understanding the patient as the patient and the clinician
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DR. BRAD BERKCEO University of Rochester Medical Center
“Understanding the Patient as the Patient and Clinician”
Bradford C. Berk, MD, PhD
September 25, 2012
MedTech 2012 Annual Conference
Back to work
Thanksgiving 2009
I’ve learned what’s important
• Treating patients and families with dignity and respect
• Showing compassion and attentiveness• Valuing the patient and family
as an integral part of the
health care team• Listening to our patients
and their families
Mission Statement
Using Education, Science and Technology to Improve Health
The healing power of touch
Compassion – We need to show we care Attentiveness – We need to pay attention to
show we care
My personal experiences:
• as a leader, • a care provider and• a patient
Patient and Family Centered Care (PFCC)
A set of principles and values that when implemented successfully improve quality, safety, and long-term outcome. In addition, data shows improvement in patient, family, care provider, and staff satisfaction.
Transforming a culture
Patients and families are repeatedly telling us we need to do better in these areas:
• Response to your concerns/complaints
• Staff addressed your emotional needs
• Staff included you in decisions regarding treatment • Nurses and Physicians kept you informed
• Staff worked together to care for you
• Time physician spent with you
Communication, Compassion and Attentiveness are Critical
URMC components of PFCC
SafetySafety
QualityQuality
CourageCourage
CaringCaring
Patient and Family-
Centered Care
Patient and Family-
Centered Care
Creating value enhances PFCC
Create Value (Quality/Cost) by implementing LEAN process improvement strategy
Eliminate waste in our system without diminishing the patient experience
• remove extra steps in patient flow• simplify operational processes• eradicate duplicate and unnecessary paperwork
results in better patient and staff satisfaction
Utilize LEAN approach to help create a patient and family-centered care culture
Building a PFCC Culture
Areas of Focus:
• Facility• Medical Advances• Information Technology• Delivery of Care• People
Facility
PFCC requires a comfortable supportive environment
private rooms with family
sleeping spaces atmosphere that promotes healing
• Cancer Center Expansion• New Children’s Hospital • Upgrade of Current Facilities
Information Technology
eRecord will promote PFCC
provides immediate and more thorough understanding
provides improved communication among providers
can identify high-risk patients to ensure comprehensive care plan and enhanced communication
can encourage attentiveness and compassion
o i.e. electronic sticky notes can enhance patient and provider’s bond by reminding care providers to engage in topics most important to patient
“I am very sorry to know that you recently lost a loved one” “I understand you are anxious to return home to care for your cat”
Transforming the way we Deliver Care
encourage patient/ family involvement
promote practices to improve patient/family and provider communication (i.e. rounding and shift change at the bedside)
breakdown silos – enhance communication among providers and multidisciplinary care teams
develop specialized Hospitalists to promote efficient, but compassionate care
shift from episodic approach to care to full continuum of care
advanced medical homes
People are the most important part of PFCC
Train all medical staff and employees to be respectful and offer compassion
• How we communicate determines how effectively we convey compassion and attentiveness
• We need to convey to our patients compassion and attentiveness by communicating about things that matter to them
• The healing power of touch
Our employees need to feel cared for to provide patient/family-centered care
Staff need to be: treated with respect supported empowered recognized
Caring for the caregivers
PFCC across URMC delivery system
GCHAS
URMC PFCC Steering Committee
SMH Highland Highlands at Brighton
Highlands at Pittsford
VNS
Patient and Family Members
Creating an ICARE Culture
Integrity - Compassion - Accountability - Respect - Excellence
Patient Satisfaction on the Rise
Strong Memorial Hospital
Our Patients are Seeing a Difference
Percentile Rank – as compared to UHC Academic Medical Centers
Scores Rising Across URMC
Press Ganey Patient Satisfaction Scores
Highland Hospital
Benefits of Higher Workforce Commitment
24
Morehead defines Workforce Commitment as…
•Demonstrating energy and enthusiasm for one’s job
•Loyalty to the organization – greater likelihood to stay employed
•Pride in the organization and willingness to recommend the organization as a place to work and to receive care
•Greater overall satisfaction
The Benefits are…
• More satisfied patients
• Improved productivity
• Increased cultural commitment
• Higher quality outcomes
• Stronger financial performance
• More positive image in the community
Organizational Workforce Commitment
25
“I’ve learned that people will forget what you said,
people will forget what you did, but people will never forget
how you made them feel.”
- Maya Angelou
Thank You
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