Care Paradigm

8/12/2019 Care Paradigm

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CARE PARADIGM

Understand the findings and conclusions of the Patientand FamilyCentered

Care (PFCC) Benchmarking Project

Learn about effective methods for imlementing the core concets of PFCC

across the organi!ation

"ignity and resect

#nformation sharing

Particiation

Collaboration

The Institute for FamilyCentered Care (IFCC) defines* atientand family!entered !are

(PFCC) as"

$%n innovative aroach to the lanning& delivery& and evaluation of health care that is

grounded in mutually beneficial artnershis among health care atients& families& and

roviders'

#u!!essfully imlementin$ PFCC !on!ets re%uires a ma&or aradi$m shift"

PFCC means develoing collaborative artnershis ith atients and families to imrovecare and oerational efficiency and recogni!ing atients and families as e*ual& imortant

members of the care team'

PatientCenteredness

+ealth care should be based on continuous healing relationshis'

Care should be individuali!ed'

#t is imortant for atients to be involved in their on care decisions'

Patients and families should have better access to information'

+ealth care should become more transarent'

#,-.s $/i0 %ims for +ealthcare #mrovement are safety& atient!enteredness&

efficiency& effectiveness& timeliness& and e*uity'


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Communication roblems may lead to legal action for malractice12

Failing to understand atients. or families. ersectives

"elivering information oorly

"evaluing atient and3or family vies

"esertion

4he roject.s steering committee focused the study on the folloing key objectives1

4o assist U+C members in determining their PFCC strengths and imrovement

oortunities

4o identify useful metrics for monitoring rogress in achieving PFCC goals

4o develo an aggregate database of PFCC ractices in academic health

centers

4o discover ho organi!ations are successfully imlementing PFCC.s core concets to address

the rinciles of *uality care as outlined by the #nstitute of -edicine

Colla'orate ith atients and family adisors to"

#ncororate PFCC concets into mission& vision& values& lans& safety initiatives&

hilosohy& and scoe of care for each area

Create and describe a aid atient and family leader osition (suorted by aroriate

budget and resources) and ith rimary resonsibility for overseeing& coordinating& and

imlementing PFCC initiatives across the enterrise

/elect leaders and roviders ho ractice PFCC concets& e'g'& outsourced

service3e*uiment vendors& administrative leaders& and caregiversincluding medical

staff

Leaders must believe in and ractice PFCC concets and act as role models forthe organi!ation

+old staff and vendors accountable by including PFCC goals in job descritions& evaluations&

credentialing rocedures& and contracts


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Di$nity and Rese!t"

+ealth care ractitioners listen to and honor atient and family ersectives and

choices

Patient and family knoledge& values& beliefs& and cultural backgrounds are incororated into

the lanning and delivery of care

567 agreed that effective rocesses are in lace to ensure atients3families are greeted

in a friendly manner'

897 agreed that the ethnic3cultural diversity of staff is consistent ith the atient

oulations served'

6:7 agreed that the facility offers a healing& suortive d;cor'

6:7 agreed that conversations about atients are conducted aay from ublic areas'

897 agreed that confidential registration discussions are held in rivatelocations'

67 have a rocess in lace for atients and families to reort safety concerns consistent ith

?ational Patient /afety @oal A< (Patient #nvolvement)


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Room Desi$n and isitation Poli!ies +ften Don,t Proide Pria!y- Family #lee #a!e- or

A!!ess to Inatients

Total staffed inatient a!ute !are rooms that are riate rooms"

-edian 8:7

-ean 897

-inimum 87

-a0imum A::7

Inatient rooms ith family slee sa!e"

-edian A:7

-ean


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A87 of emloyees

A97 of volunteers

>7 of temorary staff and students3trainees

>7 of medical staff

67 of trustees

Patients and Families Rarely Colla'orate in Proider #ele!tion Pra!ti!es

>7 invite atient3family advisors to intervie clinical and administrative leaders'

67 ask atient3family advisors to hel in the selection of residents'

67 include atient3family advisors in selecting outsourced service and e*uimentvendors'

A57 indicated that rocesses are in lace to ensure that outsourced service and e*uiment

vendors ractice PFCC rinciles'

/elf=assessment and survey data revealed many oortunities to imlement PFCC

concets in non=clinical areas1

Degistration& scheduling& and access to services& e'g'& the need for simle&

consistent& and confidential registration and scheduling roceduresE convenientaccess to servicesE coordinated suort during scheduling and care transition&

etc'

Finance& charge& billing& and ayment rocedures& e'g'& the need for consistent&

easy and convenient ractices (simle language& combined coay& fle0ible&

online ayment otions& etc')

/0 or$ani1ations that arti!iate in Press Ganey Adult Inatient #atisfa!tion

#ureys su'mitted their most re!ent s!ores for 2ey PFCC %uestions"

0lanation of tests and treatments

#nformation given to family about condition and treatment

#nstructions given for care at home

#nclusion in treatment decisions


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?urses ket you informed

Physician.s concern for *uestions and orries

Aera$e PFCC s!ores ere !al!ulated"

6 organi!ations (997)1 G >8': (range >8'9 to >>'8)

A: organi!ations (857)1 G >:': and H >8': (range >A': to >6'5)

6 organi!ations (997)1 H >:': (range 5'8 to I'6)

stablish& evaluate& and routinely monitor PFCC erformance measures

Degularly collect comlaint and customer satisfaction information in all care

settings& including comarative e0ternal satisfaction benchmarks versus other

roviders

Jork ith atients and families to revie data& identify oortunities& and design&imlement& and monitor erformance imrovements

#t may be difficult to discuss satisfaction data ith atients and families but this is

essential to better understand the information and create solutions that ill

successfully address atient and family needs

4he #nstitute of -edicine endorses transarency in health care organi!ations to imrove *uality

and safety

The Most Imortant Ta2e3Aays From This #tudy

Patients and families are imortant& e*ual members of the care team and have the rightto articiate in decisions affecting the lanning& delivery& and evaluation of care'

"on.t assume that you understand and can effectively address atient and family needs and

concerns ithout sharing the data& asking their oinions& and involving them in designing

solutions to create a friendlier& more effective& efficient& and safer health care organi!ation'

Di$nity and Rese!t"+ealth care ractitioners listen to and honor atient and family

ersectives and choices' Patient and family knoledge& values& beliefs& and cultural

backgrounds are incororated into the lanning and delivery of care'

Information #harin$" +ealth care ractitioners communicate and share comlete and

unbiased information ith atients and families in ays that are affirming and useful'

Patients and families receive timely& comlete& and accurate information to allo them to

effectively articiate in care and decision making'

Parti!iation"Patients and families are encouraged and suorted in articiating in

care and decision making at the level they choose'


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Colla'oration" Patients& families& health care ractitioners& and hosital leaders collaborate in

olicy and rogram develoment& imlementation and evaluationE health care facility designE

rofessional educationE as ell and in the delivery of care'

Deliera'le

/urvey results

Project results and findings

Knoledge transfer resentations3Jeb conferences

Comendium of #nnovative /trategy reorts

Performance ,ortunity /ummary3/corecard

Field Book& 0ecutive /ummary& and %ction Plan

U+C.s PFCC listserver& roviding a netorking forum for members

U+C PFCC #mlementation /uort Collaborative (enroll by 53A)

%lso see the many PFCC resources& assessments& and training materials available from the

#nstitute for Family=Centered Care at htt133'familycenteredcare'org3inde0'html'
http://www.familycenteredcare.org/index.htmlhttp://www.familycenteredcare.org/index.html

Documents

Care Paradigm