Patient Family Advisory Council Conception, Inception, Implementation and Growth 2013-2017 Jackie Levin RN, MS AHN-BC, NC-BC Patient Experience Jefferson Healthcare
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Jefferson Healthcare Medical Center Critical Access Hospital 25 IP beds, Family Birth Center, Swing Bed, ICU Multiple Primary Care Clinics 24-Hour Physician Staffed Emergency Department Medical Services Rehabilitation --Family Birth Center Oncology --Diagnostic Imaging Wound Care --Home Health and Hospice Sleep Clinic --Anticoagulation Orthopedics --Urology Laboratory --Behavioral Health Surgery --Wellness Women s Clinic --Cardiology Services 4
Timeline: 2012 - Present Growth 2015- Present Inception 2013 Implementation 2014 Conception 2012 5
CONCEPTION: 2012 Leadership Commitment and Directive CEO CNO Chair: Patient Advocate Administrative Support Reporting Structure: Executive Quality Committee 6
Inception: A Team Approach 2013 Team approach Human Resource support and input Developed application and Interview questions Service Excellence Committee Subgroup Reviewed the literature Determined Qualities/Qualifications of PFAC members Decided initial size of committee (10 people) and staff : PFAC members ratio 7
Community Members Getting the word out Primary care office Newspaper ads Local bulletin boards Patient Advocates Recruitment of Members Staff Members Request emails went out to Directors for members 1 year commitment, paid time Interview process 6 person Panel Multidisciplinary Inpatient, ED, Clinics 8
Implementation Human Resource Process HR Vetting New Employee Orientation PFAC Orientation Introductions Mission, Vision and Values of PFAC Charter Development Agenda each meeting sent out the week before 9
Introductions Bring a small object that represents for you the meaning and purpose of PFAC. Intention: Generate from the members, the foundational philosophies of PFAC Hear unique voices and personal stories Listening, connecting, understanding, openness 10
Objects and Statements Objects Dollar Bill Car stuck in the mud Elephant stuffed animal Headphones Heart-shaped stone Grandmother s necklace Statements Ensure my input is valued. Be open to new ideas Safety to speak up Importance of Listening Caring Patient Voice and Choice 11
Take Your Time Charter, Mission, Vision, and Values Development Do this with the members, not before the start of the Council Read many mission, vision and values statements Complete Charter, Mission, Vision and Values 12
Mission, Vision, Purpose Mission: Our mission is to serve as an advisory resource for Jefferson Healthcare on providing excellence in person centered care. Vision: The patient is at the heart of all decisions. The Jefferson Healthcare Patient & Family Advisory Council is dedicated to advancing comprehensive and compassionate health care. Purpose: Patient & Family Advisory Council will have an active role in improving the patient and family care experience by identifying opportunities, gathering and providing feedback and perspectives on Hospital plans, activities, and programs related to patient and family centered health care. 13
Growth: Integrating and Infiltrating Patient Advocate identifies patient concerns Invite Directors to PFAC Meetings to hear concerns Directors want patient /family input request to be put on the agenda Kaizen Events (Six Sigma-small tests of change) Secret Sleeper in Acute Care Unit Hospital Committees Health Equality Committee Ethics Committee Patient Billing Experience 14
PFAC Members Photo 15
Accomplishments: Year One Highlights Day in the Life of a Patient Tour Recommendations on the implementation of MyChart Signage recommendations Kaizen: Financial Committee streamline the Compassionate Care application process Kaizen: Review the Walk-In clinic waiting times Suggestions for greater transparency of medical charges Parking during construction Revision of the Inpatient and Family Handbook 16
Accomplishments: Years 2 and 3 Highlights Advance Directives Policy Secret Sleeper Diabetes Education Signage-New Building Attendance at the Beryl Institute Patient Experience Conference Ethics Committee Quiet at Night Committee Shop Local Newsletter by PFAC Member Primary Care Call Center Kaizen 17
Attend a Patient Experience Conference Conferences: Beryl Institute Studer Group Patient Experience Summit Next Generation Patient Experience Why Attend? Join and advance the patient experience movement Learn leading edge strategies and technologies for engagement Inspiration, connection and new ideas 18
Challenges and Potential Pitfalls Getting the word out to Internal and External Marketing Department Directors and Staff Community Not engaging PFAC for input with hospital or department changes New building in design and construction phases New process with anticoagulation services Concern from staff and directors Are they going to yell at us?! 19
Quiet at Night Project Situation Low quiet at night scores on Surveys, lower than benchmark Background Part of Strategic Plan to improve patient experience Moved to 12 hour shifts Unable to improve scores Assessment Unable to improve scores Unsure of problem Recommendation PFAC member: Secret Sleeper 20
Secret Sleeper Experience Biggest Noise Makers Opening pop cans, garbage bags, squeaky wheels, dish collection Staff talking down hallway Door latches: patient room, bathroom, kitchen, med room Noises that did not disturb Unavoidable sounds of monitors Quick responses by nursing staff 21
Unit Changes Implemented Environmental Services Staff instructed to open garbage bags before 8:00 PM at end of hallways without snapping Remove evening dishes before 8:00 PM Nursing Staff Yacker Tracker reminders New cart purchase Repair of squeaky wheels Reduce use of Kitchen Door 22
Secret Sleeper Outcomes 2 nd Overnight 1 Year Later Improvements Noise quieted down around 9:00 PM No bags snapping or cans snapping Less door noise from kitchen Nursing station quieter Quieter carts/wheels Continued Noise Staff talking while walking down hallway Unavoidable alarms No significant improvement in Survey scores Student Nurse Project Review best practices Learn what more we can do 23
Future Plans Patient/Family Feedback Forums ED, Inpatient, Surgery, Clinic PFAC member to join PFAC Chair to Beryl Conference 2018 Increase membership on hospital committees ACU/ICU Patient Access in Primary Care Clinics Palliative Care Committee Committees and Teams run by PFAC Members Advance Directives Volunteers 24
"The analyses upon which this publication is based were performed under Contract Number HHSM-500-2016-00077C entitled, "Hospital Improvement Innovation Network," sponsored by the Centers for Medicare & Medicaid Services, Department of Health and Human Services." 25