UWMC Patient and Family Advisor Forum An Information Session for - PDF document

UWMC Patient and Family Advisor Forum An Information Session for Patients and Families Interested in Serving as Advisors Patient and Family Centered Care Overview • What is patient and family centered care (PFCC), and why? • Core concepts of PFCC at UWMC • Patient and Family Advisors and advisory councils • What is your story? • Next steps Patient and Family Centered Care 1

Public Perceptions of Health Care • The system is a nightmare to navigate. • Caregivers don’t provide enough information. • Patients are not involved in decisions about their health care. • Hospital caregivers are not emotionally supportive. Source: American Hospital Association and the Picker Institute, 1996. Patient and Family Centered Care A New Health System for the 21 st Century • Health care should be based on continuous healing relationships. • Care should be individualized. • It is important for patients to be involved in their own care decisions. • Patients and families should have improved access to information. • Patients and families should be respected as partners in the healing/health care process. Source: Institute of Medicine – Crossing the Quality Chasm: A New Health System for the 21 st Century, 2001. Patient and Family Centered Care 2

Core Concepts of Patient and Family Centered Care (PFCC) PFCC is about improving the experience of being a patient, or being the family member of a patient. Patient and Family Centered Care Mission University of Washington Medical Center improves health by providing exceptional patient and family centered care in an environment of education and innovation. Patient and Family Centered Care 3

Patients and Families Bring Strengths KEEP: A collaborative program developed with patients who have experienced dialysis and transplants, to assist other patients in learning ways to delay dialysis and cope with treatment Patient and Family Centered Care Information Sharing Information is widely available at the hospital so that patients can make wiser health care decisions, and so that they know what is going on around them. Patient and Family Centered Care 4

Partnership NICU parents on rounds NICU parents partnering with clinicians to create a more family-centered practice Patient and Family Centered Care Choices 1. Patient/Family Contacts Are Encouraged UWMC believes that families and their support systems have a significant impact on a patient’s response to health and illness. Patient/family contacts are encouraged and promoted as frequently as possible. Our goal is to meet the needs of our patients and this includes supporting them in deciding when the presence of family and friends is most needed. Patient and Family Centered Care 5

How Do We Know What PFCC Is? • Patients and families teach us! Our Advisors tell us: - What it is like to receive care here - How the experience can be made better Patient and Family Centered Care Advisors Serve in a Variety of Ways • One-time consultations - Feedback groups - Advisors as faculty - Forms review • Membership on operations and clinical committees • Advisory councils Patient and Family Centered Care 6

One-Time Consultations • Feedback groups - Facility design • Teaching clinicians about what is important in the care experience - OB/GYN and NICU Resident Orientation • Developing educational materials and patient- completed forms Patient and Family Centered Care Advisors Review and Edit Forms and Educational Materials • One-time training for Advisors • Review and feedback completed at home Patient and Family Centered Care 7

Membership on UWMC Operations and Clinical Committees • Patient and Family • Falls Prevention Centered Care • Grievance Steering • Professional • Patient and Family Practice Councils Education • Resource Center • Patient Safety • Spiritual Practices • Aesthetics and • Ethics ADA Patient and Family Centered Care Advisory Councils • Work with staff to improve patient and family satisfaction with their care at UWMC • One-year term minimum • Meet monthly for 2 hours • 8 to 15 patients/family members plus 4 to 6 staff members • What they are NOT: Support groups Patient and Family Centered Care 8

Expanding Advisory Council Network • Pregnancy & Childbirth Council • Rehab Services Council • Inpatient Oncology Council • Neonatal Intensive Care Unit (NICU) Council • ICU Council • Outpatient Council • Transplant Services Council Patient and Family Centered Care Our Councils at Work Patient and Family Centered Care 9

Characteristics of Patient and Family Advisors • Can share insights and information about their experience in ways that help others learn • See beyond their own personal experiences • Show concern for more than one issue or agenda • Listen well and respect the perspectives of others • Speak comfortably in a group with candor • Interact well and partner with many different kinds of people Patient and Family Centered Care Telling Your Story – Principles • Avoid creating defensiveness: - Describe behaviors without judgments - Share the impact without attributing motive/intent Patient and Family Centered Care 10

What to Include in Your Story • Plan how to tell your story – make notes • Focus on what is most important about your story – key points you want to get across: - Share pictures, if helpful - Some find it helpful to describe a specific small action, behavior, or step that made a big difference for you/your family • Be clear on what do you NOT want to talk about • Effective use of negative stories: - What didn’t work so well - What you’d like to see happen “next time” Patient and Family Centered Care Preparing to Tell Your Story • Edit your notes – look for descriptions versus judgments, impact versus intent principles at work • Casually rehearse for content and timing – keep to the time limit you are given • Focus on the part of your story that adds a new feature or idea to the discussion and not a repetition of what was already shared Patient and Family Centered Care 11

What Is YOUR Story? • Imagine that you are on a panel of patients and family members who will be talking about their care experience • Think about a story – either “negative” or positive – to share • You may have up to 3 minutes to tell a story Patient and Family Centered Care Impact of Your Stories • Your perspectives and experiences provide the rich data that our health care teams need to continuously improve our services • Your participation allows for additional questioning and clarification to help us work together for problem solving • Your stories help change the culture of UWMC in a positive way • Continuous improvement is a journey, not a destination – your stories make the journey worthwhile Patient and Family Centered Care 12

Steps to Serve as a Patient/Family Advisor 1. Attend Information Session on advisor opportunities at UWMC (today) 2. Complete application for Patient and Family Advisors 3. Receive recruitment call about specific opportunities 4. Register as Volunteer Advisor through Volunteer Services and take training Patient and Family Centered Care To Learn More To learn more about being an Advisor at UWMC, please contact: Patient and Family Centered Care Hollis Guill Ryan pfcc@u.washington.edu 206-598-2697 Patient and Family Centered Care 13