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Planetree 2012

INTERNATIONAL ACTIVITIES

ADVANCED PATIENT-CENTERED PRACTICES

Hello from Planetree International Staff!

INTERNATIONAL ACTIVITIES

Planetree Partner Activities

• Planetree Netherlands- The largest patient-centered member community outside of the U.S.

• Annual member day event with over 570 participants!

• High quality, innovative members, including some of the first Planetree Designated sites

Netherlands

First Hospitals in Europe Awarded Planetree Designation, and First LTC Sites in the World

Gemini Hospital,

The Netherlands

LTC SITES DESGINATED IN 2010/2011

• De Merlinge

• Judith Leysterhof

• The Toonladder

Newest Designated Dutch LTC Communities…

Het Gasthuis

Molenhoek (Rivas Zorggroep)

Tiendwaert (Rivas Zorggroep)

De Vijverhof (Rivas Zorggroep)

Pantein Care Center Op’t Hoogveld

Pantein Care Center Huize Loôn

De Wieken (Rivas Zorggroep)

Planetree Quebec:

19 healthcare organizations

1 manufacturing company

Potential New Planetree Partners

• Brazil – In active discussion

– Possible structure as a part of an existing or a new subsidiary of Hospital Israelita Albert Einstein

• Australia – Preliminary discussions

– Collaborative involving two parties, Health Consumers Alliance of South Australia and regional Ministry of Health

New Collaboration Opportunities

• Joint Commission International (JCI)

• Denmark-Unit of Patient-Perceived Quality, The Capital Region of Denmark Copenhagen

• Singapore-Ministry of Health

• Malaysia-International Medical University

2012 Planned International Engagements

• Brazil: Latin American Hospitality Congress-March

• France: IHI/BMJ International Forum-April

• Singapore: Patient-Centered Care Workshop-April

• Quebec: Coordinator day and Board meeting-June

• Scotland: NHS Lothian University PCC Symposium- June

• Kenya: USAID African Leadership Workshop- June

• Japan: Japanese Society Quality Assurance-September

• Australia: Health Consumers Association- September

• Switzerland: ISQua Conference-October

One patient’s experience ignited a global movement

“…the ideal hospital would

combine the best of modern

medicine, with the best

possible patient care

experience to become a truly

healing environment, where

just being there is healing .”

Angelica Thieriot

1978

A simple message to all healthcare providers:

“How do you want to be remembered?”

-Laura Gilpin, RN

Our challenge: to listen to the patient and include them as members of the health care team

Personalize Humanize Demystify

Our challenge: to share information and decision-making with the patient

Project Puts Records in the Patients’ Hands By RONI CARYN RABIN

Published: January 9, 2012

“The medical record is information that really belongs to the patient, but it’s treated like a classified document,” said Susan B. Frampton, president of Planetree, a nonprofit organization based in Derby, Conn., that promotes patient-centered approaches to health care.

DEFINING, MEASURING AND RECOGNIZING EXCELLENCE IN PATIENT-CENTERED CARE

PLANETREE DESIGNATION

Planetree Designation Program

28 Planetree Designated Sites Worldwide

14 sites in the U.S.

12 sites in the Netherlands (10 continuing care sites; 2 hospitals)

1 site in Quebec, Canada

1 site in Brazil

Designated Hospitals

Carolinas Medical Center-Mercy (NC)

Centre de réadaptation Estrie, Quebec

Delnor Hospital (IL)

Fauquier Hospital (VA)

Flevoziekenhuis, The Netherlands

Gemini Ziekenhuis, The Netherlands

Griffin Hospital (CT)

Hospital Israelita Albert Einstein (Brazil)

Kadlec Regional Medical Center (WA)

Longmont United Hospital (CO)

Mid-Columbia Medical Center (OR)

New York Presbyterian Hospital/

Westchester Division (NY)

Northern Westchester Hospital (NY)

Sharp Coronado Hospital (CA)

Valley View Hospital (CO)

Waverly Health Center (IA)

Windber Medical Center (PA)

Dutch Resident-Centered Communities

Care Center, Huize Loôn

OUTCOMES SUPPORTING PLANETREE MODEL OF CARE

Perc

ent

(%)

Planetree Designated hospitals are more highly recommended

Patients Would Definitely Recommend This Hospital to Friends and Family

Perc

ent

(%)

Planetree hospitals are more highly recommended

Patients Would Definitely Recommend This Hospital to Friends and Family

Perc

ent

(%)

Planetree hospitals are more highly recommended

Patients recommend Planetree designated hospitals significantly

more than peers (9%+)

Patients Would Definitely Recommend This Hospital to Friends and Family

Patients are more satisfied at Planetree hospitals

% of Patients Highly Satisfied (Scored a 9 or 10)

Perc

ent

(%)

Patients are more satisfied at Planetree hospitals

% of Patients Highly Satisfied (Scored a 9 or 10)

Perc

ent

(%)

Patients are more satisfied at Planetree hospitals

% of Patients Highly Satisfied (Scored a 9 or 10)

Perc

ent

(%) Patients at Planetree

designated hospitals are significantly more

satisfied than at other hospitals (8%+)

ADVANCED PRACTICES IN PATIENT CENTERED CARE

ALBERT EINSTEIN HOSPITAL BRAZIL

• The hospital was built in 1971 by Jewish Benevolent Albert Einstein Brazilian Society.

• Reputation for cutting edge technology, humanized care and a commitment to social responsibility, teaching and research.

Why Planetree?

“Planetree complements the Society’s mission, and

guides the humanization of the hospital, with well-structured strategies and strong impact on

the results of customer satisfaction.”

Facilitators of Humanization

OA • Staff education and training in humanization

PA

• Engaging leadership—doctors, managers, and supervisors—to model humanization

• Humanizing the environment (e.g., quiet)

DA • Empowering patients with information

• Actively engaging volunteers

Humanization is Increasingly Evident across HIAE

• “Each sector improving its care, humanizing, it’s becoming more humanized, and this has been a strong point for Einstein.” (Employee)

• “Once the Planetree training is done with all employees… I think the humanization, the focus on the patient, will improve a lot…. If there’s more focus on patients… this will improve care because the organization, what it does for patients, is excellent. Humanization as Planetree will make this even better...”(Employee)

Certain patients in certain units

More units and also families and staff

Entire hospital, and also physicians

Findings: Improved staff empathy and compassion as measured by patient compliments vs. complaints

4,63

10,01

36,3

0

5

10

15

20

25

30

35

40

Indicador

2009 2010 2011

Período

Indicador de Humanização

CMC MERCY HOSPITAL U.S.A.

Fast Track to Designation

• Focused on Staff Engagement, Medical Staff Engagement, Communication, Measurement

Identified Leaders and Engaged Staff

• Identified and engaged top performers to participate on the steering committee and in work groups

• 94 percent of staff attended retreats in the first two years (2008-2009)

• Staff now attending second level retreats (2010-2012)

Focus on Medical Staff Engagement

• Dr. Waxman co-chaired Planetree steering committee that led to creation of his role: – Medical Director, Patient-Centered

Care

• Medical Executive Committee Involvement

• New Physician Orientation • Physician Well-being Talks • Schwartz Center Rounds

Dashboard Measures Outcomes, Tracks Progress

• Mercy Experience Dashboard measures outcomes and tracks progress

– Inpatient “excellent” scores for nurse communication soared from 43.4% to 87.7%

– Likelihood to recommend increased from 61% to 80.8%

– Workforce commitment indicator score rose to 89th percentile

Patient Safety: Outperforming in every domain

SHARP HEALTHCARE SYSTEM U.S.A.

Ailing Hospital Seeks a Cure

2000: Sharp Coronado Hospital failing: eroding market share, negative operating margins, an aging medical staff and difficulty recruiting

2002: Planetree affiliation: The focus of Planetree

implementation was on engaging staff and physicians, changing attitudes, and listening to the voice of patients and families.

2005: “Planetree Unit Designation” process engaged

the team

Planetree Pathway to Health and Wellness

• Steering committee, a multi-disciplinary hospital-wide workgroup

• Patient and family advisory council, staff training, Physician Forums

• Within just a few years, implemented: – patients unrestricted access to their

medical records,

– development of a Care Partner program,

– and introduction of a variety of integrative healing modalities

Exemplary Service, Quality and Safety

• 2007 Malcolm Baldrige National Quality Award (Sharp Healthcare System)

• Press Ganey: for sustaining the highest level of excellence in patient satisfaction for both inpatient care and ED

• “Best Place to Practice” award in 2009 for two consecutive years of physician satisfaction greater than the 95th percentile

• Ranked among the “Top Ten California Hospitals” for clinical quality outcomes.

• This past year Sharp Coronado earned an “Outstanding Patient Experience” Award for HCAHPS scores and its physician satisfaction and engagement ranked at the 99th percentile.

Sharp System Adopts Planetree

• These compelling results helped drive the entire Sharp HealthCare system to adopt the Planetree model in 2010

• In 2011, the 368-bed Sharp Memorial Hospital was named a Designated Planetree Patient-Centered Hospital.

• Co-hosts for the 2012 Planetree Annual Conference in Palm Desert, California on September 30th

INNOVATIONS IN PATIENT-CENTERED PRACTICES

Innovations in Partnering with Patients & Families

Patient Rx

• Developed by Good Samaritan Hospital (Kearney, NE)

• Preferences around visitation

• Cultural/language requests

• Option to request visit from clergy, animal, clown

• Option to review medical record

• Option to designate care partner

• Option to request massage

• Option to request aromatherapy

• Option to purchase guest tray

• Option to request newspaper, videos, games and more

“I had experience running departments in my working career and was eager to share my knowledge and expertise on this project (a Work Team focusing on Job Descriptions and Performance Evaluation). This gave me the opportunity to collaborate, create and implement a project from beginning to completion. I helped the community to have a committed and happy workforce which results in a partnership with residents and a positive atmosphere.”

Engaging Patients and Residents in Hiring Staff

Helen, Resident, Middlewoods of Farmington

Innovations in Partnering with Patients & Families

Innovations in Access to Information

First Quarter 2010: • 15 appointments made through eTalk • 95 questions answered • 1,400+ unique visitors to archived Q&As

Innovations in Embracing the Role of Family

Hackensack University Medical Center’s ED Take A Break Program

Innovations in the Healing Environment: A Patient-Centered Quiet Campaign

A Patient-Centered Quiet Campaign: Outcomes

50

55

60

65

70

% A

lway

s Q

uie

t at

Nig

ht

Designated Hospital National Average

Coming in 2013:

Putting Patients First: The International Field Guide to Patient-Centered Care

2003 2008

Patient-Centered LeanSM

PC LeanSM Objectives:

• Improve identified process outcomes and metrics

• Improve the patient, family and caregiver experiences with care by improving Planetree components within the identified value streams

Strategic

Cultural

Tactical

© PC Lean℠ 2011-2012

PC LeanSM Case Study: Carson Valley Medical Center

Opportunity Statement:

An opportunity exists to improve pharmacy services specifically related to problems with accurately capturing charges, medication access, and inventory waste which results in loss of revenue and decreased patient

and staff satisfaction.

Pharmacy Kaizen Event Activities

• Creation of a Spaghetti Chart Diagram: an analysis of movements made in the workplace for specific processes

• Process breakdown for filling dispensing machines with medications each day

• Workflow of medication administration on Med/Surg Nursing floor.

Improved flow cell reduce travel distance and time (95% improvement)

Allows pharmacist to spend additional 30 min./ day on average at patient bedside.

Process Medication Order:

PC LeanSM Case Study: Outcomes

$180,000 in annualized savings due to reduced process lead times

$20,000 - $40,000 in expired medication refunds (depending on volumes)

$86,000 a year in freed up RN time to be used for patient education

A patient medication self management tool