Developing a Peer Support & Mentors Program in Kaiser … · 2018. 4. 14. · 15%. 20%. 25%. 30%. 35%. 40%. 3 or more hours per week. 1-2 hours per week. Less than 1 hour per week

©2017 Kaiser Permanente Design Consultancy

Developing a Peer Support & Mentors Program in Transgender Care @ Kaiser Permanente

©2017 HCD@KP | POWERED BY THE IMPROVEMENT INSTITUTE

Jonathan BullockNational LeaderPerson and Family Centered CareKaiser Permanente@JBullockNW @KPShare

Janet “Dexter” BorrowmanDirector, Care ExperienceMaui Health SystemAffiliated w/ Kaiser PermanenteNational Champion,Peer Support & Mentoring


Sara FloresAssociate ConsultantPerson & Family Centered CareKaiser Permanente@sarakflores8

Rashida McClenton, PMP, CPHQProject Manager IIClinical QualityThe Permanente Federation

Agenda

• Introductions and Preview• Background• Transgender Peer Support Program• Q & A


“Nothing about me without

me”


A changing mindset in health care


Gathering Feedback

CoDesign

Co-designers and partners in creating value and improving quality …

Advising &Consulting

Advisory councils, members on committees, grand rounds, subject matter experts …

We leverage all these approaches today as we strive to actively listen and partner with our members and their families at every touchpoint in their journey and across all our quality improvement and innovation efforts.

Story telling, video ethnography, shadowing, touchpoint mapping …

Diving Deeper

KP’s Evolution in Integrating Patients & Families

Surveys, focus groups, patient and member rounding… …

Gathering Feedback


What is CoDesign at KP?

staff

providerspatients

leadership

non-clinical staff

families


A basic recipe for CoDesign


SupportingCare

Peer navigation, peer led support groups…

Advising &Consulting

Co-Creating & Co-Designing

Gathering Feedback

Gathering Feedback

Diving Deeper

KP’s Evolution in Integrating Patients & Families

We leverage all these approaches today as we strive to actively listen and partner with our members and their families at every touchpoint in their journey and across all our quality improvement and innovation efforts.

©2017 HCD@KP | POWERED BY THE IMPROVEMENT INSTITUTE13

Peer support is a system of giving and receiving help founded on key principles of respect, shared responsibility, and mutual agreement about what is helpful.

It is about understanding another’s situation empathetically through the shared experience of emotional and psychological pain.

Mead


A Natural Solution to Patient & Member Support Needs

• Patients want to talk to other patient survivors

• Survivors want to give back – healing for them too

• Can be leveraged by clinicians to meet growing needs

• Intensive and/or targeted added support for little cost

• Loyalty factor for member retention, reputation, growth


The KP Journey to Adoption• Phase 1: THE PIONEER PHASE• Initial specific sites interest and incubation• Initial pilots and incubation

• Organizational interest at a few select sites

• Initial basic toolkit and informal community of practice

• Phase 2: THE LET’S INVEST AND BE DELIBERATE PHASE• Organizational investment in oversight, structure & resources• Funded, specific role to support and develop spread strategy

• Standardizing of policy and oversight

• Targeted promotion and support of new sites, conditions and journeys

• Phase 3: THE RIGHT THING TO DO EVERYWHERE PHASE• Organizational expectation that we provide broadly• Formal set of processes, resources and policies

• Resources committed to developing regional capacity to support

• Broad promotion and support of ongoing and new sites, conditions and journeys


1. Early Adopter Sites and Conditions (2014-2017)• Cancer & High Risk• Behavioral Health• Organ Transplant• Traumatic Brain Injury• Post-Partum Depression• PEDS Neuro-Surgery• NICU

2. Other Sites & Conditions Demonstrating Interest:COPD, Nephrology, Diabetes, Heart Health, Veterans Caregivers, Complex Care, Parkinson’s, MS, Transgender Care, Pediatric Disabilities, etc.

Spread


Peer Support / Navigation Models

1:1 support

less resource intense

support group

phone contactonline/virtual contact

office hours

treatment buddies

peer events

more resource intense



Methodology

• 135 members started the survey• 60 completed the survey • Survey was deployed for 1 month


79%

15%

63%

47%

31%

68%

7%

23%28%

22% 20%

13%

4%

50%

18% 20%

37%

6%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

Similar gender identity Similar racial identity Close in age Live relatively Close Similar Resources Received services I amseeking or going

throughVery/Somewhat Important Neutral Somewhat/Not Important at All

Response:N=60

If you were connected with a peer to support you, how important would the following characteristics be?


85%63% 58% 52%

0%10%20%30%40%50%60%70%80%90%

What kind of support would help you while getting health care?

62%80%

68%

38% 45%37%

15%25%

48%

0%10%20%30%40%50%60%70%80%90%

At what point in care would you like peer support & how?

How to get help preferences:1. In person at KP (77%)2. Email or online chat (73%)3. Phone/Text (70%)4. In person Outside KP (68%)5. Video chat / Skype (5%)

Response:N=60


57%

5%

27%

63%

5%

20%

0%

10%

20%

30%

40%

50%

60%

70%

Yes No Unsure

Giving or Receiving Peer Support

Receiving Support Volunteering to support

Response:N=60

Interested in receiving peer support or volunteering?


What additional support or resources would you need from Kaiser Permanente if you were

volunteering to support other Kaiser Permanente members?

67%68%69%70%71%72%73%74%75%76%

Connection toother PeerSupporters

A KaiserPermanentecontact toprovide

guidance,oversight, etc.

Access toKaiser

Permanentecare experts(e.g. socialworkers)

ResourceGuides

0%5%

10%15%20%25%30%35%40%

3 or morehours per

week

1-2 hoursper week

Less than 1hour per

week

I would like to do it,

don’t have time

Time

How much time would you be able to spend on this?

Program Office

HOW MIGHT WE… Create a peer support and mentor program that consistently provides for the transgender community. A program which includes:

• Practical information• Connecting mentee/members to internal and external resources• Sharing experience, emotional support, including patient advocacy• Accompanying mentees to appointments, procedures, classes, etc.• Capturing the needs and opportunities of mentee/members to accelerate

accountable improvement in clinical care.

A program with the ability to share information during a person’s journey but especially at these touchpoints of care:

• During provider selection• When starting hormones• Pre and Post Surgeries• Counseling

PROBLEMLack of a consistent peer support and mentoring program during a transgender patient ‘s journey.

INSIGHTS

“I am 55 years old and have a strong support system in place. I go to a group where younger trans and GNC folks need basic information about hormones and surgery, emotional support, working through family difficulty, dysphoria, not understanding insurance at all, fear of employer backlash, access to quality care”

“Help connect me to the right people within Kaiser to get my needs met.”

“Friendship, sisterhood, brotherhood were all in this together.”

“Patients need to know how to find trans-friendly/ trans-knowledgeable providers that match their needs”

“ Support for combatting barriers to the transition process”

SOLUTION PROTOTYPES

NEXT STEPS

The group identified 2 tiers of a peer support and mentor programs:

Tier 11) Support Group and Mentor Network

and2) Online resource hub

Tier 21) Virtual Network

and2) Office Hours and education

Interregional CoDesign: Transgender Peer Support and Mentor Program

• Identify sites in SCAL, NCAL, NW, & GA to pilot different prototypes.

• Create a Mentor Training Program, with cross regional elements & local customizable information & content.

COMMENTS FROM THE DAY:“ I like that I got heard”

“ Being able to meet trans people for other parts of the country”

“Knowing we are moving forward with concrete steps in mind”

Step 1: Build on the Survey in Gather Experiences

• Survey results established the stages/topics to explore further• Participants identified positive and disappointing elements

Step 2: Frame Disappointments into Call to Action

• Participants clustered opportunities to develop themes• Participants articulated themes in terms of calls to action• Participants ranked the themes using urgency and impact

Step 3: Using Possible Models to Generate Ideas• Participants evaluated the possibilities of each model using the

themes and calls for action as an anchor• Participants could suggest other models as well

Step 4: Selecting Ideas to Test• Participants used dot voting to surface most preferred• Trans participants got twice as many dots as staff

Prototypes

Southern California Region Northwest Region Northern California Region


Exemplar Programs



For More Information

Dexter [email protected]

Jonathan [email protected]

©2017 Kaiser Permanente Design Consultancy

Thank you!Jonathan, Dexter, Sara, Rashida

Documents

Developing a Peer Support & Mentors Program in Kaiser … · 2018. 4. 14. · 15%. 20%. 25%. 30%. 35%. 40%. 3 or more hours per week. 1-2 hours per week. Less than 1 hour per week