3/1/2016. Adding Patients to Hospital Committees. Patients and Families as Improvement Partners. What to Expect from the PFA

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1 Adding Patients to Hospital Committees February 18, 2016 Lisa Juliar Patient and Family Engagement Consultant Minnesota Hospital Association Tanya Lord PhD, MPH Director of Patient and Family Engagement Foundation for Healthy Communities, NH Patients and Families as Improvement Partners We know the why and now need the how What to Expect from the PFA A strong commitment to improving patient safety, quality and experience A willingness to share their personal experiences in order to drive performance improvement Commitment to transparent and respectful analysis of opportunities for improvement Willingness to serve as an effective and engaged team member 1

2 Prepare to Engage PFA on Committees Present concept to Directors and Managers Allow time for discussion Commit to engage PFA as a full member of the committee Demonstrate willingness to hear differing views and perspectives Provide committee a biography and photo of the PFA who will be joining Choose an Advisor/s Discuss with PFAC co chairs Work together to identify potential PFA PFAC chair speaks with Advisor Consider more than one Advisor Who are the advisors and their accomplishments, share stories of what advisors have been working on Add Advisor/s to the committee s distribution list Orientation For PFA Take time to establish a relationship with advisor Assign and include a mentor from the committee Orient to goals and objectives of the meeting Provide expected time and other commitments Orient to the improvement model and project/s Describe process for getting items on the agenda Background on particular QI project, including review of charter, purpose or aim 2

3 Orientation Continued Provide list of membership and roles Provide minimum duration of membership Determine procedure for resignation Provide Additional Resources Facility floor plans, meeting room Information on Website Healthcare Meetings 101 for PFA Healthcare workers are on the clock pagers or cell phones buzz during the meeting Sometimes those phones may be answered in the meeting or members may leave abruptly Clinician's may speak about patients or progression of diseases may seem uncomfortable for the PFA Being upfront and checking in to find out how they are feeling about what they are hearing. This becomes a learning opportunity for everyone Clinicians speak about body parts differently than the general public The First Meeting Plan time on agenda for introductions and brief opportunity for chair and new advisors to share what they hope will be accomplished. Committee commits to explaining terms and jargon when used Slow down some parts of the meeting to allow PFA to catch hold Encourage an environment of inclusion, encouraging everyone to actively participate PFA are members of the committee NOT honored guests 3

4 Terminology Many words, acronyms that will not be familiar to a non clinical person. How these will be explained should be thought through It is not realistic that they won t be used Use names as well as roles when discussing someone to give context for the PFA After the Meeting Immediate debrief with PFA and Mentor Attempt to keep PFA informed of off line meetings Debrief with committee members Be understanding that there will be a steep learning curve for the PFA Encourage contact between meeting contact Sustaining the Partnership Continue to introduce members Keep lines of communication open Provide a feedback loop for the projects/issues discussed at the meetings Allow for contact and learning between meetings 4

5 Partnering with PFA s on Hospital Committees February 18, 2016 Karen McLaughlin Patient Liaison Office of Patient Experience Catholic Medical Center 100 McGregor Street/Manchester, NH / Catholicmedicalcenter.org Compliments or Concerns: kmclaugh@cmc nh.org 3/1/ Membership Established in March patient/family advisors and four hospital representatives (Patient Experience, Quality, Strategy, and a Physician Champion) All members are or have been CMC patients or family members Representation from Manchester, Bedford, Goffstown, Amherst, Hooksett, and Litchfield 5

6 The Process PFAs Introduced Concept Four PFAs attended AHA Quality & Patient Safety Roadmap at Leadership Symposium PFAC Orientation Tanya Lord, MPH, PhD provided orientation for all PFAC members Hospital Orientation Tanya Lord and Karen McLaughlin provided orientation for hospital committees PFA Integration Finding the right fit PFAs were individually selected based on their own experience, background, interests, and personality PFAC facilitator attended first few meetings with the PFA PFA assigned a mentor/committee buddy Ask questions, seek clarification, hospital acronyms PFA gives committee report at each monthly PFAC meeting Story sharing Ongoing training to effectively share their story 3/1/ Current Committees with PFA members Falls Committee (Sept 2014) projects aimed at reducing and eliminating patient falls, helped to coordinate annual patient safety/falls fair Interdisciplinary Partnership Council (Sept 2014) patient mobility project, mobility protocol, and train the trainer sessions. Patient Experience (Sept 2014) strategy and action focused steering committee Healing Environment (Quiet) (June 2015) research and report evidence based best practice, secret shopper Way Finding (Ad hoc) (June 2015) handicapped parking spaces, shuttle service NICHE (Nurses improving care for Healthsystem Elders) (July 2015) assessment and intervention Palliative Care (January 2016) palliative care/hospice literature, sympathy check list, comfort carts, sympathy card 3/1/

7 On the Horizon Committee Goals for 2016 Patient Quality Safety Council Quality & Patient Experience Committee of the Board Quality/Root Cause Analysis Team 3/1/ Questions? Lisa Bonneau, MSED Patient and Family Experience, Quality Specialist, Center for Quality and Safety Institutional Review Board Administrator Southern New Hampshire Medical Center 8 Prospect Street Nashua, NH p f Compliment & Concerns Lisa.Bonneau@SNHHS.org Adding PFA s to Hospital Committees February 18,

8 PFA s MEMBERSHIP DEMOGRAPHICS Established in August 2013 Nine patient/family members and two hospital representatives years of age Representation from Amherst, Hudson, Litchfield, Merrimack, and Nashua All members have utilized the services of SNHMC, or have had a loved one in our care THE PROCESS CMO Introduced concept Sr. Mgmt. and The Patient Safety Committee Tanya Lord spoke Patient Safety Committee and the PFAC PFAs members of council minimum one year PFAs received summary of committees and times they meet Completed request with top 3 choices and reason why they want that committee, All but one advisor received first choice Concerns Transparency, right Fit Steps Educate Committee and PFA Meeting with PFA, Committee Chair, Quality Coordinator, PFAC Facilitators First meeting steps LISTENING TO THE PATIENT & FAMILY VOICE IN ALL WE DO: PFA s INTEGRATION ONTO INTERNAL COMMITTEES & WORKGROUPS (2015) Six Patient and Family Advisors were integrated onto 5 internal committees - Behavioral Health Care Council, Cancer Committee, Endoscopy Committee, Nurse Practice Council, and Patient Safety Committee One member, who has utilized many of the services related to Congestive Heart Failure (CHF), is serving on a CHF Quality Improvement team. Two members with careers in information technology attended, alongside physicians and nurses, the Epic versus Cerner demonstrations to learn more about the features of these two electronic medical record data bases and to provide insight from the patient s perspective. One member served on an ad hoc Signage Committee and helped to organize a clear and concise blueprint of recommended changes to internal signage based on patient/family perspective. One member is serving on our ISO Steering Committee (2016) 8

9 IN THE WORDS OF OUR ADVISORS I hope I can help these caregivers get a feel for what it is like to be a patient and reinforce their importance to the community. As I hold a strong sense of value for the SNHHS/SNHMC system and healthcare delivery, to become part of the process that enhances and/or improves the quality of that system is very satisfying. It provides to me a stronger feeling of belonging to a medical center that I admire greatly. I am so pleased to be part of the PFAC and being part of the committee is like the icing on the cake. I find the involvement very, very interesting, and I'm proud to be part of both. I genuinely enjoy it. I learn valuable things about how the hospital works, I meet people who clearly really care about what they are doing, and it s very rewarding in itself. IN THE WORDS OF OUR COMMITTEE MEMBERS always willing to learn and has provided valuable insight into the pt. education materials. She can relate to the pt. experience and provide insight on education materials and barriers to care. Pts. are our business, and what better way to learn about their needs and experience than from a patient/family member themselves. I think its absolutely necessary to keep things in perspective (sometimes we can get overwhelmed by the data) and really shows the community that we listen to pts. input and feedback. Foundation for Healthy Communities Noah Lord Patient and Family Engagement Award 2015 Recipient: Southern New Hampshire Medical Center 9

10 Concerns, Questions? 10