centered care The coordinators perspective Almere, city of pioneers - - PowerPoint PPT Presentation

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centered care The coordinators perspective Almere, city of pioneers - - PowerPoint PPT Presentation

Apr 01, 2024 143 likes •498 views

Planetree patient and employee centered care The coordinators perspective Almere, city of pioneers City of pioneers Population: from 78.000 191.000 196.000 (2012) 1991 2010 Facts & figures Population city of Almere 196.000

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Planetree – patient and employee centered care

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SLIDE 2

The coordinator’s perspective

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Almere, city of pioneers

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City of pioneers

1991 2010 Population: from 78.000 – 191.000 – 196.000 (2012)

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Facts & figures

Population city of Almere 196.000 and growing Employees 1.854 Physicians 138 Volunteers 191 Beds 386 + 12 IC Admissions 18.885 per year Day treatments 19.551 per year Operating rooms 10 Outpatient visits 273.489 per year

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Need for change

  • Focus on production and technology
  • Low performance in quality
  • Patient satisfaction low
  • Employee satisfaction low
  • Unmotivated staff

Facts of 2007

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SLIDE 7

Change

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SLIDE 8
  • Patient and employee centered care in healing environment
  • Every staff member contributes to patient centered care
  • The organization cares for its employees
  • Healthy organization

Why Planetree

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The coordinator’s perspective

Patients Physicians Managers Nurses Staff Family Volunteers

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SLIDE 10
  • V:

verbindend: linking, connecting to each other

  • I:

innovative and initiative

  • P:

Professional Planetree and V.I.P. values

Vision, policy and values

V.I.P. training

  • measuring baseline
  • staff training
  • measuring effect
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SLIDE 11
  • Implementation process with defined criteria
  • Importance of a good implementation strategy
  • Structure for implementation – Implementation Group
  • Incorporating values in hospital policy and behaviour
  • Kaizen as method for improved performance
  • Annual plans based on Planetree criteria
  • Planning and realization of projects by staff members
  • Annual evaluations of each department
  • Feedback and follow up

Designation process

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SLIDE 12

planetree flevoziekenhuis 12

Better care, healing environment and healthy organization

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Warm welcome

  • Professional hosts outside for assistance
  • Volunteers as hosts and guides in the main hall
  • Admittance service at the information center

with welcome bags and assistance towards nursing department

  • Family and friends are welcome
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SLIDE 14
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SLIDE 15

Human interaction

  • Comfort
  • Empathy
  • Care and attention
  • Hospitality
  • Sense of safety
  • Privacy
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SLIDE 16

Information and education

Service & Information center

  • Information about

diseases and treatments

  • Education, lifestyle
  • Online appointment
  • Access medical file
  • Complaints
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SLIDE 17

Nutrition and nurturing aspects of food

  • One restaurant for staff, patients

and visitors

  • Tasty food and beverage
  • Vouchers for patients
  • Meals with family/friends
  • WiFi
  • Flexible meal times

Restaurant Vermaat

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SLIDE 18

Department restaurant Meals on wheels

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Examples of staff initiatives

IC outpatient clinic :

  • Information
  • Evaluation
  • Referral to social work,

psychology Visual menu

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Fitness for employees Balance@work

  • Body&Mind balance
  • Zumba lessons
  • Running club
  • Meditation
  • Traveling massage chair
  • Weight watchers
  • Planetree massage
  • Volleyball tournament
  • Workshop Mindfulness
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SLIDE 21

Fitness for patients

  • Onco Move for oncology patients
  • Group program after heart surgery
  • Four month training cardiac patients
  • Group program lung patients
  • Fysiotherapy: fitness, swimming
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Integrative care

For patients:

  • Pre-operative massages
  • Hand massage by trained volunteers
  • Aroma care
  • Acupuncture
  • Guided visualization
  • Mindfulness training
  • Bedside service: hairdresser, pedicure,

beauty treatment, relaxing massage

  • Gift voucher for bedside services
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SLIDE 23

Spirituality

  • Rituals
  • Room for prayer and meditation
  • Celebrating religious events
  • Care for caregivers
  • 24/7 availability spiritual counselor
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Religious events

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Healing environment

  • Warm colours
  • Comfortable furniture
  • TV-screens
  • Lap tops
  • Books/magazines
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Healing environment familyrooms

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Lounge with music and WiFi

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Central hall

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Art exhibitions

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Family and friends support

  • Importance of family and friends
  • Volunteers
  • Open visiting hours
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Measuring results

Feedback patients and employees

  • Patient survey with quarterly report
  • Patient interviews in waiting rooms
  • Focusgroups
  • Mirror conversations
  • Survey employee satisfaction
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Challenges

  • Culture change
  • training
  • VIP awards
  • Planetree events
  • Privacy in shared rooms
  • doctors visits
  • nursing care
  • sharing medical file
  • Visiting hours 24/7
  • too many visitors
  • no rest
  • nightly visitors
  • surprise sleepovers
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SLIDE 33

Results

  • Planetree designation
  • A positive organizational outcome despite completion of the new

building and explosive growth

  • New long term contracts and mortgage with Rabobank
  • No. 1 in the Top 100 (AD-survey 2010)
  • Elsevier top 15, transparency top 3
  • Customer satisfaction 6,5 8,4
  • Number of complaints 808  554
  • Employee satisfaction 6,2  7,0
  • Engagement staff: 54%  73%
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Thank you

Yvonne Tan Planetree coordinator