Welcome to the ICH CAHPS Quality Improvement Intervention Kickoff. We will be starting the webinar momentarily. May 10, 2017

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1 Welcome to the ICH CAHPS Quality Improvement Intervention Kickoff We will be starting the webinar momentarily May 10, 2017

2 ICH CAHPS Quality Improvement Interventions Webinar Kickoff May 10, 2017

3 Opening Remarks Melissa Arrington, MSW Patient Services Director, NW6

4 Housekeeping Reminders Be mindful of muting your phone when not speaking Please don t place the call on hold, instead disconnect your line and rejoin the call when you are able Please submit any questions or comments to our WebEx chat board throughout the webinar Be present and engaged in our topic presentations Please be prepared for sharing and actively participating in the open discussion by commenting in the WebEx chat board Remain open-minded and respectful in hearing other s opinions p. 4

5 Meeting Facilitators / Hosts Erin Baumann Patient Services Director ESRD Network of New York ebaumann@nw2.esrd.net Melissa Arrington Patient Services Director ESRD Network of the South Atlantic marrington@nw6.esrd.net

6 Meeting Agenda ICH CAHPS monthly reporting requirements overview What Matters to You Interventions Patient Poster Provider Poster Open Forum Q & A Closing Remarks & Next Steps p. 6

7 Learning Objectives An understanding of the project goals and deadlines for the individual units in the project The overall purpose of the project and ideas on how to make changes in your unit The interventions introduced during this webinar IHI videos Patient and Provider posters p. 7

8 ICH CAHPS Quality Improvement Activity Plan Erin Baumann, LMSW Patient Services Director, NW2

ICH CAHPS Background ICH CAHPS: In Center Hemodialysis Consumer Assessment of Healthcare Providers and Systems A tool used to measure patient experience of care

9 ICH CAHPS Background ICH CAHPS: In Center Hemodialysis Consumer Assessment of Healthcare Providers and Systems A tool used to measure patient experience of care Participation is required for all eligible facilities Survey is conducted each Spring & Fall The survey is carried out by 3rd party vendors chosen by the dialysis facility p. 9

10 ICH CAHPS Background The staff component questions are comprised of questions to evaluate the staffs approach to patient centered care. These focused questions evaluate the patients experience in areas of feeling that staff listens carefully explains things easily, respectful of the patient s opinion offers enough time with the patient cares about the patient as a person make them comfortable understand how kidney disease affects other areas of the patient s life. p. 10

11 ICH CAHPS Background The Network analyzed the Spring 2016 ICH CAHPS Scores for each question in the Dialysis Center Staff section of the survey. As a result, Question #18 was identified as having one of the highest average negative response Question #18 In the last 3 months, has anyone on the dialysis center staff asked you about how your kidney disease affects other parts of your life? p. 11

12 ICH CAHPS Quality Improvement Activity Erin Baumann, Patient Services Director NW2

13 New England Journal of Medicine Shared Decision Making The Pinnacle of Patient-Centered Care Dr. Michael Barry and Susan Edgman-Levitan P.A.

14 What Matters to You? Shared Decision Making: Shifting focus away from diseases and back to patients and their families. Patient s values, preferences, and expressed needs Coordinated and integrated care, clear, high-quality information and education for the patient and family Physical comfort pain management, emotional support and alleviation of fear and anxiety Involvement of family and friends in patient s care p. 14

15 What Matters to You? Routinely involve patients in the decision making of their care by educating patients of their role, their options and the consequences of their decision Patients receive emotional support and freely be able to ask questions Clinicians become effective coaches or partners learning how to ask What Matters to You? Help patients to make better decisions about their care by viewing the health care experience through the patient s eyes. p. 15

16 Institute of Healthcare Improvement What Matters to You? A change in the way staff and patients communicate. Asking questions to help patients speak up about what their needs are

17 What Matters to You? p. 17

18 Let s Practice What Matters to You? Natalie is a nurse at your facility. Her patient, James just arrived for his dialysis treatment. In the past 2 weeks James has been late for some of his treatments, sometimes for more than an hour. He always apologizes and advises that he will be on time for his next treatment. Natalie is aware that due to his lateness that other patients are being affected. They are getting on their machines later than their scheduled time. Natalie tells James this and advises him that it is important that he comes to treatment on time. James again apologizes and agrees to be on time for his next treatment. Natalie thanks him and continues on to assist another patient. Did Natalie use a patient centered care approach? Did James feel he could voice his reasons for being late? What could Natalie have done differently? 18

19 Chat Check-In Questions/Comments? 19

20 Let s Practice What Matters to You? Michael, a dialysis technician at your facility helps his patient Diana get settled for her treatment. The set up is interrupted by 3 short phone calls the patient receives where she increasingly gets upset after they are completed. The patient is bilingual and is able to speak English, but speaks her native Spanish when she takes the calls. Michael waits for Diana to finish the last call and tells her to just relax. He tells her to not be upset by the phone calls she received. During the treatment the patient takes a nap, and when she wakes up she is tearful. Michael tells Diana not to be sad that her treatment is almost over and she can go home to her family soon. Did Michael use a Patient Centered Approach? Was Diana able to talk about what was bothering her? What could he have done differently? 20

21 Chat Check-In Questions/Comments? 21

Let s Practice Some More! Mary is a nurse at your facility. She helps her patient Dorothy to her chair today and notices that Dorothy is not her usual talkative self.

22 Let s Practice Some More! Mary is a nurse at your facility. She helps her patient Dorothy to her chair today and notices that Dorothy is not her usual talkative self. Mary asks Dorothy How are you doing today? and Dorothy answers I m okay. Mary lets Dorothy settle in at the start of her treatment, but when she comes by to check on her she asks Dorothy What is the matter? You are not yourself today. Dorothy looks at Mary and says Today is my late husband s birthday, and I miss my husband. Mary tells Dorothy that she is sorry for her loss and tells her that she is here to listen if she needs someone to talk to today. How did Mary use the Patient Centered Approach? Was Dorothy able to voice her concerns? What could have Mary done differently? 22

23 Chat Check-In Questions/Comments? 23

24 ICH CAHPS Quality Improvement Activity Intervention Erin Baumann, Patient Services Director NW2

25 Interactive Patient Poster: We want to know! Hang the Patient Poster in a prominent location in the facility Attach a pen to the poster for patients to write directly onto the poster When a poster is full, replace it with a new poster you will be provided two posters Encourage your patients to express themselves 25

26 Interactive Staff Poster: We want to know! How does kidney disease affect all parts of your life? Hang the Staff Poster in a prominent location for staff Attach / Keep Near the post it notes and a pen for staff to write their answer. After they are done ask staff to place the answer onto the poster When a poster is full, remove the post its to make additional room, keep them to submit Encourage your staff to participate 26

27 Interactive Poster Session Next Steps Posters will be received at the Facility by 5/22 Collect comments on the posters through Facility Take Pictures of the completed Interactive Posters Survey Monkey unit response to the poster activity Send completed Patient Poster and Facility Post It comments to the ESRD Network in the by 6/19. 27

28 Goals of the Poster Intervention Help patients and staff put into their own words What Matters to You Once the posters are filled, each unit will send their answers to the Network via or mail for the Network to analyze. Find the links between patient needs and staff goals. p. 28

29 Project Goals and Timelines 1. Patient Surveys are due the first of the month. (February 1 st October 1 st ) 2. A 5% relative improvement during the final measure October A sustainable process for open communication between staff and patients p. 29

30 Open Forum Questions/Comments? LET S TALK 30 30

31 Next Steps: Patient and Provider Posters to be mailed out to you by 5/22. Please let us know if you do not receive. Once you receive: Hang up your Patient and Provider posters in your units Posters and Surveys are due back to the unit 6/19. Starting in June, surveys will be mailed out the first week of the month Submit your webinar evaluation to share your feedback!

32 We need your feedback and suggestions! Please complete our Webinar Evaluation to share your thoughts. We welcome and value your input!

33 Thank You for Attending our ICH CAHPS Intervention Launch

34 Network 2 (NY) Erin Baumann, LMSW Patient Services Director Phone: Fax: Presentation Template Network 6 (GA, NC, SC) Melissa Arrington, MSW Patient Services Director Phone: Fax: Draft for Review Corporate Headquarters 1979 Marcus Avenue Lake Success, NY April 6, 2017 p. 1

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