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Patient Engagement: Begins with Patient- and Family- Centered Care
Bernard Roberson, MSM, BA, HSCAdministrative Director Patient and Family Centered Care
Georgia Regents Medical CenterAugusta, Georgia
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Principles of Patient- and Family- Centered Care
Dignity and Respect- To listen to and honor all patient and family ideas and choices and to use patient and family knowledge, values, beliefs and cultural backgrounds to improve care planning and delivery.
Information Sharing- To communicate and share complete and unbiased information with patients and families in useful ways and empowering so they can take part in the care giving and decision making.
Participation- To encourage and support patients and families to participate in ways that enhance their control and independence.
Collaboration- To invite patients and families members to work together with health care staff to ensure the development and evaluation our policies, programs, education and delivery of care.
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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
Patient- and Family-Centered Care Philosophy and Practice
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Respect and Dignity
Attributes from patients include: Privacy – Knock before you enter Control – Ask my permission before touching meChoice – Ask me when I would like to have my
mealsHumor – Making me smile to take my mind off
thingsMatter-of-factness – Give it to me straight I Matter – Make me feel as though I am a part of
your family
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Respect and Dignity
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Information Sharing
Orientation at Admission Bedside Change of Shift Sharing of Medical Information Discharge Planning
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Information Sharing
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Participation
Involving family at Bedside Participation in Plan of Care during stay Training Family at Bedside Discharge Planning
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Participation
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Collaboration Inviting patients and families to become
advisors Asking patients to partner on facility upgrades Inviting to patients and families to participate in
potential employee interviews Assist with improving patient Satisfaction
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Collaboration
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Partner With Patients and Families…
…at the Institutional Level
…at the Program Level
…at the Care Level
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at the Institutional Level…
Example: Create Best Practices from Patient Perspective
In Medication Error Prevention Create Behavioral Standards for the healthcare
system workforce
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Nursing Practice focused change after Health Partners Dialogue
Open medication at the bedside
ID’s checked (armband plus patient confirmation)
Patient told name of medication and indication
If patient or family questions, double check
Review medication each time given with patient and answer questions
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at the Program Level…Example:
Multiple Sclerosis Clinic
Doctors / Administrators “Let’s cure MS” “Get a genetics researcher”
Patients “We want independence” “We can’t use bathrooms in the clinic” “No one calls us back” “We need support”
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at the Program Level… Use a collaborative process of staff, physicians,
and patients to establish goals and priorities for Quality Improvement
Example:Emergency Services Visioning Retreat
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Vision for Emergency Care(Draft Statement)
Caring, Warm, Safe, Welcoming Environment Positive Relationships Even When in Difficult Situations Clear Communication that Supports Family Involvement Transparency Throughout the Process Collaborate with Patients, Family and Community to promote
Appropriate Use Best Science and Humanism Important for Trainees
“To partner with patients and families using a multidisciplinary approach to provide compassionate world class emergency treatment in a teaching environment utilizing the best available resources.”
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PFCC In Action: Partnering with FamiliesCharles Wilbur, RN, Emergency Medicine
“…it showed all of us the power of the dry erase board as a two-way communication tool and as a vehicle to
engage a family member or the patient.”
at the Care Level…
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Patient Engagement
Incorporating the “Four Principles of Patient- and Family- Centered Care” into your practice, begins
the process of Patient Engagement.
And
You will realize that it cost you nothing and saves time over time to get started!!!!