Patient & Family CouncilHotel Dieu Hospital, Kingston 2014 Annual Report

Message from the Chair

On behalf of Patient Experience Advisors (PEAs) and the Patient

& Family Council, I am delighted to tell you what a wonderful

experience it is to be a part of this initiative. As you read this

first annual report from the Patient & Family Council, you will

understand in greater detail the kinds of activities in which our PEAs

are enthusiastically involved.

Each of us is a patient or a family member of a patient of Hotel Dieu, but we

are only ten in number. As a Council, we will look to secure more input from

a broader group of patients and families in the coming year with a view to

identifying steps we can take as a hospital to improve the overall patient and

family experience here at Hotel Dieu.

As we move forward with recruiting more PEAs, we encourage you to give

this your consideration or pass the offer on to other family and friends whom

you think might be interested. If you would like to find out more, please

contact Elizabeth Bardon at 613-544-3400 extension 2656 or go to the Hotel

Dieu Hospital website at www.hoteldieu.com/PFCCpea.html.

Lynda McArthurPatient Experience Advisor and Chair, Patient & Family Council

Members of Patient Council September 2013 to June 2014:

Lynda McArthur, ChairAnn AvisSusan Bedell (May 2014 to present)Patti CoxMadison KoekkoekLinda Henson (September 2013 to January 2014)Rita MacDonaldDon MannJenoa Meagher (March 2014 to present)

Michelle MiatelloDavid Morgoch (Sept 2013)Sharon Noseworthy

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Dignity and Respect. Health care practitioners listen to and honor patient and family perspectives and choices. Patient and family knowledge, values, beliefs and cultural backgrounds are incorporated into the planning and delivery of care.

e.g., A Patient Experience Advisor (PEA) is a member of the Urgent Care Centre working group leading changes that will reduce wait times for patients, decrease unnecessary transfers to the Emergency Department, and realign resources to more effectively meet peak patient volumes.

Collaboration. Patients, families, health care practitioners, and hospital leaders collaborate in policy and program development, implementation, and evaluation; in health care facility design; and in professional education, as well as in the delivery of care.

e.g., PEAs provided input into our Patient Feedback policy.

Information Sharing. Health care practitioners communicate and share complete and unbiased information with patients and families in ways that are affirming and useful. Patients and families receive timely, complete, and accurate information in order to effectively participate in care and decision-making.

e.g., Three PEAs reviewed a cataract surgery information brochure and suggested simpler language and less frightening pictures.

Participation. Patients and families are encouraged and supported in participating in care and decision-making at the level they choose.

e.g., A PEA is partnering with the hospital to develop new tools to better support transportation, communication with and support of elderly patients with complex health needs. The goal is to improve the patient and caregiver experience.

Principles of Patient & Family-Centred Care

PurposeThe Patient & Family Council serves in an advisory capacity, making recommendations on matters that impact patients and families at Hotel Dieu Hospital. The Council also monitors and provides input into the activities and involvement of Patient Experience Advisors (PEAs) within the organization.

ResponsibilitiesProvide direction in the implementation and evaluation of the model of Patient & Family-Centred Care (PFCC) at Hotel Dieu Hospital, based on the 4 core principles of Respect & Dignity; Information-Sharing; Participation; and Collaboration;Actively promote and create new opportunities to advance PFCC in all areas of Hotel Dieu Hospital including recommendations for opportunities for enhanced involvement of patients, families and/or PEAs in the organization;Provide direction from the patient/family perspective for opportunities for improvement within Hotel Dieu Hospital;Identify opportunities to communicate about PFCC and Council successes and outcomes within broader HDH community;Receive bi-annual reports from the PFCC Grants Committee.

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What is the Patient & Family Council?

In its first year of operation, the Hotel Dieu Hospital Patient & Family Council divided its meetings between education of members about the Hospital, its programs, functions and key issues; and receiving, reviewing and providing input on reports from Patient Experience Advisors and administration, including those pertaining to safety, quality and risk.

Members participated in tours of Ear, Nose and Throat and Audiology areas; Cardiac Rehab Centre; and Ophthalmology. This year, Council received education about the Children’s Outpatient Centre; Pre-Surgical Screening and Peri-Anesthesia; the role of the Medical Advisory Committee; Patient Relations; Hand Hygiene; French Language Services; the Quality Improvement Plan; Hospital Annual Planning Submission; and Health Links. This first year’s focus on education helped to support the learning needs of our PEA members as they grew more comfortable with their role and the hospital.

An annual work plan guided Council’s monthly

meetings. The PFCC Grants Committee provided bi-annual reports to Council as a whole; and individual members reported on their activities to Council to share their experiences with each other. Quarterly risk, safety, quality and patient relations reports have been added to Council’s workplan to ensure that members have the opportunity to understand and weigh in on these key factors that influence patient care and experience. As Chair of Patient & Family Council, Lynda McArthur also provided bi-annual reports to the Operations Committee of the Hospital.

In May, Council members engaged in discussion about how they can best serve the broader patient/family population and identified a desire to connect more directly with patients and families to understand priority issues. Over the coming year, steps will be undertaken to determine how to gather more direct feedback from patients and families about issues of importance to them so that Council can help identify priorities and partner with the hospital to address these effectively.

Summary of Patient & Family Council’s First Year

Pictured left to right back row: Susan Bedell, Michelle Miatello, Rita MacDonald. Front row: Patti Cox, Don Mann and Ann Avis. Missing: Jenoa Meagher, Madison Koekkoek, Sharon Noseworthy and Lynda McArthur.

Message from Chair of PFCC Grants Committee In early 2013, a Patient & Family-Centred Care (PFCC) Grants Fund was created entirely through donations to provide an opportunity to support staff who bring forward special one-time projects/initiatives that will support PFCC at Hotel Dieu Hospital. Funds are made available through gifts that specify PFCC at Hotel Dieu; the gifts are made by donors to the University Hospitals Kingston Foundation.

Grant applications are received twice per year in autumn and spring. Each grant cycle provides for the opportunity to award a maximum of $2000, which may consist of several smaller grants or one larger grant. Under the authority of the Foundation, applications are reviewed by a group of no fewer than 3 Patient Experience Advisors at Hotel Dieu, with the final decision about whether and what to approve made by this group. Decisions are communicated to grant applicants, the Foundation and the Hospital at large immediately following the meeting at which the PEAs make the decision.

Since the inception of the grants, five awards have been made. In Spring 2013, the Child & Adolescent Mental Health Program received $500 to purchase art supplies and frames for a patient art gallery now on display in the Brock 5 hallway. This aligned well with the principle of collaboration and participation of patients in their care and environment. In addition, $500 was provided to the Adult Mental Health Program to refresh and enhance a patient consult/group room with new artwork, lamps, and other

environmental enhancements that enhance comfort and dignity. In the fall of 2013, the Child Development Centre was awarded approximately $1000 to purchase new furnishings, lighting and artwork for a room designed for their teen population. This funding helped the team better meet the needs of their older population who had expressed concern that they had no space of their own. This also better

meets the needs of patients with acquired brain injury who benefit from softer lighting. And in June of 2014, two grants were awarded to the Endoscopy Unit (totalling $2000) to repaint and refresh the Preparation and Recovery Areas where close to 6,000 patients per year have their scopes completed, and also to replace low toilets with higher, accessible models

which enhance safety and dignity for this population.

Following the completion of each project, Committee members are invited to visit the area to see first-hand the impact of the grants in enhancing Patient & Family-Centred Care at Hotel Dieu Hospital.

Committee members included:Linda Henson (spring/fall 2013)Patti Cox (spring/fall 2013 and spring 2014)Lynda McArthur (spring/fall 2013)Don Mann (spring/fall 2013 and spring 2014)Susan Bedell (spring 2014)Sharon Noseworthy (Grants Committee Chair – spring/fall 2013 and spring 2014)

On behalf of the members of the PFCC Grants Committee, I would like to say how rewarding it has been to be part of the process that awards grants to ensure that patients and their families have an enhanced experience at Hotel Dieu Hospital.

Sharon Noseworthy, Patient Experience Advisor & Chair, PFCC Grants Committee

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What is a Patient Experience Adviser?

One Patient Experience Advisor describes her experience:

Initially when recruited and oriented as a PEA, I was somewhat skeptical about the efficacy of this new role. I have since found the role to be very satisfying and that I have been given a voice and credence. I have had the opportunity to provide feedback about policies, patient education brochures, plans for hospital lab services, and the adequacy of resources for the elderly seeking care at this ambulatory hospital. As a member of a PFCC Grants Committee, I have been involved in the direction of funds to deserving hospital groups so that they could enhance their settings. I have been respectfully included in administrative meetings. I have seen interest in and the creation of initiatives directed by the feedback that I, along with my comrades on council, offered. When I attend PFCC council meetings with fellow PEAs, I find myself in the midst of eagerness, empathy and a group of optimistic engaged individuals intent on finding some way to make a positive difference for patients and their families.

The Patient Experience Advisor (PEA) role is a voluntary position that gives patients and families the opportunity to share their perspective, feedback and advice.

PEAs help us to hear the voices of patients and families and they bring that perspective to decision-making at Hotel Dieu. They help us to understand what matters most from the point of view of patients and families, and they help us to ensure we are providing safe, transparent and accountable health care.

PEAs participate in various hospital activities such as monthly Patient & Family Council meetings, public speaking, special projects, staff orientation and committees.

PEAs are champions and advocates for Patient and Family-Centred Care at Hotel Dieu. They work alongside us as partners.

To date, ten (10) PEAs are in place and contributing to Hotel Dieu Hospital.

PEAs complete mandatory education, sign confidentiality agreements, and participate in ongoing education each month as part of their role.

Some examples of PEA contributions to date include:Participating as members of committees such as Patient Safety Council, Ambulatory Clinics Committee of the MAC, Urgent Care Centre Steering Committee, LEAN Ophthalmology project; and Patient & Family-Centred Care (PFCC) Steering Committee;Reviewing policies and providing input (e.g. Assisting Patients and Visitors policy; Patient Feedback policy);Providing input on specific issues (e.g. suggesting language and graphics for privacy signage at registration desks; providing input into the re-location of a registration desk in a busy clinic; assisting with way-finding strategies; providing opinions about how to refresh physiotherapy space);Reviewing PFCC grant applications from staff twice a year and making decisions about which applications will be awarded funding;Working on special projects (e.g. designing and implementing communications tools to support the frail elderly; recommending changes to appointment slips; working to develop Point of Care Comment Cards);Providing input into key hospital plans such as the annual Quality Improvement Plan and the Hospital Annual Planning Submission;Sitting on hiring committees and providing the patient/family perspective on applicants;Speaking publicly (i.e. to residents, nursing students, at hospital events) about PFCC and issues important to patients and families.

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Initiatives on the Horizon:Under the leadership of PEA Jenoa Meagher and joined by PEA Rita MacDonald and PEA Susan Bedell, a short survey has been developed to be administered in two waiting areas over the early summer: Jeanne Mance 5 clinic waiting area and Diagnostic Imaging (DI) waiting area. The survey seeks patient/family input into guidelines that will be developed for new television screens that will be installed in a number of high-traffic waiting areas this summer.

Administered by volunteers, this survey will ask whether having a TV to watch provides welcome or unwelcome distraction for patients and families in waiting rooms, and will seek patients’ advice about volume levels, use of closed captions and selection of TV programming. Survey results will be summarized and provided back to the working group, who will then develop guidelines pertaining to TVs in waiting rooms.

Jenoa’s group also provided specific input into categories of paid advertising that they felt could be permitted on the new TVs, and ads that they felt would be of concern to patients and families and should not be permitted. Said Elizabeth Bardon, executive co-lead for Patient Experience and administrative representative to the Patient & Family Council, “Jenoa and her group provided very thoughtful and helpful feedback from the patient and family perspective about how paid advertising might be perceived by those in our waiting areas. There is an incredible level of sensitivity demonstrated by our Patient Experience Advisors. As an organization, we trust their advice and rely on their input because this honest feedback helps us to make better decisions.”

Patient Experience Advisors representing Hotel Dieu Hospital at an international conference in August 2014

Two Patient Experience Advisors from Hotel Dieu Hospital – PEA Patti Cox and PEA Madison Koekkoek – will represent Hotel Dieu Hospital at an International Conference on Patient & Family-Centred Care in Vancouver, BC in August of 2014.

Madison is working with Chief of Patient Care/Chief Nursing Executive Mike McDonald and Chief of Public Relations & Community Engagement Elizabeth Bardon to present a poster called, “Patient & Family-Centred Care as the foundational element through which a Canadian ambulatory hospital implemented its strategic direction of providing ‘Excellent Experience, Excellent Care’”. Madison has been hard at work gathering information from

her PEA colleagues over the past few weeks about their contributions as Patient Experience Advisors to include in the poster that will showcase how Hotel Dieu Hospital is partnering with patients and families in new ways.

Patti has been working over the past many months with Janine Schweitzer, Chief of Quality, Risk Management & Corporate Education, and Elizabeth Bardon on a project aimed at understanding more clearly the information needs of patients over age 75 with complex care needs and their caregivers. Patti, Janine and Elizabeth will present a 30-minute presentation to conference delegates about the work that has been done to survey patients, caregivers and long-term care homes about patient needs prior to a visit to Hotel Dieu; the information materials – including a patient checklist and a brochure for patient drivers – that have been developed in response; and plans under development to roll out additional supportive tools to make visits for this patient population safer and easier.

Dignity & RespectInformation Sharing

ParticipationCollaboration

We need Patient Experience Advisors!...because we know that successfully providing patient and family-centredcare depends on listening directly to those we serve.

...because Patient Experience Advisors can see, hear and feelthings that should be part of the conversation about how we areleading the way in providing excellent outpatient care.

...because your contribution will ensure that together we are building aculture of safe, transparent and accountable health care.

If being a Patient Experience Advisor appeals to you, then we ask you to complete an application indicating:

your experiences at Hotel Dieu Hospital within the past 5 years

why you are interested in becoming a Patient ExperienceAdvisor

and how you might like to get involved in the hospital.

To access and print off an application form, please visit www.hoteldieu.com and click on the Patient & Family-Centred Care link.

To speak with someone about the Patient Experience Advisor role, please contact Elizabeth Bardon, 613-544-3400, ext. 2656.

Hotel Dieu Hospital | 166 Brock Street | Kingston, ON K7L 5G2 | www.hoteldieu.com