Chrissie Nadzam Blackburn, MHA Principal Advisor, Patient and Family Engagement Institute for Healthcare Quality and Innovation University Hospitals Health System Cleveland, Ohio National Academy of Medicine Leadership Consortium March 23, 2016
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Current and past participation Former Parent President, Rainbow Babies and Children s Hospital s Family Advisory Council CMS Partnership for Patients Campaign s Patient and Family Engagement Network (HEN 1.0 and 2.0) Solutions for Patient Safety Family Engagement Task Force Ohio KePRO s (QIO) Hospital Acquired Infection Learning and Action Network Ohio Patient Safety Institute Board Children s Hospital Association s Speak Now for Kids Advisory Board Institute of Medicine s Care Culture Collaborative National Coordinating Council for Medication Error Reporting and Prevention National Patient Safety Foundation Certification Board for Professionals in Patient Safety North Eastern Ohio Action Coalition (nursing education and practice) Ohio Hospital Association's PFE sub-contractor Current position and reporting structure at University Hospitals Health System in Cleveland, Ohio 3
University Hospitals To Heal. To Teach. To Discover. 4
University Hospitals 1 million individual patients 26,000 physicians and employees Northeast Ohio s secondlargest employer 18 hospitals, including 3 joint ventures >40 outpatient health centers 15 counties in service area 9 adult specialties in U.S. News & World Report Top 50 9 pediatric specialties in U.S. News & World Report Top 50 1,000 residents and fellows 100 resident training programs 5
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1,032-bed Academic Medical Center, including: - UH Rainbow Babies & Children s Hospital - UH Seidman Cancer Center - UH MacDonald Women s Hospital - Medical-surgical hospital Primary affiliate of Case Western Reserve Medical Center School of Medicine Anchors the NCI-Designated Case Comprehensive Cancer Center at CWRU Home of the Harrington Discovery Institute at University Hospitals 7
Principal Advisor, Patient and Family Engagement Position developed in partnership by system CNO and CQO Direct report to CQO Responsibilities include: Development of PFACs- 15 hospital based, 3 disease/dept based Volunteers Patient and Family Advisors (PFAs) Development of education and training for staff and Patient and Family Advisors Quality, safety, HAC committees Pilots for involvement of PFAs on Quality Assurance and RCAs ETeam training, education, and execution Development of PFA and PFAC impact and measurement on culture, performance improvement 8
Highest priority goal for 2016 1. Achieve Patient Engagement and Experience Benchmarks Expand Patient and Family Advisory Councils Explore including patients on entity-specific quality improvement committees Support Chief Patient Experience Officer Expand specific tools such as: ETeam and Immersion program 9
University Hospitals strategy for Patient and Family Engagement Agency for Healthcare Research and Quality s Guide to Patient and Family Engagement Quarterly Planning Committee- interdisciplinary across the UH enterprise Sharing of best practices Goals of each entity for PFE Goals for each entity s PFAC Moving forward and where we are going 10
University Hospitals 2016 PFE Goals Finalize structure of new PFACs and recruitment for all PFACs Patient and Family Advisor on Quality Committee Patient and Family Advisor on Board of Directors Spread of ETeam 11
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Seidman Cancer Center 13
ETeam Partners program Medical Oncology unit (also cares for Sickle Cell patients) Seidman Cancer Center PFAC Volunteer PFA (ETeam Partner) rounding on patients and families Peer to peer mentoring Encouraging utilization of ETeam notebook Advocacy based Support by chief hospitalist and head nurse manager Operations Results 14
It's not often that patients, physicians and nurses find the perfect "glue" to hold things together. Ed has become that glue in Seidman. In the tumultuous world of medicine these days, we often forget about the fear, unpredictable nature and course of ones disease and the questions patients and families are scared to ask. Ed has broken that barrier, provides patients and caregivers the information and thoughtful approach that ultimately translates to safer, compassionate care of our patients. I know that our patients truly appreciate Ed and he opens doors that most of us cannot. - Dr. Jonathan Wynbrandt Medical Director, Hospitalist Service, UH Seidman Cancer Center 15
ETeam Partners pilot HCAHPS data 16
ETeam Partners pilot readmission data 17
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Q & A Thank you! 19