Patient Family Advisory Council - ASHNHA · 2020-05-19 · Patient Family Advisory Council Conception, Inception, Implementation and Growth. 2013- 2017. Jackie Levin RN, MS AHN -BC,

Patient Family Advisory Council

Conception, Inception, Implementation and Growth2013- 2017

Jackie Levin RN, MS AHN-BC, NC-BCPatient Experience

Jefferson Healthcare

Presented at WSHA-ASHNHA Partnership for Patients Safe Table May 17, 2017

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Jefferson Healthcare Medical Center• Critical Access Hospital

• 25 IP beds, Family Birth Center, Swing Bed, ICU

• Multiple Primary Care Clinics

• 24-Hour Physician Staffed Emergency Department

• Medical Services– Rehabilitation --Family Birth Center– Oncology --Diagnostic Imaging– Wound Care --Home Health and Hospice– Sleep Clinic --Anticoagulation– Orthopedics --Urology– Laboratory --Behavioral Health– Surgery --Wellness– Women’s Clinic --Cardiology Services

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Timeline: 2012 - Present

Conception2012

Inception2013

Implementation2014

Growth2015- Present

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CONCEPTION: 2012

• Leadership Commitment and Directive– CEO– CNO

• Chair: Patient Advocate

• Administrative Support

• Reporting Structure: Executive Quality Committee

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Inception: A Team Approach 2013

• Team approach– Human Resource support and input– Developed application and Interview questions

• Service Excellence Committee Subgroup– Reviewed the literature– Determined Qualities/Qualifications of PFAC members– Decided initial size of committee (10 people) and staff : PFAC members ratio

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Recruitment of Members• Community Members

– Getting the word out • Primary care office • Newspaper ads• Local bulletin boards• Patient Advocates

• Staff Members– Request emails went out to Directors for members– 1 year commitment, paid time

• Interview process– 6 person Panel

• Multidisciplinary• Inpatient, ED, Clinics

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Implementation• Human Resource Process

– HR Vetting – New Employee Orientation

• PFAC Orientation– Introductions– Mission, Vision and Values of PFAC– Charter Development

• Agenda each meeting sent out the week before

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Introductions• “Bring a small object that represents for you

the meaning and purpose of PFAC.”

• Intention: – Generate from the members, the foundational

philosophies of PFAC– Hear unique voices and personal stories– Listening, connecting, understanding, openness

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Objects and Statements

Objects• Dollar Bill• Car stuck in the mud• Elephant stuffed animal• Headphones• Heart-shaped stone• Grandmother’s necklace

Statements• Ensure my input is valued.• Be open to new ideas• Safety to speak up• Importance of Listening• Caring • Patient Voice and Choice

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Charter, Mission, Vision, and Values Development

• Take Your Time• Do this with the members, not before the start of

the Council• Read many mission, vision and values statements

• Complete Charter, Mission, Vision and Values

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Mission, Vision, PurposeMission:Our mission is to serve as an advisory resource for Jefferson Healthcare on providing excellence in person centered care.

Vision:The patient is at the heart of all decisions. The Jefferson Healthcare Patient & Family Advisory Council is dedicated to advancing comprehensive and compassionate health care.

Purpose:Patient & Family Advisory Council will have an active role in improving the patient and family care experience by identifying opportunities, gathering and providing feedback and perspectives on Hospital plans, activities, and programs related to patient and family centered health care.

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Growth: Integrating and Infiltrating• Patient Advocate identifies patient concerns• Invite Directors to PFAC Meetings to hear concerns• Directors want patient /family input—request to be put on the

agenda• Kaizen Events (Six Sigma-small tests of change)• Secret Sleeper in Acute Care Unit• Hospital Committees

– Health Equality Committee– Ethics Committee– Patient Billing Experience

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PFAC Members Photo

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Accomplishments: Year One Highlights

• Day in the Life of a Patient Tour

• Recommendations on the implementation of MyChart

• Signage recommendations

• Kaizen: Financial Committee streamline the Compassionate Care application process

• Kaizen: Review the Walk-In clinic waiting times

• Suggestions for greater transparency of medical charges

• Parking during construction

• Revision of the Inpatient and Family Handbook

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Accomplishments: Years 2 and 3 Highlights

• Advance Directives Policy

• Secret Sleeper

• Diabetes Education

• Signage-New Building

• Attendance at the Beryl Institute Patient Experience Conference

• Ethics Committee

• Quiet at Night Committee

• “Shop Local” Newsletter by PFAC Member

• Primary Care Call Center Kaizen

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Attend a Patient Experience Conference

• Conferences:– Beryl Institute– Studer Group– Patient Experience Summit– Next Generation Patient Experience

• Why Attend?– Join and advance the patient experience movement– Learn leading edge strategies and technologies for engagement– Inspiration, connection and new ideas

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Challenges and Potential Pitfalls

• Getting the word out to—Internal and External Marketing– Department Directors and Staff– Community

• Not engaging PFAC for input with hospital or department changes– New building in design and construction phases– New process with anticoagulation services

• Concern from staff and directors—”Are they going to yell at us?!”

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Quiet at Night Project

Situation• Low quiet at night scores on

Surveys, lower than benchmark

Background• Part of Strategic Plan to

improve patient experience• Moved to 12 hour shifts• Unable to improve scores

Assessment• Unable to improve scores• Unsure of problem

Recommendation• PFAC member: Secret Sleeper

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Secret Sleeper Experience

Biggest Noise Makers• Opening pop cans, garbage

bags, squeaky wheels, dish collection

• Staff talking down hallway• Door latches: patient room,

bathroom, kitchen, med room

Noises that did not “disturb” • Unavoidable sounds of monitors• Quick responses by nursing staff

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Unit Changes Implemented

Environmental Services• Staff instructed to open garbage bags before 8:00 PM at end of

hallways—without snapping• Remove evening dishes before 8:00 PM

Nursing Staff• Yacker Tracker reminders• New cart purchase• Repair of squeaky wheels • Reduce use of Kitchen Door

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Secret Sleeper Outcomes2nd Overnight 1 Year Later

Improvements• Noise quieted down around

9:00 PM• No bags snapping or cans

snapping• Less door noise from kitchen• Nursing station quieter• Quieter carts/wheels

Continued Noise• Staff talking while walking down

hallway• Unavoidable alarms• No significant improvement in

Survey scores• Student Nurse Project

– Review best practices– Learn what more we can do

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Future Plans

• Patient/Family Feedback Forums– ED, Inpatient, Surgery, Clinic

• PFAC member to join PFAC Chair to Beryl Conference 2018• Increase membership on hospital committees

– ACU/ICU– Patient Access in Primary Care Clinics– Palliative Care Committee

• Committees and Teams run by PFAC Members– Advance Directives– Volunteers

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"The analyses upon which this publication is based were performed under Contract Number HHSM-500-2016-00077C entitled, "HospitalImprovement Innovation Network," sponsored by the Centers for Medicare & Medicaid Services, Department of Health and Human Services."

Documents

Patient Family Advisory Council - ASHNHA · 2020-05-19 · Patient Family Advisory Council Conception, Inception, Implementation and Growth. 2013- 2017. Jackie Levin RN, MS AHN -BC,