Patient Advisor's Voice in Engagement

1. The Patient Advisor’s Voice in Patient and Family Engagement Essential Hospitals Engagement Network December 3, 2013

2. Our new Name We’ve rebranded! The National Association of Public Hospitals and Health Systems is now America’s Essential Hospitals. Although we’ve changed our name, our mission is the same: to champion hospitals and health systems that provide the highest quality of service to all by achieving the best health outcomes for every patient, especially those in greatest need. The new name underscores our members’ continuing public commitment and the essential nature of our work to care for the most vulnerable and provide vital community services, such as trauma care and disaster response. This is an exciting time for us and our members, as we lean forward into new care models, opportunities and challenges of reform, and quality and safety innovations that often take root in our member systems. Our new website address: www.EssentialHospitals.org

3. Chat feature The chat tool is available to ask questions or comment at any time during this event.

4. Raise Your Hand To raise your hand, you must be in the “Participants” pane. Your line will be un-muted to ask your question. Once your question has been answered, please un-raise your hand.

5. Speaker information Sharon Cross, LISW Patient/FamilyExperience Advisor Program ManagerOSU Wexner Medical Center Patient Experience Department John Young, RN, MBA Improvement Coach Essential Hospitals Engagement Network Cortney Forward Patient Family Experience Advisor OSU Wexner Medical Center

6. Acknowledgements • Lisa’s husband died in 2010 from medical errors which occurred during a 1991 surgery • Lisa is committed to applying what she has learned from her life’s experience to improve patient safety • Her goals include preventing breakdowns in handoffs/communication and educating patients on actions they can take to protect themselves from medical errors Lisa Freeman Patient Advocate Treasurer, Connecticut Center for Patient Safety Principal, Patient Advocacy of Connecticut Patient Advisory Board member, Brigham and Women’s Hospital

7. Agenda • What is the EHEN and what topics are coming in 2014? • Which change strategies have been effectivein growing a patient advisor program?- Sharon Cross, LISW and Cortney Forward, PFEA • What are four tools that can jumpstart your PFE efforts? • Q & A • Wrap-up and announcements

8. Partnership for patients

9. EHEN PFE Results (as of july2013) The Partnership for Patients encourages the adoption of five PFE best practices. • Planning checklist: Prior to every scheduled admission, hospital staff provides and discusses with the patient and family a planning checklist similar to CMS’ Discharge Planning Checklist. The staff elicits questions or comments from the patient or family. • Shift change huddles/bedside reporting: When feasible, hospital conducts shift change huddles and bedside reporting in front of patients and family members. • Leader assigned: Hospital has a person or functional area, which may also operate within other roles in the hospital, that is dedicated to and proactively responsible for PFE and systematically evaluates PFE activities (e.g., open chart policy, PFE trainings, establishment and dissemination of PFE goals). • Committee/representative on QI team: Hospital has an active PFE Committee, or at least one former patient that serves on a patient safety or quality improvement committee or team. • PFE representative on board: Hospital has at least one patient who serves on a governing and/or leadership board and serves as a patient representative.

11. How You Begin Be Bold Be Clear Be Brave

12. Models for partnership

13. Patient advisor Impact – Cambridge Health Alliance • Helped set the agenda for improvement • Lead the team (co-chair) • Refill process, access, new patient orientation, better care transitions, patient-centered care coordination process • Give depth to the patient experience and improvement processes • Redesign of Walking In the Patient’s Footsteps to formally assess effectiveness of patient-centered interactions • Break impasses and catalyze a move forward • Shared care plans for mental health • Adoption of patient portals, social media • Be an active partner/leader in creating the change • Revised pediatric patient instructions to be readable to patients • Redesigned waiting rooms, mental health referrals • Educational events for patients, online resources for parents

14. Patient/Family Experience Advisors December 3, 2013 Sharon Cross, LISW Cortney Forward, PFEA

15. Agenda

16. Ohio State University Wexner Medical Center Located in Columbus Ohio State Tree – Buckeye Tree Football – OSU Buckeyes

17. Ohio State University Wexner Medical Center • Academic medical center with 18,000 employees • Top 40 College of Medicine • Six hospitals – heart, cancer, community hospital, rehab, behavioral health, medical/surgical • 1,240 Beds • 4,482 Births • 56,592 Inpatient Admissions • 118,280 Emergency Department Visits • 38,627 Surgeries • 1,096,992 outpatient visits • 87% of 2011-2012 “Best Doctors in America” are Ohio State Faculty

18. Advisors • Current/previous patients or family members who have received services at Ohio State locations • Collaborate with Volunteer Services for screening • Application • Interview & reference check • Background check & fingerprinting • Orientation including HIPAA • All Advisors are required to complete this process

19. Advisor Program - Expansion

20. Advisor Program - Timeline

21. Leadership Role • Hospital leadership recognizes that the work adds value (ROI) • There is a commitment to improving health care outcomes through meaningful partnerships with patients and families (THE ENGINE) • PFE is a priority for leaders, staff, physicians, and most important, patients and families (EXPECTATIONS) • A system and method to guide PFE planning, implementation, and evaluation can be established for the organization (STRUCTURE & PROCESS) • Centralization of oversight or guidance with PFE initiatives streamlines education, performance tracking, collection of best practices, and evaluation of outcomes (LEARNING AND SUSTAINING) Sue Collier, MSN, RN, FABC - North Carolina Quality Center andNoCVA HEN 10/21/2013 CMS PfP – Designated PFE Role Presentation

22. Advisory Councils Structure

23. Life Cycle -Advisor Participation

24. Recruitment, Selection, Training

25. Sample of Advisor Participation

26. Advisor Program Growth

27. Advisor Experience

28. Advisor Comments – Fear of Involvement • Volunteer interest – limited time commitment • Personal growth – emotionally, physically, academically • “The Advisor Program has given me a voice”

29. Contact Information Sharon Cross, LISW Patient/Family Experience Advisor Program Manager Ohio State University Wexner Medical Center sharon.cross@osumc.edu 614-293-0526 ~ Cortney Forward, PFEA cortney.forward@osumc.edu

30. Additional resources • Partnering with patients and families in multiple settings and on various schedules across the enterprise • Striking a balance between sharing information effectively and respecting confidentiality • http://www.ipfcc.org/tools/downloads.html • See link in chat box

31. Additional resources • Bedside shift report - http://www.ahrq.gov/professionals/systems/hospital/engagingfamilies/patfamilyengageguide/strategy3/index.html • Discharge planning tool - http://www.ahrq.gov/professionals/systems/hospital/engagingfamilies/patfamilyengageguide/strategy4/index.html • See links in chat box

32. Q & A

33. Thank you for attending • 2014 Webinar Schedule… announcement coming soon! • Evaluation: When you close out of WebEx following the webinar a blue evaluation will open in your browser. Please take a moment to complete. We greatly appreciate your feedback! • Essential Hospitals Engagement Network website: http://tc.nphhi.org/Collaborate