e9 helga avila - patient voices and process improvement at viha
TRANSCRIPT
Patient Voices
and Process
Improvement
at VIHA
Quality Forum
Presentation By
Helga Avila
Manager Process
Improvement
February 28, 2013
Mental Health & Addictions Process Improvement
• Patient experience session facilitated by Impact BC.
• 4 patients plus their caregivers at event
• Recruited by program
Maternity Clinic
Process and Facility Design
• Focus groups (4) & surveys (online & paper)
– Socially at risk focus group (9)
– Aboriginal urban (9) & rural (4) focus groups
– Medically at risk focus group (6)
– Not at risk surveys (364 responses)
• Socially at Risk - Recruited by Community Health Nursing – Saanich Neighbourhood House
• Aboriginal – Recruited by Public Health Nurses & Victoria Native Friendship Centre
• Medically at Risk - Recruited by Acute Perinatal program
• Not At Risk - Surveys and survey links distributed at Health Unit Prenatal education classes
Maternity Clinic
Process and Facility Design
Oceanside Process Design
• Patient journey mapping
• 2 patients and 2 caregivers
• Recruited through the Alzheimer’s Society
Mt Waddington
2 First Nations Sessions
A Spectrum of Engagement
Inform Input Make
Decisions
Share Accountability
Co-Lead
Where should we be?
A Spectrum of Engagement
Inform Input Make
Decisions
Share Accountability
Co-Lead
Transparency
Expectations
Risk
Ownership
Trust
Risk/Issues including Patients in Lean Projects
– When and how to engage the patient varies between projects, consultation and sensitivity is required when making these decisions.
– Need to be very clear on the patient’s role as a partner, type of engagement and the commitment required.
All patients have a rich history beyond their illness, respecting any professional perspective patients bring to events is important.
Benefits including Patients in Lean Projects
• Need to manage patients’ expectations regarding the speed of change and the need to prioritize implementation of ideas. Some things take longer to change than someone from outside the system might anticipate.
It takes time to prepare for patient sessions; include and follow-up immediately post event with patients, especially if ongoing follow-up is required to provide progress updates or collect additional perspectives.
Communication
Continuous Engagement
It’s important to circle back to the patient while developing solutions to service gaps and when mapping the future state. Making assumptions that we know the answers will render and or
magnify process flaws.
Using the Tools
Process mapping is a technical tool
that includes listing and grouping
issues, the risk is that the essence of
what the patient is trying to convey
might be diluted by the technical
process.
– Risk of overusing the patient voice to the extent that stakeholders become numb to the experience.
– Not incorporating the patient’s perspective when it has been collected.
– Risk that the patient’s expressed experience is not respected.
Thank-you! Helga Avila, Manager Process Improvement
Vancouver Island Health Authority