NORTH SHORE MEDICAL CENTERPatient/Family Advisory Council (PFAC)

Successes, Challenges & the Future

Health Care For All WebinarFebruary 12, 2014Martha Burgess Page, MSN, RN, CPHQ, Director of Patient Safety, Co-Chair, PFAC

1

2

3

NSMC serves an extended community

1. NSMC Salem Hospital

2. NSMC Union Hospital

3. Mass General for Children at NSMC

4. NSMC Magnetic Imaging

5. NSMC Heart Center

6. NSMC Women’s Center

7. Mass General/North Shore Center for Outpatient Care

8. Spaulding Hospital North Shore*

Communities with one or more North Shore Physicians Group primary and specialty care practices

* Member, Partners Continuing Care

4

NSMC Services Many People, Many Communities

2nd largest community hospital system in Massachusetts*

13th largest overall hospital system in Massachusetts*

FY 2013

Outpatient visits 207,893Inpatients admitted to our hospital 19,835Brand new patients (births) 1,359Emergency room visits 89,298 Physicians on active staff 593

* Boston Business Journal ranking based on 2010 net patient service revenue

5

We’re a Member of Partners HealthCare

A system of hospitals and caregivers that works together to provide better care to our patients.

Regionally and internationally-renown members» Brigham and Women’s Hospital*» Massachusetts General Hospital*» Spaulding Rehabilitation Hospital*» McLean Hospital*» Faulkner Hospital» Newton-Wellesley Hospital» North Shore Medical Center

* Teaching hospital affiliated with Harvard Medical School

founding members

6

NSMC Offers the Following Specialized Services

» Cancer Care

» Cardiac Surgery

» Interventional Cardiology

» Neurosurgery

» Thoracic Surgery

» Pediatric Specialties

» Reproductive Endocrinology

NSMC’s clinical collaborations with Massachusetts General Hospital

PFAC Development: The NSMC Process NSMC established a “Founders” Group in 2009

Goals included studying regulatory requirements and considering current culture to propose PFAC start-up

Information from other established PFAC’s was helpful in the formulation of a plan

Founder group charged with » Development of a mission statement, » Development of concrete ideas about new member recruitment» Defining a process for the selection of a community member co-chair

Full PFAC grew out of Founders Group

7

Current Membership – Helpful Variety

Community Members

Patient and/or family member experience+

Work and volunteer experiences:

VP Wellogic Tax Professional, H & R Block Home Health Administrator, Brooksby

Village Nurse Educator Director, Health Division Inspectional

Services, City of Lynn Director, The Phoenix School, Salem, MA Director, Purchasing & Vendor Relations,

Salem State University, Salem, MA

Hospital Members

Patient and/or family member experience+

Current roles:

Director of Patient Safety Director of Operational Improvement VP of Performance Improvement & Patient

Safety (PIPS), (PFAC Sponsor) Risk Mngt Specialist, RELATE Trainer Exec. Assistant, Strategy & Decision

Support Director of Pastoral Care Director of Pharmacy Manager of Patient Family Relations, HRO Exec. Assistant, PIPS

8

NSMC PFAC Mission Statement: Core Components

Commitment to partnering with patients, families and community members to integrate their perspective into how we deliver care to our patients

Patients, families, community and staff members use the Council as an avenue for collaboration and to have input into the design, delivery and assessment of care

Support sharing and promote mutual understanding among patients, families and the community regarding the status and outcomes of safety programs at NSMC

The ultimate goal is safe and patient centered care that is culturally respectful at all times

9

Accomplishments Co-chair from the community:

» Joined NSMC Patient Safety Risk Management Committee (4/4/2013)» Participated in week long “3P Project for ED Inpatient Care”, January 2014

“Safe Medication Disposal” pamphlet » Distribution in progress: active learning via “teachable moments”» First area of focus: High-risk populations

Provided information» “Engaging Patients & Families: Guidelines for Creating Focus Groups,

Improvement Teams & Committees” – revised

Collaboration with North Shore Physicians Group PFAC» First joint meeting 12/10/2013» Meet, Greet and a Future Together» Learned about plans to build new ED and medical-surgical pavilion

10

Accomplishments: Sounding Board (Examples)

Facilities re: Proactive Strategy for Handling Construction Impact (Central Utility Plant, Mac 6/Birthplace)

Case Management materials for Patients/Families

Data displays on inpatient units

ED to Inpatient Improvement Team re: options when transfer is delayed

Managers Advisory Group re: Davenport 4 Entrance

Partners Falls Risk Assessment & Intervention Project led by Patti Dykes, PhD, RN, Senior Nurse Scientist at BWH

11

Accomplishments: Our own web page!!!

12

Accomplishments:

13

Accomplishments: PFAC Education Includes RELATE Training (Reassure, Explain, Listen, Answer, Take action, Express)

Meaningful Use

Patient Centered Home

Lucian Leape Forum & Gala

Patient Experience Standards & Patient Centered Work at NSMC

Partners Enterprise Clinical System

NSMC Culture of Excellence & Strategic goals

Healthcare For All Annual PFAC Convention

14

Participation in local & statewide conferences

Health Care For All BWH PFAC Symposium

15

Challenges – mainly relate to growing pains Membership

• 50/50 and ideally > 50% members are from the community

• Diversity reflecting population served

• Action Items – – Focus Groups: if they can’t come to us, we’ll come to them

» Local full service senior living community

» Explore others, e.g. Community Health Centers

– Presentation at Salem State University (1/2014) - Veterans

– Publicize works of PFAC

Program management• Work load is surpassing current organizational structure’s capacity

• Action items:– Explore options

16

PFAC reaches out

Work in Progress

Recognition Award

Focus Groups at a local full service retirement community – 2/6/14» 1st Focus Group was held on 2/6/2014 and was a huge success!

Membership enhancement

Finalizing 2014 Goals

Communication Plan

Potential areas of future focus:» Projects across NSMC continuum of care:

• Goals of care for end of life• “Observation Status”

17

Thank you……..

Questions?

ContactMartha Burgess Page, MSN, RN, CPHQ

Director of Patient Safety & Co-Chair of NSMC PFAC

978-354-3011 or mbpage@partners.org

18