AHRQ Working with Patient and Family Advisors

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Guide to Patient & Family Engagement

Insert hospital logo here

Working With Patient

and Family Advisors:Recruiting, Training, and Partnering

Julie Barnes

Patient and Family Centered Care Manager

Wake Forest Baptist Medical CenterSeptember 4, 2013


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Todays session

What is patient and family engagement?

Who are patient and family advisors? What do they do?

What are the benefits of working with patientand family advisors?

How do you recruit advisors?

What training is needed for advisors andstaff?

How do we really partner with advisors?

2Strategy 1: Working With Patient and Family Advisors Training (Tool 11)


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What is patient

and family engagement?



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What is patient and family engagement?

Patient and family engagement:

Creates an environment where patients, families,clinicians, and hospital staff all work together as partnersto improve the quality and safety of hospital care

Involves patients and family members as

Members of the health care team

Advisors working with clinicians and leaders to improvepolicies and procedures



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Why patient and family engagement?

The goal is to bring the perspectives of patients and

families directly into the planning, delivery, and evaluationof care.

Patients and families are essential allies for quality and

safety!



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Patient- and family-centered care

Patient and family engagement is an important part of

providing patient- and family-centered care Core concepts of patient- and family-centered care:

Dignity and respect

Information sharing

Involvement/Participation

Collaboration

Strategy 1: Working with Patient and Family Advisors Training (Tool 11) 6


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Patient and Family Advisors

Who are they?

What do they do?

Why do they get involved?



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Advisors: Who they are

Advisors are collaborative partners in developing and

revising hospital policies, procedures, and practices Patients and family members who received care at this

hospital and want to help improve care experiences forothers

Rigorous application and screening process Training provided



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Advisors: What they do

Help us improve the quality and safety

of the care we provide Give input and feedback

Identify potential changes and improvements

Plan and implement changes that matter to patients

and families



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Advisors: Why they get involved

The issue is important

They have something to contribute They will be listened to and respected

Their participation will make a difference



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Benefits of working with patient and

family advisors



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Benefits of working with advisors

Patient and family advisors:

Offer insights about what we do well and areas wherechanges may be needed

Help us develop priorities and make improvements basedon patient- and family- identified needs

Help us come up with new ideas and solutions



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Benefits of working with advisors (contd)

Long-term benefits:

Improved quality and safety Better health outcomes for patients

Better business outcomes for the hospital

Better experiences of care for patients, family members,

clinicians, and staff

13Strategy 1: Working Wth Patient and Family Advisors Training (Tool 11)


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Opportunities to work with advisors iOpportuitg with

advisors There are several ways of working with advisors:

Patients and families as advisors on short-term projects,such as developing educational materials, policies, etc.

Patients and families as advisory council members

Patient and family advisors as members of hospital

quality and safety committees

Strategy 1: Working With Patient and Family Advisors Training (Tool 11) 14


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Working with patient and family advisors:

Recruiting



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First steps

Identify a staff liaison

- passion for patient and family centered care- willingness to learn and educate

- sees strengths in all situations and builds open them

- well respected by patients, families, peers, leaders

Liaison duties:

- contact potential advisors

- train advisors

- prepare staff committee members

- cultivate opportunities to embed advisors



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How to recruit patient and family advisors

Identify prospective patient and family advisors

Think about patients or family members who: Share insights and experiences in productive ways

Listen well and speak comfortably

Express an interest in improving health care for others

Represent unit/hospital population

Consideration

How long has it been since they received care?

Will there be a time commitment? 1-2 years?

Number of advisors needed for each committee?



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Ask clinicians and staff for names of potential advisors

Review letters and satisfaction surveys Ask patient representatives, chaplains, social workers

Advertise at support groups or patient meetings

Advertise on website

Distribute recruitment materials

Brochure

Personal invitation or postcard



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Selection process

Application Identify interests

Describe care experiences

Why do you want to get involved?

Interview

At least 2 participants

Experienced advisors may interview

Acceptance/Rejection letter


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Training



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Training patient and family advisors

Training topics

Hospital/facility overview (mission, vision, values) Confidentiality

Meeting etiquette

Purpose of committee

Expectations (how many meetings/year, etc)

Committee details (who, what, when, where)



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Training patient and family advisors

Who will complete the training?

Staff liaison Volunteer services

Requirements?

Background check

Immunizations/TB skin test

Other considerations

Stipend

Parking

Childcare



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Sample training schedule

Volunteer orientation 2 hours

Hospital overview Confidentiality Customer service Volunteer benefits

Advisor orientation with PFCC manager 45 mins 1 hour How to be an effective advisor Meeting etiquette Advisor benefits

Committee orientation with committee chair 45 mins to one hour Purpose and charge of committee Committee membership Logistics Review of last meeting minutes



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Training staff to work with advisors

Training topics

Tips for working with advisors Use of jargon

Confronting your own feelings about working withadvisors

Advisor information Assign a buddy for the advisor



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Helpful hints for integrating advisors

If the committee is established, provide committee

member training one meeting before the advisor joins.

Debrief with advisor for first few meetings. Include

committee chair and staff liaison.

Provide staff opportunity to debrief after first fewmeetings.



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Building partnerships



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Working with patient and family advisors

Patients and family members as:

Essential members of the health care team Collaborative partners in hospital policies,

procedures, and practices



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Principles for effective partnerships (Part 1)

Practice exercise: Patient and family engagement or not?



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Scenario 1

Three patient and family advisors are invited to join a

patient safety team that is beginning an initiative toimprove medication reconciliation



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Scenario 2

An administrator invites patients and families to comment

on the final plans for the facilitys upcoming renovation



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Scenario 3

A multidisciplinary committee develops new educational

materials about diabetes management and treatment forpatients and their families



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Scenario 4

A surgeon asks family members who experienced a

complicated surgical procedure with their adult son tojoin the surgical residents noon conference to discuss

what communication from physicians was helpful and

what was not



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Principles for effective partnership (Part 2)

Define a clear role for advisor participation

Provide opportunities to contribute where advisors canmake a tangible difference

Give information about the purpose, goals, and intended

outcomes of the effort

Clearly define expectations, including timelines, deadlines,and responsibilities



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Principles for effective partnership

Designate a staff member or key contact for working with

patient and family advisors Provide background information on the project

Avoid acronyms and jargon whenever possible

Invite participation

Listen with an open mind



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Potential barriers to partnership

System barriers

Lack of provider champion

Lack of consistency

Goal not clearly defined

Specific tasks for patients and families not clearly defined

Insufficient funding

Mental barriers

Lack of time

Patients and families just wont understand

Lack of transparency



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Overcoming barriers

Thoughtful planning

Attitude checklist Education

Experience working with patient and family advisors

Time



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Strategy 1: Working With Patient and Family Advisors Training(Tool 11)

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Sample Tools

Ti f ki i h d i /


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Tips for working with advisors/partners


Advisors offer a unique and important perspective to help us see care and processes from adifferent vantage point. We must recognize that patients and family members are the expertsin their own experience. Advisors are full members of the committee.

Ask for the opinions of patient and family advisors during discussions, encouraging theirparticipation and validating their role as committee members.

Avoid using jargon. Explain technical terms when used.

Recognize there will be tensions and differing opinions and perceptions.

To avoid becoming stuck in the emotion of an advisors negative experience,acknowledge the experience and ask if there was anything supportive, helpful, orpositive for the group to learn from the situation. Ask for ideas and suggestions toimprove the situation.

If a personal story becomes too long, suggest that some policy implications can be

learned from the story and that there may be other more appropriate forums to share thisstory.

Remember, we need the patient and family advisors as much, if not more, than theyneed us!

Ti f b i d i /


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Tips for being an advisor/partner

Believe that your investment in your own health experiences or your family members willhelp you in making a difference for others.

Get involved in more than one issue or agenda item.

Practice active listening and listen with empathy.

Avoid assumptions. Dont judge someone based on appearance, diagnosis, profession,etc.

Respect the perspectives and experiences of others.

Interact positively with many different kinds of peopleculture brings its own perspective!

Speak comfortably and candidly in the group.

Work in partnerships with others. Learn negotiation skills.

Share insights and information about experiences in ways that others can learn fromthem.

See beyond your own personal experience.

Remember we are all in this together.

Expect the best! 39

Bi k h l


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Biosketch example

Name, Contact info

Personal information

Work/educational background

Hobbies/Interests

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photo

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Resources

AHRQhttp://www.ahrq.gov/professionals/systems/hospital/engagingfamilies/index.html

Orientation ManualTraining templatesAdvisor applicationsLetters of acceptance/rejection

Institute for Patient and Family Centered Carehttp://www.ipfcc.org/

Tips for recruiting advisorsStaff training exercisesLinks to other institutions

Many tools for advancing PFCC

http://www.ahrq.gov/professionals/systems/hospital/engagingfamilies/index.htmlhttp://www.ipfcc.org/http://www.ipfcc.org/http://www.ipfcc.org/http://www.ahrq.gov/professionals/systems/hospital/engagingfamilies/index.html


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Collaboration means that no one interest group is

always right. It means taking what you think and

what I think, and what someone else thinks, andcoming up with something that works for

everyone.

Bev Crider

From: Essential Allies,

Families as Advisors


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Documents

AHRQ Working with Patient and Family Advisors