Patient Engagement: Begins with Patient- and Family- Centered Care

1. Patient Engagement: Begins with Patient- and Family- Centered Care Bernard Roberson, MSM, BA, HSC Administrative Director Patient and Family Centered Care Georgia Regents Medical Center Augusta, Georgia

2. Principles of Patient- and Family- Centered Care • Dignity and Respect-To listen to and honor all patient and family ideas and choices and to use patient and family knowledge, values, beliefs and cultural backgrounds to improve care planning and delivery. • Information Sharing- To communicate and share complete and unbiased information with patients and families in useful ways and empowering so they can take part in the care giving and decision making. • Participation- To encourage and support patients and families to participate in ways that enhance their control and independence. • Collaboration- To invite patients and families members to work together with health care staff to ensure the development and evaluation our policies, programs, education and delivery of care.

3. Patient- and Family-Centered Care Philosophy and Practice

4. Respect and Dignity Attributes from patients include: • Privacy – Knock before you enter • Control – Ask my permission before touching me • Choice – Ask me when I would like to have my meals • Humor – Making me smile to take my mind off things • Matter-of-factness – Give it to me straight • I Matter – Make me feel as though I am a part of your family

5. Respect and Dignity

6. Information Sharing • Orientation at Admission • Bedside Change of Shift • Sharing of Medical Information • Discharge Planning

7. Information Sharing

8. Participation • Involving family at Bedside • Participation in Plan of Care during stay • Training Family at Bedside • Discharge Planning

9. Participation

10. Collaboration Inviting patients and families to become advisors Asking patients to partner on facility upgrades Inviting to patients and families to participate in potential employee interviews Assist with improving patient Satisfaction

11. Collaboration

12. Partner With Patients and Families… …at the Institutional Level …at the Program Level …at the Care Level

13. at the Institutional Level… Example: • Create Best Practices from Patient Perspective In Medication Error Prevention • Create Behavioral Standards for the healthcare system workforce

14. Nursing Practice focused change after Health Partners Dialogue • Open medication at the bedside • ID’s checked (armband plus patient confirmation) • Patient told name of medication and indication • If patient or family questions, double check • Review medication each time given with patient and answer questions

15. at the Program Level… Example: Multiple Sclerosis Clinic Doctors / Administrators • “Let’s cure MS” • “Get a genetics researcher” Patients • “We want independence” • “We can’t use bathrooms in the clinic” • “No one calls us back” • “We need support”

16. at the Program Level… • Use a collaborative process of staff, physicians, and patients to establish goals and priorities for Quality Improvement Example: Emergency Services Visioning Retreat

17. Vision for Emergency Care(Draft Statement) “To partner with patients and families using a multidisciplinary approach to provide compassionate world class emergency treatment in a teaching environment utilizing the best available resources.” • Caring, Warm, Safe, Welcoming Environment • Positive Relationships Even When in Difficult Situations • Clear Communication that Supports Family Involvement • Transparency Throughout the Process • Collaborate with Patients, Family and Community to promote Appropriate Use • Best Science and Humanism Important for Trainees

18. at the Care Level… PFCC In Action: Partnering with FamiliesCharles Wilbur, RN, Emergency Medicine “…it showed all of us the power of the dry erase board as a two-way communication tool and as a vehicle to engage a family member or the patient.”

19. Patient Engagement Incorporating the “Four Principles of Patient- and Family- Centered Care” into your practice, begins the process of Patient Engagement. And You will realize that it cost you nothing and saves time over time to get started!!!!