Optimizing the Quadruple Aim: Patient Engagement Bernard Roberson, MSM, HSC, BA Corporate Director Service Excellence Phoebe Putney Health System aroberson@phoebehealth.com
Engagement • Patient Engagement is defined as a concept that combines a patient's knowledge, skills, ability and willingness to manage his or her own health and care with interventions designed to increase activation and promote positive patient behavior. • The act or state of being involved with something • To participate • To do or take part in something 2
Building: Patient Engagement
The Importance of Patient Engagement • Patients and their families are essential partners in the effort to improve the quality and safety of health care. Their participation as active members of their own health care team is an essential component of making care safer and reducing readmission. CMS.gov: Partnership for Patients – HealthCare.gov • Research shows that when patients are engaged in their health care, it can lead to measurable improvements in safety, quality, and satisfaction. Internet Citation: Guide to Patient and Family Engagement in Hospital Quality and Safety. Content last reviewed June 2013. Agency for Healthcare Research and Quality, Rockville, MD. http://www.ahrq.gov/professionals/systems/hospital/engagingfamilies/guide.html • 4
What is Patient- and Family-Centered Care? Patient- and family-centered care is an approach to the planning, delivery and evaluation of health care that is grounded in mutually beneficial partnerships. The engagement of family plays a vital role in ensuring the health and well being of patients of all ages.
PFCC Approach to Care Patient- and Family- Centered Care is based on the understanding that the family is the patient’s primary source of strength and support. Further, this approach to care recognizes that the perspectives and information provided by families are essential components of high-quality clinical decision-making, and that patients and their family are integral partners with the health care team
PFCC is Realizing that …..
GOAL of PFCC The ultimate goal of patient- and family- centered care is to create partnerships between health care providers, patients and their families that will lead to the best outcomes and enhance the quality and safety of health care .
Patient- and Family- Centered Care
In a “ Partnership ” there are four core principles of:
Philosophy and Practice Traditional Model Patient- and Family-Centered Model Deficits → Strengths Control → Collaboration Expert Model → Partnership Model Restrict Info → Information Sharing (-) Support → (+) Support Rigidity → Flexibility Dependence → Empowerment
Meet the Patient and Family Where They Are … Build A Relationship - Engagement Gary Collins, BSN, RN, confers with patient, Hasting B. Odom Jr., and his wife, Marian Odom, at MCG Medical Center in Augusta, GA
You must be in Sync with Patients and Families …. Engaged
Why involve patients and families? Bring important perspectives about the experience of care. Ability to teach how systems really work. 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 Remind …staff they don’t have to have all the answers. Bring connections with the community. Offer an opportunity to “give back.”
Patient Engagement Has a Positive Impact On: …Patient Safety …Quality and Outcomes …Cost Effectiveness …Patient/Family Satisfaction …Staff Retention/Satisfaction …Reducing Risk/Malpractice
Benefits for Physicians and Nurses….. A stronger alliance with the family in promoting health and compliance with recommendations Improved clinical decision making on the basis of better information and collaborative processes Improved follow-through when the plan of care is developed collaboratively with families Greater understanding of the family’s strengths and caregiving capacities Greater patient and family satisfaction with their health care
Benefits for Physicians and Nurses….. More efficient and effective use of professional time and health care resources • More care managed at home • Decrease in unnecessary hospitalizations • Emergency department visits • More effective use of preventive care Improved communication among members of the health care team A more competitive position in the health care marketplace An enhanced learning environment for future physicians and other professionals in training A practice environment that enhances professional satisfaction
Benefits of Engaging Patients Attain Better Financial Performance A hospital system that is guided by the needs of patients and families becomes significantly more efficient. Patient- and Family- Centered Care actively engages all stakeholders and leads to decreased overall expenses. It reduces waste of a hospital's material and staff resources through making fewer process delays, maximizing patient educational efforts and decreasing diagnostic tests and referrals. Research cited in the Gallup Management Online Journal Showed that patient and family engagement obtained through a more patient- and family- centered care system consistently improves hospital performance and business outcomes, including long-term earnings. Leadership & Management 5 ways your hospital can benefit from patient-centered care Written by Richard Kimball, Jr., Financial Executive | May 27, 2015
Benefits Continued… Improve Market Share US patients are becoming well informed about patient- and family- centered care and seek hospitals that employ such a system. They expect higher quality service and more value-per-cost. Patient- and Family- Centered hospitals therefore gain competitive advantage over those which stick to using traditional methods. Service providers such as the Cleveland Clinic in Ohio significantly increased their market share by integrating patient- and family- centered systems into their business model. This result is consistent with survey findings revealing that 40% of patient-respondents were eager to switch to a hospital that is more patient-centered. Leadership & Management 5 ways your hospital can benefit from patient-centered care Written by Richard Kimball, Jr., Financial Executive | May 27, 2015
Benefits Continued… Increase Employee Satisfaction Hospitals implementing a more patient- and family- centered care approach successfully improve employee satisfaction and retention. A more efficient system decreases employee burnout, improves staff relationships, and enhances patient-caretaker interactions. Improved retention contributes to high-quality staff, less training costs and decreased expenses due to inefficient practices. The Bronson Methodist Hospital in Michigan found that their patient- centered approach led to decreased nurse turnover, saving them about $3 million over 5 years. Leadership & Management 5 ways your hospital can benefit from patient-centered care Written by Richard Kimball, Jr., Financial Executive | May 27, 2015
Benefits Continued… Pull Up Your Hospital's Ranking The Consumer Assessment of Healthcare Providers and Systems (CAHPS) survey, known to provide a reliable ranking of the best hospitals in the country, incorporates a lot of patient- and family- centered care measures in its survey form. It has metrics on patient-provider communication, quality of relationship, effective pain medication system, sufficient discharge information and improved patient health outcomes. Leadership & Management 5 ways your hospital can benefit from patient-centered care Written by Richard Kimball, Jr., Financial Executive | May 27, 2015
Benefits Continued… Improve Patient Health Outcomes The best reason for implementing a patient- and family- centered care model is that it is the right thing to do. Experience, expertise, and scientific knowledge all support this model because it has consistently demonstrated improved patient health outcomes. Patients receiving this kind of care are happier, more satisfied, heal more quickly, are in less pain and stay healthier. It improves quality of life. Leadership & Management 5 ways your hospital can benefit from patient-centered care Written by Richard Kimball, Jr., Financial Executive | May 27, 2015
Family members are more than surrogates to be called upon when the patient is unable to make decisions on their behalf; they are essential members of the care continuum and care-giving team. * Partnering with Patients and Families To Design a Patient-and Family-Centered Health Care System – A Roadmap for the Future: Conway et. al., June 2006 (with support from the Robert Wood Johnson Foundation)
Engaging Patients and Families is key to improving your Quality, Safety, and Patient Experience!
Engagement between Health Care Providers, Patients, and Families It is “The Right Thing To Do” and everyone benefits with Improved Quality, Safety, and Satisfaction
Recommend
More recommend
