Creating a Culture of Consumer Engagement

Creating a Culture of Consumer Engagement January 25, 2011

Overview • History/Mission of the National Partnership • Defining “Patient Centered Care” • The Case for Patient-Centered Care and Consumer Engagement • Priorities in Implementation

Definitions • Institute of Medicine: • Care that is respectful of and responsive to individual patient preferences, needs and values, and ensuring that patient values guide all clinical decisions. • Planetree • An approach to the planning, delivery and evaluation of care grounded in mutually beneficial partnerships among providers, patients and families. It redefines relationships in health care.

Definitions, ctd. • Consumers & consumer orgs: • Whole person care • Coordination and communication • Patient support and empowerment • Ready access

Change the Paradigm:Debunk the Myths • Myth #1: What patients say they want is nice and important but we don’t have time – what matters is clinical outcomes. • Myth #2: Doctors/clinicians know what patients want. • Myth #3: Patients always want everything. • Myth #4: If we just build the system the right way, they will come.

Why Do It? • Magic 8 Ball: All Signs Point to Yes….. • Affordable Care Act, new models of care, new payment approaches • National Quality Strategy • Center for Medicare & Medicaid Innovation • ACOs

Business Case • Evidence this works…* • Shorter length of stay • Lower cost per case • Better patient experience, HCAHPS scores • Improved community perceptions • Workforce retention • Better communication = fewer adverse events and malpractice claims, improved patient safety *Charmel P, Frampton S; Healthcare Financial Management March 2008

Creating the Culture • Leadership - at the top, but also at every level. • Top Strategies: • Expectation for collaboration with patients and families in every job description; • Visiting hours policies – none or flexible • Change of shift at the bedside WITH patients and families • Involve patients and families in rounds • Pt/Family involvement in every step of care transition • Pt/Family/Consumers on every hospital committee, council, etc. • Patient experience surveys used to improve

Resources • Assessment tool from IFPCC and AHA: http://www.aha.org/aha/content/2002/pdf/assessment.pdf • Assessment tool from Planetree: PCC Improvement Guide: http://www.planetree.org/Patient-Centered%20Care%20Improvement%20Guide%2010.10.08.pdf • New toolkit for AHRQ/AIR expected in 2011 • Guide to Patient and Family Engagement in Health Care Quality and Safety in the Hospital • If You Build It, Will They Come? Bechtel C, Ness D. Health Affairs May 2010, 29:5.

In a phrase…. • Consumer Engagement • Nothing about me without me • If you build it, will they come? • Not for them, with them

Christine Bechtel Vice President 202-986-2600 www.nationalpartnership.org

Creating a Culture of Consumer Engagement

Creating a Culture of Consumer Engagement

Presentation Transcript

Creating a culture of consumer advocacy for our students

creating a culture of trust

Student Engagement: Creating a Culture of Academic Achievement

Creating A Culture of Wellness

CREATING A CULTURE OF ASSESSMENT

Creating a Culture of Generosity

Creating a “Culture” of Cybersecurity

Creating a Culture of Generosity

Creating a Culture of Excellence

CREATING A Culture of TEAMWORK

Creating a Culture of Assessment

Creating a Culture of Engagement: Bringing NSSE to the Classroom

Creating a Culture of Health

Creating a Culture of Respect

Creating a Culture of Assessment

Customer Service Morale = Creating a Culture of Engagement

Creating A Culture Of Safety

Creating a Culture of Excellence!

Creating a Culture of Consumer Engagement

CREATING A CULTURE OF MINDFULNESS

Creating a Culture of Engagement: Bringing NSSE to the Classroom