Optimizing the Quadruple Aim: Patient Engagement Bernard Roberson, - - PowerPoint PPT Presentation

Bernard Roberson, MSM, HSC, BA Corporate Director Service Excellence Phoebe Putney Health System aroberson@phoebehealth.com

Optimizing the Quadruple Aim: Patient Engagement

Engagement

• Patient Engagement is defined as a concept that

combines a patient's knowledge, skills, ability and willingness to manage his or her own health and care with interventions designed to increase activation and promote positive patient behavior.

• The act or state of being involved with something
• To participate
• To do or take part in something

2

Building: Patient Engagement

The Importance of Patient Engagement

• Patients and their families are essential partners in the effort

to improve the quality and safety of health care. Their participation as active members of their own health care team is an essential component of making care safer and reducing readmission.

• Research shows that when patients are engaged in their

health care, it can lead to measurable improvements in safety, quality, and satisfaction.

• 4

CMS.gov: Partnership for Patients – HealthCare.gov Internet Citation: Guide to Patient and Family Engagement in Hospital Quality and Safety. Content last reviewed June 2013. Agency for Healthcare Research and Quality, Rockville, MD. http://www.ahrq.gov/professionals/systems/hospital/engagingfamilies/guide.html

• Patient- and family-centered care is an approach to the

planning, delivery and evaluation of health care that is grounded in mutually beneficial partnerships.

• The engagement of family plays a vital role in ensuring the

health and well being of patients of all ages.

What is Patient- and Family-Centered Care?

Patient- and Family- Centered Care is based on the understanding that the family is the patient’s primary source

• f strength and support. Further, this approach to care

recognizes that the perspectives and information provided by families are essential components of high-quality clinical decision-making, and that patients and their family are integral partners with the health care team

PFCC Approach to Care

PFCC is Realizing that …..

The ultimate goal of patient- and family- centered care is to create partnerships between health care providers, patients and their families that will lead to the best

• utcomes and enhance the quality and safety
• f health care.

GOAL of PFCC

Patient- and Family- Centered Care

In a “Partnership” there are four core principles of:

Traditional Model Patient- and Family-Centered Model  Deficits →  Strengths  Control →  Collaboration  Expert Model →  Partnership Model  Restrict Info →  Information Sharing  (-) Support →  (+) Support  Rigidity →  Flexibility  Dependence →  Empowerment

Philosophy and Practice

Meet the Patient and Family Where They Are … Build A Relationship - Engagement

Gary Collins, BSN, RN, confers with patient, Hasting B. Odom Jr., and his wife, Marian Odom, at MCG Medical Center in Augusta, GA

You must be in Sync with Patients and Families …. Engaged

Why involve patients and families?

• Bring important perspectives about the experience of care.
• Ability to teach how systems really work.
• Inspire and energize staff.
• Keep staff honest and grounded in reality.
• Provide timely feedback and ideas.
• Lessen the burden on staff to fix the problems
• Remind …staff they don’t have to have all the answers.
• Bring connections with the community.
• Offer an opportunity to “give back.”

Patient Engagement Has a Positive Impact On: …Patient Safety …Quality and Outcomes …Cost Effectiveness …Patient/Family Satisfaction …Staff Retention/Satisfaction …Reducing Risk/Malpractice

Benefits for Physicians and Nurses…..

• A stronger alliance with the family in promoting health

and compliance with recommendations

• Improved clinical decision making on the basis of better

information and collaborative processes

• Improved follow-through when the plan of care is

developed collaboratively with families

• Greater understanding of the family’s strengths and

caregiving capacities

• Greater patient and family satisfaction with their health

care

Benefits for Physicians and Nurses…..

• More efficient and effective use of professional time and health care

resources

• More care managed at home
• Decrease in unnecessary hospitalizations
• Emergency department visits
• More effective use of preventive care
• Improved communication among members of the health care team
• A more competitive position in the health care marketplace
• An enhanced learning environment for future physicians and other

professionals in training

• A practice environment that enhances professional satisfaction

Benefits of Engaging Patients

Attain Better Financial Performance A hospital system that is guided by the needs of patients and families becomes significantly more efficient. Patient- and Family- Centered Care actively engages all stakeholders and leads to decreased overall

• expenses. It reduces waste of a hospital's material and staff resources

through making fewer process delays, maximizing patient educational efforts and decreasing diagnostic tests and referrals. Research cited in the Gallup Management Online Journal Showed that patient and family engagement obtained through a more patient- and family- centered care system consistently improves hospital performance and business outcomes, including long-term earnings.

Leadership & Management 5 ways your hospital can benefit from patient-centered care Written by Richard Kimball, Jr., Financial Executive | May 27, 2015

Benefits Continued…

Improve Market Share US patients are becoming well informed about patient- and family- centered care and seek hospitals that employ such a system. They expect higher quality service and more value-per-cost. Patient- and Family- Centered hospitals therefore gain competitive advantage over those which stick to using traditional methods. Service providers such as the Cleveland Clinic in Ohio significantly increased their market share by integrating patient- and family- centered systems into their business model. This result is consistent with survey findings revealing that 40% of patient-respondents were eager to switch to a hospital that is more patient-centered.

Leadership & Management 5 ways your hospital can benefit from patient-centered care Written by Richard Kimball, Jr., Financial Executive | May 27, 2015

Benefits Continued…

Increase Employee Satisfaction Hospitals implementing a more patient- and family- centered care approach successfully improve employee satisfaction and retention. A more efficient system decreases employee burnout, improves staff relationships, and enhances patient-caretaker interactions. Improved retention contributes to high-quality staff, less training costs and decreased expenses due to inefficient practices. The Bronson Methodist Hospital in Michigan found that their patient- centered approach led to decreased nurse turnover, saving them about $3 million over 5 years.

Leadership & Management 5 ways your hospital can benefit from patient-centered care Written by Richard Kimball, Jr., Financial Executive | May 27, 2015

Benefits Continued…

Pull Up Your Hospital's Ranking The Consumer Assessment of Healthcare Providers and Systems (CAHPS) survey, known to provide a reliable ranking of the best hospitals in the country, incorporates a lot of patient- and family- centered care measures in its survey form. It has metrics

• n

patient-provider communication, quality of relationship, effective pain medication system, sufficient discharge information and improved patient health outcomes.

Leadership & Management 5 ways your hospital can benefit from patient-centered care Written by Richard Kimball, Jr., Financial Executive | May 27, 2015

Benefits Continued…

Improve Patient Health Outcomes The best reason for implementing a patient- and family- centered care model is that it is the right thing to do. Experience, expertise, and scientific knowledge all support this model because it has consistently demonstrated improved patient health outcomes. Patients receiving this kind of care are happier, more satisfied, heal more quickly, are in less pain and stay healthier. It improves quality of life.

Leadership & Management 5 ways your hospital can benefit from patient-centered care Written by Richard Kimball, Jr., Financial Executive | May 27, 2015

Family members are more than surrogates to be called upon when the patient is unable to make decisions on their behalf; they are essential members of the care continuum and care-giving team.

* Partnering with Patients and Families To Design a Patient-and Family-Centered Health Care System – A Roadmap for the Future: Conway et. al., June 2006 (with support from the Robert Wood Johnson Foundation)

Engaging Patients and Families is key to improving your Quality, Safety, and Patient Experience!

Engagement between Health Care Providers, Patients, and Families

It is “The Right Thing To Do” and everyone benefits with Improved Quality, Safety, and Satisfaction