north shore medical center patient/family advisory council (pfac) successes, challenges & the...
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NORTH SHORE MEDICAL CENTERPatient/Family Advisory Council (PFAC)
Successes, Challenges & the Future
Health Care For All WebinarFebruary 12, 2014Martha Burgess Page, MSN, RN, CPHQ, Director of Patient Safety, Co-Chair, PFAC
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NSMC serves an extended community
1. NSMC Salem Hospital
2. NSMC Union Hospital
3. Mass General for Children at NSMC
4. NSMC Magnetic Imaging
5. NSMC Heart Center
6. NSMC Women’s Center
7. Mass General/North Shore Center for Outpatient Care
8. Spaulding Hospital North Shore*
Communities with one or more North Shore Physicians Group primary and specialty care practices
* Member, Partners Continuing Care
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NSMC Services Many People, Many Communities
2nd largest community hospital system in Massachusetts*
13th largest overall hospital system in Massachusetts*
FY 2013
Outpatient visits 207,893Inpatients admitted to our hospital 19,835Brand new patients (births) 1,359Emergency room visits 89,298 Physicians on active staff 593
* Boston Business Journal ranking based on 2010 net patient service revenue
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We’re a Member of Partners HealthCare
A system of hospitals and caregivers that works together to provide better care to our patients.
Regionally and internationally-renown members» Brigham and Women’s Hospital*» Massachusetts General Hospital*» Spaulding Rehabilitation Hospital*» McLean Hospital*» Faulkner Hospital» Newton-Wellesley Hospital» North Shore Medical Center
* Teaching hospital affiliated with Harvard Medical School
founding members
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NSMC Offers the Following Specialized Services
» Cancer Care
» Cardiac Surgery
» Interventional Cardiology
» Neurosurgery
» Thoracic Surgery
» Pediatric Specialties
» Reproductive Endocrinology
NSMC’s clinical collaborations with Massachusetts General Hospital
PFAC Development: The NSMC Process NSMC established a “Founders” Group in 2009
Goals included studying regulatory requirements and considering current culture to propose PFAC start-up
Information from other established PFAC’s was helpful in the formulation of a plan
Founder group charged with » Development of a mission statement, » Development of concrete ideas about new member recruitment» Defining a process for the selection of a community member co-chair
Full PFAC grew out of Founders Group
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Current Membership – Helpful Variety
Community Members
Patient and/or family member experience+
Work and volunteer experiences:
VP Wellogic Tax Professional, H & R Block Home Health Administrator, Brooksby
Village Nurse Educator Director, Health Division Inspectional
Services, City of Lynn Director, The Phoenix School, Salem, MA Director, Purchasing & Vendor Relations,
Salem State University, Salem, MA
Hospital Members
Patient and/or family member experience+
Current roles:
Director of Patient Safety Director of Operational Improvement VP of Performance Improvement & Patient
Safety (PIPS), (PFAC Sponsor) Risk Mngt Specialist, RELATE Trainer Exec. Assistant, Strategy & Decision
Support Director of Pastoral Care Director of Pharmacy Manager of Patient Family Relations, HRO Exec. Assistant, PIPS
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NSMC PFAC Mission Statement: Core Components
Commitment to partnering with patients, families and community members to integrate their perspective into how we deliver care to our patients
Patients, families, community and staff members use the Council as an avenue for collaboration and to have input into the design, delivery and assessment of care
Support sharing and promote mutual understanding among patients, families and the community regarding the status and outcomes of safety programs at NSMC
The ultimate goal is safe and patient centered care that is culturally respectful at all times
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Accomplishments Co-chair from the community:
» Joined NSMC Patient Safety Risk Management Committee (4/4/2013)» Participated in week long “3P Project for ED Inpatient Care”, January 2014
“Safe Medication Disposal” pamphlet » Distribution in progress: active learning via “teachable moments”» First area of focus: High-risk populations
Provided information» “Engaging Patients & Families: Guidelines for Creating Focus Groups,
Improvement Teams & Committees” – revised
Collaboration with North Shore Physicians Group PFAC» First joint meeting 12/10/2013» Meet, Greet and a Future Together» Learned about plans to build new ED and medical-surgical pavilion
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Accomplishments: Sounding Board (Examples)
Facilities re: Proactive Strategy for Handling Construction Impact (Central Utility Plant, Mac 6/Birthplace)
Case Management materials for Patients/Families
Data displays on inpatient units
ED to Inpatient Improvement Team re: options when transfer is delayed
Managers Advisory Group re: Davenport 4 Entrance
Partners Falls Risk Assessment & Intervention Project led by Patti Dykes, PhD, RN, Senior Nurse Scientist at BWH
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Accomplishments: Our own web page!!!
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Accomplishments:
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Accomplishments: PFAC Education Includes RELATE Training (Reassure, Explain, Listen, Answer, Take action, Express)
Meaningful Use
Patient Centered Home
Lucian Leape Forum & Gala
Patient Experience Standards & Patient Centered Work at NSMC
Partners Enterprise Clinical System
NSMC Culture of Excellence & Strategic goals
Healthcare For All Annual PFAC Convention
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Participation in local & statewide conferences
Health Care For All BWH PFAC Symposium
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Challenges – mainly relate to growing pains Membership
• 50/50 and ideally > 50% members are from the community
• Diversity reflecting population served
• Action Items – – Focus Groups: if they can’t come to us, we’ll come to them
» Local full service senior living community
» Explore others, e.g. Community Health Centers
– Presentation at Salem State University (1/2014) - Veterans
– Publicize works of PFAC
Program management• Work load is surpassing current organizational structure’s capacity
• Action items:– Explore options
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PFAC reaches out
Work in Progress
Recognition Award
Focus Groups at a local full service retirement community – 2/6/14» 1st Focus Group was held on 2/6/2014 and was a huge success!
Membership enhancement
Finalizing 2014 Goals
Communication Plan
Potential areas of future focus:» Projects across NSMC continuum of care:
• Goals of care for end of life• “Observation Status”
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Thank you……..
Questions?
ContactMartha Burgess Page, MSN, RN, CPHQ
Director of Patient Safety & Co-Chair of NSMC PFAC
978-354-3011 or [email protected]
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