Preparing Members of a Patient and Family Advisory Council Allison Chrestensen, Project Coordinator at Duke University Health System Tiffany Christensen, Performance Improvement Specialist, NC Quality Center Tanya Lord PhD, MPH, Director of Patient and Family Engagement, Foundation for Healthy Communities
Defining Patient Experience - The Beryl Institute www.theberylinstitute.org 2
Patient Experience Regional Roundtables 2016 Cleveland, OH Newark, DE Denver, CO MetroHealth September 1 Christiana Care October 13 Craig Hospital October 20 www.theberylinstitu te org 3
Become a Certified Patient Experience Professional. Applicants should have a minimum 3 years of professional experience in a patient experience related role or completion of 30 Patient Experience Continuing Education Credits (PXEs). Learn more at www.pxinstitute.org
Housekeeping All participant phone lines are muted. The presentation will run 45 50 minutes with about 10 15 min for Q&A. Q&A will be conducted through the Q&A 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. This program is approved for 1 PXE Receive instructions on how to claim PXE in follow up email along with a survey Look for the email tomorrow afternoon
PX Continuing Education Credits In order to obtain patient experience continuing education credit, participants must attend the program in its entirety and return the completed evaluation. The planning committee members and presenters have disclosed no relevant financial interest or other relationships with commercial entities relative to the content of the educational activity. No off label use of products will be addressed during this educational activity. No products are available during this educational activity, which would indicate endorsement.
Continuing Nursing Education Disclosure Preparing Members of a Patient and Family Advisory Council The purpose of this educational activity is to enhance the knowledge base of the direct patient care Registered Nurse focused on patient experience regarding the impact quality health literacy can have on the patient experience by discussing what health literacy is, who is affected, and how it is interwoven into multiple aspects of the patient experience in an effort to increase the awareness and understanding of the impact quality health literacy can have on the patient experience as evidenced by active discussion during the activity and an intent to influence a change in practice as reflected on the post activity evaluation tool. Approval Statement: This continuing nursing education activity was approved by the Texas Nurses Association, an accredited approver by the American Nurses Credentialing Center s Commission on Accreditation. Conflict of Interest: The planning committee members and presenters have disclosed no relevant financial relationship planning or implementation of this activity. Notice of Requirements for Successful Completion: To receive contact hours for this continuing education activity, the participant must attend the webinar in its entirety and complete the evaluation. Once successful completion has been verified, a Certificate of Successful Completion will be awarded for one contact hour.
Facilitator Introductions
Preparing Members of a Patient and Family Advisory Council
AC
Why the PFAC Training? Consistent experience for PFAs, staff and presenters An established and understood system for reporting and sharing best practices Confident PFAs and comfortable staff More respectful interactions A fast track to effective conversations and useful feedback/participation AC
Training Component 1 PFAC BACKGROUND TL
Begin at the Beginning What is a PFAC? A Patient and Family Advisory Council (PFAC) partners patients and families with members of the healthcare team to provide guidance on how to improve the patient and family experience (and improving quality and patient safety). Through their unique perspectives, they give input on issues that impact care, ensuring that the next patient or family member s journey is easier. ~Meghan West and Laurie Brown, BJC Healthcare TL
Manage Expectations from the Start What a PFAC is Not... A place to sort out personal grievances or complaints A place to focus on personal agendas.
Advisor or Advocate
Acronyms Can Alienate! PFAC: Patient and Family Advisory/Advocacy Council PAC: Patient Advisory Council FAC: Family Advisory Council PFA: Patient and Family Advisor PFE: Patient and Family Engagement PFCC: Patient and Family Centered Care TL
Teach: Organizational Structure Why is this important? TL
Your Hospital Over annual admissions Over emergency visits This is who the PFAs are representing.
Benefits to the hospital Direct input about patient needs No more need to guess or make assumptions Strategy to promote safer care Improve patient experience Strengthen community relations Shift culture to authentic Patient Family Centered Care
Benefits to Participants Gain better understanding of the healthcare system Use personal experiences to make a difference Have a venue to express opinions, thoughts and desires knowing that they will be heard Make a positive impact Give back to your community Opportunity to learn new skills
How do hospitals and clinics primarily receive patient/family feedback? How is the feedback we get from PFAs and PFACs different? TL
PFAC Specifics Past successes PFAC vision On going projects/programs
Why is This Information Important? Provides PFAs with: An understanding of how the work fits into current trends in healthcare A clear picture of the layers of the healthcare organization as well as the complexity they are working within Better equips them to do their job Helps to avoid confusion & frustration in the future TL
PFAC leadership CO CHAIR 1: Clinical/Administrative Leader CO CHAIR 2: Patient/Family Advisor TC
Missions and Charters PFAC Charter guides the work and sets expectations Co design WITH PFAs All PFAC members vs. subcommittee Living Document Incorporate vision for the PFAC into hospital mission statement TC
Training Component 3 COMMUNICATION STRATEGIES AC
What are the challenges patients and families experience when providing feedback in a healthcare environment? AC
What do you think could cause staff to be resistant to an PFAC member opinions and feedback? AC
Training paves the road for success by identifying and working through potential barriers at the start AC
Tension can happen in a PFAC environment Why? AC
Effective Advisor Communication Make observations: I saw trash on the floor Make requests: Would it be possible to? Engage in open dialogue: Have you tried? Show empathy: I m sure you ve thought about this but Show appreciation for challenges AC Make evaluations: Your hospital is dirty Argue for change: You should Make demands Make judgments: Doctors don t care Wear the expert hat Become impatient with lack of change
Effective Staff Communication Make excuses and/or argue against change: That won t work Talk down to someone Make judgments: You wouldn t understand Use jargon Become impatient with stories or lack of background knowledge AC Listen for opportunities/remain open: We tried that but perhaps we can approach it differently Make requests: Would you mind taking more time/doing more research and getting back to us with recommendations Engage in open dialogue about a story: What did you learn from that that can help us improve? Show empathy and appreciation for challenges
The Bottom Line of PFA Communication Group discussion: Is it true? Is it helpful? Is it necessary? Is it compassionate? What happens if feedback/a story is based on perception and not verifiably true? What does helpful look like in this context? Why should we consider whether a story or feedback is necessary? Why do we ask PFAs to be compassionate when giving feedback or relaying experiences? AC
Training Component 4 MEASUREMENT & ACCOUNTABILITY AC
How do we measure success? Tracking/logging PFAC projects & activities Process improvement PFA satisfaction surveys Impact measurement Baseline & follow up metrics for PFAC projects Presenter surveys AC
Upcoming PFE Webinars Sophisticated Approaches to Patientand Family Advisor (PFA) Engagement Tuesday, October 4 th 1PM CT/2 PM ET Innovative Approaches to Measuring Patient and Family Engagement Tuesday, November 8 th 1PM CT/2PM ET
Tiffany Christensen Thank you!! PFE Specialist, NCQC tchristensen@ncha.org (919) 677-4119 Allison Chrestensen PFE Consultant, NCQC allison@tandemconsulting.net (919) 627-2180 Tanya Lord Director of PFE, NH Foundation for Healthy Communities tlord@healthynh.com
PX Continuing Education Credits This program is approved for 1 PXEs In order to obtain PXEs, participants must attend the program in its entirety and complete evaluation. Look for email with instructions next day
Upcoming Webinars August 30: Empathy as a Breakthrough Approach to Culture Transformation Rhonda Dishongh, Leader of Patient Experience and Patient Relations and Patient Access, Memorial Hermann Northeast Hospital; Polina Strug, MPH, Director of Patient Experience & Patient Relations, Memorial Hermann Texas Medical Center; Ashley Dubbelde, MHA, Director of Patient Relations and Customer Experience, Memorial Hermann Katy Hospital; Dorothy Sisneros, MS, MBA, Partner and SVP Client Services, Language of Caring September 8: Initiative to Promote LGBTQ Inclusion in the Patient and Family Experience Leanne Cimato, Manager, Family Centered Care, Children s Hospital of Philadelphia; Linda Hawkins, Family Services Specialist, Children s Hospital of Philadelphia; Rachel Biblow, Senior Director of Patient Family Services, Children s Hospital of Philadelphia September 13: Designing Environments that Heal, Part 1: Healing Lorissa MacAllister PhD, AIA, LEED AP, NCARB, EDAC, President, Enviah and Susan Mazer PhD, President, Healing Healthcare Systems September 20: Engaging Physicians in a Communication Skills Training Program* Katie Neuendorf, MD Palliative Medicine Physician and Director of the Center for Excellence in Healthcare Communication September 27: Designing & Implementing and Effective Hospital Based Music Program William Dawson, Semans/Byrd Musician in Residence, Performing Arts Coordinator, Arts & Health at Duke, Duke University Hospital October 4: Sophisticated Approaches to Patient and Family Advisor Engagement, Part 3 Allison Chrestensen, Project Coordinator at Duke University Health System, Tiffany Christensen, Performance Improvement Specialist, NC Quality Center and Tanya Lord PhD, MPH, Director of Patient and Family Engagement, Foundation for Healthy Communities October 11: Designing Environments that Heal, Part 2: Evidence Based Design Lorissa MacAllister PhD, AIA, LEED AP, NCARB, EDAC, President, Enviah and Susan Mazer PhD, President, Healing Healthcare Systems *Complimentary webinar. Space is limited for the webinar. If the webinar reaches capacity, registrants will have an opportunity to join a waiting list and a webinar replay will be provided. Part of the Webinar Series on Patient and Family Engagement
We invite you to join us We invite you to join our global community of over 45,000 members and guests passionate about improving the patient experience. Become a member today at www.theberylinstitute.org
Thank you for participating! Please look for a post webinar evaluation coming soon www.theberylinstitute.org