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

Planetree – patient and employee centered care

The coordinator’s 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 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

Facts of 2007 Need for change  Focus on production and technology  Low performance in quality  Patient satisfaction low  Employee satisfaction low  Unmotivated staff

Change

Why Planetree  Patient and employee centered care in healing environment  Every staff member contributes to patient centered care  The organization cares for its employees  Healthy organization

The coordinator’s perspective Patients Nurses Family Staff Volunteers Physicians Managers

Vision, policy and values Planetree and V.I.P. values  V: verbindend : linking, connecting to each other  I: innovative and initiative  P: Professional V.I.P. training • measuring baseline • staff training • measuring effect

Designation process  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

Better care, healing environment and healthy organization planetree flevoziekenhuis 12

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

Human interaction  Comfort  Empathy  Care and attention  Hospitality  Sense of safety  Privacy

Information and education Service & Information center  Information about diseases and treatments  Education, lifestyle  Online appointment  Access medical file  Complaints

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

Department restaurant Meals on wheels

Examples of staff initiatives IC outpatient clinic :  Information  Evaluation  Referral to social work, psychology Visual menu

Fitness for employees Balance@work  Body&Mind balance  Weight watchers  Zumba lessons  Planetree massage  Running club  Volleyball tournament  Meditation  Workshop Mindfulness  Traveling massage chair

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

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

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

Religious events

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

Healing environment familyrooms

Lounge with music and WiFi

Central hall

Art exhibitions

Family and friends support  Importance of family and friends  Volunteers  Open visiting hours

Measuring results Feedback patients and employees  Patient survey with quarterly report  Patient interviews in waiting rooms  Focusgroups  Mirror conversations  Survey employee satisfaction

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

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%

Thank you Yvonne Tan Planetree coordinator