Session 2Quality Improvement: Partnering With Patients and Families

Tuesday, January 28th 1:00 – 2:00 ET

Martie CarnieJanet Porter, PhD

Build the skills and

capabilities needed to

lead quality improvement efforts at the

middle manager level

of an organization

Manage the Work

Manage Improvement

Develop Teams

Manage Time – Session 1

Understand and Manage Systems - Session 7

Create Effective Processes – Session 7

Coach Versus Command – Session 3

Build the Will for Change – Session 5

Create a Culture of Safety - Session 6

Develop Effective Communication – Session 6

Practice Improvement Essentials – Session 5

Align Improvement Initiatives – Session 4

Build Sustainable Systems – Session 4

Manage Connections Across Systems – Session 4

Partner with Patients and Families – Session 2

Surface and Solve Problems - Session 7

Leading Quality Improvement: Essentials for Managers Driver Diagram

Lead with Humility – Session 3

Identify and Spread Successful Improvement – Session 9

Empower Teams to Engage in Improvement - Session 8

Institute for Healthcare Improvement: Essentials for Managers Program 2

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Today’s Faculty• Cancer Survivor

• Founding Chair of Dana-Farber/Brigham and Women’s Cancer Center Patient and

Family Advisory Council (1997)• Current Co-Chair of Brigham and Women’s

Patient and Family Advisory Council

• Chief Operating Officer, Nationwide Children’s Hospital

• Associate Dean, University of North Carolina• Chief Operating Officer, Dana-Farber Cancer

Institute• Principal, Stroudwater Associates

Martie Carniemartiecarnie@hotmail.com

Janet Porterjporter@stroudwater.com

janetporterphd@gmail.com

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What Do We Mean by Patient Engagement?

Patient Partnering

Patient – CenteredCarePatient Activation

Patient Engagement

“Nothing About Us Without Us”5

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Patient Engagement FrameworkPatient Engagement in Their Own Care

“Shared Decision-Making”• Portals for Patient Access to Information• Educational Tools and Provider Training

Patient Engagement in Clinical Quality Improvement and Safety• Process Improvement (Lean: Kaizens, Workouts)

• Disease-Specific Protocols

Patient Engagement in Patient Experience Improvement• Patient Satisfaction Committees

• HCAHPS

Patient Engagement in Organizational Decision-Making• Patient and Family Advisory Committees

• Governing Board Roles

Specific to Patient (Individual)

Specific to Disease(Dept/Unit)

Specific to Quality(Organizational)

General(Organizational)

Take-Away: Setting the Stage

Connect with the Director of VolunteersIdentify champions of patient engagementDiscuss at a staff meeting the concept of engaging patients and family membersBrainstorm ways patients might be involved in providing feedback Tell a story of listening to patients with a positive outcomeExplain this is a pilot, experimentIdentify departmental patient liaison

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8Take-Away: Establishing the Liaison Role

Not a full-time job but an assignment for someone in current roleAdvocate for inclusion of patients and familiesInformal leader within departmentPoint person for patient and family involvementRecruit, selects, orients patient and family membersStructures patient engagement experiences Provides feedback to patient and family membersServes as interface between staff and patients

Take-Away: Recruiting Patient and Family Members

Staff identify patients and family members who have expressed constructive suggestions, gratitude and interest in giving backBackground check with other care providersTelephone the patient/family member to discuss role, commitmentIf interested, invite in for interviewFormalize invite with welcome letter and orientation materials and expectations and support (free parking, business cards, etc.)Specify time commitment and time frame (term)

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Tool: Desired Qualities and Skills of Patient and Family Volunteers

The ability to share personal experiences in ways that others can learn from thenThe ability to see the big pictureBroader interest in many issues (does not have a specific agenda based upon their own agenda)Listening skills and appreciation for others viewpointAbility to connect with peopleA sense of humorPatience

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Tool: Orientation Check-ListSet expectation that patient is a candidate – not official until through orientationApplication completed with contact informationHospital volunteer orientation (flu shots, etc.) completed – hospital overview and mission, confidentiality Occupational health visit Received ID badge, parking passOrientation to specific role Mentor assignedShadowing of mentor and by mentor Coaching/feedback – Candidate become official Volunteer

Next Steps:Online assignment

Select one of the Take-Aways from Session 2 and add a brief comment (250 words or less)

describing how you tested this tool in your daily work this week.

Add Community Board link HERE

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Session 3

Coaching vs. CommandingLeading with Humility

Tuesday, February 4th

1:00 – 2:00 ET

Dr. David MunchLead IHI Faculty

Senior Vice President & Chief Clinical Officer Healthcare Performance Partners

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