Embed Size (px)
Citation preview
A partnership of the Healthcare Association of New York State and the Greater New York Hospital Association
NYSPFP PFE Webinar Series 1: How to Create and Sustain a Patient and Family Advisory Council (PFAC) to Improve Patient Safety: Getting Started
July 14, 2016
NYS PARTNERSHIP FOR PATIENTS
PFE Webinar Serieso Series 1: How to Create and Sustain a Patient and Family
Advisory Council (PFAC) to Improve Patient Safety: Getting Started
o Series 2: Recruiting, Informing and Selecting Patient and Family Advisors — July 21st from 2 – 3 pm
o Series 3: Implementing and Sustaining a Patient and Family Advisory Council — July 28th from 2 – 3 pm
2
NYS PARTNERSHIP FOR PATIENTS
Agenda
3
Topic SpeakerWelcome and Introduction CarlaLisa Rovere-Kistner
NYSPFP
Getting Started with Patient Advisors and
Patient and Family Advisory Councils (PFAC)
Ushma Patel, M.S.P.H.Researcher
American Institutes for ResearchWashington, D.C.
Next Steps and Q&A Cathleen R. WrightNYSPFP
NYS PARTNERSHIP FOR PATIENTS
Why focus on PFACs?
August 2, 20164
o Requests received from hospitals
o Results of the PFP assessments
NYSPFP PFE Assessment
5
NYS PARTNERSHIP FOR PATIENTS
Patient and Family Engagement and Hospital Leadership Survey Hospital
Patient and Family Engagement Survey Yes NoPrior to admission, hospital staff provides and discusses a discharge planning checklist with every patient that has a scheduled admission, allowing questions or comments from the patient or family (e.g., the planning checklist may be similar to the CMS Discharge Planning Checklist).
32% 68%
Hospitals conduct both shift change huddles for staff and do bedside reporting with patients and family members in all feasible cases. 71% 29%
Hospital has a dedicated person or functional area that is proactively responsible for Patient and Family Engagement and systematically evaluates Patient and Family Engagement activities.
54% 46%
Hospital has an active Patient and Family Engagement Committee (PFEC) OR at least one former patient that serves on a patient safety or quality improvement committee or team.
54% 46%
Hospital has one or more patient(s) who serve on a Governing and/or Leadership Board and serves as a patient representative. 36% 64%
NYS PARTNERSHIP FOR PATIENTS
Questions to Run-On
7
o How will you gain buy-in and support for working with advisors?
o How will you prepare clinicians, leaders, and hospital staff to work effectively with advisors?
o What opportunities for and barriers to working with patient and family advisors might you face in your hospital?
Webinar 1: Getting Started with Patient Advisors and Patient and Family Advisory Councils (PFAC)
Workshop for the New York State Partnership for Patients (NYSPFP)Given by the American Institutes for Research,
Person and Family Engagement Contractor for the Partnership for Patients 2.0
Ushma PatelJuly 14, 2016
8
Welcome
9
Ushma PatelResearcher, AIRPatient Advisory Council Member, The Preeclampsia FoundationVolunteer, Duke Pediatric Cardiac Surgery Center
Who’s Here Today?
10
Tell us about your experience with patient advisors. Which of the following best describes your hospital today?
– No plans to incorporate advisors– Starting to plan to add advisors– Have recruited at least one advisor for a committee– Have established a patient and family advisory council– Have multiple councils or committees
Learning Objectives
11
• Identify what patient and family advisors do and how they can help
• Describe the role of patient and family advisory councils
• Identify ways to gain leadership buy-in and support• Plan ways to prepare clinicians, leaders, and hospital
staff• Identify opportunities for working with patient and
family advisors in your organization
About the PFE Contractor for PfP 2.0
• Led by the American Institutes for Research (AIR) in partnership with Econometrica, Inc. and Project Patient Care
• Types of support we offer:– Online and in-person technical assistance on PFE metrics– Monthly learning webinars and newsletter for HENs – Online resources for all PFE metrics available at
http://www.healthcarecommunities.org/
12
PERSON AND FAMILY ENGAGEMENT (PFE)
13
PfP Vision for PFE 2.0
Hospitals and other healthcare providers achieving quality and safety goals by fully engaging patients and their families, determining what matters most to them in every situation, and partnering with them to make improvements to all aspects of care.
14
PfP 2.0 Definition of PFE
Persons, families, their representatives, and health professionals (clinicians, staff, leaders) • working in active partnership• at various levels—direct/point of care; organizational
design, policy, and procedure; organizational governance; and community/policymaking—across the healthcare system and in collaboration with communities
• to improve health, health care, and health equity
15
PfP 2.0 Metric 4
16
Hospital has an active Patient and Family Advisory Council OR at least one former patient that serves on a patient safety or quality improvement committee or team.
GETTING STARTED WITH ADVISORS
17
18
Patient Advisor’s Perspective
19
Advisors: Who they are
• Advisors are collaborative partners in developing and revising hospital policies, procedures, and practices.– Patients and family members who received care at
your hospital and want to help improve care experiences for others
• Application and screening process• Training provided
– Represent the community served
Benefits of working with advisors
• Patient and family advisors help improve care:– Offer insights about what your
hospital does well and where changes may be needed
– Help develop priorities and make improvements based on patient-and family- identified needs
– Help inspire and generate new ideas and solutions
– Serve as a link to the broader community
20
Benefits of working with advisors (cont’d)
• Long-term benefits:– Improved quality and safety– Better health outcomes for patients– Better business outcomes for the hospital– Better experiences of care for patients, family
members, clinicians, and staff
21
Where can advisors help?
• Quality improvement and safety initiatives• Facility design• Patient and family participation in care and
decision making• Patient and family information and education• Health information technology• Clinician and staff training
Other ideas? Please type in the chat box! 22
23
What are the mechanisms for getting advisors to help?
• Advisors on one-time efforts• Advisors on short-term projects• Patient and family advisory councils• Advisors as members of committees
OVERVIEW OF PFACS
24
What is a PFAC?
• Advisory council members work together to help hospital leadership and staff integrate and apply patient and family insights– 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
25
Structure of PFAC
• Size: Varies, but typically include 12-15 members• Membership: Majority is patients and families, small
number of hospital staff and clinicians• Logistics: Meet once a month for 1.5 – 2 hours
26
Key Documents for PFACs
• Mission Statement: – Helps guide and focus the work of the PFAC– Includes council’s purpose, major goals, and key
stakeholders• Bylaws:
– Guide how the council functions and outline council members’ responsibilities
27
“The Adult Patient and Family Advisory Council is dedicated to assuring the delivery of the highest standards of comprehensive and compassionate health care by Dana-Farber/Brigham and Women's Cancer Center. We do this by working in active partnership with our health care providers to: • Strengthen communication and collaboration among
patients, families, caregivers and staff • Promote patient and family advocacy and involvement • Propose and participate in oncology programs,
services, and policies”
Sample mission statement
28
Identify staff liaison
29
• Critical first step in PFAC process– Oversees the work of advisors– Helps put in place any necessary infrastructure,
prepares staff and clinicians to work with advisors, and recruits, trains, and supports advisors
– Determines a budget for parking, meals or refreshments, printing, communication, and supplies
GAIN LEADERSHIP BUY-IN
30
Buy-in at all levels is critical
“The single most important factor for ensuring the successful involvement of patients and families in policy and program activities is commitment to the idea. This point cannot be overstated. Without a deeply held belief that patients and families have unique expertise and knowledge and that their participation is essential to improving services, true collaboration will not occur.”
Source: Institute for Patient- and Family-Centered Care. Essential Allies: Patients, Residents, and Families as Advisors.
31
Leadership buy-in
• Identify and get to know the formal and informal leaders • Talk with leaders about the importance and benefits of a
PFAC• Anticipate questions and be prepared to talk about
potential risks• Provide written materials on other PFACs • Identify opportunities to bring leaders into the process
of working with PFAs• Present a clear “ask”
32
Obtaining buy-in at all levels
• Gather information to better understand the hospital’s culture, current policies, and decision-making processes
• Build support from key individuals and groups
• Recognize and address challenges
Readiness to Partner with Patient and Family Advisors (Tool 14)
33
How ready is your hospital leadership for patient and family advisors?
34
We love them
We want them
We’re interested
We’re skeptical
PREPARE LEADERS, CLINICIANS, AND STAFF
35
Training clinicians and hospital staff
• Clinicians and staff may need training to partner effectively with advisors– How to involve advisors and integrate them into
their processes– How to listen – How to dispel bias and reservations about engaging
“certain” groups– How to communicate during a PFAC meeting to help
create a safe environment for all attendees
36
Start with patient stories
37
“Hospital administrators need to be coached on how to listen to patient stories – even if it makes them uncomfortable. And patients and families need to be coached to say things in a way that will be heard.”-Patty Skolnik, Patient Advocate and President/CEO, Citizens for Patient Safety, LLC, April PFE Affinity Group and Learning Event: Coaching Hospitals in Person and Family Engagement (PFE): Applying Best Practices and Using the Strategic Vision Roadmap
Tools to educate and train staff
AHRQ’s Guide to Patient and Family Engagement: http://www.ahrq.gov/professionals/systems/hospital/engagingfamilies/guide.html
Working With Patient and Family Advisors (Presentation, Tool 11) Introduce clinicians and hospital staff to the idea of working with patient and family advisors and to develop their skills for doing so
Working With Patient and Family Advisors (Handout, Tool 12) -Provide clinicians and hospital staff with an overview of working with patient and family advisors
38
IDENTIFY OPPORTUNITIES TO WORK WITH ADVISORS
39
Look for ways to push your work further – example 1
• Good: At a surgical residents’ meeting, a surgeon reads anecdotes from family members whose children underwent surgical procedures about what went well and what could be improved
• Better: A surgeon asks family members to join the surgical residents’ noon conference to discuss what aspects of the process worked well and what could be improved
Look for ways to push your work further – example 2
• Good: A patient advisor is asked to provide input on a medication reconciliation initiative that will soon be implemented
• Better: Three patient and family advisors are invited to join a patient safety team that is beginning an initiative to improve medication reconciliation
41
Look for ways to push your work further – example 3
• Good: An administrator invites patients and families to comment on the final plans for a facility’s upcoming renovation
• Better: Patients and families are invited to fill several slots on a new committee that will oversee plans for a facility’s upcoming renovation
LEARNING ASSIGNMENT FOR WEBINAR 2
Learning assignment: No prior work with advisors
• Identify one or two existing initiatives that would benefit from patient and family input
• Brainstorm ideas for involving patients and families and how they could help
Email me your ideas at [email protected] in advance of next week’s webinar!
Learning assignment: Some prior work with advisors
• Think about the ways in which your organization has worked with advisors. – What has worked well? – What has been challenging?
• Brainstorm specific plans for building on successes and addressing at least one of the identified challenges.
Email me your ideas at [email protected] in advance of next week’s webinar!
Helpful resources
• AHRQ’s Guide to Patient and Family Engagement: http://www.ahrq.gov/professionals/systems/hospital/engagingfamilies/guide.html
• Institute for Patient- and Family-Centered Care: www.ipfcc.org; PFAC Network forum
46
PfP Roadmap & Metric 4 Resourceswww.healthcarecommunities.org
47
Questions and discussion
• What questions do you have?• What experiences or lessons learned can you
share?
See you next time!
49
• Webinar 2: Thursday, July 21st – 2 pm EST– Recruit, Inform, and Select Patient and
Family Advisors• Webinar 3: Thursday, July 28th – 2 pm EST
– Implement and Sustain A Patient and Family Advisory Council
NYS PARTNERSHIP FOR PATIENTS
August 2, 201651
