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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.

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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.

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

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 Goals12

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

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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