The Patient Advisor’s Voice in Patient and Family EngagementEssential Hospitals Engagement Network

December 3, 2013

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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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SPEAKER INFORMATION

John Young, RN, MBA

Improvement Coach

Essential Hospitals Engagement

Network

Sharon Cross, LISWPatient/Family Experience Advisor Program Manager

OSU Wexner Medical Center Patient Experience

Department

Cortney ForwardPatient Family

Experience Advisor OSU Wexner Medical

Center 

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ACKNOWLEDGEMENTS

• 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

Lisa FreemanPatient Advocate

Treasurer, Connecticut Center for Patient Safety

Principal, Patient Advocacy of Connecticut

Patient Advisory Board member, Brigham and Women’s Hospital

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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 for 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 Hospitals

Engagement Network (EHEN)

• 22 hospitals nationwide

• Only safety-net focused HEN

• Special focus on health equity

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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

Models for partnership

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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

Patient/Family Experience Advisors December 3, 2013

Sharon Cross, LISW

Cortney Forward, PFEA

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Agenda

Advisor Program Overview

Advisor Program Expansion

Life Cycle of Advisors

Advisor Experience

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

• Customer Service Director began journey in James Cancer Hospital• Identified need for alternative patient/family feedback mechanism

2005

• Graduate student coordinated 12 patient and family volunteers

2006

• Position in James Volunteer Services• 50% Volunteers• 50% Patient/Family ‘Advisors’

2010

• Expansion across multiple hospitals• 100% Patient/Family ‘Experience’ Advisors

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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 andNoCVA HEN10/21/2013 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)

Buckeye Babies

Advisory Council

(Women’s & Infants)

Harding Advisory

Council

(Behavioral Health)

Sickle Cell

Advisory CouncilFuture Councils

????

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Life Cycle -Advisor Participation

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Recruitment, Selection, Training

RECRUITMENT

Staff/Physician referredWebsite, brochure or other marketing VolunteersQuarterly Informational Session

SELECTION

Advisor characteristics

Motivation for volunteering

TRAININGVolunteer Orientation (HIPAA, safety, security)

New Advisor Orientation

Specialized training based on committee assignments

Speaker Training – 2 sessions

Sample of Advisor Participation

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Advisor Program Growth

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2006 2008 2010 2012 20130

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40

60

80

100

120

140

160

1221

68

116

142

Advisors

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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/downloads.html

See link in chat box

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ADDITIONAL RESOURCES

• Bedside shift report - http://www.ahrq.gov/professionals/systems/hospital/engagingfamilies/patfamilyengageguide/strategy3/index.html

• Discharge planning tool - http://www.ahrq.gov/professionals/systems/hospital/engagingfamilies/patfamilyengageguide/strategy4/index.html

See links in chat box

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Q & A

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THANK YOU FOR ATTENDING

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