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PATIENT AND FAMILY ENGAGEMENT APRIL 2013

PATIENT AND FAMILY ENGAGEMENT APRIL 2013. Vision Empower Others. Create Healthy. Mission Remarkable Always!. Values Others First Compassion Innovation Accountability Stewardship. Strategic Always Goal Deliver a Remarkable experience that exceeds expectations Target

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PATIENT AND FAMILY ENGAGEMENT APRIL 2013

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  1. PATIENT AND FAMILY ENGAGEMENT APRIL 2013

  2. Vision Empower Others. Create Healthy. Mission Remarkable Always!

  3. Values Others First Compassion Innovation Accountability Stewardship

  4. Strategic Always Goal Deliver a Remarkable experience that exceeds expectations Target 95th %tile on each HCAHPS question

  5. Action Plan Examples • RESTORE Patient and Family Engagement • Multiple Feedback Mechanisms • Patient and Family Advisory Council

  6. Restore Introduction • Total Joint Replacement Program • Patient-centered • Evidence-based • Comprehensive • Dynamic and Collaborative

  7. Restore • Wellness Focused • Pre-operative Training for Patients & Coaches • Coaches Involved During Stay and at Home • Group Therapy Sessions • Graduation Celebrations • Reunion Luncheons

  8. Coach’s Role • Each patient Identifies a Coach • Attend preoperative training with Patient • Attend the discharge class • Nurses serve as a coach for patients without family • Attend therapy with the patients and practice with them • Educated throughout the patient's hospitalization via a Coaching Checklist • Provide Comfort and motivation

  9. “Your Restore Unit is awesome as is the personnel who man it. My whole experience with Hill Country Memorial has been wonderful from registration to home health care. I didn't have to be concerned about anything relating to my care in hospital and afterwards. Thanks for filling your hospital with such wonderful, caring staff.”

  10. “My experience at the Restore program was amazing. The staff was great - from the time I went to class before my surgery, until my discharge everyone was super. And what a nice touch to send homemade chicken soup with us as we were discharged. What a remarkable experience.”

  11. Online Ratings And Reviews

  12. Online Ratings and Reviews • Modeled after Amazon and TripAdvisor • 5 star rating system with comments • First Hospital in the Country • Transparency of Comments • Engages Current, Previous, and Future Customers and Their Families

  13. Online Ratings and Reviews • Cards Displayed • Cards Included in Discharge Packets • Email to Patients

  14. Respond to Every Comment

  15. Patient and Family Advisory Council

  16. PFAC Purpose To enable current and former patients to offer their input and perspectives on initiatives and to work on improvement projects that are personally meaningful

  17. PFAC • Each member completed an application • Participation in the community, • What he or she could bring to HCM, and • Identified 3 opportunities for improvement • Established selection criteria • 12 former patients and family members

  18. PFAC • The team assessed the top comments from the applicants, and scored each using an initiative prioritization tool. • First Three Initiatives:. • Better wayfinding on the 1st floor • Waiting rooms for improvements • Nighttime processes around awakening patients

  19. PFAC • Report to the Board Quality Committee

  20. Patient and Family Engagement • Board Quality Committee • Values Redesign • Improvement Teams • Patient Safety Committee

  21. Patient and Family Engagement • It’s the right thing to do • It’s a journey • Positively impacts reimbursement through Value Based Purchasing

  22. Patient and Family Engagement • > 90th percentile on all HCAHPS categories • 2013 VPB – HCAHPS score of 95% plus 20 consistency points • Estimated 2014 VBP – HCAHPS score of 97% plus 20 consistency points

  23. Questions?

  24. Contact Information Debbye Wallace-Dooley Chief Strategy Officer ddooley@hillcountrymemorial.org Marilyn Sweeten Restore Director msweeten@hillcountrymemorial.org Mark Peterson Patient Experience Director mpeterson@hillcountrymemorial.org

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