The Patient Advisor’s Voice in Patient and Family Engagement
Essential Hospitals Engagement Network
December 3, 2013
OUR NEW NAME
We’ve rebranded! The National Association of Public Hospitals and Health
Systems is now America’s Essential Hospitals.
Although we’ve changed our name, our mission is the same: to champion
hospitals and health systems that provide the highest quality of service to all
by achieving the best health outcomes for every patient, especially those in
greatest need. The new name underscores our members’ continuing public
commitment and the essential nature of our work to care for the most
vulnerable and provide vital community services, such as trauma care and
disaster response.
This is an exciting time for us and our members, as we lean forward into new
care models, opportunities and challenges of reform, and quality and safety
innovations that often take root in our member systems.
Our new website address:
www.EssentialHospitals.org
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CHAT FEATURE
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during this event.
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SPEAKER INFORMATION
John Young, RN, MBA
Improvement Coach
Essential Hospitals
Engagement Network
Sharon Cross, LISW
Patient/Family Experience
Advisor Program Manager
OSU Wexner Medical Center
Patient Experience Department
Cortney Forward
Patient Family
Experience Advisor
OSU Wexner Medical
Center
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ACKNOWLEDGEMENTS
•
•
Lisa Freeman
Patient Advocate
Treasurer, Connecticut Center for
Patient Safety
Principal, Patient Advocacy of
Connecticut
Patient Advisory Board member,
Brigham and Women’s Hospital
•
Lisa’s husband died in 2010 from medical
errors which occurred during a 1991
surgery
Lisa is committed to applying what she
has learned from her life’s experience to
improve patient safety
Her goals include preventing breakdowns
in handoffs/communication and educating
patients on actions they can take to
protect themselves from medical errors
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AGENDA
• What is the EHEN and what topics are coming in 2014?
• Which change strategies have been effective in growing a patient
advisor program? - Sharon Cross, LISW and Cortney Forward,
PFEA
• What are four tools that can jumpstart your PFE efforts?
•
Q&A
• Wrap-up and announcements
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PARTNERSHIP FOR PATIENTS
Partnership
Patients (PfP)
• CMS-funded
• Reduce 9 hospital-acquired conditions by 40%
• Reduce readmissions by 20%
Hospital
Engagement
Networks
(HENs)
• 26 contracted organizations
• 3,700 U.S. hospitals
Essential
Engagement
Network
• 22 hospitals nationwide
• Only safety-net focused
• Special focus on health
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EHEN PFE RESULTS (AS OF JULY
2013)
The Partnership for Patients encourages the adoption of five PFE
best practices.
1. Planning checklist: Prior to every scheduled admission, hospital staff
provides and discusses with the patient and family a planning checklist similar
to CMS’ Discharge Planning Checklist. The staff elicits questions or
comments from the patient or family.
2. Shift change huddles/bedside reporting: When feasible, hospital conducts
shift change huddles and bedside reporting in front of patients and family
members.
3. Leader assigned: Hospital has a person or functional area, which may also
operate within other roles in the hospital, that is dedicated to and proactively
responsible for PFE and systematically evaluates PFE activities (e.g., open
chart policy, PFE trainings, establishment and dissemination of PFE goals).
4. Committee/representative on QI team: Hospital has an active PFE
Committee, or at least one former patient that serves on a patient safety or
quality improvement committee or team.
5. PFE representative on board: Hospital has at least one patient who serves
on a governing and/or leadership board and serves as a patient
representative.
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How You Begin
Be Bold
Be Clear
Be Brave
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Models for partnership
PATIENT ADVISOR IMPACT – CAMBRIDGE HEALTH
ALLIANCE
• Helped set the agenda for improvement
» Lead the team (co-chair)
» Refill process, access, new patient orientation, better care transitions,
patient-centered care coordination process
• Give depth to the patient experience and improvement
processes
» Redesign of Walking In the Patient’s Footsteps to formally assess
effectiveness of patient-centered interactions
• Break impasses and catalyze a move forward
» Shared care plans for mental health
» Adoption of patient portals, social media
• Be an active partner/leader in creating the change
» Revised pediatric patient instructions to be readable to patients
» Redesigned waiting rooms, mental health referrals
» Educational events for patients, online resources for parents
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Patient/Family Experience Advisors
December 3, 2013
Sharon Cross,
LISW
Cortney Forward,
PFEA
Advisor Program Overview
Agenda Advisor Program Expansion
Life Cycle of Advisors
Advisor Experience
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Ohio State University Wexner Medical Center
Located in Columbus Ohio
State Tree – Buckeye Tree
Football – OSU Buckeyes
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Ohio State University Wexner Medical Center
 Academic medical center with 18,000 employees
 Top 40 College of Medicine
 Six hospitals – heart, cancer, community hospital, rehab,
behavioral health, medical/surgical
 1,240 Beds
 4,482 Births
 56,592 Inpatient Admissions
 118,280 Emergency Department Visits
 38,627 Surgeries
 1,096,992 outpatient visits
 87% of 2011-2012 “Best Doctors in America” are Ohio
State Faculty
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Advisors
 Current/previous patients or family members who
have received services at Ohio State locations
 Collaborate with Volunteer Services for
screening
 Application
 Interview & reference check
 Background check & fingerprinting
 Orientation including HIPAA
 All Advisors are required to complete this
process
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Advisor Program - Expansion
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Advisor Program - Timeline
2004
2005
2006
2010
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• Customer Service Director began journey in James Cancer Hospital
• Identified need for alternative patient/family feedback mechanism
• Graduate student coordinated 12 patient and family volunteers
• Position in James Volunteer Services
• 50% Volunteers
• 50% Patient/Family ‘Advisors’
• Expansion across multiple hospitals
• 100% Patient/Family ‘Experience’ Advisors
Leadership Role
1. Hospital leadership recognizes that the work adds value (ROI)
2. There is a commitment to improving health care outcomes
through meaningful partnerships with patients and families
(THE ENGINE)
3. PFE is a priority for leaders, staff, physicians, and most
important, patients and families (EXPECTATIONS)
4. A system and method to guide PFE planning, implementation,
and evaluation can be established for the organization
(STRUCTURE & PROCESS)
5. Centralization of oversight or guidance with PFE initiatives
streamlines education, performance tracking, collection of best
practices, and evaluation of outcomes (LEARNING AND
SUSTAINING)
Sue Collier, MSN, RN, FABC - North Carolina Quality Center and
NoCVA HEN
10/21/2013 CMS PfP – Designated PFE Role Presentation
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Advisory Councils Structure
Patient Experience
Committee
Physicians, Staff,
Leadership (2 Advisors
from Patient Advisory
Council)
System-Wide
Patient Advisory Council
22 Members
James Patient/Family
Advisory Council
(Cancer)
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Buckeye Babies
Advisory Council
(Women’s & Infants)
Harding Advisory
Council
(Behavioral Health)
Sickle Cell
Advisory Council
Future Councils
????
Life Cycle Advisor Participation
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Recruitment, Selection, Training
RECRUITMENT
Staff/Physician referred
Website, brochure or other marketing
Volunteers
Quarterly Informational Session
SELECTION
Advisor characteristics
Motivation for volunteering
TRAINING
Volunteer Orientation (HIPAA, safety, security)
New Advisor Orientation
Specialized training based on committee assignments
Speaker Training – 2 sessions
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Sample of Advisor Participation
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Advisor Program Growth
Advisors
160
142
140
116
120
100
80
68
60
40
20
12
21
0
2006
26
2008
2010
2012
2013
Advisor Experience
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Advisor Comments – Fear of Involvement
 Volunteer interest – limited time commitment
 Personal growth – emotionally, physically,
academically
 “The Advisor Program has given me a voice”
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Contact Information
Sharon Cross, LISW
Patient/Family Experience Advisor Program Manager
Ohio State University Wexner Medical Center
sharon.cross@osumc.edu
614-293-0526
~
Cortney Forward, PFEA
cortney.forward@osumc.edu
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ADDITIONAL RESOURCES
• Partnering with patients
and families in multiple
settings and on various
schedules across the
enterprise
• Striking a balance between
sharing information
effectively and respecting
confidentiality
• http://www.ipfcc.org/tools/d
ownloads.html
 See link in chat box
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ADDITIONAL RESOURCES
•
Bedside shift report http://www.ahrq.gov/prof
essionals/systems/hospit
al/engagingfamilies/patfa
milyengageguide/strateg
y3/index.html
•
Discharge planning tool http://www.ahrq.gov/prof
essionals/systems/hospit
al/engagingfamilies/patfa
milyengageguide/strateg
y4/index.html
 See links in chat box
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Q&A
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THANK YOU FOR ATTENDING
• 2014 Webinar Schedule… announcement coming soon!
• Evaluation: When you close out of WebEx following the webinar a
blue evaluation will open in your browser. Please take a moment to
complete. We greatly appreciate your feedback!
• Essential Hospitals Engagement Network website:
http://tc.nphhi.org/Collaborate
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