Recognizing and Celebrating PFCC and Partnerships with Patients and Families

Transcription

1 Recognizing and Celebrating PFCC and Partnerships with Patients and Families Hospital Engagement Network (HEN) Patient and Family Engagement Webinar November 17, 2014

2 AHA Disclaimer Participation in this conference call is by express written invitation of the AHA only. Unauthorized participants and/or any party that assists unauthorized participants may be subject to substantial criminal and civil penalties. If you have not been invited to take part in this call, please disconnect at this time. 2

3 AHA/HRET (HEN) Recognizing and Celebrating Partnerships with Patients and Families Webinar Online Virtual Summary Disclosure & Accreditation Stmt. November 17, 2014 The planners and faculty of the AHA/HRET Recognizing and Celebrating Partnerships with Patients and Families Webinar have indicated no relevant financial relationships to disclose in regard to the content of this activity. This activity has been planned and implemented in accordance with the accreditation requirements and policies of the Accreditation Council for Continuing Medical Education through the joint providership of the American Board of Quality Assurance and Utilization Review Physicians (ABQAURP) and the Health Research & Educational Trust. ABQAURP is accredited by the ACCME to provide continuing medical education for physicians. The American Board of Quality Assurance and Utilization Review Physicians, Inc. designates this live activity for a maximum of 1.0 AMA PRA Category 1 Credits. Physicians should only claim credit commensurate with the extent of their participation in the activity. The American Board of Quality Assurance and Utilization Review Physicians, Inc. (ABQAURP) is an approved provider with the Florida Board of Nursing to provide continuing education for nurses. ABQAURP designates this activity for 1.0 Nursing Contact Hours through the Florida Board of Nursing, Provider # Congress St. New Port Richey, FL Toll Free Telephone

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8 Faculty Institute for Patient- and Family-Centered Care Beverley H. Johnson, IPFCC President/CEO National Partnership for Women & Families, Washington, DC Lindsay Lang, MHSA, RN, Senior Health Care Quality Improvement Specialist The Valley Hospital, Ridgewood, NJ Pamela Bell, MDIV, BA, Director, Patient Family Centered Care Valerie Colangelo, BS, Patient Advisor and Consultant

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10 In Our Time Together Describe practical ways to recognize and celebrate progress in advancing the practice of patient- and family-centered care and in developing meaningful partnerships with patients and families. Discuss how one community hospital built a foundation to change the organizational culture, advance the practice of patient- and family-centered care and create and sustain meaningful partnerships with patients and families. Describe a PFCC Fair, a PFCC annual report and a PFCC annual meeting as ways to build visibility for and commitment to the work. Describe ways to bring the patient and family perspective into staff education and celebratory activities. Discuss practical strategies for continuing to build on the positive momentum for PFCC and partnerships with patients and families in your health care organization.

11 Patient- and Family-Centered Core Concepts People are treated with respect and dignity. Health care providers communicate and share complete and unbiased information with patients and families in ways that are affirming and useful. Patients and families are encouraged and supported for participation in care and decision-making at the level they choose. Collaboration among patients, families, and providers occurs in policy and program development and professional education as well as in the delivery of care.

12 Lindsay Lang, RN, MHSA Senior Health Care Quality Improvement Specialist National Partnership for Women & Families

13 Sharing The Valley Hospital's Story The Valley Hospital began its PFCC journey in 2011 Accomplished truly great things in partnership with patients and families in a few short years In 2013, began to work with the National Partnership & IPFCC to further advance PFCC cultural transformation Approach to implementation of PFCC over the years included many best practices With support and guidance from the National Partnership & IPFCC, created a video describing how they got started and highlighting just some of their many accomplishments

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15 Pamela Bell, MDIV, BA, Director, Patient Family Centered Care Valerie Colangelo, BS, Patient Advisor and Consultant

16 2013 PFCC Steering Team Pam Bell & Charles Vannoy, Co-Chairs Claudia Allocco Nancy Barrett-Fajardo Lora Bognar Sherry Campanelli Valerie Colangelo Daniel Coss Meryl Davis Kyle De Boer Peter Diestel Carol Dunbar Susan Gehringer BettyAnn Kempin Ann Marie Leichman Michael Mutter Deborah Panetta Judith Rojo Joanne Simonetti Adryanna Tavares Liz Tortorella Maryann Vecchiotti

17 2013 System-Wide Accomplishments Over 650 staff members completed the four-hour intro to PFCC course Over 800 staff members attended the PFCC Fair Consumer Health Ambassadors made over 3000 patient/family contacts and fulfilled over 500 information requests Creation of the PFCC Consultant position Hospital displays include PFCC information

18 PFCC FAIR

19 Our team commends you for your commitment to advancing patient- and family-centered care principles and working toward your goal of fully engaging and partnering with patients and family members in your community. We were impressed by a number of aspects of our visit to Valley Health System. IPFCC/National Partnership Site Visit Report

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21 Patient Family Advisory Councils (PFACs) Initial Launch of Patient Family Advisors, September 2012 Luckow Radiation Oncology PFAC Valley Homecare PFAC

22 Surveying the first floor of the hospital and presenting wayfinding suggestions Shadowing in the Emergency Department to observe patient flow Participating in the hospital Magnet nursing survey Developing a PFAC Seal of Approval for documents reviewed by the council Creating and filming a patient orientation video Reviewing the inpatient menu, patient guide and visitors guide Reviewing the layout and furniture in the critical care waiting rooms Reviewing the patient portal 2013 Patient Family Advisor Projects & Accomplishments Consulting with pharmacy about their discharge communication process Assisting in the development of a new visitor welcome/badging process Reviewing the radiation oncology new patient orientation process The Valley Hospital s Patient and Family Advisory Council has reviewed and approved this material to ensure that the patient and family perspective has been included.

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24 PFCC Making an Impact RN Communication:

25 Communication About Medications:

26 Tom Bengaff, Valley Home Care PFAC Ines Bunza, Inpatient Performance Improvement Council Brian Byrne, Luckow PFAC Valerie Colangelo, Valley Hospital PFAC, Valley Home Care PFAC Luckow PFAC & Patient Satisfaction Team Jose de Vinck, Valley Home Care PFAC Nick DeMarco, Special Projects/Video Joan Donoghue, Discharge Information Team Harry Ferguson, Valley Hospital PFAC Tom Freeswick, Valley Hospital PFAC & Valley Home Care PFAC Susan Gralla, Nursing Communication Domain Team Al Harriman, Nursing Communication Domain Team Anne Kastner, Integrative Healing Council Roger Knauss, Discharge Information Team Michelle Laskowski, Valley Home Care PFAC Tom McAndrews, Valley Hospital PFAC Karen Mitchell, Luckow PFAC Jean Neri, Valley Hospital PFAC Betty Paton, Acute Stroke Team Gary Paton, Valley Hospital PFAC Isabel Reddy, Special Projects, Patient Safety Committee & Luckow PFAC Paul Redfield, ED Patient Satisfaction Team Kathleen Sayles, Valley Hospital PFAC Dr. Meri Schachter, Valley Home Care PFAC Joyce Sinclair, Valley Hospital PFAC Joyce Suges, Luckow PFAC George Tashji, Translation Research Advisory Council Raj Thadani, Valley Home Care PFAC Annamae Tolomeo, Valley Home Care PFAC Bob VerNooy, Sr., Valley Hospital PFAC Janet Weis, Readmissions Team & Consumer Health Ambassador

27 Cambridge Health Alliance Cambridge, MA Celebrating and Thanking Patient and Family Advisors This organization, serving the immigrant gateway communities near Boston, holds a Thanksgiving turkey dinner with all the trimmings to celebrate and thank patient and family advisors.

28 After Visit Summary Subcommittee 5 monthly 2-hour meetings 7 Patient & Family Advisors, Sr. Regional Medical Director, Health Educator, Provider Educator Program Coordinator AVS data collected for baseline Poster created Communication plan developed

29 As a Result Patient & Family Advisors presented to leadership, all clinic managers and medical directors, 3 months later the increase in the use of after visit summary increased by 29.29% This is remarkable work! It shows the power of engaging our patients in quality improvement work as partners. - Dr. Ben LeBlanc, CMO

30 Patient and Family Advisory Council Annual Reports

31 Develop an Annual Report to Share the Story and Profile Benefits of Partnering with Patients and Families Include the number of: Patient and family advisors involved as well as their roles and activities and the dollar equivalent. Clinical areas represented. Staff involved in collaborative endeavors. Issues addressed, products developed, classes taught, peer support programs coordinated, and other activities describe these issues, materials, activities and outcomes (when available). Meetings held with community leaders, government agencies, potential funders, accreditors, others at local, regional and national levels.

32 Develop an Annual Report to Share the Story and Profile Benefits of Partnering with Patients and Families (cont d) Summarize evaluations of classes taught to other patients, families, students, staff, physicians, new employees. Count the # of people who participate in classes. Capture quotes from participants in classes. Summarize stories that they share. Include changes in patient/family perceptions of care and clinical indicators. Take photographs (or scan) of products, activities, changes in physical spaces. Maintain a collection of all the products developed collaboratively. Record the # of media activities where advisors are featured.

33 Patient and Family Advisory Council Annual Reports IPFCC Website Special Topics Section Annual Reports of Patient and Family Advisory Councils and Committees Patient and Family Advisory Councils: A Review of 2014 PFAC Reports Available from the Health Care for All at:

34 Questions and Comments

35 Recognizing and Celebrating PFCC and Partnerships with Patients and Families Join us for follow-up Office Hours on Thursday, November 20 at 11-11:30 am CT Bring your questions, burning issues and ideas. Join the dialogue!

36 AHA/HRET HEN Website 36

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38 Thank you for joining us