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Massachusetts Patient and Family Advisory Councils
PFAC Call #4
June 15, 2010
www.macoalition.org
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Patient and Family Advisory Councils Regulatory Overview
• Regulations adopted by the Public Health Council May 13, 2009• Regulations effective June 12, 2009
• Printed in the Massachusetts Register July 24, 2009
• Requirement of all hospitals licensed under 105 CMR 130.000• Applies to acute care, pediatric, rehabilitation and long term care hospitals. • Requirement does not apply to public hospitals and mental health hospitals.
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Patient and Family Advisory Councils Regulatory Requirements
• PFAC hospital work plans publically available September 30, 2009 • Established PFAC by October 1, 2010
• Annual reports publically available beginning October 1, 2010
• PFAC must meet at least quarterly
• Minutes transmitted to the hospital’s governing body
• Fifty percent of PFAC members must be current or former patients or family members and representative of the hospital community
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Patient and Family Advisory CouncilsCoalition Goals
Support hospitals in establishing PFACs by 10/1/10.
Support hospitals in moving from being “patient and family focused” to providing “patient and family centered care”
In focused care, interventions are done to and for patients and families rather than with them
In centered care, patients and family members are active participantsMa Coalition for the Prevention of Medical Errors
Institute for Family Centered Care
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Patient and Family Advisory CouncilsProgram Committee
Susan Abookire, MD, MPH, Mount Auburn Hospital
Effie Pappas Brickman, MPA/H, MA Coalition for the Prevention of Medical Errors
Linda Burgess, Consumer Health Quality Council, Health Care for All
Maureen Connor, MPH, RN, Claremont Consulting and previously at Dana Farber Cancer Institute
Christine Combs, MA, RN, Emerson Hospital
Patricia Crombie, MSN, RN, Cambridge Health Alliance
Elizabeth Daake, MBA, MPH, MA Department of Public Health
Ken Farbstein, MPP, Consumer Health Quality Council, Health Care for All
Anuj Goel, JD, Massachusetts Hospital Association
Paula Griswold, MS, MA Coalition for the Prevention of Medical Errors
Deborah Hoffman, MSW, LCSW, Dana Farber Cancer Institute
Pamela Mann, Kenneth Schwartz Center
Cynthia Medeiros, previously at Dana Farber Cancer Institute
Karen Nelson, MPA, RN, Massachusetts Hospital Association
Lynnie Reid, Children’s Hospital
Terry Sievers, RN, Northeast Health Systems
Nicola Truppin, JD, Consumer Health Quality Council, Health Care for All
Deborah Wachenheim, Health Care for All
Susan Shaw, Children’s Hospital
Alec Ziss, Consumer Health Quality Council, Health Care for All
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Patient and Family Advisory CouncilsAudio Conference Series
Audio Conferences Offered to MA Hospitals
Call #1 - July 21, 2009 Call #2 - September 18, 2009 Call #3 - March 9, 2010 Call #4 - June 15, 2010
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Patient and Family Advisory CouncilsCall #4 Agenda
Introduction Paula Griswold
Maureen Connor
Including PFAC Members in Your Daily Work Kristine White
Including patients and families in a very comprehensive
manner to improve their daily work throughout the healthcare
system. Working on discharges, transitions, avoidable
readmissions, rapid response teams, medication safety,
cancer survivor network, building expansion, medical school
education on PFACs
Q & A Time Marlene Fondrick
Responses to questions received through call registration All
site will be provided
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Call #4 Faculty
Kristine White, MBA, BSN, RN, Vice President, Innovation and Patient Affairs, Spectrum Health System, MI
Marlene Fondrick, MSN, RN, Program Associate, Institute for Family-Centered Care
Paula Griswold, MS, Executive Director, Massachusetts Coalition for the Prevention of Medical Errors
Maureen Connor, MPH, RN, Claremont Consulting Partners and previously at Dana Farber Cancer Institute
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Patient Family Advisory Councils-Creating Lasting ImpactKris White, MBA, BSN, RN
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Welcome to Spectrum Health…where exceptional people create an
exceptional experience for patients and families.
Spectrum Health Overview
•Integrated health system
•Spectrum Health Hospital Group
•Spectrum Health Medical Group
•Continuing Care Division - home care, hospice, LTACH, sub-acute, VNA, and long term care
•Priority Health
•Areas largest employer
•Strong Value Proposition
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Spectrum Health
Mission
To improve the health of the communities we serve.
VisionBy 2020, Spectrum Health will be the national leader for health.
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Patient Family Advisory Councils-
Councils formed in 2006
Today there are 10 PFAC’s in Place
Intentional support and growth of the councils
Leadership engagement and support is essential
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Ortho/NeuroPatient and Family Advisory Council
United Hospital Patient and Family
Advisory Council
Reed City Patient and FamilyAdvisory Council
Patient and Family Advisory Councils
Spectrum Health Executive
Patient and Family Advisory Council
Outpatient ServicesPatient and FamilyAdvisory Council
Cancer ProgramPatient and Family Advisory Council
Fred & Lena Meijer Heart Center
Patient and Family Advisory Council
Helen DeVos Children’s Hospital
Family Centered CareAdvisory Council
Women and Infant Services
Patient and FamilyAdvisory Council
Helen DeVosChildren’s Hospital
Neonatal Family Advisory Council
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The Strategy
Strategically and intentional integrate the experience of care as seen through the eyes
of patients and families
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Patient Family Centered Care Model
Family is defined by the patient
Patient and family are essential part of the healthcare team.
Patients and families unique traditions, values and styles of communication are honored and respected.
Families represent the continuum of care for patients.
Families play a vital role in ensuring the well-being of the patient
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Purpose
Engaging patients and families in partnership with healthcare leaders, physicians, and staff to shape policies, program development, and decision making. The Patient and Family Advisory Council members act as consultants to the organization.
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Structure
PFAC Members are:
• Volunteers that are focused in unique purpose
• Partnered with Spectrum Health Leadership (Executive or Director)
• Representative of the communities we serve
• Representing diverse experiences
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Infrastructure is Essential
• “Status” of Patient/Family Advisors
• Screening and Hiring
• Participation Expectations
• Terms
• Responsibility/Accountability
• Define Partnership
• Set and Measure Goals20
Structure
PFAC members commit to:
• Teamwork
• Respect
• Communication
• Compassion
• Confidentiality
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PFAC Activities and Impact
• National and State initiatives and awards
• Mystery Shopping
• Evaluation of different service lines strengths and opportunities for improvement
• Partnering with teams to develop Experience Maps and Emotional Mapping to enhance patient and family experience
• Improve patient and family experience (Press Ganey Success Story 2009 Women Infant Services)
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PFAC Activities and Impact
• Serve on system committees- Safety, Ethics, Quality, and Communications
• Develop processes that changed care model such as Discharge Phone Calls, surgical approach, Discharge instructions, Valet Parking, Way-finding
• Evaluating renovations and building projects to ensure that they are patient and family centered in their approach and function.
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PFAC Activities and Impact
• Physician, resident, nursing, and ancillary staff education provided on the patient and family perspective through local and state universities.
• Patient panels to further engage staff and physicians with the Patient and Family Experience
• Interviews for key roles, ranging from Manager to Chief Operating Officer.
• Involvement in leadership retreats, staff celebrations, acceptance of national awards, and system wide addresses.
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Outcomes
• Impact of driving patient satisfaction from the 50th percentile to the 90th percentile
• Changes in process to increase efficiency and safety for registration
• Impact outcomes of committees ensuring patient is engaged in solutions
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Creating Exceptional Experiences
We will not achieve our vision without an intentional, strategic focus on the
experience of care through the eyes of our patients and their families
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Summary
Each member of our Patient and Family Advisory Councils are invaluable to Spectrum Health. They challenge us to drive towards success and keep us vigilant in providing patient and family centered care. We are honored to have them engaged as partners in this work.
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Questions?
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Patient and Family Advisory CouncilsNext Steps
List Serve Is available to hospitals participating in the PFAC Calls. Allows
hospitals to consult with colleagues on this work.
Implementation Underway for Hospitals for October 1, 2010
Involvement in statewide Transitions work
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Patient and Family Advisory CouncilsNext Steps
Key Recommendation of State Strategic Plan on Transitions includes:o Patient and Family Engagement
Using PFACs to improve care transitions is an immediate strategy for the State:o Provides opportunity to:
obtain feedback on proposed process changes, forms, strategies for improvement on a variety of activities affecting discharges and transitions.
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Strategic Plan: Principles and Key Recommendations
1. Timely feedback and feed forward of information
Standardized, minimum datasetCross-continuum teamsEnhanced early post-acute care follow up
2. Communication Infrastructure Contact information providedLiving databaseMedication tracking
3. Patient and Family Engagement Patient and/or advocacy group representation
4. Accountability for care remains with the sending set of providers
Handoff responsibilityIdentifiable provider
5. Provider and Practice Engagement Education/Best PracticesMentors
6. Standardized process and outcome measures, based on nationally endorsed measures
Collaboration with Expert Panel on Performance Measurement
7. Payment reform Incentive alignmentData transparency
Principles Key Recommendations
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A Model for Better Outcomes Across the Continuum of Care
Implement the Strategic Plan to Improve Transitions
Collaboratives Payment Reform Government Action
Improved Health Status & Patient Experience
Complications FunctionAdverse Events
Patient Satisfaction
Patient Understanding
Appropriate UtilizationER Visits Readmissions Preventable
AdmissionsUnnecessary Tests
Procedures
Achieve the IHI Triple Aim of optimizing: 1) Patient Experience, 2) Health of Defined Populations, and 3) Per Capita Cost 33
Patient and Family Advisory CouncilsNext Steps
Engaging Patients and Families in Improving Transition of Care:o Local work of hospital to continue from patients and families related to how
the hospital discharge may be improved. Obtain support from hospitals to have Transitions be an on-going PFAC meeting agenda item
o MA Coalition continue to support shared local learning among Massachusetts hospitals working with their PFACs on this topic
o MA Coalition continue to provide opportunities to learn from other hospitals nationally
Other Ideas?? Are there hospitals focusing on this now? Seeking hospitals’ input on statewide Transition strategy to be proposed
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Massachusetts Patient and Family Advisory Councils
Questions and/or Feedback?
Effie Pappas Brickman
Director, Patient and Family Advisory Councils
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