Establishing & Utilizing E-advisors to Increase Patient and Family Engagement

Abby Kozak, Patient Family Experience ConsultantApril 3, 2019

Establishing E-advisors Project Overview

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• Problem statement

– There is a lack of patient and family participation when completing improvement work. The E-advisor program is one way to engage patients and families to co-develop improvement to our care and services. Since participation is voluntary, we want to build awareness of the program and continuously recruit new members. As of January 2018, 71 patients and families were signed up to participate.

• SMART aim Statement

– By September 2018, the total number of patients and families participating as E-advisors will increase by 50%.

• Project Scope:

FROM: To:

INSCOPE:

Increasing number of patients and families

OUT OF SCOPE: Average response rates

Measures for Improvement

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Type Measure Baseline Target Frequency Source

Outcome% increase in total patient

and family participation71 as of

January, 2018

107 by September,

2018Weekly Qualtrics

Process

Number of newparticipants acknowledging they learned about signing

up through post cards, social media, or post visit

survey

0 n/a Weekly Qualtrics

Balancing Requests for feedback sent

to current E-advisor members

<1 per monthAt least 1 per month

MonthlyTracking via Excel

Key Driver Diagram

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Interventions

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• Access to Information – Incorporate link at the end of the NRC Real-Time email survey

• Communication– Utilize social media

• Postcards– Engage Inpatient teams to hand out postcards during leader rounds

– Partner with Town & Country Pediatrics and Lurie satellite clinics

Social Media Interventions

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Survey Link Intervention

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Postcard Intervention

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Results

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Results

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Utilizing & Sustaining

• Direct Impact

• Project Updates

• Thank You message from our leaders

• Included survey link to gain feedback on how to best partner with them

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2018 Year in Review Annual Update

A Word from Our E-advisors

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“Our family embraces that we have a voice in the community. Having a voice that is heard [means] so much to a parent who [has] children with a chronic condition. Having a voice makes me feel like I am part of this community. That WE matter.”

“[I enjoy] being able to participate on a meaningful ‘committee' in a way that fits in with my family and work commitments.”

Current StateResults as of March 12, 2019

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Response Rates

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Average TotalResponse Rate

Responses Received within 48 hours

Key Takeaways

• Build awareness

• Engage E-advisors regularly

• Provide updates on projects

• Develop an annual report

• Survey E-advisors to identify ways to improve partnership

• Expand participation to include a broader representation of families

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