Professional Documents
Culture Documents
PQCNC
Jim Conway Adjunct Faculty Harvard School of Public Health JCONWAY@HSPH.HARVARD.EDU
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Outline
Prologue: Definitions and Profound Learning Dana-Farber Cancer Institute Journey
Burden, Responsibility, Power
Moving Forward
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Prologue
Definitions: Patient & Family Centered Care Profound Learning: Childrens Hospital, Boston
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Gerteis M, et al. Through the Patients Eyes. San Francisco: Jossey-Bass: 1993.
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http://www.theberylinstitute.org/?page=PEBENCHMARKING
There is no force in the world stronger than a mother in your face advocating for her kid J. Conway
DANA-FARBER ADMITS DRUG OVERDOSE CAUSED DEATH OF GLOBE COLUMNIST, DAMAGE TO SECOND WOMAN
When 39-year-old Betsy A. Lehman died suddenly last Dec. 3 at Boston's Dana-Farber Cancer Institute, near the end of a grueling three-month treatment for breast cancer, it seemed a tragic reminder of the risks and limits of high-stakes cancer care. In fact, it was something very different. The death of Lehman, a Boston Globe health columnist, was due to a horrendous mistake: a massive overdose of a powerful anticancer drug that ravaged her heart, causing it to fail suddenly.
3/23/1995
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Set the Expectation Position People for Success Hold Them Accountable
Without clarity of expectations, deviance cant stand out.
Roger Berkowitz, Trustee, DFCI CEO, Legal Sea Foods
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1996 GOVERNING BOARD PRORITY DFCI will be patient and family centered in the model of the IPFCC.
Patients and families will be part of all care decision making structures and processes
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Learning from prior failures Coaching, training, IPFCC programs Pacing and quick wins Celebrating Providing support Modeling from the top
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Adult
Reid Ponte P, Conlin G, Conway JB, et al. Making patient-centered care come alive: achieving full integration of the patient's perspective. J Nurs Adm 2003; 33(2):82-90. Reid Ponte P, Connor M, DeMarco R, Price J. Linking patient and family-centered care and patient safety: the next leap. Nurs Econ 2004; 22(4):211-3, 215.
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Implementation Challenges
Nice, not necessary; PR Staff & patients: people in VERY different places You are crazy! Fear of the unknown We know what they want We are different! They will be in the way! This will be a time hog
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Silo: Its mine Transparency of realities Shifting power balance Shifting priorities Learning to ask, listen, listen more, not jumping Getting and embracing diversity Ongoing staff orientation
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Positive Outcomes
All proud of PFCC practice Interdisciplinary partnership Problem identification New powerful allies and What they want, we want! advocates We are finding things we Huge external recognition didnt know! Presentations Prioritized improvement /publications Improved outcomes Funding: Grants & donors Informed growing Care connection all levels evidence base
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I have seen very positive outcomes from our organizational efforts to deliver PFCC.
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http://www.dana-farber.org/abo/news/publications/pop/archive.html
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Weingart SN, Zhu J, Chiappetta L, Stuver SO, Schneider EC, Epstein AM, David-Kasdan JA, Annas CL, Fowler FJ Jr, Weissman JS. Hospitalized patients' participation and its impact on quality of care and patient safety. Int J Qual Health Care. 2011 Feb 9. [Epub ahead of print] Center for Patient Safety, Dana-Farber Cancer Institute, Boston, MA, USA. 1/13/2014 26
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Whats Helping Drive State Policy? Patient and Family Advisory Councils Mandatory in Mass Hospitals
The purpose of this letter is to inform hospitals of their obligation to establish a Patient and Family Advisory Council (PFAC), as set out in the hospital licensure regulation effective June 12, 2009. A copy of these sections is enclosed. The regulations require each hospital to establish a PFAC by October 1, 2010; and each hospital must prepare a report outlining its plan to establish a PFAC no later than September 30, 2009
http://www.ipfcc.org/advance/topics/Review-of-PFAC-2011-Reports.pdf
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Consumer Movement: It isnt ours alone to decide Patient Rights Patient Safety: Voice and face of harm AHRQ patient reporting Transparency Health Reform: Politicians, Governments, Nations, States Accreditors AARP, Consumer Reports NQF, NPP, Picker, Planetree, IFCC, IHI, Lucian Leape Institute, WHO
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Making the Future Attractive Organizing the healthcare system around the patient and family Optimizing the patient experience Correlates with other outcomes including staff satisfaction and financial outcomes Patient Centered Outcomes Research Institute Patient activation/self management Great stories and results busting out all over: IHI BMJ International Forum Health care organizations Associations Its the right thing to do
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Care is Open visitation customized Family participation in care Patients establish daily goals
Patient is source of control P&F activated rapid response teams Patient choice in meal selection P&F participation in change of shift report and multidisciplinary rounds
Knowledge Access to medical records is shared Providing effective teaching and facilitating learning Needs are Conduct observations of patient experiences anticipated Observe peace and quiet times
Taylor, Rutherford. The Pursuit of Genuine Partnerships with patient and family members; the challenge and opportunity for executive leaders. Frontiers of Health Services. 2010. 26:4. 1/13/2014 31
Examples
Community groups Care Coordination, ACOs, Medical Homes Advanced care planning, POLST, MOLST School & church programs Public health & other consumer campaigns Experience Surveys P&F Councils, Advisors, Faculty Resource Centers, patient portals Access to help and care 24/7 Medication lists Parent, Advisors, & advisory councils Open access, optimized flow Family participation in rounding
Organization
Micro-system
Experience of care
Access to the chart Shared care planning Smart Patients Ask Questions
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Balik B, Conway J, Zipperer L, Watson J. Achieving an Exceptional Patient and Family Experience of Inpatient Hospital Care. Cambridge, Massachusetts: 2011.
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iom.edu/bestcare
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We are collectively anchored on patient needs and perspectives and we promote the inclusion of patients, families, and other caregivers as vital members of the continuously learning care team.
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A Powerful Evolution
Questions, Comments
Quality improvement begins with love and vision. Love of your patients. Love of your work If you begin with technique, improvement wont be achieved.
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A. Donabedian, M.D
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http://www.ahrq.gov/professionals/systems/hospital/engagingfamilies/patfamilyengageguide/howtogetstarted/index.html
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