preparing members of a patient and family advisory...
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Preparing Members of a Patient and Family Advisory CouncilAllison Chrestensen, Project Coordinator at Duke University Health System
Tiffany Christensen, Performance Improvement Specialist, NC Quality Center Tanya Lord PhD, MPH, Director of Patient and Family Engagement, Foundation for Healthy Communities
Cleveland, OH
www.theberylinstitute org 3
Patient Experience Regional Roundtables 2016
Newark, DE Denver, CO
Christiana CareOctober 13
Craig HospitalOctober 20
MetroHealthSeptember 1
Become a Certified Patient Experience Professional.
Applicants should have a minimum 3 years of professional experience in a patient experience related role or completion of 30 Patient Experience Continuing Education Credits (PXEs).
Learn more at www.pxinstitute.org
Housekeeping
• All participant phone lines are muted.
• The presentation will run 45‐50 minutes with about 10‐15 min for Q&A.
• Q&A will be conducted through the Q&A function. Please submit questions to the host for a facilitated Q&A after the presentation.
• Webinar materials and session recording will be available for all attendees.
• This program is approved for 1 PXE
• Receive instructions on how to claim PXE in follow up email along with a survey
• Look for the email tomorrow afternoon
PX Continuing Education Credits
• In order to obtain patient experience continuing education credit, participants must attend the program in its entirety and return the completed evaluation.
• The planning committee members and presenters have disclosed no relevant financial interest or other relationships with commercial entities relative to the content of the educational activity.
• No off label use of products will be addressed during this educational activity.
• No products are available during this educational activity, which would indicate endorsement.
Continuing Nursing Education Disclosure
Preparing Members of a Patient and Family Advisory CouncilThe purpose of this educational activity is to enhance the knowledge base of the direct‐patient care Registered
Nurse focused on patient experience regarding the impact quality health literacy can have on the patient experience by discussing what health literacy is, who is affected, and how it is interwoven into multiple aspects of
the patient experience in an effort to increase the awareness and understanding of the impact quality health literacy can have on the patient experience as evidenced by active discussion during the activity and an intent to
influence a change in practice as reflected on the post‐activity evaluation tool.
• Approval Statement: This continuing nursing education activity was approved by the Texas Nurses Association, an accredited approver by the American Nurses Credentialing Center’s Commission on Accreditation.
• Conflict of Interest: The planning committee members and presenters have disclosed no relevant financial relationship planning or implementation of this activity.
• Notice of Requirements for Successful Completion: To receive contact hours for this continuing education activity, the participant must attend the webinar in its entirety and complete the evaluation.
• Once successful completion has been verified, a “Certificate of Successful Completion” will be awarded for one contact hour.
Why the PFAC Training?
• Consistent experience for PFAs, staff and presenters
• An established and understood system for reporting and sharing best practices
• Confident PFAs and comfortable staff• More respectful interactions• A fast track to effective conversations and useful feedback/participation
AC
What is a PFAC?A Patient and Family Advisory Council (PFAC) partners patients and families with members of the healthcare team to provide guidance on how to improve the patient and family experience (and improving quality and patient safety).
Through their unique perspectives, they give input on issues that impact care, ensuring that the next patient or family member’s journey is easier.
~Meghan West and Laurie Brown, BJC HealthcareTL
Begin at the Beginning…
What a PFAC is Not...
• A place to sort out personal grievances or complaints
• A place to focus on personal agendas
.
Manage Expectations from the Start
• PFAC: Patient and Family Advisory/Advocacy Council
• PAC: Patient Advisory Council
• FAC: Family Advisory Council
• PFA: Patient and Family Advisor
• PFE: Patient and Family Engagement
• PFCC: Patient‐ and Family‐Centered Care
Acronyms Can Alienate!
TL
Your Hospital
• Over _____ annual admissions
• Over ______ emergency visits
This is who the PFAs are representing.
Benefits to the hospital
• Direct input about patient needs– No more need to guess or make assumptions
• Strategy to promote safer care • Improve patient experience• Strengthen community relations• Shift culture to authentic Patient
Family Centered Care
Benefits to Participants
• Gain better understanding of the healthcare system
• Use personal experiences to make a difference
• Have a venue to express opinions, thoughts and desires…knowing that they will be heard
• Make a positive impact • Give back to your
community • Opportunity to learn new
skills
How do hospitals and clinics primarily receive patient/family feedback?
How is the feedback we get from PFAs and PFACs different?
TL
Why is This Information Important?Provides PFAs with:• An understanding of how the work fits into current trends in healthcare
• A clear picture of the layers of the healthcare organization as well as the complexity they are working within– Better equips them to do their “job” – Helps to avoid confusion & frustration in the future
TL
Missions and Charters…PFAC Charter guides the work and sets expectations• Co‐design WITH PFAs
– All PFAC members vs. sub‐committee
• “Living Document”
Incorporate vision for the PFAC into hospital mission statement
TC
What are the challenges patients and families
experience when providing
feedback in a healthcare
environment?AC
Training paves the road for success by identifying and working through potential barriers at the start
AC
Effective Advisor Communication
• Make observations: “I saw trash on the floor”
• Make requests: “Would it be possible to…?
• Engage in open dialogue: “Have you tried…?”
• Show empathy: “I’m sure you’ve thought about this but…”
• Show appreciation for challenges
• Make evaluations: “Your hospital is dirty”
• Argue for change: “You should…”
• Make demands• Make judgments:
“Doctors don’t care”• Wear the expert hat• Become impatient with
lack of change
AC
Effective StaffCommunication
• Listen for opportunities/remain open: “We tried that but perhaps we can approach it differently…”
• Make requests: “Would you mind taking more time/doing more research and getting back to us with recommendations…”
• Engage in open dialogue about a story: “What did you learn from that that can help us improve?”
• Show empathy andappreciation for challenges
• Make excuses and/orargue against change: “That won’t work…”
• Talk down to someone• Make judgments: “You
wouldn’t understand”• Use jargon• Become impatient with
stories or lack of background knowledge
AC
The Bottom Line of PFA Communication
Is it true?
Is it helpful?
Is it necessary?
Is it compassionate?
Group discussion:
What happens if feedback/a story is based on perception and not verifiably true?
What does “helpful” look like in this context?
Why should we consider whether a storyor feedback is “necessary”?
Why do we ask PFAs to be compassionate when giving feedback or relaying experiences?
AC
How do we measure success?
• Tracking/logging PFAC projects & activities
• Process improvement–PFA satisfaction surveys
• Impact measurement–Baseline & follow‐up metrics for PFAC projects
–Presenter surveys
AC
Upcoming PFE Webinars
“Sophisticated Approaches to Patient‐and Family Advisor (PFA) Engagement”
Tuesday, October 4th 1PM CT/2 PM ET
“Innovative Approaches to Measuring Patient and Family Engagement”
Tuesday, November 8th1PM CT/2PM ET
Thank you!!Tiffany ChristensenPFE Specialist, [email protected](919) 677-4119
Allison ChrestensenPFE Consultant, [email protected](919) 627-2180
Tanya LordDirector of PFE, NH Foundation for Healthy [email protected]
PX Continuing Education Credits
• This program is approved for 1 PXEs
• In order to obtain PXEs, participants must attend the program in its entirety and complete evaluation.
• Look for email with instructions next day
Upcoming Webinars
August 30: Empathy as a Breakthrough Approach to Culture TransformationRhonda Dishongh, Leader of Patient Experience and Patient Relations and Patient Access, Memorial Hermann Northeast Hospital; Polina Strug, MPH, Director of Patient Experience & Patient Relations, Memorial Hermann‐Texas Medical Center; Ashley Dubbelde, MHA, Director of Patient Relations and Customer Experience, Memorial Hermann Katy Hospital; Dorothy Sisneros, MS, MBA, Partner and SVP Client Services, Language of Caring®
September 8: Initiative to Promote LGBTQ Inclusion in the Patient and Family ExperienceLeanne Cimato, Manager, Family Centered Care, Children’s Hospital of Philadelphia; Linda Hawkins, Family Services Specialist,Children’s Hospital of Philadelphia; Rachel Biblow, Senior Director of Patient Family Services, Children’s Hospital of Philadelphia
September 13: Designing Environments that Heal, Part 1: HealingLorissa MacAllister PhD, AIA, LEED AP, NCARB, EDAC, President, Enviah and Susan Mazer PhD, President, Healing Healthcare Systems
September 20: Engaging Physicians in a Communication Skills Training Program* Katie Neuendorf, MD Palliative Medicine Physician and Director of the Center for Excellence in Healthcare Communication
September 27: Designing & Implementing and Effective Hospital‐Based Music ProgramWilliam Dawson, Semans/Byrd Musician in Residence, Performing Arts Coordinator, Arts & Health at Duke, Duke University Hospital
October 4: Sophisticated Approaches to Patient and Family Advisor Engagement, Part 3Allison Chrestensen, Project Coordinator at Duke University Health System, Tiffany Christensen, Performance Improvement Specialist, NC Quality Center and Tanya Lord PhD, MPH, Director of Patient and Family Engagement, Foundation for Healthy Communities
October 11: Designing Environments that Heal, Part 2: Evidence Based DesignLorissa MacAllister PhD, AIA, LEED AP, NCARB, EDAC, President, Enviah and Susan Mazer PhD, President, Healing Healthcare Systems
*Complimentary webinar. Space is limited for the webinar. If the webinar reaches capacity, registrants will have an opportunity to join a waiting list and a webinar replay will be provided. Part of the Webinar Series on Patient and Family Engagement
We invite you to join us…
We invite you to join our global community of over 45,000 members and guests passionate about improving the patient experience.
Become a member today atwww.theberylinstitute.org