The high reliability safety movement, which has resulted in more than 25,000 staff and physicians in Connecticut trained in high reliability safety behaviors since 2011, is now expanding to engage patients and families in quality and patient safety.

As part of this work, hospitals and patient care advocates are collaborating, through CHA, to build and strengthen patient family advisory councils. The kickoff event for this effort is Partnering with Patients for Better Healthcare: Establishing and Sustaining Patient Family Advisory Councils to Help Eliminate Harm.

The program will feature keynote speakers Kim Blanton, Volunteer Patient Advisor at Vidant Health System, and Rosemary Gibson, Senior Advisor at The Hastings Center. Panelists will provide hospital examples and best practices for Patient Family Advisory Councils (PFACs). Two breakout sessions, presented by representatives from Planetree and the Institute for Patient- and Family-Centered Care, will focus on establishing and sustaining patient family advisory councils.

Tuesday, September 29, 2015Location: Connecticut Hospital Association

Registration and Breakfast: 8:30 a.m. - 9:00 a.m.

Program: 9:00 a.m. - 3:15 p.m.

Partnering with Patients for Better Healthcare:

Establishing and Sustaining Patient Family Advisory Councils to Help Eliminate Harm

Co-Sponsored with:Hughes Health and Rehabilitation, Inc.

Middlesex Hospital

Agenda

8:30 a.m. – 9:00 a.m. Registration and Continental Breakfast

9:00 a.m. – 9:10 a.m. Welcome and Opening Remarks

9:10 a.m. – 10:00 a.m. Opening Keynote Presentation by Kim Blanton

The Power of Partnering with Patients

As a patient who has been admitted to the hospital more than 100 times, Ms. Blanton has experienced firsthand the challenges of navigating healthcare settings and engaging with providers. Now, as a partner with healthcare organizations, she is using her experiences as a platform to improve the patient experience. Ms. Blanton will discuss the importance of partnering with patients to improve care, health outcomes, and patient satisfaction.

Learning Objectives:

• Discuss patient and family engagement initiatives.• Discuss key strategies for promoting patient engagement in care transitions.• Describe ways to apply patient family engagement practices across the continuum of care.

10:00 a.m. – 10:15 a.m. Program Break—Network and Visit Sponsors

10:15 a.m. – 11:15 a.m. Panel Discussion

Hospitals in Action: Best Practices for Patient and Family Advisory Councils

A panel discussion will include representatives from Gaylord Hospital, Middlesex Hospital, and Stamford Hospital.A Gaylord Hospital representative will describe the hospital’s journey to engage patients and families in hospital initiatives. Middlesex Hospital staff and PFAC leadership will provide an overview of the implementation of patient checklists. Stamford Hospital representatives will discuss its Patient and Family Partnership Council (PFPC) participation in activities ranging from LEAN workshops to plan floor design and workflow to furniture selection and wayfinding applications. The panel will be moderated by Debra Abromaitis, Director of Quality, Regulatory Compliance and Patient Support, UConn Health John Dempsey Hospital.

Learning Objectives:

• Discuss challenges for hospitals and patient collaborations to decrease harm.

• Describe best patient and family engagement practices of hospitals in Connecticut.

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11:15 a.m. – 12:15 p.m. Lunch Break—Network and Visit Sponsors

12:15 p.m. – 1:00 p.m. Afternoon Keynote Presentation by Rosemary Gibson

What Makes a Successful PFAC?

Patient and Family Advisory Councils can help Connecticut healthcare organizations engage patients and their families in improving the quality, safety, and experience of care. This presentation will highlight the wide range of activities in which PFACs are engaged, and provide examples of successful activities. The presentation will compare and contrast two PFACs to show how the design and staffing affect what they can accomplish. Breakthrough moments and other signals that a PFAC is having an impact will be discussed.

Learning Objectives:

• Identify factors that contribute to a well-functioning, sustainable PFAC.• Identify at least three strategies for a successful PFAC.

1:00 p.m. – 1:15 p.m. Program Break—Network and Visit Sponsors

1:15 p.m. – 2:15 p.m. Breakout Sessions

Building a Strong Foundation: Best Practices for Creating Patient and Family Advisory Councils

More and more hospitals are establishing patient and family advisory councils. If your organization is in the early stages of planning a patient and family advisory council or just getting started, there is no need to reinvent the wheel. Attend this session—presented by Marie Abraham, Vice President for Programming and Publications for the Institute for Patient- and Family-Centered Care (IPFCC)—to learn strategies for creating effective and sustainable councils.

Learning Objectives:

• Identify first steps to create an effective patient and family advisory council, including recruiting, selecting, and preparing advisors to participate in collaborative partnerships.

• Describe approaches that foster a successful beginning, such as defining council structure, obtaining leadership commitment, preparing for challenging issues, and measuring efforts.

Sustaining and Enhancing your Established Patient and Family Partnership Council

Sara Guastello and Jim Kinsey, Planetree, will discuss strategies for sustaining and enhancing your patient and family partnership council. Long-term success of a patient and family partnership council is determined by meaningful engagement of the committee, successful facilitation by the coordinators, and authentic organizational endorsement and participation. Once this is established, it becomes an issue of building the pathways that enhance communication and insights. In short, the long-term viability and success of the PFPC has every bit as much to do with the mechanisms built around the committee as it does the energy and excitement generated when the team meets.

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Learning Objectives:

• Discuss the process to implement a vital and effective patient and family partnership council.• Describe barriers to genuine partnership.• Explain tangible strategies for advancing and sustaining these partnerships.

2:15 p.m. – 3:00 p.m. Closing Discussion and Next Steps

3:00 p.m. – 3:15 p.m. Evaluations and Adjournment

Speaker Profiles

Marie Abraham is the Vice President for Programming and Publications for the Institute for Patient- and Family-Centered Care (IPFCC). Since joining IPFCC in 1996, her work has included providing consultation to hospitals, ambulatory and primary care practices, and healthcare systems that are advancing patient- and family-centered care and building partnerships with patients and families to improve and redesign healthcare; coordinating the development of resource materials and co-authoring publications; and serving as a planner, faculty coordinator, and faculty for IPFCC conferences, seminars, webinars, and other training efforts. Ms. Abraham has served as faculty and as a consultant for national quality improvement collaboratives for the Vermont Oxford Network,

the National Initiative for Children’s Healthcare Quality, and the Institute for Healthcare Improvement. IPFCC has served as subcontractor for three grants funded by the Agency for Healthcare Research and Quality. Ms. Abraham is principal investigator for a PCORI-funded project, “Creating Capacity for Sustainable Partnerships with Patients and Families in Research.” In these projects, Ms. Abraham ensures that patients and family members are meaningfully involved in all stages of the research process and that deliverables are valuable and useful to patients and families.

Natalie Augustin is co-chair of Stamford Hospital’s Patient and Family Partnership Council (PFPC) and member of the Bennett Cancer Center’s PFPC. As a two-time cancer survivor, her involvement with the PFPCs allows her to give back to the organizations that helped her when she needed it most. Ms. Augustin has a successful career in business and financial services, encompassing broad-based management experience in training and organizational development, recruiting, and project/process improvement. She is currently employed at UBS as a Talent Specialist. She is a Myers-Briggs Certified Instructor and is considered an expert in workplace learning and fostering generational diversity in the workplace.

Kim Blanton has been a Patient Advisor at Vidant Health System in Greenville, NC, for five years. After going into anaphylactic shock during an angiography in 2001, Ms. Blanton has been a patient in five different hospitals (in four different health systems). She has used her experiences to help her health system improve. Ms. Blanton serves on several committees and task forces for the Vidant System including its ACO Board of Managers and its flagship hospital, Vidant Medical Center, National Quality Form, North Carolina Institute of Medicine, Quality Forum, Partnerships For Patients, and North Carolina Hospital Association. She holds a Masters in Library Science and a Masters in Information Sciences.

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Donna Drouin was invited to become involved with the formation of the Middlesex Health System Patient & Family Advisory Council after a reportable event and, ever since, has been a tireless advocate for patient and family involvement. Her focus has, and continues to be, ensuring complete, comprehensive, and safe care through family engagement and education. Ms. Drouin is co-chair of the Middlesex Health System Patient and Family Advisory Council. This volunteer effort is her passion and taps into 20+ years of experience in the healthcare industry focused on quality, medical, and service improvements and operations. She is employed as a Senior Consultant with Optum. Ms. Drouin is a Six Sigma Black Belt and holds a BS in Business Administration and Masters

in Communication and Information Management.

Mary Ann Dunnell, co-chair of Stamford Hospital’s Patient and Family Partnership Council (PFPC), retired in 2008 after a 30-year career in business communications. Experienced in both corporate and consulting settings, she has been involved in numerous mergers and acquisitions and public stock offerings, and was responsible for a full spectrum of materials, including employee communications, web sites, corporate advertising, and annual reports.

Rosemary Gibson is a Senior Advisor at The Hastings Center, founding editor of Less is More narratives in JAMA Internal Medicine, and author of Medicare Meltdown (2013), Battle Over Health Care (2012), Treatment Trap (2010), and Wall of Silence (2003). She is the 2014 recipient of the highest honor from the American Medical Writers Association for her contributions to the field of medical communication. Her writing gives voice to the public’s interest in critical healthcare issues of the day. She is a board member of the Accreditation Council for Graduate Medical Education and serves on the CLER Evaluation Committee to advance safety in sponsoring institutions. At the Robert Wood Johnson Foundation, Ms. Gibson was chief architect of its $200 million national

strategy to establish inpatient palliative care programs that now number 1600, an increase from about 10 in the 1990s. She received the Lifetime Achievement Award from the American Academy of Hospice and Palliative Medicine.

Sara Guastello is the Director of Knowledge Management for Planetree. Ms. Guastello has developed a range of educational and implementation resources to guide organizations in their endeavors to deliver patient-centered care. She oversees the Patient-Centered Hospital Designation Program® and the associated Patient-Centered Merit Recognition Program, the only such program to recognize excellence in patient-centeredness across the continuum of care. A frequent writer on patient-centered care, Ms. Guastello has contributed to numerous publications. She is co-editor of Putting Patients First Field Guide: Global Lessons in Designing and Implementing Patient-Centered Care (Jossey-Bass, 2013), and led the development of The Patient-

Centered Care Improvement Guide, and the companion Long-Term Care Improvement Guide. She has also authored articles in the American Journal of Nursing’s Putting Patients First series, The Journal of Compassionate Healthcare, The Journal of Comparative Effectiveness Research, The Patient journal, and others. Drawing on the experiences of healthcare organizations implementing the Planetree model of patient-centered care, she has authored white papers on integrating the patient and family voice into hospital operations to advance person-centered care across the continuum of care, and distinguishing between patient experience and patient-centered care.

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Jim Kinsey has more than 25 years of experience in healthcare, beginning as a nursing assistant and progressing through a variety of nursing leadership and educational roles. He joined Planetree full-time in 2010. Mr. Kinsey has spent the last 10 years consulting and educating nationally with long-term care organizations for the implementation and sustainability of person-centered care. He has presented and taught for Quality Improvement Organizations, Provider Organizations, and for the Pioneer Network. Before joining Planetree, Mr. Kinsey served as Community Life Leader for Messiah Village in Mechanicsburg, PA. In this role, he was responsible for the initial implementation of person-centered care, achieving transformation of the hiring and appraisal process, dining

process, and increasing the Case Mix Index score for the community through education and team development. In his role at Planetree, Mr. Kinsey conducts organization and progress assessments, information sessions, staff and leadership retreats, and serves as a resource for Planetree Continuing Care. Mr. Kinsey is also responsible for program development and affiliate relations.

Dorothy Orlowski, COTA/L, BGS, is the Patient Relations and Volunteer Services Manager at Gaylord Hospital. She joined Gaylord in 1998 as a staff clinician and a Certified/Licensed Occupational Therapist Assistant. During her 17 years with the organization, she has been involved in many committees and has served as co-chair of the Medically Complex Education Series and the Early Ventilator Mobilization Pathway. A year ago, Ms. Orlowski made a commitment to improve patient experience and satisfaction through the newly developed Patient Experience Office. Her accomplishments have included establishing daily patient rounding for both inpatient and outpatient, staff education, establishing a service recovery program, and the development of a

Patient and Family Advisory Council (PFAC), among other role responsibilities.

Cheryl K. Rogers, RN, BSN, is Director, Patient Experience and Service Excellence at Middlesex Hospital. In this role, she oversees the patient survey process; enhances collaborative relationships with executive, managerial, front-line staff, physicians, and patients to execute strategies and service behaviors that focus on providing patient- and family-centered care; and applies analytical skills to inform leadership on key data regarding patient satisfaction and its correlation to quality, safety, and patient experience. As a certified LEAN Green Belt she applies LEAN strategies to training sessions and patient relations management. She also trains and facilitates on topics such as communication, conflict resolution, teamwork, patient experience, LEAN, and High Reliability

Organizational Tools. Ms. Rogers is also the key facilitator and liaison to the Middlesex Patient and Family Advisory Council. Her first-hand experience as a breast cancer patient gives her even more perspective and passion for her work.

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For additional information, contact CHA Education Services at (203) 294-7263 or educationservices@chime.org.

Accreditation

Connecticut Hospital Association-CHA is an Approved Provider of Continuing Nursing Education by the Connecticut Nurses’ Association, an Accredited Approver by the American Nurses Credentialing Center’s Commission on Accreditation.

This Activity has been planned and implemented in accordance with the Essential Areas and Policies of the Accreditation Council for Continuing Medical Education (ACCME) through the joint sponsorship of The John D. Thompson Hospice Institute for Education, Training and Research, Inc. and the Connecticut Hospital Association. The John D. Thompson Hospice Institute for Education, Training and Research, Inc. is accredited by the Accreditation Council for Continuing Medical Education (ACCME) to provide continuing medical education for physicians. The John D. Thompson Hospice Institute for Education, Training and Research, Inc. is pending designation of this educational activity for AMA PRA Category 1 Credits™. Physicians should only claim credit commensurate with the extent of their participation in the activity.DISCLOSURE: The speakers and the members of the Planning Committee do not have any commercial or financial interest which would bias the presentation.

This program is pending approval of ACHE Qualified Education credit toward advancement or recertification in the American College of Healthcare Executives.

Connecticut Hospital Association110 Barnes RoadWallingford, CT 06492-0090

For directions, click here.

Registration

There is no fee, but pre-registration is required. Registration will be limited to five attendees per organization.

To register online, click here.

Sponsor Appreciation

Thank you to our generous sponsors:

• Optum• Reid and Riege• The Donaghue Foundation• Qualidigm• Community Health Center

UConn Health John Dempsey Hospital

Stamford Hospital

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