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Consumer Engagement Strategies. ME Quality Counts Webinar August 28, 2012. Jennifer Sweeney Director Consumer Engagement & Community Outreach. About us. National Partnership for Women & Families - PowerPoint PPT Presentation
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Consumer Engagement Strategies
Jennifer SweeneyDirectorConsumer Engagement & Community Outreach
ME Quality Counts WebinarAugust 28, 2012
About us
National Partnership for Women & Families• National, non-profit, consumer organization with 40
years of experience working on issues important to women and families.
… The same things other stakeholders want:
Better care experiences
Better outcomes
Lower costs
This is good news—a shared vision for health care transformation!
Patients/Consumers Want….
So How Do We Get There?
“Need to Shift Our Mind-Set”
All stakeholders
Dispel the Myths/Change the Culture
What patients say they want is nice and important but we don’t have time—what matters are clinical outcomes.
Patients always want everything—the latest drug, the newest test, the most expensive procedure.
Other stakeholders know what patients want. If we just build the system the right way, they will come.
Collaborative Consumer Engagement = Patient-Provider Partnership
CCE Four-Part Framework:
Point of care—shared decision-making Governance—patient and family councils Community—connecting with community resources Policy—federal, state, etc.
Collaborative Consumer Engagement
As a Strategy for Improvement
What to Watch For…
System-Driven, Provider-Centric Care
Care is organized around the priorities of those who provide care and manage the system
Getting consumers to do what we want them to do
Without them
Consumer-Friendly/Patient-Focused Care
Other stakeholders still know best Doing to and for patients, not with patients
Georgia Health Sciences University (GHSU) patient-provider partnership outcomes: Improved patient satisfaction scores. Decreased staff vacancy rate from 8% to 0% in 3 years. Decreased malpractice expenses from $2.5 million to $1.12 million—a 60% reduction. Decreased average length of hospital stays for neurosurgery by 50%. Decreased medication errors by 66% over 3 years, despite an increase in the number of
discharges by 15%. Dana-Farber Cancer Institute (DFCI) patient-provider partnership outcomes:
More than a decade free of fatal medication errors. 90% reduction in ambulatory medication list errors.
Blanchfield Army Community Hospital patient-provider partnership outcomes: Improved patient satisfaction. Improved staff and physician job satisfaction. Achievement of prevention and screening goals.
Emory Healthcare Patient-provider partnership outcomes: Reduction of “near misses” and errors. Patient experience ratings climbed to the 90th percentile.
Vidant Health Patient-provider partnership outcomes: Improved staff and physician satisfaction increased. Decreased nurse turnover from 15% in 2008 to 5% in 2011. Decreased hospital acquired infections (by half in the past two years). Decreased serious safety events (73%since 2007).
Evidence
Engage patients/families in QI and redesign efforts
Involve patient/family advisors in “walking rounds” to assess care delivery from patient perspectives.
Develop/assess patient/family information, educational materials, websites/portals, decision-support tools.
Review patient experience survey data and other patient feedback and jointly develop interventions.
CCE in Action
9
For more information
10
Contact:
Jennifer SweeneyDirector, Consumer Engagement & Community Outreachmer Engagement [email protected]
Follow us:
www.facebook.com/nationalpartnershipwww.twitter.com/npwf
Find us:
www.NationalPartnership.org