Patients and Families, like a power strip, are only useful if

plugged in….

• Introductions-meeting times/locations/bring something for notes

• Facts about the Medical Center• Hospital Family Advisory Council: Who Are We?• Patient- and Family-Centered Care• Hospital Leadership• Pillars, Credo, Patient Promise• Volunteer Process• Boundaries and Meeting guidelines• Success as a Council member and advisor• Telling Your Story• Next Steps and Questions

Overview

Meeting logistics schedule/location/information form

• Meeting location• Meeting Schedule• Agendas and minutes –sent one week prior to meeting, agenda

suggestions may be made at any time to Janice Savage, Terrell Smith or at the end of the meeting.

• Website and user code: https://www.vanderbilthealth.com/centeredcare/members only section code: PFAC16 and PFAC17(case sensitive)

• Member Information Form• Confidentially agreement (HIPAA)• Meeting guidelines • Things you need to know- restrooms, doors that lock

Vanderbilt Hospital Advisory CouncilDATES, TIMES & LOCATION OF MEETING

Meetings are held on the first Tuesday of every month in the Cigarran Conference Room in Medical Center East 6:00 p.m. to 8:00 p.m.

2017 Schedule

• January 3• February 7• March 7• April 4• May 2• June 6

• July 4 (Holiday – no meeting)• August 1

• September 5• October 3

• November 7• December – No meeting due to holidays

Meeting guidelinesDefinition: These guidelines will assist team members in developing and managing their work together, dividing their responsibilities and agreeing on how they will interact with each other. All members are encouraged to participate in the team process.Purpose: To ensure productive meetings and the most effective use of time.

• We believe it is important to start and end on time (latecomers will need to review the minutes or check with someone after the meeting to learn about anything missed.)

• We believe meetings should stay within designated time, and, if necessary, items should be deferred to future meetings in order to stay on time.

• We believe everyone should participate. Leave your “title” at the door.• We believe active listening is important and everyone should be allowed equal “airtime”.• We believe it is important to stay on topic and not participate in sidebar conversations.• We believe it is important to speak for yourself and use “I” messages.• We should suggest agenda items in advance.• We will be respectful of others.• We will focus on problem-solving and seek win-win situations.• We will keep an open mind.• We will ask questions (without fear)!• We believe that different opinions are welcome; when necessary, we should agree to disagree.• We request that all pagers and cell phones be turned to silent or vibrate.• We will record notes, actions items, and conclusions.

Information FormName

Email Address

Home Address

Phone Home:Cell:Work:

It is OK ____ Not OK ____ to share my information with other Council members

The information below will be posted as your profile on the Council website

What should we know about you?

(professional background, etc)

Why I am involved with the Advisory Council or brief

personal story for profile on Council

website

Please print, complete and return

to Janice Savage

A few of our members of the Patient and Family Advisory Council

Judy BeisswengerPam Bryan

Joel BuckbergHarold DavisSuzanne EzellLynn Ferguson

Rachelle FranklinScott Gale

Mark GlessnerLarry GoldbergTracy HarperPam JamesAlex Kelso

Hannah LeeChris Lind

Don McSurleyHolly Miles

Elizabeth MonsonJason Morgan

TayRanette Williams

Members of the Council

Council Charter

Our ObjectivesThe Patient and Family Advisory Council will: • Work together with the health care team of Vanderbilt University Hospital and Clinics (“VUH”) to promote principles of Patient-

and family-centered care;• Collaborate with VUH leadership to improve the quality of care provided to patients and their families in all inpatient and

outpatient settings;• Improve patient and family satisfaction;• Offer suggestions to VUH leadership in planning and evaluating services, programs, policies, teaching materials, and education

to healthcare providers;• Promote a positive relationship among VUH, its families, and the regional community and thereby serve as a vital link between

the hospital and the community. • Contribute to the education of present and future healthcare providers at VUH.• Serve on key committees related to patient care such as (but not limited to) Patient safety and Patient satisfaction.Our CommitmentThe Patient and Family Advisory Council is comprised of Patients and family members who have:• Experience with VUH, in either inpatient or outpatient settings within the last two years;• Time available to contribute to the group, either by attending monthly meetings and/or by providing input on projects in some

capacity; • A commitment to quality health care at VUH;• The ability to support the patient and family-centered care values of VUH;• A desire to be part of a decision-making process; and a commitment to support the Council’s recommendations;• Respect for confidentiality and do not discuss any information deemed personal or confidential outside of the Council setting.

Council Charter (continued)

The Chair of the Patient and Family Advisory Council is responsible for:• Serving as spokesperson for the Council;• Representing the Council on designated VUH committees;• Maintaining close communication with the VUH Director of Patient and Family-Centered Care;• Assisting with the recruitment of new members;• Creating an environment of open communication with all members during and outside of meetings;• Preparing for and facilitating Council meetings, which includes compiling the agenda and the previous meeting’s minutes;• Providing all members with timely, appropriate information.Membership:• The Council is comprised of approximately fifteen- twenty patients and family members who have received care at VUH.

The Council welcomes all families and strives to include people with diverse backgrounds in the hopes that we will fully represent the large variety of healthcare issues, diagnoses, and cultures of the VUH patients.

• The goal for annual membership will include 25% new membership.• Included in the Council is the Chair, whom the Council has selected. • In addition to family members, VUH health care providers from diverse areas of the hospital make up the remainder of the

Council, including but not limited to: the Executive Chief Nursing Officer, the CEO of the Vanderbilt Clinics, and the ChiefExperience Officer and a standing membership for a member of the Medical Board who has received care or had a family member receive care at VUH.

TermSelection of the Chair position will take place in September. The Chair is a three year commitment with one year as chair-elect, one year as chair, and one year as past chair.

Membership terms will be a two year term with the option of renewing membership after each term.

Scope of WorkThe Council provides patient and family perspectives in the development and implementation of programs, policies and practice standards. The VUH Patient and Family Advisory Council has the authority given it by the Administration of Vanderbilt University Hospital and Clinics. It cannot enter into agreements or bind Vanderbilt University Hospital and Clinics in any other fashion. Events organized by the VUH Patient and Family Advisory Council and statements issued by the VUH Patient and Family Advisory Council on behalf of Vanderbilt University Hospital and Clinics are done so with prior approval of VanderbiltUniversity Hospital.

New Memberships/RecruitmentNominations for members are received from current Council members, VUH faculty and staff, or any family member may make self-referrals. The Chair and a VUH representative will meet the prospective member. At least one VUH staff member who knows the nominee will be consulted. Membership recruitment will be an ongoing process to bring in new perspectives and expertise to the Council.

Meetings The Council will meet once a month (time and location TBD). Meetings are open to anyone who wishes to observe and may be done via conference call with members who are unable to attend in person. One week prior to the meeting the draft agenda will be sent to members. Dinner is provided and parking is free. The Council realizes that VUH serves a broad geographical area and given that its members may have medical needs, not all members may be able to attend meetings. Therefore, special considerations are made for members that can best serve the Council by contributing via email, telephone, alternative meetings, or by other means of communication.

Agenda and Meeting MinutesThe Chair and Director of Patient-and Family-Centered Care will compile the agenda. Any member who has an item for the agenda is encouraged to submit their idea before the meeting. The agenda will be sent out one week in advance of the upcoming meeting along with the minutes from the previous meeting. Minutes are kept at each meeting by a designated staff, reviewed by the Chair, and are distributed to all members by a VUH staff liaison.

Vanderbilt University Hospital’s Commitment to the CouncilVUH is dedicated to working with the Council in keeping with the hospital’s commitment to patient-and family-centered care. VUH will:• Collaborate with the Council in policy-making and in the planning and evaluating of programs and services;• Receive and respond to recommendations from the Council;• Offer new member orientation to VUH’s structure and decision-making process;• Provide meeting space, refreshments, and childcare (with advanced notice);• Provide staff support for preparation and distribution of meeting minutes, agendas and any other Council

communication; and• Offer financial support for Council activities as appropriate.

Our Involvement:Providing the Patient and Family

Perspective

• Patient Centered Outcomes Research Steering Committee• Hospital committee participation such as Patient & Family

Engagement Steering, Executive Diversity Committee, Strategic Initiative Work Groups, Nursing Quality Council, MHAV, Nursing Awards Selection, Patient Education Steering, Food Committee

• Task Force participation on, Peds to Adult Transition, Ebola, HCAHPS (patient satisfaction improvement efforts)

• Participate in hospital orientation for all new staff

Council Goals

for 2016

Patient- and Family-Centered CareOverview

“An approach to the planning, delivery, andevaluation of health care that is grounded inmutually beneficial partnerships among healthcare providers, patients, and families.”

*Partnering with Patients & families to Design a Patient- and Family-Centered Health Care System: A Roadmap for the Future. A Work in Progress

*Institute for Patient- and Family- Centered Care Website www.familycenteredcare.org/tools/downloads.html

Patient- and Family-Centered CareKey Principles

1. Dignity & Respect2. Meaningful Information Sharing3. Participation4. Collaboration

*Partnering with Patients & families to Design a Patient- and Family-Centered Health Care System: A Roadmap for the Future. A Work in Progress *Institute for Patient- and Family- Centered Care Website www.familycenteredcare.org/tools/downloads.html

The Institute of Medicine’s 2001 report, Crossing the Quality Chasm: A New Health System for the 21st CenturyThe Institute for Patient- and Family-Centered CareAmerican Hospital AssociationThe Joint Commission ResourcesThe Advisory Board Company

Council Leadership

Jason Morgan, Chair

Joel Buckberg, Chair-elect

Pam James, Past chair

Vanderbilt Leadership

Vanderbilt Pillars

Vanderbilt Credo

We make those we serve our highest priority. We expect everyone at Vanderbilt to keep these promises to you and your family.

WE WILL:

• Include you as the most important member of your healthcare team

• Personalize your care with a focus on your values and needs• Work with you to coordinate your care• Respect your right to privacy• Communicate clearly and regularly• Serve you and your family with kindness and respect

We welcome your feedback If you have comments or concerns about your care, please contact our Office of Patient Relations

at patient.relations@vanderbilt.edu or 615-322-6154.

Patient Promise

Volunteer Process and Support

Andy Peterson, Director, Volunteer Services

•Andrew.peterson@vanderbilt.edu•Volunteer Application•Name Badge•Sign In Information•HIPAA and Confidentiality•Recognition and Educational Events

Page 1 of 3

Page 2 of 3

Page 3 of 3Please print this page, sign and

return to Janice Savage

Behind the Scenes“Handle confidential information in a non-judgmental

way.”

• Performance Improvement• Politics• Business Plan

Boundaries and Relationships

YOU (patient/family)Hospital

Community

Providers Families

Children

FAC members

Who Makes a good council member/ Advisor?

• Strike a communication balance: speaking and listening

• Honesty• Tolerance for other viewpoints• Using personal experience to impact change• Advocating for the global patient

Successful Advisor FactorsCharacteristics

• Well established on journey• Time and energy to give• Experience with a variety of resources and specialties• Effective communication skills including a balance of speaking and listening• Tolerance for other viewpoints• Advocating for the global patient• Sense of humor• Honesty• Confidence• Team player

Meeting commitment and participationExpectations

• NOT a patient support group• Patient/family member who is NOT overwhelmed

*Adapted from “Parent Partner Guide” Center for Medical Home Improvement, pages 6-10

Testimony

“We have observed that in a growing number of instances where truly stunning levels of improvement have been achieved, organizations have asked patients & families to be directly involved in the process. And those organizations’ leaders often cite this change—putting patients in a position of real power and influence, using their wisdom & experience to redesign and improve care systems—as being the single most powerful transformational change in their history.”*Institute for Healthcare Improvement, Seven Leadership Leverage Points, 2008, page 17.

How well do you listen?How Good Are Our Listening Skills?The following test can help determine your active listening quotient. Give yourself four points if the answer to the following question is Always; three points for Usually; two points for Rarely; and one point for Never.

Do I allow the speaker to finish without interrupting? _________.Do I listen "between the lines" for the subtext? _________Do I repeat what the person just said to clarify the meaning? _________Do I avoid getting hostile or agitated when I disagree with the speaker? _________.Do I tune out distractions when listening? _________Do I make an effort to seem interested in what the other person is saying? _________.

Scoring: If you scored 22 points or higher, you are an excellent listener. If you scored between 18 and 21, you are better than average. At 14 to 17 points, you have room for improvement. And if you scored below 13, you need to immediately get someone to help you practice the following skills for Active Listening.

Bonus points: What is the eye color of the speaker?

*Adapted from the Power of Active Listening, May 2012

Telling Your Story• Why we tell stories

• Impact change• Bring about understanding• Educate medical staff and others• Illustrate the need for partnership

• Tone of voice and body language• Communicating charged emotions• Emotional toll• Using concrete examples to make a point• Turning negative into positive • Lasting impressions

Sharing your story to impact changeTips:•Have a beginning, middle, and end•Be concise, focused, and relevant to the topic•Be connected to the audience hearing the story•Convey emotion information in a measured way•Be conducive to resolution and partnership•Avoid using names, even if you are describing a positive experience

Story Telling Outline

1. Introduction2. This is what happened3. This is how I felt4. This is how the experience could have been

better5. “Just one thing” I want health care workers

to know is….

Thank You

We believe that patients and families areessential to effecting transformational changein health care and enhancing safety andquality….now the real work begins!

Contact InformationTerrell Smith, MSN, RNDirector, Patient and Family EngagementS-2409 Medical Center North (2593)Nashville, TN 37232-2593615-343-5660 (office)Terrell.smith@vanderbilt.edu

Janice Savage, Administrative Assistant615-343-5660 (office)Janice.savage@vanderbilt.edu

Jason Morgan, Chair202-716-7167Jason@mjmorganconsulting.com

Council Members - Involvement

Peds to Adult Transition Taskforce – Hannah Lee

Executive Diversity Committee – Harold Davis

Bereavement Committee - Judy Beisswenger

Food Committee – Pam James

My Health at Vanderbilt – Holly Miles

Patient Education Steering Committee - Hannah Lee

Patient & Family Engagement Steering Committee – Jason Morgan

PCORI Research Grant Committee - Jason Morgan

VUMC Strategic Directions – Alex Kelso

a copy of the Patient handbookand

walk to conference room if needed