Consumer Engagement Strategies

1. Consumer Engagement Strategies ME Quality Counts Webinar August 28, 2012 Jennifer Sweeney Director Consumer Engagement & Community Outreach

2. About us • National Partnership for Women & Families • National, non-profit, consumer organization with 40 years of experience working on issues important to women and families.

3. Before we engage patients… • We need to know what it is patients need and want

4. Patients/Consumers Want…. … The same things other stakeholders want: • Better care experiences • Better outcomes • Lower costs This is good news—a shared vision for health care transformation!

5. So How Do We Get There? • “Need to Shift Our Mind-Set” • All stakeholders • Dispel the Myths/Change the Culture • What patients say they want is nice and important but we don’t have time—what matters are clinical outcomes. • Patients always want everything—the latest drug, the newest test, the most expensive procedure. • Other stakeholders know what patients want. • If we just build the system the right way, they will come.

6. Collaborative Consumer Engagement As a Strategy for Improvement • Collaborative Consumer Engagement = Patient-Provider Partnership • CCE Four-Part Framework: • Point of care—shared decision-making • Governance—patient and family councils • Community—connecting with community resources • Policy—federal, state, etc.

7. What to Watch For… • System-Driven, Provider-Centric Care • Care is organized around the priorities of those who provide care and manage the system • Getting consumers to do what we want them to do • Without them • Consumer-Friendly/Patient-Focused Care • Other stakeholders still know best • Doing to and for patients, not with patients

8. Evidence • Georgia Health Sciences University (GHSU) patient-provider partnership outcomes: • Improved patient satisfaction scores. • Decreased staff vacancy rate from 8% to 0% in 3years. • Decreased malpractice expenses from $2.5 million to $1.12 million—a 60% reduction. • Decreased average length of hospital stays for neurosurgery by 50%. • Decreased medication errors by 66% over 3years, despite an increase in the number of discharges by 15%. • Dana-Farber Cancer Institute (DFCI) patient-provider partnership outcomes: • More than a decade free of fatal medication errors. • 90% reduction in ambulatory medication list errors. • Blanchfield Army Community Hospital patient-provider partnership outcomes: • Improved patient satisfaction. • Improved staff and physician job satisfaction. • Achievement of prevention and screening goals. • Emory Healthcare Patient-provider partnership outcomes: • Reduction of “near misses” and errors. • Patient experience ratings climbed to the 90th percentile. • VidantHealth Patient-provider partnership outcomes: • Improved staff and physician satisfaction increased. • Decreased nurse turnover from 15% in 2008 to 5% in 2011. • Decreased hospital acquired infections (by half in the past two years). • Decreased serious safety events (73%since 2007).

9. CCE in Action • Engage patients/families in QI and redesign efforts • Involve patient/family advisors in “walking rounds” to assess care delivery from patient perspectives. • Develop/assess patient/family information, educational materials, websites/portals, decision-support tools. • Review patient experience survey data and other patient feedback and jointly develop interventions.

10. For more information Contact: Jennifer Sweeney Director, Consumer Engagement & Community Outreachmer Engagement jsweeney@nationalpartnership.org 202-986-2600 Follow us: www.facebook.com/nationalpartnership www.twitter.com/npwf Find us: www.NationalPartnership.org