The Importance of Partnering With Our Patients Maureen Fagan DNP Brigham and Women’s Hospital Executive Director, Center for Patients and Families; Associate Chief Nurse OB/GYN The Ten Rules to Redesign and Improve Health Care 1. Care based on healing relationships 2. Customization based on patients needs and values 3. The patient as the source of control 4. Shared knowledge and the free flow of information 5. Evidence-based decision-making 6. Safety as a system property 7. The need for transparency 8. Anticipation of needs 9. Continuous decrease in waste 10. Cooperation among clinicians Disclosure Statement of Financial Interest I do NOT have a financial interest/arrangement or affiliation with one or more organizations that could be perceived as a real or apparent conflict of interest in the context of the subject of this presentation. Patient and Family Centered Care Patient and Family Centered Care is working WITH patient and families, rather then doing something TO or FOR them. Source: The Institute of Medicine: www.iom.edu Patient and Family-Centered Care Concepts •  People are treated with respect and dignity •  Health care providers communicate and share complete and unbiased information with patients and families in ways that are affirming and useful •  Individuals and families build on their strengths through participation in experiences that enhance control and independence •  Collaboration among patients, families and providers occurs in policy and program development and professional education as well as in the delivery of care. Elements of Collaboration •  Mutual respect for skills and knowledge •  Honest and clear communication •  Understanding and empathy •  Mutually agreed upon goals •  Shared planning and decision-making •  Open and two way sharing of information •  Accessibility and responsiveness •  Joint evaluation of progress •  Absence of labeling and blaming Source: The Institute for Patient And Family Centered Care, http://www.ipfcc.org/ 1 Why Involve Patients and Families as Advisors •  •  •  •  •  •  Bring important perspectives Teach how the system really works Inspire and energize staff Keep staff honest and grounded in reality Provide timely feedback and ideas Lessen the burden on staff to fix the problems…staff don’t have to have all the answers •  Brings connection with the community •  Offers an opportunity to “give back” Qualities and Skills of successful patient and family advisors Recruiting Patient and Family Advisors Ask staff and physicians for suggestions Contact support groups Call or send mailing to patients and families Ask patients/families during a clinical visit or hospital staff when appropriate •  Post signs/brochures on bulletin boards in waiting areas •  Place notices in BWH publications and web site •  Place invitation in transition to home packets with information on advisory roles •  •  •  •  PFCC Advisory Group Serves as: •  The ability to share personal experiences in ways that others can learn from them •  The ability to see the big picture •  Interested in more then one agenda issue •  The ability to listen and hear other points of view •  The ability to connect with people •  A sense of humor •  Forum for sharing best practices across the institution (service-specific & cross-service) •  Sounding board for initiatives which leadership deems important in order to establish balance with priorities of patients and families •  The place where new ideas are generated by patients and families to drive initiatives at all levels of the organization Thank You! Resources •  Email: [email protected] •  Institute for Patient Family Centered Care: www.ipfcc.org •  Institute of Medicine: www.iom.edu 2