Patient and Family Engagement (PFE) Series Virtual Event 2: - - PowerPoint PPT Presentation

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Patient and Family Engagement (PFE) Series Virtual Event 2: - - PowerPoint PPT Presentation

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AN INITIATIVE OF THE FLORIDA HOSPITAL ASSOCIATION HOSPITAL IMPROVEMENT INNOVATION NETWORK Patient and Family Engagement (PFE) Series Virtual Event 2: Selecting, Orienting and Engaging Patient and Family Partners February 14, 2020 Patient

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AN INITIATIVE OF THE FLORIDA HOSPITAL ASSOCIATION HOSPITAL IMPROVEMENT INNOVATION NETWORK

Patient and Family Engagement (PFE) Series

Virtual Event 2: Selecting, Orienting and Engaging Patient and Family Partners

February 14, 2020

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Patient Safety Awareness Week: March 8-14, 2020

Plan Your Week! Download a print-ready poster, table tent and stickers, as well as graphics to use on social media.

SAVE THE DATE! Free IHI Patient Safety Awareness Week Webcast

Principles for Improving Patient Safety Measurement March 10 12 Noon – 1:00 p.m. ET Sign up to be notified when registration

  • pens.
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A F l o r i d a H o s p i t a l A s s o c i a t i o n ( F H A ) P a t i e n t a n d F a m i l y E n g a g e m e n t ( P F E ) S e r i e s

IN PURSUIT OF PARTNERSHIP: ENGAGING PATIENTS AND FAMILIES IN HOSPITAL QUALITY AND SAFETY

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INTRODUCE YOURSELVES

Please use the CHAT to tell us:

  • Name
  • Title/Role
  • Hospital
  • Your First Job
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  • Principal, Partnership Health Advisors
  • Patient and Family Engagement (PFE)

Project Consultant, American Hospital Association (AHA) Center for Health Innovation

  • …
  • (And most importantly) Patient Family

Partner

TARA BRISTOL ROUSE, MA, CPHQ, CPXP, BCPA

Series Faculty

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MY FIRST JOB

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WAYS TO BE

Ask questions in the chat Engage with your peers Be present Help us understand how best to support you

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AGENDA

  • Welcome and Introductions
  • Series to Date
  • Virtual Event 2 Content: Selecting,

Orienting and Engaging Patient and Family Partners

  • Discussion and Q&A
  • Wrap-Up and Next Steps
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SERIES TO DATE: WHERE WE HAVE BEEN; WHERE WE ARE GOING

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FHA PFE SERIES: CALENDAR OF EVENTS

January

  • Friday, 1/24, 10:30-11:30am ET*

Virtual Event 1: The Role of Patients and Families in Promoting Hospital Quality and Safety

  • Friday, 1/31 Newsletter 1

February

  • Friday, 2/7, 10:30-11:30am ET*

Office Hours 1

  • Friday, 2/14, 10:30-11:30am ET*

Virtual Event 2: Selecting, Orienting and Engaging Patient and Family Partners

  • Friday, 2/21 Newsletter 2
  • Friday, 2/28, 10:30-11:30am ET*

Office Hours 2

March

  • Friday, 3/6, 10:30-11:30am ET*

Virtual Event 3: Training and Supporting Providers for Successful Patient and Family Engagement

  • Friday, 3/13 Newsletter 3
  • Friday, 3/20, 10:30-11:30am ET*

Office Hours 3

  • Friday, 3/27, 10:30-11:30am ET*

Virtual Event 4: Sustaining Meaningful Partnerships

April

  • Friday, 4/3 Newsletter 4

*Register here: http://www.fha.org/health-care- issues/quality-and-safety/mtc- hiin/upcoming-events.aspx

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FHA PFE SERIES: CALENDAR OF EVENTS

January

  • Friday, 1/24, 10:30-11:30am ET*

Virtual Event 1: The Role of Patients and Families in Promoting Hospital Quality and Safety

  • Friday, 1/31 Newsletter 1

February

  • Friday, 2/7, 10:30-11:30am ET*

Office Hours 1

  • Friday, 2/14, 10:30-11:30am ET*

Virtual Event 2: Selecting, Orienting and Engaging Patient and Family Partners

  • Friday, 2/21 Newsletter 2
  • Friday, 2/28, 10:30-11:30am ET*

Office Hours 2

March

  • Friday, 3/6, 10:30-11:30am ET*

Virtual Event 3: Training and Supporting Providers for Successful Patient and Family Engagement

  • Friday, 3/13 Newsletter 3
  • Friday, 3/20, 10:30-11:30am ET*

Office Hours 3

  • Friday, 3/27, 10:30-11:30am ET*

Virtual Event 4: Sustaining Meaningful Partnerships

April

  • Friday, 4/3 Newsletter 4

*Register here: http://www.fha.org/health-care- issues/quality-and-safety/mtc- hiin/upcoming-events.aspx

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FHA PFE SERIES: CALENDAR OF EVENTS

January

  • Friday, 1/24, 10:30-11:30am ET*

Virtual Event 1: The Role of Patients and Families in Promoting Hospital Quality and Safety

  • Friday, 1/31 Newsletter 1

February

  • Friday, 2/7, 10:30-11:30am ET*

Office Hours 1

  • Friday, 2/14, 10:30-11:30am ET*

Virtual Event 2: Selecting, Orienting and Engaging Patient and Family Partners

  • Friday, 2/21 Newsletter 2
  • Friday, 2/28, 10:30-11:30am ET*

Office Hours 2

March

  • Friday, 3/6, 10:30-11:30am ET*

Virtual Event 3: Training and Supporting Providers for Successful Patient and Family Engagement

  • Friday, 3/13 Newsletter 3
  • Friday, 3/20, 10:30-11:30am ET*

Office Hours 3

  • Friday, 3/27, 10:30-11:30am ET*

Virtual Event 4: Sustaining Meaningful Partnerships

April

  • Friday, 4/3 Newsletter 4

*Register here: http://www.fha.org/health-care- issues/quality-and-safety/mtc- hiin/upcoming-events.aspx

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FHA PFE SERIES: CALENDAR OF EVENTS

January

  • Friday, 1/24, 10:30-11:30am ET*

Virtual Event 1: The Role of Patients and Families in Promoting Hospital Quality and Safety

  • Friday, 1/31 Newsletter 1

February

  • Friday, 2/7, 10:30-11:30am ET*

Office Hours 1

  • Friday, 2/14, 10:30-11:30am ET*

Virtual Event 2: Selecting, Orienting and Engaging Patient and Family Partners

  • Friday, 2/21 Newsletter 2
  • Friday, 2/28, 10:30-11:30am ET*

Office Hours 2

March

  • Friday, 3/6, 10:30-11:30am ET*

Virtual Event 3: Training and Supporting Providers for Successful Patient and Family Engagement

  • Friday, 3/13 Newsletter 3
  • Friday, 3/20, 10:30-11:30am ET*

Office Hours 3

  • Friday, 3/27, 10:30-11:30am ET*

Virtual Event 4: Sustaining Meaningful Partnerships

April

  • Friday, 4/3 Newsletter 4

*Register here: http://www.fha.org/health-care- issues/quality-and-safety/mtc- hiin/upcoming-events.aspx

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FHA PFE SERIES: UNDERSTANDING YOUR NEEDS

@

PFE Discovery Tool

11 multiple choice questions; time to complete: approx. 5 min.

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PFE SERIES PULSE CHECK

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LET’S PRACTICE

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DO YOU PLAN TO UTILIZE OFFICE HOURS?

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IF GIVEN MORE TIME, WILL YOUR HOSPITAL COMPLETE THE PFE DISCOVERY TOOL?

Due February 7th!

Access here: https://www.surveymonkey.com/r/FHAPFEDisco veryTool

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LET US KNOW…

What has been helpful? What would you like to see added? What would you like us to spend less time on? What would you like to see more of?

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VIRTUAL EVENT 2: SELECTING, ORIENTING AND ENGAGING PATIENT AND FAMILY PARTNERS

February 14, 2020 10:30-11:30am ET

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SELECTING, ORIENTING AND ENGAGING PATIENT AND FAMILY PARTNERS

Session Objectives:

  • Identify processes and resources for recruiting and

selecting patient and family advisors

  • Describe best practices for preparing and orienting

new patient and family advisors

  • Discuss opportunities for patient and family

engagement at the organizational level

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IMPLEMENTING PARTNERSHIPS WITH PATIENTS AND FAMILY ADVISORS

Identify a Staff Liaison Identify Opportunities for Involving PFAs Prepare Hospital Leadership, Clinicians, and Staff to Work with Advisors Recruit, Select, and Train Patient and Family Advisors Implement and Coordinate Advisor Activities AHRQ Guide to Patient and Family Engagement in Hospital Quality and Safety

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THE ROLE OF PATIENTS AND FAMILIES IN QUALITY IMPROVEMENT

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  • Share personal stories,

leading to a more focused commitment by improvement teams

  • Identify pieces of the

process that are confusing

  • r missing from a

patient/family perspective

  • Participate in

information/data gathering

  • Discuss and analyze findings
  • Assist in developing action

plans and recommendations

  • Contribute to the design

and content of materials

  • Provide objective feedback

from the patient/family perspective

  • Assist with piloting and

testing new materials and processes and follow up with other patients/families to gather their opinions

Partnering to Improve Quality and Safety: A Framework for Working with Patient and Family Advisors, HPOE

THE ROLE OF PATIENTS AND FAMILIES IN QUALITY IMPROVEMENT

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FRAMEWORK FOR PFE

Depth of Engagement Roles for Patients and Families Considerations Ad Hoc Input Survey or Focus Group Participants Ensure diversity and representation, validity Structured Consultation Council Members or Advisors Providing Input Early consult supports partnership model Influence Occasional Reviewers/Consultants to Project Allows flexible ways to participate; requires background and orientation Negotiation Member of Improvement Team Requires training in improvement Delegation Co-Chair of Improvement Team High level of expertise or skill necessary Advisor Control Implementer or Peer Support Role Strong training component, mentoring and compensation

Institute for Patient- and Family-Centered Care, 2014

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Topic Description History of the Team

  • Purpose
  • Accomplishments
  • Barriers
  • Background

Goals and Objectives

  • Progress
  • Measures of Success
  • Priorities
  • Strategic Objectives

Team Composition

  • Roster and Background of Members
  • Roles and Responsibilities

Clinical Background Materials

  • Current Research
  • Relevant Policies and Protocols

ORIENTATION TO THE IMPROVEMENT TEAM

Partnering to Improve Quality and Safety: A Framework for Working with Patient and Family Advisors, HPOE

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Topic Considerations Training in Improvement Science

  • How is staff trained in improvement methodology?
  • Is the existing training an option for patient/family

advisors? If not, what resources are available for new patient/family advisors? Organization-Specific Improvement Methods

  • What methodology does the organization use for

improvement (e.g., Lean, Six Sigma, PDSA)?

  • Is there consistency in methodology across

departments, or are different groups using different strategies and tools? Mentorship

  • Who can serve as a patient and family advisor

mentor (e.g., other advisors or hospital employees)?

ORIENTATION TO THE IMPROVEMENT TEAM, CONT’D

Partnering to Improve Quality and Safety: A Framework for Working with Patient and Family Advisors, HPOE

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Respond to meeting notices Review agenda and supporting materials ahead of time Familiarize yourself with the technology Request background materials, including list

  • f attendees and their

roles/responsibilities Prepare a 1-2 sentence introduction

PARTNERING IN THE VIRTUAL WORLD: BEFORE THE MEETING

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PARTNERING IN THE VIRTUAL WORLD: DURING THE MEETING

Allow yourself extra time to log in Place phones and computer on mute/vibrate Use a webcam when appropriate Provide your name when making a comment or asking a questions (e.g., This is Tara. I was wondering…”) Avoid multi-tasking Be an active participant

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? ?

?

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CHOOSING EFFECTIVE PFAS

An effective advisor:

  • Has personal patient experience or has acted as a

caregiver

  • Has processed through grief or loss
  • Can generalize personal experience to provide

feedback on overall patient experience

  • Has time to commit to regular meeting attendance

as well as outside volunteer opportunities

AHRQ Guide to Patient and Family Engagement in Hospital Quality and Safety

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CHOOSING EFFECTIVE PFAS

An effective advisor:

  • Possesses soft skills necessary for working in a

collaborative environment:

  • Active listening
  • Clear, tactful verbal communication
  • Willingness to speak in front of group/leadership
  • Shows concern for more than one issue

AHRQ Guide to Patient and Family Engagement in Hospital Quality and Safety

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WHERE DO I FIND PFAS?

  • Physicians,

Colleagues

  • Open House
  • Press

Ganey/HCAHPS

  • Peer Support Groups
  • Volunteer Services
  • Patient Satisfaction

Surveys

  • Newsletters
  • Websites
  • Community

Outreach

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https://www.ahrq.gov/sites/default/files/wysiwyg/pr

  • fessionals/systems/hospital/engagingfamilies/strate

gy1/Strat1_Implement_Hndbook_508_v2.pdf

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TOOLS YOU CAN PERSONALIZE

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THINK BIG, START SMALL

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Questions? Comments? Reflections?

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NEXT STEPS

  • Connect with your team to review past events and

register for upcoming offerings

  • Look for the FHA PFE Series Newsletter in your

mailbox on Friday, February 21st

  • Complete the PFE Discovery Tool using the link

provided by Friday, February 21st

  • Contact Tara at

tara@partnershiphealthadvisors.com to schedule 1:1 coaching as part of the series

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RESOURCES

  • 1. Guide to Patient and Family Engagement in Hospital Quality and Safety.

Content last reviewed February 2017. Agency for Healthcare Research and Quality, Rockville, MD. http://www.ahrq.gov/professionals/systems/hospital/engagingfamilies/index.ht ml.

  • 2. Partnering to Improve Quality and Safety: A Framework for Working with

Patient and Family Advisors. March 2015. Health Research & Educational Trust, Chicago, IL. http://www.hpoe.org/Reports- HPOE/2015/2015_patient_fam_engagement_FINAL.pdf

  • 3. Partnership for Patients (PfP) Strategic Vision Roadmap for Person and Family

Engagement (PFE). January 2016. American Institutes for Research, Washington, DC.

  • 4. Robins, Sue. Meaningful engagement or tokenism? [online]. Health Issues, No.

107, Winter 2011: 19-21. Availability: https://search.informit.com.au/documentSummary;dn=446608983511682;res=I ELHEA ISSN: 081905781. [cited 14 Feb 20].

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PFE Resources

FHA HIIN Website HRET HIIN Website

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The Workforce Resilience Webinar Series is a 12-month series will be led by well-known health care workforce resilience expert Bryan Sexton, PhD, Associate Professor and Director of the Duke Center for Healthcare Safety & Quality at Duke University Health System. The program will provide evidence-based burnout solutions, including skills and tools, to enhance caregiver

  • resilience. The program is offered FREE of charge

to FHA members thanks to the generous sponsorship of the Memorial Healthcare System. Information and registration are available at www.fha.org/education. For questions or assistance, contact the FHA Education Department at education@FHA.org.

  • Mar. 18, 2020, 2 p.m. - 3 p.m. ET

Webinar 3: Measuring and Understanding Health Care Worker Resilience, Work Life Integration, and Burnout - Register online

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FHA Quality Support Team

Contact Us: HIIN@fha.org | Phone: 407-841-6230

  • Kim Streit, FACHE, MBA, MHS

Senior Vice President

  • Phyllis Byles, RN, BSN, MHSM, BC-NEA

Clinical Performance Improvement Advisor

  • Cheryl D. Love, RN, BSN, BS-HCA, MBA, LHRM, CPHRM

Director of Quality and Patient Safety

  • Debbie Hegarty

Manager of Surveys & Special Projects / Data Support

  • Luanne MacNeill

Quality Initiatives Coordinator