Hospital Quality Institute February 26, 2015

Transcription

1 Hospital Quality Institute February 26, 2015 ENGAGING YOUR PATIENTS THROUGH A PATIENT AND FAMILY ADVISORY COUNCIL WRAY RYBACK, PATIENT RELATIONS & RISK MANAGER, PVHMC MARGARET HIGH PATIENT/FAMILY ADVISOR

2 Goals and Agenda Demonstrate how a PFA Council can be established with very limited resources Provide ideas for health care facilities to establish their own home grown PFA Share lessons learned from our experience in initiating and growing our PFA Council 2013 Pomona Valley Hospital Medical Center 2

3 Laying the Groundwork PFCC (Patient and Family Centered Care) Steering Committee All nursing directors Patient Relations/Risk Mgt VP Administration VP Nursing Director of Volunteer Services Marketing and PR Other areas as needed Steering Committee met for 6-9 months reviewing our current PFCC practices which included developing a goal to establish PFA Council Used Planetree and Picker Institute Patient Centered Care Improvement Guide Activities of PFA Council exploration and initiation reported to both PFCC Steering Committee and Rights of the Individual Functional Team 2013 Pomona Valley Hospital Medical Center 3

4 Establishing a PFA Council Sowing the Seeds Patient Relations Department tasked with establishing PFA Council Initial review of multiple online resources Planetree AHRQ - Working with Patients and Families as Advisors Established partnership with PFCC Partners in Long Beach/Libby Hoy Initial informative presentation to hospital leadership team (all management) to explain PFA Council and ask for referrals of potential participants Patient Relations Manager reviewed prior contact with patients and families to identify potential participants 2013 Pomona Valley Hospital Medical Center 4

5 Initial PFA Membership Establishing our Roots Information Sessions provided to all potential interested participants Application Process Interview included PR manager and VP Administration 6 Members chosen and letters of acceptance sent Monthly meetings began in January, Pomona Valley Hospital Medical Center 5

6 PFA Council Initial Activities Initial meeting set first goals (training, awareness, charter) Training with PFCC Partners in March, 2014 Charter finalized in April, 2014 Site Visit at St. Joseph PFA Council in May, 2014 Attended PFCC Partners conference in June, 2014 Management Team Presentation of our Advisors and their activities Medical Staff Presentation regarding PFA Council awareness 2013 Pomona Valley Hospital Medical Center 6

7 PFA Council First Year Projects/Achievements Patient and Visitor Map Patient Belongings case Tracking lost items and reimbursement Engaging with Teams Performance Improvement (customer satisfaction) Observation Unit Advisor working directly with management team Developed PFA Council Logo Easy identification of Team and Projects 2013 Pomona Valley Hospital Medical Center 7

8 PFA Council First Year Achievements Patient and Family Centered Care Associate Recognition Award Golden Leaf awarded to associates who exemplify the patient and family experience Monthly Newsletter Articles for associates and medical staff Participation in AHA Leadership Conference and HQI / Patient Safety Conference Participation in multiple webinars as available 2013 Pomona Valley Hospital Medical Center 8

9 PFA Council First Year Achievements Participation in work group reviewing new building design for patient lockers/day surgery Participation on Hospital Committees Rights of the Individual Functional Team Palliative Care Committee 2013 Pomona Valley Hospital Medical Center 9

10 Lessons Learned Shaping our Branches Initial group of 6 now 4 Be clear of expectations Time, training, presentations, etc. Initial team understanding of growth process and patience in initial training, awareness, etc. Be thoughtful about your community and diversity of PFA Council members Lead from where you are work within your particular structure 2013 Pomona Valley Hospital Medical Center 10

11 Next Steps Feeding Our Tree Recruiting goal to double size from 4-8 Referrals from management, PFA members, patient concerns Application process Interview process now involves two PFA Council Members and PR Manager Continued individual and team growth through training and networking Share our process and encourage others within the healthcare industry 2013 Pomona Valley Hospital Medical Center 11

12 What lies ahead Beginning January, 2015 PFA Council membership has grown from 4 to 9 Members PFCC Training with Libby Hoy in February, 2015 Patient and Family Council member appointed as Chair and Co-Chair of PFA Council Continued engagement with management team on a unit basis and participation in other hospital committees/teams Our February, 2015 PFA Training is open to the community for networking and idea sharing 2013 Pomona Valley Hospital Medical Center 12

13 How Did We Do It With Limited Resources? Dedicated Leadership Teamwork on the Council Patient and Family Advisors Associate or Employee Members Patient and Family Advisors who are willing to serve Program situated in right place for organization Patient Relations or similar department Department that has high involvement with patients, families, unexpected outcomes and how disclosed 2013 Pomona Valley Hospital Medical Center 13

14 A Culture of Growing Do you see a pattern here. Our Tree Logo was identified as a strong and stable icon as we have branched out within the hospital infrastructure to assist in the decisions made to insure they are inclusive of the patient and family voice 2013 Pomona Valley Hospital Medical Center 14

15 Thank You For Your Attention Questions or Comments Contact: Wray Ryback, Manager Patient Relations and Risk Management 2013 Pomona Valley Hospital Medical Center 15

16 Useful Resources Pomona Valley Hospital Medical Center 16