Partnering with Patients to Inform Meaningful Change. Developing a Patient Experience Program

Transcription

1 Partnering with Patients to Inform Meaningful Change Developing a Patient Experience Program

2 Agenda Project Goals and Objectives Learnings: Best Practice / Critical Success Factors Project Phases / Timelines Patient and Family Engagement Framework Suggested Steering Committee Model Risks Next Steps

3 Project Goals Build a Patient Experience Program to influence models of care, the development of new solutions, and the identification and implementation of further integrations Enable a system-wide culture shift that puts the patient experience at the core of everything we do as a system and at every stage of a patient s health care journey

4 Project Objectives Identify a preferred communication infrastructure that enables the patient experience to be transparent and shared effectively across health system partners Create clarity around the role of the LHIN and Health System Partners in the delivery of exceptional patient experience Develop a mechanism to demonstrate ongoing successes and opportunities for system improvement and create provider accountability Support our health care partners in the delivery of exceptional patient care

5 Project Objectives Develop a mechanism to demonstrate ongoing successes and opportunities for system improvement, and create provider accountability for delivering an exceptional patient experience Establish new and innovative ways to motivate and incentivize health care providers

6 Engaging Patients, Families and Caregivers Leveraging the Experience of Others The Change Foundation At Work, In Plan Emerging Themes Panorama Health Quality Ontario Online resources Engaging Patients for Better Quality Care: Recommendation for Ontario s approach to patient, caregiver and public engagement for better health Thunder Bay Regional Health Sciences Centre University Health Network Kingston General Hospital NHS

7 Learnings: Best Practice/Critical Success Factors cont. Committee has clear purpose/mandate Patient and Family Advisors see that they are making a meaningful difference and their input is valued Look for opportunities where committee can make an immediate impact and ensure continuous feedback loop to build confidence among the group Ongoing recognition acknowledge contributions and impact Direct connection to CEO and Sr. Clinical Role Partnership is authentic and patient and family advisors have the opportunity to identify priority areas for improvement

8 Learnings: Best Practice/Critical Success Factors cont. Effective Recruitment Consider whose voices are needed at the table and skill set required Consider recruiting one or more participants who have previous experience acting as advisors Patients and Family members must have a strong interest in providing constructive input Comprehensive and effective orientation and training for PFAC members Clear patient complaint process WWLHIN leadership and staff must be open and flexible in order to truly allow patients and families to drive change

9 Learnings: Best Practice/Critical Success Factors cont. CEO and Sr. Team membership and ongoing commitment to the Patient and Family Advisory Committee Voice of patients and families must be integrated into the culture of the organization Organizations impacted by PFAC work must be involved Mitigating strategy to manage planned or unplanned change in membership Start small, stay focused

10 Establishing a Patient and Family Steering Committee 1. Organizational Planning (Dec-Jan) Dec Jan 2. Recruitment (Feb-Mar) Feb Mar 3. Orientation / Training (April-May) Apr May 4. LAUNCH (May-June) Terms of Reference Purpose / Mandate Accountability and Reporting Membership and Structure Roles and Responsibilities Implement External Communication Plan i.e. Advertising Interview Tools Develop Orientation/Training Materials Deliver Orientation Workshop(s) Distribute Orientation materials Kick-off Guiding Principles Project identification 5. Evolving the PFAC Recruitment Strategy Training and Orientation Internal/External Communication Plan Evaluation Mechanisms Risk Mitigation Strategies Recognition

11 Patient and Family Committee - Model for Consideration KW4 (2) Waterloo (2) Patient & Family Steering Committee (8+4) Guelph (2) Cambridge (2)

12 Risks / Mitigating Strategies Patients and Family Members may want to use this forum to address their individual complaints. Develop clear patient complaint process and ensure leadership reinforces process among PFAC

13 Next Steps Incorporate Board feedback into the development of WWLHIN Patient Experience Program and the suggested skill set of patients and families who will participate on the Patient and Family Steering Committee

14 Questions