involving patients and families in improvement work
TRANSCRIPT
Involving Patients and Families in Improvement Work
A Case Study and Practical Guide
Beryl ConferenceDallas, TX
April 10, 2015
© 2014 Virginia Mason Medical Center
Who We Are
• Kathy Leicester- Leadership & Communication Consultant, Patient-Family Partner since fall 2013
• Amy London- Lean Specialist and Experience-Based Design Faculty since 2007
• Ann Hagensen- Registered Nurse and Project Manager Patient-Family Partner Program since 2013
© 2014 Virginia Mason Medical Center
Session Objectives
• Distinguish important steps for applying tools for recruiting, orienting, and assessing applicants
• Identify common pitfalls during implementation of a patient-family partner program
• Develop the skills to listen to the “story behind the story”
• Hear about successful matching strategies
© 2014 Virginia Mason Medical Center 4
Culture of an Organization
Culture + Framework = Success
© 2014 Virginia Mason Medical Center
© 2014 Virginia Mason Medical Center
Virginia Mason
© 2014 Virginia Mason Medical Center
Virginia Mason Production System
Toyota Production System philosophies and
practices have given us an effective
management approach focused on
achieving:
• Customer first
• Highest quality
• Obsession with safety
• Highest staff engagement
• A successful economic enterprise
© 2014 Virginia Mason Medical Center
Time
Defects
Motion
Transportation
Inventory
Overproduction
Processing
Taiichi
Ohno’s
7 Wastes
Relentless Focus on Waste
Key Objective: Reduce the burden of work on the worker. That includes our patients, family and other customers!
Waste is any task or item that does not add value from the perspective of the customer.
© 2014 Virginia Mason Medical Center
Emotional Experiences Matter
Technical tools of VMPS are great• Measure time, flow, defects, etc.
• Tended to flow processes from our perspective
But what about the emotional experiences of our customers?
• How do negative experiences impact flow and quality?
• What does their process flow look like?
• How can we incorporate their stories and emotions?
© 2014 Virginia Mason Medical Center
Experience-Based Design Is . . .
A philosophy and set of methods focused
on an understanding of the experiences and emotions of those who are involved in
receiving and delivering healthcare services, striving to understand what people naturally
do and feel.
What really matters to our customers?
© 2014 Virginia Mason Medical Center
EBD Helps Bust Assumptions
© 2014 Virginia Mason Medical Center
Our Vision
14(Professor Paul Bate, UCL 2007)
© 2014 Virginia Mason Medical Center
Shifts in Thinking Under Way
From To
One patient on the team Half patients, half staff
Designing for patients and
families
Designing with patients and
families
Listening to voice of one or
few
Listening to voice of many
Convenient sampling Broader sampling
Conventional surveys More qualitative data
EBD data for events only Creating a habit of listening
to fuel kaizen plans
© 2014 Virginia Mason Medical Center
Patient-Family Partner Program
Gaining the “voice of the patient”
through surveys and random interviewing
Virginia Mason team members represent the patient voice
EBD formally began with development, testing of the emotion word list and implementation
RPIW created a patient
recruitment strategy
Innovation Event
PFP recruitment
and development
First Innovation Co-Design
Event
Kaizen Eventcreated
standards for preparing
teams
108 PFP and growing stronger!
Recruiting, Onboarding, and Implementation
An ongoing source of learning for our organization
© 2014 Virginia Mason Medical Center
Recruitment Step by Step
• Added a question to an existing patient survey
• Resulted in 500 responses in 3 months
• Held information sessions
• Developed an application process
© 2014 Virginia Mason Medical Center
Information Sessions
© 2014 Virginia Mason Medical Center
Recruitment Refinement
• Went electronic with survey responses
• Email message each week
• Link to an online application
• Created a readiness checklist
© 2014 Virginia Mason Medical Center
Onboarding Process Step by Step
Receive and review application via email
Call for phone interview
If unsure after phone interview, invite for an in-person interview
Invite to 2-hour orientation
Grant access to web-based volunteer management system
© 2014 Virginia Mason Medical Center
Interview Step by Step
Using the interview form, listen and take notes
• Basic complex thinking skills
• Strong communication skills
• Flexibility/Adaptability
Listening for the story behind the story
Digging into examples from application
22
© 2014 Virginia Mason Medical Center
Interview Practice
23
© 2014 Virginia Mason Medical Center
The Art of Matching
Right Opportunity
Experience
Readiness to Engage
Skills
24
© 2014 Virginia Mason Medical Center
Preparing Teams Step by Step
Normalize involvement of
Patient-Family Partners
Email introductions
between workshop leaders
and Patient-Family
Partners
Support by providing: name
badges, parking and meal
vouchers and escort to first
day
© 2014 Virginia Mason Medical Center
Opportunities for Involvement
Process Improvement Workshops
Speaking to the Board
Review & Provide
Feedback on Patient
Education Materials
Family Faculty
Attend VMPS Classes
Panelists on Professional Recognition
Events
Peer to Peer
26
© 2014 Virginia Mason Medical Center
2014 Snapshot of Involvement
Role # of participants
Content reviewers 72
Individual speakers 26
Panelists 22
On kaizen activities (kaizen events, RPIWs and
innovation events)
76
Total encounters 196
© 2014 Virginia Mason Medical Center
Products from Improvement Events
© 2014 Virginia Mason Medical Center
Patient Stories from 2014
© 2014 Virginia Mason Medical Center
Patient-Family Partners
• Insightful about what we do well and areas where changes may be needed
• Help us prioritize and make improvements based on patient- and family- identified needs
• Challenge our assumptions by coming up with new ideas and solutions
© 2014 Virginia Mason Medical Center
Lessons Learned
• Share the organizational commitment to partnerships with patients
• Coach patients/family members just like staff
• Prepare staff teams to work with patients/family members
• Use the same chain of command processfor barriers
• They want to work!
• We are better together!
32
© 2014 Virginia Mason Medical Center
Pitfalls During Implementation
• Set up is important
• Onboarding is labor intensive
• Trust your “scratch & sniff test”
• Address the mental health issues of potential partners
• Plan for communication logistics
© 2014 Virginia Mason Medical Center
Next Steps
• Make patient-family partner preparation less operator dependent
• Use volunteer matching web portal to simplify matching process
• Continue to remove fear and assumptions of working with patients and families
The Cycle of
Generosity
Connection
Purpose
the
foundation
for
Virginia Mason Staff
“The Insiders”
Patient-Family-Partner
“The Outsider”
© 2014 Virginia Mason Medical Center
Reflection
• Do you have a silver bullet for matching?
• What does patient-family engagement (PFE) look like at your organization?
• What is your biggest hurdle to PFE?