University Hospitals Patient and Family Advisory Council Alba - - PowerPoint PPT Presentation

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university hospitals patient and family advisory council
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University Hospitals Patient and Family Advisory Council Alba - - PowerPoint PPT Presentation

Jan 17, 2023 276 likes •405 views

University Hospitals Patient and Family Advisory Council Alba Montana, Blaine Rogalski, Isaac Kidd, Matthew Perry, Rachit Sachdeva Problem Statement University Hospitals (UH) see value in Patient and Family Engagement (PFE), however UH is

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University Hospitals Patient and Family Advisory Council

Alba Montana, Blaine Rogalski, Isaac Kidd, Matthew Perry, Rachit Sachdeva

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Problem Statement

“

University Hospitals (UH) see value in Patient and Family Engagement (PFE), however UH is not yet structured to realize the full potential of partnering with patients and families and integrate their input into patient experience projects and operation.

”

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Hypothesis

A new integrated system of engagement will enable UH Patient and Family Advisory Councils to become the center of PFE suggestions to UH projects.

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Idea

UH Patient and Family engagement protocol

System of Engagement Governance Implementation University Hospitals

UH Patient and Family Engagement

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Patient and Family System of Engagement

  • Multiple sources with one centralized repository.

– POC Surveying. – My UHCare.

Diversity of Feedback

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UH Project Development System

  • UH projects protocol to gather patient feedback.

– Employee Portal. – Word of mouth.

Employees connect with PFACs

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Governance

  • Transform PFACs into a filter.
  • Create a centralized steering committee.

– PFE Index: a metric to drive engagement.

System to facilitate decisions

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Implementation

  • Diagnose issues at a systemic level, resolve problems at an

individual customer level.

  • Make informed, patient-driven decisions that improve the
  • rganization operations.

Catalyst for transformation

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Implementation

  • Identify patterns and be notified of issues in real-time.
  • Dig into comments to understand drivers of satisfaction,

recommendation, and loyalty.

Pareto Analysis - Negative Comments

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% 10 20 30 40 50 60 70 80 Room Visitors & Family Discharge Overall Assessment Tests & Treatment Nurses Meals Admissions Physician Personal Issues

total: 305 Category Frequency/ Quantity Cumulative % Room 75 25% Visitors & Family 47 40% Discharge 37 52% Overall Assessment 28 61% Tests & Treatment 24 69% Nurses 22 76% Meals 21 83% Admissions 20 90% Physician 16 95% Personal Issues 15 100%

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Significance

TO UH Building collaborative relationships with patients for partnerships that contribute to human-centered innovation and enhance patient experience. TO PATIENT Amplifying patients’ voice through development of

  • ngoing relationships of trust that empowers

patients to contribute to their care.

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Thank you