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Tanya Lord M.P.H., Ph.D. NYSPFP
Partnering for Safety: Developing and Enhancing Your Patient Engagement
Programs
Engaging Patient and Families for Safety
“The greatest asset we have underutilized is all the
assets of the patient” ~Maureen Bisognano, president and CEO of the Institute for Healthcare
Improvement.
(and Family)
Tanya Lord 2014
Tanya Lord 2014
Patient and Family engagement is not the latest buzzword.
It is an effective strategy to meet
patient safety, patient experience, and other goals.
Tanya Lord 2014
…patients, families, their representatives, and health professionals working in active
partnership at various levels across the health care system—direct care,
organizational design and governance, and policy making—to improve health
and health care. Source: Carman KL, Dardess P, Maurer M, Sofaer S, Adams K, Bechtel C, Sweeney J. 2013.Patient and family engagement: a framework for understanding the elements and developing interventions and
polices
Tanya Lord 2014
Patient and Family Engagement Defined. . .
"Health Policy Brief: Patient Engagement," Health Affairs, February 14, 2013. http://www.healthaffairs.org/healthpolicybriefs/
Tanya Lord 2014
Truly is patient and family-centered care Helps promote culture change toward patient- centered care Strengthens community relations Improves patient experience scores Improves patient health outcomes Provides different experience, insights and perspectives Involves motivated, passionate partners Improves quality and safety
Tanya Lord 2014
Benefits of Engaging Patients
Engaging patients can improve Medical histories Care transitions Readmission rates Discharge Treatment adherence Decision making Overall communication Many others
Tanya Lord 2014
Engaging Patients Direct Care/Clinical Relationship
Patients and families as advisors on Short-term projects
Patients and families as Advisory council members
Patients and families as members of Hospital committees
Tanya Lord 2014
Engaging Patient in Organizational Design
Participate in discussion groups to provide input on care practice or policy changes Review, revise, or help create educational and informational materials for patients and families Serve as faculty in education and trainings Serve as members of an improvement workgroup Share stories with hospital leadership, clinicians, and other staff
Tanya Lord 2014
Advisors on Short Term Projects
Patient and family advisory council members work together to: Identify and implement ways of improving the care experience
for all patients and families Discuss and plan changes to improve hospital quality and safety Identify ways of improving the care experience for all patients
and families Council members include patients, families, hospital staff, and
clinicians
Tanya Lord 2014
Patient/Family Advisory Councils
Patient Safety/Quality Patient Experience Improvement Facility planning Information technology Ethics Lean Projects And others
Tanya Lord 2014
Advisors as Members of Hospital Committees
“Facts bring us to knowledge, but stories bring us to wisdom.”
Rachel Naomi Remen, M.D. Kitchen Table Wisdom
Tanya Lord 2014
Patient and Family Story Tellers
If there was a culture of engaging patients and families?
What might have been different in Noah’s Story?
Three patient and family advisors are invited to join a patient safety team that is beginning an initiative to improve medication reconciliation An administrator invites patients and families to comment on the final plans for the facility’s upcoming renovation
Tanya Lord 2014
Patient Engagement or Not?
A multidisciplinary committee develops new educational materials about diabetes management and treatment for patients and their families
A surgeon asks family members who experienced complicated surgical procedure with their adult son to join the surgical residents’ noon conference to discuss what communication from physicians was helpful and what was not.
Tanya Lord 2014
More scenarios
I believe in the importance of patient and family participation in planning and decision making at the program and policy level I believe that the perspectives and opinions of patient and family advisors, staff, and clinicians are equally valid in planning and decision making at the program and policy level I believe that patients and family members bring a perspective to a project that no one else can provide I believe that patients, family members, staff, and clinicians can look beyond their own experiences and issues to come up with practical ideas and solutions Tanya Lord 2014
Are You Ready to Partner with Patients? Can you answer “yes” to these statements?
HIPAA Expensive suggestions We don’t need an ongoing committee We will have to do what they do Added risk of ligation Compromise the current culture Negative things being heard Not enough understanding of healthcare No Time No Money
Tanya Lord 2014
Perceived Barriers
Do one thing every day that scares you.
Eleanor Roosevelt
Tanya Lord 2014
Do you feel ready?
Patient and family engagement is a strategy to improve: Patient care Patient Safety Quality Patient experience Patient outcomes Employee satisfaction
Tanya Lord 2014
Key Takeaways
Choose a lead for Patient Engagement Patient Persistent Flexible Good listening skills Open to new ideas and ways of doing things Positive and proactive A sense of humor
Patient and Family advisors can be overseen by many departments, including: Nursing Quality and Safety Support Services Patient experience
Tanya Lord 2014
Getting Started is Simple
Decide to engage patients Pick a champion/lead for patient engagement Speak to leadership Consider patient engagement as part of the strategic plan
Tanya Lord 2014
What could you do tomorrow?
2006: Together we will provide safe, quality patient and family-centered care 2007-2008: We will provide safe, quality , patient and family-centered care 2009-2011: We will partner with patients and families in the delivery of safe, quality care
Tanya Lord 2014
Strategic Plan Examples
Engaging patients following an error or adverse event
It is never to late to do the right thing
Attending Surgeon Realized that there had been a miss-communication re: Noah having
obstructive sleep apnea
ED Nursing Did not communicate concerns effectively to the surgeon
ED Attending No one took “ownership” of Noah Discharge was not done to protocol
Social Service Did not know of Noah’s case because it went to Risk Management
and a referral was not made
Tanya Lord 2014
November, 2010
Noah Thomas Emory Lord 1/25/95-6/14/99
Tanya Lord 2014
Pam Dardess, Maureen Maurer, Shoshanna Sofaer, Karen Adams, Christine Bechtel, and Jennifer Sweeney Patient And Family Engagement: A Framework For Understanding The Elements And Developing Interventions And Policies Kristin L. Carman, Health Aff February 2013 32:2223-231
Tanya Lord 2014
References
Recommended