The Living History Program Overview Presented by Sheila Brune, Founder, The Living History Program

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1 The Living History Program Overview Presented by Sheila Brune, Founder, The Living History Program Dial-in Number: Passcode:

2 Defining Patient Experience - The Beryl Institute 2

April 17-19 The Fairmont Hotel Dallas, Texas Five Keynote Speakers 28 Breakout Sessions Focused on Five Tracks Learn from leading

Healthcare Presbyterian Healthcare Services Vidant Health and many others Two Pre-Conference Workshops The Patient Experience

3 April The Fairmont Hotel Dallas, Texas Five Keynote Speakers 28 Breakout Sessions Focused on Five Tracks Learn from leading organizations including: Banner Health Rush University Medical Baptist Health Center Care Cancer Care Ontario Scripps Health Cleveland Clinic Foundation St. David's Healthcare Dignity Health The Ohio State University Georgia Health System UCLA Health System MD Anderson VA Connecticut Healthcare Presbyterian Healthcare Services Vidant Health and many others Two Pre-Conference Workshops The Patient Experience Pyramid Workshop an H-CAHPS Improvement Strategy Colleen Sweeney, Founder and Owner, Sweeney Healthcare Enterprises Leading Your Patient Experience Strategy to the Next Level Presented by Wendy Leebov, Jill Golde and Dorothy Sisneros, Leebov Golde Group

Housekeeping All participant phone lines are muted. The presentation will run 30 minutes with about 10-15 mins. for Q&A. Q&A will be conducted through the chat function.

4 Housekeeping All participant phone lines are muted. The presentation will run 30 minutes with about mins. for Q&A. Q&A will be conducted through the chat function. Please submit questions to the host for a facilitated Q&A after the presentation. Webinar materials and session recording will be available for all attendees. (an will notify you when available with the appropriate link) A post-webinar survey will be distributed following today s session. 4

Today s Presentation The Living History Program Overview Presented by Sheila Brune, Founder, The Living History Program Currently being used at over 40 hospitals with tremendous success in impacting

5 Today s Presentation The Living History Program Overview Presented by Sheila Brune, Founder, The Living History Program Currently being used at over 40 hospitals with tremendous success in impacting patient, family and staff satisfaction, The Living History Program is a process for engaging patients to gather and share basic life information. It enables healthcare workers to provide care to the heart and soul of the patient, positively impacting the way we care about and for patients. This presentation will describe the mechanism for interviewing patients and their families for their life stories, writing the story and then using it to make connections on a new level. Sheila Brune 5

6 Using Life Stories to Create Stellar Patient Experiences

7 Thanks for Joining us Today O What you will learn O What patient-centered care is and is not O How you get it O How using life stories impacts patient centeredness O How to get more details on this unique program

8 Patient-Centered Care O What it IS: O Integrated understanding of the patient s world O Addresses the whole person O Looks at emotional needs O Speaks to life issues *BMJ 2001;322(7284):444 (24 February), doi: /bmj

9 Research tells us: O Our patients uniformly value all aspects of patient centeredness O Our patients WANT this kind of care! BMJ 2001;322(7284):444 (24 February), doi: / bmj

10 The BIG Plus! O There is also evidence of tangible benefits. Patient-centered communication is positively associated with: O Improved patient satisfaction O Adherence to treatment plans O Better health outcomes Stewart M. Effective physician-patient communication and health outcomes: a review. Can Med Assoc J 1995; 152:

11 What is the Value of Patient-Centered Care? Listening carefully and involving the patient in care decisions resulted in a $42 million pledge from The Matthew and Carolyn Bucksbaum Family Foundation

12 Our patients want... O To be valued O To be listened to O To feel our compassion and understanding O To feel special O To be treated as an individual

13 The Living History Program We give care to the heart and soul of the patient using their life story.

14 Not give care to... O The room O The diagnosis O The revenue source! BUT CARE FOR THE PERSON BEHIND THE ILLNESS

15 O The quality of the hands-on care is most important O There s always a person behind the illness O We will be judged by the people we touch Quint Studer

16 What is a story? A living, breathing chronicle of the patient s non-medical history

17 What is the value of a story? OSelf-esteem OA life well-lived OA look in the mirror OWorthwhile impact OHow will I be remembered?

18 Alfred Nobel

19 Our Stories... O Are powerful O Are important O Must be told O Give us dignity and a sense of self-worth

20 How do we get the story?

21 Storywriters are the key O Multidisciplinary employees or volunteers O Great people who really care O Seldom traditional bedside caregivers O People who believe in the program O The wildly enthusiastic!

22 Who are they? O Employees who love to do extras O Volunteers O Students O Interns O Teens O Almost anyone

23 Training Basics O Listening O Interviewing O Building Rapport O Making connections O Communication

25 How do we connect? 1. Real Connections 2. Compassionate or Emotional Connections 3. Scripted Connections

26 Real Connections When you actually have something in common: O I know someone you know O You and I share a common interest O I have worked or visited somewhere you have been O We have a similar background or heritage

28 Or you may just have a compassionate connection Something in the story moves you to understand O Or makes you stop and think O Or moves you to deeper feelings O Or makes you appreciate someone more O Or reminds you of your own life

30 Scripted Connections O When you hear something and you want to know more: O To show interest O To understand O To satisfy your curiosity O To learn something new

31 Questions We Always Ask O Name and nicknames past and present O Maiden names mother, grandma, etc. O Where and when they were born O Family brothers and sisters, and others O Schools where and when O Life partners wedding dates and places O Children and grandkids

32 O Jobs and experiences O The military O Hobbies O Likes and preferences O Travels O Organizations and groups O Churches

33 But the stuff GREAT stories are made of... O How they met the love of their life O Who were they named after O Childhood events and chores O Important inventions or innovations they lived to see O Wedding details and anything that was fun that day!

34 Most beautiful place you ever visited

35 Grandpa just loves to talk about ME!!

36 OFavorites O TV show O Movie O Song O Vacation O Season or holiday O Food or candy O Color

37 A great ending... O What makes you joyous O What do you love most about your life O What do you VALUE most in your life

38 When the questions are answered, the story writes itself O Let the flow just happen O Start at the very beginning O Go chronologically O Put things in; take stuff out O And do a wrap

39 The Final Story O We all LOVE seeing our name in print O People are surprised at their story O Rich details enrich the story and the experience O Special anecdotes make the story more enjoyable

40 The Story O Always has the same basic look O Is a short-story format O Generally has the same content and flow O One-page

41 How the story is used in healthcare O Everyone who cares for the patient reads the story O Then they look for ways to connect on new and better levels O Use the information in care planning, reports, discharge planning O Say, I read your story. I liked your story.

42 What Patients? O The chronically ill with a diagnosis that causes multiple or extremely long admissions (CA, CHF, CVA, CAD, COPD) O Seriously ill O Extreme elderly O Those going to HHC, Nursing Home or Hospice Care/Comfort Care

43 I don t have a story.

44 Accept my invitation.... O Write your own story O See how it reads O Think about changing it if you want O Share it with others O Think about the POWER

45 And this... Live your life to be a story worth telling.

46 Consider This O It is reasonably priced O It is relatively easy to set up O We will provide all the support you need O It makes better use of volunteers O It is fun and exciting O It is rewarding and makes lots of folks happy O It s absolutely the right thing to do for our patients!

Getting Started Introduce the gift of patient stories to your organization. The Living History Program can be implemented for a nominal fee of $1,000 per facility.

47 Getting Started Introduce the gift of patient stories to your organization. The Living History Program can be implemented for a nominal fee of $1,000 per facility. This covers your first year's licensing fee and training and supporting materials: Webinar kick-off training (train-the-trainer) Access to online Toolkit including Program overview/ Guidebook Storywriter template Story templates FAQs Customized print-ready brochure to help explain the program to your patients and families Access to The Living History Program Community Group to learn best practices from other participating organizations Quarterly newsletters providing helpful hints and success stories from other users Recognition on The Living History Program participating organizations page One annual membership to The Beryl Institute Following the first year, annual renewal of licensing and access to supporting materials is only $500 per facility. 47

48 PROGRAM QUESTIONS Stacy Palmer VP, Strategy and Member Experience The Beryl Institute

We invite you to Join us The Beryl Institute is the leading community of practice for individuals and organizations committed to improving the Patient Experience.

49 We invite you to Join us The Beryl Institute is the leading community of practice for individuals and organizations committed to improving the Patient Experience. Through its efforts, the Institute: Engages over 15,000 members and guests from over 40 countries Produces two monthly e-news features Patient Experience Newslink and Patient Experience Monthly, sharing leading policy and practice around the patient experience Publishes 6-8 comprehensive white papers per year and offers accompanying webinars Supports patient experience research grants Conducts the leading benchmarking study on the state of patient experience Hosts the annual Patient Experience Conference and Regional Roundtable gatherings

50 Thank you for participating! 50

A Guide to the Certified Patient Experience Professional (CPXP) Examination

A Guide to the Certified Patient Experience Professional (CPXP) Examination Patient Experience Defined The Beryl Institute www.theberylinstitute.org 2 Housekeeping All participant phone lines are muted.