I ntro duc tio n T he Pa st: I mpe ra tive fo r Culture Cha - PowerPoint PPT Presentation

 I ntro duc tio n  T he Pa st: I mpe ra tive fo r Culture Cha ng e  T he Pre se nt: Using Pa tie nts to g e t to “Why”  T he F uture : Sha ring De c isio n-Ma king

HCMC: A Histor y of Car ing

 Minne so ta ’ s pre mie r L e ve l 1 Adult  462 Sta ffe d b e ds T ra uma Ce nte r a nd L e ve l 1 Pe dia tric T ra uma Ce nte r  2,373 Births  An e sse ntia l te a c hing hospita l fo r  3,269 Hype rb a ric Me dic ine do c to rs a nd o the r he a lthc a re tre a tme nts pro fe ssio na ls (1,000/ ye a r) who g o o n to pra c tic e thro ug ho ut the  15,586 Surg e rie s sta te  21,748 Disc ha rg e s Re c o g nize d fo r inno va tive   63,596 Amb ula nc e runs a ppro a c h to e ng a g e a nd e mpo we r pa tie nts with c o -  74,490 Po iso n Ce nte r c a lls mo rb iditie s a nd histo ry o f c o mple x a nd c o stly he a lthc a re ne e ds.  100,066 E me rg e nc y Se rvic e s visits 3 rd la rg e st e mplo ye r in do wnto wn  Minne a po lis.  496,416 Clinic visits

 Hug e ly dive rse pa tie nt po pula tio n  72 la ng ua g e s  Bro a d sc o pe o f se rvic e s  I nte g ra te d physic ia n g ro up  Dive rse e mplo ye e s  Co unty le g a c y a nd b ra nd ide ntity  Go o d b ut no t g re a t pa tie nt sa tisfa c tio n

 2008-09: I nitia te d fo rma l a ppro a c h to pa tie nt e xpe rie nc e . T rie d a nd fa ile d to de plo y b e st pra c tic e s. No b uy-in.  2010: E mb ra c e d the po we r o f Pa tie nt- a nd F a mily- Ce nte re d Ca re . L a unc he d Ra llie s. Cre a te d the “why” b y liste ning to pa tie nt/ fa mily sto rie s  2011: Pa tie nt E xpe rie nc e b e c a me # 1 F o c us a re a o n HCMC Annua l Pla n. E xe c utive Spo nso r ide ntifie d. Physic ia n e ng a g e me nt a c c e le ra te d.  2012: E xpa nde d use o f pa tie nt/ fa mily a dviso rs. Co ntinue d Ra llie s. L a unc he d Co mmunic a tio n to o ls fo r b e dside c a re .

Patient- and family-centered care is working with patients and families rather than doing to or for them. Patients and families are partners in care.

Wha t Do e sn’ t wo uld We a lwa ys o ur kno w wo rk so pa tie nts b e st. we ll. wa nt? T his is We ’ re a ll L e t’ s the wa y pa tie nts we ’ ve to o . We a sk a lwa ys c a n fig ure the m. do ne it. it o ut.

› “Alre a dy do ing it, a nd I ’ m g o o d a t it to o .” › Pa tie nts a re so urc e o f c o ntro l = Cha o s › We a re the e xpe rts › Bla me PF CC fo r pro b le ms › L e a rning to a da pt pa tie nt/ fa mily input into “o ur” wo rk › L e a rning to a c c o mmo da te hug e ly dive rse pa tie nts into struc ture . › “Yo u do n’ t unde rsta nd ho w ha rd this is.”

How are we asking and partnering?  Faces of Inspiration  Patient advisory councils and focus groups  Patients on organizational committees  Patients on interview panels – CEO, Chiefs, HR VP  Lean events  Q study  Brave staff  Patient Experience Rallies

› 8 ho urs › 500 sta ff a nd physic ia ns › 50-60 pa tie nts a t e a c h e ve nt—a t e ve ry ta b le , tra ine d to te ll the ir sto ry › Multi-me dia › Pa tie nt/ F a mily pa ne ls › “Pa tie nts a s a rtists” › E mplo ye e s-a s-pa tie nts pa ne ls › K e yno te spe a ke rs b ring c re dib ility › Wo rkg ro ups a ssig ne d to ta b le s › 4 time s/ ye a r

 “ Rally was g o o d re minde r to b e c are ful with wo rds ”  “ Po nde r b e fo re I talk”  “ Be mo re aware o f my appro ac h with patie nts ”  “ Be mindful o f what wo rds to say”  “ Be mindful o f 9 b e havio rs—the y will make my jo b e asie r and my patie nts mo re satisfie d.”  “ I ho pe I have g aine d a muc h b e tte r pe rspe c tive o f ho w my daily ac tio ns are re c e ive d, re g ardle ss o f the inte ntio n.”

Re sponse fr om Rally Atte nde e s: I unde r stand what my r o le and r e spo nsibility is in tr ansfo r ming HCMC into a patie nt- and family-c e nte r e d o r ganizatio n. 80 74 70 62 60 50 c e nt 40 36 Pe r 30 26 20 10 0 Ye a r 1 Ye a r 3 Ag re e Stro ng ly Ag re e

 Va lue s pro je c t › 6 o f 8 g ro ups (1500+ re spo nde nts) na me d patie nt-c e nte re d a s the to p c ho ic e fro m 150 wo rds.  Be ha vio rs a re c ha ng ing  Co nve rsa tio ns a re c ha ng ing  Pro c e sse s a re c ha ng ing  Wo rklo a d is c ha ng ing !

Inpatie nt Satisfac tion All-time hig h po int L ike liho o d to Re c o mme nd Me an Sc or e July 2012 = 89.6 2005- 2012 50th pe rc e ntile 90 88 86 84 -Ra lly # 2,# 3, 4 -Ra lly 5,6,7 -Pa tie nt E xp (80% o f -20 to PF CC Ste e ring 82 physic ia ns -T OCC Co mmitte e a tte nde d) -Hig h -Pa t E xp a dde d -30 to PF CC -29 to PF CC Impa c t a s Annua l Pla n -Ho spita l -E xc e lle nc e -Va le t x2 80 F o c us Are a -Adde d F T E Pa tie nt Co unc ils -Visua l -18 to PF CC fo r pa tie nt -Pub lic Adviso ry -F a mily Mg mt -Ra lly # 1 e xpe rie nc e re po rting o f Co unc il Pre se nc e Bo a rds -Se rvic e 78 -F re d L e e 2- -initia te d - -Re spo nse HCAHPS Po lic y -PF CC Re c o ve ry da y tra ining Mo nthly -Va le t F a c ility ra te -initia te d initia tive pre se nt. to Se rvic e s de sig n -Ple dg e impro ve me -CAY Be ha vio rs mo nthly ME C -YMAD sta rts 76 T ra ining a nd PF CC nt pre se nt .to -Sta te upg ra de -Inte g ra tio n Ma na g e rs/ Dir g uiding princ iple s c o mmitte e mg r huddle "c la wb a c k" -Be ha vio rs Building -E PI C insta lle d -F a c e s o f -Ho urly c a mpa ig n Co nne c tio n -1st pa tie nt -Jt Cmsn. 74 Inspira tio n -Go ve rna nc e Ro unding la unc he d s la unc he d e xpe rie nc e -He re to He lp a nd la unc he d -Jt Cmsn Ne w phys -Adde d F T E fo r ste e ring o pe ra tio nsa l Sc ripting surve y c o mp pla n pa tie nt 72 c ha ng e s. initia tive a mb Ca re Bo a rds F o rma lize e xpe rie nc e Wa it time Pa t Adv o pe ra tio ns PE RCE NT I L E b o a rds T CAB units 70 25th 15th 16th 4th 6th 9th 7th 5th

 2013 a nd b e yo nd › T e a c hing T he Why: Co ntinue with Pa tie nt E xpe rie nc e Ra llie s a nd c o ntinue to e xpa nd use o f pa tie nt/ fa mily/ c o mmunity pa rtne rs. › T he Ho w: Co mmunic a tio n skills tra ining – Building Co nne c tio ns ; E xpe rie nc e Disc o ve ry a nd De sig n. Pa tie nts o n e ve ry stra te g ic c o mmitte e . › T he Wha t: L a unc he d spe c ific b e d-side / E xa m-ro o m stra te g ie s: Be dside Shift Re po rt, Ca re Bo a rds, I nte rdisc iplina ry Ro unds, L e a de r Ro unding o n Pa tie nts › All in: Org a niza tio na l Annua l Pla n insists tha t E VE RY de pa rtme nt fig ure o ut a wa y to e lic it a nd inc o rpo ra t pa tie nt/ fa mily fe e db a c k into the ir wo rk.

 Dive rsity › Cha lle ng e = ho w to g e t input fro m pa tie nts spe a king so ma ny la ng ua g e s › Oppo rtunity = he a r so ma ny inte re sting wa ys o f lo o king a t a pro b le m/ so lutio n  No n-tra ditio na l fa mily struc ture s › Cha lle ng e = ho w to kno w wha t fa mily- c e nte re d me a ns to e a c h individua l pa tie nt › Oppo rtunity = le a rn to a ppre c ia te tha t fa mily c a n b e muc h mo re tha n pa re nts a nd sib ling s.

 L imite d re so urc e s › Cha lle ng e = fa irly c o mpe nsa ting pa tie nts/ fa milie s fo r the ir time › Oppo rtunity = Pa rtne rs wa nt to kno w first a nd fo re mo st tha t we a re ta king the m se rio usly.  L o g istic s › Cha lle ng e = pa tie nts with c o mple x live s c a n no t a lwa ys me e t with us o n o ur te rms › Oppo rtunitie s = fo rc e d to fa c e wha t b e ing truly PF CC me a ns

Co nta c t: She ila De la ne y Mo ro ne y MPH Dire c to r, Pa tie nt E xpe rie nc e Se rvic e s a nd PF CC She ila .mo ro ne y@ hc me d.o rg 612-873-9829