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8/13/2019 6 Tracy Walsh - Business as Usual is No Longer an Option. Patient Centred Care in a New Era of Healthcare
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Planetree 2013
Business As Usual is No Longer An Option
Patient-Centered Care In a New Era of
Health Care
KPJ Healthcare Conference and Exhibition 2013
Transforming Healthcare- Reaching New Heights
Tracy Walsh, LCSW
Patient Experience Advisor, Planetree
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There is nothing more powerful than an
idea whose time has come.
-Victor Hugo
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Planetree 2013
Business as usual is no longer an option
Pa
tient-
Centered
Care
Patient choiceGlobal health care
reform efforts
Levers of
Change
International
accreditation
standards
Publicreporting of
quality
outcomes
Nationalhealthcare
policies
Payment
reform
Medical
tourism
8/13/2019 6 Tracy Walsh - Business as Usual is No Longer an Option. Patient Centred Care in a New Era of Healthcare
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Planetree 2013
A new era of health care requires a
cohesive approach centered on the patient.
8/13/2019 6 Tracy Walsh - Business as Usual is No Longer an Option. Patient Centred Care in a New Era of Healthcare
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A global catalyst
500 + healthcare sites
From small critical access
hospitals to large academic
centers
From rural to urban
Servicing the entire
healthcare continuum
http://localhost/var/www/apps/conversion/tmp/scratch_1//upload.wikimedia.org/wikipedia/commons/b/b4/Flag_of_Turkey.svghttp://localhost/var/www/apps/conversion/tmp/scratch_1//upload.wikimedia.org/wikipedia/commons/6/66/Flag_of_Malaysia.svghttp://www.google.ie/url?sa=i&source=images&cd=&cad=rja&docid=RIFOaXJG6JaROM&tbnid=2if85MFjljdwlM:&ved=0CAgQjRwwAA&url=http://wwp.greenwichmeantime.com/time-zone/europe/european-union/belgium/flag/index.htm&ei=R_UrUb7UK5SLhQfEkIH4Dg&psig=AFQjCNHdcnQG6Ji7ELkyd0RtJsCpMujMNQ&ust=13619217357696198/13/2019 6 Tracy Walsh - Business as Usual is No Longer an Option. Patient Centred Care in a New Era of Healthcare
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Planetree 2013 Planetree 2012
A growing evidence-base for the Planetree approach
Human Interactions
The business case for compassion
Empathy improves clinical outcomes
Access to Information
Shared decision making decreases costs
Family Involvement
Families in ICU decreases patient & family stress
Healing Environment
Post-hospital syndrome increases readmissions
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Planetree 2013 Planetree 2012
Business Case for Compassion
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Planetree 2013
Personalizing, Humanizing and
Demystifying Compassion
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Empathy + compassion = quality care
..health benefits were greater for diabetes patients (better cholesteroland blood-sugar scores) who were under the care of empathetic
doctors
Hojat et al inAcademic Medicine 2011
patients have better treatment adherence and suffer from fewer
major medical errors while under the care of empathetic doctors
Haslam in Medical Journal of Australia 2007
empathy in the therapeutic encounter resulted in faster recovery
times of flu patients
Rakel and Barrett et al in Patient Education and Counseling 2011
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Compassion as a business imperative
When it comes to decisions about where to receive care and the
selection of providers, evidence demonstrates that patient
experience is a significant differentiator that drives consumer
decisions. PWC Health Research Institute. Customer Experience in Healthcare: TheMoment of Truth. (July 2012); Grote KD. A better hospital experience. The McKinsey
Quarterly. (2007).
Staff attitudes and the quality of human interactions are
consistently identified as factors that dictate whether a healthcare
experience is positive or negative. PWC Health Research Institute. Customer
Experience in Healthcare: The Moment of Truth. (July 2012)
Patients perceptions of the quality of their relationships with
their physicians were strong predictors of whether a patient
would leave a physicians practice.
Safran et. al,Journal of Family Practice, 2011
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physicians who are able to understand and appropriately respond to
the emotional needs of their patients (act empathetically) are less likely
to be hit with malpractice lawsuits.
Virshup inAmerican Journal of Medical Quality1999
http://www.google.com/url?sa=i&rct=j&q=&esrc=s&frm=1&source=images&cd=&cad=rja&docid=bvgmv6se1mQ0PM&tbnid=ulHxDVVbOYMmhM:&ved=0CAUQjRw&url=http://www.mnn.com/health/fitness-well-being/stories/healthy-but-lonely-people-head-to-hospital-during-holidays&ei=jpoQUemDHqnJ0QGLnoHoBg&bvm=bv.41867550,d.dmQ&psig=AFQjCNEEaSVZxpfmSQkkI9tidxEHm-n6Cw&ust=13601290251865008/13/2019 6 Tracy Walsh - Business as Usual is No Longer an Option. Patient Centred Care in a New Era of Healthcare
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And yet, in the United States today
21%of patients reported that a doctor, nurse or otherhealth professional did not treat them with dignity and
respect or did not listen to your concerns
Source: NPR / Robert Wood Johnson Foundation / Harvard School of Public Health: Sick in America Poll, March5-25, 2012.
53%of patients said the health care system generallyprovides compassionate care
58%of physicians said the same.Source: BA Lown, J Rosen, J Marttila. An agenda for Improving Compassionate Care. Health Affairs (2011).
http://www.google.com/url?sa=i&rct=j&q=&esrc=s&frm=1&source=images&cd=&cad=rja&docid=bvgmv6se1mQ0PM&tbnid=ulHxDVVbOYMmhM:&ved=0CAUQjRw&url=http://www.mnn.com/health/fitness-well-being/stories/healthy-but-lonely-people-head-to-hospital-during-holidays&ei=jpoQUemDHqnJ0QGLnoHoBg&bvm=bv.41867550,d.dmQ&psig=AFQjCNEEaSVZxpfmSQkkI9tidxEHm-n6Cw&ust=1360129025186500http://www.google.com/url?sa=i&rct=j&q=&esrc=s&frm=1&source=images&cd=&cad=rja&docid=bvgmv6se1mQ0PM&tbnid=ulHxDVVbOYMmhM:&ved=0CAUQjRw&url=http://www.mnn.com/health/fitness-well-being/stories/healthy-but-lonely-people-head-to-hospital-during-holidays&ei=jpoQUemDHqnJ0QGLnoHoBg&bvm=bv.41867550,d.dmQ&psig=AFQjCNEEaSVZxpfmSQkkI9tidxEHm-n6Cw&ust=1360129025186500http://www.google.com/url?sa=i&rct=j&q=&esrc=s&frm=1&source=images&cd=&cad=rja&docid=bvgmv6se1mQ0PM&tbnid=ulHxDVVbOYMmhM:&ved=0CAUQjRw&url=http://www.mnn.com/health/fitness-well-being/stories/healthy-but-lonely-people-head-to-hospital-during-holidays&ei=jpoQUemDHqnJ0QGLnoHoBg&bvm=bv.41867550,d.dmQ&psig=AFQjCNEEaSVZxpfmSQkkI9tidxEHm-n6Cw&ust=1360129025186500http://www.google.com/url?sa=i&rct=j&q=&esrc=s&frm=1&source=images&cd=&cad=rja&docid=bvgmv6se1mQ0PM&tbnid=ulHxDVVbOYMmhM:&ved=0CAUQjRw&url=http://www.mnn.com/health/fitness-well-being/stories/healthy-but-lonely-people-head-to-hospital-during-holidays&ei=jpoQUemDHqnJ0QGLnoHoBg&bvm=bv.41867550,d.dmQ&psig=AFQjCNEEaSVZxpfmSQkkI9tidxEHm-n6Cw&ust=1360129025186500http://www.google.com/url?sa=i&rct=j&q=&esrc=s&frm=1&source=images&cd=&cad=rja&docid=bvgmv6se1mQ0PM&tbnid=ulHxDVVbOYMmhM:&ved=0CAUQjRw&url=http://www.mnn.com/health/fitness-well-being/stories/healthy-but-lonely-people-head-to-hospital-during-holidays&ei=jpoQUemDHqnJ0QGLnoHoBg&bvm=bv.41867550,d.dmQ&psig=AFQjCNEEaSVZxpfmSQkkI9tidxEHm-n6Cw&ust=1360129025186500http://www.google.com/url?sa=i&rct=j&q=&esrc=s&frm=1&source=images&cd=&cad=rja&docid=bvgmv6se1mQ0PM&tbnid=ulHxDVVbOYMmhM:&ved=0CAUQjRw&url=http://www.mnn.com/health/fitness-well-being/stories/healthy-but-lonely-people-head-to-hospital-during-holidays&ei=jpoQUemDHqnJ0QGLnoHoBg&bvm=bv.41867550,d.dmQ&psig=AFQjCNEEaSVZxpfmSQkkI9tidxEHm-n6Cw&ust=1360129025186500http://www.google.com/url?sa=i&rct=j&q=&esrc=s&frm=1&source=images&cd=&cad=rja&docid=bvgmv6se1mQ0PM&tbnid=ulHxDVVbOYMmhM:&ved=0CAUQjRw&url=http://www.mnn.com/health/fitness-well-being/stories/healthy-but-lonely-people-head-to-hospital-during-holidays&ei=jpoQUemDHqnJ0QGLnoHoBg&bvm=bv.41867550,d.dmQ&psig=AFQjCNEEaSVZxpfmSQkkI9tidxEHm-n6Cw&ust=1360129025186500http://www.google.com/url?sa=i&rct=j&q=&esrc=s&frm=1&source=images&cd=&cad=rja&docid=bvgmv6se1mQ0PM&tbnid=ulHxDVVbOYMmhM:&ved=0CAUQjRw&url=http://www.mnn.com/health/fitness-well-being/stories/healthy-but-lonely-people-head-to-hospital-during-holidays&ei=jpoQUemDHqnJ0QGLnoHoBg&bvm=bv.41867550,d.dmQ&psig=AFQjCNEEaSVZxpfmSQkkI9tidxEHm-n6Cw&ust=1360129025186500http://www.google.com/url?sa=i&rct=j&q=&esrc=s&frm=1&source=images&cd=&cad=rja&docid=bvgmv6se1mQ0PM&tbnid=ulHxDVVbOYMmhM:&ved=0CAUQjRw&url=http://www.mnn.com/health/fitness-well-being/stories/healthy-but-lonely-people-head-to-hospital-during-holidays&ei=jpoQUemDHqnJ0QGLnoHoBg&bvm=bv.41867550,d.dmQ&psig=AFQjCNEEaSVZxpfmSQkkI9tidxEHm-n6Cw&ust=1360129025186500http://www.google.com/url?sa=i&rct=j&q=&esrc=s&frm=1&source=images&cd=&cad=rja&docid=bvgmv6se1mQ0PM&tbnid=ulHxDVVbOYMmhM:&ved=0CAUQjRw&url=http://www.mnn.com/health/fitness-well-being/stories/healthy-but-lonely-people-head-to-hospital-during-holidays&ei=jpoQUemDHqnJ0QGLnoHoBg&bvm=bv.41867550,d.dmQ&psig=AFQjCNEEaSVZxpfmSQkkI9tidxEHm-n6Cw&ust=1360129025186500http://www.google.com/url?sa=i&rct=j&q=&esrc=s&frm=1&source=images&cd=&cad=rja&docid=bvgmv6se1mQ0PM&tbnid=ulHxDVVbOYMmhM:&ved=0CAUQjRw&url=http://www.mnn.com/health/fitness-well-being/stories/healthy-but-lonely-people-head-to-hospital-during-holidays&ei=jpoQUemDHqnJ0QGLnoHoBg&bvm=bv.41867550,d.dmQ&psig=AFQjCNEEaSVZxpfmSQkkI9tidxEHm-n6Cw&ust=1360129025186500http://www.google.com/url?sa=i&rct=j&q=&esrc=s&frm=1&source=images&cd=&cad=rja&docid=bvgmv6se1mQ0PM&tbnid=ulHxDVVbOYMmhM:&ved=0CAUQjRw&url=http://www.mnn.com/health/fitness-well-being/stories/healthy-but-lonely-people-head-to-hospital-during-holidays&ei=jpoQUemDHqnJ0QGLnoHoBg&bvm=bv.41867550,d.dmQ&psig=AFQjCNEEaSVZxpfmSQkkI9tidxEHm-n6Cw&ust=1360129025186500http://www.google.com/url?sa=i&rct=j&q=&esrc=s&frm=1&source=images&cd=&cad=rja&docid=bvgmv6se1mQ0PM&tbnid=ulHxDVVbOYMmhM:&ved=0CAUQjRw&url=http://www.mnn.com/health/fitness-well-being/stories/healthy-but-lonely-people-head-to-hospital-during-holidays&ei=jpoQUemDHqnJ0QGLnoHoBg&bvm=bv.41867550,d.dmQ&psig=AFQjCNEEaSVZxpfmSQkkI9tidxEHm-n6Cw&ust=1360129025186500http://www.google.com/url?sa=i&rct=j&q=&esrc=s&frm=1&source=images&cd=&cad=rja&docid=bvgmv6se1mQ0PM&tbnid=ulHxDVVbOYMmhM:&ved=0CAUQjRw&url=http://www.mnn.com/health/fitness-well-being/stories/healthy-but-lonely-people-head-to-hospital-during-holidays&ei=jpoQUemDHqnJ0QGLnoHoBg&bvm=bv.41867550,d.dmQ&psig=AFQjCNEEaSVZxpfmSQkkI9tidxEHm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Compassion Cultivation Training at Sharp Healthcare
System
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Stamford Hospitals Good Grief Program
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VA New Jersey Healthcare Systems Sleep Menu
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Shared decision making lowers cost while
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Shared decision making lowers cost, while
improving quality of care
A 2013 study published in theFebruary issue of Health Affairs found:
providing shared decision making-based health coaching
for patients with conditions that frequently require major
treatment decisions reduces the overall costs of care,hospitalizations and surgeries significantly.
patients who received enhanced support had 5.3% lower
overall medical coststhan patients who received the usual
level of support.
patients receiving enhanced support had 12.5% fewer
hospital admissionsthan the usual support group, and
9.9% fewer preference-sensitive surgeries, including 20.9%
fewer preference-sensitive heart surgeries.
http://www.google.com/url?sa=i&rct=j&q=&esrc=s&frm=1&source=images&cd=&cad=rja&docid=J8AlpM8IUaqdxM&tbnid=WaZSoYwEzPRK9M:&ved=0CAUQjRw&url=http://www.healthaffairs.org/&ei=DiNmUcGdF4TH0gHy-4HoCA&psig=AFQjCNGewkwD-Eux_k4zKS8eiLt0K6_vWg&ust=1365734528551048http://www.google.com/url?sa=i&rct=j&q=&esrc=s&frm=1&source=images&cd=&cad=rja&docid=J8AlpM8IUaqdxM&tbnid=WaZSoYwEzPRK9M:&ved=0CAUQjRw&url=http://www.healthaffairs.org/&ei=DiNmUcGdF4TH0gHy-4HoCA&psig=AFQjCNGewkwD-Eux_k4zKS8eiLt0K6_vWg&ust=1365734528551048http://www.google.com/url?sa=i&rct=j&q=&esrc=s&frm=1&source=images&cd=&cad=rja&docid=J8AlpM8IUaqdxM&tbnid=WaZSoYwEzPRK9M:&ved=0CAUQjRw&url=http://www.healthaffairs.org/&ei=DiNmUcGdF4TH0gHy-4HoCA&psig=AFQjCNGewkwD-Eux_k4zKS8eiLt0K6_vWg&ust=1365734528551048http://www.google.com/url?sa=i&rct=j&q=&esrc=s&frm=1&source=images&cd=&cad=rja&docid=J8AlpM8IUaqdxM&tbnid=WaZSoYwEzPRK9M:&ved=0CAUQjRw&url=http://www.healthaffairs.org/&ei=DiNmUcGdF4TH0gHy-4HoCA&psig=AFQjCNGewkwD-Eux_k4zKS8eiLt0K6_vWg&ust=1365734528551048http://www.google.com/url?sa=i&rct=j&q=&esrc=s&frm=1&source=images&cd=&cad=rja&docid=J8AlpM8IUaqdxM&tbnid=WaZSoYwEzPRK9M:&ved=0CAUQjRw&url=http://www.healthaffairs.org/&ei=DiNmUcGdF4TH0gHy-4HoCA&psig=AFQjCNGewkwD-Eux_k4zKS8eiLt0K6_vWg&ust=1365734528551048http://www.google.com/url?sa=i&rct=j&q=&esrc=s&frm=1&source=images&cd=&cad=rja&docid=J8AlpM8IUaqdxM&tbnid=WaZSoYwEzPRK9M:&ved=0CAUQjRw&url=http://www.healthaffairs.org/&ei=DiNmUcGdF4TH0gHy-4HoCA&psig=AFQjCNGewkwD-Eux_k4zKS8eiLt0K6_vWg&ust=13657345285510488/13/2019 6 Tracy Walsh - Business as Usual is No Longer an Option. Patient Centred Care in a New Era of Healthcare
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The impact of understanding patient preferences
Doctors believe 71% of patients with
breast cancer rate keeping their breast
as top priority. The figure reported by
patients is just 7%.
Once patients are informed about the
risks of sexual dysfunction after surgery
for benign prostate disease, 40% fewer
prefer surgery.
Only 41% of Medicare patients believe
that their treatment reflected their
preference for palliative care over more
aggressive interventions.
Lee CN, Hulsman CS, Sepucha K. Ann Plastic Surg2010;64:563-6
Wagner E, et al. Med Care1995;33:765-70
Covinsky KE, et al. J Am Geriatr Soc 2000;48:Suppl:S187-S193.
Preference Diagnosis:
An understanding of
how a patient values
the trade-offs ofpotential risks,
benefits and side
effects of various
options for treatment.
Mulley, A.G., Trimble, C. and Elwyn, G. Stop the
silent misdiagnosis: patients preferences matter.
BMJ, 2012, 345
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Planetree 2013 Planetree 2012
Patient partnership opportunities
Health Information Rounds
Bedside shift report
Patient Pathways
Shared Medical Records
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Planetree 2013 Planetree 2012
Family involvement in action
Emergency Department Take A BreakVolunteer Program
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Planetree 2013 Planetree 2012
Readmissions: The boomerang effect
Patients
(%)
http://www.google.com/url?sa=i&rct=j&q=&esrc=s&frm=1&source=images&cd=&cad=rja&docid=XH7Hz2aMkV9tYM&tbnid=EHZNAyo3upnM2M:&ved=0CAUQjRw&url=http://darrenlittle.com/boomerang-sponsoring/&ei=WyZmUYbjHcje0gG3m4HACg&psig=AFQjCNEXpfMeLiME91jo3uTgQ0sfC0ae5A&ust=13657353765465288/13/2019 6 Tracy Walsh - Business as Usual is No Longer an Option. Patient Centred Care in a New Era of Healthcare
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Creating a healing environment by softening technology
http://www.google.com/url?sa=i&rct=j&q=&esrc=s&frm=1&source=images&cd=&cad=rja&docid=4LZb3H--0hQXwM&tbnid=9tkA9MGG1kfg7M:&ved=0CAUQjRw&url=http://kezi.wordpress.com/2010/06/17/the-plane-tree/&ei=w61uUfnpC4Tu2AWHx4DABw&bvm=bv.45368065,d.b2I&psig=AFQjCNEB92AAaxvJ8cKT5izUk5CpVxI4Rg&ust=13662943350643238/13/2019 6 Tracy Walsh - Business as Usual is No Longer an Option. Patient Centred Care in a New Era of Healthcare
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Lessons from Planetrees
35 Years
http://www.google.com/url?sa=i&rct=j&q=&esrc=s&frm=1&source=images&cd=&cad=rja&docid=4LZb3H--0hQXwM&tbnid=9tkA9MGG1kfg7M:&ved=0CAUQjRw&url=http://kezi.wordpress.com/2010/06/17/the-plane-tree/&ei=w61uUfnpC4Tu2AWHx4DABw&bvm=bv.45368065,d.b2I&psig=AFQjCNEB92AAaxvJ8cKT5izUk5CpVxI4Rg&ust=1366294335064323http://www.google.com/url?sa=i&rct=j&q=&esrc=s&frm=1&source=images&cd=&cad=rja&docid=4LZb3H--0hQXwM&tbnid=9tkA9MGG1kfg7M:&ved=0CAUQjRw&url=http://kezi.wordpress.com/2010/06/17/the-plane-tree/&ei=w61uUfnpC4Tu2AWHx4DABw&bvm=bv.45368065,d.b2I&psig=AFQjCNEB92AAaxvJ8cKT5izUk5CpVxI4Rg&ust=1366294335064323http://www.google.com/url?sa=i&rct=j&q=&esrc=s&frm=1&source=images&cd=&cad=rja&docid=4LZb3H--0hQXwM&tbnid=9tkA9MGG1kfg7M:&ved=0CAUQjRw&url=http://kezi.wordpress.com/2010/06/17/the-plane-tree/&ei=w61uUfnpC4Tu2AWHx4DABw&bvm=bv.45368065,d.b2I&psig=AFQjCNEB92AAaxvJ8cKT5izUk5CpVxI4Rg&ust=1366294335064323http://www.google.com/url?sa=i&rct=j&q=&esrc=s&frm=1&source=images&cd=&cad=rja&docid=4LZb3H--0hQXwM&tbnid=9tkA9MGG1kfg7M:&ved=0CAUQjRw&url=http://kezi.wordpress.com/2010/06/17/the-plane-tree/&ei=w61uUfnpC4Tu2AWHx4DABw&bvm=bv.45368065,d.b2I&psig=AFQjCNEB92AAaxvJ8cKT5izUk5CpVxI4Rg&ust=1366294335064323http://www.google.com/url?sa=i&rct=j&q=&esrc=s&frm=1&source=images&cd=&cad=rja&docid=4LZb3H--0hQXwM&tbnid=9tkA9MGG1kfg7M:&ved=0CAUQjRw&url=http://kezi.wordpress.com/2010/06/17/the-plane-tree/&ei=w61uUfnpC4Tu2AWHx4DABw&bvm=bv.45368065,d.b2I&psig=AFQjCNEB92AAaxvJ8cKT5izUk5CpVxI4Rg&ust=13662943350643238/13/2019 6 Tracy Walsh - Business as Usual is No Longer an Option. Patient Centred Care in a New Era of Healthcare
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Patients are partners, not outsiders
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Planetree 2013
The real experts on patient experience
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Staff is the most powerful lever for change
The patient experience and employee experience
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The patient experience and employee experience
are intertwined
Avgar, A., Givan, R. K. and Liu, M. (2011). Patient centered but employee
delivered: patient care innovation, turnover and organizational outcomes
in hospitals. Industrialand Labor Relations Review, 64 (3)
173 hospitals in the British National Health Service
Examine effects of patient-centered care
Patient-centered care is associated with lower
turnover intentions, which are positively related tothe quality of care (hospital error rates and
perceptions of care)
Effectiveness of patient-centered care is enhanced when
complemented by high involvement work practices
Creating a healthy workplace is essential to being
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Planetree 2013
Creating a healthy workplace is essential to being
patient-centered
Improving nurses working conditions may improve both nurses andpatients satisfaction as well as the quality of care
95,499 nurses
surveyed
Nurses who directly care for patients inhospitals and nursing homes have higher job
dissatisfaction and burnout versus nursesworking in other jobs or settings (eg, pharm.)
Patient satisfaction levels are lower inhospitals with more nurses who are
dissatisfied or burned out
Health Affairs; 2010: Nurses' Widespread Job Dissatisfaction, Burnout, and
Frustration With Health Benefits Signal Problems For Patient Care
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Inspiring caregivers creates workplaces of choice
Employee Satisfaction Employee Retention
A Planetree member since 2005
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Planetree 2013
Its about changing culture,not just changing practices
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Planetree 2013
Culture MUST change
I felt like I was
interrupting them
when I asked aquestion.
http://www.google.com/url?sa=i&rct=j&q=&esrc=s&frm=1&source=images&cd=&cad=rja&docid=bvgmv6se1mQ0PM&tbnid=ulHxDVVbOYMmhM:&ved=0CAUQjRw&url=http://www.mnn.com/health/fitness-well-being/stories/healthy-but-lonely-people-head-to-hospital-during-holidays&ei=jpoQUemDHqnJ0QGLnoHoBg&bvm=bv.41867550,d.dmQ&psig=AFQjCNEEaSVZxpfmSQkkI9tidxEHm-n6Cw&ust=1360129025186500http://www.google.com/url?sa=i&rct=j&q=&esrc=s&frm=1&source=images&cd=&cad=rja&docid=bvgmv6se1mQ0PM&tbnid=ulHxDVVbOYMmhM:&ved=0CAUQjRw&url=http://www.mnn.com/health/fitness-well-being/stories/healthy-but-lonely-people-head-to-hospital-during-holidays&ei=jpoQUemDHqnJ0QGLnoHoBg&bvm=bv.41867550,d.dmQ&psig=AFQjCNEEaSVZxpfmSQkkI9tidxEHm-n6Cw&ust=1360129025186500http://www.google.com/url?sa=i&rct=j&q=&esrc=s&frm=1&source=images&cd=&cad=rja&docid=bvgmv6se1mQ0PM&tbnid=ulHxDVVbOYMmhM:&ved=0CAUQjRw&url=http://www.mnn.com/health/fitness-well-being/stories/healthy-but-lonely-people-head-to-hospital-during-holidays&ei=jpoQUemDHqnJ0QGLnoHoBg&bvm=bv.41867550,d.dmQ&psig=AFQjCNEEaSVZxpfmSQkkI9tidxEHm-n6Cw&ust=1360129025186500http://www.google.com/url?sa=i&rct=j&q=&esrc=s&frm=1&source=images&cd=&cad=rja&docid=bvgmv6se1mQ0PM&tbnid=ulHxDVVbOYMmhM:&ved=0CAUQjRw&url=http://www.mnn.com/health/fitness-well-being/stories/healthy-but-lonely-people-head-to-hospital-during-holidays&ei=jpoQUemDHqnJ0QGLnoHoBg&bvm=bv.41867550,d.dmQ&psig=AFQjCNEEaSVZxpfmSQkkI9tidxEHm-n6Cw&ust=1360129025186500http://www.google.com/url?sa=i&rct=j&q=&esrc=s&frm=1&source=images&cd=&cad=rja&docid=bvgmv6se1mQ0PM&tbnid=ulHxDVVbOYMmhM:&ved=0CAUQjRw&url=http://www.mnn.com/health/fitness-well-being/stories/healthy-but-lonely-people-head-to-hospital-during-holidays&ei=jpoQUemDHqnJ0QGLnoHoBg&bvm=bv.41867550,d.dmQ&psig=AFQjCNEEaSVZxpfmSQkkI9tidxEHm-n6Cw&ust=1360129025186500http://www.google.com/url?sa=i&rct=j&q=&esrc=s&frm=1&source=images&cd=&cad=rja&docid=bvgmv6se1mQ0PM&tbnid=ulHxDVVbOYMmhM:&ved=0CAUQjRw&url=http://www.mnn.com/health/fitness-well-being/stories/healthy-but-lonely-people-head-to-hospital-during-holidays&ei=jpoQUemDHqnJ0QGLnoHoBg&bvm=bv.41867550,d.dmQ&psig=AFQjCNEEaSVZxpfmSQkkI9tidxEHm-n6Cw&ust=13601290251865008/13/2019 6 Tracy Walsh - Business as Usual is No Longer an Option. Patient Centred Care in a New Era of Healthcare
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Its not what we do, but how we do it, treating patients
with dignity and respect.
-Jane Cummings, Chief Nursing Officer for England
Lessons Learned
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Planetree 2013
1) Patients are partners, not outsiders
2) Staff is the most powerful lever for change
3) Mindsets need to shift from setting-centered to person-centered
4) Desire is not enough. A structured pathway enables good intentions
to become sustained change
5) Its about changing culture, not just changing practices
Lessons Learned
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Planetree 2013
Reflections on the journey.
What leaders need to know.
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It is harder to change the culture of a
health care organization than it is to
build a new facility.
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Must Haves for Building a Positive Culture
A commitment to staff education &
training.
Systems and practices consistent withorganizational values and that promote
fairness, pride, mutual respect and
camaraderie.
Honest and frequent communicationto
staff.
Planetree implementation drives high quality, high
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Planetree implementation drives high quality, high
value care
Shorter Lengths of Stay1
Lower Cost per Case1
Higher Overall Patient Satisfaction1
Revenue generated through implementation exceed costs ofimplementation2
PC Lean = $400,000 annual projected savings3
1 Stone S. (2008). ARetrospective Evaluation of the Impact of the Planetree Person Centered Model of Care Programon In Person Quality Outcomes.Health Environments Research and Design Journal, 1(4):55-69
2 Coulmont M, Roy C & Dumas L. (2013). Does the Planetree Patient-Centered Approach to Care Pay Off?: A Cost-
Benefit Analysis.The health care manager, 32(1), 87-95.
3 Frampton SB, Charmel PA, Guastello S. (Forthcoming: Sept. 2013) The Putting Patients First Field Guide: Global
Lessons in Designing and Implementing Patient-Centered Care. San Francisco, CA: Jossey Bass..
Planetree implementation drives measurable
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CMS Core Measures
Comparison of U.S. Planetree Designated Hospital Average and CMS National Average
Reporting time period: 10/01/2011 - 09/30/2012 (Q411Q312)
Data Source: The Commonwealth Fund, www.whynotthebest.org
97.85%
98.16%
96.02%95.85%
97.67%
98.19%
99.21%
97.21% 97.15%
97.63%
95.00%
96.00%
97.00%
98.00%
99.00%
100.00%
Overall Recommended Care Overall Heart Attack Care Overall Heart Failure Care Overall Pneumonia Care Overall Surgical Care
CMS National Average Designated Patient-Centered Hospital Average
Planetree implementation drives measurable
improvement in quality outcomes: Clinical Quality
What patients want is
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p
not rocket science, which
is really unfortunate
because if it were rocketscience, we would be
doing it. We are great at
rocket science. We love
rocket science. What
were not good at are the
things that are so simple
and basic that weoverlook them.
Laura Gilpin
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Patient-centered care is not
an isolated aim. It is a unifying one.
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Planetree 2013
1) Business as usual is no longer an option.
2) It is harder to change the culture of a health care organization thanit is to build a new facility.
3) Patients are our indispensable partners in this effort.
4) Staff is the most powerful lever for change.
5) Patient-centered care is not an isolated aim. It is a unifying one.
In summary
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Recommended