC Working Group UPMC Presbyterian BREAK See you back soon! 86

87 Test Your Knowledge On The PFCC M/P Let s Play! The Patient and 87

88 Sample Question: This Pittsburgh Steeler was awarded the Mirror Ball trophy on last season s Dancing With The Stars Ike Taylor Hines Ward Bubby Brister Kordell Stewart Sample Question: This Pittsburgh Steeler was awarded the Mirror Ball Trophy on Last Season s Dancing With The Stars Hines Ward 88

89 The Patient and 89

90 Question 1: How many steps are there in the PFCC Methodology and Practice (PFCC M/P)? ONE SEVEN FIVE SIX Question 1: How many steps are there in the PFCC Methodology and Practice (PFCC M/P)? SIX 90

91 Question 2: How many Guiding Council members should be part of a Working Group? One All None What is a guiding council? Question 2: How many Guiding Council members should be part of a Working Group? All 91

92 Question 3: A Care Giver is anyone in a health care setting that touches a Patient s or Family s experience. An example of a Care Giver is: Housekeeper Physician s Assistant EMT All of the above Question 3: A Care Giver is anyone in a health care setting that touches a Patient s or Family s experience. An example of a Care Giver is: All of the above 92

93 Question 4: How often should a Working Group meet? Weekly Once per quarter Monthly Every six months or so Question 4: How often should a Working Group meet? Weekly 93

94 Question 5: According to the PFCC M/P, the leaders of Project Teams are called: Project Team Champions Co-Leads Project-tionists Shadowers Question 5: According to the PFCC M/P, the leaders of Project Teams are called: Co-Leads 94

95 The Patient and 95

96 Question 1: What is the first step in the PFCC M/P? Create the ideal story Evaluate the current state Get to work Choose a Care Experience Question 1: What is the first step in the PFCC M/P? Step 1. Choose a Care Experience 96

97 Question 2: What do we call anyone in a health care setting that touches the Patient and Family experience? Experience Champion Care Giver Touchpoint Shadower Question 2: What do we call anyone in a health care setting that touches the Patient and Family experience? Care Giver 97

98 Question 3: This method of evaluating the current state is like having a realtime Patient and Family Advisory Council Patient Storytelling Shadowing Surveys Reports Question 3: This method of evaluating the current state is like having a realtime Patient and Family Advisory Council Shadowing 98

99 Question 4: This tool goes hand-inhand with Shadowing to identify and report on the Touchpoints encountered by the Patient and Family Design Sciences Project teams Storytelling Care Experience Flow Mapping Question 4: This tool goes hand-in-hand with Shadowing to identify and report on the Touchpoints encountered by the Patient and Family Care Experience Flow Mapping 99

100 Question 5: Clinical and Process sciences are joined by which Third Science to co-design Care Experiences with Patients, Families and Care Givers? Chemistry Decision Science The Design Science The Science Center Question 5: Clinical and Process sciences are joined by which Third Science to co-design Care Experiences with Patients, Families and Care Givers? The Design Science 100

101 The Patient and 101

102 Question 1: If you can do nothing else when you get back to your facility, you should at least do this Shadow Join a Guiding Council Form a Working Group Co-lead a project 102

103 Question 1: If you can do nothing else when you get back to your facility, you should at least do this Shadow Question 2: According to the PFCC M/P, money for pilot projects can come from Departmental budget Las Vegas The PFCC Fund The ATM in the lobby 103

104 Question 2: According to the PFCC M/P, money for pilot projects can come from The PFCC Fund Question 3: The term PFCC stands for Patient Focused Continuum of Care Patient and Family Centered Care Patient and Family Care Council Patients and Families Cooperating in Care 104

105 Question 3: The term PFCC stands for Patient and Family Centered Care Question 4: The PFCC Coordinator should keep lists of these types of projects Future, Active and Completed Yours, Mine and Ours Complete, successful and abandoned Vanilla, Chocolate and Strawberry 105

106 Question 4: The PFCC Coordinator should keep lists of these types of projects Future, Active and Completed Question 5: Once your Working Group is started, it should disband After the first six projects are completed One year later Working Groups never disband, Project Teams do. When a champion moves on 106

107 Question 5: Once your Working Group is started, it should disband Working Groups never disband; Project Teams do The Patient and 107

108 Montage Video We Are Here to Help! Answers Will Be Found Here! Join the PFCC Ready, Set Go Live! Webinars: January 12, 2012 Steps 1-3 January 26, 2012 Steps 4-6 Stay tuned for details! 108

109 We Are Here For You! We are ready and available to support the start up of your new PFCC Working Group! We have the tools and you have the talent! We are just a click away at pfccpartners@upmc.edu Welcome to Steeler Country! 109

110 Thank you from your PFCC Partners 110