UWMC Patient and Family Advisor Forum An Information Session for - - PDF document

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Patient and Family Centered Care

UWMC Patient and Family Advisor Forum

An Information Session for Patients and Families Interested in Serving as Advisors

Patient and Family Centered Care

Overview

• What is patient and family centered

care (PFCC), and why?

• Core concepts of PFCC at UWMC
• Patient and Family Advisors and

advisory councils

• What is your story?
• Next steps

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Patient and Family Centered Care

Public Perceptions of Health Care

• The system is a nightmare to

navigate.

• Caregivers don’t provide enough

information.

• Patients are not involved in

decisions about their health care.

• Hospital caregivers are not

emotionally supportive.

Source: American Hospital Association and the Picker Institute, 1996.

Patient and Family Centered Care

A New Health System for the 21st Century

• Health care should be based on

continuous healing relationships.

• Care should be individualized.
• It is important for patients to be involved in

their own care decisions.

• Patients and families should have improved

access to information.

• Patients and families should be respected as

partners in the healing/health care process.

Source: Institute of Medicine – Crossing the Quality Chasm: A New Health System for the 21st Century, 2001.

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Patient and Family Centered Care

Core Concepts of Patient and Family Centered Care (PFCC)

PFCC is about improving the experience of being a patient,

• r being the

family member

• f a patient.

Patient and Family Centered Care

Mission

University of Washington Medical Center improves health by providing exceptional patient and family centered care in an environment of education and innovation.

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Patient and Family Centered Care

Patients and Families Bring Strengths

KEEP: A collaborative program developed with patients who have experienced dialysis and transplants, to assist other patients in learning ways to delay dialysis and cope with treatment

Patient and Family Centered Care

Information Sharing

Information is widely available at the hospital so that patients can make wiser health care decisions, and so that they know what is going on around them.

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Patient and Family Centered Care

Partnership

NICU parents on rounds NICU parents partnering with clinicians to create a more family-centered practice

Patient and Family Centered Care

Choices

• 1. Patient/Family Contacts Are Encouraged

UWMC believes that families and their support systems have a significant impact on a patient’s response to health and illness. Patient/family contacts are encouraged and promoted as frequently as possible. Our goal is to meet the needs of

• ur patients and this includes

supporting them in deciding when the presence of family and friends is most needed.

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Patient and Family Centered Care

How Do We Know What PFCC Is?

• Patients and families teach

us! Our Advisors tell us:

• What it is like to receive

care here

• How the experience can be

made better

Patient and Family Centered Care

Advisors Serve in a Variety of Ways

• One-time consultations
• Feedback groups
• Advisors as faculty
• Forms review
• Membership on operations and

clinical committees

• Advisory councils

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Patient and Family Centered Care

One-Time Consultations

• Feedback groups
• Facility design
• Teaching clinicians

about what is important in the care experience

• OB/GYN and NICU

Resident Orientation

• Developing educational

materials and patient- completed forms

Patient and Family Centered Care

Advisors Review and Edit Forms and Educational Materials

• One-time training

for Advisors

• Review and

feedback completed at home

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Patient and Family Centered Care

Membership on UWMC Operations and Clinical Committees

• Patient and Family

Centered Care Steering

• Patient and Family

Education

• Patient Safety
• Aesthetics and

ADA

• Falls Prevention
• Grievance
• Professional

Practice Councils

• Resource Center
• Spiritual Practices
• Ethics

Patient and Family Centered Care

Advisory Councils

• Work with staff to

improve patient and family satisfaction with their care at UWMC

• One-year term minimum
• Meet monthly for 2 hours
• 8 to 15 patients/family members plus 4 to

6 staff members

• What they are NOT: Support groups

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Patient and Family Centered Care

Expanding Advisory Council Network

• Pregnancy & Childbirth

Council

• Rehab Services Council
• Inpatient Oncology

Council

• Neonatal Intensive Care

Unit (NICU) Council

• ICU Council
• Outpatient Council
• Transplant Services

Council

Patient and Family Centered Care

Our Councils at Work

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Patient and Family Centered Care

Characteristics of Patient and Family Advisors

• Can share insights and information about

their experience in ways that help others learn

• See beyond their own personal experiences
• Show concern for more than one issue or

agenda

• Listen well and respect the perspectives of
• thers
• Speak comfortably in a group with candor
• Interact well and partner with many different

kinds of people

Patient and Family Centered Care

Telling Your Story – Principles

• Avoid creating

defensiveness:

• Describe behaviors

without judgments

• Share the impact without

attributing motive/intent

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Patient and Family Centered Care

What to Include in Your Story

• Plan how to tell your story –

make notes

• Focus on what is most

important about your story – key points you want to get across:

• Share pictures, if helpful
• Some find it helpful to describe a specific small

action, behavior, or step that made a big difference for you/your family

• Be clear on what do you NOT want to talk about
• Effective use of negative stories:
• What didn’t work so well
• What you’d like to see happen “next time”

Patient and Family Centered Care

Preparing to Tell Your Story

• Edit your notes – look for descriptions

versus judgments, impact versus intent principles at work

• Casually rehearse for content and timing

– keep to the time limit you are given

• Focus on the part of your story that adds

a new feature or idea to the discussion and not a repetition of what was already shared

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Patient and Family Centered Care

What Is YOUR Story?

• Imagine that you are on a panel of

patients and family members who will be talking about their care experience

• Think about a story – either “negative”
• r positive – to share
• You may have up to 3 minutes to tell a

story

Patient and Family Centered Care

Impact of Your Stories

• Your perspectives and experiences

provide the rich data that our health care teams need to continuously improve our services

• Your participation allows for

additional questioning and clarification to help us work together for problem solving

• Your stories help change the culture of UWMC in

a positive way

• Continuous improvement is a journey, not a

destination – your stories make the journey worthwhile

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Patient and Family Centered Care

Steps to Serve as a Patient/Family Advisor

• 1. Attend Information Session on advisor
• pportunities at UWMC (today)
• 2. Complete application for Patient and

Family Advisors

• 3. Receive recruitment call about specific
• pportunities
• 4. Register as Volunteer Advisor through

Volunteer Services and take training

Patient and Family Centered Care

To Learn More

To learn more about being an Advisor at UWMC, please contact:

Patient and Family Centered Care Hollis Guill Ryan pfcc@u.washington.edu 206-598-2697