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1 Engaging Volunteers to Pursue the Triple Aim Sandy Marshall, CAVS, Director of Public Relations and Volunteer Services, LRGHealthcare, Laconia, NH Joan M. Ryzner, MHA, Director of Member Relations, American Hospital Association, Chicago, IL Learning Objectives Present the Triple Aim framework developed by the Institute for Healthcare Improvement and describe how it can drive the strategic direction of health care organizations Cite examples of how volunteers contribute to achieving the Triple Aim Cite examples of how volunteer leaders have used a new AHVRP/AHA Triple Aim resource to influence CEOs, administrators, trustees and key constituencies The Triple Aim Developed by the Institute for Healthcare Improvement Outlines an approach for maximizing the performance of the health care system Every activity or process should be aligned with the three domains duplicate, foward or distribute. 1

2 Framework Triple Aim Domains Improving the patient experience of care (including quality and satisfaction) Improving the health of populations Reducing the per-capita cost of health care The New Resource duplicate, foward or distribute. 2

3 Purpose of the Resource To use the Triple Aim framework, a concept familiar to administrators, and overlay each of the domains with examples of volunteer services To depict how volunteer services are strategically engaged in supporting the Triple Aim The Resource Includes Case examples affiliated with each domain Critical success factors of effective health care volunteer programs #1 Improving the Patient Experience of Care Bed safety/fall prevention Rounders Transportation program Doula Storycatchers duplicate, foward or distribute. 3

4 #2 Improving the Health of Populations Connecting patients to community resources Vocational skill-based programming Music therapy Socks for needy children Pet care for hospice patients #3 Reducing the Per-Capita Cost of Health Care Provide counseling of Medicare benefits NICU cuddling for NAS newborns Peer support for CHF patients after discharge Case Example Outcomes Reduce avoidable readmissions Improve the patient experience Improve HCAHPS scores Enhance community engagement Improve quality and patient safety Increase health care access Lower health care costs duplicate, foward or distribute. 4

5 Critical Success Factors for Effective Volunteer Programs Align with the organization Be innovative in recruitment and retention Integrate with patient experience initiatives Engage the C-suite and departments Collaborate with internal and external partners Focus on community Embrace change How to Use the Resource Categorize your programs under the Triple Aim domains Adapt the cited outcomes measures and benefits Invite conversations with CEOs, trustees, volunteers and the community Adapt some of the programs cited Share the Resource CEOs Trustees Auxiliaries State DVS and auxiliary organizations Department heads and service line leaders Community members duplicate, foward or distribute. 5

6 For Additional (free) Copies Contact Joan Ryzner at AHA Online Version tripleaim.shtml 17 How Will You Use the Resource? duplicate, foward or distribute. 6

7 Q & A Presenter s info Sandy Marshall smarshall@lrgh.org Joan Ryzner jryzner@aha.org Thank you for your time! Please remember to complete your evaluations which can be left at your table duplicate, foward or distribute. 7