Joanne MacPhail, PFAC Chair, CCO Lesley Moody, Director PCC, CCO
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1 Person-Centred Care Joanne MacPhail, PFAC Chair, CCO Lesley Moody, Director PCC, CCO
2
3 Lesley Moody Director, PCC Dale Slater Sr. Admin. Vacant Group Mgr., PCC Sarah Benn Lead Erica Bridge Specialist Policy Brett Nicholls Specialist Naomi Peek PFA Engagement Specialist Tamara Boric Coordinator Hannah Shamji, Specialist (Casual) Nancy Kraetschmer Group Manager, PROs Sarah Stevens Project Manager Wenonah Mahase Lead Gillian Hurwitz Specialist Nicole Montgomery Coordinator Heidi Amernic Specialist (.6PPT) Zahra Ismail Group Manager, Pat. Ed., Nursing & PSO Tory Cadotte Sr. Specialist Dora Yuen Specialist Sarah McBain Specialist Monika Duddy Coordinator Staff from other divisions supporting PCC: Amy Snow, Communications Strategist Saurabh Ingale, Analyst, CIO Informatics Zahra Sheraly, Prevention and Screening Tash Murray & Lisa Joya, Ontario Renal Network
4 What s driving the patient experience agenda? Excellent Care for All Act Population Management Greater Transparency Greater Accountability
5 A High-Quality Cancer Delivery System Ganz PA, and Levit LA JCO 2013;31:
6 Ontario Cancer Plan IV Overview 6
7 OCP IV PCC linkages Quality of life & patient experience Safety Equity Integrated Care Sustainability Effectiveness 7
8 Elements of Person-Centred Care Person-Centred Care Patient and Family Engagement Patient Experience 8
9 Levels of Person-Centred Care Person-Centred Care Regional Level i.e., RCPs System Level i.e., CCO partnership with patients and public in health care design, delivery and evaluation Patient/Caregiver Level i.e., Abilities-Selfmanagement, Patient activation measures, SDM, consent, individualized care Provider Level i.e. Perceptions of individualized care for patients based on organizational and role structure and education (ICS, P-CAT) Organization Level i.e., Patient/Public partnering in healthcare design, delivery and evaluation (Quality and Impact of Engagement) 9
10 Where we started PCC in the Regions 10
11 Defining Person-Centred Care 11
12 Cancer Care Ontario Person-Centred Care Guideline Knowing the patient as an individual Essential requirements of care Tailoring healthcare services for each patient Continuity of care and relationships Enabling patients to actively participate in their care cancercare.on.ca/pccguideline
13 Person-Centred Communication
14 Patient Knowing Physician Name % of patients who correctly identified physician's name 18% % of physicians who thought patients knew their names 67% Arch Intern Med Aug 9;170(15): Communication discrepancies between physicians and hospitalized patients. Olsen, DP et al 14
15 Patient Knowledge of Diagnosis % of patients who know diagnosis 57% % of physicians believe patients know diagnosis 77% Arch Intern Med Aug 9;170(15): Communication discrepancies between physicians and hospitalized patients. Olsen, DP et al 15
16 Longitudinal Perceptions of Prognosis and Goals of Therapy in Patients with Metastatic Non-Small Cell Lung Cancer Endorsed getting rid of all of the cancer as a goal of therapy 69% Reported that their cancer was curable at baseline 32% JCO JUN 10, 2011: ; PUBLISHED ONLINE ON MAY 9, 2011; 16
17 Physician Discussing Patient Fears % of patients who said physicians NEVER did this 54% % of physicians stated they sometimes discussed patient's fears and anxieties 98% Arch Intern Med Aug 9;170(15): Communication discrepancies between physicians and hospitalized patients. Olsen, DP et al 17
18 The Chasm for Physician Excellence 74% of patients are interrupted by physicians giving the initial history 91% of patients did not participate in decisions regarding treatment plans JAMA ; ; JAMA :
19 The Healthcare Relationship Does Not Require Friendship Agreement on everything Unlimited time Acceptance of boundary violations Practicing outside your scope of practice Does Require Personal connection Mutual respect Genuine interest in the patient Shared understanding of patient illness Shared commitment to patient health and well-being Zwack & Schweitzer, 2013
20 Next Steps PCC Guideline Knowing the patient as an individual Essential requirements of care Tailoring healthcare services for each patient Continuity of care and relationships Enabling patients to actively participate in their care Advisory committee to help determine priorities for guideline dissemination and related tools Shared Decision Making Patient-Physician Communication Equity/Diversity and patient engagement Patient Activation and Self-Management Toxicity Management 20
21 Patient Engagement
22 Growth at Cancer Care Ontario PFAC members 67 PFAs PFAC members 33 PFAs 0 16 PFAC members 29 PFAC members 2010/ / / / /15 22
23 Recognizing Partnership For me, being a PFA means that I am able to give back to the system that saved my life and hopefully provide input that can create change to improve the cancer journey for future patients. Tracy, PFAC Member 23
24 Patient Experience Measurement
25 Patient Reported Experience Measures (PREMs) e-prems* Survey tool and platform to measure the patient experience at point of care
26 Reflections What we ve learnt thus far 26
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