Henry Ford Health System Patient-Engaged Research Center (PERC)

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1 Henry Ford Health System Patient-Engaged Research Center (PERC) R24 Grantee Group June 25, 2015 AHRQ 5R24HS

2 Presenters (Topics) Karen Kippen, MSA (Infrastructure/Planning) Exec. Director, Patient-Centered Outcomes Research Stephanie Ryan (Virtual Insights Community) Manager, Marketing Research & Analytics Nancy Combs, MA (Community Partnerships) Director, Community Health, Education, Wellness Heather Olden, MPH. (REAL Rounding) Epidemiologist, Public Health Sciences

3 Patient-Engaged Research Center Building the Infrastructure Karen Kippen

4 I INVENTED NOTHING NEW. I SIMPLY ASSEMBLED THE DISCOVERIES OF OTHER MEN BEHIND WHOM WERE CENTURIES OF WORK ALL THE FACTORS THAT MAKE FOR IT ARE READY AND THEN IT IS INEVITABLE. -HENRY FORD

5 Patient-Engaged Research Center How do we spread knowledge to the community to improve care? Dissemination & Implementation What questions should we ask to serve patients better? How can we collect and summarize the data? Patient Data Network Patient Engagement Patient Advisors Study Design, Analysis, Measurement What process should we use to study this?

6 Bringing the Pieces Together PERC s Strategic Plan 1.Sufficient and highly trained research staff 2.Create a large network of community organizations (30) and patient advisors (300) 3.Develop efficient core structures, processes and clearly defined models for research 4.Grants and publications to disseminate scientific knowledge.

7 Henry Ford Insights Community Stephanie Ryan

8 Henry Ford Insights What is Henry Ford Insights? Online community Members: our patients Conduct surveys to gather feedback

9 Henry Ford Insights Why did we develop Henry Ford Insights? Goal: Provide actionable consumer intelligence to drive growth and improve care. Objective: Gather voice of customer insights on topics such as: program and service improvements, care experiences and communications. Strategy: Build and maintain an online insight community, focused on ongoing engagement, to capture the voice of patients to better inform decision-making processes.

10 Henry Ford Insights

11 Henry Ford Insights Member Composition & Recruitment Target: 5,000 members; makeup to resemble our patient demographics Criteria: 18+, MI resident; up to 1,000 employees Jan launch Patient s, social media, website promotion Total members: 3,900+

12 Henry Ford Insights Market Research Studies 1-2/month System Collaboration Public Health Sciences, Marketing, Customer Engagement, Web Services, Clinical Departments, Administration/Operations

13 Henry Ford Insights Ongoing Engagement Sweepstakes News Study results Improvements as result of feedback

14 Henry Ford Insights Profiling/New Member Survey Join: complete new member survey; self-reported data Zip code, DOB, gender, marital status, children, race & origin, education, HHI, employment Henry Ford locations visited, providers seen

15 Henry Ford Insights Research-related Study Example Stakeholder: Public Health Sciences Objective: Gather feedback on healthy lifestyle choices from parents with children years of age In field: March 18 April 1, 2015

16 Henry Ford Insights Research-related Study Example

17 Henry Ford Insights Research-related Study Example Total completes: 167 Children represented: 223; 54% female, 46% male; 26% with asthma Results with respondent profile Public Health Sciences to incorporate into Patient Engaged Research Center work

18 Henry Ford Insights Clinical Care Study Example Stakeholder: Primary Care Research objectives: Gather insight on awareness and use of immediate care services Obtain consumer feedback on clinic name In field: March 5 18, 2015

19

20 Henry Ford Insights Clinical Care Study Example Total completes: 1,804 Results: Lack of awareness but strong interest in immediate care services; name change needed Changes: Re-named clinic, promoting in communities to increase awareness

21 Community Partnerships Nancy Combs

22 Barriers You May Have Experienced Finding the right partners for your project Gaining & maintaining trust Setting workable metrics Establishing effective communications Sustaining a partnership

23 WIN Network: Detroit

24 Since 2008: Detroit Regional Infant Mortality Reduction Task Force Detroit Medical Center Henry Ford Health System Oakwood Healthcare System St. John Providence Health System Greater Detroit Area Health Council Michigan Association of Health Plans University of Michigan School of Public Health Wayne County Health Dept. Michigan Department of Community Health (MDHHS) Institute for Population Health Detroit Department of Health & Wellness Promotion

25 Original Funding Partners Detroit Medical Center-Children s Hospital of MI Henry Ford Health System The Kresge Foundation Oakwood Healthcare System PNC Bank Foundation Robert Wood Johnson Foundation St. John Providence Health System U of M School of Public Health W. K. Kellogg Foundation $2.6 million secured over 4 years

26 WIN Network Detroit Community Partners Assurance Wireless Black Family Development Black Mothers Breast Feeding Association Brightmoor Alliance Chadsey-Condon Community Organization Detroit Wayne County Health Authority Interfaith Health & Hope Coalition Matrix Human Services Michigan Roundtable for Diversity & Inclusion MichUHCAN Osborn Neighborhood Alliance Tomorrow s Child United Way Voices of Detroit Initiative (VODI) Wayne County Child Healthcare Access Program Wayne County Medical Society of Southeast Michigan Wayne State University

27 Three Interacting Components, Multi-Stakeholder Approach 1. Community health workers 2. Provider education on the Health Equity framework 3. Social media campaign After 3 years: ZERO preventable infant deaths among project participants

28

29 Finding the Right Partners People partner with people. Inside your own organization: Community boards? Ask for an in-person introduction. Perhaps become a board member yourself! In your community: United Way 2-1-1? Neighborhood associations? Faith-based organizations? Foundationfunded efforts? Go to them.

30 Gaining & Maintaining Trust Engage the boots on the ground neighborhood leaders Meet people where they are Build from the win-win what already matters to them? Shared planning, clarity on roles from the start Always deliver

31 Setting Workable Metrics Use Community Health Needs Assessment Include assets as well as needs Population Health approach In-reach as well as outreach (e.g. Quality, Medical Home, Community Benefit implementation planning) Simple to collect, meaningful & important to the people you serve

32 Effective Communications Process Listen first Strategic, frequent check-ins Transparency in sharing metrics Celebrate successes, STORIES as well as data Tools Health-literate, culturally competent High-tech & high-touch Focus groups, interviews, surveys

33 From: To:

34 Sustaining a Partnership Plan beyond the grant cycle ACA, Population Health, Community Benefit, non-traditional models of care, replicability Other types of organizational support Board membership, technical assistance Letters of support Employee volunteerism Link community groups with each other

35 a relationship, not an outcome.

36

37 Real Rounding Heather Olden

38 Real Rounding As researchers, sometimes we don t get to see the other side of healthcare This experience puts you face to face with real patients and their caregivers You hear the good and the bad, no sugar coating First impressions, interactions with providers, overall experience

39 Real Rounding Group meets before and after rounding Start with a patient story Those present Executive leaders Clinical department managers Support service managers (engineering, catering)

40 Real Rounding Met 3 Families 1 Readmission ( Frequent Flyer ) 2 New admissions Feedback on the food, the admission process, interactions with the nurse on duty Named Nurse whose service was phenomenal

41 Real Rounding Valuable experience: Fun, informative, humbling 1 on 1 interactions with REAL patients and their family members See healthcare through a different lens Patients appreciated the rounding experience

42 Real Rounding Healthcare is not just about the diagnoses and treatments we provide, but the whole experience Patients see and hear EVERYTHING Motivated me to strive to be a better healthcare professional The patient perspective/experience is imperative to healthcare

43 Discussion / Questions

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