the 5th international conference on patient- and family-centered care syllabus
TRANSCRIPT
june 4–6, 2012 • the omni shoreham hotel • washington, dc • www.ipfcc.org
With leadership support from
welcome to washington, dc! The Institute for Patient- and Family-Centered Care is honored to have you participate in The 5th International Conference on Patient- and Family-Centered Care: Partnerships for Quality and Safety. Our nation’s capital provides a dynamic backdrop for this important meeting as we welcome many government and policy leaders responsible for overseeing and guiding Health Reform initiatives with hospitals, primary care organizations, and health systems across the continuum of care. You will learn first hand from successful and innovative programs that support and encourage the patient and family as active participants in care planning and decision-making and that partner with patient and family advisors in health care redesign, quality improvement, and patient safety.
This is a critical time to be involved in improving health care in the United States as well as in other nations around the world. These challenging times require inspired leadership, innovative solutions, and enduring partnerships to improve health care in community-based health care organizations, hospitals, and health systems. This three-day conference supports the increasing awareness that to achieve the best outcomes, patients and families must be actively engaged in decisions about their health care, have enhanced access to useful information and support, and be partners in planning and implementing change and improvement in health care.
This conference showcases patient- and family-centered strategies that address the complex challenges in health care such as rising costs, less than optimal patient and family experience, and quality and safety concerns for reducing preventable readmis-sions, decreasing infections, and providing safe care transitions. International experts and innovators will examine patient- and family-centered approaches and best practices to help guide your organization in developing more effective partnerships with patients and families at every level. Participants will learn about cutting-edge innovations that improve the health care experience and keep patients from getting injured or sicker, and help them heal without complications.
Improving health care requires restructuring health care systems to focus on results. Because of the extent and complexity of the ever-present challenges, this involves the collaborative efforts of all stakeholders. Partnerships on many levels—involving patients and their families, health care professionals, health care senior leaders, planners and policymakers, third-party payers, and government agencies—are all essential. This unique conference assembles more than 150 patient and family advisors and leaders as presenters or co-presenters discussing exemplary programs dedicated to authentic collaboration among patients, families, health care professionals, and policy specialists.
The Institute for Patient- and Family-Centered Care is partnering with the Samueli Institute and the Picker Institute in convening this conference. The Samueli Institute presents a series of sessions that highlight effective strategies for creating, implementing, and evaluating mind-body programs and practices within a patient- and family-centered context. The Picker Institute presents the Picker Patient Experience Series, seven presentations, including the Picker Lecture by Dr. Don Berwick, and several posters that depict innovation in patient-centered care, emphasizing partnerships with patients and families in health care.
In addition to the strong programming identified by the Samueli Institute and the Picker Institute, and other breakout sessions representing organizations from around the world, our nationally acclaimed keynote and highlighted speakers (page 12) strengthen the message that partnerships with patients and families are integral to the practice of patient- and family-centered care and essential to redesigning health care and improving quality, safety, and the experience of care.
This International Conference offers an exciting program that will guide, inspire, and motivate you. Thank you for joining us.
table of contents
Overview . . . . . . . . . . . . . . . . . . . . . 4
Abstract Review Committee . . . . . . . . . . . . . . . . . . . 6
Program At-A-Glance . . . . . . . 7
Activities . . . . . . . . . . . . . . . . . . . . . . 8
Keynote/Highlighted Speakers . . . . . . . . . . . . . . . . . . . 12
Continuing Education . . . . . 15
Sponsors and Exhibitors . . . . . . . . . . . . . . . . . . 17
Monday Agenda . . . . . . . . . . . 41Session Summaries
Monday Abstracts . . . . . . . . . 51
Tuesday Agenda . . . . . . . . . . 69Session Summaries
Tuesday Abstracts . . . . . . . . . 81
Wednesday Agenda . . . . .107Session Summaries
Wednesday Abstracts . . . .119
Poster Summaries . . . . . . . .149
Hotel Floor Plan . . . . . . . . . .159
Resources . . . . . . . . . . . . . . . .160
Index . . . . . . . . . . . . . . . . . . . . . .179
s lu g
The Institute for Patient- and Family-Centered care is
grateful to the Samueli Institute and the Picker Institute for
their leadership and for helping to bring this conference to
Washington, DC. We are proud to partner with these exemplary
organizations and to highlight their significant work in
advancing the practice of patient- and family-centered care.
ov
er
vi
ew
4
s lu g
INSTITUTE FOR PATIENT- ANd FAMILY-CENTEREd CARE BOARd OF dIRECTORS
president and chief executive officerBeverley H . JohnsonBethesda, Md
Vice presidentElizabeth Crocker, MEdPresidentWoozles Ltd . and AuthorVice President, Board of directorsInstitute for Patient- and Family-Centered CareHalifax, Nova Scotia, Canada
treasurerTerri L . Shelton, PhdVice Chancellor for Research and Economic developmentUniversity of North Carolina at Greensboro
secretaryWilliam E . Schwab, MdProfessor and Vice Chair department of Family MedicineUniversity of Wisconsin School of Medicine and Public Health
member-at-largeNancy diVenereFounder/Past PresidentParent to Parent USA
PATIENT- ANd FAMILY-CENTEREd CAREPatient- and family-centered care is an approach to the planning, delivery, and evaluation of health care that is grounded in mutually beneficial partnerships among health care providers, patients, and families. It redefines the relationships in health care.
Patient- and family-centered prac titioners recognize the vital role that families play in ensuring the health and well-being of patients of all ages. They acknowledge that emotional, social, developmental, and spiritual support are integral components of health care. They promote the health and well-being of individuals and families and restore dignity and control to them.
Patient- and family-centered care is an approach to health care that shapes policies, programs, facility design, and staff day-to-day interactions. It leads to better health outcomes and wiser allocation of resources, and greater patient and family satisfaction.
CORE CONCEPTS OF PATIENT- ANd FAMILY-CENTEREd CARE•dignity and respect. Health care practitioners listen to and
honor patient and family perspectives and choices. Patient and family knowledge of values, beliefs and cultural backgrounds are incorporated into the planning and delivery of care.
•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.
•participation. Patients and families are encouraged and supported in participating in care and decision-making at the level they choose.
•collaboration. Patients, families, health care practitioners, and hospital and organizational 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.
Conference Learning Objectives• gain understanding of patient- and family-centered care and how it can be
applied to all settings across the continuum of care .
• identify strategies to support and encourage patient and family engagement and partnerships among patients, families, and health care professionals .
• discuss patient- and family-centered strategies for improving quality, safety, and the experience of care .
• explore examples of excellence and innovation in patient- and family-centered policy, program, practice, professional education, research and facility design in hospitals, community practices, and agencies across North America and throughout the world .
• delineate patient- and family-centered best practices and related benefits for leadership, the redesign of primary care and hospital care policies and processes, and mind-body programs and practices .
ov
er
vi
ew
5
s lu g
CONFERENCE PROGRAM AdVISORY COMMITTEEMarie R. Abraham, MASenior Policy and Program SpecialistInstitute for Patient- and Family-
Centered CareOld Lyme, CT
Christine Bechtel, MAVice PresidentNational Partnership for Women & FamiliesWashington, DC
Elizabeth Crocker, BA, MEdPresidentWoozles Ltd. and AuthorVice President, Board of DirectorsInstitute for Patient- and Family-
Centered CareHalifax, Nova Scotia, Canada
Nancy DiVenereFounder/Past PresidentParent to Parent USAEssex Junction, VT
Kimberly Firth, PhDSenior Research AssociateOptimal Healing Environments ProgramSamueli InstituteAlexandria, VA
Beverley H. JohnsonPresident and Chief Executive OfficerInstitute for Patient- and Family-
Centered CareBethesda, MD
Wayne Jonas, MDPresident and Chief Executive OfficerSamueli InstituteAlexandria, VA
Joanna Kaufman, RN, MSInformation SpecialistInstitute for Patient- and Family-
Centered CareBethesda, MD
Julie Ginn Moretz, BSFamily Leader and Director of
Special ProjectsInstitute for Patient- and Family-
Centered CareAugusta, GA
Debra Ness, MSPresidentNational Partnership for Women & FamiliesWashington, DC
William E. Schwab, MDProfessor and Vice Chair, Department of
Family MedicineUniversity of Wisconsin School of Medicine
and Public HealthMadison, WI
Terri Shelton, PhDTerri L. Shelton, PhDVice Chancellor for Research and
Economic DevelopmentUniversity of North Carolina at Greensboro
Katherine Smith, MPHProgram ManagerOptimal Healing Environments ProgramSamueli InstituteAlexandria, VA
The Samueli Institute is an independent research organization uniquely positioned to illuminate the value of wellness and healing practices and to facilitate a change in behaviors to actualize those practices and outcomes. The Institute focuses on determining the safety, effectiveness, and utility of wellness approaches, integrative health care, and healing oriented practices and environments. The Institute generates knowledge and information about wellness and healing and provides that information to the public.
Samueli Institute’s Vision is “a world in which healing processes are the formative concept for achieving and maintaining wellness and ameliorating chronic disease.” During the conference, Samueli will convene three dedicated sessions that focus on mind-body programming: 1) Developing and Implementing Mind-Body Programs and Practices Within a Patient- and Family-Centered Framework; 2) Evaluating Mind-Body Programs and Practices Within a Patient- and Family-Centered Framework; and 3) Showcasing Mind-Body Programs and Practices Within a Patient- and Family-Centered Framework: The Lived Experience.
These sessions are identified in the program brochure by:
The Picker Institute is an independent non-profit organization
dedicated to advancing the principles of patient-centered care. In cooperation with educational institutions and other committed entities and individuals, the Picker Institute sponsors awards, research, and education to promote patient-centered care. The Picker Institute fosters improvement in health care from the patient’s perspective—through the patient’s eyes. The Picker Patient Experience Series highlights seven presentations and several posters that depict best practices in patient-centered care, emphasizing patient/family partnerships in health care. Several featured presentations are Picker Institute’s 2011/2012 Always Events® Challenge Grant Recipients that address two key thematic areas of focus for Always Events®—communication and care transitions.
Based upon a review of existing efforts to measure and improve patient-centered care, Picker determined that an organizing principle focused on the concept of Always Events® can be implemented to drive the health care system to become more patient-centered. In contrast to the well known “Never Events” that refer to incidents that should never happen in the delivery of care, patient-focused Always Events® are aspects of the patient and family experience that should always occur when patients interact with health care professionals and the delivery system.
The Picker Patient Experience Series is identified in the brochure by:
special programmingthe institute for patient- and family-centered care is proud to partner with these two leading non-profit organizations dedicated to improve health care:
ab
st
ra
ct
r
eV
ie
w
co
mm
it
te
e
6
s lu g
C o n fer en C e A b st r ACt r e v i e w C o m m i t t ee
Marie R. Abraham, MASenior Policy and Program Specialist
Institute for Patient- and Family-Centered CareOld Lyme, CTElizabeth Ahmann, ScD, RN, ACCConsultant, Child and Family HealthSection Co-Editor, Family MattersPediatric Nursing AD/HD and Life CoachingCheverly, MDCarolyn AllshouseExecutive DirectorFamily Voices of MinnesotaStillwater, MNJanet Bell-Taylor, MBADirector, Patient Family Services and Michael
Fux Family CenterMiami Children’s HospitalMiami, FLBrenda B. BobergExecutive DirectorFamily Support Network of Eastern
North CarolinaVidant HealthGreenville, NCJoanna F. Celenza, MA, MBAMarch of Dimes/CHaD ICN Family
Support SpecialistIntensive Care NurseryChildren’s Hospital at DartmouthLebanon, NH Tiffany Christensen, BFAChief Executive OfficerSick Girl Speaks, Inc.Co-Chair, Duke Patient Advocacy CouncilDurham, NCMichelle Collis, MAVice President, Patient- and Family-
Centered Care Methodist Le Bonheur Healthcare Memphis, TNCherie A. Craft, MEdExecutive Director, Smart from the StartCity of Boston, Mayor’s OfficeBoston, MACatherine Crock, MD, BSPhysicianAustralian Institute for Patient and Family
Centred CareMelbourne, Victoria, AustraliaElizabeth Crocker, BA, MEdPresident, Woozles Ltd., and AuthorVice President, Board of DirectorsInstitute for Patient- and Family-Centered CareHalifax, Nova Scotia, CanadaRhonda Crocker Ellacott, HBScN, MA (CNS), EdDVice President, ER, Critical Care, Trauma &
Surgery and Chief Nursing ExecutiveThunder Bay Regional Health Sciences CentreThunder Bay, Ontario, CanadaPam Dardess, MPHSenior ResearcherAmerican Institutes for ResearchChapel Hill, NCBarb Degnen, RN, BSNPatient RepresentativeInstitute for Clinical Systems
Improvement, Inc.Edina, MNNancy DiVenereFounder/Past PresidentParent to Parent USAEssex Junction, VTDeborah Dokken, MPAFamily Healthcare Advocate/ConsultantChevy Chase, MD
Anika Doucette, MS, MT (ASCP)Customer Service Program Manager and
Patient Centered Care CoordinatorDepartment of Veteran AffairsAtlanta VA Medical CenterAtlanta, GAMichelle Z. Esquivel, MPHDirector, Division of Children with Special NeedsDirector, National Center for Medical
Home ImplementationAmerican Academy of PediatricsElk Grove, ILTed Eytan, MD, MS, MPHMedical Director for Delivery Systems
Operations ImprovementThe Permanente Federation, LLC Kaiser PermanenteWashington, DCGareth Fenley, MSW, CPSCertified Peer SpecialistDepartment of Psychiatry and Health BehaviorGeorgia Health Sciences UniversityAugusta, GAKimberly Firth, PhDSenior Research AssociateOptimal Healing EnvironmentSamueli InstituteAlexandria, VAMarlene Fondrick, BSN, MSN, RNProgram AssociateInstitute for Patient- and Family-Centered CareRichville, MNBrenda Foster, RN BScNPatient Relations CoordinatorChatham-Kent Health AllianceChatham, Ontario, CanadaJoanne Ganton, BCommManager, Patient & Family Centred CareAlberta Health Services — South
Health CampusCalgary, Alberta, CanadaMilton Gardner, BArch, AIA, FRAIC, EDACPrincipalKasian Architecture Interior Design and
Planning, LTDWest Vancouver, British Columbia, CanadaMichael G. Goldstein, MDAssociate Chief Consultant for
Preventive MedicineVeterans Health AdministrationDurham, CTKelly Gourdin, BSProgram Manager, Optimal
Healing EnvironmentsSamueli InstituteAlexandria, VASusan Grant, MS, RN, FAAN, NEA-BCChief Nurse ExecutiveEmory HealthcareAtlanta, GA Terry Griffin, MS, APNNeonatal Nurse PractitionerSt. Alexius Medical CenterHoffman Estates, ILW. Kent Guion, MD, MAVice President for Diversity and InclusionGeorgia Health Sciences UniversityAugusta, GAAlexandra Harrison, PhDAdjunct Associate Professor Faculty
of MedicineUniversity of CalgaryCalgary, Alberta, CanadaLeslie Hazle, MS, RN, CPNDirector of Patient ResourcesCystic Fibrosis FoundationBethesda, MDSandy Hobbs, BSN, MSN, RNDirector, Network Partnerships and OutreachGeorgia Health Sciences University
Medical CenterAugusta, GA
Amy Jones, BS, RRTAdministrator, Office of Patient and
Family ExperienceVidant HealthGreenville, NCWendy Jones, MEd, MSWDirector, Children and Youth with Special
Health Care Needs ProjectNational Center for Cultural CompetenceGeorgetown University Center for Child &
Human DevelopmentWashington, DCJoanna Kaufman, BS, MS, NCAST Information SpecialistInstitute for Patient- and Family-Centered CareBethesda, MDLinda Larin, MBA, FACHE, FACCAChief Administrative OfficerUniversity of Michigan Cardiovascular CenterAnn Arbor, MIGeorge A. Little, MDProfessor of Pediatrics Dartmouth Medical SchoolDartmouth-Hitchcock Medical Center Lebanon, NHRoslyn Marshall, RN, BSN, MHSANurse Manager, Neuroscience CenterGeorgia Health Sciences UniversityAugusta, GAAlbert (Nick) Masi, PhD Director, Patient- and Family-Centered CareJoe DiMaggio Children’s HospitalHollywood, FLBrenda Miller, BFAParent CoordinatorUniversity of Michigan Health SystemAnn Arbor, MIMary Minniti, CPHQProgram and Resource SpecialistInstitute for Patient- and Family-Centered CareEugene, ORJulie Ginn Moretz, BSFamily Leader and Director of Special ProjectsInstitute for Patient- and Family-Centered CareAugusta, GAKeith MurphyAssistant Director, Patient & Family ExperienceWomen and Infants Hospital of Rhode IslandProvidence, RIMargaret MurphyExternal Lead, Patients for Patient SafetyWorld Alliance for Patient SafetyCork, IrelandNancy Newman, MSW, LCSWDirector, Patient Support and AdvocacyMoffitt Cancer CenterTampa, FLScott NewportPatient/Family LeaderMott Children’s Hospital/University of MIAnn Arbor, MIBonnie Nicholas, RN, CNCC(C), CPTCPatient and Family Centred Care LeadThunder Bay Regional Health Sciences CentreThunder Bay, Ontario, CanadaTerri Nuss, MS, MBAVice President, Patient CenterednessBaylor Health Care SystemDallas, TXLynne Wilson Orr, BID, MArch, OAA, RAICPrincipalParkin Architects LimitedToronto, Ontario, CanadaMarilyn Oelfke, RN, BSFormer Senior Director of Long-Term
Care Services Perham Memorial Hospital and HomePerham, MN
Kelly Parent, BSFamily Leader and Manager, Patient- and
Family-Centered Care ProgramC.S. Mott Children’s Hospital and
Voightlander Women’s HospitalUniversity of Michigan Hospital and Health
CentersAnn Arbor, MISherry Perkins, PhD, RNChief Nursing Officer/Senior Vice President
for Patient CareAnne Arundel Health SystemAnnapolis, MDTracy Price-JohnsonChildren’s Advisory CouncilChildren’s Hospital of Colorado Aurora, COVictoria Ransom, RN, MSNCOL (Retired)Walter Reed National Military Medical Center Columbia, MDDebra Rosen, RN, MPHProgram Director, Public Health,
Health Education, Chronic Disease and Health Education
Northeast Valley Health Corporation San Fernando, CAAnna Roth, MS, MPHChief Executive OfficerContra Costa Regional Medical Center and
Health CentersMartinez, CAJudy Roudebush, RN, NE-BCDirector, Women and Children’s ServicesProvidence Regional Medical Center EverettEverett, WAHollis Guill RyanProgram CoordinatorPatient and Family Centered Care ServicesUniversity of Washington Medical CenterSeattle, WAJudith Schaefer, MPHSenior Research AssociateMacColl Center for Health Care InnovationSeattle, WAJuliette Schlucter, BSFamily Leader and Patient- and Family-
Centered Care Consultant Ocean City, NJTerri L. Shelton, PhDTerri L. Shelton, PhDVice Chancellor for Research and
Economic DevelopmentUniversity of North Carolina at GreensboroKatherine Smith, MPHProgram Manager, Optimal
Healing EnvironmentsSamueli InstituteAlexandria, VATerrell Smith, MSN, RNDirector, Patient and Family Centered CareVanderbilt University HospitalNashville, TNDonna Thompson, LLD (Hon)Patient and Family AdvocateHalifax, Nova Scotia, CanadaMike Vossmeyer, MDAssistant Professor, Clinical PediatricsCincinnati Children’s Hospital Medical CenterCincinnati, OHPeggy J. Wagner, PhDProfessor, Family MedicineUniversity of South CarolinaGreenville, SC Lynel Westby, BA, RNDirector, Patient and Family Support ServicesSeattle Children’s HospitalSeattle, WA Kathi Zarubi, RN, BSN, MBA, NEA-BCAssociate Vice PresidentScottsdale HealthcareScottsdale, AZ
pr
og
ra
m
at
-a
-g
la
nc
e
7
s lu g
program at-a-glance
monday, June 4, 2012 7:00 am – 8:00 am Registration, Continental Breakfast, Exhibits, Poster displays
8:00 am – 10:00 am Plenary Session
10:00 am – 10:30 am Break — Exhibits/Poster Presentations (Staffed)
10:45 am – 12:45 pm Concurrent Sessions A1 – A10
12:45 pm – 2:00 pmLunch — Exhibits/Poster Presentations (Staffed)
Special Luncheon with Jim Conway — Learning and Improving Health Care Systems: The Patient, the Family, the Public (Reservations required)
2:15 pm – 3:30 pm Major Breakout Sessions B1 – B5
3:30 pm – 3:45 pm Break
3:45 pm – 5:00 pm Concurrent Sessions C1 – C10
5:00 pm – 6:30 pm Welcome Reception (Exhibits/Poster displays)
6:30 pm Networking dinner at Medaterra Bistro and Bar (Reservations required)
tuesday, June 5, 2012 6:00 am – 7:15 am Jogging on the Trail
6:15 am – 7:00 am Happy Heart Yoga with Janna
7:00 am – 8:00 am Registration, Continental Breakfast (Networking Breakfast for Patient and Family Leaders), Exhibits, Poster displays, Table Talks
8:00 am – 9:15 am Opening Plenary — Picker Lecture
9:15 am – 9:45 am Break — Exhibits/Poster displays
10:00 am – 11:15 am Concurrent Sessions d1 – d10
11:15 am – 11:30 am Break
11:30 am – 12:45 pm Concurrent Sessions E1 – E10
12:45 pm – 2:00 pm
Lunch — Exhibits/Poster displays/Table Talks
Lunch Grab and Gab
Special Luncheon: Patient- and Family-Centered Canadian Models of Excellence — Meaningful Engagement: Let’s Spread the Learning (Reservations required)
2:15 pm – 3:45 pm Concurrent Sessions F1 – F10
3:45 pm – 4:00 pm Break
4:00 pm – 5:15 pm Concurrent Sessions G1 – G10
6:30 pm Networking dinner at Medaterra Bistro and Bar (Reservations required)
wednesday, June 6, 2012 6:00 am – 7:15 am Jogging on the Trail
6:15 am – 7:00 am Happy Heart Yoga with Janna
7:00 am – 8:00 am Registration, Continental Breakfast (Informal Networking Breakfasts)
8:00 am – 9:15 am Concurrent Sessions H1 – H11
9:15 am – 9:30 am Break
9:30 am – 11:00 am Concurrent Sessions I1 – I11
11:00 am – 11:15 am Break
11:15 am – 12:30 pm Concurrent Sessions J1 – J11
12:30 pm – 2:00 pm Lunch Break (On your own/Cash & Carry) Film: Escape Fire (Exhibit Hall)
2:00 pm – 3:15 pm Concurrent Sessions K1 – K10
3:15 pm – 3:30 pm Break
3:30 pm – 4:45 pm Closing Plenary
ac
ti
Vi
ti
es
8
s lu g
exhibit hall activities and special events
POSTER PRESENTATIONSPoster presentations will showcase innovative programs and patient- and family-centered initiatives from hospitals, health care systems, and organizations. Posters can be viewed in the Exhibit Hall on Monday and Tuesday. An interactive poster session with the authors will be featured on Monday during the morning break (10:00–10:30 am) and lunch break (12:45–2:00 pm).
ExHIBITSSelected vendors will feature tried-and-true products, services, and resources in the Exhibit Hall as another way to learn about innovations in health care. Participants are encouraged to take advantage of this opportunity to network with our exhibitors in an informal atmosphere. Exhibits will be open at designated times until Tuesday, 2:00 pm.
PARTICIPANT MEALSFor your planning purposes, a continental breakfast is included as part of your registration Monday-Wednesday in the Exhibit Hall. If you prefer, a full breakfast is available in Roberts Dining Room at your own expense. Lunch tickets are provided for all participants on Monday and Tuesday and can be redeemed in the Exhibit Hall.
GUEST BAdGEGuest badges may be purchased for these special activities: (Guest badge does not include participation in or auditing of any educational sessions.)
•Welcome Reception and Continental Breakfasts (Monday – Wednesday) Cost: $100
•Informal Networking Dinner — Medaterra Bistro and Bar (Monday or Tuesday) Cost: $35
OTHER
dressWe encourage relaxed and comfortable business dress throughout the conference. Bring a sweater or jacket to sessions as the temperature in meeting rooms often varies.
restaurantsPlenty of restaurants are within walking distance from the hotel. For a complete listing, please see the hotel concierge.
special needsIf you have mobility challenges or other special needs, please let the Institute or hotel staff know how we can make your stay more comfortable.
hotel floor planTo help you navigate the hotel, the hotel floor plan is included in the Syllabus under Resources on page 159.
actiVities at-a-glancesunday, June 3
1:30 pm – 5:00 pm Tour of Fort Belvoir Community Hospital
3:00 pm – 5:30 pm Tour of The Children’s National Medical Center
monday, June 4
10:00 am – 10:30 am Exhibit Hall Open— Book Signing/Steven Johnson
12:45 pm – 2:00 pm Exhibit Hall Open (lunch)
Special Luncheon with Jim Conway — Learning and Improving Health Care Systems: The Patient, the Family, the Public (Reservation required — $55)
5:00 pm – 6:30 pm Welcome Reception
6:30 pm Informal Networking dinner—Medaterra Bistro and Bar (Reservation required — $35)
tuesday, June 5
6:00 am – 7:15 am Jogging on the Trail
6:15 am – 7:00 am Happy Heart Yoga with Janna
7:00 am – 8:00 am Networking Continental Breakfast for Patient and Family Leaders
Table Talks (Exhibit Hall)
12:45 pm – 2:00 pm Exhibit Hall Open (lunch) Table Talks
Lunch Grab and Gab
Special Luncheon: Patient- and Family-Centered Canadian Models of Excellence — Meaningful Engagement: Let’s Spread the Learning Host: Canadian Health Services Research Foundation (Reservation required — $55)
6:30 pm Informal Networking dinner—Medaterra Bistro and Bar (Reservation required — $35)
wednesday, June 6
6:00 am – 7:15 am Jogging on the Trail
6:15 am – 7:00 am Happy Heart Yoga with Janna
7:00 am – 8:00 am Networking Continental Breakfasts
12:30 pm – 2:00 pm Lunch (on your own/Cash & Carry) Film: Escape Fire (Exhibit Hall)
ac
ti
Vi
ti
es
9
s lu g
MONdAY, JUNE 4
book signing — steven Johnson 10:00–10:30 am exhibit hallSteven Johnson, an award-winning author on innovation and the intersection of science, technology, and personal experience, will autograph copies of his best selling book, Where Good Ideas Come From: The Natural History of Innovation.
special luncheon with Jim conway — learning and improving health care systems: the patient, the family, the public, 12:45–2:00 pm empire roomCost: $55 (reservation required—limited space)
Jim Conway is a well-known and much respected pioneer in the patient- and family-centered care community around the world. As the Institute for Patient- and Family-Centered Care’s first Leadership Award recipient, you will be inspired and motivated as he shares timely
and provocative information — Learning and Improving Health Care Systems: The Patient, the Family, the Public.
welcome reception, 5:00–6:30 pm exhibit hall
This informal social gathering is the perfect opportunity to meet new colleagues and to reconnect with those you know. Enjoy special entertainment
while visiting the exhibit booths and reviewing posters at your leisure.
Cash bar; light hors d’oeuvres. Guest badges are available.
informal networking dinner, medaterra bistro and bar, 6:30 pm meet in omni shoreham hotel lobbyCost: $35 (includes meal, tax, and gratuities; reservation required — limited space; walking distance from hotel.)
Experience the unique and succulent flavors that mark the food of Medaterra. A quaint neighborhood bistro that specializes in unique twists on familiar Mediterranean fare is the perfect place to network with conference colleagues. The menu will feature an appetizer platter, choice of one of four entrees, and choice of dessert. Guest badges are available. This same opportunity is available on Tuesday evening.
Exhibit Hall Table Talksexhibit hall — tuesday topics repeated for breakfast 7–8 am/lunch 1–2 pm
Join in these informal discussions at designated tables:
where can out of area patients and families stay?
Facilitator: Hosts for Hospitals
discuss the tools and training you need to create a program serving the lodging needs of patient families traveling to your community for medical treatment .
creating a distinctive art program on a shoestring budget
Facilitator: Distinctive Art Source
Join this creative brainstorming discussion and learn innovative ideas that will help you build a dynamic art program that engages your community, tells a powerful story, stretches the budget, and achieves your facility goals .
patient- and family-centered communication
Facilitator: Leebov and Associates
This discussion will highlight concrete communication skills needed by employees and physicians in order to engage patients and families as full partners in their care .
how Qualified interpreters help You Keep the focus on the patient and the family when working through a language barrier
Facilitator: Pacific Interpreters
Explore aspects of the professional medical interpreter’s protocols and anecdotal experiences to shed light on how we can improve patient/provider outcomes when language and culture are viewed as opportunities rather than problems .
the Value of incorporating complementary medicine in today’s traditional medical setting
Facilitator: Cancer Treatment Centers of America
Join us for this informative discussion to learn how complementary medicine, including a variety of support therapies, can help empower patients with more treatment options, better outcomes, and a higher quality of life during treatments and beyond .
TUESdAY, JUNE 5
networking continental breakfast for patient and family leaders; 7:00–8:00 am the birdcage walkEnjoy breakfast with patient and family leaders in an informal setting. Continental breakfast is included as part of registration.
ac
ti
Vi
ti
es
10
s lu g
informal networking dinner, medaterra bistro and bar, 6:30 pm meet in omni shoreham hotel lobbyCost: $35 (includes meal, tax, and gratuities; reservation required—limited space; meet in Omni Shoreham lobby. Walking distance from hotel.)
In case you didn’t make it for Monday’s networking dinner, this same opportunity is offered on Tuesday evening. Make plans to enjoy a casual evening with colleagues for conversation and dinner. The menu will feature an appetizer platter, choice of one of four entrees, and choice of dessert. Guest badges are available.
WEdNESdAY, JUNE 6
Topical Networking Breakfastround table discussion, 7:00 – 8:00 am exhibit hallJoin colleagues for this informal networking continental breakfast in a round table discussion. Learn from each other on a variety of current health care topics facilitated by patient- and family-centered experts.
•medical home
•behavioral health
•facility design
•health it/patient portals
•social media
•cultural diversity
•medical education
•patient and family advisory councils
Lunch Activity (optional)
film preview: escape fire 12:30 pm-2:00 pm (purchase lunch at cash & carry)ESCAPE FIRE examines the powerful forces maintaining the status quo, a medical industry designed for quick fixes rather than prevention, for profit-driven care rather than patient-driven care. This film follows dramatic human stories as well as leaders fighting to transform health care at the highest levels of medicine, industry, government, and even the US military. ESCAPE FIRE is about finding a way out. It’s about saving the health of a nation.
TUESdAY (continued)
special luncheonpatient- and family-centered canadian models of excellence — meaningful engagement: let’s spread the learning, 12:45–2:00 pm empire roomCost: $55 (reservation required—limited space)
host: canadian health services research foundation
This luncheon highlights the good work of patients families, and citizens,
partnering with health care leaders and planners, in health care quality improvement. The Patient Engagement Projects (PEP) initiative of the luncheon sponsor, the Canadian Health Services Research Foundation (CHSRF), supports teams from health care organizations across Canada to improve the quality of care and the effectiveness and efficiency of health services by engaging patients and their families in design, delivery, and evaluation. CHSRF is an independent organization dedicated to accelerating health care improvement and transformation for Canadians. CHSRF collaborates with governments, policymakers, and health system leaders to convert evidence and innovative practices into actionable policies, programs, tools, and leadership development.
Lunch Grab and Gab12:45–2:00 pm (patient safety) the birdcage walkGrab your lunch (included in cost of registration) and head to the Birdcage Walk to connect with others who share your interest in Patient Safety. Over lunch, “gab” with colleagues to discuss five hot topics regarding Patient Safety.
patient safety discussions and facilitatorseducation materials to engage patients and families in their own care
(Leslie Hazle, MS, RN, CPN, Director of Patient Resources, Cystic Fibrosis Foundation, Bethesda, MD)
medication management
(Mary Minniti, CPHQ, Program and Resource Specialist, Institute for Patient- and Family-Centered Care, Eugene, OR)
families in rounds
(Jeff Schlaudecker, MD, Assistant Professor of Family Medicine, The University of Cincinnati, Cincinnati, OH)
transitions in care
(Sherry Perkins, PhD, RN, Chief Operating Officer/Chief Nursing Officer, Anne Arundel Medical Center, Annapolis, MD)
hospital acquired infections
(Tara Bristol, MA, State Director, Program Services, March of Dimes, Raleigh, NC)
ac
ti
Vi
ti
es
11
Stay Fit during the Conference!start the day with a strengthening workout and mind-body connection. these empowering activities will leave you feeling centered and invigorated.
running on the trail6:00 am–7:15 am
Whether you are a marathon runner, casual jogger, or avid walker, plan to start your day on the Rock Creek Park scenic trail just behind the hotel . Meet at the Concierge desk in the hotel lobby and join an experienced runner to guide you through the trail .
auricular acupuncture by crossingsMonday and Tuesday — (Exhibit Hall)
Auricular Acupuncture is widely used in group settings to relax, soothe, and promote a sense of peaceful
well-being . Crossings—A Center for the Healing Tradition—will offer this complimentary introduction to auricular acupuncture during Exhibit Hall hours . Acupuncture practitioners are trained to assess at a very subtle level using the classical four inspections: to see, to hear, to ask, to feel . These observations are at the heart of Chinese medicine and have been used for thousands of years . Crossing’s mission has been to preserve and cultivate the cycles of nature and the rhythms of the body/mind/spirit as found in the ancient healing traditions . Crossings continues this mission today with their uniquely collaborative model of primary wellness care . Primary wellness care promotes: Health and Vitality, Enhanced Sense of Wellbeing, and Preventive Health Care .
massage therapyMonday and Tuesday (Exhibit Hall)
Expand your mind during sessions and then, relax with a soothing complimentary chair massage by Soma
Spa . Chair massages will be offered during lunch breaks on Monday and Tuesday in the Exhibit Hall .
Yoga Tuesday and Wednesday; 6:15 am–7:00 am (Ambassador Room)
happy heart yoga
Join Janna Audey, RYT-200 of Happy Heart Yoga, for a gentle, yet energizing, morning yoga flow class . Wake up the body with standing, seated, and balancing postures, to prepare you for
the day ahead . Suitable for all fitness levels . Wear comfortable clothing and bring along a towel from your room as mats will not be provided .
hotel fitnessBe sure to check out the hotel’s complimentary fitness center, sauna, and outdoor resort pool to keep up your daily fitness routine . Massages available by appointment .
PFCC ResourcesVisit the Institute’s Resource Booth located in the Exhibit Hall and at the Registration area. The Institute publishes a variety of resources to provide health care professionals and patient and family leaders with the necessary tools to enhance collaborative relationships and to implement patient- and family-centered practices.
Receive 10% off Institute resources when purchased at the conference and online until July 31, 2012. Visit ipfcc.org/resources to purchase materials through our simple and secure online marketplace. Use discount code ‘dc12’ to receive discount.
access conference materials on the ipfcc live learning libraryConference materials and session presentations can be accessed at no charge on the IPFCC Live Learning Library. To download session materials, go to: http://www.ipfcc.org/5th-conf-recordings.html.
Surely there are many sessions that you want to attend but you have to pick from so many wonderful sessions presented by exceptional presenters. So, take the conference home by accessing the conference audio presentations (as released by presenters) on digital media—whenever you want it—captured live and available to you online via the Live Learning Library or on Multimedia DVD-ROM.
Place orders with IntelliQuest onsite during the conference, online, or by phone (866-651-2586).
online learning library: Onsite Price: $129 Post Conference Price: $159
multi-media dVd-rom:Onsite Price: $159 Post Conference Price: $175
Individual sessions can also be purchased. See page 160 for more information.
Ke
Yn
ot
e
an
d
hi
gh
li
gh
te
d
sp
ea
Ke
rs
12
s lu g
Keynote profilesTIFFANY CHRISTENSEN
Tiffany was born with cystic fibrosis and has received two life-saving double lung transplants . She has a BFA in theater from the UNC School of the Arts, is a TeamSTEPPS Master Trainer, a Respecting Choices Advance CarePlanning Instructor, an APPEAL certificate recipient, and the
creator of her own Train the Trainer workshop series entitled “Finding Your Voice in the Healthcare Maze .” She is a nationally recognized public speaker and the author of three books exploring advocacy, end of life planning, and partnership strategies in health care . Tiffany is the Senior Co-Chair of duke Healthcare’s Patient Advocacy Council and a board member of the Beryl Institute for improving the patient experience . Tiffany was the first patient to become a Ben Sischy Visiting Scholar in Humane Medicine from the University of Rochester . Tiffany is a patient advocate at duke Hospital working primarily in the area of Oncology . (Plenary: Monday, June 4, 8:00 am)
STEVEN JOHNSON Steven is the best-selling author of seven books on the intersection of science, technology, and personal experience . His writings have influenced everything from the way political campaigns use the Internet, to cutting-edge ideas in urban planning, to the battle against
21st-century terrorism . In 2010, he was chosen by Prospect magazine as one of the Top Ten Brains of the digital Future . His latest book, Where Good Ideas Come From: The Natural History of Innovation, was a finalist for the 800-CEO-REAd award for best business book of 2010 . His books have been translated into more than a dozen languages .
Steven is a contributing editor to Wired magazine and is the 2009 Hearst New Media Professional-in-Residence at The Journalism School, Columbia University . He won the Newhouse School fourth annual Mirror Awards for his TIME magazine cover article titled “How Twitter Will Change the Way We Live .” He has also written for The New York Times, The Wall Street Journal, The Nation, and many other periodicals . He has appeared on many high-profile television programs, including The Charlie Rose Show, The daily Show with Jon Stewart, and The NewsHour with Jim Lehrer . He lectures widely on technological, scientific, and cultural issues . (Plenary: Monday, June 4, 8:00 am)
dON BERWICK, Mddon Berwick is the United States’ leading advocate for high-
quality health care . He has just stepped down as the Administrator of the Centers for Medicare and Medicaid Services . For 22 years prior, he was the founding CEO of the
Institute for Healthcare Improvement, a non-profit dedicated to improving health care around the world . A pediatrician by background, he has also served on the faculty of the Harvard Medical School .
dr . Berwick sees tremendous unrealized potential in American medicine . despite our outstanding knowledge base, expert practitioners, and world-class equipment, most Americans do not have access to safe, high-quality care . dr . Berwick presents a vision of how, through well-applied Information Technology, new methods of health care delivery, and effective legislation, America can forge a system that satisfies our patients, our wallets, and our moral imperative to care for those who need care . His focus on improving quality has gained him a reputation as a powerful motivator who can push institutions and individuals to do their work better . For his important role in designing Britain’s healthcare system, dr . Berwick was named a Fellow of the Royal College of Physicians in London and Honorary Knight Commander of the Order of the British Empire . (Plenary — Picker Lecture: Tuesday, June 5, 8:00 am)
LIZ CROCKERLiz Crocker is a businesswoman, writer, teacher, and environmentalist . Liz is known as an innovator, child advocate, and supporter of the arts . Currently, Liz consults, works as a Simulated Patient and Clinical Teaching Associate with the dalhousie School of Medicine, and co-owns two
businesses . She has also served as Chair of the Canadian Institute of Child Health, President of the Association for the Care of Children’s Health, and Coordinator of the Future Quest program at the Centre for Entrepreneurship Education and development . Liz is Vice-Chair of the Institute for Patient- and Family-Centered Care .
Liz is the author of two children’s books and hundreds of articles found in books, magazines, and newspapers . She co-authored Privileged Presence, which is a collection of stories about experiences in health care with a focus on communication, collaboration, and compassion . She is the editor of The Healing Circle: Reclaiming Wholeness on the Cancer Journey, Integrating Science, Wisdom and Compassion . (Plenary: Wednesday, June 6, 3:30 pm)
k e y n ot e A n d h i g h l i g h t ed s pe A k er s
Ke
Yn
ot
e
an
d
hi
gh
li
gh
te
d
sp
ea
Ke
rs
13
s lu g
JOANNA CELENZA, MA, MBAJoanna brings her experience as the mother of twins who were born premature and spent the first five weeks of their lives in the Intensive Care Nursery at the Children’s Hospital at dartmouth (CHad) . This powerful and empowering life-changing experience led to her
passionate involvement as a volunteer for the ICN Parent Council for the past nine years, and as chair for the past six years . In addition to serving on several advisory committees, she has also been a member of the Primary Care Leadership Team at dartmouth-Hitchcock . Joanna is faculty for the Vermont Oxford Network’s NICQ7 quality improvement collaborative in the area of patient- and family-centered care . She is employed part-time at the Intensive Care Nursery at dartmouth as a March of dimes/CHad ICN Family Support Specialist . (B2 Major Breakout: Monday, June 4, 2:15 pm)
RICHARd J . BARON, Md, MACPdr . Richard Baron is the Group director, Seamless Care Models, at the Innovations Center at Centers for Medicare and Medicaid Services (CMS) . His portfolio includes innovative Accountable Care Organization models and models of high value, comprehensive primary
care . Before joining CMS in April 2011, he practiced general internal medicine at Greenhouse Internists, PC, a seven-physician practice located in the Philadelphia area . His practice was a pioneer in the comprehensive adoption of electronic health records in the small practice environment, achieving Level 3 Patient-Centered Medical Home recognition from NCQA in August 2008 .
dr . Baron served as Chief Medical Officer of Health Partners, a not-for-profit Medicaid HMO, from 1988 to 1996 . He was the architect of the Best Clinical and Administrative Practices program, funded by the Robert Wood Johnson Foundation and the Center for Health Care Strategies, working with medical leadership of Medicaid health plans around the country in learning collaboratives to improve the quality of care for their members . This program reached plans serving more than half of the Medicaid managed care population in the U .S . (B4 Major Breakout: Monday, June 4, 2:15 pm)
dEBRA NESS, MSdebra is the president of the National Partnership for Women & Families . For over two decades, debra has been an ardent advocate for the principles of fairness and social justice . drawing on an extensive background in health and public policy, she possesses a
unique understanding of the issues that face women and families at home, in the workplace, and in the health care arena . Before assuming her current role as President, she served as Executive Vice President of the National Partnership for 13 years . debra has played a leading role in positioning the organization as a powerful and effective advocate for today’s women and families .
debra serves on the boards of some of the nation’s most influential organizations working to improve health care, including the Consumer Advisory Council of the National Committee for Quality Assurance (NCQA), the nation’s leader in accrediting and developing quality measures for managed care organizations and the National Quality Forum (NQF), established by the President’s Advisory Commission on Consumer Protection and Quality in the Health Care Industry to develop and implement a national strategy for health care quality measurement and reporting . She serves on numerous other national boards . (Plenary: Wednesday, June 6, 3:30 pm)
highlighted speaker profilesJEFFREY HORBAR, Md
dr . Jeffrey Horbar is a Professor of Pediatrics at the University of Vermont and the Chief Executive and Scientific Officer of the Vermont Oxford Network, an organization with over 900 hospitals around the world as members dedicated to improving the quality of medical care for
newborn infants and their families through a coordinated program of education, quality improvement, and research . (B2 Major Breakout: Monday, June 4, 2:15 pm)
k e y n ot e A n d h i g h l i g h t ed s pe A k er s
Ke
Yn
ot
e
an
d
hi
gh
li
gh
te
d
sp
ea
Ke
rs
14
s lu g
SUSAN EdGMAN-LEVITAN, PASusan Edgman-Levitan, PA, is Executive director of the John d . Stoeckle Center for Primary Care Innovation at Massachusetts General Hospital (MGH) . Prior to coming to MGH, she was the founding President of the Picker Institute . She is a Lecturer in the
department of Medicine, Massachusetts General Hospital, and an Associate in Health Policy, Harvard Medical School . A constant advocate of understanding the patient’s perspective on health care, Susan has been the co-principal investigator on the Harvard Consumer Assessment of Healthcare Providers and Systems Study (CAHPS) study from 1995 to the present .
Susan serves on several boards and numerous national advisory committees, including the Informed Medical decisions Foundation, the National Patient Safety Foundation, the National Health Services Corps Advisory Council, the Patient-Centered Primary Care Collaborative, and is a member of the Lucian Leape Institute . She was awarded the 2007 Leadership and Innovation award from the Center for Information Therapy . (C4 Breakout: Monday, June 4, 3:45 pm)
TRACY W . GAUdET, MdTracy Gaudet, Md, is the director of the VHA Office of Patient-Centered Care and Cultural Transformation . She was most recently the Executive director of duke Integrative Medicine, and Assistant Professor of Obstetrics and Gynecology at duke University Health System . Under her
leadership, duke Integrative Medicine has created a state-of-the-art health care facility dedicated to the transformation of medicine through the exploration of new models of patient-centered health care . She has led duke Integrative Medicine to the forefront of the field, co-founding The Consortium of Academic Health Centers for Integrative Medicine . dr . Gaudet actively leads public discourse on the vision and strategies needed to transform health care in the 21st century with members of both the medical and lay communities as well as leaders in health care reform and policy .
Recognized as a leader in the transformation of health care, she speaks nationally through both public and professional venues ranging from The Institute of Medicine to The Oprah Show . dr . Gaudet was named by Shape magazine as one of eleven women who shape the world . She was recently recognized as one of the “Top 25 Women in Healthcare 2011” by Modern Healthcare . (E4 Breakout: Tuesday, June 5, 11:30 am)
FARZAd MOSTASHARI, Md, ScMFarzad Mostashari, Md, ScM, serves as National Coordinator for Health Information Technology within the Office of the National Coordinator (ONC) for Health Information Technology at the U .S . department of Health and Human Services . He joined ONC in July 2009 . Previously,
dr . Mostashari served at the New York City department of Health and Mental Hygiene as Assistant Commissioner for the Primary Care Information Project where he facilitated the adoption of prevention-oriented health information technology by over 1,500 providers in underserved communities . He also led the Centers for disease Control and Prevention (CdC) funded NYC Center of Excellence in Public Health Informatics and an Agency for Healthcare Research and Quality funded project focused on quality measurement at the point of care . Prior to this, he established the Bureau of Epidemiology Services at the NYC department of Health . (G1 Breakout: Tuesday, June 5, 4:00 pm)
CHRISTINE BECHTEL, MAChristine Bechtel is the Vice President of the National Partnership for Women & Families, a non-profit consumer advocacy organization based in Washington, dC . The National Partnership has been the driving force behind some of the country’s most important policies
and initiatives, including the Family and Medical Leave Act, the Pregnancy discrimination Act, and the Consumer Partnership for eHealth . As Vice President, Christine oversees the day-to-day operations of the organization, including its work on health care quality, information technology, and patient engagement . She also serves on the federal Health IT Policy Committee .
Christine was previously Vice President of the eHealth Initiative (eHI), where she led the organization’s membership, public policy, and government relations work . She has a background in health care quality improvement from her work with the American Health Quality Association and Louisiana Health Care Review, now eQHealth Solutions, a Medicare Quality Improvement Organization . (G1 Breakout: Tuesday, June 5, 4:00 pm)
k e y n ot e A n d h i g h l i g h t ed s pe A k er s
co
nt
in
ui
ng
e
du
ca
ti
on
15
s lu g
eligibilityContinuing education credits are available for eligible nurses, physicians, and social workers. To be eligible, a par-ticipant requesting continu-ing education certification is required to sign in daily at the registration desk as proof of attendance and complete the online evaluation no later than Friday, June 29, 2012. Participants are asked to verify their contact informa-tion at the registration desk so certificates can be emailed after the conference. Candi-dates requesting continuing education credits must attend the full conference—partial credit cannot be awarded.
General Certificates of Attendance are available upon request and will be submitted electronically after the conference.
daily sign-in/online evaluationCandidates for continuing education credits are responsible for signing in daily in order to receive an attendance certificate from the Institute for Patient- and Family-Centered Care. Participants must attend the full conference—partial credit cannot be awarded. Sign-in forms are located in the registration area.
Additionally, candidates for continuing education credits must complete the conference online evaluation by Friday, June 29, 2012 to be eligible to receive an Attendance Certificate—the online evaluation will not be accessible after this date. Participants can either complete each day’s evaluation after the last session of each day, or complete the evaluation in its entirety after the conference:
1) To complete the online evaluation each day, which will be accessible immediately after the last session of each day, go to:
www.ipfcc.org/conf-eval-day1.html
www.ipfcc.org/conf-eval-day2.html
www.ipfcc.org/conf-eval-day3.html
Or, 2) to complete the online evaluation in its entirety, which will be available after the last session on Wednesday, go to: www.ipfcc.org/conf-eval.html.
presenter’s disclosureThe Maryland Nurses Association, Inc. follows the standards that continuing education programs will be free from commercial bias. In accordance with this standard and the criteria set forth by the ANCC COA,
speakers have disclosed any relationship they have to companies producing pharmaceuticals, medical equipment, prosthetics, etc. that might be germane to the content
of their lecture. To be in compliance with ANCC COA and other accreditation organizations, such disclosure is not intended to suggest or condone bias in a presentation, but is elicited to provide the attendee with information that might be of potential importance to them. Disclosure materials will be made available to attendees upon request.
nursesThis continuing nursing education activity was approved by the Maryland Nurses Association, an accredited approver by the American Nurses Credentialing Center’s Commission on Accreditation (ANCC COA). This activity has been awarded 19.5 contact hours.
Display of products at the activity does not imply ANCC Commission on Accreditation endorsement of any commercial products.
physiciansThis activity has been reviewed and is acceptable for up to 19.00 prescribed credits by the American Academy of Family Physicians.
social workersThis program is pending approval by the National Association of Social Workers.
continuing education
Spread the Word! Learn How to Tweet!
do you tweet? Want to tweet? Need a Twitter account?
The Institute wants to help you spread the word about what’s happening at The 5th International Conference on Patient- and Family-Centered Care . As a complimentary service to participants—and to help spread the word—we will teach you how to set up a Twitter account, how to tweet, learn how to follow others, and how to get followers .
Look for our Twitter table in the Exhibit Hall and start tweeting!
no
te
s
16
s lu g
notes
sponsors and exhibitors
sp
on
so
rs
a
nd
e
xh
ib
it
or
s
19
The Institute for Patient- and Family-Centered Care is pleased to recognize the sponsors and exhibitors for The 5th International Conference on Patient- and Family-Centered Care. Their commitment to the advancement of patient- and family-centered care is much appreciated. We are also grateful to the
following organizations for providing conference program support:
TOTEBAG SPONSORS
CONFERENCE LEAdERSHIP SUPPORT
OTHER CONFERENCE SUPPORT
CONFERENCE PROGRAM SUPPORT
sponsors
M E D I A
sp
on
so
rs
a
nd
e
xh
ib
it
or
s
20
american academy of pediatrics (take one table)141 Northwest Point Blvd Elk Grove Village, IL 60007847-434-4989http://medicalhomeinfo.org/Contact: Michelle Esquivel, Director, Division of
Children with Special Needs | Director, National Center for Medical Home [email protected]
The National Center for Medical Home Implementation is a cooperative agreement between the
Maternal and Child Health Bureau and the American Academy of Pediatrics. Our goal is to ensure that all children have a medical home where health care services are accessible, family-centered, continuous, comprehensive, coordinated, compassionate, and culturally competent.
(the) arnold p. gold foundation booth #406619 Palisades AvenueEnglewood Cliffs, NJ 07632201-567-7999www.humanism-in-medicine.orgContact: Jennifer Lezak Miller, Director of
Communications and [email protected]
The Arnold P. Gold Foundation strives to
keep the “care” in health care by helping to develop doctors who combine cutting-edge medical science with communication, compassion, and empathy. Through a wide range of innovative programs, the foundation works with medical schools, teaching hospitals, and physicians to sustain humanistic practitioners and encourage relationship-centered care – all to improve healing and health care outcomes.
(the) beryl institute booth #101611 Pennsylvania Ave, SE Washington, DC 20003202-650-7491www.theberylinstitute.orgContact: Jason Wolf, Executive Director
The Beryl Institute is the global community of practice and
premier thought leader on improving the patient experience in health care. The Institute acts as a reliable resource for shared information and proven practices, a dynamic incubator of leading research and new ideas, and an interactive connector of leaders and practitioners.
board of pharmacy specialties booth #3012215 Constitution Ave, NWWashington, DC 20037202-429-7591http://www.bpsweb.orgContact: Jacqueline Kelly-Marshall
Director of [email protected]
The Mission of the Board of Pharmacy Specialties (BPS) is to improve patient care through recognition and promotion of
specialized training, knowledge, and skills in pharmacy and specialty board certification of pharmacists. The overriding concern of BPS is to ensure that the public receives the level of pharmacy services that will improve a patient’s quality of life. Toward this goal, the Board has recognized six specialties practice areas.
bull publishing co. booth #302P.O. Box 1377 1905 Mapleton AvenueBoulder, CO 80304800-676-2855www.bullpub.comContact: George Young, Director of Development
Bull Publishing will feature Privileged Presence by Liz Crocker and Bev Johnson, Opening Our Arms by Kathy Regan, and the work of Kate Lorig, including the classic, Living a Healthy
Life with Chronic Conditions, plus selected backlist titles. Drop by for a sample copy of our recent book on handling difficult communication with family and friends, Solace, by Walter St. John, and to sign up for a review copy of the long-awaited final work by Donald Vickery, The New Way to Grow Older, published in April 2012.
cancer treatment centers of america booth #2031331 E. Wyoming AvenuePhiladelphia, PA 19124215-537-6431cancercenter.comContact: Stephanie Cajoleas
Professional Relations [email protected]
Cancer Treatment Centers of America (CTCA) is a national network of hospitals providing a comprehensive, fully, integrated approach to cancer
treatment. CTCA serves patients with complex and late-stage cancer from all 50 states. Known for
exhibitors
sp
on
so
rs
a
nd
e
xh
ib
it
or
s
21
Learning Programs, we offer a building block of 21st century health: patient- centered care and self-awareness practices to foster wellness.
customer feedback systems booth #20516600 Dallas Parkway, Suite 419Dallas, TX 75248214-226-4474www.cfs-northamerica.comContact: Dan Moreland, President
Customer Feedback Systems
captures “real time” patient feedback electronically at the point of service. Reports can be generated immediately, daily, weekly, and/or monthly automatically to key management personnel. These unique measurement tools are cost effective, provide high response rates, and help turn information into action to improve patient loyalty.
department of defense patient booth #206safety program7700 Arlington Boulevard, Suite 5101Falls Church, VA 22042-5101703-681-7180www.health.mil/dodpatientsafetyContact: John Courtney, Senior Healthcare Analyst
The Patient Safety Program focuses on creating a culture of safety and quality by providing products, services, and training to build trust, transparency, teamwork,
and communication within the Military Health System (MHS). This exhibit showcases recent initiatives around improving systems, processes, and teamwork within the MHS.
distinctive art source booth #4027900 Sudley RoadSuite 120Manassas, VA 20109703-956-1946www.distinctiveartsource.Contact: Barbara Harriman, IIDA, President and
Creative Directorbharriman@distinctiveartsource
Distinctive Art Source is a turnkey
art consulting firm, working exclusively in health care. We help clients create customized patient-based art programs centered on research, evidence-based design, and client input. Our goals are twofold: to introduce unexpected art options and to involve local artists whenever possible.
delivering the Mother Standard of Care and Patient Empowerment Medicine, CTCA provides patients with information about Cancer and their treatment so they can control their own treatment decisions.
caringbridge booth #2001715 Yankee Doodle RoadSuite 301Eagan, MN 55121651-452-7940www.caringbridge.orgContact: Katherine Johnson
Partnership Outreach [email protected]
CaringBridge provides free websites, online and mobile, that connect
people experiencing a significant health challenge to family and friends, making each health journey easier. Powered by generous donors, CaringBridge websites offer a personal and private space to communicate and show support, saving time and emotional energy when health matters most.
(the) compliance team, inc. booth #100P.O. Box 160Springhouse, PA 19477215-654-9110www.thecomplianceteam.orgContact: Sandra Canally, President
Founded by Sandra Canally, RN, in 1994, The Compliance Team is the nation’s first woman-owned health care accreditation organization to hold
deeming authority from Medicare. Our nationally-recognized Exemplary Provider™ programs feature the industry’s first plain language quality standards written from a patient’s perspective that focus on what matters most to patients and families alike—Safety- Honesty-Caring™.
crossings: a center for the booth #305healing traditions8505 Fenton Street/Suite 202Silver Spring, MD 20910301-565-4924www.crossingshealing.comContact: Jane Grissmer, Director
Our mission is to cultivate the natural and interconnected rhythms of body/mind/spirit rooted in the
wisdom of Ancient Healing Traditions. Through our Integrative Health Care Practices and Holistic
sp
on
so
rs
a
nd
e
xh
ib
it
or
s
22
hospital connections booth #501149 Rudder CourtLexington, SC 29072561-866-5651www.hospitalconnections.comContact: Bob Bartlett, MD, CEO
Hospital Connections provides an enterprise solution to patient-centered care. Improve Satisfaction! Achieve Better Outcomes! Reduce Risk! Increase Revenue!
Increase Efficiency! Increase Market Share! Hospital Connections’ Ingenious design uses cloud-based tools, seamlessly integrated into your website, to service patient needs and to empower providers and patients to achieve “high performance” relationships.
hosts for hospitals booth #4034719 Pine StreetPhiladelphia, PA 19143215-472-3801www.hostsforhospitals.orgContact: Mike Aichenbaum
Executive [email protected]
For more than a decade, Hosts for Hospitals has provided free lodging
to patients and families traveling to the Philadelphia area for medical care, in volunteer hosts’ homes. Let us show you how in-host home hospitality can enhance patient- and family-centered care for your community.
Kinergy health booth #10610115 Mill Wheel LaneVienna, VA 22181703-757-9719http://kinergyhealth.com/Contact: Gail Embt, Chief Executive Officer
Kinergy Health connects the family, health care professionals, and service providers into private,
patient-centric eHealth communities. Our leading technology platform allows the sharing of medical and clinical information between organizations and with the patient/caregiver, resulting in better outcomes and lower costs. Our patient navigators direct patients to resources and care options.
dorland health booth #4054 Choke Cherry Road, Second FloorRockville, MD 20850954-476-7143dorlandhealth.comContact: Anne Llewellyn, RN-BC, MS, BHSA, CCM,
CRRN, Editor in Chief, Dorland [email protected]
Dorland Health is a leading publisher and media company
providing education, training, tools, information resources, guidance, and practical advice for practitioners and specialists in the health care field. Dorland Health services include the Case in Point Learning Network, Case in Point Weekly, OR Manager, Professional Patient Advocate Institute, and more.
eldercare locator booth #1051730 Rhode Island Ave., NWSuite 1200Washington, DC 20036202-872-0888 / 800-677-1116www.eldercare.govContact: Mark Fetterhoff
Manager, Marketing & Special [email protected]
The Eldercare Locator is the first step to finding resources for older adults in any U.S. community and is a free national
service funded by a grant from the Administration on Aging. It is administered by the National Association of Area Agencies on Aging (n4a).
giveforward booth #2042039 W. Wabansia First Floor Chicago, IL 60647312-957-6113www.giveforward.comContact: Ariana Vargas, Development Associate
GiveForward is an online fundraising platform that enables
families to contribute to a loved one’s medical expenses. To date, our personal fundraising coaches have helped families contribute over $12 million towards a variety of needs, ranging from expensive co-pays and high deductibles to travel to and from treatment.
sp
on
so
rs
a
nd
e
xh
ib
it
or
s
23
nrc picker booth #1021245 Q StreetLincoln, NE 68508402-475-2525www.nrcpicker.comContact: Jon Kuehler, National Account Executive
NRC Picker is passionate about
patient-centered care, and is dedicated to measuring and improving the most important aspects of the patient experience. NRC Picker’s comprehensive approach to integrated research, evidenced-based best practice recommendations and quality improvement helps members achieve successful patient-centered care environments.
pacific interpreters booth #401707 SW Washington StreetSuite 200Portland, OR 97205503-445-5695www.pacificinterpreters.comContact: Bruce Merley
Northeast Regional Vice [email protected]
Pacific Interpreters™, Inc. is a comprehensive language services provider specializing in the health care market
since 1992. We help to eliminate language barriers by offering telephonic interpreting, document translation, and consulting services to serve Limited English Proficient patients.
pediatric nursing take one tableJannetti PublicationsEast Holly Avenue, Box 56Pitman, NJ 08071856-256-2300www.pediatricnursing.netContact: Judy Rollins, Editor
Pediatric Nursing presents information that is
theoretically grounded and clinically relevant to educate the novice, enrich the generalist, and advance the pediatric specialist toward providing professional care of the highest quality. The journal’s “Family Matters” series focuses on issues, information, and strategies relevant to working with families of pediatric patients.
leebov golde & associates booth #10311 Montana WayP.O. Box 122Blue Diamond, NV 89004702-325-7967www.quality-patient-experience.comContact: Linn Billingsley, Senior Vice President
Leebov Golde & Associates partners with health care
organizations to create and sustain healing experiences and positive outcomes through powerfully effective, patient- and family-centered communication. Learn about the company’s groundbreaking video-based skill-building systems, The Language of Caring and GREAT Every Time, evidence-based strategies that lead to sustainable improvements in HCAHPS scores.
march of dimes booth #2021275 Mamaroneck AvenueWhite Plains, NY 10605914-997-4466www.marchofdimes.comContact: Susan Clifford, Director, NICU Initiatives
The mission of the March of Dimes is to improve the health of babies by preventing birth defects, premature
birth, and infant mortality. The Foundation is committed to working with health care providers, hospitals, and associations to improve the quality of health care and enhance patient- and family-centered care.
mycaretext booth #3031401 Peachtree Street, SW Suite 500 Atlanta, GA 30309888-628-4243http://mycaretext.com/Contact: Davin Green, Lead Strategist
MyCareText is an innovative cloud-based messaging system that updates
the status of patients undergoing surgery to family and friends via text messages on their mobile devices. It has been shown to increase staff efficiency and hospital credibility, raise patient satisfaction scores, and lower costs of managing the waiting room.
sp
on
so
rs
a
nd
e
xh
ib
it
or
s
24
singing at the top of my lungs take one table5511 Simpson AvenueOcean City, NJ 08226610-937-9779www.singingatthetopofmylungs.comContact: Julia Rae, Founder and Creative Director
Julia Rae, diagnosed with Asthma and Cystic Fibrosis at birth, grew up trying to
reconcile why she would be born with a lung disease and be given the gift of singing. As a teen, she decided to use her voice and founded this non-profit organization to find a cure for lung disease and to empower hospitalized kids to reach for their dreams no matter their challenges. As part of her foundation’s mission, Julia created Your Story, Your Voice, an audio/video program that engages hospitalized children to use their own voice.
soma spa at balance gym booth #3002121 Wisconsin Avenue, NWWashington, DC 20007202-965-2121www.balancegym.com/somaspaContact: Marlies Poplawski Ribeiro, Spa Director
[email protected]/somaspa
Soma Spa at Balance Gym is a modern day wellness center in upper Georgetown that offers a variety of massages and other spa services. Whether you are seeking recovery
from physical strain or just want pure relaxation, our experienced therapists and estheticians are committed to creating a memorable spa experience.
total management solutions, llc booth #1041327 Jones Street, #201DAnn Arbor, MI 48105734-660-0235www.wearetms.comContact: Leanne Chadwick, Senior Vice President
TMS provides services to identify opportunities within health care facilities to meet the daily needs of
patient, family, and staff populations. Such opportunities provide a complete campus experience that is both enjoyable and empowering, while reaping strong ROI for the benevolent missions within the hospital. Additionally, TMS supports a Wellness Through Nature program via Leslie Science & Nature Center. This program utilizes live birds of prey as inspirational ambassadors to the clinically challenged patients and their families.
picker institute booth #40411 Main Street, 4th FloorP.O. Box 777Camden, ME 04843207-236-0157www.pickerinstitute.orgContact: Lucile Hanscom, Executive Director
Picker Institute is an independent non-profit organization committed to advancing the principles of patient-
centered care. Over the past quarter century, Picker Institute has become a world leader in this effort, augmented recently with Always Events®, a program that seeks to identify elements that should be part of every care experience.
poltronieri tang & associates booth #400206 Park AvenueSwarthmore, PA 19081215-300-3618www.poltronieritang.comContact: Laura Poltronieri, President and Principal
Poltronieri Tang & Associates is an architecture firm devoted to pediatric health care design.
samueli institute booth #3041737 King Street, Suite 600Alexandria, VA 22314703-299-4831www.siib.orgContact: Katherine Smith, Program Manager
Optimal Healing [email protected]
Samueli Institute is a 501(c)3 non-profit, independent research
organization uniquely positioned to illuminate the value of wellness and healing practices and to facilitate a change in behaviors to actualize those practices and outcomes. The Institute focuses on determining the safety, effectiveness and utility of wellness approaches, integrative health care and healing oriented practices and environments. The Institute generates knowledge and information about wellness and healing and provides that information to the public.
sp
on
so
rs
a
nd
e
xh
ib
it
or
s
25
Vermont oxford network booth #20133 Kilburn StreetBurlington, Vermont 05401802-865-4814Contact: Lynn Stillman, Administrative Director
The Vermont Oxford Network (VON) is a non-profit voluntary collaboration of health care
professionals dedicated to improving the quality and safety of medical care for newborn infants and their families. Members participate in QI Collaboratives consisting of multidisciplinary teams working to identify and implement better practices to improve quality and safety.
Va greater los angeles booth #50211301 Wilshire Blvd.Los Angeles, CA 90073310-478-3711www.va.govContact: Sandy Robertson
Patient Centered Care [email protected]
VA Greater LA has been on a patient-centered/healing journey since 2008. Because
of our strong executive leadership, track record with holistic approaches, and dynamic arts and entertainment, we were selected as a VA Center of Innovation in 2010. We are committed to providing a positive health care experience in a healing environment.
Dr. Don BerwickWinner of the 2011 Individual Picker Award for Excellence®
in the Advancement of Patient-Centered Care, on
“The Future of Health Care”8–9:15am Tuesday, June 5
PICKER INSTITUTE IS PROUD TO BE
A LEADERSHIP PARTNER OF THE
5TH IPFCC INTERNATIONAL CONFERENCE
ON PATIENT- AND FAMILY-CENTERED CARE
www.pickerinstitute.org
“Engaging Patient and Families in Their Own Care and In Improving Primary Care Practices: Lessons from the California HealthCare Foundation’s ‘Team Up For Health’ Initiative” (A4)10:45am–12:45pm Monday, June 4
Ross Adams, MS, CCC-SLP, Patient AdvisorSamer Assaf, MD, Physician Sharp Rees-Stealy Medical Group, San Diego, CA
Kate Meyers, MPP, Project Manager California HealthCare Foundation, Oakland, CA
Debra Rosen, RN, MPH, Public Health Programs Director Northeast Valley Health Corp., San Francisco, CA
“SMART: The Patient- and Family-Centered Universal Discharge Protocol” (G8)4–5:15pm Tuesday, June 5
Kristina Andersen, RN, BSN, Project CoordinatorSherry Perkins, PhD, Chief Operating/Nursing Offi cerSusan Walden, Patient Advisor Anne Arundel Medical Center Annapolis, MD
“Patient and Family Interviews: A PowerfulQuality and Safety Improvement Opportunityat Dartmouth-Hitchcock Medical Center” (H6)8–9:15am Wednesday, June 6
Nancy Bassett, BA, Patient RepLicia Berry-Berard, MSW, LICSW, PFCC Manager Meg Seely, MA, Family Advisory Board Chairman Dartmouth-Hitchcock Medical Center, Lebanon, NH
“Partnering with Patient/Family Advisors in Simulated Learning Experience” (J8)11:15am–12:30pm Wednesday, June 6
Marc Bertrand, MD, GME Associate DeanKaren Blum, MA, Patient/Family AdvisorJonathan Huntington, MD, PhD, PhysicianEllen Lones, PhD, RN, CNOR, Instructional Specialist Dartmouth-Hitchcock Medical Center, Lebanon, NH
“Patients and Families as Educators: Model Programs and Best Practices” (K7)2–3:15pm Wednesday, June 6
Deborah Dokken, MPA, ConsultantSweety Jain, MD, Faculty Lehigh Valley Health Network Allentown, PA
Pamela Mann, MSSA, AD Programs Schwartz Center for Compassionate Healthcare, Boston, MA
T H E P I C K E R PAT I E N T E X P E R I E N C E S E R I E S *
T H E P I C K E R L E C T U R E
Dr. Don Berwick
Please join Picker Institute for the following events:IPFCC
* All Picker Patient Experience events will take place in the Ambassador Ballroom.
Sometimes the only way to be sure you’re making the right decision is to get real advice from someone who has been there.
Children’s National Medical Center has launched The Parent’s Letter Project, a new resource that allows parents of patients at Children’sNational to provide support to families undergoing similar treatments by writingletters of advice and support.
Imagine how valuable what youlearned during your experiencecould be to a parent justembarking on a similar journey. Come read a letter – or write one atwww.AParentsLetter.org.
The nation’s children deserve nothing less. www.ChildrensNational.org
WashNationalsAd_2011fnl 3/4/11 2:16 PM Page 1
Kids love to play doctor!Help them learn as they play.
The topics may be serious, but the teaching tools don’t have to be. Legacy’sMediKin
™teaching aides are created by professionals for professionals. They
accommodate real medical equipment, simulate a wide range of proceduresand can be disinfected for infection control.
As your teaching needs change, MediKins change right along with you. With a quick switch of an adapter, you can cover everything from surgery prep tohome care.
But most of all, MediKins are huggable friends, good listeners and great role models.
Visit our website or call 1-800-238-7951 for more details.
© 2012 Legacy Products
Hands-on Medical Teaching Aides for:
Asthma • Burn Care • Cardiology • Cystic Fibrosis • Diabetes • Dialysis
Hemophilia • Infectious Diseases • Neuro-Oncology • Oncology-Hematology
Organ Transplants • Pain Management • Rotationplasty/Amputation
Sickle Cell Disease • Spina Bifida • AND MORE!
Patients and their healing are the center of everything we do at Cancer Treatment Centers of America.
We believe the best cancer treatment incorporates advanced technology, a personalized, whole-person approach and
promotes a high quality of life- all while treating each and every patient as if they were our own relative.
To find out about CTCA, please call
888-920-7014
To learn more about our innovative treatment options and integrative approaches for advanced-stage and complex cancers, stop by our booth on Tuesday for our
Table Talk during Breakfast (7am – 8am) & Lunch (12:45 – 2pm).
Cancer Treatment Centers of America®(CTCA),where the patient comes first.
AD_8x525_Profesional Relations.indd 1 4/30/12 2:03 PM
Let us help you provide it.
Everyone deserves the highest standard of care.
pacif ic interpreters™
We u n d e r s t a n d.
Qualified telephonic medical interpreters available 24 hours a day, every day.
T E L 8 0 0 . 3 2 4 . 8 0 6 0 E M A I L s a l e s @ p a c i f i c i n t e r p r e t e r s . c o m W E B w w w . p a c i f i c i n t e r p r e t e r s . c o m
FAMILY CENTERED CAREDESIGN FOCUSED ON
T H O U G H T F U L R E S P O N S I V E I N C L U S I V E
© 2012 March of Dimes Foundation
working together for stronger, healthier babies
Join the March of Dimes NICU Family Support Network of more than 100 hospitals that have already implemented the program to enhance family-centered care and support their NICU staff.
March of Dimes NICU Family Support complements your hospital’s existing family-centered practices.
The program is offered at two levels so your hospital can offer the services that meet the needs of your families and staff.
Learn more at nicunetwork.org and contact us at [email protected].
Coming to Theaters October 2012
Film Preview: ESCAPE FIREJune 6
Exhibit Hall12:30 to 2:00 pm
(Purchase lunch at Cash & Carry)
www.escapefiremovie.com
www.facebook.com/escapefire
HospitalConnections.com
Increased SatisfactionRisk Reduction Better Outcomes Increased Revenue Increased EfficiencyIncreased Market Share
Phone (813) 545‐7864
Finally ‐ Actionable Tools for Patient‐Centered Care!Hospital Connections provides an enterprise solution to patient-centeredcare. Its intelligent design uses cloud-based tools to empower patients and providers to achieve “high-performance” relationships. Imagine the benefits!
Hospital Connections’ ingenious tools ensure that you meet the fundamental needs of patient-centered care which are to: Select, Connect, Inform, and Engage!
The Patient Centered Primary Care Collaborative advocates for a health system built on a strong foundation of primary care and the patient-centered medical home (PCMH). PCMH is primary care provided in partnership with patients and families that is comprehensive, coordinated, and accessible, resulting in: - improved health for patients - better quality of care - lower costs from fewer trips to the emergency room & shorter stays in the hospital
General membership is free. Please sign up and receive our weekly communications, at www.pcpcc.net and follow the link to “Login/Register”
Today, the Collaborative is more than 1,000 diverse organizations who are dedicated to advancing primary care and the PCMH.
www.pcpcc.net
Food As MedicineA Feast of Science & WisdomJune 2013 (Dates TBD)Indianapolis, IN
Mind-Body Medicine
Advanced TrainingTeach the Science & TechniquesJanuary 26-30, 2013San Antonio, TX
REGISTER NOW: WWW.CMBM.ORG
Initial TrainingLearn the Science & TechniquesSeptember 29-October 3, 2012San Antonio, TX
CME’s & Partial ScholarshipsAvailable
Cancer Care Fundamentals: Integrative Science & Wisdom
A CancerGuides® SeminarOctober 26 – 28, 2012 Omega InstituteRhinebeck, NY
Mind, Mood & Food: Optimal Nutrition for the Brain
A Food As Medicine SeminarMarch 15-17, 2013 Kripalu Center for Yoga & Health Stockbridge, MA
MONdAY AGENdA
s lu g
Proudly presents the
2012 Patient- and Family-
Centered Care Leadership Award to
James B. Conwayfor his commitment as a senior leader in health care to advancing
the practice of patient- and family-centered care and developing effective partnerships with patients and families at all levels of care, and in
health care redesign, safety, and quality improvement
mo
nd
ay
a
ge
nd
a
41
s lu g
7:00 – 8:00 am Exhibit Hall
BREAKFAST ACTIVITIEScontinental breakfast, poster displays, exhibits
8:00 – 10:00 am Regency
OPENING PLENARY SESSIONJames b. conway — patient- and family-centered care leadership award recipient
Jim Conway is an adjunct lecturer at the Harvard School of Public Health in Boston, and a principal of the Governance and Leadership Group of Pascal Metrics in Washington, dC . He has been the Senior Vice President of the Institute for Healthcare
Improvement (IHI) and a Senior Fellow . during 1995-2005, Jim was Executive Vice President and Chief Operating Officer of dana-Farber Cancer Institute (dFCI), Boston . Prior to joining dFCI, he had a 27-year career at Children’s Hospital, Boston . His areas of expertise and interests include governance and executive leadership, patient safety, change management, crisis management, and patient- and family-centered care .
where do i fit in? a bed’s eye View of patient- and family-centered care
Tiffany Christensen, BFA, CEO; Sick Girl Speaks, Inc., Patient Leader, TeamSTEPPS Master Trainer, Author, Co-Chair of the Duke Patient Advocacy Council; Durham, NC
Having been born with cystic fibrosis and having received two life-saving double lung transplants, Tiffany will offer a “bed’s eye view” of patient- and family-centered care . She will distinguish between patient- and family-centered care and good bedside
manner or just being kind to patients and families . Based on her personal experience and her work in health care, Tiffany will outline specific areas in which patient- and family-centered care opportunities exist and those that need attention, and she will propose strategies to create an environment that supports patient- and family-centered care .
patterns of innovation: where good ideas come from
Steven Johnson, Author of seven best-selling books on the intersection of science, technology, and personal experience, and recognized as one of the Top Ten Brains of the Digital Future by Prospect magazine; Marin County, CA
Steven’s talk will draw from his best-selling new book, Where Good Ideas Come From: The Natural History of Innovation, which looks at environments that have an enduring track record of generating breakthrough ideas . He will discuss the defining characteristics of
innovative spaces, and focus on the way new technology
platforms can be harnessed to increase creative thinking in organizations large and small . He will use entertaining stories to illustrate patterns of innovation at work .
10:00 – 10:30 am Exhibit Hall
STAFFEd POSTERS, ExHIBITS, COFFEE BREAKauthor book signing: steven Johnson
10:45 am – 12:45 pm
CONCURRENT SESSIONS (A1-A10)
mondaY, June 4, 2012
daY at-a-glance
monday, June 4, 2012
7:00 am – 8:00 am Registration, Continental Breakfast, Exhibits, Poster displays
8:00 am – 10:00 am Plenary Session
10:00 am – 10:30 am Break — Exhibits/Poster Presentations (staffed)
10:45 am – 12:45 pm Concurrent Sessions (A1 – A10)
12:45 pm – 2:00 pm Lunch in Exhibit Hall — Exhibits / Poster Presentations (staffed)
special luncheon with Jim conway — Learning and Improving Health Care Systems: The Patient, the Family, the Public (Reservations required)
2:15 pm – 3:30 pm Major Breakout Sessions (B1 – B5)
3:30 pm – 3:45 pm Break
3:45 pm – 5:00 pm Concurrent Sessions (C1 – C10)
5:00 pm – 6:30 pm Welcome Reception (Exhibits/Poster displays)
6:30 pm Networking dinner at Medaterra Bistro and Bar (Reservations required)
mo
nd
ay
a
ge
nd
a
42
C o n fer en C e S eS S i o n S
a3 Forumimproving Quality of hospital-based psychiatric services at contra costa regional medical center through partnership with patients and families
Teresa Pasquini, Patient and Family Advocate; Charles Saldanha, MD, Chief Psychiatrist; Contra Costa Regional Medical Center, Martinez, CA
Patient and family partners collaborated in redesign of psychiatric services at Contra Costa Regional Medical Center offering insight into problems and guiding goals and priorities for improvement . Resultant improvements include greater patient safety, decreased waiting times, and greater inclusion of social supports .
integrating a family engagement and support program into mental health peer support services: leadership roles, opportunities and challenges
Annette Drost, Family Representative; Helen Harris, RSW, MSW, MA, Manager, Social Work; Dawnna Keith, RRP, CVP, CPRP, Manager, Rehabilitation; Schizophrenia and Community Integration Services; Fiona Wilson, BA, CPRP, Coordinator, Peer Support Services, Mental Health and Addiction Program; St. Joseph’s Healthcare Hamilton, Hamilton, Ontario, Canada
The development and implementation of a Family Engagement and Support Program into an existing consumer driven and run Peer Support Service at an Acute and Specialized Mental Health and Addiction Facility creates unique leadership opportunities and challenges to be explored .
a4 Ambassadorengaging patients and families in their own care and in improving primary care practices: lessons from the california healthcare foundation’s “team up for health” initiative
Ross Adams, MS, CCC-SLP, Patient Advisor; Samer Assaf, MD, Physician; Sharp Rees-Stealy, San Diego, CA; Kate Meyers, MPP, Project Manager; California HealthCare Foundation, Oakland, CA; Debra Rosen, RN, MPH, Program Director, Public Health Programs, Chronic Disease and Health Education; Northeast Valley Health Corporation, San Fernando, CA
Cutting-edge provider organizations will share their approaches to and experiences with improving patient engagement,
strengthening communication skills and self-management support, and involving diverse clinic staff, patients, and families in assessing areas for improvement in primary care .
a1 Regencypatient- and family-centered care as a framework for process excellence
Jane Fusilero, RN, MSN, MBA, Chief Nursing Officer, Vice President for Patient Care Services; Nancy Newman, LCSW, Director, Patient Support and Advocacy; Monica Vakiner, RN, BSN, Patient Advisor; Moffitt Cancer Center, Tampa, FL
Three Patient Experience Projects, which were based on the principles of patient- and family-centered care, will be described . Involvement of patient advisors, use of the Institute for Patient- and Family-Centered Care Institutional Assessment tool, project processes, and measurable outcomes related to the patient experience will be discussed .
moving from a system-centered to a patient- and family-centered system: an organization’s Journey
Sharon Quinlan, RN, MSN, MBA, Clinic Director/Co-Director, Department of Primary Care; Wade Roseth, Patient and Family Partner; Amy Vanderscheuren, MA, Coordinator of Patient- and Family-Centered Care; Essentia Health, Duluth, MN
As part of its strategic implementation of the patient- and family-centered care philosophy, Essentia Health created a program that successfully engages patient and family partners . This presentation will describe Essentia’s journey, including program ideation, implementation, lessons learned, and evaluation tools .
a2 Congressional Aa provincial Journey to patient- and family-centred care: saskatchewan, canada
Malori Keller, BA, Client & Family Centered Care Specialist; Saskatoon Health Region, Saskatoon, SK; Kathleen Peterson, BSc, BEd, Director, Health System Planning; Saskatchewan Ministry of Health, Regina, Saskatchewan, Canada
The province of Saskatchewan is simultaneously approaching the adoption of patient- and family-centered care from both a top-down and bottom-up approach . The Patient First Review recommendations are the system foundation and the Saskatoon Health Region is building their client- and family-centred care program .
patients and families first: innovation and collaboration for Quality health care
Gwen Curtis, RN, BScN, Professional Practice Officer; Tracy Zambory, RN, First Vice President; Saskatchewan Union of Nurses, Regina, Saskatchewan, Canada
The Patients and Families First Initiative was developed to address gaps in health care by engaging patients, members of the public, patient advocacy groups, nurses, and health care practitioners to develop and test sustainable innovations for improving patient- and family-centred care .
mo
nd
ay
a
ge
nd
a
43
C o n fer en C e S eS S i o n S
putting family-centered care into action: using simulation training to achieve partnerships to improve patient outcomes
Darlene Barkman, MA, Family Consultant; Elizabeth Steinmiller, MSN, PMHCNS-BC, Clinical Nurse Specialist in Mental Health; The Children’s Hospital of Philadelphia, Philadelphia, PA
Clinical leaders and family consultants partnered to create and implement a simulation-based educational curriculum . The goal of participation was to improve charge nurses’ assessment, communication skills, and to appropriately use resources to partner better with families under stress .
a7 diplomatdeveloping and implementing mind-body programs and practices within a patient- and family-centered framework
Rob Rutledge, MD, FRCPC, Radiation Oncologist, Nova Scotia Cancer Centre/Co-Founder, Healing and Cancer Foundation/Associate Professor, Faculty of Medicine, Dalhousie University; Halifax, Nova Scotia, Canada; Liz Crocker, MEd, Vice Chair, Board of Directors, Institute for Patient- and Family-Centered Care/Consultant, Dalhousie School of Medicine; Nova Scotia, Canada; Joanne Cohen-Katz, PhD, Co-Director; Susan Wiley, MD, Co-Director; Lesley Williams, Teacher/Former Patient; Lehigh Valley Health Network Center for Mindfulness, Allentown, PA; Sandra Smeeding, PhD, CNS, FNP, Founder, Integrative Health Program and Clinic (IHPC)/Veterans Affairs (VA) Salt Lake City Health Care System/Adjunct Faculty, University of Utah College of Health and College of Nursing; Salt Lake City, UT
In this session, clinicians, researchers, and patients and family members will share their
experience creating and delivering mind-body programs in a variety of health care settings . Presenters will illustrate strategies for gaining support from leadership and ways to sustain mind-body programs once they are created . An experiential exercise and time for questions and answers will be included .
a8 Empirereflections: Year ten of a patient and family advisory council
Maggie Carvan, MA, MPA, Patient and Family Advisory Council Member; Renee Johnson, BA, Program Coordinator; Diane (Deb) Kanady, Member; MGH Cancer Center Patient and Family Advisory Council, Massachusetts General Hospital Cancer Center, Boston, MA
This presentation will offer reflections on the 10-year experience of our academic cancer center’s adult Patient and Family Advisory Council . Topics include how to sustain effective partnerships with patients and families and their role in health care re-design .
a5 Palladianrevisiting Visiting: increasing family presence and participation
Christa Grim, Patient and Family Advisor; Rita Linnenkamp, RN, BSN, Charge Nurse, Prep and Pre-Anesthesia Testing; Sherry Perkins, PhD, RN, Chief Operating Officer/Chief Nursing Officer; Anne Arundel Medical Center, Annapolis, MD
AAMC transformed a five year old visiting policy titled “Visiting and Visitor Control” to “Family Presence and Participation” by partnering with patient and family advisors, and collaborating with a multidisciplinary team in our efforts to become more patient- and family-centered .
completing the team: a training program to support staff in integrating a patient’s support person into the clinical environment
Libby Hoy, BS, Founder, Patient & Family Centered Care Partners, Inc.; Stephanie Stembridge, BA, Family Advocate; Long Beach Memorial Medical Center, Long Beach, CA
Completing the Team Training provides staff the opportunity to express concerns, learn skills related to partnership, and to practice those skills while increasing their understanding of the benefits of integrating patients’ family members into the hospital environment .
a6 Congressional Binstructional design for new graduate nurses: teaching patients and families
Susan Brandt, Parent; Ms. Wayne Neal, MA, RN-BC, RN, Manager, Patient/Family Education; Children’s National Medical Center, Washington, DC
The purpose of the formal instructional design is to teach the novice nurse principles of patient/family education . This design facilitates active learning and develops knowledge and skills to effectively teach patients and families based on their unique needs .
(continued on next page)
mo
nd
ay
a
ge
nd
a
44
C o n fer en C e S eS S i o n S
designing a one-in-a-million family center with families
Vivian McCombie, Family Advisory Council Member; Oscar Mesa, BHSA, Manager, Michael Fux Family Center; Erick Pritchett, Parent, Co-Chair, Family Advisory Council; Janet Bell Taylor, MBA, Director, Patient Family Services; Miami Children’s Hospital, Miami, FL
To demonstrate that the partnership of families, architects, designers, and administration leaders can create a patient- and family-centered center . This presentation will show the critical importance of family inclusion in all phases of facility design and construction .
12:45 – 2:00 pm Exhibit Hall
LUNCH BREAKl(Lunch stations in Exhibit Hall; lunch vouchers provided)
staffed posters, exhibits, and lunch
SPECIAL LUNCHEON Empire Room WITH JIM CONWAY ($55)learning and improving health care systems: the patient, the family, the public
Together we seek a continuously learning and improving health care system . Getting there requires a supportive environment, concrete learning processes and practices, leadership behaviors that provide reinforcement, and more . Jim
Conway, a member of the IOM Committee on the Learning Health Care System in America, will outline the vision, key gaps, and the path forward focused on the patient, the family, and the public .
2:15 – 3:30 pm
MAJOR BREAKOUTS (B1-B5)
b1 Regencybeyond the bedside: a patient perspective of partnership and safety
Tiffany Christensen, BFA, CEO; Sick Girl Speaks, Inc., Patient Leader, TeamSTEPPS Master Trainer, Author, Co-Chair of the Duke Patient Advocacy Council, Durham, NC
“Beyond the Bedside: A Patient Perspective of Partnership and Safety” is a completely unique program combining the experiences of author, national speaker, and two-time double lung transplant recipient, with TeamSTEPPS tools .
getting the most from Your advisory council meetings — productive meeting facilitation
Lisa Morrise, MA, Patient and Family Centered Care Coordinator; Primary Children’s Medical Center, Salt Lake City, UT
The most common complaints about meetings are that they are unproductive, often due to a lack of organization, and that one or two persons “take over” the meeting . You can overcome these issues by learning the art of meeting facilitation .
a9 Cabinetwalk a mile in my shoes: patients’ and providers’ perceptions of electronic personal health records
Christine Abbott, Administrative Clerk, Department of Family Services; Georgia Health Sciences Medical Center; Christine O’Meara, MA, MPH, Program Development Coordinator; Georgia Health Sciences University Center for Patient- and Family-Centered Care; Augusta, GA
Ethical issues, disadvantages, and advantages of using electronic Personal Health Records (PHR) will be explored . Participant input is juxtaposed against patients’/providers’ perceptions of PHRs from an Agency for Healthcare Research and Quality-funded (AHRQ) hypertension study in two Georgia Health Sciences University outpatient clinics .
creating a patient/family friendly electronic medical record tool to increase patient and family engagement
Theresa May, BSN, MA, RN, Clinical Education and Practice Manager; Renee Pellinger, BA, Chair, Family Advisory Council; Children’s Hospitals and Clinics of Minnesota, Minneapolis, MN
A Children’s Family Advisory team responded to parent feedback and worked to develop a user-friendly electronic medical record tool to provide families access to real-time data regarding their child’s clinical condition .
a10 director’s Roombeyond bricks and mortar to patient- and family-centered care: early parent and child involvement in the development and implementation of a new pediatric hospital building
Natalie Bushaw, Parent Advisor; Lora Harding Dundek, MPH, Manager, Birth and Family Education and Family Support Services; Fairview HealthServices, Minneapolis, MN
Over five years of planning and implementation of a new hospital building, parents and children were involved in every step of the way, from facility design to program planning, innovation of care and development, and embedding of a new culture .
a8 (continued from previous page)
mo
nd
ay
a
ge
nd
a
45
C o n fer en C e S eS S i o n S
b5 diplomatcan academic medical centers improve service and hcahps scores? learn from the best how it’s done!
Kim Blanton, Patient-Family Advisor; Vidant Health, Greenville, NC; Kathy Vermoch, MPH, Project Manager, Quality Operations; University HealthSystem Consortium (UHC), Chicago, IL
Findings of a Vidant Health study comparing the HCAHPS scores of 96 academic medical centers to Value-Based Purchasing benchmarks: revenue impact, best practices, and leadership qualities . An advisor from top-performing Vidant Medical Center will share approaches for successfully implementing patient- and family-centered concepts and enhancing satisfaction .
3:30 – 3:45 pm
BREAK
3:45 – 5:00 pm
CONCURRENT SESSIONS (C1-C10)
c1 Palladianengaging patients and families in health care: the Vanderbilt experience
Mary Ann Peugeot, CPA, Chair, Patient/Family Advisory Council; Vanderbilt University Medical Center; David R. Posch, MS, Chief Executive Officer, Vanderbilt University Hospital and Clinics/Executive Director, Vanderbilt Medical Group; Nashville, TN
This program will show how senior leadership at Vanderbilt has actively utilized the input of the advisory council for short-term and long-term planning for the institution .
c2 director’s RoomYorkshire neonatal network, united Kingdom
challenging the principles of family care through benchmarking: a partnership approach to neonatal care across neonatal networks
Gwynn Bissell, RGN, Education and Parent Lead, Leeds Teaching Hospitals; Denise Stewart, Family Representative, Bradford Royal Infirmary; Yorkshire Neonatal Network, West Yorkshire, United Kingdom
The programme developed national drivers; directing Neonatal Networks to take greater responsibility in quality control of care and support offered to babies and families . Using a partnership approach to benchmarking care processes offered impartiality and preserved the family focus .
b2 Ambassadorimplementing family partnerships in improvement: the Vermont oxford network (Von)
Jeffrey Horbar, Chief Executive and Scientific Officer, Vermont Oxford Network, University of Vermont; Burlington, VT; Joanna Celenza, Family Leader and Faculty for Improvement Collaboratives, Vermont Oxford Network; Lebanon, NH
The mission of the Vermont Oxford Network (VON) is to improve the quality and safety of medical care for newborn infants and their families through a coordinated
program of research, education, and quality improvement projects . VON has included family advisors on multidisciplinary improvement teams since 1998 in the context of the Neonatal Intensive Care Quality (NICQ) Collaboratives . The role of family advisors in these collaboratives has evolved and deepened as new opportunities for incorporating the family perspective have been created . Family advisors are equal members of the multidisciplinary teams that have examined improvements across many different clinical areas and have served as faculty for the most recent improvement collaboratives . This session will share ways in which VON continues to strengthen the engagement of family advisors in working to improve the outcomes of infants and their families .
b3 Palladianadvocacy as a tool to promote high-Quality, patient- and family-centered health care: making communities a force for change to improve care for Vulnerable patients
Jennifer Sweeney, Director, Americans for Quality Health Care; National Partnership for Women & Families, Washington, DC
This session will share lessons learned by the Campaign for Better Care and provide specific tools to help participants become change-makers in their communities . Strategies to build strong local coalitions to make our health care system more patient- and family-centered will be identified .
b4 Congressional A&Bstrategies to achieve patient-centered primary care: what are we doing at the innovation center at cms?
Richard J. Baron, MD, Director, Seamless Care Models Group, Center for Medicare and Medicaid Innovation; U.S. Department of Health and Human Services, Washington, DC
New models of primary care delivery will require new models of payment support . Those who provide Primary Care are frustrated by the challenges they face in meeting their patients’ needs, and are very open to re-designing their practices . New models of payment can be designed to
provide the support providers need to design their practices based on patient needs rather than volume of visits . Engaging patients as design partners in these efforts will be critical to success .
(continued on next page)
mo
nd
ay
a
ge
nd
a
46
C o n fer en C e S eS S i o n S
c5 diplomatutilizing patient and family advisors to develop strategies that improve the transition of care between critical care departments
Lisa Beck, RN, BsCN, MSN-CNS, Critical Care, Director ED/ICU/Trauma; Keith Taylor, Chair, Patient Family Advisory Council; Thunder Bay Regional Health Sciences Centre, Thunder Bay, Ontario, Canada
Patient Family Advisors (PFAs) provide invaluable insight and direction to improving the transfer experience between departments . Families of critically ill patients requiring immediate transfer need to feel supported, informed, and connected to caregivers throughout the continuum of care .
c6 Empirecollaboration at its finest: patient safety liaison rounds
Sherrill Beaman, RHIA, CPHQ, MPH, Director of Quality Programs; Shannon Ellis, Patient/Family Advisor; Heritage Hospital, Tarboro, NC; Dave Galloway, Member, Patient and Family Advisory Council; Susan Ingram, RN, MSN, Manager, Patient Safety; Vidant Medical Center, Greenville, NC
To expedite goals related to patient safety, quality and exceptional experiences in care, Vidant Health developed models of patient safety rounding . Both of these models emphasize collaboration with patient and family advisor .
c7 Executiveon-boarding new employees to foster a culture of patient- and family-centered care
Elizabeth Lane-Davies, Volunteer; Marilyn Potgiesser, RN, Coordinator, Patient and Family Centered Care; Bronson Healthcare Group, Kalamazoo, MI
Learn how patient and family advisors at Bronson Healthcare are strategically involved in the on-boarding of new employees to foster Bronson’s culture of patient- and family-centered care .
the Journey of developing a parental involvement pathway across a neonatal network
Gwynn Bissell, RGN, Education and Parent Lead, Leeds Teaching Hospitals; Denise Stewart, Family Representative, Bradford Royal Infirmary; Yorkshire Neonatal Network, West Yorkshire, United Kingdom
This project was developed over a number of years following numerous catalysts . despite the many dissenters along the way, success has prevailed . Families and parents now have many forums to deliver their voice .
c3 Ambassadorpatient- and family-centered care and patient satisfaction and loyalty: shared success through collaborative partnership
Michelle Mirsky, BS, Family Liaison; Dell Children’s Medical Center, Austin, TX
By forging an intentional collaborative partnership between patient- and family-centered care and process improvement initiatives around Patient Satisfaction and Loyalty, dell Children’s Medical Center of Central Texas was able to show significant improvement in key low-scoring NRC Picker satisfaction survey questions .
embracing families in performance improvement initiatives leads to positive outcomes: family and staff working together to streamline registration and scheduling processes and procedures
Pat O’Hanlon, Family Faculty; Donna Provenzano, CTRS, Director Family-Centered Care; Linda Waddell, Family Faculty; Children’s Specialized Hospital, New Brunswick, NJ
This presentation will share how families and staff collaborated to implement lasting changes to our registration and scheduling processes . Families partnered with senior leadership and staff on performance improvement committees which resulted in increased patient and family satisfaction scores .
c4 Regencydesigning the best: engaging stakeholders in primary care transformation
Susan Edgman-Levitan, PA, Executive Director, Stoeckle Center for Primary Care Innovation; Massachusetts General Hospital, Boston, MA
This session will focus on methods of engaging all of the stakeholders who are essential to achieving the best models of practice in primary care . It will feature examples of how these methods have been used to redesign practices that achieve the Triple Aim (improving the experience of
care, improving the health of populations, and reducing per capita costs of health care) and provide the best quality of life for clinicians and staff .
c2 (continued from previous page)
mo
nd
ay
a
ge
nd
a
47
C o n fer en C e S eS S i o n S
c8 Congressional A&Bintegrative therapy services for people coping with cancer: advocating for patients and families to create a personalized care path for comfort, healing, and well-being
Jennifer Currin-McCulloch, LMSW, OSW-C, Oncology Social Worker; Toby Hollenberg, Patient and Family Advocate; Curtis & Elizabeth Anderson Cancer Institute, Memorial Health University Medical Center, Savannah, GA
This session will showcase and discuss resources needed to develop a patient, family, and community-driven program for integrative medicine services within a community cancer center . developmental concepts, program structure, marketing of services, and lessons learned will be shared .
meeting the needs of patients who frequently present to the emergency department with persistent pain
Carolyn Hullick, BMed, DipPaed, Fellow of the Australasian College of Emergency Medicine, Director of Emergency Medicine, John Hunter Hospital and Greater Newcastle Acute Care Hospitals; Hunter New England Health, Newcastle, New South Wales, Australia
A coordinated and patient centred model of care for people with chronic pain, who frequently attend the Emergency department, was implemented . Results include positive feedback from patients and staff, along with a reduction in inpatient bed days and unnecessary investigations .
c9 Cabinet“my child isn’t getting better”: a collaborative Journey with bereaved parents
Rhonda Cardenas, Proud Parent; Patricia Wells, MSN, RN, CNS, PNP, Director, Patient- and Family-Centered Care; MD Anderson Cancer Center, The Children’s Cancer Hospital, Houston, TX
For three years, the Supportive Care Committee has made a dramatic impact in the way staff, parents, and patients collaborate to provide the best end of life care possible . Background, organization, outcomes, goals, and evaluation of this group will be discussed .
c10 Forumassessing family-provider partnerships and satisfaction with services among u.s. children with special health care needs
Diana Denboba, Branch Chief, Integrated Services Branch, Division of Children with Special Health Needs; Mary Kay Kenney, PhD, Health Statistician; Health Resources and Services Administration/Maternal and Child Health Bureau, Rockville, MD
during this session, we document ongoing federal efforts to monitor and foster family-provider partnerships and satisfaction with services necessary for successful community-based systems for families of children with special health care needs .
5:00 – 6:30 pm Exhibit Hall
WELCOME RECEPTIONposters and exhibits (Cash bar/light hors d’oeuvres)
48
no
te
s
notes
MONdAY ABSTRACTS
mo
nd
ay
a
bs
tr
ac
ts
51
NOTE: All abstracts are printed as submitted by presenter/s with little or no editorial changes .
a1patient- and family-centered care as a framework for process excellence
Jane Fusilero, RN, MSN, MBA, Chief Nursing Officer, Vice President for Patient Care Services; Nancy Newman, LCSW, Director, Patient Support and Advocacy; Monica Vakiner, RN, BSN, Patient Advisor; Moffitt Cancer Center, Tampa, FL
Description: Using the principles and core concepts of Patient- and Family-Centered Care (PFCC), as well as data from patient satisfaction surveys and other sources, three multi-disciplinary Patient Experience Project teams looked at opportunities to enhance the patient and family experience in the clinics, inpatient units and other settings across the continuum . Patient and family advisors, physicians and staff were involved in all aspects from the beginning . After a major educational roll-out in 2008 of PFCC to all employees, these grass-root Patient Experience Projects were designed to further advance the practice of patient- and family-centered care through partnership, a more in-depth understanding of patient and family needs, and the opportunity to bring creative ideas to the table . Magic wand exercises, structured assessments, data from multiple sources and Lean principles and techniques were used . Objectives and measurable outcomes were developed for each project . Initial subject areas for one project included: environment of care, communication, wait times, counseling and support, patient education, processes, and partnership between staff, faculty and patient/family advisors . From the initial assessment the following workgroups were developed for further assessment and action planning: Environment of Care, Customer Service, Counseling and Support, and Patient Education . The three areas of focus were: The GI Clinic (GI Patient Experience Project), an inpatient unit (3 North Patient Experience Project) and a surgical procedure that spans the continuum of care (Whipple Workgroup) . The processes, tools, and methods used in these projects are applicable to all settings . It is expected that after attending this session, participants will be able to implement similar projects in their own institutions, thus advancing the practice of PFCC on a wider scope and improving patient and family experiences . Institutional benefits will be described as well .
Outcomes: Measurable outcomes were identified in each project charter . They included patient satisfaction metrics, length of stay, complication rates, readmission rates, volume indicators for patient educational tools and social work templates, and others as appropriate . dashboards with metric results will be an integral part of the presentation .
Lessons Learned: These projects were successful as a result of leadership buy-in (faculty and administrative champions for each project), early and active involvement of advisors, clearly defined methods that precluded quick and potentially inadequate solutions, and involvement of line staff and faculty in defining the opportunities for improvement and taking action .
moving from a system-centered to a patient- and family-centered system: an organization’s Journey
Sharon Quinlan, RN, MSN, MBA, Clinic Director/Co-Director, Department of Primary Care; Wade Roseth, Patient and Family Partner; Amy Vanderscheuren, MA, Coordinator of Patient- and Family-Centered Care; Essentia Health, Duluth, MN
Description: Essentia Health, headquartered in duluth, MN is an integrated health system serving patients in Minnesota, Wisconsin, North dakota, and Idaho . developed in Essentia’s East Region (Northeastern Minnesota and Northwestern Wisconsin), the “Patients and Families as Partners Program” is a programmatic approach to engaging patients and families as partners across the health care system . Through this program, patients and family partners are engaged as advisors, mentors, and educators . designed by staff, and patient and family partners, the program employs a strategic approach to recruitment, vetting, training, and evaluation . The “Patients and Families as Partners Program” is the mechanism Essentia Health uses to advance the culture of patient- and family-centered care across the organization . In partnership with health care leaders and staff, patients and families serve on Advisory Councils and organizational committees; participate in pediatric and adult care mentor programs in both acute and ambulatory settings; and share their health care stories as way of educating staff about the importance of working with patients rather than doing things to and for them . In addition, patient and family partners play a direct role in developing program requirements and expectations; writing and delivering training curricula; and assessing the efficacy of the programming . Inarguably, this program has been instrumental in the dissemination of patient- and family-centered care principles and philosophy, and in moving Essentia Health from a system-centered organization towards one that is more patient- and family-centered .
Outcomes: In the course of one year, Essentia Health increased the number of Advisory Councils from one to ten; increased the number of patient and family partners on organizational committees from one to fifteen; developed two mentor programs and trained forty mentors; and captured dozens of patient and family stories .
Lessons Learned: Through the growth and development of this program, Essentia Health staff learned valuable lessons about: effective dissemination of principles and philosophy; how to create partnerships in which patients and family members recognize the value of their contributions; and how to employ successful recruitment, vetting, training, and evaluation strategies .
mo
nd
aY
a
bs
tr
ac
ts
52
patients and families first: innovation and collaboration for Quality health care
Gwen Curtis, RN, BScN, Professional Practice Officer; Tracy Zambory, RN, First Vice President; Saskatchewan Union of Nurses, Regina, Saskatchewan, Canada
Description: The Saskatchewan Union of Nurses (SUN) represents more than 8,700 Registered Nurses (RNs), Registered Nurse Practioners (RN/NP)s), and Registered Psychiatric Nurses (RPNs) in both rural and urban settings throughout the province . In 2009, SUN created a new organizational branch dedicated to advancing patient- and family-centred care, which includes a director, two Professional Practice Officers, a Research and Policy Analyst, and office support . Known as the Patients and Families First Initiative, this innovative work is aimed at engaging patients and their families, collaborating with key stakeholders, providing professional education and support, and addressing the gap between the reality of nursing practice environments and the theoretical and clinical research that supports nursing innovation and patient-centred care . In order to support these objectives, the “Patients and Families First Challenge” was designed as a strategy to directly engage patients, members of the public, patient advocacy groups, and SUN members in developing and testing sustainable innovations that will improve patient-centred care . This Challenge addresses the need to give a voice to patients and empower frontline nurses to optimize quality care by inviting proposals from patients, members of the public, patient advocacy groups, and SUN members to develop their ideas for improving patient-centred care in Saskatchewan . The Challenge involves two $10,000 awards - one for patients, members of the public, and patient advocacy groups - and one for SUN members and SUN member-led nursing groups . Both awards were judged based on patient-centredness, spreadability, sustainability, impact, degree of collaboration achieved, and originality . Both qualitative and quantitative measures have aided in evaluating progress, including: number of innovation ideas submitted; degree of collaboration on joint innovations; quality of evaluations from workshops; number of partnerships achieved; tracking the implementation of innovations and measuring outcomes .
Outcomes: A total of 93 Challenge applications: 44 from SUN members, 5 from patient advocacy groups and 44 patient applications . Nurses are excited and engaged to formulate their own strategies for advancing the outcomes and experiences of patients, and their families, with patients and their families . Practice environments are also benefiting .
Lessons Learned: The value of providing a forum for not only administrators, but frontline providers to learn from the experiences of patients and their families . The importance of engaging patient and family advisors from the outset to help guide the Initiative . Planning for sustainability .
a2a provincial Journey to patient- and family-centred care: saskatchewan, canada
Malori Keller, BA, Client & Family Centered Care Specialist; Saskatoon Health Region, Saskatoon, SK; Kathleen Peterson, BSc, BEd, Director, Health System Planning; Saskatchewan Ministry of Health, Regina, Saskatchewan, Canada
Description: Saskatchewan embarked on a Patient First Review from 2008-2009 . This was a different kind of health system review because it started and ended with the patient voice . Through engagement of patients and families, front-line staff and providers, and stakeholder groups, independent Commissioner Tony dagnone’s report For Patients’ Sake provided 13 recommendations on how the health system could improve the patient experience . The first and foremost recommendation states that the system should adopt patient- and family-centred care (PFCC) as its principal aim and foundation . The development of a provincial PFCC framework, the setting of system expectations to adopt this approach and the alignment of other transformation initiatives such as Releasing Time to Care™, Lean, and the Saskatchewan Surgical Initiative are making inroads into improving patient care . This presentation will also highlight one regional health authority’s strategies and processes for embracing client- and family-centred care . Four years into the Saskatoon Health Region’s journey, many strides have been made including gaining senior leadership support and successfully engaging patients and families into advisory and educational roles . A walk through its journey will highlight how a top down and bottom up strategy seeks to spread across the organization . The region puts a large emphasis on embedding the patient and family voice by creating a formal structure to engage patients and families in advisory roles . This structure has effectively engaged more than 60 advisors in acute care alone and continues to expand daily into new areas of acute care and throughout long-term care homes . The organization is seeking to embrace PFCC in all aspects of health care, which includes acute care, long-term care and community services in both urban and rural locations . At this point in the journey momentum has been gained organizationally by weaving PFCC through quality improvement initiatives including Lean and Releasing Time to Care™ .
Outcomes: Conversations amongst senior leaders in the health system are changing . Leaders and staff are asking how program and practice changes will affect patients, committees are requesting patient and family advisors, and leaders, providers and staff are learning that they don’t always know what patients actually want .
Lessons Learned: Organizational commitment & senior leader understanding - critical; asessments may not always be first step; priorities for improvements differ based on the perspective from which you start . Satisfaction measures don’t instantly improve; they may be inflated to begin with . Education is needed at the individual level; spreading it across an organization takes years .
mo
nd
ay
a
bs
tr
ac
ts
53
integrating a family engagement and support program into mental health peer support services: leadership roles, opportunities and challenges
Annette Drost, Family Representative; Helen Harris, RSW, MSW, MA, Manager, Social Work; Dawnna Keith, RRP, CVP, CPRP, Manager, Rehabilitation; Schizophrenia and Community Integration Services; Fiona Wilson, BA, CPRP, Coordinator, Peer Support Services, Mental Health and Addiction Program; St. Joseph’s Healthcare Hamilton, Hamilton, Ontario, Canada
Description: In Summer of 2009, Executive of the Mental Health and Addiction Program (MHAP), of a large regional health care hospital, mandated the creation of a Family Initiative . The Initiative’s purpose is to enhance and build capacity for excellence in the delivery of Family Centred Care . With a strong history of success in implementing patient-centred care programs, including formalized peer support and a patient council, Initiative members, made up of staff and family representatives, came together with a shared commitment to significantly increase and improve efforts to engage family members in the provision of care wherever possible . A unique aspect of the project is the utilization of existing Peer Support Service infrastructure to house the Family Centred Care initiative . Historically, in mental health, patient and family initiatives have been implemented as distinct entities . Patient and family programs, and their leaders, often exist at a distance and/or work at odds from one another . This distance is due to both perceived and real disparities in beliefs and objectives between the two groups, even though ultimately both groups share a common goal, namely the improved care and quality of life for individuals living with a serious mental illness . It is the belief of the MHAP Executive, the Initiative Lead and its members, that housing the two groups under the same auspices will in fact provide opportunities to address any disparities and bring patients and families together to create a stronger voice in representing patients and families within the facility and its programs and services . The project will achieve this by mirroring the hospital’s psychiatric survivor driven peer support model in creating a family-to-family peer support program . In addition, the Family Advisory Council will work in parallel to the existing Patient Council, facilitated by the newly created Family Liaison Worker position .
Outcomes: Creation of full-time Family Liaison Worker; Creation of Family Advisory Council; Increased collaboration with Family representatives to create program; Increased collaboration with community-based Family groups; decreased division between patient and family initiatives; Increased capacity to support and deliver Family Centred Care across the MHAP .
Lessons Learned: Early inclusion of patient and family representatives in all planning and design phases . Early inclusion of key clinical staff who have an historical role in supporting families . Buy-in from Executive team members to champion and support change . Using a knowledge transfer model to support putting evidence based services into practice .
a3improving Quality of hospital-based psychiatric services at contra costa regional medical center through partnership with patients and families
Teresa Pasquini, Patient and Family Advocate; Charles Saldanha, MD, Chief Psychiatrist; Contra Costa Regional Medical Center, Martinez, CA
Description: CCRMC made a commitment to a more patient- and family-centered approach to delivering safe, efficient, effective, timely, and equitable care . Moreover, CCRMC recognized the benefits of partnership with our patients, families and community in making critical decisions in transforming our system . Patient and family partners described the experience of behavioral health patients presenting to CCRMC as chaotic, unsafe, and lacking in respect . Leaders of Contra Costa Regional Medical Center invited these partners to participate in performance improvement initiatives to address these issues . Patients and families described the former process of presenting to the Emergency department before transfer to Psychiatric Emergency Services (PES) as hectic and stressful, lacking in privacy and patient-centeredness, and delaying access to behavioral health specialists . CCRMC has adopted Lean as a discipline to guide performance improvement . Patient and family partners were trained and coached in Lean management principles alongside CCRMC staff . They participated in value stream mapping events, sharing their experiences and stories that informed a shared understanding of the current state . The value stream mapping team envisioned an ideal future state: a welcoming, hopeful and recovery-oriented service line that provided timely access to high-quality behavioral health services . Patient and family partners participated in four week-long rapid improvement workshops (Kaizen events) aimed at realizing the ideal future state . during these Kaizen events, process improvements aimed at reducing wait times and length-of-stay, enhancing communication between families and staff, improving patient and staff safety, and creating a more welcoming environment were designed, tested, and implemented . Our partners guided the design of a process for direct arrival of patients to PES, a welcoming and safe multidisciplinary intake process, and several other unit operations changes to improve efficiency and the overall patient experience .
Outcomes: The implementation of these improvements has yielded decreased wait times for service, an increased number of voluntary presentations, fewer behavioral emergencies, improved patient and staff safety, and a high degree of patient satisfaction with services provided .
Lessons Learned: The participation of patient and family partners in performance improvement is essential to understanding the problems of the current state and designing services which provide high-quality care as defined by those who receive it .
mo
nd
aY
a
bs
tr
ac
ts
54
and clinical care team relationships; involving patients and families in improvement processes inspires and motivates clinic team members; and innovative approaches to engaging patients and families as advisors result in fruitful collaborations that positively impact organizational culture and practices .
a5revisiting Visiting: increasing family presence and participation
Christa Grim, Patient and Family Advisor; Rita Linnenkamp, RN, BSN, Charge Nurse, Prep and Pre-Anesthesia Testing; Sherry Perkins, PhD, RN, Chief Operating Officer/Chief Nursing Officer; Anne Arundel Medical Center, Annapolis, MD
Description: After we adopted patient- and family-centered care (PFCC) as our care delivery model, we had consultative help from the Institute for Patient- and Family- Centered Care which helped us with an initial assessment . We also queried 150 nurses and ancillary support staff at our annual nurses retreat in June 2010 regarding the single thing we can do to become more patient- and family-centered . The responses were as follows: 45% of respondents stated that we needed to open visiting hours . We then developed our organization-wide strategic goals in fiscal year 2010 to include two PFCC goals - increasing family presence and participation engaging patient and family advisors, and opening visiting hours . In September 2010, we held our initial task force meeting that involved 22 people: 5 advisors, 8 nurses, our Chief Nurse Exec, our Chief Medical Officer, 2 physicians, ancillary staff from environmental, security, risk management, auxiliary (volunteers), and an IPFCC consultant . We met biweekly and developed a process for policy and unit level guideline review with five main levels of care (Ed, Surgery, Inpatient, Women’s & Childrens, Recovery), and end product requirements for each area submission, a presentation to the task force, and a tracking tool for all the clinical and ancillary departments to monitor their proposed changes and implementation on their respective units . The presentation from the units led to verifying consistency and provided a frame for organization-wide policy development . On June 1, 2011, we went live with the new policy — a presentation event with our CEO, CMO, CNE, other leadership and staff, and patient and family advisors . We provided commemorative pineapple pins, pineapple upside down cake, and pineapple fruit to attendees and the entire staff, symbolizing welcoming families as partners to the health care team .
Outcomes: Policy change to “family presence”; Elimination of the overhead message for visiting hours ending at 8:00 pm; Removal and replacement of old visitation signage; Amended website info; and, Annual nurses retreat survey in 2011 showed a 10% point increase in staff’’s perception of families being welcome 24 hours per day .
Lessons Learned: We really thought we were already patient- and family- centered and realized we didn’t have the perspective of patients and families . We also underestimated how difficult it would be in terms of reshaping the varying philosophies of our team . We are the visitors in the lives of patients and families!
a4engaging patients and families in their own care and in improving primary care practices: lessons from the california healthcare foundation’s “team up for health” initiative
Ross Adams, MS, CCC-SLP, Patient Advisor; Samer Assaf, MD, Physician; Sharp Rees-Stealy, San Diego, CA; Kate Meyers, MPP, Project Manager; California HealthCare Foundation, Oakland, CA; Debra Rosen, RN, MPH, Program Director, Public Health Programs, Chronic Disease and Health Education; Northeast Valley Health Corporation, San Fernando, CA
Description: The “Team Up for Health” initiative has combined several proven approaches to improving self-management
support for patients and engaging them and their families in improving care processes . Over the past two and a half years, six leading California provider organizations received funding, training from expert faculty, and technical assistance through partnerships with Institute for Patient- and Family-Centered Care, Institute for Healthcare Communication, MacColl Institute, University of Colorado, denver, and University of California, San Francisco . The initiative has focused on: 1) improving communication skills among clinical staff; 2) implementing changes to clinical roles and processes to support patient- and family-centeredness and patient engagement in care; 3) partnering with patients and families through advisory committees or membership on existing workgroups to identify ideas for improvement; and 4) leveraging online networks and community resources to support patients between visits . These organizations represent a variety of care settings and patient populations, including four safety net clinics (three with primarily non-English-speaking patients), one academic medical center outpatient clinic, and one large commercial medical group . during the initiative, each organization developed new approaches to engaging patients and their families in 1) their own care, and 2) clinic improvement activities . These included tools and processes to educate and motivate patients to manage their health more effectively, venues for learning about patients’ and families’ priorities, and ideas about how to improve care overall at the clinic . This presentation will describe the approaches used by clinic teams throughout this improvement process, and will showcase some of the best practices in which the patient/family advisors partnered with clinic teams, such as participating in organizational strategy and quality improvement sessions; designing or contributing to tools and resources developed by clinics to engage patients and families in their care; and participating in communication training with clinical teams .
Outcomes: Interim data from the first 18 months shows that participating organizations have made substantial gains across a series of patient, provider, and organizational measures including patient self-care behavior, patient-provider communication and patient- and family-centered care . Teams are also starting to see statistically significant improvements in patient clinical measures .
Lessons Learned: Communication skills that build trust and understanding are transformational to clinician/patient
mo
nd
ay
a
bs
tr
ac
ts
55
This simulation exercise is designed to support the nurses’s knowledge and skill development to teach a simple to complex patient/family needs . This exercise is all done in the simulation lab with props and real time feedback . Parents are given a script and then encouraged to ad lib as well . The new nurse is to identify an education need that is unique for their practice setting . They are to identify a procedure, diagnosis, medication, or treatment that they will teach a patient and/or family while in their hospital area/specialty as they prepare them for discharge . They are to ask their unit preceptor for assistance and are to be prepared with resources to teach when they come into the simulation lab . For example, tracheostomy care, medication safety, PICC line care, etc . Components include: assessment of patient/family for learning style, what’s important for them to know, include teaching principles, health literacy, etc . Education plan must be to the point, structured, and inclusive of the patient and family . A major aspect of teaching is to validate the learning . Parents/caregivers are identified as faculty (standard parent) to come in for the simulation session . Each parent acts engaged and instructed to challenge the nurse . Each nurse has 10-15 minutes to teach/educate the standard parent . Once completed, peers, parent, and facilitator give feedback by writing a summary and then discussing .
Outcomes: Real time teaching simulation allows the novice nurse to readjust her teaching plan . Awareness of patient/family education principles and health literacy . Parents give real time feedback that is respected and heard in addition to feedback from facilitator/peers . New nurses embrace what they learn and apply these skills into their practice .
Lessons Learned: There is an assumption that all nurses know how to assess and teach families . Preceptors do not usually cover this topic with the new nurse or provide them with resource information . Parents are not empowered .
putting family-centered care into action: using simulation training to achieve partnerships to improve patient
Darlene Barkman, MA, Family Consultant; Elizabeth Steinmiller, MSN, PMHCNS-BC, Clinical Nurse Specialist in Mental Health; The Children’s Hospital of Philadelphia, Philadelphia, PA
Description: Nurse leaders in the Cardiac Center at The Children’s Hospital of Philadelphia designed and executed a “skills fair” for Charge Nurses . The objective was to assess and enhance Charge Nurses’ competency in several specific skills . The need for Charge Nurses to be skilled communicators with families who are perceived as presenting challenging behaviors or attempting to direct care was identified as a high priority . The nurse leaders partnered with Family Consultants (both as actor and content experts), a CNS in Mental Health (facilitator), and a Nurse educator from the Center for Simulation, Advanced Education and Innovation to create a simulation training scenario and debriefing template . The scenario challenged the participants to assess the interaction between the parent and bedside nurse, decide how to intervene, and to access other team members to ensure quality, safe patient care was given . The scenario setting was during a night
completing the team: a training program to support staff in integrating a patient’s support person into the clinical environment
Libby Hoy, BS, Founder, Patient & Family Centered Care Partners, Inc.; Stephanie Stembridge, BA, Family Advocate; Long Beach Memorial Medical Center, Long Beach, CA
Description: How will staff in your organization create an environment that welcomes support people into the clinical setting? Completing the Team is a training program with three main components which provides staff the words, tools and behaviors that promote integration of support persons into the health care team . The training begins with a review of the core concepts of patient- and family-centered care . A discussion of factors that impede integration of the support person also includes time for staff members to openly express their concerns about opening the clinical environment to families and support people . The benefits and value of partnership are reviewed at length, and finally multiple examples of the words to use, and the behaviors and tools that support the partnership are provided . In the scenario-based learning, staff have an opportunity to practice what they’ve learned . As with every patient- and family-centered care initiative, it is important to provide the Completing the Team training within the context of your organization’s larger patient- and family-centered care program; this will ensure greater adoption and investment into the standard . Integrating a patient’s support person into the environment will not only help the organization meet the Joint Commission standard, other benefits also emerge . A support person who is confidant and comfortable in the clinical environment becomes a resource to the care team . As the Joint Commission moves forward holding organizations accountable to provide 24- hour access to patient’s support people, hospitals will be challenged to support staff to meet the standard, as well as to optimize the benefits of involving patients and their families in their own care .
Outcomes: The Completing the Team training empowers staff by providing the tools they need to go back to their units and create an environment where a patient’s support members become integrated members of the health care team . Staff learn that the support person is a resource in caring for their patients .
Lessons Learned: Staff need ample opportunity to interact with the words, behaviors, and tools provided . Involving trainees in scenario-based learning is an effective method . Involving patient and family members from your own health care organization as trainers increases the relevance of examples and establishes patients and families as valued partners .
a6instructional design for new graduate nurses: teaching patients and families
Susan Brandt, Parent; Ms. Wayne Neal, MA, RN-BC, RN, Manager, Patient/Family Education; Children’s National Medical Center, Washington, DC
Description: Implementation of a patient/family education plan is initiated upon a child’s admission to the hospital .
(continued on next page)
mo
nd
aY
a
bs
tr
ac
ts
56
ways to sustain mind-body programs once they are created . An experiential exercise and time for participant question and answer will be included .
Outcomes: Attendees will gain an understanding of what constitutes a mind-body initiative in a health care setting and will be presented with successful strategies used by others when implementing mind-body centric initiatives . Attendees will be able to experience several mind-body modalities .
Lessons Learned: Successful development and implementation strategies; how to best engage patients and family members in the process; overcoming barriers and utilizing facilitators during the development and implementation phase; and sustainability considerations and practices .
a8reflections: Year ten of a patient and family advisory council
Maggie Carvan, MA, MPA, Patient and Family Advisory Council Member; Renee Johnson, BA, Program Coordinator; Diane (Deb) Kanady, Member; MGH Cancer Center Patient and Family Advisory Council, Massachusetts General Hospital Cancer Center, Boston, MA
Description: In the fall of 2001, the Massachusetts General Hospital Cancer Center created a Patient and Family Advisory Council . The Council members include patients, spouses, partners, family members, friends, and Cancer Center staff; every member is committed to the fight against cancer . The Council’s work revolves around the following mission: “To ensure that the voices of patients and families are represented in an effort to enhance their entire experience at the Massachusetts General Hospital Cancer Center .” Every Council member adds value to the Cancer Center and to the delivery of care to its patients and their families . This presentation will offer reflections on our experience over the past 10 years: we will discuss the ways in which the Council has worked to create a sense of partnership with its members and with the Institution; what has worked and what has not; the difficulties we have encountered from within the Council, as well as from outside the Council, and how we have responded to these challenges; how the Council has evolved amongst changes in cancer care and the overall health care environment . We will address key components central to this partnership; the importance of trust, mutual understanding and respect . We will reflect on the Council’s impact upon the care of patients and families in the Cancer Center over the past ten years .
Outcomes: This includes teaching of residents and fellows, partnerships with clinical care managers, and influencing the design of two new clinical care buildings, inpatient and outpatient, and participating in the Cancer Center’s care re-design projects in anticipation of health care reform changes .
Lessons Learned: Our willingness to be open, honest and respectful has enabled us to move the Council from a pilot program to one that is recognized as an important part of the fabric of the Cancer Center and has become one of the standards for describing family-centered care at MGH .
shift, with the patient newly admitted to the unit . The parent vigorously requests that both she and the sleeping child not be disturbed, and is refusing vital signs and necessary medications . The background to the story is that the parent is exhausted from caring for a sick child at home for three weeks without a diagnosis and has finally come to the emergency room frustrated because her child is not recovering . From the Ed she is urgently admitted to the Cardiac Center and has received little information about her child’s new diagnosis of viral cardiomyopathy . during the simulation, the parent (actor) escalates her demands, to the bedside nurse, not to be disturbed . Charge Nurse is called in to negotiate how to proceed with care of the child . There were 65 Charge Nurses that participated in training, held over four days .
Outcomes: Post training evaluation indicated statistically significant results . Participants reported the simulation felt “real” and were challenged to create a partnership to ensure safe care . The Simulation department/Family Relations will partner to use this simulation as a pilot to develop a library of family-centered care scenarios and create a Simulation Faculty .
Lessons Learned: Partnering with Family Consultants as content experts and actors to create a challenging family centered-care situation for nursing staff is effective to assess and enhance communication skills for quality partnerships in care . This scenario can be used as a multidisciplinary simulation exercise in the future .
a7developing and implementing mind-body programs and practices within a patient- and family-centered framework
Rob Rutledge, MD, FRCPC, Radiation Oncologist, Nova Scotia Cancer Centre/Co-Founder, Healing and Cancer Foundation/Associate Professor, Faculty of Medicine, Dalhousie University; Halifax, Nova Scotia, Canada; Liz Crocker, MEd, Vice Chair, Board of Directors, Institute for Patient- and Family-Centered Care/Consultant, Dalhousie School of Medicine; Nova Scotia, Canada; Joanne Cohen-Katz, PhD, Co-Director; Susan Wiley, MD, Co-Director; Lesley Williams, Teacher/Former Patient; Lehigh Valley Health Network Center for Mindfulness, Allentown, PA; Sandra Smeeding, PhD, CNS, FNP, Founder, Integrative Health Program and Clinic (IHPC)/Veterans Affairs (VA) Salt Lake City Health Care System/Adjunct Faculty, University of Utah College of Health and College of Nursing; Salt Lake City, UT
Description: In this session, clinicians, researchers, and patients and family members will
share their experience creating and delivering mind-body programs in a variety of health care settings . Presenters will illustrate strategies for gaining support from leadership and
putting family-centered care into action: using simulation training to achieve partnerships to improve patient
(continued from previous page)
mo
nd
ay
a
bs
tr
ac
ts
57
related support personnel from the GHSU Family Medicine Clinic and the Internal Medicine Clinic completed a Patient Empowerment Scale, Physician version (PES-P) to assess their perceptions of PHR acceptability and utility, and participated in semi-structured interviews or focus groups to assess attitudes towards PHR and PFCC . Twenty-nine clinicians participated . A thematic analysis of interview and focus group transcripts was conducted . In this session, the Patient Empowerment Scale (PES) instrument is introduced and selected measures about patients’ use of PHR, effect on patients’ engagement in care, and impact on patient-provider power relationship are highlighted . Responses to a semi-structured interview tool incorporating the Technology Acceptance Model (TAM) and addressing beliefs about PHR use are presented . One scaled item to gauge willingness to incorporate electronic Personal Health Records into a clinical practice will be administered to participants . Themed qualitative data reporting study participants’ perceptions of ethical issues, disadvantages, and advantages of using PHR is presented .
Outcomes: Participants will contribute their own beliefs about using electronic Personal Health Records (PHR) by identifying ethical concerns, disadvantages, and advantages . AHRQ study data on these topics will be presented and compared with the participants’ perceptions . Participants will visually and physically rate their willingness to incorporate PHR into clinical practice .
Lessons Learned: Patients and providers express divergent and overlapping perceptions about patients’ use of PHRs . Understanding providers’ concerns can help prepare staff to incorporate PHR into outpatient care . Adequate resources and training can facilitate outpatients’ access and use of PHRs . Education to help patients understand information in the PHR may be needed .
creating a patient/family friendly electronic medical record tool to increase patient and family engagement
Theresa May, BSN, MA, RN, Clinical Education and Practice Manager; Renee Pellinger, BA, Chair, Family Advisory Council; Children’s Hospitals and Clinics of Minnesota, Minneapolis, MN
Description: Patients and families can be overloaded with medical information, especially when an illness is new or requires multiple hospital visits per year . To effectively engage patients and families in daily care planning, Children’s of Minnesota implemented the use of a patient viewable EMR tool to provide patients and families with access to real-time online record of activity to promote patient- and family-centered care and improve patient outcomes . In this presentation, we will describe how Children’s Family Advisory Council’s Clinical Informatics Group partnered with its nursing informatics leadership team to design a tool that provides patients and families with secure, easy-to-understand, real-time medical information for their care, so they can better monitor and participate in their care planning . This tool also allows nurses to utilize one source to share general information with the family about their child’s health status and become actively involved in their child’s care plan . This opens the line of communication
getting the most from Your advisory council meetings — productive meeting facilitation
Lisa Morrise, MA, Patient and Family Centered Care Coordinator; Primary Children’s Medical Center, Salt Lake City, UT
Description: Both organizations and meeting facilitators often feel unequipped to efficiently keep an advisory council meeting on track and member contributions productive . However, meeting facilitation can be readily taught . Once several simple principles are mastered, the meetings can run smoothly and productively . These principles include making and keeping an agenda, how to frame a discussion, how to assess attendees’ body language, inviting but controlling participation to limit difficult behaviors, validating participants, maintaining neutrality, dealing with detractors and providing a means to follow up on assigned tasks and new issues raised . Through a combination of PowerPoint presentation, audience participation and role play, attendees at this session will learn how to become expert meeting facilitators . Make your Advisory Council (and other) meetings meaningful with these facilitation skills!
Outcomes: Family members and staff appreciate the smooth facilitation of Patient and Family Advisory Council and committee meetings at Primary Children’s Medical Center . We have been able to keep our conversations focused, creating increased satisfaction among members and very productive meetings where positive progress is made on a variety of topics .
Lessons Learned: An advisory council meeting facilitated by a trained communicator can create a meaningful and positive experience for all involved . Advisory Councils should not be “support groups,” but rather should be active, engaged opportunities for the patient, family, and staff voices to be heard and action items to be developed .
a9walk a mile in my shoes: patients’ and providers’ perceptions of electronic personal health records
Christine Abbott, Administrative Clerk, Department of Family Services; Georgia Health Sciences Medical Center; Christine O’Meara, MA, MPH, Program Development Coordinator; Georgia Health Sciences University Center for Patient- and Family-Centered Care; Augusta, GA
Description: Based on a research study designed by Principal Investigators, Patricia Sodomka and Peggy Wagner, Phd, this session utilizes data from the “Using an Electronic Personal Health Record to Empower Patients with Hypertension” study . This patient- and family-centered (PFCC)-oriented study was funded by the Agency for Health Care Research and Quality (AHRQ) and took place at Georgia Health Sciences University (GHSU) (formerly Medical College of Georgia (2007-2011) . The purpose of the study was to determine the effectiveness of using an electronic personal health record (PHR) with hypertensive patients as a way of improving their health outcomes . during phase one, 122 patients participated in the end-of-study structured interviews . Patient Empowerment Scale, Patient version (PES) to assess the acceptability and perceived utility of the PHR were completed . during phases two and three of the study, physicians and health care-
(continued on next page)
mo
nd
aY
a
bs
tr
ac
ts
58
and family . As “move-in” day approached, parents were involved in the move planning process and were on hand to welcome families into the new facility when the doors were opened .
Outcomes: Primary outcomes included: A healing environment for patients, families, and staff with natural light and soothing colors; Patient rooms 35% larger than the industry standard, both beautiful and functional; Several low- and high-tech tools for effective staff/patient communication; Enhanced trust between parent advisors and staff .
Lessons Learned: Early parent/child involvement in the new design enhanced not only the physical space, but also the working relationship between advisors and staff . Administration trust for parent input was critical as administrators “leveraged” the voice of parents in discussion with staff and providers . Parents enhanced the discussion!
designing a one-in-a-million family center with families
Vivian McCombie, Family Advisory Council Member; Oscar Mesa, BHSA, Manager, Michael Fux Family Center; Erick Pritchett, Parent, Co-Chair, Family Advisory Council; Janet Bell Taylor, MBA, Director, Patient Family Services; Miami Children’s Hospital, Miami, FL
Description: In 2008, this hospital staff and families embarked upon the design of a new Family Center that would provide a safe, calming environment for patients and families . This latest family-friendly addition was designed to make families feel at home while their children are hospitalized . The center has it all — from basic comforts, such as showers and laundry facilities, to stress relievers including a gym, massage room, business center, Yoga training, and a dazzling movie theatre . Picture this: the lights dim and families sit back to enjoy a recent movie on the large screen . It’s all happening in the movie theater . Another central feature of the Family Center is the Children’s Library and activity center where patients have access to a wide array of books, games and computers . The “home away from home” concept was successfully created through the collaboration of families, architects and staff .
Outcomes: Since opening in January 2010, the center received 1,644 visits . As of May 2011, the center has experienced over 6,000 visits per month = 264% increase since opening . Patients and families now constitute a core member of the planning and design of the Critical Care Bed Tower and Waiting Rooms .
Lessons Learned: The involvement of patients and families is essential to raising the bar when creating a leading model in health care design . Embracing the patient/family perspective, while maintaining an open mind, is critical to collaboration among the family and planning professionals . Administration’s support to validate family decision-making power is critical .
between the care team, and gives patients and families the resources and knowledge to identify areas for further team discussion such as a change in plan of care, criteria for discharge, and interpretation of test results .
Outcomes: Result show this tool is an effective mechanism to display information critical to providing clarity around the child’s plan of care (ordered tests, medications, etc .) by staff nurses as well as patient care managers . This information empowers patients and families with information to support their active engagement in treatment decisions .
Lessons Learned: Complex EMR navigation resulted in the need to create a “front page” view of information essential to facilitate routine sharing of information for staff and families . Organizational awareness of patients’ right to information and the role of staff nurses and health informatics resources to support families with the information .
a10beyond bricks and mortar to patient- and family-centered care: early parent and child involvement in the development and implementation of a new pediatric hospital building
Natalie Bushaw, Parent Advisor; Lora Harding Dundek, MPH, Manager, Birth and Family Education and Family Support Services; Fairview HealthServices, Minneapolis, MN
Description: In the early 2000’s, a commitment was made to build a new children’s hospital (The University of Minnesota Amplatz Children’s Hospital), adjacent to the existing University of Minnesota Medical Center . The Amplatz Parent Advisory Board and the Amplatz Kids’ Council were involved from the early stages of the planning and development of the new facility . Beginning in 2007, both the PAB and the Kid’s Council met with concept planners, architects, and exterior/interior designers to plan the basic framework of the building . The input of parents and children resulted in the adoption of several key design features, most notably the division of the patient room into three “zones,” one for staff, one for the patient and one for the family . Other areas of parent and child input were in the innovative exterior “shell” of the building, which changes color as the sun moves, furniture and art selection, the design of the lobby, the establishment of a large and visible Family Resource Center, and multiple patient and family waiting areas . Parents and staff worked through several design challenges, including patient care and safety issues on all units, especially on the Pediatric Intensive Care Unit . As the design and building work moved forward, parents were also involved in helping the nursing units with cultural and work flow designs . A multidisciplinary Amplatz “Culture Team” was established with parent and child participation to work on developing the kind of culture needed to provide innovative care and an exceptional patient/family experience . Parents also participated in nursing unit/department “Innovation” teams to help build care processes that met both the needs of the staff and the child
creating a patient/family friendly electronic medical record tool to increase patient and family engagement
(continued from previous page)
mo
nd
ay
a
bs
tr
ac
ts
59
improvement collaboratives . This session will share ways in which VON continues to strengthen the engagement of family advisors in working to improve the outcomes of infants and their families .
b3advocacy as a tool to promote high-Quality, patient- and family-centered health care: making communities a force for change to improve care for Vulnerable patients
Jennifer Sweeney, Director, Americans for Quality Health Care; National Partnership for Women & Families, Washington, DC
Description: The Campaign for Better Care is working in Washington, dC and around the country to improve care for the oldest and sickest patients by improving communication and care coordination, reducing unnecessary hospital re-admissions, ensuring safe transitions for all patients, improving home- and community-based care, and more . Its goal is a patient- and family-centered health care system where every patient – and especially those who are most vulnerable – gets high-quality, well-coordinated care . At a time when our health care system is failing the patients and families who need it most, the session will be a hands-on, interactive forum for sharing lessons learned (by the Campaign for Better Care) about effective ways to generate the change that patients and families need . Presenters will provide specific tools to help participants become change-makers in their communities . Presenters will identify effective messages and proven strategies for building strong, broad-based local coalitions; sharing the best methods to share personal stories, organizing online and through social media; providing tips on how to affect federal, state, and local policies; sharing successes in generating mainstream media coverage; relaying tactics that work to engage hospitals and provider groups; and more . A patient with a personal story will share experiences in the health care system and as a community advocate . As multiple stakeholders are coming together to transform our health care system, and state and federal budgets are in peril, the Campaign is on the cutting edge of federal policy, working to shape programs and policies in ways that improve care for vulnerable older patients and reduce the challenges that too often overwhelm their family caregivers . This session also will include information on the latest policies relevant to this work, with an emphasis on upcoming developments where patient- and consumer-engagement can make a difference .
Outcomes: Participants will have a strong understanding that they can bring change to their communities, a toolkit to help them do so, examples of those who have become change-makers, and reference points about current and upcoming federal policy that provides opportunities to make the health care system more patient- and family-centered .
Lessons Learned: Lessons learned will include specific skills related to reaching policymakers, influencing policy, organizing online and in communities, communicating effective messages, and engaging hospitals and other provider groups . These lessons will be conveyed through presentations, materials and opportunities for follow-up engagement with the Campaign for Better Care .
b1beyond the bedside: a patient perspective of partnership and safety
Tiffany Christensen, BFA, CEO; Sick Girl Speaks, Inc., Patient Leader, TeamSTEPPS Master Trainer, Author, Co-Chair of the Duke Patient Advocacy Council, Durham, NC
Description: This program will first identify, name and understand the key issues patients and families face when experiencing a sudden health event, chronic illness or end of life . By taking a rare look at the “inside world” of an articulate patient who has lived through all stages of illness and is now able to reflect backwards, health care professionals are given the opportunity to understand patient behavior and dynamics in a way that is rarely possible . In addition to a powerful “bed’s eye view” this program will link patient safety with patient-centered care . Using TeamSTEPPS skills and tools as a foundation, participants will explore new ways to empower and partner with patients and families . Sharing key TeamSTEPPS tools with patients and families, like SBAR, CUS, and the 2-Challenge Rule (to name only a few), will increase patient safety as well as build rapport and trust . Patients and professionals will be “speaking the same language,” patients will have some control over their experience, and professionals can honestly demonstrate how that have made the patient and family a part of the health care team .
Outcomes: Patient-centered care involves incorporating patients/families as members of the health care team . Implementing this goal can be challenging . By taking the already established model TeamSTEPPS provides, health care teams don’t need to create new ways to involve patients and families . This model is primed for use as a the key to partnership .
Lessons Learned: The response to this approach has been met with nothing but enthusiasm . Professionals, patients and families alike respond positively to using TeamSTEPPS as partnership tool . We look forward to the concrete data we will have to present in 2012 .
b2 implementing family partnerships in improvement: the Vermont oxford network (Von)
Jeffrey Horbar, Chief Executive and Scientific Officer, Vermont Oxford Network, University of Vermont; Burlington, VT; Joanna Celenza, Family Leader and Faculty for Improvement Collaboratives, Vermont Oxford Network; Lebanon, NH
The mission of the Vermont Oxford Network (VON) is to improve the quality and safety of medical care for newborn infants and their families through a coordinated program of research, education, and quality improvement projects . VON has included family advisors on multidisciplinary improvement teams since 1998 in the context of the Neonatal Intensive Care Quality (NICQ) Collaboratives . The role of family advisors in these collaboratives has evolved and deepened as new opportunities for incorporating the family perspective have been created . Family advisors are equal members of the multidisciplinary teams that have examined improvements across many different clinical areas and have served as faculty for the most recent
mo
nd
aY
a
bs
tr
ac
ts
60
successfully implement the concepts of patient- and family-centered care, improve patient satisfaction, and enhance HCAHPS scores .
Outcomes: AMCs received educational programs and customized reports showing opportunities and revenue impact . VBP benchmarks were added to UHC performance reports . An interactive VBP Calculator was developed to assist in understanding scores and opportunities . Forty-two AMCs took part in a follow-up collaborative to improve communications, responsiveness, and the environment of care .
Lessons Learned: Many patients in academic medical centers are not receiving the experience and the level of service they deserve; and AMCs that don’t meet national VBP benchmarks can expect to see their Medicare reimbursement revenue decline by $1 million to $3 million starting in Federal Fiscal Year 2013 .
c1engaging patients and families in health care: the Vanderbilt experience
Mary Ann Peugeot, CPA, Chair, Patient/Family Advisory Council; Vanderbilt University Medical Center; David R. Posch, MS, Chief Executive Officer, Vanderbilt University Hospital and Clinics/Executive Director, Vanderbilt Medical Group; Nashville, TN
Description: The leadership at Vanderbilt has successfully collaborated with the Vanderbilt University Medical Center (VUMC) Patient and Family Advisory Council (PFAC) to review policies and procedures, formulate new plans of action, and implement programs designed to help patients and families be more involved in their health care . In an innovative approach for an academic medical center, Vanderbilt Clinic leadership started the preparation of its 3-year plan by meeting with the PFAC to obtain feedback on needs, wants, and personal assessments of how Vanderbilt could grow in its approach to health care . These thoughts and ideas were then studied, assessed, and incorporated into the clinic’s 3-year plan . Even before the formal plan was presented to hospital staff, the CEO presented the plan in full detail with chances for the Council to react to them regarding purpose and implementation . For the presentation to hospital staff, short videos of council members discussing issues were used to introduce the components of the long-range plan . This turned out to be a great introduction tool for the plan due to the fact that they saw that the patients and families understood the issues . It was a collaboration on all levels to use the usually untapped resource of patients and families to arrive at achievable goals using every level of knowledge and expertise .
Outcomes: The outcome of the project was a successful and innovative approach to planning the future of the Enterprise by going to the Council for ideas and fine-tuning those with leadership to arrive at a long-range plan and then using the Council members to help present them .
Lessons Learned: The success of a service enterprise starts with listening to the patients and families first and then building upon their needs and desires as its long-
b4strategies to achieve patient-centered primary care: what are we doing at the innovation center at cms
Richard J. Baron, MD, Director, Seamless Care Models Group, Center for Medicare and Medicaid Innovation; U.S. Department of Health and Human Services, Washington, DC
New models of primary care delivery will require new models of payment support . Those who provide Primary Care are frustrated by the challenges they face in meeting their patients’ needs, and are very open to re-designing their practices . New models of payment can be designed to provide the support providers need to design their practices based on patient needs rather than volume of visits . Engaging patients as design partners in these efforts will be critical to success .
b5can academic medical centers improve service and hcahps scores? learn from the best how it’s done!
Kim Blanton, Patient-Family Advisor; Vidant Health, Greenville, NC; Kathy Vermoch, MPH, Project Manager, Quality Operations; University HealthSystem Consortium (UHC); Chicago, IL
Description: A University HealthSystem Consortium (UHC) study compared the value-based purchasing (VBP) scores of 96 U .S . academic medical centers (AMCs) to national VBP targets and thresholds to: Benchmark performance; identify better-performers; find improvement opportunities; assess potential Medicare revenue impact; recognize best practices; and communicate successful strategies . data analysis revealed that although most AMCs perform well on clinical core measures and on global HCAHPS measures (patients’ perception, e .g ., rate and recommend) many perform poorly on behavioral (patients’ experience) measures, especially in the areas of staff responsiveness, communications, cleanliness, and quietness . One-third of the AMCs had total HCAHPS scores below the national 25th percentile . Nine AMCs were identified as better-performers because their composite VBP HCAHPS scores were in the national top-quartile . These organizations were interviewed to surface best practices and identify successful leadership characteristics . Successful leaders model patient- and family-centered care (PFCC) concepts, partner with patients and families, dedicate resources to patient experience, train and empower staff, survey a large patient sample, hold staff accountable, and recognize and reward excellence . Better-performers, including patient and family advisors, were invited to share their approaches, via a series of web conferences, to help other AMCs improve . An HCAHPS Improvement Collaborative was offered as a follow-up to the project; 49 teams from 42 AMCs came together to work on improving service in the areas of: staff responsiveness, communications, cleanliness, and quietness . The findings of the UHC Patient Satisfaction (HCAHPS) Benchmarking Project and Collaborative will be presented, including data analysis, best practices, successful strategies, and effective leadership characteristics . A patient advisor from Vidant Health, one of the nine better-performing organizations identified by the study, will discuss the approaches used to
mo
nd
ay
a
bs
tr
ac
ts
61
experience and needs across the YNN . This highlighted a need for a longer term parental involvement strategy and the fight commenced to develop a robust and sustainable plan of service user engagement . The following years saw pathway and model option analyses which finally came to fruition and led to our initial recruitment and training of our parent representatives . This early establishment of parental introduction to the Board Level has snow balled and now we have numerous families working in a variety of capacities and undertaking differing strands of work both locally, regionally, and nationally .
Outcomes: Examples of such work that our families have undertaken are: Board, Political Lobby, Work with BLISS, develop BLOGG, Recorded dVd Experiences, Publications, Focus Groups, Unit Support Group and Community, Fund Raising, Conference Sharing Stories, Benchmark Units, Leaflet design, Newsletter, Parent Conference, Parents’ Network Group .
Lessons Learned: Long and arduous process to attain PPI . Family and parents make sense of their and others’ experiences through involvement . Partnership of family and health professional critical to change and understand future service needs . Enables closure for many of the family parent representatives . No limits what can be done .
c3patient- and family-centered-care and patient satisfaction and loyalty: shared success through collaborative partnership
Michelle Mirsky, BS, Family Liaison; Dell Children’s Medical Center, Austin, TX
Description: during the first quarter of 2009, the inpatient facilities in the Seton Family of Hospitals – including the 170 bed freestanding dell Children’s Medical Center, gathered interdisciplinary teams to assess ways to improve patient satisfaction and loyalty survey scores . From the outset, the dell Children’s Patient Satisfaction & Loyalty Team included both the director of Patient- and Family-Centered Care and the Family Liaison – the hospital’s paid family leader . The team targeted three specific areas for improvement each related to a set of low-scoring satisfaction survey questions via which improvements would be targeted and tracked . The hospital’s existing Family Advisory Council was involved in all process-improvement projects identified by the team . Communication was identified as a key area for improvement, especially in the respiratory unit, where families are often there with their child for a single short stay during the busiest season . The team decided to replace blank dry erase boards in patient rooms on the respiratory unit with a printed template designed to better meet the communication needs of staff and families . These “Care Boards” proved helpful in dramatically improving satisfaction scores in the pilot unit . The unit’s satisfaction score increased from 65 .5% prior to Care Board implementation to 82 .8% post pilot . This success led to adoption of printed Care Boards in all units of the hospital including the Emergency department . In addition, dell Children’s overall satisfaction survey scores increased significantly from 79% in fiscal year 2010 to 82 .6% in fiscal year 2011 . This success
range goals . Key leadership must be willing to collaborate to achieve the best result . Using the patient/family voice to present the concept drives it home .
c2challenging the principles of family care through benchmarking: a partnership approach to neonatal care across neonatal networks
Gwynn Bissell, RGN, Education and Parent Lead, Leeds Teaching Hospitals; Denise Stewart, Family Representative, Bradford Royal Infirmary; Yorkshire Neonatal Network, West Yorkshire, United Kingdom
Description: Benchmarking neonatal services alongside family representatives is a pinnacle of good practice and one that neonatal networks should aspire to; and equally their performance may be measured against . Working in partnership the Yorkshire Neonatal Network (YNN) has been able to establish a baseline indicator of care of the baby and the family’s experience across its neonatal units . The method used to audit units was developed from the Toolkit for High Quality Neonatal Services (2009) and was specific to benchmark Principle 3 “the care of the baby and family experience” . The assistance of our “family champions” was an integral part of the programme during topic development, analysis and feedback authenticity . This tool was administered to 11 neonatal service providers inclusive of Special Care Baby Unit (Level1), Local Neonatal Units (Level 2) and Neonatal Intensive Care Units (Level 3) in a staged schedule of unit visits . Both parent representatives and a health care professional engaged in the benchmarking of all units . The audit examined six principles of care: Facilities, Psychological and Social Support, Financial Support, discharge Processes, Lactation Support, and Benefits and deficiencies of Neonatal Units .
Outcomes: The benchmark identified current care provision of services and facilities across the Network . A number of issues requiring further address were raised; some being minor and relatively cost neutral whilst other aspects required major work with large financial-resource implications .
Lessons Learned: Family discerned what was fact and fiction on units! Family understood essential and non essential . For the future NICU family’s journey to be improved family and health professional identified both minor and major issues in the audit . Jointly cited innovations and opportunities to share and pool resources .
the Journey of developing a parental involvement pathway across a neonatal network
Gwynn Bissell, RGN, Education and Parent Lead, Leeds Teaching Hospitals; Denise Stewart, Family Representative, Bradford Royal Infirmary; Yorkshire Neonatal Network, West Yorkshire, United Kingdom
Description: Family engagement remains core to the Yorkshire Neonatal Networks (YNN) strategy of service improvement . This commitment to listening to families has opened channels of communication and has ensured that neonatal units are beginning to deliver care and services that match their users’ needs . The initial journey commenced with a research project to define the (continued on next page)
mo
nd
aY
a
bs
tr
ac
ts
62
family calls for an appointment to when they arrive for their first visit . We will highlight how family involvement assisted our organization to make lasting positive changes .
Outcomes: We have seen improvements in our Press Ganey satisfaction scores, improved flow from registration to appointments, decreased wait times and decreased external and internal complaints . We will also demonstrate the benefits of creating an environment sensitive to the needs of each patient and family, and conducive to teamwork amongst our staff .
Lessons Learned: Family Faculty are equally invested in servicing families and supporting staff; building relationships between families and staff leads to an inviting, caring, and positive environment; and, key to success is embracing families and involving them in all aspects of our organization .
c4designing the best: engaging stakeholders in primary care transformation
Susan Edgman-Levitan, PA, Executive Director, Stoeckle Center for Primary Care Innovation; Massachusetts General Hospital, Boston, MA
This session will focus on methods of engaging all of the stakeholders who are essential to achieving the best models of practice in primary care . It will feature examples of how these methods have been used to redesign practices that achieve the Triple Aim (improving the experience of care, improving the health of populations, and reducing per capita costs of health care) and provide the best quality of life for clinicians and staff .
c5utilizing patient and family advisors to develop strategies that improve the transition of care between critical care departments.
Lisa Beck, RN, BsCN, MSN-CNS, Critical Care, Director ED/ICU/Trauma; Keith Taylor, Chair, Patient Family Advisory Council; Thunder Bay Regional Health Sciences Centre, Thunder Bay, Ontario, Canada
Description: At an interprofessional patient- and family-centered (PFCC) retreat, Patient and Family Advisors (PFA) shared their stories and perspectives on their experience of being transferred from the Ed to the Critical Care Unit . Based on the feedback received, an interdepartmental working group was established to improve key aspects of care during the transfer process . PFAs became members of the group and were viewed as equal partners in this quality improvement initiative . Goals of this working group included: improving access to ICU waiting room from Ed, improving family presence/involvement during transfer, utilizing available resources to support and escort families to ICU from Ed, improve communication between staff and family, and provide timely access to ICU from waiting room . Several resources and processes were developed to assist families . Some of these new approaches included improved signage, customized directional maps, resource list of staff that could be called upon to help families find their way, and policies that included families in the transfer process . Upon
was attributed to the involvement of Family Advisors and the Patient- and Family-Centered Care (PFCC) Initiative in process improvement projects . The PFCC initiative at dell Children’s subsequently aligned its initiative goals with those of the Patient Satisfaction & Loyalty Team, making this collaboration even more deliberate .
Outcomes: After “Care Boards” - collaboratively developed with family advisors - were implemented throughout hospital, scores improved on Key NRC Picker Survey Questions . Awareness and understanding of Family Advisory Council function increased . Collaboration with family advisors increased on process improvement projects throughout hospital .
Lessons Learned: Realizing the importance of family advisors in process improvement projects drove home the importance of family advisor involvement from the ground up on new projects, and when new processes are being created . Alignment of PFCC goals with patient satisfaction team goals helped leadership see where PFCC effected measurable success .
embracing families in performance improvement initiatives leads to positive outcomes: family and staff working together to streamline registration and scheduling processes and procedures
Pat O’Hanlon, Family Faculty; Donna Provenzano, CTRS, Director Family-Centered Care; Linda Waddell, Family Faculty; Children’s Specialized Hospital, New Brunswick, NJ
Description: Children’s Specialized Hospital, the largest pediatric rehabilitation hospital in the country, is committed to partnering with families to advance the practices of patient- and family-centered care (PFCC) . Over the past seven years, we have fully integrated families as true partners into all aspects of our organization . Our presentation will include how families on staff (Family Faculty) work side- by-side with scheduling and registration to set clear expectations for how our patients and families are welcomed and nurtured at the time of their first initial contact . This session will focus on how we established a meet and greet role by families for our patients and families in our main lobby entrance . We will share how Family Faculty developed on-going education and competency training for our front-line staff on the topics of customer service skills and first impressions . In addition, our Family Advisory Council comprised of families and staff developed FAQ’s for all medical and therapy evaluations to clarify “What our families can expect”, prior to receiving this service . The Council also created tips to help prepare families for successful therapy and physician visits and a Parent to Parent Pocket Pal on helping families navigate their Health Insurance . We will demonstrate the vital importance of collaborating with families on performance improvement initiatives . We will outline how Family Faculty are an integral part of our 100 day workout committees, and help to evaluate each step of the process from the time a
patient- and family-centered-care and patient satisfaction and loyalty: shared success through collaborative partnership
(continued from previous page)
mo
nd
ay
a
bs
tr
ac
ts
63
an immediate debriefing, after rounding, to the clinical leaders . This allows the clinical leaders to immediately address any safety concerns .
Outcomes: At Heritage, Safety Leader Rounds have led to several positive changes including registration enhancements, environmental safety, and discharge process improvements . At VMC, the pilot has led to refinements in the rounding processes, established the role of advisors with clinical leaders, and confirmed the decision to pursue the project for research .
Lessons Learned: Patient and family advisors are an untapped resource to promote safety and reduce harmful events . By having an opportunity to work directly with advisors, clinical leaders are more apt to look for additional ways advisors can serve their units . Advisor orientation and training is essential for positive rounding outcomes .
c7on-boarding new employees to foster a culture of patient- and family-centered care
Elizabeth Lane-Davies, Volunteer; Marilyn Potgiesser, RN, Coordinator, Patient and Family Centered Care; Bronson Healthcare Group, Kalamazoo, MI
Description: At the Bronson Healthcare system in Kalamazoo, MI, fulfilling our commitment to provide safe and excellent care for every patient every time, begins with selecting and on-boarding new staff . New employee orientation provides the structured foundation for high performing teams at Bronson, where new staff learns about the Plan for Excellence and how patient- and family-centered care (PFCC) is an important component of our Requirements for Excellence (STEEEP) . This innovative learning session connects new hires with patients and families, in person and using a compelling video created by and featuring our patient and family advisors . Every other week, patient and family advisors participate in the new hire orientation presentation and play the informational video . Through these systematic communication mechanisms they share how they partner with Bronson staff to improve patient safety, quality of care, and bring to life the principles of PFCC at Bronson . New hires also explore their own attitudes and experiences during a small group activity . Making the principles of PFCC a priority during new hire orientation sets the stage for new staff . They are introduced to the Standards for Excellence that brings to life the behaviors expected of all new employees to support and foster the culture of PFCC and excellence at Bronson . Through personal engagement of patient and family advisors and compelling stories shared with new hires, Bronson makes a strategic commitment to maintain and foster our partnership with patients and families .
Outcomes: Through the video and interactive session, patient- and family-centered care is shared in a consistent way for every new employee at Bronson . The “partner” presentation format by patient and family advisors with staff, brings to life the core values of PFCC . Evaluations after the session are consistently high .
arrival to the ICU, designated staff would orientate families to the waiting room and provide a general orientation to the new environment . Interventions were put in place to remind staff that families were waiting with a goal to have the initial visit within 30 minutes of arrival . ICU staff received formal training on effective communication and all clinicians were expected to provide their Name, explain their role/Occupation and what they are there to do . (NOd)
Outcomes: The overall goal of this initiative was to increase patient and family satisfaction during the transfer process . After utilizing new approaches and resources, families will be surveyed to determine if these improvements increased their satisfaction during this transition phase .
Lessons Learned: The opportunity of having an interdepartmental, collaborative patient- and family-centred view to the experience of families in transition ensured that the new tools developed met the needs of the families and promoted concepts of PFCC in all phases of care .
c6collaboration at its finest: patient safety liaison rounds
Sherrill Beaman, RHIA, CPHQ, MPH, Director of Quality Programs; Shannon Ellis, Patient/Family Advisor; Heritage Hospital, Tarboro, NC; Dave Galloway, Member, Patient and Family Advisory Council; Susan Ingram, RN, MSN, Manager, Patient Safety; Vidant Medical Center, Greenville, NC
Description: At Vidant Medical Center, we are well on the way towards a culture of patient- and family-centered care . Partnerships with patients and families can support the achievement of patient safety, quality, and experience in care goals . Two hospitals in the system (a community hospital and tertiary medical center) decided that an optimal strategy towards achieving set goals would be to develop a method to include patient and family advisors in rounds . The leaders at Heritage Hospital, a 117-bed acute care hospital in Tarboro, NC, wanted to utilize their new resource of advisors in the existing Safety Leader Rounds . This would not only familiarize the advisors with safety initiatives, but add another dimension of feedback and perspective . The President, Quality director, Chief Nurse Executive and patient and family advisor, tour an area selected by the advisor . This provides an opportunity for the advisor to talk with staff and patients about subjects that are significant for them . There is a debriefing session following the advisor rounding . At VMC, an 851-bed tertiary care hospital in Greenville, NC, a structured approach was developed to engage patient and family advisors as safety liaisons . Multiple departments (Risk Management, Legal, Clinical Units, Patient Safety, Patient and Family Experience) and advisors developed a methodology that supports advisors rounding independently on hospitalized units . For the pilot, a medical and surgical unit were specifically selected to implement and refine the process . Advisors were identified and invited to participate in the program from interviews . They received special interviewing and communication training . A consent and an overview of the interview questions are reviewed with the patient by the clinical leader before the advisor visit . Advisors have been trained on hard stops and provide
(continued on next page)
mo
nd
aY
a
bs
tr
ac
ts
64
responses from cancer patients and families in regards to reduction of treatment-related side effects, stress, and caregiver burden .
Lessons Learned: We have found that a partnership between patients, caregivers, community volunteers, and health care providers has enabled the ACI to create a nurturing environment that affords freedom to explore new wellness practices, offer community opportunities to give back, and bring control back into the lives of patients and caregivers .
meeting the needs of patients who frequently present to the emergency department with persistent pain
Carolyn Hullick, BMed, DipPaed, Fellow of the Australasian College of Emergency Medicine, Director of Emergency Medicine, John Hunter Hospital and Greater Newcastle Acute Care Hospitals; Hunter New England Health, Newcastle, New South Wales, Australia
Description: The John Hunter Hospital (JHH) Emergency department (Ed) is one of this busiest in New South Wales, Australia with more than 65,000 presentations per year . Patients with chronic pain who frequently presented to the Ed had multiple and prolonged hospital admissions, unnecessary investigations, extensive invasive surgeries, conflict and misunderstanding, and a tendency toward deterioration rather than improvement in their pain, health and function over time . This project aimed to improve the acute care of patients with chronic pain, and to decrease Ed presentations, inpatient bed days and unnecessary investigations . The scope was people aged 16 to 64 years who presented 3 times or more in 12 months with a primary complaint of pain to JHH Ed within 16 targeted chronic pain related conditions . The following stakeholders were consulted to identify issues, find root causes and design solutions: patients and carers; Ed staff; Specialist Pain Management staff; Ambulance Service; General Practitioners . Two process mapping sessions were conducted and data analysed for the period 1/01/2007 to 31/12/2009 . Key issues: The acute system treats each visit as a new presentation with no specific pathway that considers the chronic nature of the problem; investigations are repeated on each visit and patients feel the need to argue their case for pain relief; there is frustration and hostility between patients and staff and between Ed and inpatient teams; and limited coordination of care between services . Changes Implemented: Patient management plans to share information and agreed upon treatment protocols developed in collaboration with patients and services; persistent pain clinical pathways; care coordination; electronic alert identification system; electronic storage of management plans and pathways; staff training and communication; patient education; GP electronic discharge letter from Ed; and collaborations between services and standardisation of practice .
Outcomes: Evaluation including patient and staff interviews found: Positive feedback from patients and staff for coordinated care; reduced admissions; 48% reduction in occupied bed days; 92% reduction in CT scans and ultrasounds; appropriate care such as more timely surgery and escalation pathways to specialist care .
Lessons Learned: Involving patient and family advisors in the creation and production of the video and orientation session results in a powerful way to share their stories and our commitment to patient- and family-centered care . The training format fosters our PFCC culture and consistently identifies expectations for new staff .
c8integrative therapy services for people coping with cancer: advocating for patients and families to create a personalized care path for comfort, healing, and well-being
Jennifer Currin-McCulloch, LMSW, OSW-C, Oncology Social Worker; Toby Hollenberg, Patient and Family Advocate; Curtis & Elizabeth Anderson Cancer Institute, Memorial Health University Medical Center, Savannah, GA
Description: Integrative Therapy Services (ITS) is a patient, family, and community volunteer driven program that enables patients and families to create a personalized healing journey through combining standard cancer treatments with a wide array of complementary therapy services . The program idea arose from the wife of a former patient at the Curtis and Elizabeth Anderson Cancer Institute (ACI) who advocated for the cancer center to include opportunities for patients and families to sample integrative therapies while in the safety of their treatment facility . The ITS program has created a nurturing environment for patients and families to participate in integrative therapies and openly share their practices with their physicians . Former patients, family members, and community advocates enthusiastically volunteered to help create a comprehensive integrative medicine program and share insights that they garnered from their personal experiences with cancer . They called upon community experts in various fields of integrative medicine to ask of their time and expertise in offering interventions with patients and families . With the high prevalence of cancer in our community, it was not difficult to find a core team of families touched by cancer to join our initiative . The Integrative Therapy Services program reaches all patients at the ACI in both inpatient and outpatient cancer treatment areas . Patients and caregivers may choose any or all of the following services: massage, reflexology, art, acupuncture, yoga, pet therapy, cooking classes, caregiver coffees, spiritual health, and weekend retreats for families . Music therapy is offered through a collaboration with the Savannah Philharmonic Orchestra and Chorus . Vital to the program was that the services be offered free of charge so that cost was not prohibitive for patients and caregivers in trying something new .
Outcomes: ITS creates positive palpable change in interactions between patients and their loved ones as well as health care providers and patients . The team and advocates at ACI have been overwhelmed by the positive
on-boarding new employees to foster a culture of patient- and family-centered care
(continued from previous page)
mo
nd
ay
a
bs
tr
ac
ts
65
c10assessing family-provider partnerships and satisfaction with services among u.s. children with special health care needs
Diana Denboba, Branch Chief, Integrated Services Branch, Division of Children with Special Health Needs; Mary Kay Kenney, PhD, Health Statistician; Health Resources and Services Administration/Maternal and Child Health Bureau, Rockville, MD
Description: Family-provider partnerships and satisfaction with services together are one of the Health Resources and Services Administration’s (HRSA) Maternal and Child Health Bureau’s (MCHB) 6 core outcomes to promote community-based service systems for children with special health care needs (CSHCN) . These outcomes are used to measure the nation’s progress in making family-centered care a reality and establishing the systems of services required by Title V of the Social Security Act (OBRA’89) for all children with special health care needs . In this session we will define the MCHB framework of core outcomes, focusing on family-provider partnerships and satisfaction with services and present prevalence estimates of partnerships/satisfaction for families of children with special health care needs . We will describe demographic associations with the perception of partnership/satisfaction and associations between perceptions of partnership/satisfaction and other child/family outcomes such as illness-related school absences, the ability of families to obtain referrals, and having unmet child health or family support needs . Finally, we will highlight current programs and strategies used by MCHB to achieve the goal of increasing family-provider partnerships and parent satisfaction with services . The data source for this quantitative analysis was the National Survey of Children with Special Health Care Needs 2005–2006, a nationally representative parent-report survey of 40,723 U .S . children, less than 18 years of age, with special health care needs .
Outcomes: The proportion of CSHCN attaining the core outcome was 57 .4% and was lower for households with no health insurance, minority ethnic status, non-English speakers, nontraditional family structure, lower income, and lower functioning CSHCN . Lower rates of satisfaction and partnership were associated with poorer child and family outcomes .
Lessons Learned: Current programs and strategies used by the Maternal and Child Health Bureau have resulted in improvements in family-provider partnerships and parent satisfaction with services; however, providers, families, government, and advocates must continue to work together to increase attainment of family-provider partnerships with an emphasis on satisfactory care experiences .
Lessons Learned: Acute care processes that alert staff to the chronic nature of a condition along with management plans and pathways to specialist care can improve outcomes for patients with chronic pain . A collaborative approach involving the patient and their family has potential to improve outcomes for a range of chronic conditions .
c9“my child isn’t getting better”: a collaborative Journey with bereaved parents
Rhonda Cardenas, Proud Parent; Patricia Wells, MSN, RN, CNS, PNP, Director, Patient- and Family-Centered Care; MD Anderson Cancer Center, The Children’s Cancer Hospital, Houston, TX
Description: Parents and siblings of children who have died from cancer are the true experts in end of life care . Family members who have traveled this journey know best regarding what is needed to prepare for end of life . As part of a global patient- and family-centered care initiative, the Children’s Cancer Hospital launched the Supportive Care Committee three years ago . This committee is comprised of nine bereaved family members (including siblings), and staff who have a particular interest and expertise in end of life issues . This group, modeled after our Family Advisory Council, has tackled many issues and made positive changes at the bedside . These issues include symptom control, legacy building, supportive care, time of death, interaction with hospice services, bereavement follow up and much more . The group has also identified “delivering bad news” as a particular area that needs attention . To that end, the parents and staff of this committee authored a booklet, “My Child Isn’t Getting Better — A Helpful Guide for Parents from Parents .” This copyrighted book, in English and Spanish, is used as a tool to initiate discussion between parents, patients and the health care team, and to answer delicate, yet important and often overlooked questions . This oral presentation will outline the history, structure and work of the Supportive Care Committee, how the committee and its work has been integrated within the hospital organization, and offer insight in to the process of writing the book . The book itself, as well as evaluations and updated information regarding its use, will also be shared .
Outcomes: Outcomes from the Supportive Care Committee include changes in policies and practice regarding end of life preparation, time of death, legacy building, booklet, educating staff regarding “delivering bad news”, funeral planning guide, bereavement process, modifications to semi-annual Memorial Service, checklist for home death options, and initiation of a comfort cart .
Lessons Learned: Working with faculty/staff regarding upgrading and refining end of life care has been challenging . Once staff realized bereaved parents of cancer patients were suggesting and initiating changes, and once they understood the passion of the parents, it became easier to facilitate change . These challenges and lessons learned will be discussed .
66
no
te
s
notes
TUESdAY AGENdA
Tu
es
da
y
ag
en
da
69
s lu g
ancillary staff, family-centered care staff, and parents) utilized Lean organizational change strategies to plan, implement, sustain, and measure family-centered rounds .
8:00 – 9:15 am Regency
PLENARY SESSION — PICKER LECTUREthe future of health care
Don Berwick, MD, Former Administrator, Centers for Medicare and Medicaid Services, U.S. Department of Health and Human Services
don Berwick is one of the leading advocates for high-quality health
care in the United States . He recently served as the administrator of the federal government’s Centers for Medicare and Medicaid Services . For the prior 22 years, he was the founding CEO of the Institute for Healthcare
Improvement, a non-profit organization dedicated to improving health care around the world . A pediatrician by background, he has also been a member of the faculty of the Harvard Medical School .
dr . Berwick sees tremendous unrealized potential in systems of health care delivery worldwide . He presents a compelling vision of how meaningful partnerships with patients and families combined with thoughtfully designed information technology, care models, and governmental policies can lead to innovative health care systems that are optimally configured to meet the needs of patients, families, clinicians, communities, and payers . dr . Berwick is an articulate advocate for high-quality, safe, collaborative care, as well as for the moral imperative to provide care for all who need it . His sustained focus on achieving excellence in all aspects of health care outcomes has gained him a reputation as a powerful motivator who can inspire individuals and institutions to do their work better .
9:15 – 9:45 am Exhibit Hall
POSTERS ANd ExHIBITS
10:00 – 11:15 am
CONCURRENT SESSIONS (d1-d10)
d1 Regencyfamily-centered rounding—making it stick! how to create and sustain family-centered rounds utilizing lean organizational change strategies
Michele Ashland, BA, Lead Parent, Family Centered Care; Susan Herman, MSN in Nursing Administration, Magnet Program Director; Joseph Kim, MD, Medical Director, Pediatric Hospitalist Program/Acute Care Units; Karen Wayman, PhD, Packard Children’s Endowed Director of Family Centered Care; Lucile Packard Children’s Hospital, Palo Alto, CA
This session is an innovative approach to creating and sustaining Family-Centered Rounds in a pediatric academic setting . A multidisciplinary team (physicians, nurses,
tuesdaY, June 5, 2012
daY at-a-glance
tuesday, June 5, 2012
6:15 am – 7:00 am Happy Heart Yoga
7:00 am – 8:00 am Continental Breakfast, (Networking Breakfast for Patient and Family Leaders)Poster displays, Exhibits, Table Talks
8:00 am – 9:15 am Opening Plenary — Picker Lecture
9:15 am – 9:45 am Break — Exhibits / Poster displays
10:00 am – 11:15 am Concurrent Sessions (d1 – d10)
11:15 am – 11:30 am Break
11:30 am – 12:45 pm Concurrent Sessions (E1 – E10)
12:45 pm – 2:00 pm Lunch in Exhibit Hall — Exhibits/Posters/Table Talks
Lunch Grab and Gab
special luncheon Patient- and Family-Centered Canadian Models of Excellence — Meaningful Engagement: Let’s Spread the Learning Host: Canadian Health Services Research Foundation (Reservations required)
2:15 pm – 3:45 pm Concurrent Sessions (F1 – F10)
3:45 pm – 4:00 pm Break
4:00 pm – 5:15 pm Concurrent Sessions (G1 – G10)
6:30 pm Networking dinner at Medaterra Bistro and Bar (Reservations required)
Tu
es
da
y
ag
en
da
70
C o n fer en C e S eS S i o n S
advocate, educate, organize: the surprising Journey of patient- and family-centered care in a pediatric cancer hospital
Rhonda Armstrong-Trevino, AD, Parent Coordinator; Patricia Wells, MSN, RN,CNS, PNP, Director, Patient/Family Centered Care; MD Anderson Cancer Center, Houston, TX
This discussion will focus on the many, unique ways that patients and family members are partnering and collaborating with the health care team to weave the threads of patient- and family-centered care throughout the fabric of the Children’s Cancer Hospital .
d5 Palladianpatient and family orientation: enhancing information and access to services
Kim Buettner, BA, Supervisor, Patient Education and Advisory Program; Nancy Newman, MSW, LCSW, Director, Patient Support and Advocacy; Monica Vakiner, RN, BSN, Patient Advisor; Moffitt Cancer Center, Tampa, FL
A collaborative group of staff and advisors created a Patient and Family Orientation program with goals of providing a welcoming atmosphere, decreasing anxiety, increasing access to support services, and preparing the patient and family for being partners in their care .
d6 Executivetransforming the patient experience: bringing to life a patient- and family-centered interprofessional collaborative practice model
Anndale McTavish, MA, Co-Chair, Patient and Family Advisory Council; Cynthia Phillips, RRT, MEd, Project Manager, Model of Care; Marla Rosen, Patient Experience Advisor; Kingston General Hospital, Kingston, Ontario, Canada
This presentation describes the new patient- and family-centered model of care at the Kingston General Hospital . The redesign process and pre-implementation planning work for the model of care are outlined in detail and outcomes are reviewed .
introducing patient- and family-centred care at the ottawa hospital – an innovative patient and family member engagement process
Gwen Barton, BNSc, MHA, Transformation Project Manager; Brian McKee, PhD (c), Patient Family Advisor, Co-Chair, Program Development Committee; The Ottawa Hospital, Ottawa, Ontario, Canada
The Ottawa Hospital established a patient and family panel using a unique ‘civic lottery’ process . Over three days, the panel learned more about the Cancer Program, shared experiences, and established recommendations to launch the organization’s patient- and family-centred care journey .
d7 Congressional Ainterprofessional bedside patient- and family-centered rounding to improve patient care, patient safety, and resident education on an adult medicine unit
Jeffrey Schlaudecker, MD, Assistant Professor of Family and Community Medicine; Anna Stecher, BS, Medical Student;
d2 Ambassadorohio state university medical center, columbus, oh
build it and they will come – patient engagement on Quality initiatives
Charles Borden, MBA, Associate Executive Director, Quality & Patient Safety; Sharon Cross, LISW, Patient/Family Experience Advisor Program Manager; Peter Labita, Patient Experience Advisor; James Cancer Hospital at Ohio State University Medical Center, Columbus, OH
Successful implementation of patient involvement in hospital meetings can be a hard goal to achieve . This session will focus on best practices for including advisors at the table while ensuring a positive experience for both patients and staff .
grassroots…growing a patient/family advisor program from the bottom up!
Sharon Cross, LISW, Patient/Family Experience Advisor Program Manager; Cortney Forward, Patient/Family Experience Advisor; Peter Labita, Patient Experience Advisor; Ohio State University Medical Center, Columbus, OH
One person can make a difference! After a staff member became a patient at the hospital where they worked, they envisioned an organization that received feedback from patients and families in more ways than just Press Ganey surveying .
d3 Cabinetcommunity action for prenatal care: an innovative program in new York state to reduce mother-to-child transmission of hiV
Janet Campbell-Lugo, Patient Advisor, Maribel Montanez, BA, Assistant Program Coordinator; Bronx Lebanon Hospital Center, Bronx, NY; Patricia Doyle, LCSW, Director, Community Action for Prenatal Care; New York State Department of Health AIDS Institute, Albany, NY
This session describes the benefits of integrating patients as advisors in a program for pregnant women to reduce transmission of HIV . Presenters will describe how patients are selected, trained, and mentored as they assume increasingly responsible roles within the program .
d4 Forumunderstanding the needs of Young people in a paediatric hospital
Elizabeth Harnett, Head of the Clinical Governance Unit; The Children’s Hospital at Westmead, Sydney, New South Wales, Australia
The Children’s Hospital at Westmead has readdressed the gap in our understanding of the experiences of young people through annual young peoples’ satisfaction surveys and the establishment of a Youth Advisory Council to help meet their needs .
Tu
es
da
y
ag
en
da
71
C o n fer en C e S eS S i o n S
11:30 am – 12:45 pm
CONCURRENT SESSIONS (E1-10)
e1 Empireimproving Quality and safety through patient-centred care: an australian perspective
Nicola Dunbar, BSc, PhD, MPS, Program Manager; Australian Commission on Safety and Quality in Health Care, Sydney, New South Wales, Australia
The Australian Commission on Safety and Quality in Health Care is leading a national approach to supporting improvements in systems and capacity for partnering with patients and consumers in Australia .
e2 Executiveevolution of the teen advisory committee, children’s hospital boston: review of a decade of work
Eliot Greene, Teen Advisory Committee Member; Christine Rich, MS, BSN, RN, Staff Nurse III; Amy Rucki, Co-Chair, Teen Advisory Committee Member; Jessica Strzelecki, CCLS, Certified Child Life Specialist; William Tulip, Teen Advisory Committee Member; Ashley Quan, Co-Chair, Teen Coordinator, Teen Advisory Committee; Children’s Hospital Boston, Boston, MA
Adolescents and committee facilitators will present the work of this dynamic committee including input into hospital policy, focus group participation, and the wide variety of projects completed . This information will be presented from both the adolescent and staff perspective .
improving cancer care for adolescents and Young adults (aYa) at md anderson cancer center through the creation of an aYa advisory council
Alma Faz, BS, RT (R)(CT), Radiologic Technologist, Co-Facilitator, AYA Advisory Council; Erin Frazier, MS, PA-C, Physician Assistant, Co-Facilitator, AYA Advisory Council; Sandra Medina, MS, LPA, LPC, Vocational Counselor, Co-Facilitator, AYA Advisory Council; Chad Tremont, BS, Research Assistant I, Co-Facilitator, AYA Advisory Council; MD Anderson Cancer Center, Houston, TX
Presenters will provide details on creating and maintaining an AYA Advisory Council that consists of patients and staff . The process for developing goals will be discussed . Finally, accomplishments and lessons learned during our two years of existence will be shared .
e3 diplomatlooking through the lens of health literacy: a partnership between the family advisory committee and health care team
Rita Higgins, BA, Parent; Carol Klingbeil, MS, RN,CPNP, Advanced Practice Nurse Educational Services; Children’s Hospital of Wisconsin, Milwaukee, WI
A strong collaborative partnership between providers and families has been successful at raising awareness of the impact of low health literacy on families’ experiences in our organization . This presentation focuses on projects that have changed our communication with families .
Steve Warnick, MD, Chief Resident, Family Medicine and Psychiatry Combined Residency Program; University of Cincinnati, Cincinnati, OH
This presentation and discussion will describe how other programs can implement Patient- and Family-Centered Rounding . Role-play will be included in this fun and dynamic presentation allowing other programs to dramatically improve the experience of inpatient family medicine for attending physicians, residents, and patients .
d8 Empireunleashing the culture: reaching hearts and minds through patient- and family-centered care training at a safety net teaching hospital
Scott F. Davies, MD, Chief, Department of Internal Medicine; Sheila Delaney Moroney, MPH, Director, Patient Experience Services/Patient- and Family-Centered Care; Tisha Sherdan, Patient/Family Advisor; Hennepin County Medical Center, Minneapolis, MN
Through a nine-hour curriculum designed to reach the hearts and minds of more than 3,500 hospital staff and physicians, Hennepin County Medical Center is driving culture change to ensure that patient- and family-centered guiding principles and behaviors are hardwired .
d9 diplomataligning passions: what matters most when partnering with patients and families for Quality, safety, and satisfaction
Bev Crider, President and Chief Executive Officer; Bev Crider, LLC, Trenton, MI
Partnering for quality, safety, and satisfaction relies on a shared vision of priorities and agreement on strategies to achieve goals . An informal query of “What Matters Most” reveals subtle, yet important, differences in the perceptions of key stakeholders .
d10 Congressional Ban exploration of patient-centered architecture at dartmouth-hitchcock: theory, practice, and the patient and family Viewpoint
Gail A. Dahlstrom, MHSA, Vice President, Facilities Management; Linda C. Wilkinson, MBA, Coordinator, Patient- and Family-Centered Care; Devyn R. Young, MPH; Dartmouth-Hitchcock, Lebanon, NH
This presentation represents a three-part exploration of how architectural design of health care facilities can be used to promote patient satisfaction and patient- and family-centered care principles . Theoretical potential, applied reality, and a site-specific research model will be shared .
11:15 – 11:30 am
BREAK
Tu
es
da
y
ag
en
da
72
C o n fer en C e S eS S i o n S
Goryeb Children’s Hospital developed a 10-step “Best Practice” model to improve quality and safety and has now expanded this effort to improve emergency and other care for children in our region .
e8 Congressional Afamily-centered care or poor professional boundaries? clinician use of social media to engage with patients and families helps a hospital redefine therapeutic boundaries
Deborah Braidic, MA, Manager, Web Content and Internal Communications; Scott Ferguson, LCSW, Administrator, Family-Centered Care Support Services; Children’s Hospital Los Angeles, Los Angeles, CA
Social media blurs traditional boundaries, and in health care settings, can blur professional therapeutic boundaries . This session will demonstrate how a stronger social media policy helped a hospital realign house-wide understanding and practice of the core principles of family-centered care .
e9 Congressional Billusion vs. reality: the challenges and benefits of truly applying the core concepts of patient- and family-centered care in a community-based, family support program
Lori Schwartz, PhD, Consultant; Chicago, IL
Challenges and benefits of applying core concepts of patient- and family-centered care in a community-based, family support program are addressed through slide presentation, interactive discussion, group activity, and videotaped client interview . Program changes that facilitated the process will be described .
e10 Forumdesigning the heart institute ambulatory clinic at cincinnati children’s hospital to deliver outstanding patient-focused care—lessons learned from working with the family advisory council
John Blignaut, AIA, ACHA, LEED AP, Partner, GBBN Architects; Mary Dietrich, BSc, Design Manager, Kolar Design; Melissa Klaassen, Patient/Family Advisor, Family Advisory Council Representative; Cincinnati Children’s Hospital Medical Center, Cincinnati, OH
Involving families in the design process and encouraging them to articulate their ideal patient experience can reap huge benefits for understanding their needs . This presentation will discuss the lessons learned over a number of years of listening to families .
12:45- 2:00 pm Exhibit Hall
LUNCH BREAK(Lunch stations in Exhibit Hall; lunch vouchers provided)
posters, exhibits, and lunch
e4 Regencycultural transformation — a pivotal transformation for health care in this country
Tracy W. Gaudet, MD, Director, Office of Patient Centered Care and Transformation; U.S. Department of Veterans Affairs, Washington, DC
This session will identify strategies that can be used to influence change within a health care environment that seeks to implement
the core concepts for patient-centered care approaches .
e5 Palladianpartners in care: Journey in changing the View of family from “Visitors” to “partners in care”
Maureen Berkan, RNC-NIC, NICU Registered Nurse; Lori Chudnofsky, RNC-NIC, NICU Assistant Nurse Manager; Susan Griffith, RN, NICU Registered Nurse; Leah Rutz, BA, Operations Supervisor; Frank Sanborn, NICU Parent Advisor; University of Washington Medical Center, Seattle, WA
This presentation is designed to share the process and outcomes of one neonatal unit’s experience with increasing family participation in bedside care .
tools for successfully partnering with parents during bedside shift change report in the nicu
Stephanie Adam, RN, BSN, Assistant Nurse Manager, NICU; Ann Dowling, BS, NICU Family Support Specialist; Women and Infants Hospital, Providence, RI
Including families in bedside shift change report is a concrete way to operationalize the principles of family-centered care . The Family Advisory Council and Shared Governance committees have worked together to develop tools that bring this concept to the bedside .
e6 Ambassadorpatient-centered communication in everyday interactions: the chop care network’s physician practice strategy
Jill Golde, MS, Senior Vice President, Client Experience, Leebov Golde & Associates; Amy Lambert, BA, Senior Vice President, CHOP Care Network, The Children’s Hospital of Philadelphia, Philadelphia, PA
The Children’s Hospital of Philadelphia’s Outpatient Care Network (CHOP Care Network) implemented a far-reaching, long-term strategy to build physician and staff skills in patient- and family-centered communication .
e7 Cabinetpatient- and family-centered care “10 best practices”: disseminating information to improve regional pediatric care
Elizabeth DuBois, RN, MS, CPN, NE-BC, Manager, Pediatric Inpatient Services; Siobhan Reid, Parent, Co-Chair Parent Advisory Committee; Walter Rosenfeld, MD, FAAP, FSAHM, Chair of Pediatrics; Ethan Wiener, MD, FAAP, Associate Director, Pediatric Emergency Medicine; Goryeb Children’s Hospital, Atlantic Health System, Morristown, NJ
Tu
es
da
y
ag
en
da
73
C o n fer en C e S eS S i o n S
Patient and Family Advisors (PFAs) are the heart of Patient Family Centred Care . They provided invaluable insight to improve the experience of care for everyone . Our culture has changed because of our PFAs, and we will share how yours can too!
patient and family centred care: from the boardroom to the bedside
Bonnie Nicholas, RN, CNCC(C), CPTC, Patient Family Centred Care Lead; Keith Taylor, Chair, Patient Family Advisory Council; Thunder Bay Regional Health Sciences Centre, Thunder Bay, Ontario, Canada
Quality patient care is a laudible goal – and difficult to reach . A blueprint for system-wide change is needed . Patient and family centred care became our blueprint . Our approach through Patient and Family Centred Care Corporate Strategy development proved to be just the right model .
f3 Forumthe road less traveled: an adult combined medical and surgical intensive care unit’s Journey to integrate patient and family into the health care team
Michael Benninghoff, DO, Medical Director; Donna Casey, RN, Nurse Manager; Joanne Garcia, RN, Staff Nurse/Chair Patient- and Family-Centered Care Unit Based Council; Michael Gervay, Patient/Family Advisor; Dannette Mitchell, BSN, RN; Christiana Care Health System, Wilmington, DE
This multimedia presentation chronicles the journey of a mixed medical and surgical adult intensive care unit’s quest to integrate patients and families into the health care team . Nursing shift-change hand-off at the patients’ bedside and interdisciplinary rounds will be highlighted .
f4 Cabinetpeers as recovery mentors for recurrently hospitalized psychiatric patients
Kimberly Guy, Recovery Mentor, Research Associate, Peer Support Supervisor, Program for Research and Community Health; Connecticut Mental Health Center; William Sledge, MD, George D. and Esther S. Gross Professor of Psychiatry; Yale University, Yale New Haven Psychiatric Hospital, New Haven, CT
This session will highlight a random controlled design, feasibility study testing whether having peer mentors is associated with a significant reduction of re-hospitalization for patients with a recent history of recurrent hospitalization . It will feature an account by a mentor .
read all about it!: using media formats to involve Veterans and their family in recovery
Elizabeth A. Bass, PsyD; Local Recovery Coordinator; Betty Davis, PRRC Veteran and Facilitator; Nhien Dutkin, LCSW, BCD, C-SWHC, Clinical Social Worker; Paul Jenkins, PRRC Veteran and Facilitator; Donna Tate, Family Support Group Member, PRRC; Atlanta VA Medical Center, Decatur, GA
SPECIAL LUNCHEON ($55) Empirepatient- and family-centered canadian models of excellence — meaningful engagement: let’s spread the learning
Host: Canadian Health Services Research Foundation
This luncheon highlights the good work of patients, families, and citizens,
partnering with health care leaders and planners, in health care quality improvement . The Patient Engagement Projects (PEP) initiative of luncheon sponsor, the Canadian Health Services Research Foundation (CHSRF), supports teams from health care organizations across Canada to improve the quality of care and the effectiveness and efficiency of health services by engaging patients and their families in design, delivery, and evaluation . CHSRF is an independent organization dedicated to accelerating health care improvement and transformation for Canadians . CHSRF collaborates with governments, policymakers, and health system leaders to convert evidence and innovative practices into actionable policies, programs, tools, and leadership development .
2:15 – 3:45 pm
CONCURRENT SESSIONS (F1-F10)
f1 Palladianhow do You Know when You have arrived? leading and lagging indicators of success through implementation of both unit and system patient- and family-centered initiatives
Lona Bryant, MSN, RN, Patient-Centered Quality Improvement Consultant; Terri Nuss, MS, MBA, Vice President, Patient Centeredness; Baylor Health Care System, Dallas, TX; Kecia Kelly, MBA-HCM, BSN, RN, Director of Maternal, Newborn and NICU Services; Paul and Judy Andrews Women’s Hospital; Baylor All Saints Medical Centers, Fort Worth, TX
Launching a key initiative, attendees will learn of the inspiration and intentional actions needed at the unit level, and the defined steps needed to implement and spread at the macro level in a 14-hospital health care system .
f2 Ambassadorthunder bay regional health sciences centre, thunder bay, ontario, canada
influencing change and improving Quality with patient and family advisors
Julija Kelecevic, MD, PhD, (ABD), Bioethicist; Bonnie Nicholas, RN, CNCC(C), CPTC, Patient Family Centred Care Lead; Keith Taylor, Chair, Patient Family Advisor; Thunder Bay Regional Health Sciences Centre, Thunder Bay, Ontario, Canada
(continued on next page)
Tu
es
da
y
ag
en
da
74
C o n fer en C e S eS S i o n S
quantitative and qualitative outcomes that are meaningful and appropriately measure them, and how to successfully involve patients and family members in the evaluation process .
f7 Congressional Ageorgia health sciences university, augusta, ga
the role of patient advisors in the curriculum and beyond
Kent Guion, MD, Vice President for Diversity and Inclusion; Christine O’Meara, MA, MPH, Development Coordinator; Georgia Health Sciences University, Augusta, GA; Anthony (Bernard) Roberson, MS, Administrative Director, Patient and Family Centered Care; Arthur Stone, Patient Advisor; Georgia Health Sciences Health System, Augusta, GA
Patient advisors have historically participated in the clinically-oriented functions . We report the experiences of patient advisors participating in the classroom, online learning communities, the health sciences university accreditation, and strategic planning process as well as community outreach activities .
building Quality at the bedside: partnering with patients and families through Quality unit councils
Donna Adams, Patient Advisor; Sarah (Teri) Perry, RN, Vice President, Adult Patient Care Services; Anthony (Bernard) Roberson, MSM, Administrative Director, Patient Family Centered Care; Georgia Health Sciences Health System, Augusta, GA
The use of Quality Unit Councils (QUC) enables health care providers to improve quality measures through collaborations . The councils utilize patient advisors, and the principles and behavioral standards of Patient- and Family-Centered Care as a guide to improvements .
f8 Executiveusing six sigma methodology to improve daily communication between families and the medical team in the pediatric intensive care unit
Laura Czulada, DO; Patience Leino, BS, Family Advisor; University of North Carolina, Pediatric Intensive Care Unit, Chapel Hill, NC
This project utilized Six Sigma methodology with a multidisciplinary team, including a family member, to define and improve the current process of daily communication in a 20-bed closed multidisciplinary pediatric intensive care unit .
‘ask me 3™’ — a family-driven campaign to improve patient/family/provider communication at the university of florida pediatric pulmonary clinics
Angela Miney, BA, Family Partner; University of Florida Pediatric Pulmonary Division, Gainesville, FL
The project implemented and evaluated an enhanced ‘Ask Me 3™’ educational campaign to improve communication between the health care team, patients, and their families in out-patient Pediatric Pulmonary clinics, including the Sleep Clinic .
The family-written newsletter was created to engage Veterans’ families in topics related to mental illness and recovery . This presentation will introduce ways to utilize media to help foster empowerment for the Veterans and families creating the newsletters as well as for readers . The process of this journey will be explored and the outcomes thus far will be discussed .
f5 Congressional Bdevelopment of a national patient and family experience of care survey
Leslie Hazle, MS, RN, CPN, Director of Patient Resources, Cystic Fibrosis Foundation; Bethesda, MD; Karen Homa, PhD, Improvement Specialist, Leadership Preventive Medicine Residency Program; Dartmouth Hitchcock Medical Center; Lebanon, NH; Kathryn Sabadosa, MPH, Research Associate, The Dartmouth Institution for Health Policy and Clinic Practice; Lebanon, NH; Teresa Schindler, MS, RD, CF Dietitian, Rainbow Babies & Children’s Hospital; Cleveland, OH
The U .S . Cystic Fibrosis Foundation launched the development of a nationwide patient and family experience of care survey to further aid the 115 accredited centers to improve care for the people with cystic fibrosis .
the family Voice: involving families in the drive to improve the transition from outpatient to inpatient care
Andrea Honesto, RRT; Susan Katz, Family Advisory Board, Johns Hopkins Hospital, Baltimore, MD
A multidisciplinary team, including parents, was created to improve the transition between outpatient chronic care and inpatient acute care for cystic fibrosis patients .
f6 diplomatevaluating mind-body programs and practices within a patient- and family-centered framework
Elizabeth Hoge, MD, Research Scientist, Benson Henry Mind-Body Medical Institute/Assistant Professor in Psychiatry, Harvard Medical School; Boston, MA; Lara Hilton, MPH, Senior Project Manager, Samueli Institute, Alexandria, VA/Research Analyst, RAND Corporation; Santa Monica, CA; Session Facilitator/Keynoter: Ruth Quillian Wolever, PhD, Research Director and Director, Health Psychology, Duke Integrative Medicine/Director, Behavioral Health & Lifestyle Coaching, Duke Diet and Fitness Center/Assistant Professor, Duke University Medical Center; Durham, NC; Michele Ashland, BA, Lead Parent, Family Centered Care; Karen Wayman, PhD, Director, Family Centered Care; Lucile Packard Children’s Hospital at Stanford, Palo Alto, CA
This session will outline best practices for evaluating mind-body programs that are offered in a
patient- and family-centered environment . Panelists will share methodology for effective evaluation, how to choose
read all about it!: using media formats to involve Veterans and their family in recovery
(continued from previous page)
Tu
es
da
y
ag
en
da
75
C o n fer en C e S eS S i o n S
Join the National Coordinator for Health Information Technology in a provocative discussion about the federal requirements for “meaningful use” of health
information technology and how it relates to engaging patients and families . This discussion will explore advances in health information technology that support patient and family engagement in care and decision-making as well as their involvement in the design of future technology innovation .
g2 Palladianstrength in numbers: enhancing the family advisor program at penn state hershey children’s hospital
Jessica Capitani, BA, Family Advisor; Deborah Fuhrer, BA, MS, Family-Centered Care Coordinator; Penn State Hershey Children’s Hospital, Hershey, PA
The involvement of patients and families helps to improve patient- and family-centered care in daily practices and hospital initiatives . This session will discuss ways family advisors are currently participating in staff education, hospital committees, task forces, and patient- and family-centered initiatives .
engaging diverse communities in patient- and family-centered care: the development of a latino family advisory board
Gabriela Flores, BA, MSM, Director, Office of Equity and Diversity; Children’s Mercy Hospitals and Clinics, Kansas City, MO
The purpose of this session will be to describe the development, implementation, and engagement of a Latino Family Advisory Board at an urban pediatric hospital setting in the Midwest .
g3 Cabinetthe michigan difference: implementing patient- and family-centered care at the um cardiovascular center
Bonnie Davis, Advisor, Co-Vice Chair, Patient Family Advisory Committee; Linda Larin, MBA, FACCA, FACHE, Chief Administrative Officer; Elizabeth Nolan, MS, RN, Director, CVC Patient Education & Mardigian Wellness Resource Center, University of Michigan Cardiovascular Center, Ann Arbor, MI
Hear about the array of strategies put in place to implement a Patient- and Family-Centered Care Program at a cardiovascular center that provides services to adult patients and their families .
g4 Empirepositioning the family and patient at the center: a guide to family and patient partnership in the medical home
Michellle Esquivel, MPH, Director, Division of Children with Special Needs and National Center for Medical Home Implementation; American Academy of Pediatrics, Elk Grove Village, IL; Rebecca Malouin, PhD, MPH, Assistant Professor
f9 Regencyusing patient- and family-centered care strategies to improve care and service to patients who die and their families
Elizabeth Ata, BS, Decedent Affairs and Palliative Care Coordinator; Alice Gunderson, BA, BS, Patient-Family Advisor; Mary Lynne Knighten, RN, MSN, PN, Senior Director, Patient Experience and Care Delivery; St. Francis Medical Center, Lynwood, CA
Traditional clinician viewpoints regarding patients who have died is that of a “body .” The patient was—and still is—a person to their family . St . Francis Medical Center uses patient- and family-centered care concepts to maintain the dignity of every person after death .
the end of life champion program
Paul Boucher, MD, BSc, Co-Chair, Patient and Family Centered Care Committee, Department of Critical Care/CVICU Medical Director; Jana Wyber, Family Advisor, Department of Critical Care; Foothills Hospital, Alberta Health Services, Calgary, Alberta, Canada
This is a descriptive account of the experience with an end of life quality improvement program in the regional adult, intensive care units of the Calgary Health Region of Canada .
f10 Empireimplementing and evaluating the guide to patient and family engagement: improving hospital Quality and safety by engaging patients and family members in their care
Kristin Carman, PhD, Co-Director, Health Policy and Research; American Institutes for Research, Washington, DC; Pamela Dardess, MPH, Senior Researcher; American Institutes for Research; Chapel Hill, NC
This presentation will describe the Guide to Patient and Family Engagement in Hospital Quality and Safety, preliminary lessons learned from implementing the Guide in three hospital sites, and metrics for evaluating Guide implementation and assessing hospital-level changes .
3:45 – 4:00 pm
BREAK
4:00 – 5:15 pm
CONCURRENT SESSIONS (G1-G10)
g1 Regencyinnovation in using health information technology to enhance patient and family engagement — a conversation
Farzad Mostashari, MD, ScM, National Coordinator, Health Information Technology, Office of the National Coordinator for Health Information Technology, U.S. Department of Health and Human Services; Christine Bechtel, MA, Vice President, National Partnership for Women & Families; Washington, DC
(continued on next page)
Tu
es
da
y
ag
en
da
76
C o n fer en C e S eS S i o n S
g7 Congressional Aa model partnership between ambulatory clinics and family centered care: the use of high-fidelity simulation to improve parent/provider communication in the clinic setting
Michele Ashland, BA, Parent Lead; Kathleen Davidson, RN, BSN, MBA, Administrative Director, Obstetric/Pediatric Faculty Practice Organization, Ambulatory Care Center Operations; Karen Wayman, PhD, Packard Children’s Endowed Director of Family Centered Care; Lucile Packard Children’s Hospital, Palo Alto, CA
Results will be presented from two pilot studies conducted at Packard Children’s using a cadre of well trained “parent actors” from the department of Family Centered Care in a high-fidelity simulation training to improve parent/provider communication in the clinic setting .
bringing the patient’s goals to the forefront of their Visit while collaboratively coaching: success in outpatient neuroscience
Christa Butler, RN, BSN, MSM, Nurse Practice Site Coordinator; Rebecca Herzberg, BBA, Patient Advisor; Georgia Health Sciences University Medical Center, Augusta, GA
The purpose of our initiative is to provide a patient- and family–centered healing environment for those with neurological and neurosurgical illnesses . This work focuses on bringing the patient’s goals to the forefront during the visit while collaboratively coaching through the process .
g8 Ambassadorsmart: the patient- and family-centered universal discharge protocol
Kristina Andersen, RN, BSN, Project Coordinator; Sherry Perkins, PhD, RN, Chief Operating Officer/Chief Nursing Officer; Susan Walden, Patient Advisor; Anne Arundel Medical Center, Annapolis, MD
It is time for a patient- and family-centered universal discharge protocol . This session discusses SMART, a multidisciplinary and
patient and family process that begins during hospitalization, ensures a “hard stop” review of the SMART tool, and post-discharge collaboration .
and Director, Department of Pediatrics and Human Development, College of Human Medicine, Michigan State University; East Lansing, MI; Nora Wells, MS, Director of Programs, Family Voices, Inc., Lexington, MA
An overview of the monograph will be presented including: the historical development and evidence base for patient- and family-centered care, case studies of patient- and family-centered care in medical homes, and descriptions of patient- and family-centered strategies and tools utilized within medical homes .
g5 Executivecaregiver presence in interventional radiology procedures
Melanie Hoynoski, BS, CCLS, Child Life Specialist; Amy Kratchman, BA, Family Consultant; Kelly Mignogna, BA, CCLS, Child Life Specialist; The Children’s Hospital of Philadelphia, Philadelphia, PA
Implementation of a program assessing family readiness to accompany pediatric patients into Interventional Radiology procedures, including routine feeding tube changes, Naso-Jujenal tube placements, and induction . Program consists of procedural and educational support .
advancing patient- and family-centered care in the pediatric perioperative setting
LaTonya Barton, MBA, Parent Advisor; Carolyn A. Benigno, MSN, RN, CPN, Clinical Nurse; Michele M. Grady, BA, JD, Perioperative Surgery Concierge Coordinator; Mary Richardson, BSN, RN, Parent Advisor; Children’s National Medical Center, Washington, DC
Perioperative staff and parent advisors will share innovative practices and projects that are responsive to the specific needs of patients and families in a pediatric perioperative setting .
g6 diplomatadvancing the practice of patient- and family-centered care: Yale-new haven hospital unit- based training
Jeannette Hodge, BA, Director, Patient Relations, Volunteer and Guest Services; Cheryl Hoey, RN, BSN, MSN, MBA, Director, Patient Services for Pediatrics; Susan Kamm, BA, Manager, Patient- and Family-Centered Services; Yollanda London, MPH, Manager, Strategic Planning/New Business Development; Mary Ellen Pappas, BA, Co-Chair, Patient and Family Advisory Council; Pat Sclafani, BS, MS, Co-Chair, Patient and Family Advisory Council, Yale-New Haven Hospital, New Haven, CT
The Patient and Family Centered Committee, designed a 90-minute multimedia presentation to introduce staff of a large academic medical center to the principles of patient- and family-centered care and challenge them to incorporate these principles into their daily practice at Yale New Haven Hospital .
positioning the family and patient at the center: a guide to family and patient partnership in the medical home
(continued from previous page)
Tu
es
da
y
ag
en
da
77
C o n fer en C e S eS S i o n S
g10 Forumcalgary’s new south health campus: how patient and citizen partnerships are helping build ‘the future of health care’
Joanne Ganton, BComm, Manager, Patient- and Family-Centered Care; Gina Grace, BSW, Citizen Advisory Team Member; Shelley Koch, BA, Site Director; Michelle Stasiuk, Co-Chair, Citizen Advisory Team; Gloria Wilkinson, Volunteer, Citizen Advisory Team Member; Alberta Health Services, South Health Campus, Calgary, Alberta, Canada
South Health Campus is transforming the care experience for patients, families, and health care providers . The Citizen Advisory Team has partnered with architects and clinicians to plan Calgary’s new health campus—together shaping the ‘Future of Health Care .’
g9 Congressional Bsuccessful communication with patients and families
Theresa Drum, Family Advisory Council Member; Ann Maghran, BSW, Family Centered Care Coordinator; Tim Sember, Family Advisory Council Member; Valerie Sember, Family Advisory Council Member/Co-Chair; Women and Children’s Hospital of Buffalo, Buffalo, NY
Family Advisory Council members at Women and Children’s Hospital of Buffalo partnered with the nursing educators to collaborate on education days for all the hospital nurses . The goal was to increase staff awareness about the patient and family perspective of care .
no
te
s
78
notes
TUESdAY ABSTRACTS
tu
es
da
y
ab
st
ra
ct
s
81
s lu g
d1family centered rounding--making it stick! how to create and sustain family-centered rounds utilizing lean organizational change strategies
Michele Ashland, BA, Lead Parent, Family Centered Care; Susan Herman, MSN in Nursing Administration, Magnet Program Director; Joseph Kim, MD, Medical Director, Pediatric Hospitalist Program/Acute Care Units; Karen Wayman, PhD, Packard Children’s Endowed Director of Family Centered Care; Lucile Packard Children’s Hospital, Palo Alto, CA
Description: One of the key practices of Family-Centered Care (FCC) is Family-Centered Rounding (FCR) . That is, medical rounds where the parent and/or patient is invited to participate in Medical Rounds from reporting of overnight events to creating the plan of care for the day . This is in contrast to traditional medical rounds in which the medical team first meets outside of the patient’s room, exchanges information, comes up with the plan of care for the day and then spends a few minutes in the patient’s room reviewing the medical team’s decisions with the family and patient . However, Family-Centered Rounding represents a cultural transformation requiring changes on the part of Mds, RNs, ancillaries as well as parents/patients . FCR is a FCC practice that is challenging to implement and even more challenging to sustain . This presentation will review how Packard Children’s Hospital utilized “Lean” organizational change strategies to plan, implement, sustain and measure a Family-Centered Rounding initiative . This presentation will provide: a) an overview of Lean organizational change strategies that could be utilized for any change initiative; b) a description of our model of FCR; c) FCC outcome measures for RNs, Mds, Parents and Medical Team functioning; and d) the role of FCC dept parents in FCR . Findings from the FCR initiative include: a) no significant increase in rounding time; b) 75% of parents/patients attend; c) RNs and Residents report that communication is improved and less time is spent clarifying the plan in the afternoon; d) Parents report better trust relationships with RNs and Mds; and, e) Parents report an increase in being included as a member of the medical team and increase in shared decision-making . In addition, Packard Children’s 3-tier “Partnerships for Change Model” will be presented . This model proposes strategies to effectively diffuse family-centered principles and practices in all change initiatives .
Outcomes: Findings: a) no significant increase in rounding time; b) 75% of parents/patients attend; c) RN/Residents report improved communication with decreased time clarifying plan of care; d) Parents report better trust relationships with RNs and Mds; and, e) Parents report increased opportunities for shared-decision making as a member of the health care team .
Lessons Learned: Lean strategies provide effective approaches to family-centered change; family-centered rounds provides critical opportunities for families to participate in their child’s care and team decisions; successful participation in clinical practices raises profile of FCC; and, large-scale organizational change provides an opportunity to diffuse FCC principles and practices .
d2build it and they will come – patient engagement on Quality initiatives
Charles Borden, MBA, Associate Executive Director, Quality & Patient Safety; Sharon Cross, LISW, Patient/Family Experience Advisor Program Manager; Peter Labita, Patient Experience Advisor; James Cancer Hospital at Ohio State University Medical Center, Columbus, OH
Description: In 2009, The James Cancer Hospital began a journey to include patients and families in improving the Quality of care and services . To reach this objective, two patient advisors were selected to join the James Quality & Patient Safety Committee . Prior to advisor participation, committee members received an overview of the advisor program . They also held open dialogue on encouraging advisor involvement and shared fears about involving patients on a committee with sensitive topics . Also preceding the first meeting, advisors received orientation including an overview of quality and safety principles, definitions of clinical and quality “lingo”, and a preview of upcoming agenda items included in the first meeting they would attend . Following each of the first three monthly meetings, advisors and the Quality director met for de-briefing sessions and shared their impressions, feelings, and concerns about participating on the Quality Committee . Adding advisors to a hospital committee was a shift in culture and the first step towards incorporating patient and family feedback, concerns, and ideas . Advisors participate in discussing all agenda items including yearly quality goal setting and sentinel event reviews . Over the past two years, advisors joined sub-committees including the End of Life Pathway group, addressing Personal Issues in the ambulatory setting, and Survivorship Clinic design . Continued collaboration has led to a patient-centered approach to Quality and an increased awareness of patient/family needs . As we move forward with advisor participation on committees and project teams, the best practices from the James Quality & Patient Safety Committee have been shared across the Ohio State University Health System where advisors have been added to multiple Quality focused committees . during this session a patient advisor will share their personal experience participating on the James Quality & Patient Safety Committee . Methods of advisor selection and preparation for committee assignment will be discussed .
Outcomes: due to advisor participation, yearly Quality goals have been prioritized based on patient needs and a new patient satisfaction report created for staff includes the “Voice of the Customer” . As awareness of the James success spreads, advisors have been added to Quality committees in several areas of the hospital system .
Lessons Learned: Adding advisors to a committee can be successful with preparation of both the staff members and the advisors prior to beginning . Having a key staff member as the main contact person for advisors encourages a positive relationship between staff and patients . Success is in the details!
NOTE: All abstracts are printed as submitted by presenter/s with little or no editorial changes .
(continued on next page)
tu
es
da
Y
ab
st
ra
ct
s
82
Center, Bronx, NY; Patricia Doyle, LCSW, Director, Community Action for Prenatal Care; New York State Department of Health AIDS Institute, Albany, NY
Description: The Community Action for Prenatal Care (CAPC) works to reduce mother-to-child transmission (MTCT) of HIV by engaging high-risk women into prenatal care . The program targets pregnant women not in prenatal care and pregnant women in crisis . The “CAPC Woman” faces challenges including: substance use, mental illness, domestic violence, homelessness, immigration issues, developmental disability, and/or involvement with the criminal justice system . The project consists of four coalition-building agencies, (three in New York City, one in Buffalo), and a training contractor . Findings of focus groups of the target population informed program structure, which includes a component of patient involvement . Funded agencies are required to organize groups of patients to advise on promising locations for outreach, new immigrant groups, and to assist with the development/distribution of social marketing materials . As CAPC matured in the Bronx, some patients began to request even more integration into service delivery . Training was provided on: public speaking, community board participation, job readiness, peer outreach, MTCT, and advocacy . Patients became community change agents and some obtained employment . They participate in outreach events, provide navigation and escort to appointments, make community presentations and advocate in court and at protective services hearings . Patients join educational panels at community forums where they share their stories of survival and resiliency . CAPC forged a link between providers in a Family-Centered Care Program and the trained patients . Providers identify HIV+ pregnant women lost to care whom hospital-based staff are unable to re-engage, and refer them to the program . The trained patient advisors go into the community to locate the CAPC Woman before her clinical situation deteriorates . The at-risk patient may be using substances, experiencing a mental health crisis, or in a domestic violence situation . Regardless of the circumstances, the patient advisor listens to her story, provides support and encourages her to seek services again .
Outcomes: In eight years, ten patients evolved into advisors . dynamic inter-relationships among patients, providers, and programs are mutually beneficial . Results include: the re-connection to care of vulnerable pregnant women; employment; presentations, program promotion, facilitation of Effective Behavioral Intervention (EBI) training, and self-advocacy . Patients motivate others while they strategize their own future .
Lessons Learned: When patients feel empowered and respected, they take responsibility for their health care needs and explore the impact they can have on others . developing patient abilities helps bridge the gap between vulnerable women and the systems designed to help them . CAPC Women then become vehicles for re-engagement in care .
grassroots…growing a patient/family advisor program from the bottom up!
Sharon Cross, LISW, Patient/Family Experience Advisor Program Manager; Cortney Forward, Patient/Family Experience Advisor; Peter Labita, Patient Experience Advisor; Ohio State University Medical Center, Columbus, OH
Description: Beginning in 2004 a visionary staff member began to formalize the use of previous patients/family members in the feedback process at the James Cancer Hospital at Ohio State University Medical Center . She began a steering committee with less than eight members, including two designees, that attended an IPFCC seminar . Creating a true grassroots movement, she began with only a few fellow cancer survivors who agreed to participate on the Steering Committee . A graduate student began to participate with the program as the staff person required additional time off of work . Unfortunately, dawn passed away, leaving the Advisor Program with no direction . With administrative approval in the James, a position was created to oversee the Advisor Program and give it a more formalized presence in the hospital . While the creation of an Advisory Council was not yet approved, growing the number of advisors was . In collaboration with the Volunteer Services director, the original steering committee resumed meetings and discussed how to further expand the program . All advisors are now credentialed through the Volunteer Services department prior to becoming an advisor . After five years of a dedicated staff person managing the Patient/Family Experience Advisor Program, it has now grown from the small grassroots effort with a handful of advisors, to a large program with more than 100 advisors participating across the multi-hospital system . Top administrators now recognize the importance of involving patients and family members in conversations when creating or changing policies, programs, and services . This session will include a discussion of tools used by the Advisor Program, steps to expansion and growth across a health system and academic medical center, and the personal experiences of two advisors .
Outcomes: Expansion of the Advisor Program led to over 100 Advisors participating in the program . In 2011, a second milestone of advisor participation on a combination of 100+ projects was also met .
Lessons Learned: When engaging advisors it is important to respect and listen to their feedback - they are our best resources and are often under utilized! Advisors like to know they are helping while also seeing the end result of their contributions . Selection, training, and management are key steps to a growing program .
d3community action for prenatal care: an innovative program in new York state to reduce mother-to-child transmission of hiV
Janet Campbell-Lugo, Patient Advisor, Maribel Montanez, BA, Assistant Program Coordinator; Bronx Lebanon Hospital
d2 (continued from previous page)
Tu
es
da
y
ab
sT
ra
cT
s
83
insight into all of these areas . A copyrighted booklet in English and Spanish that acts as a tool to initiate discussion between families and the health care team, and answer delicate, yet important and often overlooked questions, has also been an outcome of the Supportive Care Committee .
Outcomes: Initiating FCC by partnering and collaborating with patients and families has increased the transparency of the Children’s Cancer Hospital and, thus, has helped facilitate a common vision for perfect care . The robust work of three Councils, and other initiatives, continues to help our goals stay ambitious and focused on what truly matters .
Lessons Learned: Information concerning hiring a parent consultant, assessing the current environment of care, and organizing and recruiting for Councils and other initiatives and projects, for a “Hospital Within A Hospital” will all be presented . Working with senior leadership, management, staff and faculty, as well as examining pitfalls, will also be discussed .
d5patient and family orientation: enhancing information and access to services
Kim Buettner, BA, Supervisor, Patient Education and Advisory Program; Nancy Newman, MSW, LCSW, Director, Patient Support and Advocacy; Monica Vakiner, RN, BSN, Patient Advisor; Moffitt Cancer Center, Tampa, FL
Description: A new vision for Patient Support Services at Moffitt Cancer Center was created by a team of staff, faculty and patient/family advisors . Using the principles and core concepts of patient- and family-centered care (PFCC), current publications from The Advisory Board and the Institute of Medicine, and input from all involved, significant changes were made to the scope and delivery of services offered . A paradigm shift from a problem-oriented approach to one of wellness occurred . Though there was a wide range of support and wellness services available, many did not utilize these services, or accessed them late . Additionally, new patients/families were often overwhelmed and experienced anxiety not only about the medical condition but navigating the system . Three initiatives were born from the collaborative project, each supporting the other: Patient and Family Orientation; Patient Library and Welcome Center; and enhanced use of patient and family advisors . Each will be described in this presentation, with the major focus being the Patient and Family Orientation, which incorporates all three . The growth of the program will be described including classes in English and Spanish, one-on-one orientation in the Patient Library and Welcome Center, an online version on the Patient Portal and classes at a satellite clinic . The orientation is divided into three sections: About Moffitt (including PFCC); Places to Know (a pictorial tour and understanding of the map logic); and Tips for a Positive Experience and Resources for Support (range of services available and how to access them) . Patients and family members learn how to get the most out of their health care experience and leave the orientation empowered to be an active participant in their care . Participants are given a microfiber briefcase to organize their medical, insurance and patient educational materials when they complete an orientation session .
d4understanding the needs of Young people in a paediatric hospital
Elizabeth Harnett, Head of the Clinical Governance Unit; The Children’s Hospital at Westmead, Sydney, New South Wales, Australia
Description: For three consecutive years, The Children’s Hospital at Westmead has run young peoples’ satisfaction surveys, to understand what works for hospitalized young people and what could be done better . To support this and other projects aimed at young people, we have set up a Youth Advisory Council (YAC) .
Outcomes: The YAC has developed a Rights & Responsibilities postcard for young people in hospital and filmed a video for staff on the experiences of young people . Over time, we will be able to gauge, through the ongoing surveys, what impact these and other projects are having .
Lessons Learned: In a paediatric hospital, adolescent patients can often be “the forgotten group” . However, these young people are usually very capable of participating in their care decisions and telling us how we can meet their needs, given the opportunity . With the right support and education, staff can improve the hospital experiences of paediatric patients .
advocate, educate, organize: the surprising Journey of patient- and family-centered care in a pediatric cancer hospital
Rhonda Armstrong-Trevino, AD, Parent Coordinator; Patricia Wells, MSN, RN,CNS, PNP, Director, Patient/Family Centered Care; MD Anderson Cancer Center, Houston, TX
Description: Patient/Family Centered Care at the Md Anderson Cancer Center Children’s Cancer Hospital has been thriving for the past four years . Along our journey, we have discovered that patients and families can guide us in unique ways to partner and collaborate with the health care team . While we have a large, thriving Family Advisory Council (FAC), consisting of 16 parents and 12 faculty and staff that serves as the governing body for the Children’s Cancer Hospital (CCH), two other initiatives also stand out . The first of these is a council to evaluate and design services specifically for the adolescent and young adult (AYA) with cancer, throughout Md Anderson Cancer Center - the AYA Advisory Council . This Council meets once per month, in the evening, and consists of young adults ages 18 - 30 who have or are survivors of cancer . The group is co-led by three young adult cancer survivors and two AYA vocational counselors . The second unique Patient- Family-Centered Care initiative is the Supportive Care Committee . This diverse group consists of nine parents from various cultural backgrounds, who have experienced the death of a child from cancer, and staff who have a particular interest and expertise in end-of-life issues . This group has met for the past three years, and has tackled issues surrounding symptom management, legacy building, preparation for death, supportive care, time of death, interaction with hospice, bereavement and Memorial Services . Of particular interest is the representation of families from several cultural backgrounds and spiritual beliefs who can provide added (continued on next page)
tu
es
da
Y
ab
st
ra
ct
s
84
us along the way . A Patient and Family Advisory Council was formed in February 2010 and continues to provide direction to the ongoing implementation .
Outcomes: Post-implementation results on the first four units are encouraging, showing decreases in infection and readmission rates and patient falls . Continuous monitoring of the changes gained and using evaluation results to enhance and advance the positive changes are the next steps in this transformational change of the health care experience .
Lessons Learned: Importance of clear communication across the organization must be understood . Consistent messaging must occur at all levels and throughout all phases of redesign work to minimize apprehension and fear related to the impending change . Early, deliberate communication, including the engagement of patients and families, is important to project success .
introducing patient- and family-centred care at the ottawa hospital — an innovative patient and family member engagement process
Gwen Barton, BNSc, MHA, Transformation Project Manager; Brian McKee, PhD (c), Patient Family Advisor, Co-Chair, Program Development Committee; The Ottawa Hospital, Ottawa, Ontario, Canada
Description: The Ottawa Hospital Cancer Program (TOHCP) is one of the largest cancer centres in Canada, serving the Champlain Region of Eastern Ontario . Over the past few years, TOHCP has experienced many changes including the integration with its host hospital, the opening of a second service delivery site, and a major capital expansion . While these initiatives improved access to quality cancer services, none specifically focused on improving the patient and family experience . As an initial step in the organization’s patient- and family-centred care journey, it was important to engage our patients and family members in order to identify the key issues that need to be addressed to improve the care experience . To do this, a Patients’ Reference Panel was established using a “civic lottery” . In an unprecedented effort, The Ottawa Hospital sent 15,000 invitations to the households of cancer patients asking them to volunteer to be part of the Panel . From the pool of volunteers, 36 were randomly selected to be panelists (24 patients and 12 family members) . Consideration during the selection process was given to ensure gender parity, and to ensure that the Panel was representative of the age, geography, and language profile of the community . These 36 individuals met for three consecutive Saturdays to learn more about the Cancer Program, share their experiences, and provide TOHCP with recommendations on how cancer care could be improved . These recommendations focused on fostering partnerships and collaboration, information sharing and enhanced communication, building relationships, addressing the “impact” of illness, and improving system navigation .
Outcomes: The Panel put forward a strong set of values and recommendations which now form the foundation for the Cancer Program transformation . TOHCP has
Outcomes: Metrics related to these initiatives will be shown, demonstrating successful outcomes . These include volumes in the new programs as well as support services, patient satisfaction, and a summary of the post-orientation evaluations .
Lessons Learned: The success of this program was based on many factors . These included administrative buy-in; linking the orientation to the success of other organizational goals; selecting staff with warm and welcoming approaches to initiate and build the program; and the partnering with patient and family advisors throughout the process .
d6transforming the patient experience: bringing to life a patient- and family-centered interprofessional collaborative practice model
Anndale McTavish, MA, Co-Chair, Patient and Family Advisory Council; Cynthia Phillips, RRT, MEd, Project Manager, Model of Care; Marla Rosen, Patient Experience Advisor; Kingston General Hospital, Kingston, Ontario, Canada
Description: This quality improvement initiative was to transform the way care is delivered at Kingston General Hospital . The goal was to design, implement and evaluate a safe, cost effective, patient- and family-centered, interprofessional collaborative practice model of care . One of Kingston General Hospital’s 2015 strategies is to bring to life new models of interprofessional care and education . The recent implementation of an Interprofessional Collaborative Practice Model (ICPM) has been the foundation of this transformational change . Areas identified for improvement included communication, discharge planning, and purposeful engagement of patients and families in the care process . Through a system-wide approach to change, it was expected that the organization would be better prepared to deliver safer, higher quality care, and enriched experiences for patients, families and practitioners . From March to October 2009, 54 representatives from various disciplines and services gathered to design a new approach to care delivery . Eight implementation teams supported the redesign of roles and processes . The resulting model was patient- and family-centered, and conceptualized as a system of interacting levers: People, Technology, Information, and Process . Enabling the levers are collaboration and coordination, communication, education, and leadership . Change was supported through a comprehensive education program . Using a pre-post mixed-methods design, an evaluation framework focusing on patient, provider and system outcomes will determine whether a difference has been made . Between November 2009 and April 2011, the model was implemented on 16 inpatients units . Interprofessional collaboration and patient engagement has been vital in optimizing care through this new care delivery model . We quickly came to realize that in order to create and sustain a patient- and family-centered approach to care, we needed patients and families to advise
patient and family orientation: enhancing information and access to services
(continued from previous page)
Tu
es
da
y
ab
sT
ra
cT
s
85
d8unleashing the culture: reaching hearts and minds through patient- and family-centered care training at a safety net teaching hospital
Scott F. Davies, MD, Chief, Department of Internal Medicine; Sheila Delaney Moroney, MPH, Director, Patient Experience Services/Patient- and Family-Centered Care; Tisha Sherdan, Patient/Family Advisor; Hennepin County Medical Center, Minneapolis, MN
Description: At Hennepin County Medical Center (HCMC) in Minneapolis, serving the urgent, acute, and ambulatory needs of a diverse and complex population motivates more than 5,000 employees and physicians to come to work every day . The unifying principle of our work, regardless of the diversity of needs and expectations, however, is that health care workers at HCMC--providers, nurses, allied professionals, administrators, support staff--are committed to the mission of serving the underserved and providing a health care experience that meets the IOM Six Aims . A mission-driven approach to the delivery of excellent clinical care is HCMC’s legacy as well as its future . Giving people the chance to reflect on their inner motivations for choosing a caring profession, and for using their skills in a public hospital setting, is key to ensuring engagement of all parties and to driving challenging and time-consuming improvements . A nine-hour curriculum was designed to reach the hearts and minds of medical center employees and physicians at HCMC . The day-long Patient Experience Rallies feature the best of the IPFCC’s work, and includes patient panels, patient/family artists, storytelling, and multidisciplinary teams in workgroups to plan improvement strategies . It is at once a revival of the spirit of caring for an often beleagured group of people, and an opportunity to reinforce the organization’s imperative to improve the patient experience using patient- and family-centered care as the platform . Attendance at the Rallies, which will be offered 7 times in 24 months, beginning december 2010, is mandatory for physicians . This commitment from physician leadership is essential to the success of this effort at the medical center and has proven to be the spark needed to accelerate the adoption of PFCC principles and strategies . Fifty patients/families are in attendance at each event to share their stories and insights .
Outcomes: Two of four Rallies completed, exposing 950 staff to the curriculum . Ninety-five multidisciplinary table groups produced 100 unique suggestions for PFCC improvements . There is anecdotal evidence that these Rallies have created a tipping point for engagement and have accelerated the pace of change at HCMC .
Lessons Learned: The success and organizational impact of the Rallies resulted from three elements: 1) Patient/family participation in Table Groups and as panel presenters—number one most highly rated element; 2) Physician engagement and required participation gave credence to the work; 3) Organizational leadership investment of resources and presence at the events .
also committed to reporting regularly to patient and family stakeholders on our progress and to continue to incorporate their voice in all levels of the Program .
Lessons Learned: This innovative engagement approach has set the stage for ongoing, meaningful dialogue with patients and families as cancer care partners . It also helped us to identify areas of disconnect within the organization that need to be addressed to facilitate a cultural shift to a more patient- and family-centred approach .
d7interprofessional bedside patient- and family-centered rounding to improve patient care, patient safety, and resident education on an adult medicine unit
Jeffrey Schlaudecker, MD, Assistant Professor of Family and Community Medicine; Anna Stecher, BS, Medical Student; Steve Warnick, MD, Chief Resident, Family Medicine and Psychiatry Combined Residency Program; University of Cincinnati, Cincinnati, OH
Description: The presentation will begin with a discussion involving all attendees . Information will be gathered from the group in attendance on how traditional inpatient rounds are usually done, listing the positives and negatives of this format . Following that, a series of very brief video clips will be shown . After this, PowerPoint will be used to briefly present that “nuts and bolts” of PFCR on our adult inpatient service . At the conclusion of the PowerPoint presentation, a group role-playing exercise will be performed . during this role-play, attendees will be selected to form a traditional inpatient medical team . Members of this team will each have a script of information (RN, Case Manager, Social Worker, Attending, Patient, Patient’s adult daughter, Resident), and that information will then be presented “at the bedside” . The remaining time will be used for discussion . Our anticipation, based on previous experience teaching and presenting on PFCR to clinician educators, is that the majority of this discussion time will be spent discussing barriers and common concerns to adopting FCR in institutions . Our discussion will include our experience on how to respond to common concerns involving confidentiality, time management, and the direct discussion of uncertainty in medicine . We will also use available literature to give attendees evidence-based information on what studies into interprofessional PFCR have demonstrated .
Outcomes: Timeline 0-5 m: Intro and discussion: “What do we do on traditional rounds?” 5-20m: PowerPoint presentation and video clips on FCR 20-30m: Role Play interprofessional bedside teaching rounds 30-45m: discussion: barriers, concerns, limitations, and how to implement .
Lessons Learned: We have found that PFCR is particularly welcomed by staff and families caring for our geriatric patients with dementia . PFCR enables identification of such issues as barriers to returning home, preventing nosocomial complications including delirium, and empowering families to be active members of the team caring for their loved ones .
tu
es
da
Y
ab
st
ra
ct
s
86
use architectural design elements to promote one of the institution’s primary aims: patient- and family-centered care (PFCC) . The goals of this study were three-part: 1) to gain a greater understanding from the literature of what architectural design elements have the potential to promote patient satisfaction and PFCC principles in health care settings; 2) to use facility experts and national experience to identify barriers and constraints inherent to patient-centered design; and 3) to determine the elements of health care facilities design that address the unique values, preferences, and expressed needs of the dartmouth-Hitchcock patient population . These goals were achieved through a systematic review of the literature, industry experience, and one-on-one interviews with experts, as well as qualitative and quantitative analyses of patient surveys and focus groups . In addition to participating in surveys and focus groups, patients and their families also served on the PFA steering committee that worked to design the population-specific research questionnaire used in this study . The literature review revealed elements of architectural design in health care facilities that have the potential to promote patient satisfaction and patient- and family-centered care principles . Together, the results of this review and the input of PFAs informed the design of a population-specific research questionnaire that helped to delineate those elements of design that are most important to the dartmouth-Hitchcock population . As institutions like dartmouth-Hitchcock work to incorporate patient-centered design elements, barriers and constraints should be considered .
Outcomes: despite lacking strong business models and metric studies, the design of health care facilities appears to have an effect on the promotion of PFCC principles for patients and their families . Assessment of constraints and data from specific user groups can help inform which resources will be most effective and efficient .
Lessons Learned: Consumer input must be an iterative part of the design process, and elements that cater to the unique values and preferences of specific patient populations and their families should be incorporated into planning to achieve a truly patient-centered design . Constraints force creative solutions for extracting the doable from the desirable .
e1improving Quality and safety through patient-centred care: an australian perspective
Nicola Dunbar, BSc, PhD, MPS, Program Manager; Australian Commission on Safety and Quality in Health Care, Sydney, New South Wales, Australia
Description: Health care policy within Australia is increasingly acknowledging the importance of partnering with patients and consumers to improve the health care of individuals and the health care system . The Commission is responsible for leading and coordinating improvements in safety and quality nationally . One of the foundations of the Commission’s work is the Australian Safety and Quality Framework for Health Care, which identifies “consumer centred” as a core dimension of safe, high-quality health care . In addition, the concepts of patient-centred care and partnerships underpin the Australian Charter of Healthcare
d9aligning passions: what matters most when partnering with patients and families for Quality, safety, and satisfaction
Bev Crider, President and Chief Executive Officer; Bev Crider, LLC, Trenton, MI
Description: Colliding passions often get in the way of patient- and family-centered care . Stakeholders including patients, families, and health care professionals can become so focused on their passion to help, heal, treat, and protect that sometimes these passions collide, and potentially collaborative relationships are harmed . We end up falling all over one another rather than realizing that really, in the end, we all have the same ultimate goal of well-being for whomever it is that is not well . When we align our passions and get folks on the same page everyone benefits, especially the patient . As individuals we often derive our sense of value from “performance” . One type of performance that offers a “big bang” is to save the day, to be a hero . What better way to be a savior than to heal the sick? Given that our culture doesn’t put a premium on collaborative, team efforts as the way to be heroes, we are all striving for our 15 minutes in the limelight . Even on Superbowl Sunday, one person will be the MVP, despite the fact that whoever wins will win because of a team effort over the course of an entire season . There just aren’t as many rewards in being a utility player who no one might even notice until he or she is gone . Aligning passions is the answer and in order to do this, we must first understand the vision and perceived priorities of our alleged partners in care . Getting on the same page requires a shared vision and an understanding of varying perspectives . A social worker might prioritize sharing information about community resources, when the family really feels the need for validation of their personal pain and confusion with the health care culture and environment .
Outcomes: Anonymous, online surveys show subtle but important differences in the perceptions of patients, families, and health care professionals regarding health care . While there is general agreement that quality and safety are preeminent, there are subtle but important differences in perceived interpretations of what matters most .
Lessons Learned: There is no MVP in health care . Everyone benefits when key stakeholders understand each others’ vision and priorities . We assume that we know what is important to our potential partners, but unless and until we clarify and reach consensus, opportunities for synergy are lost .
d10an exploration of patient-centered architecture at dartmouth-hitchcock: theory, practice, and the patient and family Viewpoint
Gail A. Dahlstrom, MHSA, Vice President, Facilities Management; Linda C. Wilkinson, MBA, Coordinator, Patient- and Family-Centered Care; Devyn R. Young, MPH; Dartmouth-Hitchcock, Lebanon, NH
Description: This initiative was undertaken to gain a greater understanding of how dartmouth-Hitchcock might
Tu
es
da
y
ab
sT
ra
cT
s
87
of projects including initiating new programs, advising hospital staff, participating in focus groups, developing a quality improvement initiative, building a web page, and creating videos all to benefit the experience of adolescents coming to the hospital for care . They have accrued a number of leadership and life skills as they worked with the facilitators and clinical staff to bring their work to fruition . The committee’s “teen coordinator” meets with one of the facilitator’s weekly and takes an active role in sending out the monthly agenda and meeting minutes, assisting with interviewing and orienting committee candidates and new members, as well as participating in the annual individual meetings with each adolescent for their feedback on committee functioning and future recommendations . This is a paid position . Five of the six facilitators have been involved with TAC for the last five years and believe that we have learned a tremendous amount about best practices in facilitating this population of patients . Representatives from both the committee and facilitators welcome the opportunity to share with you the outcomes of this committee’s work .
Outcomes: At the conclusion of this presentation, session attendees will have an understanding of the evolution of this committee and the depth and breadth of work the adolescent population is capable of achieving . They will understand this from both the adolescents’ and facilitators’ perspectives .
Lessons Learned: The adolescents and facilitators have learned the range of projects this group is capable of accomplishing . The teens have learned much about themselves and gained life and leadership skills . The facilitators have learned how best to support the adolescents’ ideas as well as strategies to maximize group function .
improving cancer care for adolescents and Young adults (aYa) at md anderson cancer center through the creation of an aYa advisory council
Alma Faz, BS, RT (R)(CT), Radiologic Technologist, Co-Facilitator, AYA Advisory Council; Erin Frazier, MS, PA-C, Physician Assistant, Co-Facilitator, AYA Advisory Council; Sandra Medina, MS, LPA, LPC, Vocational Counselor, Co-Facilitator, AYA Advisory Council; Chad Tremont, BS, Research Assistant I, Co-Facilitator, AYA Advisory Council; MD Anderson Cancer Center, Houston, TX
Description: More than 2,500 adolescent and young adults (AYA) are seen annually at Md Anderson Cancer Center (MdACC) . These patients are seen throughout the hospital and in the past have not had a unified format by which to voice concerns and needs . Utilizing the philosophy and concepts of Patient- and Family Centered Care, we developed an AYA Advisory Council at MdACC . The purpose of this AYA Advisory Council is to address issues pertinent to this age group, help develop AYA-focused programs, and to utilize patient input and feedback for existing AYA programs and services . The AYA Advisory Council is comprised of 12 adolescent and young adult patients, ages 18-30, and 14 staff members . Candidates were interviewed by staff members in the
Rights and is a core standard under the National Safety and Quality Health Service Standards . In 2010, the Commission prepared the Patient-centred care: Improving quality and safety through partnerships with patients and consumers discussion paper as the first comprehensive review of patient-centred care for Australia . Following this the Commission undertook a broad consultation process on this paper . Feedback on the discussion paper indicated a very strong interest within the Australian health care community in patient-centred and partnership approaches to health care, including a desire to gain greater understanding of international exemplar models and how these might be adapted and applied to the Australian context . Some of the key issues that were raised throughout the consultation process included the need for: more Australian research and evidence, including evaluation and review of existing Australian work in this area; guidance on implementing patient-centred and partnership-based approaches in the Australian context across different settings; committed leadership and support at a national and local level to enable culture change; a stronger focus on patient-centred care and partnerships in education and training; and, development of patient-centred and partnership tools, strategies and models including those that focus on vulnerable populations .
Outcomes: The discussion paper has been refined so that it can be used as a resource for health care organisations wishing to put patient-centred practices into place . Recommendations about changes to policy to support patient-centred care have also been made .
Lessons Learned: Future work in this area is likely to focus on specific settings, include resources targeting consumers, toolkits to assist with implementation, and the examination of models and approaches to foster leadership and partnership culture across the health care system .
e2evolution of the teen advisory committee, children’s hospital boston: review of a decade of work
Eliot Greene, Teen Advisory Committee Member; Christine Rich, MS, BSN, RN, Staff Nurse III; Amy Rucki, Co-Chair, Teen Advisory Committee Member; Jessica Strzelecki, CCLS, Certified Child Life Specialist; William Tulip, Teen Advisory Committee Member; Ashley Quan, Co-Chair, Teen Coordinator, Teen Advisory Committee; Children’s Hospital Boston, Boston, MA
Description: The Teen Advisory Committee (TAC), Children’s Hospital Boston, has been meeting monthly since its inception in 2002 . The current committee consists of 18 members: 14 patients, 2 siblings and 2 peer mentors from adolescent medicine . The adolescents range in age from 14 to 21 years and are socioeconomically, culturally and diagnostically diverse . The facilitators are multidisciplinary representing nursing, child life, adolescent medicine, and multimedia/public affairs . To be accepted to the committee, the teen must be a patient, sibling of a patient, or peer leader at Children’s Hospital Boston, complete an application, consent form and CORI, submit a letter of support from a clinician, and be interviewed . Over the past ten years, the committee has completed a variety (continued on next page)
tu
es
da
Y
ab
st
ra
ct
s
88
collaboratively developed goals, met frequently and had overlapping members to ensure communication and reduce redundancy . Staff core competencies specific to communication set the expectations for partnering with families to make decisions and communicate with children and their families . Improving the informed consent process, discharge information and pre-surgical education are just a few of the processes that have been focus areas where the materials have been revised or created through the lens of health literacy . Use of plain language, standard formatting, and having families review materials have all helped ensure that families better understand what to expect and how to best navigate our system . Staff and leadership request and expect that the family voice is a critical component of improvement work . Success is measured by improving families’ understanding of care, procedures and processes and improved family-satisfaction scores .
Outcomes: The results of our joint work include a grand rounds presentation, a World Café, and presentations to numerous front-line staff and direct patient-care teams . Both core written documents and processes have changed as a result of this improvement work .
Lessons Learned: Lessons learned: collaboration between families and providers makes the daily work more efficient, effective and meaningful; valuing an engaged staff; and, involving families in the improvement process is critical to a highly efficient and family-centered organization .
e4cultural transformation – a pivotal transformation for health care in this country
Tracy W. Gaudet, MD, Director, Office of Patient Centered Care and Transformation; U.S. Department of Veterans Affairs, Washington, DC
This session will identify strategies that can be used to influence change within a health care environment that seeks to implement the core concepts for patient-centered care approaches .
e5partners in care: Journey in changing the View of family from “Visitors” to “partners in care”
Maureen Berkan, RNC-NIC, NICU Registered Nurse; Lori Chudnofsky, RNC-NIC, NICU Assistant Nurse Manager; Susan Griffith, RN, NICU Registered Nurse; Leah Rutz, BA, Operations Supervisor; Frank Sanborn, NICU Parent Advisor; University of Washington Medical Center, Seattle, WA
Description: Our NICU has included parents and families in interdisciplinary rounds for more than 10 years . In keeping with the concept that parents are members of the NICU care team, we developed a “Partners in Care” task force . Our vision to continue changing the perception of NICU parents and families from “visitors” to “partners in care” was the driving force . We conducted the literature and national practice inquiries, designed educational materials for nurses, and supportive informational materials for families and visitors . Initial surveys sent to families clearly showed their most important issue was to have unlimited access to be with their baby . In response, we set about implementing
summer of 2009, and members attended the first meeting in September 2009 . It took approximately seven months to plan, coordinate, and recruit members for the council . A workgroup was comprised of a multidisciplinary team of patients, psychologists, hospital school teachers, social workers, child life specialists, physicians, and the family-centered care director . The workgoup developed criteria to select candidates who were between the ages of 18-30 and diagnosed between the ages of 15-25 . Only those residing in the Houston area were included . diversity of the group was also very important . diversity included background, diagnosis, experience at MdACC, gender, age, race, family type, socioeconomic background, educational background, etc . during the interview process applicants were asked to commit to a minimum of two years . Meetings are held monthly in the evenings and attendance is stressed as very important to the success of the AYA Advisory Council . The council is co-facilitated by two staff members and three patient members .
Outcomes: Goals developed by the AYA Advisory Council included: identify AYA issues, increase awareness of AYA issues, educate staff and patients, improve AYA access to support services and create AYA designated spaces . Specific accomplishments for each of these goals will be presented .
Lessons Learned: Videos illustrating personal testimonies regarding the experiences with the AYA Advisory Council will be shared .
e3looking through the lens of health literacy: a partnership between the family advisory committee and health care team
Rita Higgins, BA, Parent; Carol Klingbeil, MS, RN,CPNP, Advanced Practice Nurse Educational Services; Children’s Hospital of Wisconsin, Milwaukee, WI
Description: Over the past three years the Family Advisory Committee and a multidisciplinary group of health care providers called the Health Literacy Special Interest Group have worked together to raise awareness about the impact of health literacy on children’s health outcomes and the experiences of families and patients at Children’s Hospital of Wisconsin . By incorporating families and their stories, we have created a powerful partnership between providers and families . In addition to these personal stories, research, the vast cadre of evidence, as well as the 2012 Joint Commission requirements tied to health literacy this unique partnership has influenced and moved projects forward in a meaningful and family-focused manner . Addressing the safety and quality of care issues that often emerge from difficulty understanding complex health information and the care needs of children has been a priority of our organization . A critical factor to our success has been the buy-in of administrative leadership . In addition, early on the FAC and the SIG
improving cancer care for adolescents and Young adults (aYa) at md anderson cancer center through the creation of an aYa advisory council
(continued from previous page)
Tu
es
da
y
ab
sT
ra
cT
s
89
Outcomes: Partnering with parents at bedside shift change benefits both staff and families . Having families who are empowered, less anxious, and engaged in reaching mutually agreed upon care goals is a win-win situation . Improved patient safety and family satisfaction is also rewarding .
Lessons Learned: In order for staff to embrace care that focuses on the patient and family, they need to feel valued; the Shared Governance Committee encouraged staff to think about how they could make this initiative work; and, empowering staff to work out the details took longer but ultimately led to its success .
e6patient-centered communication in everyday interactions: the chop care network’s physician practice strategy
Jill Golde, MS, Senior Vice President, Client Experience, Leebov Golde & Associates; Amy Lambert, BA, Senior Vice President, CHOP Care Network, The Children’s Hospital of Philadelphia; Philadelphia, PA
Description: The Children’s Hospital of Philadelphia has historically dedicated considerable attention to creating a culture of patient- and family-centered care and, more recently, CHOP leaders became aware that there was a need to re-energize this focus in their Ambulatory network . Patient satisfaction data revealed the need for sustainable improvement in the patient and family experience . Initially, a pilot in one of CHOP’s largest and busiest practices included groundwork interviews with patients and families, leadership development, engagement of all physicians and staff in training on patient- and family-centered communication skills, and a follow-up strategy of every work team reviewing one skill at a time, applying it to their specific roles, and hardwiring the skill so it would be their habit . After successful implementation of the pilot, CHOP Care Network trained in-house facilitators to implement a similar process in the other practices in the network . Training focused on seven skills for communicating with caring and empathy in every conversation and interaction with patients and families, in person and on the phone . The strategy also included team development of process improvements resulting from patient and family input, suggestions to reduce their anxiety, open up the communication so it is two-way, and personalize their care and service .
Outcomes: Physician and staff engagement in creating the exceptional patient and family experience . A shift in mindset, placing patient and family needs and preferences at the center of everything . Improved patient satisfaction scores as evidence of an enhanced patient and family experience
Lessons Learned: Input from patient/family advisors does not alone ensure patient- and family-centered care . Providers also need to use concrete communication skills that build trust, engage, reduce anxiety, and encourage two-way communication and partnership . Engagement of families, physicians, and staff in an orchestrated skill-building and hardwiring process can make this happen .
the first practice change . We chose to open the unit for parents to remain at their infant’s bedside during nurse shift reports . Parents are now encouraged to actively participate not only during NICU rounds, but also during nurse report . The change process was a collaborative effort with the NICU Family Advisory Council . We found that video-taped parent interviews were pivotal in helping staff understand the value of welcoming parents and families as partners in the care . Parent presence at bedside report has been well received, increased satisfaction, and has been effective in decreasing errors .
Outcomes: Staff was concerned that this practice change would increase the time it would take to give shift change report, but instead it improved work flow for staff, decreased incidence of errors and increased family satisfaction .
Lessons Learned: We discovered that the nurses’ major concerns regarding parent presence during change of shift involved patient confidentiality, and staff experienced a sense of loss by losing their “break” from families and faced the challenge of finding other avenues to connect with their peers to share emotional distress .
tools for successfully partnering with parents during bedside shift change report in the nicu
Stephanie Adam, RN, BSN, Assistant Nurse Manager, NICU; Ann Dowling, BS, NICU Family Support Specialist; Women and Infants Hospital, Providence, RI
Description: There is a great body of evidence to support partnering with parents as a mechanism to improve both safety and satisfaction in the NICU . Partnering with parents at beside shift change appears to be an effective way to meet the needs of our NICU parents as defined by Cleveland (2008) . The Family Advisory Council and the Shared Governance groups focused on incorporating the four principles of family-centered care; respect and dignity, information sharing, collaboration, and participation as the foundation for developing this initiative . The resulting goal was to have the nurse and the parents develop a mutually beneficial relationship through the respectful exchange of information . The nurse and the parents can then collaborate in developing a plan of care that encourages the parents’ participation . Through brainstorming, sharing each other’s perspectives, an extensive literature review and field trips, the groups were able to develop four tools that can be used by staff in order to successfully implement incorporating parents into bedside shift change report . These tools include: 1) Educating staff about the concept of partnering with parents and discussing their concerns about involving parents in bedside shift change report; 2) Evaluating and implementing ways to use the SBAR tool to guide the nurse through the process of encouraging parent participation in bedside shift change report; 3) Using white boards in patient rooms to assist in developing, with parents, the plan for the day that includes any upcoming tests and procedures, how the parent participates in the care of their infant, and any teaching that is planned for the day; and, 4) Providing staff with suggested dialogue for dealing with difficult situations . Women & Infants’ Hospital has a new 80 bed, single family room NICU that extends over two floors .
tu
es
da
Y
ab
st
ra
ct
s
90
e8family-centered care or poor professional boundaries? clinician use of social media to engage with patients and families helps a hospital redefine therapeutic boundaries
Deborah Braidic, MA, Manager, Web Content and Internal Communications; Scott Ferguson, LCSW, Administrator, Family-Centered Care Support Services; Children’s Hospital Los Angeles, Los Angeles, CA
Description: The recent rise in popularity of social media has created new opportunities for health care workers to interact with their patients and families outside of traditional relationship structures . While such activities can deepen patient-provider bonds, they can inappropriately blur the lines of therapeutic boundaries and create enormous institutional, professional and personal risks for unintended privacy violations . When Children’s Hospital Los Angeles implemented a strong policy to prevent clinician engagement in social media with patients and families, staff resisted, asserting that such limitations on this engagement “violated” the principles of family-centered care . Through ensuing discussions with family advisors and patients, social media activities were analyzed through a lens focused on the benefits and potential risks to patients . What began with a stronger social media policy developed into a house-wide initiative to clarify the core principles of family-centered care to help guide behavior for overzealous staff . The hospital’s multidisciplinary Family-Centered Care Committee and Family Advisory Council played crucial roles in upholding the hospital’s stance in the face of vocal staff members . Attendees will learn about the tactics used in this effort to arm themselves for occasions when family-centered care and therapeutic boundaries appear to be at odds in an organization that places a priority on compassionate family-centered care .
Outcomes: Ultimately, these efforts resulted in staff learning to strike a better balance in their engagement with patients and their family members in order to empower families (as opposed to only offering personal support for patients and families and thereby blurring the lines of therapeutic boundaries) .
Lessons Learned: The hospital learned that the energy of these two bodies could be harnessed to guide staff at all levels and across disciplines to “do the right thing .” Engagement with patients via social media has inherent risks that outweigh the benefits .
e7patient- and family-centered care “10 best practices”: disseminating information to improve regional pediatric care
Elizabeth DuBois, RN, MS, CPN, NE-BC, Manager, Pediatric Inpatient Services; Siobhan Reid, Parent, Co-Chair Parent Advisory Committee; Walter Rosenfeld, MD, FAAP, FSAHM, Chair of Pediatrics; Ethan Wiener, MD, FAAP, Associate Director, Pediatric Emergency Medicine; Goryeb Children’s Hospital, Atlantic Health System, Morristown, NJ
Description: GCH at Morristown Medical Center (MMC) successfully implemented patient- and family-centered care (PFCC) in the department of Pediatrics in 2009 . With support from hospital administration, parents, and the R Baby Foundation, whose mission is to “save babies lives,” this initiative was first introduced in the Pediatric Intensive Care Unit and Pediatric Emergency department; next, it was expanded to the NICU and pediatric inpatient unit . Implementing PFCC requires organizational and culture shifts . Staff undergo intensive training to incorporate PFCC into daily care protocols, and a Family Advisory Committee is instrumental in fostering strong patient-parent-hospital partnerships . To reach beyond the walls of GCH, a comprehensive education outreach program was developed for smaller hospitals in the region . Objectives: expand PFCC to other hospitals; improve quality of care for pediatric patients and families throughout the region, and; maximize communication during transfers between facilities (MMC is a Level I trauma center and a high-risk tertiary pediatric referral center) . A “Best Practice” presentation model focuses on safety and quality initiatives . Presentations have been made to several area hospitals that see children and adolescents in their emergency departments, and that have small pediatric inpatient units . Presenters include physicians, nursing administrators, parent advisors, and child life therapists . An in-depth explanation of patient-family centered medicine, plus parent testimonials, is provided . Also covered, MMC’s 10 Best Practices including: “R You Being Heard” parent survey; staff assessment of PFCC beliefs and practices; use of technology (iPad/iPod to explain procedures); care plans for chronically ill children; bedside registration/open bedding; “humanizing” signage; family participation during medical rounds/nursing change of shift; Condition H; parental presence during procedures/medical emergencies and codes; role of Family Advisory Council, and; evolution of PFCC from Emergency department and PICU to NICU, all pediatric units, same-day surgery, and adult departments .
Outcomes: A survey is currently being developed to assess participant knowledge/attitudes toward PFCC, plus interest in incorporating such practices into daily care protocols . Survey will be disseminated to all participating hospitals . data will be compiled and presented at IPFCC 2012 conference .
Lessons Learned: Tertiary care centers can pilot implementation strategies for PFCC; smaller hospitals can be offered a variety of PFCC options that may work for them; GCH will continue to promote PFCC throughout the region in order to forge family-provider partnerships, improve communication, decrease medical errors, and ultimately increase quality of care .
Tu
es
da
y
ab
sT
ra
cT
s
91
e10designing the heart institute ambulatory clinic at cincinnati children’s hospital to deliver outstanding patient-focused care—lessons learned from working with the family advisory council
John Blignaut, AIA, ACHA, LEED AP, Partner, GBBN Architects; Mary Dietrich, BSc, Design Manager, Kolar Design; Melissa Klaassen, Patient/Family Advisor, Family Advisory Council Representative; Cincinnati Children’s Hospital Medical Center, Cincinnati, OH
Description: Cincinnati Children’s Hospital first studied a new Cardiology Clinic in 2004 . A Cardiology Parent Task Force was formed to drive a design that specifically met their needs . This task force, made up of regular clinic families and clinicians, met in the evenings, first alone, and then with design team participation . They prepared and analyzed the results of a written survey . Issues of importance to the families were discussed in detail and focused largely on the experience and amenities that would improve the visit . At the conclusion of these discussions the designers presented the existing floor plan with constraints and opportunities . Pros and cons of various options were debated . After the group reached a consensus on a concept, the designers worked with staff to achieve an efficient clinic layout . A complete schematic design was put on hold when priorities changed . The project resurfaced in 2007 with new priorities and a new schematic layout, only to be put on hold again . In January 2010, the final design for the newly created Cincinnati Children’s Heart Institute, lead by a nationally renowned cardiologist, was begun . The institute was formed as an outgrowth of the hospital’s business strategy to tie clinical and research more closely, and to elevate the brand for centers of excellence . Hospital leaders partnered with a trusted design/construction team to carry out the project in an integrated and collaborative manner . While the layout of the Heart Clinic was different, all the priorities that the family group enumerated over the years could be incorporated . A new family task force was consulted and gave their input to the new Heart Center Clinic . The last phase of the clinic construction will be completed in September 2011, facilitating patient- and family-centered care in a brand new facility designed on the basis of listening to the families .
Outcomes: Families’ highest priorities were accommodated . The waiting room can be seen from the elevators, with natural light and a relaxed living room atmosphere . A child play corner provides positive distractions that can be easily cleaned . Large exam rooms have room for echo machines allowing point of care service .
Lessons Learned: The major lesson learned was that listening to families and patients early in the design process can influence the layout right from the concept onwards . The highest priority for the family is the overall experience and amenities that provide for them and their children at each stage of their visit .
e9illusion vs. reality: the challenges and benefits of truly applying the core concepts of patient- and family-centered care in a community-based, family support program
Lori Schwartz, PhD, Consultant; Chicago, IL
Description: This presentation addresses challenges and benefits of truly applying core concepts of client- and family-centered care in a community-based program that provided housing and on-site, supportive services for families affected by HIV/AIdS . Families resided in their own apartments in a traditional, multi-family building dedicated to this program . As such, the program created a unique, intact, on-site community complete with unique obstacles to and opportunities for applying family-centered care concepts . The true application of core concepts required overcoming a number of internal and external obstacles . The challenges exist even when programs boast highly skilled, dedicated, well-intentioned staff who already believe they subscribe to family support and client/family-centered care models . In some cases this involves turning illusion into reality! For instance, some view conducting quarterly satisfaction surveys or monitoring attendance as sufficient reflections of family involvement . While this may be a first step in the evolution of family participation and collaboration, it primarily involves post-implementation feedback rather than true information sharing, participation, or collaboration in program planning, development, and implementation . Program staff began to look more closely at ways they could truly provide patient - and family-centered care . Through slide presentation, interactive discussion/activity, videotaped client interview, and group activity, this presentation addresses how to: 1) Encourage staff to honestly and accurately assess how well core concepts of family-centered care have been applied; 2) Identify and overcome obstacles to this process; 3) Seize unique opportunities in this setting to promote and support family-centered care; and, 4) Modify current/add new program services to more fully and meaningfully move from illusion to reality in the adoption of the core concepts . Finally, benefits of including families in earlier stages of program planning and development will be highlighted . Some of the positive outcomes were expected . Others were a surprise!
Outcomes: Programmatic changes reflecting the adoption of family-centered care concepts resulted in reports of enhanced satisfaction, participation, respect, self-worth, and morale . Greater altruism and sense of responsibility and identity also were noted . Staff discussions continued to address challenges of providing patient/family-centered care, but also began to highlight benefits and positive outcomes .
Lessons Learned: It is important to proceed slowly, thoughtfully, and delicately in this process; reality exists! There are internal and external constraints in this setting that present real obstacles, including some that help ensure the existence/viability of the program itself; and, it is worth the time and effort!
tu
es
da
Y
ab
st
ra
ct
s
92
f2influencing change and improving Quality with patient and family advisors
Julija Kelecevic, MD, PhD, (ABD), Bioethicist; Bonnie Nicholas, RN, CNCC(C), CPTC, Patient Family Centred Care Lead; Keith Taylor, Chair, Patient Family Advisor; Thunder Bay Regional Health Sciences Centre, Thunder Bay, Ontario, Canada
Description: Thunder Bay Regional Health Sciences Centre began its organizational transformation towards patient- and family-centered care in March 2009 . Using the Institute for Patient- and Family-Centered Care’s model, we recognized that moving forward would not be possible without a comprehensive strategy to recruit and engage patient family advisors (PFAs) . We consulted hospital volunteers, managers, staff, and physicians for potential PFA recruits . After an initial six PFAs were recruited, they went through an orientation process . After the orientation, PFAs got involved by sharing their stories in various engagement sessions . Their stories were the catalyst for integrating PFAs throughout the organization, by sharing another perspective that the staff and physicians may not be aware of . The PFAs’ narratives were presented using an appreciative inquiry approach . The integration of PFAs was seamless, because the staff and physicians saw the value of different care experiences and felt that this may positively impact their practice . Currently, there are 76 PFAs involved in over 175 working groups, teams, and committees, with the age range of PFAs between 9 and 82 years . To accommodate increased community interest in engaging in the transformation process, a comprehensive PFA recruitment was developed, which will be discussed . The PFAs are equal partners in developing quality-improvement initiatives at all organizational levels . Some of the unique aspects of our PFAs involvement include participation in: Strategic Planning Steering Committee; Policy & Procedure Committee, where no policy is adopted without PFAs approval; the Board Quality Committee; in developing patient education, orientation and education for new staff, physicians and learners; all care, system and accreditation teams; the development of new service programs from the idea inception to implementation, such as Bariatric Program and Angioplasty Suite .
Outcomes: The true engagement of PFAs led to an organizational culture change, as demonstrated by the improvement of NRC Picker patient satisfaction survey results . But more importantly, community recognizes that “something is going on there – something good .”
Lessons Learned: It is vital to include PFAs, from the community, in all processes because they are integral to influencing change . Improvement initiatives need to be rooted in patients’ experiences, and not exclusively on great ideas coming from the staff .
f1how do You Know when You have arrived? leading and lagging indicators of success through implementation of both unit and system patient- and family-centered initiatives
Lona Bryant, MSN, RN, Patient-Centered Quality Improvement Consultant; Terri Nuss, MS, MBA, Vice President, Patient Centeredness; Baylor Health Care System, Dallas, TX; Kecia Kelly, MBA-HCM, BSN, RN, Director of Maternal, Newborn and NICU Services; Paul and Judy Andrews Women’s Hospital; Baylor All Saints Medical Centers, Fort Worth, TX
Description: Inviting participation of loved ones to partner in a patient’s care results in reduced anxiety, improved outcomes, reduced lengths of stay, better discharge planning, and fewer re-hospitalizations . It additionally can increase confidence in care and compliance to recommendations . At a 63-bed NICU in Ft . Worth, an inspired director challenged her team to help improve the patient and family experience from the lowest decile of performance to the 80th percentile of satisfaction by removing the visiting restrictions for family and implementing bedside shift report with the family present . Walk through with her the staff’s fears, barriers, and educational challenges in maintaining privacy, operating efficiently, and opening themselves to more transparent dialogues . Listening carefully, the leader mapped concerns and challenges and addressed these before launching . Over a nine-month period the steering committee called care providers to action; studied, implemented open access, and then added the bedside shift report that included families . Results show the impact on family experience and length of stay, with estimated financial impact . Family-friendly accommodations were identified as an issue . For long-term success at the highest levels, they are including larger lounges, consultation (bereavement) rooms, and starting two-day “rooming-in” private rooms to allow families to better work through transitions with their babies . But how do you know when a system truly is open to loved ones? And that this is defined the same at all hospitals, so patients have similar great experiences across your system despite different services and leaders? Using core elements of the assessments and recommendations from IPFCC, IHI, and TJC, see how you can quantify progress of implementation for this or any other endeavor, and where systematic barriers such as signage can create heightened awareness and support for patient- and family-centered interventions . Specific lessons learned from both unit- and system-implementation will be shared .
Outcomes: At the unit level, outcomes included improved family satisfaction trends for Likelihood to recommend and “Family Friendly”; reduced lengths of stay; estimated cost avoidance . At the system level, baseline assessment and estimated progress for full implementation of ideal care metrics over time are trended across inpatient services .
Lessons Learned: Showing the impact of new interventions is critical to staff engagement, with multidimensional impact . Peer-to-peer support helps colleagues embrace the concepts that the care we hope to receive ourselves is the care we must offer others . Specifying key elements at the system level is necessary for reporting system spread .
Tu
es
da
y
ab
sT
ra
cT
s
93
f3the road less traveled: an adult combined medical and surgical intensive care unit’s Journey to integrate patient and family into the health care team
Michael Benninghoff, DO, Medical Director; Donna Casey, RN, Nurse Manager; Joanne Garcia, RN, Staff Nurse/Chair Patient- and Family-Centered Care Unit Based Council; Michael Gervay, Patient/Family Advisor; Dannette Mitchell, BSN, RN; Christiana Care Health System, Wilmington, DE
Description: “Your loved one is being admitted to ICU .” These words spring the greatest fear into the hearts of a family . The intensive care unit (ICU) is depicted on television as a sterile, foreign environment where doctors and nurses provide expertise as they flit in and out of the patient’s room . There is no relationship built between those experts and the patient or family (Humorous video clip included) . But not surprisingly, television does not accurately depict ICU . The nurses in this 9-bed adult medical and surgical combined ICU truly cared about our patients and their families; yet our families needed more . They would still struggle with knowing what was going on with their loved one, fear the unknown, and assume a passive role in their loved one’s care . At the right time, we came upon a fork in the road . Our choices were to continue traditional care, consulting with the family as we deemed necessary – or to take the road less traveled – the Patient- and Family-Centered Care (PFCC) Highway . Multiple staff nurses, physician leaders and managers attended conferences in patient- and family-centered care . We determined that PFCC was the correct road for our unit and our organization . As a hospital, we started with development of a patient and family advisory council and integrated the communication tool AIdET (Acknowledge, Introduce, duration, Explanation, Thank You) . The ICU embraced two strategies to integrate the patient and family into the health care team: Bedside Shift Report and Open Interdisciplinary Rounds . This presentation will delve into the implementation process, the education provided to staff and families, the strategies used, and the lessons learned . We will also share stories from families and what made our journey a success for them .
Outcomes: Patients and their family are invited and encouraged to participate in interdisciplinary rounds . Bedside nurses perform shift hand offs at the patients’ bedside involving the patient and family . Families are extremely pleased with the care provided and feel well informed .
Lessons Learned: Involving patient and family in the health care team is a significant change in culture . The evidence supporting the change must be shared with all clinicians . Staff must be adequately prepared and have their concerns heard and addressed prior to implementation . Physician championship is integral to success .
patient and family centred care: from the boardroom to the bedside
Bonnie Nicholas, RN, CNCC(C), CPTC, Patient Family Centred Care Lead; Keith Taylor, Chair, Patient Family Advisory Council; Thunder Bay Regional Health Sciences Centre, Thunder Bay, Ontario, Canada
Description: It has been recognized that the shift from theoretical concepts to practical application of the Patient Family Centred Care (PFCC) model is not always successful . In order to operationalize our PFCC model, Thunder Bay Regional Health Sciences Centre created three Corporate Strategies to achieve organization-wide change: 1) Engagement: Engage all of our staff, physicians, and partners around a common understanding of what PFCC means, and how to translate the concepts into area specific action plans . 2) NOd: Name, Occupation, do (NOd) . Engaging every new interaction with patients and families with a NOd; and, 3) Listen: Listen to and consider the perspectives of patients and families in everything we do . The common thread among these strategies was the opportunity to demonstrate how the words that describe PFCC are transformed into actions that affect everyone in our organization . development of an array of educational resources and tools available to everyone marked the beginning of the engagement strategy . After the initial education, individual commitment to the PFCC philosophy of care was demonstrated by the public declaration and sign-on process . Further, every department in partnership with patients and families developed Action Plans . The implementation and progress of the strategy is monitored through the key performance indicators (KPIs), shared organization-wide . NOd strategy was introduced at multiple venues to all staff, physicians, and volunteers . departmental audits and inclusion of a series of questions added to the NRC Picker Patient Satisfaction survey are continuously used for monitoring our progress . Listen strategy was the most difficult to implement, since health care professionals did not routinely embrace the patients’ and families’ perspectives of their care experiences . Strategic positioning of Patient Family Advisors in every process, in every department, through all levels, was the key factor for successful implementation . Selected KPIs are used for monitoring the progress of the strategy .
Outcomes: Within a year of starting our journey, patient satisfaction showed overall improvements of 12% in combined scores, “all dimensions .” Improvements evident in all eight categories with increases ranging from 6 .8% to 21 .6% . data and stories from our patients, families, and community support we’ve made a great start to our journey .
Lessons Learned: Patient and Family Centred Care has become the umbrella for all of our care initiatives, integrating best practices related to patient care, flow, quality and safety . Through our commitment of “Caring Together”, we will continue to bring the concepts to actions from the Boardroom to the Bedside .
tu
es
da
Y
ab
st
ra
ct
s
94
an initiative to empower and educate veterans with the creation of our veteran-written, veteran-designed newsletter entitled “Recovery and Changing Times” . We also started an initiative to engage patients and family with the “Empowerment” Newsletter created and designed by our veterans’ family members . We strive to unite veteran families through information, support, collaboration, and encouragement . The rationale is to allow veterans voices to be heard through their written work . We also share our newsletter with other veterans within our medical facility . The veterans created a Newsletter Committee (Veteran’s Voice) that meets to decide on topics, authors, layout, and design . The family-written Newsletter was created to engage veterans’ families in topics related to mental illness and recovery . The Newsletter serves to engage veterans and families in a discussion of topics related to recovery and wellness . A monthly family meeting is conducted where families connect with each other to identify successful caregiver strategies and submit articles . The families also meet with the veterans and PRRC team members for discussions about wellness and recovery . This encourages collaboration among vets/family/providers to communicate useful health care information, and to engage family members in the recovery process . Our team is responsible for both these endeavors . They train the veterans on basic computer skills and provide the group activity to design the newsletter . They also facilitate the family-support group which submits articles for the newsletter . A discussion between families regarding their successes and challenges is facilitated .
Outcomes: After initiating the newsletters, we observed the following: increased social skills (veterans); increase in veteran self-esteem; pride in finished product; publication, and distribution in clinic waiting areas; families more participatory in recovery planning; and increase in support networks .
Lessons Learned: The creative process solicits and respects the veterans’ values, preferences and needs while encouraging emotional/spiritual support . We empower veterans through information and education, as both newsletters provide an avenue to inform families on topics important to them . Lastly, this is a method of creative-art fostering healing, sharing, and support .
f5development of a national patient and family experience of care survey
Leslie Hazle, MS, RN, CPN, Director of Patient Resources, Cystic Fibrosis Foundation; Bethesda, MD; Karen Homa, PhD, Improvement Specialist, Leadership Preventive Medicine Residency Program; Dartmouth Hitchcock Medical Center; Lebanon, NH; Kathryn Sabadosa, MPH, Research Associate, The Dartmouth Institution for Health Policy and Clinic Practice; Lebanon, NH; Teresa Schindler, MS, RD, CF Dietitian, Rainbow Babies & Children’s Hospital, Cleveland, OH
Description: Cystic Fibrosis (CF) is a genetic, chronic, life-shortening disease that affects over 30,000 people in the U .S . The Cystic Fibrosis Foundation (CFF) accredits 115 care centers in the U .S . In 2006, CFF publicly reported center-specific health outcomes to strengthen
f4peers as recovery mentors for recurrently hospitalized psychiatric patients
Kimberly Guy, Recovery Mentor, Research Associate, Peer Support Supervisor, Program for Research and Community Health; Connecticut Mental Health Center; William Sledge, MD, George D. and Esther S. Gross Professor of Psychiatry; Yale University, Yale New Haven Psychiatric Hospital, New Haven, CT
Description: Peers, whoself identified as people with a history of major mental illness, were recruited and trained to serve as mentors for patients who had a history ofthree or more hospitalizations over an 18 month period prior to the index hospitalization . Seventy-four patients were recruited into the study and followed for 9 months; they were randomly assigned to treatment as usual (N=36) or a peer mentor plus care as usual (N=38) . This work was carried out at the Yale New Haven Psychiatric Hospital in collaboration with the Program for Recovery and Community Health, a joint program of Yale University, department of Psychiatry, and the CT department of Mental Health and Addiction Services . Patients had a history of major mental illness (psychosis, major depression, schizophrenia, schizoaffective disorder, and or bipolar disorder) . The paradigm for peer involvement was a “companion” model as opposed to a case management model . Peer training before beginning with patients was for about 100 hours of class and simulation instruction and they were supervised in a weekly meeting during the study . Patients were assessed at discharge from the hospital and at three and nine months following discharge . Primary outcome measures were hospitalization episodes and day following discharge from the index admission . Secondary outcomes included process measures such as drug and alcohol use, and various measures of health, well-being, and symptoms . We also report the peer mentors’ subjective experiences of the work through a qualitative study .
Outcomes: The overall goal of this initiative was to increase patient and family satisfaction during the transfer process . After utilizing new approaches and resources, families will be surveyed to determine if these improvements increased their satisfaction during this transition phase .
Lessons Learned: The opportunity of having an interdepartmental, collaborative patient- and family-centered view to the experience of families in transition ensured that the new tools developed met the needs of the families and promoted concepts of patient- and family-centered care in all phases of care .
read all about it!: using media formats to involve Veterans and their family in recovery
Elizabeth A. Bass, PsyD; Local Recovery Coordinator; Betty Davis, PRRC Veteran and Facilitator; Nhien Dutkin, LCSW, BCD, C-SWHC, Clinical Social Worker; Paul Jenkins, PRRC Veteran and Facilitator; Donna Tate, Family Support Group Member, PRRC; Atlanta VA Medical Center, Decatur, GA
Description: The Psychosocial Rehabilitation and Recovery Center (PRRC) within the Mental Health Service Line (MHSL) at the Atlanta VA Medical Center began
peers as recovery mentors for recurrently hospitalized psychiatric patients
(continued from previous page)
Tu
es
da
y
ab
sT
ra
cT
s
95
the family, CF physician, and inpatient team to all be on the same page . Lastly, it was determined that many families are unaware about hospital services and rules, so a guidebook was developed to help understand the hospital life .
Outcomes: By including families in the planning process, we were able to gain a better understanding of what they actually needed . We have been able to better meet expectations and alleviate some anxiety . Families now are beginning to know what is going to happen and feel more comfortable in the hospital .
Lessons Learned: Using a multi-disciplinary approach and including families in planning and decision making processes is the best way to have successful outcomes . Families are the ones who can provide the best overall insight to what is needed .
f6evaluating mind-body programs and practices within a patient- and family-centered framework
Elizabeth Hoge, MD, Research Scientist, Benson Henry Mind-Body Medical Institute/Assistant Professor in Psychiatry, Harvard Medical School; Boston, MA; Lara Hilton, MPH, Senior Project Manager, Samueli Institute, Alexandria, VA/Research Analyst, RAND Corporation; Santa Monica, CA; Session Facilitator/Keynoter: Ruth Quillian Wolever, PhD, Research Director and Director, Health Psychology, Duke Integrative Medicine/Director, Behavioral Health & Lifestyle Coaching, Duke Diet and Fitness Center/Assistant Professor, Duke University Medical Center; Durham, NC; Michele Ashland, BA, Lead Parent, Family Centered Care Karen Wayman, PhD, Director, Family Centered Care; Lucile Packard Children’s Hospital at Stanford, Palo Alto, CA
Description: This session will outline best practices for evaluating mind-body programs
that are offered in a patient- and family-centered environment . Panelists will share methodology for effective evaluation, how to choose quantitative and qualitative outcomes that are meaningful and appropriately measure them, and how to successfully involve patients and family members in the evaluation process .
Outcomes: Attendees will learn effective evaluation methodologies for mind-body programs in health care settings and strategies for engaging patients and family members in the evaluation process . Attendees will learn about specific quantitative and qualitative methodologies that lead to a meaningful evaluation .
Lessons Learned: Why you need to consider your evaluation strategy up front; why you need to use a mixed-methods approach; why the voice of the patient and family member are critical to an effective evaluation .
the partnership between patients, families, and health care providers and to accelerate the rate of improvement . To continue these efforts, in 2009 CFF launched the development of a nationwide survey to understand the experience of care from the point of view of patients and families . A committee of CF and survey experts, and patients and families was formed to develop, test, and refine a survey . The following methods were used to develop a survey: A literature search; asking centers for questionnaires used to assess patient experience; finding similar patient experience surveys; internet survey asking patients, families, and health care providers what they would ask in a patient experience survey; asking for feedback on questions to include, and a draft survey via telephonic focus groups; and, internet survey asking for feedback on a draft survey . Our literature search did not find a CF specific survey, although there are valid and reliable ambulatory and hospital surveys . Several centers shared surveys . Sixty-six patients and families completed the internet survey asking what they would include on a survey, and identified areas important relative to care experienced: infection control, timeliness, disease management, up-to-date information, and answers to questions . Health care providers wanted questions on what could be improved and what worked well . A draft survey was developed and tested via telephonic focus groups with patients and families from five centers . Eighteen people participated . The survey was revised and placed on the web to collect comments from the CF community . Seventy-three participants provided feedback and the survey was further refined .
Outcomes: Pediatric and adult versions will be piloted at 20 centers . There are 68 questions: seven open-ended, and two rate overall care . The readability tests from 8th to 10th grade due to CF medical terms . The pilot will test acceptability, validity, and reliability . Final versions will be available in 2012 .
Lessons Learned: Based on input received during the development of the survey, patients and families are supportive and want to give feedback . Health care providers also support the survey but have many questions of how the data will be shared and used .
the family Voice: involving families in the drive to improve the transition from outpatient to inpatient care
Andrea Honesto, RRT; Susan Katz, Family Advisory Board, Johns Hopkins Hospital, Baltimore, MD
Description: The Johns Hopkins Pediatric Cystic Fibrosis Center and the Children’s Center formed a multi-disciplinary committee with physicians, nurses, physical therapists, nutritionists, respiratory therapists, parents, child life, social workers, etc . . . to determine ways to improve the inpatient experience for patients with cystic fibrosis . A parent survey was given out to determine areas for improvement and several major areas were identified . These included having enzymes available at the bedside, coming up with a daily respiratory and physical therapy treatment schedule that would be posted in the patient’s room, and having a care plan developed in clinic at the time the patient is determined they need admission . Having a care plan in place allows
tu
es
da
Y
ab
st
ra
ct
s
96
building Quality at the bedside: partnering with patients and families through Quality unit councils
Donna Adams, Patient Advisor; Sarah (Teri) Perry, RN, Vice President, Adult Patient Care Services; Anthony (Bernard) Roberson, MSM, Administrative Director, Patient Family Centered Care; Georgia Health Sciences Health System, Augusta, GA
Description: Georgia Health Sciences Health System (GHSHS), an academic medical center in Augusta, GA, is the clinical arm of Georgia Health Sciences University (GHSU) . At GHSHS each nursing unit has created a Quality Unit Council (QUC) comprised of a unit medical director, nurse manager, resident(s), patient advisor(s), social worker, case manager and unit staff . The focus of the QUC is improvement of quality, length of stay, clinical growth, and patient satisfaction . Our approach is based on the principles of patient- and family-centered care (PFCC) . The QUC meets monthly on each individual unit to review CMS quality data, variance reports, patient satisfaction/HCAHPS scores, patient comments and complaints, as well as data on process improvement initiatives we have implemented . Open dialogue is encouraged and a “no blame, lessons learned” approach is a ground rule . All data is shared in a transparent and collaborative manner . The patient advisors provide their perspectives to the work of the council . They often share their stories and help the members create solutions and process improvements in way that adds dignity and respect to the care experience . For the first year, the councils have concentrated on core measures, enhancement of patient throughput, length of stay, and improvement of the patient experience; other departments are invited as needed . The activities and outcomes of the QUC is reported up to the Quality departmental Councils (QdC) which reports to Quality and Operations Council (QOC), Quality and Safety Steering Committee (QSSC), and on to the Georgia Health Sciences Health System Board .
Outcomes: Outcomes for the first year have been positive with improvements in core measures, patient satisfaction, increased speed of discharge, and LOS, which is down by nearly one day . A patient experience plan was designed that included bedside change of shift report and rounds, hourly rounds, AIdET, and post-discharge phone calls .
Lessons Learned: We have learned that the incorporation of PFCC principles and behavioral standards at the bedside improves quality and safety . Faculty and staff have embraced the principles of PFCC through the work of the QUC . Having patient advisors at the table when we are striving for excellence just makes sense .
f8using six sigma methodology to improve daily communication between families and the medical team in the pediatric intensive care unit
Laura Czulada, DO; Patience Leino, BS, Family Advisor; University of North Carolina, Pediatric Intensive Care Unit, Chapel Hill, NC
Description: Our problem was identified as a lack of daily communication between doctors and nurses and our families and patients in the ICU . Communication is one
f7the role of patient advisors in the curriculum and beyond
Kent Guion, MD, Vice President for Diversity and Inclusion; Christine O’Meara, MA, MPH, Development Coordinator; Georgia Health Sciences University, Augusta, GA; Anthony (Bernard) Roberson, MS, Administrative Director, Patient and Family Centered Care; Arthur Stone, Patient Advisor; Georgia Health Sciences Health System, Augusta, GA
Description: Background: Academic Health Centers are most often comprised of health professions schools (including allied health, dentistry, graduate studies, medicine, nursing, pharmacy, and public health), major research complexes, and owned or affiliated hospitals, health systems, and organized health services . The array of opportunities to involve patient advisors is often limited to the clinical functions, however, in order to fully integrate patient- and family-centered care throughout the entire organization, we have created several other venues in which to partner with patients, whereby gaining from their experiences and perspectives . description of the Program: Examples of participation include: 1) The classroom and on-line learning: a subset of patients known as Family Faculty volunteer to participate in instructional opportunities with a wide host of academic programs; 2) Patient advisors recently participated in both the rapid and long-term strategic planning processes of the university which has traditionally been reserved for faculty, staff, students, and administrators; 3) Advisors were part of the reaccreditation process for the university accreditation and corresponding site visit by informing accreditation planning through focus groups and participation at the site review; and 4) an advisor was part of a planning committee for the inaugural diversity summit sponsored by the university in conjunction with community organizations . Methods/Activities: Feedback from participation is always encouraged and incorporated into subsequent planning . As part of the accreditation site visit feedback, the role of patients was singled-out and highlighted as strengthening the process . Equally important is not involving patients when their required task is inappropriate . Opportunities for involvement are given as choices are aligned with the interest and experiences of the advisors . This session combines didactic and interactive modalities that illustrate the expanded role of patient advisors in health professions education .
Outcomes: The feedback from the patient advisors has been overwhelmingly positive and the course level reviews often acknowledge the sessions led by the advisors as the most preferred by students . It is hoped that by utilizing the momentum from accreditation process, opportunities to engage patient advisors will continue to grow .
All activities took place at Georgia Health Sciences University and Hospital System in Augusta, GA .
Tu
es
da
y
ab
sT
ra
cT
s
97
health care interaction and that providers should always encourage their patients to understand the answers to: What is my main problem? What do I need to do about it? Why is it important that I do this? This study sought to see if communication between patients, families and health care providers improved following the implementation of an ‘Ask Me 3™’ campaign . Prior to implementing the program, a convenience sample of clinic patients was surveyed to determine their views on patient-provider communication and their comfort asking questions . during this period staff in the Pediatric Pulmonary division and in the out-patient clinics were given in-service training in health literacy, communication, and specifically the ‘Ask Me 3™’ program . Faculty and staff were encouraged to allow time for questions in all encounters with the patient/family both in clinic and on the telephone . Posters were displayed in the waiting area and in all exam rooms . Brochures were distributed to all patients and families over a one-year period . After this time, another convenience sample of patients will be surveyed to see if there have been changes in the comfort level of patients/families asking questions . Additionally, a short survey is administered to patients/families prior to leaving their clinic visit to assess their reaction to the ‘Ask Me 3™’ program and whether or not they were encouraged to ask questions .
Outcomes: At this time (June 2011) the study is on-going and expected to finish at the end of November 2011 . It is anticipated that provider-patient/family communication will be improved and providers will be more aware of the challenges patients/families face as they interact with the health care system .
Lessons Learned: This ‘Ask Me 3™’ campaign will: Increase the quality of patient care/outcomes by increasing health literacy . Increase satisfaction with the clinic experience by giving patients/families time to ask questions which leads to better understanding . Promote partnership which increases patient satisfaction and adherence to a mutually developed plan of care .
f9using patient- and family-centered care strategies to improve care and service to patients who die and their families
Elizabeth Ata, BS, Decedent Affairs and Palliative Care Coordinator; Alice Gunderson, BA, BS, Patient-Family Advisor; Mary Lynne Knighten, RN, MSN, PN, Senior Director, Patient Experience and Care Delivery; St. Francis Medical Center, Lynwood, CA
Description: St . Francis Medical Center is a non-profit, Level II trauma center located in Southern California . A member of the daughters of Charity Healthcare System, our mission values address the need for compassionate care of the poor and disenfranchised . Our service community includes those marginalized by a lack of education, mental and physical disabilities, questionable immigration status, and high-risk urban lifestyles . Our death rate can be as high as 700 patients per year . When a new morgue was built to accommodate our high mortality rate, a decedent affairs specialist was hired and audited our practice,
of the most common and crucial aspects of medicine . Research on this shows that consistent communication, leads to increased safety and possibly more cost-effective practice . This project took place in a 20-bed multidisciplinary unit, with 1,200 admissions per year . It utilized a multidisciplinary team consisting of a physician, nurses, chaplain, family-centered care specialist, and a parent advisor . We wanted to readdress the importance of a daily exchange between families, patients and the medical team . To accomplish this the team used Six Sigma methodology . Six Sigma is an analytical framework for process improvement . It has been used as a quality improvement process in the health care setting, improving patient and staff satisfaction, and reducing variability in care . Our background data consisted of baseline family satisfaction surveys . The methods used were interviewing and surveying patients and families admitted in the unit regarding communication in the unit, interviewing and surveying medical staff regarding communication, and observing the current unit process for daily communication . Our measure was defined as a daily communication between the patients and families and a doctor and a nurse, and documentation in the medical record . Initially each family was only having documented communication with a PICU doctor and nurse 14 .3% of the time . We determined the root causes: lack of definition of daily update, communication responsibility undefined, the thought that daily communication is not required and lack of a necessity to document the interactions . We provided new communication policies for families in their admission packet, posted this education policy throughout the unit for families and staff to see, changed our policy to address the root causes, and educated the medical staff about our policy change .
Outcomes: After implementation, we showed an increase in daily documented communication to 60 .3% using a process control chart . Statistical significance was detected through special cause data points that exceeded the upper control limits and runs with points above the mean . If communication wasn’t documented, it did not count towards our measure .
Lessons Learned: during the Six Sigma process, there are many days spent developing the program, and being able to have representation from families, doctors, and nurses on our team was invaluable . Communication projects are difficult to quantify but beneficial to all members of the team . High-quality, effective communication is difficult to define .
‘ask me 3™’ – a family driven campaign to improve patient/family/provider communication at the university of florida pediatric pulmonary clinics
Angela Miney, BA, Family Partner; University of Florida Pediatric Pulmonary Division, Gainesville, FL
Description: ‘Ask Me 3™’ is a carefully designed health literacy program developed by the Partnership for Clear Health Communication and the National Patient Safety Foundation . Through patient and provider education materials ‘Ask Me 3™’ promotes three simple questions that patients and/or families should ask their providers in every (continued on next page)
tu
es
da
Y
ab
st
ra
ct
s
98
of end of life quality improvement projects that have been developed in our patient- and family-centered care committee . These projects have included the development of an EOLC checklist, a palliative mechanical ventilation weaning algorithm and a bereavement package for families . This group has been targeted with focused educational activities to enhance their skills and to translate that knowledge to others . We collected completed EOLC checklists from March 2010 to April 2011 . One of the questions on the checklist asks if an End of Life Champion was identified and used as a resource . Of the 25 checklists returned 15 (60%) stated that they had made use of the program . While this under represents the number of deaths over this time period it does indicate that staff are making use of the program .
Outcomes: Surveys are ongoing to better assess needs and awareness of end of life issues and the EOLC Champion program . Quality indicators in this field need to be better defined .
Lessons Learned: Promotion and engagement are keys to success . Novel means of communication may be required to engage with staff and promote the program .
f10implementing and evaluating the guide to patient and family engagement: improving hospital Quality and safety by engaging patients and family members in their care
Kristin Carman, PhD, Co-Director, Health Policy and Research; American Institutes for Research, Washington, DC; Pamela Dardess, MPH, Senior Researcher; American Institutes for Research, Chapel Hill, NC
Description: In 2009, the American Institutes for Research and their partners, including IPFCC and Consumers Advancing Patient Safety, began a project funded by the Agency for Healthcare Research and Quality to develop, implement, and evaluate the Guide to Patient and Family Engagement in Hospital Safety and Quality . The Guide contains four strategies that represent critical opportunities for hospitals to improve patient and family engagement around safety and quality: 1) Working with Patients and Families as Advisors: tools to help hospitals work with patients and family members as organization-level advisors; 2) Communicating to Improve Quality: tools to improve communication between patients, family, and hospital staff from the point of admission; 3) Nurse Bedside Shift Report: tools to support safe handoff by involving the patient and family in the nurse change of shift; and, 4) IdEAL discharge Planning: tools to engage the patient and family in transitions from hospital to home . These strategies are accompanied by information designed to help hospitals understand the benefits of patient and family engagement, how to begin the journey towards patient and family engagement, and how to promote patient and family engagement . In September 2011, the Guide will be implemented in three hospitals: a 324-bed hospital in Annapolis, Md; a 200-bed hospital in Chicago, IL whose patient population is largely below poverty level; and a small rural hospital in Greenville, SC . The AIR team will evaluate the implementation of the Guide, including its
then gave us her recommendations . The findings were startling: Policy language and behavior used to serve the deceased patient, when compared to a live patient, lacked compassion, a regard for safety and security, a regard for privacy and reverence, guidelines for family education, or a support system for staff in positions who encountered these patients, these people, every day . A decedent Affairs task force was formed including Spiritual Care, Security, Housekeeping (EVS), Patient Services, Engineering, Lab, Nursing Administration, and decedent Affairs . These leaders came together and created a new philosophy of service to meet every aspect of care from the moment of death up to and including the patient’s discharge to a funeral home . As an outgrowth of this program we have created educational tools for families and staff to use before, during, and after a death has occurred . Leadership consistently supports our decedent Affairs education program and in doing so, advocates for every person who dies and their memory, as held by their family members . It is truly a patient- and family-focused care endeavor of a very different kind .
Outcomes: An absence of negative events in the morgue; provision of morgue viewing in a compassionate manner; dignified care of the over-sized patient; consistently right patient, right mortuary releases; and, a best practice model for hospital administrators, risk managers, and nursing students .
Lessons Learned: Tell your worst practice stories to inspire the best practice changes . Never assume you’ve heard it all/seen it all, keep an open mind . Correct from love, not from anger; fear makes people do inappropriate things . Be courageous; ask for what you want if it’s ethically correct .
the end of life champion program
Paul Boucher, MD, BSc, Co-Chair, Patient and Family Centered Care Committee, Department of Critical Care/CVICU Medical Director; Jana Wyber, Family Advisor, Department of Critical Care; Foothills Hospital, Alberta Health Services, Calgary, Alberta, Canada
Description: Most patients who die in the intensive care unit do so with advanced planning and withdrawal of life supporting therapies . This gives us an opportunity to better plan the experience and elevate the standard of care for all those involved; patient, family, and staff . The End of Life Care (EOLC) Champion program is a mentorship program that has recruited 46 front-line staff to serve as a resource to staff, patients, and family during the dying process . The program was developed through the work of the patient- and family-centered care committee, a multidisciplinary committee that includes previous patients, families, and front-line staff . The vision was to share the skills that many staff possessed to deliver high-quality EOLC to others . Since 2009 there are 36 nurses, 8 respiratory therapists, and 2 physicians enrolled in the program across 4 adult intensive care units in the region . The Champions offer advice and assistance to their colleagues who are caring for dying patients . They also assist with the deployment
using patient- and family-centered care strategies to improve care and service to patients who die and their families
(continued from previous page)
Tu
es
da
y
ab
sT
ra
cT
s
99
addition, task forces also have requested Family Advisors to participate in meetings on such topics as isolation guidelines, the renovations of a family waiting area, and bedside shift report . The Family Advisory Council was integral in the development of the Family Greeter Volunteer program, which has Family Advisors speak with recently admitted patients and families . This program is maintained through the Penn State Hershey Medical Center’s Volunteer program, which helps with the longevity of the program and provides the volunteers with appropriate training . Family Advisors assisted in creating the job description, position requirements, duties, and training . Families are recommended to the Family-Centered Care Coordinator by families, physicians, and hospital staff . An interview process and training are completed prior to the placement of a Family Advisor . A database of all of these Family Advisors is managed by the Family-Centered Care Coordinator, who tracks the amount of time Family Advisors devote to the institution .
Outcomes: There has been an increase in the number of active Family Advisors within the Children’s Hospital, as well as an increase in opportunities to participate and engage families in quality improvement projects . Recruitment for new Family Advisors has improved as hospital staff identify new candidates and refer them year round .
Lessons Learned: The more hospital staff interacts with Family Advisors, the more they request their feedback on projects and programs . Preparing Family Advisors for their involvement is very important, whether it is a Family Faculty presentation, training new Family Greeter Volunteers, or sitting on a hospital committee .
engaging diverse communities in patient- and family-centered care: the development of a latino family advisory board
Gabriela Flores, BA, MSM, Director, Office of Equity and Diversity; Children’s Mercy Hospitals and Clinics, Kansas City, MO
Description: Children’s Mercy Hospitals and Clinics in Kansas City, MO has had a Family Advisory Board in place for close to a decade . The input and feedback is invaluable to hospital operations and often drives performance improvement efforts . In response to the hospital’s growing Latino patient population, El Consejo de Familias Latinas/ Hispanas– The Latino/Hispanic Family Advisory Board, was created in 2008 . It was developed through a collaboration of staff, who recognized the importance of formally including the voice of Spanish-speaking families in hospital improvement . The development of El Consejo required a committed core team of staff and several exploratory family meetings to determine feasibility . Since the initial convening of El Consejo, it has been led by a parent chair, supported by a bilingual staff member, with monthly meetings held in Spanish . Meetings are convened in the evening, so dinner and child care are both provided . Parents from the Consejo have been involved in projects related to wayfinding and signage, Spanish marketing and messaging, and issues related to clinic access and scheduling . Consejo parents have recently asked to get more involved in hospital-wide
impacts on the knowledge, attitudes, and behaviors of patients and staff . The evaluation will include qualitative (in-person and telephone interviews, observation, and documentation collection) and quantitative (staff and patient surveys) methods . The staff survey includes measures related to patient- and family-centered care culture and patient safety culture . The patient survey includes measures related to patient experiences, patient-physician interaction, and patient activation .
Outcomes: during the presentation, we will share information about the experiences of hospitals with Guide implementation, discuss preliminary outcomes from qualitative data collection, and describe the metrics we will be using to evaluate the Guide implementation . Findings will be publicly available in 2013 .
Lessons Learned: during the presentation, we will outline lessons learned for successful implementation of the Guide, and relate these lessons to implementing patient and family engagement initiatives more generally . These lessons learned will be based on data collected through interviews and observations .
g1innovation in using health information technology to enhance patient and family engagement — a conversation
Farzad Mostashari, MD, ScM, National Coordinator, Health Information Technology, Office of the National Coordinator for Health Information Technology, U.S. Department of Health and Human Services; Christine Bechtel, MA, Vice President, National Partnership for Women & Families; Washington, DC
Join the National Coordinator for Health Information Technology in a provocative discussion about the federal requirements for “meaningful use” of health information technology and how it relates to engaging patients and families . This discussion will explore advances in health information technology that support patient and family engagement in care and decision-making as well as their involvement in the design of future technology innovation .
g2strength in numbers: enhancing the family advisor program at penn state hershey children’s hospital
Jessica Capitani, BA, Family Advisor; Deborah Fuhrer, BA, MS, Family-Centered Care Coordinator; Penn State Hershey Children’s Hospital, Hershey, PA
Description: At Penn State Hershey Children’s Hospital, patient- and family-centered care was adopted in 2001 with the creation of the Family Advisory Council and the Family Faculty Program . Over the last decade, the Family Faculty program has steadily grown with membership, new speaking opportunities, and various formats, including videotaped trauma education, resident noon conferences, new employee orientations, and Nursing Grand Rounds . The involvement of families throughout the Children’s Hospital has also expanded with Family Advisors sitting on hospital committees, such as Quality & Safety, Patient Satisfaction, Patient Education, design Committee for the New Children’s Hospital, and an interviewing committee . In (continued on next page)
tu
es
da
Y
ab
st
ra
ct
s
100
set priorities and created an action plan . PFAC wanted: 1) a baseline survey of F/S attitudes about PFCC and, 2) promotion of PFCC awareness throughout the CVC and the organization . Encouragingly, the survey revealed a highly favorable attitude toward PFCC as well as ideas about changes to improve care/services . PFCC awareness was enhanced in multiple ways, such as dear doctor pens/notepads, Get To Know Me Posters, Ask Me About PFCC pins, and a larger second annual PFCC conference . An Annual Report for Year 1 listed accomplishments, focusing on successes and work to be done . Throughout this time, IPFCC’s online resources were readily available and easily adapted for our use, important to our progress as we seek to make The Michigan difference in PFCC .
Outcomes: Learner will identify: 1) Strategies for the recruitment, application, interviewing and orientation of patient/family advisors; 2) Ways to assess faculty/staff attitude about PFCC; 3) Strategies for planning PFCC Conference; and, 4) Techniques to promote awareness of PFCC .
Lessons Learned: Lessons learned have been multiple: patient/family advisor recruitment/retention is complex and time consuming; the value of internal/external collaboration has been evident; and, timely balancing of patient/family advisors with available assignments - as PFCC becomes embedded, the demand escalates .
g4positioning the family and patient at the center: a guide to family and patient partnership in the medical home
Michellle Esquivel, MPH, Director, Division of Children with Special Needs and National Center for Medical Home Implementation; American Academy of Pediatrics, Elk Grove Village, IL; Rebecca Malouin, PhD, MPH, Assistant Professor and Director, Department of Pediatrics and Human Development, College of Human Medicine, Michigan State University; East Lansing, MI; Nora Wells, MS, Director of Programs, Family Voices, Inc., Lexington, MA
Description: The “Joint Principles of the Patient-Centered Medical Home”, proposed by the American Academy of Family Physicians, the American Academy of Pediatrics, the American College of Physicians, and the American Osteopathic Association, fails to include family- and patient-centered care as a unique principle, a departure from the original definition of the medical home proposed by the American Academy of Pediatrics . National and state initiatives continue to promote family-centered care within the medical home . despite these efforts, large proportions of families report an absence of family-centered care . Several useful tools exist to measure family-centered need by clinicians, staff, and families . Additionally, several primary care practices, health systems and states have developed best practices in partnering with families and patients in primary care practice transformation . To identify best practices in partnering with families and patients in primary care practices, the American Academy of Pediatrics and the National Center for Medical Home Implementation, with funding through a cooperative agreement from the U .S . department of Health and Human Services, Health
improvement projects, so they have divided up into work groups around different focus areas . For example, one work group is collaborating with media relations to develop Public Service health messages for area Spanish radio stations . The evolution and maturation of this advisory group has been organic, yet culturally relevant . While its members understood the rationale for convening, it took some time to nurture a new type of trust relationship . Initial perceptions were based in cultural notions that candid feedback or full disclosure would somehow negatively impact the care delivered to their children . Over time and building trust, families have become more engaged in dialogue and offer constructive criticism without fear of repercussion .
Outcomes: Enhanced engagement and trust with diverse patient populations . Culturally significant perspectives on service excellence, clinical quality and access to care . Replicable model that can be utilized with other patient communities .
Lessons Learned: Community-based participatory model is useful in engaging community commitment, and trust Initiative can be staff guided, but momentum must be patient and family driven . Other barriers such as child care, language, and transportation must be provided for in order to achieve full participation .
g3the michigan difference: implementing patient- and family-centered care at the um cardiovascular center
Bonnie Davis, Advisor, Co-Vice Chair, Patient Family Advisory Committee; Linda Larin, MBA, FACCA, FACHE, Chief Administrative Officer; Elizabeth Nolan, MS, RN, Director, CVC Patient Education & Mardigian Wellness Resource Center, University of Michigan Cardiovascular Center, Ann Arbor, MI
Description: After a period of planning, the UM Cardiovascular Center (CVC) initiated a Patient Family Centered Care (PFCC) Program in 2009 . during Phase 1, an operational team created the tools to recruit patients and families (P/F) advisors and to learn about PFCC . Strategies for Phase 1 included a PFCC brochure/website describing our PFCC program and application . Also developed were advisor forms (application, interview, form letters), the orientation program, and a database to track applicants’ progress . An interview team was convened, and applicants who came forth were interviewed, with subsequent orientation and PFCC assignments based on their interests and openings . UM CVC also initiated a one-day PFCC Conference in 2009 with faculty from UM CVC and The Institute for Patient- and Family-Centered Care (IPFCC) . Participants were CVC faculty/staff, strategic partners within our organization, and most importantly, patients/families interested in PFCC . Over 125 individuals attended the event and rated it highly . Phase 2 began in 2010 with the creation of the Patient Family Advisory Committee (PFAC), a group of faculty/staff (F/S) and P/F advisors . PFAC quickly
engaging diverse communities in patient- and family-centered care: the development of a latino family advisory board
(continued from previous page)
Tu
es
da
y
ab
sT
ra
cT
s
101
Lessons Learned: We learned that to initiate this program we needed to shift staff perceptions from viewing the caregiver as a deterrent to a valued, active partner within the health care team . A formal protocol helped to establish ground rules for consistent practice and partnership .
advancing patient- and family-centered care in the pediatric perioperative setting
LaTonya Barton, MBA, Parent Advisor; Carolyn A. Benigno, MSN, RN, CPN, Clinical Nurse; Michele M. Grady, BA, JD, Perioperative Surgery Concierge Coordinator; Mary Richardson, BSN, RN, Parent Advisor; Children’s National Medical Center, Washington, DC
Description: Since 2004, the Perioperative Services Patient- and Family-Centered Care Committee at Children’s National Medical Center has led and transformed the practice culture within a newly renovated, high-volume surgery center . Nearly 14,000 surgeries are conducted each year . This creates unique challenges to ensure high-quality clinical care, safety of patients and families, service excellence, and access to care . Together, a team of parent advisors, surgery and anesthesia members, and Children’s National philanthropic foundation representatives develop, implement, and evaluate actions to advance patient- and family-centered care (PFCC) in the pediatric perioperative setting . Perioperative staff and parent advisors will conduct a 30-45 minute presentation to elaborate on innovative practice and projects responsive to the specific needs of patients and families in a pediatric perioperative setting . Such practices have elicited positive outcomes and feedback on patient and family satisfaction surveys, as well as from surgery teams . A sample profile of innovative practice behaviors includes respecting families’ wishes to be present with their child for anesthesia sleep and 24/7 family presence in the post-anesthesia care unit (RESPECT); maintaining a unit-dedicated surgery concierge, Child Life Specialist, and patient navigator, and writing articles in the departmental newsletter (INFORMATION SHARING); family satisfaction surveys and post-operative follow-up calls (PARTICIPATION); and sponsoring conference fees and airfare for parent advisors and perioperative staff to attend an Institute for Patient- and Family-Centered Care conference; and creating a fun, activity surgery book for children based on suggestions from parents, Perioperative PFCC, and staff (COLLABORATION) . Conference attendees will take home knowledge and ideas for their patient care settings .
Outcomes: Advancing PFCC in a pediatric perioperative setting demonstrates: Increased patient and family satisfaction; Powerful partnerships between parents/families and surgery/anesthesia/nursing teams; High-quality clinical care and safety of patients and families before, during, and after surgery; and, Increased potential and benefits for use in other patient care settings .
Lessons Learned: Secure stakeholders from departmental leadership and all staff levels; hold regular Patient- and Family-Centered Care Committee meetings; celebrate small and large achievements; continually appraise and identify what works and what is needed to work better; and, share your knowledge and expertise with others .
Resources and Services Administration, Maternal and Child Health Bureau, commissioned a monograph . The purpose of this monograph is to present the historical development and evidence base for family- and patient-centered care and processes, outcomes and impacts of care, case studies of family-centered care in medical homes, and descriptions of family-centered strategies and tools utilized within medical homes . The monograph was guided by an expert advisory committee, including leadership of Family Voices, Institute for Patient- and Family-Centered Care, and the National Partnership for Women and Families, and reviewed by families of pediatric patients . The methods utilized to develop the monograph include an extensive literature review, a nomination process for case studies, and key informant interviews .
Outcomes: The monograph includes a summary of the history and evidence for family-centered care, case studies of medical homes, and a description of family-centered strategies and tools for use within medical homes .
Lessons Learned: The monograph is designed for use by families and patients, primary care practices, health systems, and payers to identify and implement family-centered practices within medical homes .
g5caregiver presence in interventional radiology procedures
Melanie Hoynoski, BS, CCLS, Child Life Specialist; Amy Kratchman, BA, Family Consultant; Kelly Mignogna, BA, CCLS, Child Life Specialist; The Children’s Hospital of Philadelphia, Philadelphia, PA
Description: All families are given the opportunity to explore the option of accompanying their child into Interventional Radiology . The process begins with an initial assessment by an IR staff member or Child Life Specialist to determine caregiver’s readiness . This informal psychosocial assessment may include the following: 1) Previous tube change experience; 2) Patient and caregiver anxiety level; 3) Patient and caregiver coping style; and, 4) Ability of caregiver to emotionally support the patient . If a collaborative decision that caregiver presence is not an option at this time, educational resources will be provided to help prepare for this option in future procedures . If a collaborative decision has been made that caregiver presence is an option, the Child Life Specialist will provide education and review information packet which includes the following: 1) Procedural explanation sheet; 2) Caregiver explanation sheet; 3) Coping Guide; and, 4) “Image Gently” (Radiation safety packet) . Procedural process begins with escorting patient and one family member into Interventional Radiology with appropriate transitioning and garment . The caregiver will be supported throughout the procedure to enhance positive outcomes for their child’s coping ability .
Outcomes: The Interventional Radiology team including physician, nursing, technologists, and child-life specialists have seen a significant improvement in patient and family satisfaction as well as a decrease in pre-medication necessary for patient transitions . A formal parent and staff survey is in progress with results pending .
tu
es
da
Y
ab
st
ra
ct
s
102
g7a model partnership between ambulatory clinics and family centered care: the use of high-fidelity simulation to improve parent/provider communication in the clinic setting
Michele Ashland, BA, Parent Lead; Kathleen Davidson, RN, BSN, MBA, Administrative Director, Obstetric/Pediatric Faculty Practice Organization, Ambulatory Care Center Operations; Karen Wayman, PhD, Packard Children’s Endowed Director of Family Centered Care; Lucile Packard Children’s Hospital, Palo Alto, CA
Description: Principles of family-centered care are increasingly incorporated into clinical practices within pediatric ambulatory settings to improve patient and family satisfaction . Good communication between clinic staff and parents is recognized as key to a family-centered clinic . Yet, there is limited guidance on effective training to improve communication or hand-offs in a clinic setting . Results of two high-fidelity simulation studies to improve parent/provider communication in a clinic setting will be presented . Study #1: Improving the communication skills of administrative outpatient staff; Study #2: Improving parent/provider and hand-off communication within five subspeciality teams (i .e ., high-risk obstetrics; oncology; cardiology; urology and neurology) . Unique to these studies is: 1) an evidence-based family-centered communication model used throughout Packard in trainings and change initiatives; and 2) the incorporation of well-trained “parent-actors” (parents from the department of Family-Centered Care) who recreate parent roles in clinic training scenarios and participate in scenario debriefings with trainees . In-depth information will be provided on Packard’s FCC Communication Model . Information on the curriculum to train FCC parent actors will also be presented . Finally, the overall partnership between the department of Family Centered Care and Ambulatory Care will be described focusing on how the simulation trainings help to promote other family-centered practices throughout Ambulatory Care at Packard .
Outcomes: Participants demonstrated significant increases in: 1) Knowledge of FCC partnership approaches; 2) Perception of individual communication competencies; 3) Measures of team-efficacy to work with families in challenging communication situations; 4) In-situ communication skills; 5) A deeper understanding of the family experience in the clinic setting; and 6) Changes in clinic practices
Lessons Learned: High-Fidelity Simulation is a powerful training tool for increasing the communicative competence of clinic staff; the use of well-trained “parent-actors”; The presence of well-trained parent actors significantly enhances communication trainings; and, A well-articulated model of Family-centered communication helps to diffuse FCC principles and practices enterprise-wide .
g6advancing the practice of patient- and family-centered care, Yale-new haven hospital unit- based training
Jeannette Hodge, BA, Director, Patient Relations, Volunteer and Guest Services; Cheryl Hoey, RN, BSN, MSN, MBA, Director, Patient Services for Pediatrics; Susan Kamm, BA, Manager, Patient- and Family-Centered Services; Yollanda London, MPH, Manager, Strategic Planning/New Business Development; Mary Ellen Pappas, BA, Co-Chair, Patient and Family Advisory Council; Pat Sclafani, BS, MS, Co-Chair, Patient and Family Advisory Council, Yale-New Haven Hospital, New Haven, CT
Description: The Patient- and Family-Centered Committee, with the assistance of a consultant from the Institute for Patient- and Family-Centered Care, designed a 90-minute multimedia presentation to introduce staff to the philosophy and principles of patient- and family-centered care (PFCC) . A train the trainer workshop was created to develop internal trainers to sustain ongoing staff education needs . The interactive 90-minute sessions are led by a triad of presenters: a facilitator who introduces the session; a content expert who is well versed and knowledgeable about patient- and family-centered practices: and a patient and family advisor who tells the story of his or her experience at YNHH . The sessions are held in small, unit-based locations and are attended by representatives from multiples departments . The presentation begins with a video by the President/CEO of Yale-New Haven Hospital, welcoming staff to the session and explaining why it is imperative that every employee practices patient- and family-centered care with every patient every day . The didactic part of the curriculum explores the principles of patient- and family-centered care, defines family, contrasts the different approaches to care (system-centered, patient-focused, patient- and family-centered) and shows the synergy between PFCC and our commitment to Service Excellence . Embedded in the presentation is a short video clip that shows how teamwork and connectedness are linked together in a patient’s experience of care . A ten-minute story told by the patient and family advisor is used to improve communication and understanding of the patient’s experiences and to encourage collaborative learning through open discussion . At the conclusion, participants complete an evaluation and write on a postcard what they will do to make their practice more patient- and family-centered . These postcards are mailed to participants two weeks later as a reminder of their commitment to PFCC .
Outcomes: Since June 2010, 115 sessions held, 800+ employees have completed training . Sessions rate above 9 (10=best) . Recognized by the Greater New Haven Association of Volunteer Administrators as an innovative, successful program that engages volunteers in a creative way to advance the organization’s mission, goals and contribution to the community .
Lessons Learned: Endorsement and support from directors/Managers critical; flexibility in teaching methods and strategies; need regular feedback sessions with trainers and staff; need point person for advisors (keep them in the loop, answer questions, field concerns etc); need someone to manage logistical issues; celebrate the wins!
advancing patient- and family-centered care in the pediatric perioperative setting
(continued from previous page)
Tu
es
da
y
ab
sT
ra
cT
s
103
g8smart: the patient- and family-centered universal discharge protocol
Kristina Andersen, RN, BSN, Project Coordinator; Sherry Perkins, PhD, RN, Chief Operating Officer/Chief Nursing Officer; Susan Walden, Patient Advisor; Anne Arundel Medical Center, Annapolis, MD
Description: The universal SMART discharge protocol will always be performed with the engagement of patients and families . SMART
is a multidisiciplinary and patient and family process that begins during hospitalization, ensures a “hard stop” review of the SMART tool, and post-discharge collaboration . Unlike infections and wrong site surgery, we don’t directly see the results of poor-discharge care . Communication is rushed; instructions are inadequately documented; patients and families do not access records; written instructions range from brief to verbose pages stuffed in “belongings bags” . Building on others’ contributions, SMART is a 2011-2012 Always Event award by the Picker Institute . By presentation time, many aspects of our plan will be achieved, including initial results . SMART development includes: 1) develop with patients and families the protocol as an Always Event® . Include the SMART Tool – written plan comprised of : S – Signs I should look for and who I should call; M – Medications I am taking; A – Appointments I will go to; R – Results that are important to discuss with my doctor; T– Talk with me more about At Least Three Things; 2) Implement in multiple units to demonstrate universality; 3) Evaluate SMART via patient satisfaction (HCAHPS); 30-day readmission rate; 30-day emergency department rate . A critical measure is the patient and family assessment that the SMART happened “always”; and, 4) Collaborate with patients, families, and safety and regulatory entities (e .g ., IPFCC, Maryland Patient Safety Center, hospital associations) to prepare SMART as a Joint Commission National Patient Safety Goal . Patient and family advisors and hospital leaders will collaboratively present the SMART .
Outcomes: Outcomes will include improved patient satisfaction, reduced readmissions and emergency visits, and patient report that the SMART occurred . Organizational outcomes will include hospital wide change leadership to adopt the SMART and awareness of transitions . The SMART will be piloted throughout Maryland via the Maryland Patient Safety Center .
Lessons Learned: Lessons learned include patients and families as advisors in grant leadership . Patients and families have described ideal discharge: day after discharge phone call; 24 hours of pain medication upon discharge; record access during hospitalization and post discharge; validation for SMART tool design . Passion for SMART has generated significant dissemination interest .
bringing the patient’s goals to the forefront of their Visit while collaboratively coaching: success in outpatient neuroscience
Christa Butler, RN, BSN, MSM, Nurse Practice Site Coordinator; Rebecca Herzberg, BBA, Patient Advisor; Georgia Health Sciences University Medical Center, Augusta, GA
Description: For several years, our practice site and organization, has demonstrated an unrelenting commitment to Patient- and Family-Centered Care that embraces respect, dignity, collaboration, and information sharing . In continuing with this same spirit, we deemed it necessary to embark upon a slightly different approach within our practice site as it relates to visit goals . This initiative involves the inclusion of goals, as defined by the patient, within the visit plan . We discuss these goals with our patients using various coaching strategies . Our methodologies/activities include phone calls to our patients and families prior to the visit to determine their goals . This is the first opportunity for staff to coach patients regarding goals . Common goals include determining the nature of a patient’s condition, which may not be met at an initial visit, or simply getting a medication refill . As a result, it is imperative that staff listen attentively to the goals of patients and families regarding their expectations . It is equally as important for staff to be educated on acceptable coaching techniques to enhance successful outcomes . This is accomplished by hosting learning labs in which the staff participates in role playing and other activities to enrich education . When the patients arrive for their visit, the goals are reiterated to ensure there is mutual understanding . The goals are then placed on a white board within the exam room for all to see . In addition, the goal is placed on a form to be tracked at future visits . The physician and other team members address the goals with the patients and families . Closure is obtained by following up with the patient at the end of the visit to determine if their goal was met and to establish the goal for their next visit .
Outcomes: Outcomes of this initiative are quite successful . Through surveys and verbal feedback, patients have expressed feeling respected and empowered . They have evolved from a place of vulnerability to a point of autonomy, and are elated that their objectives are noticeably appreciated . Consequently, the data wholeheartedly supports this initiative .
Lessons Learned: We have learned that patient goals during the visit may be very different from those we have identified . However, we have also learned that meeting the goals and expectations of our patients, not only promotes collaboration, but also improves quality and patient satisfaction, as well as other outcomes .
tu
es
da
Y
ab
st
ra
ct
s
104
g10calgary’s new south health campus: how patient and citizen partnerships are helping build ‘the future of health care’
Joanne Ganton, BComm, Manager, Patient- and Family-Centered Care; Gina Grace, BSW, Citizen Advisory Team Member; Shelley Koch, BA, Site Director; Michelle Stasiuk, Co-Chair, Citizen Advisory Team; Gloria Wilkinson, Volunteer, Citizen Advisory Team Member; Alberta Health Services, South Health Campus, Calgary, Alberta, Canada
Description: South Health Campus in Calgary, Alberta is redefining the way health care is delivered . For over four years the Citizen Advisory Team (CAT) has worked with project planners, architects, and clinical leaders in designing this new, state-of-the-art facility . This full-service, acute care hospital has been designed from the ground up with input from patients and community members . The early guidance from the Institute of Patient- and Family-Centered Care, helped establish patient- and family-centered care as a foundational pillar for improving patient and family experiences . The ”CAT” group of approximately 40 volunteers helped establish the “Four Commitments to Patient- and Family-Centered Care” for the campus . CAT members have brought the voice of patients, families, and community members to provide essential input into the facility design . They have been instrumental in helping shape the way care is delivered in a new culture of patient- and family-centered care . Site-wide patient -and family-centered care practices were established and embedded into all care processes for the campus, including a plan for staff on-boarding, orientation, and training . Citizen engagement throughout the project included: feedback on hospital designs and landscape plans; participation in mock patient room simulation research; workflow simulation of the medication management process; consultation to shape the “way-finding” program and ambulatory clinic patient flow models; participation on interview panels for key leadership positions; and active planning in several clinical program teams, i .e . Emergency . The monthly sharing of “Ideal Patient Experience” stories is used during clinical and operational planning to focus on patient- and family-centered experiences in order to achieve new levels of care delivery . A “Family Presence” philosophy is key to supporting a culture of respectful partnerships and information sharing . Join us to learn about the many ways our citizen partners are helping shape the “Future of Health Care” .
Outcomes: Citizens have dedicated their time, energy and ideas to help shape the Campus into a patient- and family-centered facility; their voices are heard, time is valued, and contributions are truly making a difference in how care is delivered and in how health care organizations can engage citizens effectively .
Lessons Learned: Senior leadership commitment and continual engagement along with dedicated infrastructure and resources are essential to achieve this high level of citizen engagement . Application of a Citizen Engagement Framework has moved patient engagement from merely involving and consulting to true collaboration and partnership with a broad range of citizens .
g9successful communication with patients and families
Theresa Drum, Family Advisory Council Member; Ann Maghran, BSW, Family Centered Care Coordinator; Tim Sember, Family Advisory Council Member; Valerie Sember, Family Advisory Council Member/Co-Chair; Women and Children’s Hospital of Buffalo, Buffalo, NY
Description: After the Family-Centered Care Coordinator initially met with the educators, the coordinator and FAC members held several work groups to determine the scope of our part, determining on patient- and family-centered (PFCC) concept review and communication techniques . One FAC member formulated a PowerPoint, another member made a training grid outlining our process for the hour . We also collaborated with two other family-based agencies, as two of our members are employees of those agencies, charged with outreach and referrals for families . We determined all of our roles . The FCC coordinator opened the sessions with a welcome and introduction of her position and the history and purpose of the FAC . The group discussed core concepts, following the PowerPoint, and some brief discussion on misconceptions . (A booklet including the PowerPoint presentation with supporting resources and additional referral information was provided to all staff .) Then an FAC member followed with the “What’s Your Personal Style” activity, an interactive discussion tool involving four styles of communication . Participants were asked to identify the style they most closely resembled — hammer, binoculars, teddy bear, and magnifier . Everyone received a token (card) of their style, and props were used to illustrate . FAC families then shared their stories—what has worked for them in their hospital experiences and how communication affected their experience . We closed with discussion of conflict resolution/difficult situations . Often staff had questions for the families, which wrapped up the sessions in a very meaningful way . Approximately 600 nurses were instructed during 30 one-hour sessions over a five-month period . Every session included the Family-Centered Care Coordinator, with at least one parent . Sessions were held in the hospital at varying times of the day and night . Attendance varied from six to twenty two nurses at each session .
Outcomes: Approximately 600 nurses who participated from all departments are better equipped to partner with patients and families; to understand the family perspective and have a more effective team approach . The hospital will be a more effective PFCC provider due to the key role that nurses play .
Lessons Learned: The initial roll out at the hospital several years ago regarding PFCC led to vast (negative) miscommunication regarding concepts of PFCC . Many nursing staff did not know the core concepts of PFCC, and why it mattered to patients and families .
smart: the patient- and family-centered universal discharge protocol
(continued from previous page)
WEdNESdAY AGENdA
We
dn
es
da
y
ag
en
da
107
s lu g
This presentation will use the five key elements of the Institute for Healthcare Improvement Framework for Leadership for Improvement to describe how system and advisor leaders can advance patient- and family-centered practices across a multi-hospital health care system and multiple environments of care .
h5 Congressional Bengaging patients in primary care redesign: strategies for success, lessons learned, and treasures unearthed
Stephanie Berkson, MPA, Director, Quality and Safety Improvement, University of Wisconsin Medical Foundation; Martha Gaines, JD, LLM, Director, Center for Patient Partnerships, Clinical Professor of Law, Principal, E2T; University of Wisconsin Health System, Madison, WI
This presentation will share unique, instructional materials developed by patient leaders, and rich lessons learned from this collaboration between University of Wisconsin Health System and Engage to Transform (E2T) at the Center for Patient Partnerships to engage patients in organizational redesign efforts .
8:00 – 9:15 am
CONCURRENT SESSIONS (H1-H11)
h1 Regencydesigning an integrated Values-based professional practice model and patient- and family-centered care delivery model: from strategic plan to accountable results!
Alice Gunderson, Patient-Family Advisor; Mary Lynne Knighten, RN, MSN, PN, NEA-BC, Senior Director, Patient Experience and Care Delivery; Beverly Quaye, EdD, RN, NEA-BC, FACHE, Chief Nursing Officer, Vice President of Patient Care Services; St. Francis Medical Center, Lynwood, CA
Leaders may struggle with implementing a transformative process to achieve the full value of patient- and family-centered care . Learn how to integrate a values-based professional practice model with a patient- and family-centered care delivery model to transform the patient experience .
h2 Congressional Awin-win: patient Volunteers serving as authentic, active educators in family-centered care to medical students
Erika Laszlo, Advisor, Patient Family Centered Care Program; University of Michigan Cardiovascular Center; Heather Wagenschutz, MA, Program Administrator; Office of Medical and Student Education/Family Centered Experience; University of Michigan Medical School, Ann Arbor, MI
This interactive presentation will highlight a required medical school course where families dealing with chronic illness serve as actively engaged educators to help medical students see the patient as a whole person, beyond just the diagnosis of their disease .
h3 Empirefamily experience tracers: parents on staff gathering real-time feedback through the eyes of the patient and family
Sheryl Chadwick, BS, Family Centered Care Coordinator; DeeJo Miller, BA, Family Centered Care Coordinator; Children’s Mercy Hospitals and Clinics, Kansas City, MO
Family experience tracers are an innovative tool used to collect real-time information from patients and families during their hospital stay or clinic visit . Learn how family leaders interview patients and families and accumulate data to make system improvements .
h4 Executivethe role of system and advisor leadership in advancing patient- and family-centered care across multiple environments of care
Kim Blanton, Patient-Family Advisor; Sue Collier, RN, Vice President, Office of Patient-Family Experience; Vidant Health, Greenville, NC
wednesdaY, June 6, 2012
daY at-a-glance
wednesday, June 6, 2012
6:15 am – 7:00 am Happy Heart Yoga
7:00 am – 8:00 am Continental Breakfast (Informal Networking Breakfasts)
8:00 am – 9:15 am Concurrent Sessions (H1 – H11)
9:15 am – 9:30 am Break
9:30 am – 11:00 am Concurrent Sessions (I1 – I11)
11:00 am – 11:15 am Break
11:15 am – 12:30 pm Concurrent Sessions (J1 – J11)
12:30 pm – 2:00 pm Lunch Break (on your own) Cash & Carry; Film: Escape Fire (Exhibit Hall)
2:00 pm – 3:15 pm Concurrent Sessions (K1 – K10)
3:15 pm – 3:30 pm Break
3:30 pm – 4:45 pm Closing Plenary
We
dn
es
da
y
ag
en
da
108
C o n fer en C e S eS S i o n S
h10 diplomatoverheard: what we say, what we mean, what families hear
Kara Gilardi, MPH, Regional Director; March of Dimes NICU Family Support, Chicago, IL
This facilitated, interactive session will examine real-life words said to families in NICUs throughout the nation . Together, we will examine the intent versus impact of what was said and identify language choices that would have been more helpful and sensitive .
h11 Cabinetfollow the patient’s footsteps — a new leadership tool
Elisabeth Broegger Jensen, RN, Project Manager; Tina Lynge Lyngbye, RN Consultant; Danish Society for Patient Safety, Hvidovre, Copenhagen, Denmark
The danish Society for Patient Safety has developed a new tool which is aiming at engaging hospital CEOs in patient-centred care and making their commitment and engagement visible . The focus of this session is on patient involvement and patient safety .
9:15 – 9:30 am
BREAK
9:30 – 11:00 am
CONCURRENT SESSIONS (I1-I11)
i1 Cabinettransforming health care together — stories from australia
Susan Biggar, BA, MA, Board Member; Catherine Crock, MD; Bachelor of Medicine, Bachelor of Surgery, Executive Director; Australian Institute for Patient & Family Centred Care, Melbourne, Victoria, Australia
Partnership, a safe and supportive health care culture, and a healing environment-—three key elements for patient- and family-centred care . This session describes Australian examples in the context of a new national organization aiming to transform health care in Australia .
achieving patient- and family-centred care through consumer participation
Elizabeth Harnett, Head of the Clinical Governance Unit; The Children’s Hospital at Westmead; Sydney, New South Wales, Australia
The Children’s Hospital at Westmead’s Consumer Participation & Partnerships Program enables staff and consumers to work together at all levels of the consumer participation spectrum, which starts at ‘inform’ and ends with ‘empowerment .’
h6 Ambassadorpatient and family interviews: a powerful Quality and safety improvement opportunity at dartmouth-hitchcock medical center
Nancy Bassett, BA, Patient Representative, Voices Volunteer; Licia Berry-Berard, MSW, LICSW, Manager, Patient Family Centered Care; Meg Seely, MA, Chair, Family Advisory Board, Patient Representative, Voices Volunteer; Dartmouth-Hitchcock Medical Center, Lebanon, NH
Volunteers interview patients and families about their inpatient care experience . Feedback is shared real time with nursing
leadership . Stories, captured in a database, allow theme categorizing and trending . These themes help guide our quality and safety improvement plan for the organization .
h7 Palladianpatient education: the foundation for active patient and family engagement — how Vanderbilt built the case for a robust patient/family education redesign initiative
Marilyn Dubree, MSN, RN, Executive Chief Nursing Officer; Lynn Ferguson, BS, Member, Patient and Family Advisory Council; Terrell Smith, MSN, RN, Director, Patient and Family Centered Care; Vanderbilt University Medical Center, Nashville, TN
Patients and families need clear, understandable information to take an active role in their health care . This presentation describes an analysis of patient and family education at an academic medical center — how gaps and inconsistencies were identified and the process was redesigned .
h8 director’s Roomchanging lives: the patient-provider relationship in centering group care
Debra Keith, CNM, MS, Midwifery Director; Providence Hospital, Center for Life, Washington, DC; Sharon Rising, CNM, MSN, FACNM, Chief Executive Officer/President; Centering Healthcare Institute, Silver Spring, MD
Centering is a model of care that has transformed both the process and outcomes of care for providers, patients, and their families . This presentation will focus on the patient and provider stories related to their participation in Centering .
h9 Forumthe relationship between participation in family-centered care training and communicative adaptability among medical students: changing hearts, changing minds
Lisa Rossignol, BUS, Graduate Student, Health Communication; Department of Communication, University of New Mexico; Jan Winslow, Director of Family Leadership, Parents Reaching Out, Albuquerque, NM
This presentation will share the results of a parametric study of medical students at the University of New Mexico’s School of Medicine who have participated in one of two mandatory patient- and family-centered training programs to determine if improvements are achieved in students’ communication skills .
We
dn
es
da
y
ag
en
da
109
C o n fer en C e S eS S i o n S
i4 Regencyfamily mentoring tlcs: talking, listening, caring, sharing
June Sharkey, RN, Shift Nurse Manager; Maria Walker, LCSW, Social Worker; Cathy Wright, MEd, Patient Advisor; Emory University Hospital, Atlanta, GA
Our interdisciplinary team can assist in developing a Family Mentoring program . Former patients and family members meet weekly with current family members to listen, share, and educate . We will present our journey with mentoring training and recruitment .
a new collaborative strategy: including the family as partners in care
Patricia Brown, DNP, APN-BC, CNS, CCRN, Practice Manager, Neurosciences and Orthopaedics; Karen Burnett, MBA, MS, Member, Patient and Family Advisory Council and Consumer Advocate, Volunteer Services; Northwestern Memorial Hospital, Chicago, IL
At Northwestern Memorial Hospital, patient and family engagement was fostered through enhancements of the existing care model . Interventions focused on establishing partnerships with patients, families, and the health care team to include improved communication, and increased family involvement .
i5 Palladianthe ride of Your life
Marnie Dyer, Parent Support Coordinator; Maureen Heald, Parent Support Coordinator; Rachel Houck, LCSW, Social Worker; Elizabeth Moll, RN, MSN, CPNP, Developmental Care Specialist; Vicki Smith, RN, Parent Educator; Children’s Hospital of the King’s Daughters, Norfolk, VA
This staff teaching tool provides insight into the emotional rollercoaster NICU families experience while their baby is hospitalized . Through group discussion, problem solving, open communication and collaboration, this game will change a unit’s culture by educating staff on patient- and family-centered principles .
engaging families in the development and study of a model of family integrated care in the nicu
Karel O’Brien, MD, FRCPC, Staff Neonatologist; Kate Robson, BA, MEd, ADR Certificate, Veteran Parent; Mount Sinai, Toronto, Ontario, Canada
The objective of this study was to develop and pilot a model of true family integrated care, through parent engagement in a multidisciplinary team .
i2 Ambassadorpatient and family engagement in health care delivery through the development of patient and family advisory councils across catholic health initiatives
Camille Haycok, MS, RN, Vice President, Evidence Based Practice; Catholic Health Initiatives, Englewood, CO; Earl Kinnear, RNC, FNP BC, GNP, PFAC Co-Leader; Catholic Health Initiatives, Albany, MN; Carol Wahl, RN, NEA-C, FACHE, Vice President, Patient Care Services; Good Samaritan Hospital, Kearney, NE
This presentation describes the journey of a health system of over 70 hospitals across 19 states in the development and adoption of outcomes-oriented Patient and Family Advisory Councils . Examples from the comprehensive toolkit, outcomes, and lessons learned will be shared .
developing trust: forming a Volunteer patient and family group to advise canada’s largest health care provider
Travis Enright, Reverend Canon, Patient and Family Advisory Group Member; Linda Howitt-Taylor, Patient and Family Advisory Group Member; Susan Mumme, BSc, MHS, Senior Vice President, Patient and Family Advisory Group Co-Chair; Deb Runnalls, Patient and Family Advisory Group Member; Alberta Health Services, Alberta, Canada
Participants will meet and talk with four members of Alberta’s Patient and Family Advisory Group to Alberta Health Services, the largest health provider in Canada . Learn about how vital trust and leadership are in humanizing our journey at this scale .
i3 director’s Roomthe evolution of embedding Youth facilitators into health care teams
C.J. Curran, TRS, BHA, Manager, Therapeutic Recreation & Life Skills; Dolly Menna-Dack, Patient Leader, Youth Facilitator; Holland Bloorview Kids Rehabilitation Hospital, Toronto, Ontario, Canada
This presentation will outline the history and implementation of the Youth Facilitator role . Highlights will include the process of embedding the youth facilitator into a health care team and the challenges that were overcome over the past five years .
creation of an adolescent/Young adult oncology patient work group in a pediatric hospital setting
Makenna Loerwald, Patient Council Representative; Lisa Logan, RN, MSN, CPNP, CPON, Adolescent & Young Adult Nurse Coordinator; Cook Children’s Hematology & Oncology Center, Fort Worth, TX
An Adolescent/Young Adult (AYA) Patient Council was formed to help improve the care of AYAs treated at Cook Children’s (primarily a children’s hospital/treatment center) and ensure that the real priorities of AYAs were being addressed .
We
dn
es
da
y
ag
en
da
110
C o n fer en C e S eS S i o n S
i8 diplomatshowcasing mind-body programs and practices within a patient- and family-centered framework: the lived experience
Jeanne Abatemarco, MS, RN, CNS, QTTP, Clinical Nurse Coordinator; Department of Integrative Health Programs, NYU Langone Medical Center, New York, NY; Claudia S. Martin, MSSW, LISW, Clinical Director; Vicki H. Thomas, PhD, Clinical Psychologist/Chief; Warrior Resilience Center, William Beaumont Army Medical Center, El Paso, TX; Anne Doherty-Gilman, MPH, Associate Director; Leonard Zakim Center for Integrative Therapies, Dana-Farber Cancer Institute, Boston, MA; Matthew Fritts, MPH, PMP, ERYT, Senior Program Manager; Katherine Smith, MPH, Program Manager, Optimal Healing Environments; Samueli Institute, Alexandria, VA
This session will highlight mind-body programs that have been successfully delivered and
evaluated in patient- and family-centered environments across the country . Presenters will share unique challenges they faced, and barriers to overcoming them .
i9 Congressional Abuilding a patient navigation program within general pediatrics, Version 1.0: start-up lessons from the field
Cara Biddle, MD, MPH, Medical Director and Faculty, Children’s Health Center; TjaMeika Davenport, BM, Parent Navigator; Christine Deeley-Wood, BA, Parent Navigator; Michelle Jiggetts, MD, MS, MBA, Administrator, Complex Care Program and Parent Navigator Program; Yan Orellana, BA, Parent Navigator/Padre Guia; Lisa Stewart, MA, Parent Navigator; Children’s National Medical Center, Washington, DC
This presentation is a how-to guide for creating family/patient navigation programs within primary care pediatric settings . It draws from a hospital-based medical home initiative for children with special needs yet has applications for community practices and general patient populations .
navigating a parent’s Journey through pediatric critical care
Julie Barnes, BSN, RN, Family Centered Care Manager; Karen Hawks Sanders, Pediatric Critical Care Navigator; Brenner Children’s Hospital, Winston-Salem, NC
Pediatric Critical Care Navigators serve as a gateway to the medical center and critical care experience . The program blends a parent support model with a concierge model . This dedicated support ensures basic needs are met and encourages family involvement .
i10 Forumstrategies for teaching shared decision making to mental health professionals
Gina Duncan, MD, Assistant Professor; Gareth Fenley, MSW, CPS, Certified Peer Specialist; Alex Mabe, PhD, Professor; Georgia Health Sciences University, Augusta, GA
The key to the recovery model of mental health care is a collaborative process of decision making involving the
i6 Empirecase study: the evolution of an integrated health care system’s patient- and family-centered care Journey
Anita Bilden, MAOL, Patient- and Family-Centered Care Coordinator; Dean Buresh, Patient Partner; Park Nicollet Health Services, St. Louis Park, MN
This presentation will present an in-depth case study of how one integrated health care system incorporated patient- and family-centered principles and best practices throughout the organization and the evolution of their efforts .
lessons learned: partnering with patients and families in the patient- centered medical home
Betty Girard, Patient Advisory Coordinator; MaineGeneral Medical Center, Augusta, ME; Judyann Ward, Chair; Patient and Family Advisory Council; MaineGeneral, Winthrop Family Medicine, Winthrop Pediatric and Adolescent Medicine, Winthrop, ME
Winthrop Family Medicine and Winthrop Pediatrics in Maine established the Winthrop Patient and Family Advisory Council in december of 2010 when both practices were selected to participate in the Maine Patient-Centered Medical Home Pilot Project . Since then, this group has been involved in a number of projects and initiatives in their practices, their organization, and their community . This presentation will share lessons learned and discuss the ongoing journey toward achieving their goals in implementation of Patient- and Family-Centered Care in the Patient-Centered Medical Home .
i7 Executivethe evolution of a patient safety rounds program: patient advisors at the forefront of implementation and ongoing evaluation
Aileen Killen, PhD, RN, Director of Patient Safety; Marina Lenderman, LCSW, Coordinator of the Patient and Family Advisory Program; Robin Moulder, RN, MBA, CPHQ, Patient Advisor; Alex Zimmer, JD, BA, Patient Advisor; Memorial Sloan-Kettering Cancer Center, New York, NY
Patient advisors survey patients regarding patient safety . Working with clinical staff, patient advisors develop the questions and a training regime, share results with clinicians, and incorporate the information gained in a replicable, self-improving program .
family-centered care grand rounds and patient safety: partnering to prevent harm
Kathy Conaboy, BA, Family Consultant; Annique Hogan, MD, Attending Physician, General Pediatrics; Amy Kratchman, BA, Family Consultant; The Children’s Hospital of Philadelphia, Philadelphia, PA
At The Children’s Hospital of Philadelphia, an educational series, Family-Centered Care Grand Rounds, was created where families and staff co-present to the organization to build awareness and acceptance of the value and benefits of Family-Centered Care Bedside Rounds and its strong link to improved patient safety .
We
dn
es
da
y
ag
en
da
111
C o n fer en C e S eS S i o n S
CCLS, Child Life Specialist/Training Coordinator; Susan Zill, RN, Level E; C. S. Mott Children’s Hospital, University of Michigan Health System, Ann Arbor, MI
The overarching initiative was to advance patient- and family-centered care principles in the peri-operative areas of a large children’s hospital within a university health care system by creating a patient- and family-centered care multidisciplinary committee with family partnerships .
J3 diplomatnurse bedside report: an evidence-based practice project to evaluate patient safety and patient/nurse satisfaction through nurse and family collaboration
Katherine Galgani, BSN, RN, Staff Nurse; Linda Gauvain, MSW, BSSW, BSN, RN, Manager, General Medicine III; Kathy Park, BSEd, Lead Parent; St. Louis Children’s Hospital, St. Louis, MO
Implementation of change of shift report performed at the bedside can improve parent, patient, and nurse satisfaction as well as identify potential safety issues at the time of transition in care .
family care partner — pfcc in action!
Maria Theron, RN, MSN, CCRN, Executive Director of Nursing, Critical Care Division & Emergency Department; Memorial Health University Medical Center, Savannah, GA
Our Critical Care team used an innovative approach to identify the needs of patients and families and used this opportunity as a way to expose team members who were not typically involved with families to make it happen .
j4 Executivethe family resource center: partnering with families to provide resources and services
Stacy Isenbarg, Parent Advisor/Hospital Experience Committee Chair; Jennifer Patterson, Family Liaison; Paul Seese, RN, MSN, Coordinator, Family Resource Center; Nationwide Children’s Hospital, Columbus, OH
The Family Resource Center at Nationwide Children’s Hospital is a welcome support for families . Participants attending this session will be able to identify ways to support families and patients through education initiatives, supportive programs, and services .
j5 Cabinetbuilding buy-in for the Value of peer support programs: lessons learned from a community- based program
Gayle Parks Krupa, RN, BSCN, Clinic Coordinator, Stollery Children’s Hospital Down Syndrome Medical Clinic, Alberta Health Services; Sue Robins, BA, Co-Founder, Visiting Parents Program, Edmonton Down Syndrome Society; Edmonton, Alberta, Canada
Everybody agrees that peer support is important to families, but these programs can be hard sells in the hospital . Using examples from a community-based program, this presentation will give concrete examples of the value of peer support in any setting .
patient/family and mental health provider . This presentation provides a practical road map toward teaching shared decision making to mental health providers .
i11 Congressional Btranslating Quantitative and Qualitative research into patient- and family-centered critical care improvement
Michelle Collis, Vice President, Patient- and Family-Centered Care; Cori Cohen Grant, MS, MBA, Director, Market Research; Christine Montgomery, Chair, Methodist Le Bonheur Germantown Hospital Family Partners Council; Methodist Le Bonheur Healthcare, Memphis, TN
In collaboration with family partners and others from throughout the Methodist Le Bonheur Healthcare system, a roadmap was created to transition all critical care units from traditional environments to ones in which family presence and partnership are encouraged and valued .
11:00 – 11:15 am
BREAK
11:15 am – 12:30 pm
CONCURRENT SESSIONS (J1-J11)
j1 Congressional Aa community hospital’s strategy in developing and implementing the organizational infrastructure for patient- and family- centered care
Kay Brandon, Patient/Family Advisor; Ed Piper, FACHE, Chief Executive Officer; Erin Tallman, OTR/L, MHA, Vice President, Director, Patient and Family Advocacy; Onslow Memorial Hospital, Jacksonville, NC
This presentation will share information to assist other hospitals in developing and implementing an organizational infrastructure for patient- and family-centered care through committed leadership and a partnership with patients and families .
j2 Palladiana plan to Jump start patient- and family-centered care at penn state hershey children’s hospital
Deborah Fuhrer, BA, MS, Family-Centered Care Coordinator; Linda Gilgore, Family Advisor; Penn State Hershey Children’s Hospital; Hershey, PA
This session will present findings from a survey assessment tool conducted to develop a five-year strategic plan focusing on improving patient- and family-centered programs, education, and initiatives . Presenters will share sample strategic plans, timelines, measurements, and achievable objectives .
Just do it! beginning a patient- and family-centered committee in a peri-operative area
Jan Malhoit, BSN, RN, Registered Nurse, PACU; Scott Newport, Tradesman, Parent Advisor; Julie Piazza, MS,
We
dn
es
da
y
ag
en
da
112
C o n fer en C e S eS S i o n S
j9 Forumimplementing clinical best practice for breastfeeding: caught between best practice and patient- centered care?
Deborah A. DeMarais, MD, MS, FAAP, Vice President, Service Line Physician Executive; Lora Harding Dundek, BA, MPH, Manager, Birth and Family Education and Family Support Services; Fairview Health Services, Minneapolis, MN
A multi-hospital system developed a vision to support breastfeeding infants prenatally, intrapartum, and postpartum . Unanticipated tensions arose as staff/providers struggled to balance clinical best practice, the needs of mother and baby, patient- and family-centered care, and family expectations .
j10 Regencydon’t label me “difficult”: strategies to strengthen partnerships within a pediatric patient- and family-centered care environment
Darlene Barkman, MA, Family Consultant; Rachel Biblow Leone, MSW, Director, Family Relations; Elizabeth Steinmiller, MSN, PMHCNS-BC, Clinical Nurse Specialist in Mental Health; The Children’s Hospital of Philadelphia, Philadelphia, PA
When there is conflict between patients/families and providers, the care experience can shift between being team-focused or family-directed . This presentation will share strategies for improved partnerships to bring equilibrium and ultimately, influence safe and successful care outcomes .
family as faculty: effectively using family leaders to implement patient- and family-centered care education for physicians, nurses, and ancillary staff
Sheryl Chadwick, BS, Family Centered Care Coordinator; DeeJo Miller, BA, Family Centered Care Coordinator; Children’s Mercy Hospitals and Clinics, Kansas City, MO
As recipients of care, families provide a unique perspective of the health care experience . Learn how Children’s Mercy has successfully partnered with paid and volunteer family leaders to improve the education for residents, nurses, and ancillary staff .
j11 Empiredetermining metrics for family-centered care programs: three tiers of analysis or how to figure out what to measure, how to measure, and how to report findings
Michele Ashland, BA, Lead Parent, Family Centered Care; Karen Wayman, PhD, Packard Children’s Endowed Director of Family Centered Care; Lucile Packard Children’s Hospital at Stanford, Palo Alto, CA
This session will describe a framework for determining metrics for family-centered care initiatives in health care settings . This framework utilizes a key question approach that assists both researchers and non-researchers determine “right-fit” metrics for family-centered health care programs .
j6 director’s Roomachieving a safe landing: one academic medical center’s commitment to improve patient transitions through resident engagement with patients and families
Elizabeth Shaw, BS, Family Advisor; Mauri Sullivan, MSN, RN, NEA-BC, Clinical Director, Medical Nursing Hospital; University of Pennsylvania, Philadelphia, PA
Creating and sustaining a culture of patient- and family-centered care in an adult academic medical center requires active leadership at all levels . A nurse leader and family advisor utilize forums with medical residents to connect organizational goals with patient-centered care .
j7 Congressional Bcurriculum reform for collaborative practice with families: transforming nursing education for family-focused care
Dianne Tapp, RN, PhD, Dean and Professor/Faculty of Nursing; University of Calgary, Calgary, Alberta, Canada
Implementation of a baccalaureate nursing curriculum model that incorporates a full semester of integrated courses, focused on families in transition across the lifespan and that builds competencies in collaborative patient- and family-centered care, will be presented .
j8 Ambassadorpartnering with patient/family advisors in simulated learning experiences
Marc Bertrand, MD, Associate Dean, Graduate Medical Education, Designated Institutional Official, Associate Professor of Anethesiology; Karen Blum, MA, Patient/Family Advisor; Jonathan Huntington, MD, PhD, Physician; Ellen Lones, PhD, RN, CNOR, Instructional Design/Curriculum Development Specialist; Dartmouth-Hitchcock Medical Center, Lebanon, NH
dartmouth-Hitchcock Medical Center is actively partnering with Patient/Family Advisors as subject-matter experts in
simulated learning experiences . These important professional development opportunities are being designed to facilitate the cultural change necessary to fully integrate patient- and family-centered care into every patient-care experience .
enhancing pediatric simulations with parents as actors
Karen Crow, MSEd, Coordinator of Family-Centered Care Initiatives; Mary Wolf, Lead Parent, Parents as Actors Program; St. Louis Children’s Hospital, St. Louis, MO
Family advisors at St . Louis Children’s Hospital have been embedded into clinical simulation events to add more realism to the educational experience . Overwhelming support for additional family participation in simulation has been expressed by staff participants .
We
dn
es
da
y
ag
en
da
113
C o n fer en C e S eS S i o n S
K3 Cabinetcollaboration to foster resiliency in ill children
Beth Seyda, Executive Director; Compassionate Passages, Inc., Chapel Hill, NC
While facing the challenges of their terminal or life-limiting illness, children can still smile and joke . Learn common characteristics of resilient children and understand how these can help foster resiliency when families, health care teams, schools, and the community collaborate .
K4 Congressional Abringing the invisible into focus: the View through patient- and family-centered care
Janis Oakes, RN, Patient Advisor, Institute for Clinical Systems Improvement Patient Advisory Council; Jan Schuerman, MBA, Shared Decision Making Program Lead; Institute for Clinical Systems Improvement, Bloomington, MN
Each episode of care is ripe with opportunities for patient centeredness . Yet they are often missed . Learn how to see the cues for and implement patient-centered care using tools developed by Institute for Clinical Systems Improvement (ICSI), the Patient Advisory Council, and inter-professional teams .
K5 diplomatVidant medical center, greenville, nc
creating positive first impressions to promote patient- and family-centered care
Dave Galloway, Member, Patient and Family Advisory Council; Roy Lewis, MSA, BSBA, FABC, Administrator, Patient Access Services; Leslie Spencer, Program Manager, Office of Patient-Family Experience; Vidant Medical Center, Greenville, NC
First Impressions was created, in partnership with patient and family advisors, to educate and support front-line employees in the integration of patient- and family-centered care core concepts with Vidant Medical Center’s existing mission and standards of performance .
strategic storytelling: creative approaches to driving a culture of patient- and family-centered care
Kathy Dutton, RN, Senior Administrator, Office of Patient and Family Experience; Dave Galloway, Member, Patient and Family Advisory Council; Vidant Medical Center, Greenville, NC
Hear the story of Vidant Medical Center’s integration of storytelling as a compelling strategy to support their mission and promote a culture of patient- and family-centered care . Creative and meaningful approaches to sharing stories have been implemented .
K6 Executiveempowering nicu families in infection control: production of a hand hygiene dVd
Lori Chudnofsky, RNC-NIC, NICU Assistant Nurse Manager; Stephen Zieniewicz, MPH, Executive Director; Jennifer Glick, Patient/Family Advisor; University of Washington Medical Center, Seattle, WA
12:30 – 2:00 pm
LUNCH ON YOUR OWN
Film Preview (optional) Exhibit Hall ESCAPE FIRE (Purchase lunch at Cash & Carry)
2:00 – 3:15 pm
CONCURRENT SESSIONS (K1-K10)
K1 Palladianpromoting patient- and family-centered care from mid-level management
Lisa Morrise, MA, Coordinator, Patient and Family Centered Care; Tina Persels, Family Member of Primary Children’s Governing Board; Primary Children’s Medical Center, Salt Lake City, UT
Ideally, top administration champions patient- and family-centered care . Frequently, mid-level management implements patient- and family-centered care . This presentation looks at how Primary Children’s Medical Center successfully increased senior administrative leaders’ commitment to patient- and family-centered care and the level of patient and family involvement under middle management leadership .
K2 Empireexpanding and advancing the family advisory council through an innovative structure and network of multiple specialty councils
Tamela Grass, Family-Centered Care Program Coordinator; Wendi Tipps, Parent Advisor, Family Advisory Council (FAC) Member, Neuro FAC Chair/Family-Centered Care Assistant Volunteer/Parent Mentor; Cook Children’s Medical Center, Fort Worth, TX
Expanding the efficiency and advancing the collaboration of the Family Advisory Council concept by developing a network of integrated specialty councils will be discussed in this presentation . Learn how to develop an innovative infrastructure for reporting, making formal recommendations, and sharing of ideas to take collaboration to the next level .
get ready, get set, go: building an infrastructure that supports and facilitates parent participation on Key hospital Quality committees
Stefan Agamanolis, PhD, Associate Director of the Rebecca D. Considine Research Institute, Director, Centers for Telehealth Service Design and Patient Experience Innovation; Georgette Constantinou, PhD, Administrative Director, Division of Pediatric Psychiatry and Psychology; Judy Doyle, BS, Patient Advisor Coordinator; Akron Children’s Hospital, Akron, OH
Akron Children’s Hospital uses family-centered care principles to guide our strategic planning and clinical practices . This presentation provides insight into our vision, lessons learned, and the benefits of including family members on key quality committees throughout the organization . (continued on next page)
We
dn
es
da
y
ag
en
da
114
C o n fer en C e S eS S i o n S
Joe Persichetti, Patient/Family Advisor; Vicky Persichetti, Patient/Family Advisor; Emory Healthcare at Emory University Hospital, Atlanta, GA
Our standard process for Bedside Shift Report Bundle exemplifies our dedication to patient- and family-centered care . development, implementation, and evaluation, in coordination with patient and family advisors, is crucial to this process . Assuring nursing engagement and compliance and increasing patient and family satisfaction are positive outcomes from the Bedside Shift Report Bundle .
K10 Congressional Bthe families as partners program: supporting and integrating family involvement with a paid parent position
Tessa Billman, BS, Family Coordinator; Joy Johnson-Lind, LICSW, Director of Child and Family Services; Children’s Hospitals and Clinics of Minnesota, Minneapolis, MN
The Families as Partners Program has been coordinated by a paid parent position since March 2009 . This model has stimulated program growth and provided additional opportunities to initiate and advance family involvement .
creating paid positions for patient and family leaders: salary survey results
Julie Moretz, BS, Family Leader and Director, Special Projects; Institute for Patient- and Family-Centered Care, Augusta, GA
Health care systems are increasingly recognizing the importance of establishing paid positions for patient and family leaders . Results from this recent survey offer a snapshot of the trends for actively engaging patient and family leaders as paid employees and baseline salaries for a variety of positions that support day-to-day operations .
3:15 – 3:30 pm
BREAK
3:30 – 4:45 pm
CLOSING PLENARY Regency
a call to action for innovation and transformational change
Debra L. Ness, President, National Partnership for Women & Families; Washington, DC; Elizabeth Crocker, BA, MEd, Vice President, Board of Directors, Institute for Patient- and Family-Centered Care; East Chester, Nova Scotia, Canada
Join these national and international leaders for inspiration for new ways that patients, families, citizens, health care professionals, and
other leaders can partner for innovation and transformational change in health care in the United States, Canada, and other countries around the world .
This presentation will highlight use of a collaborative, creative method to introduce critical content to families and unit visitors about infection prevention, including handwashing .
‘gabby’: how one family’s story helped to reduce catheter associated blood stream infections (cabsi) in newborn critical care centers across north carolina
Tara Bristol, MA, State Director, Program Services; March of Dimes, Raleigh, NC
Collaborative teams engaged in an initiative to reduce catheter associated blood stream infections . As part of the work to partner with families, a parent advisor shared his experience of losing his daughter to a preventable infection . Teams responded with practice changes to improve safety and quality .
K7 Ambassadorpatients and families as educators: model programs and best practices
Deborah Dokken, MPA, Consultant, Chevy Chase, MD; Sweety Jain, MD, Faculty; Lehigh Valley Health Network, Allentown, PA; Pamela Mann, MSSA, Associate Director of Programs; The Schwartz Center for Compassionate Healthcare, Boston, MA
Participants in this session will hear details of two successful programs that utilize patients or their family members as
educators of health care providers, and will learn best practices for implementing similar programs .
K8 Forumthe evolution of partnership: a patient- and family-centered Journey in pediatric rehabilitation
Heather Evans, Co-Chair, Family Advisory Committee; Laura Williams, MSW, RSW, Manager, Family Resource Centre and Client- and Family-Centred Care; Holland Bloorview Kids Rehabilitation Hospital, Toronto, Ontario, Canada
A parent and staff team from Holland Bloorview Kids Rehabilitation Hospital will lead a candid discussion about the history of family engagement, the development of the Family Leadership Program, the challenges for staff readiness along with strategies for sustainable, long-term planning .
K9 Regencyour patient and family advisors and the agency of healthcare for research and Quality selected bedside shift report bundle as their standard
Michelle Gray, RN, MN, CCRN, NEA-BC, Unit Director CCU; Carolyn Hill, MSN, RN-BC, Unit Director 5G Medical Unit;
empowering nicu families in infection control: production of a hand hygiene dVd
(continued from previous page)
no
te
s
notes
115
no
te
s
notes
116
WEdNESdAY ABSTRACTS
We
dn
es
da
y
ab
st
ra
ct
s
119
s lu g
h1designing an integrated Values-based professional practice model and patient- and family-centered care delivery model: from strategic plan to accountable results!
Alice Gunderson, Patient-Family Advisor; Mary Lynne Knighten, RN, MSN, PN, NEA-BC, Senior Director, Patient Experience and Care Delivery; Beverly Quaye, EdD, RN, NEA-BC, FACHE, Chief Nursing Officer, Vice President of Patient Care Services; St. Francis Medical Center, Lynwood, CA
Description: St . Francis Medical Center (SFMC), a 384-bed, faith-based, inner-city hospital and Level II Trauma Center in southern California which is a member of the daughters of Charity {of St . Vincent de Paul} Health System, began the journey for patient-family centered care (PFCC) in 2007 . As the largest disproportionate Share Hospital in the nation, and the only comprehensive, non-profit health care institution serving Southeast Los Angeles, SFMC serves a community characterized by significant poverty, high unemployment, poor overall health, educational deficiencies, prevalent crime and violence, high teen-pregnancy rates and lack of health insurance coverage . In addition, values-based research was conducted by the Chief Nursing Officer at the medical center when a review of the literature revealed that while Vincentian academic organizations have studied values extensively, the health care setting had little evidence to support the correlation between values and successful outcomes in a Vincentian clinical setting . The determination of congruence between the nurses’ personal values and those of St . Vincent de Paul suggests alignment between individuals’ values and those of the hospital . These research conclusions were used to develop an original professional practice model “VVOOM” or Vincentian Values Optimizing Our Mission . In 2011, SFMC is achieving PFCC spread at the macro-, meso- and micro-system levels, across service lines, and in clinical, ancillary, and support departments . Some of the tools utilized to develop both the VVOOM professional practice model and PFCC delivery model are: research methodology and instruments, multidisciplinary work teams, input from patients and families, values crosswalk and integration exercises, World Café dialogues, change management models, data-mining, strategic planning, action planning, and SMART goal-setting . There were many who said a poor hospital serving a poor community couldn’t implement a care delivery model that is patient- and-family centered and have a solid professional practice model . They would be wrong!
Outcomes: The majority of individual values ranked most important were congruent with organizational Vincentian values; nursing overall patient experience scores, measured by Press-Ganey, increased since the second quarter FY10; sustained higher HCAHPS results than national data base, and California Peer Group for six quarters since fourth quarter FY09 .
Lessons Learned: The right people in the right positions with the right messaging are needed to achieve goals and enlist support; multiple change management models and
strategies were needed at different times; choosing the first Patient-Family Advisor is a pivotal decision; PFCC can be implemented in underserved populations!
h2win-win: patient Volunteers serving as authentic, active educators in family-centered care to medical students
Erika Laszlo, Advisor, Patient Family Centered Care Program; University of Michigan Cardiovascular Center; Heather Wagenschutz, MA, Program Administrator; Office of Medical and Student Education/Family Centered Experience; University of Michigan Medical School, Ann Arbor, MI
Description: Patients have been used in medical education to teach patient-centered care for many years; however their role has been fairly passive . Patients thrive in, and literature supports, a more active and authentic role . A greater contribution could be made to student learning while also offering a greater sense of empowerment with their condition--even enhancing their relationship with health care professionals . How and where do medical schools use real patients with real health issues as an active learning tool? How do future practitioners learn to see the patient as a whole person with a focus on human values and concerns beyond just the diagnosis of their disease? A required, two-year course at the University of Michigan Medical School regularly and actively explores the experience of chronic illness from the patient’s perspective . The focus is to develop an understanding of the importance of a patient’s psychosocial environment such as family relationships, support systems, health beliefs, ethnic/cultural background, and socioeconomic status, as well as their impact on illness and its care . Families (volunteers) who participate open their lives through a series of meetings with students and give fundamental training that cannot be duplicated in a classroom or textbook . This interactive presentation will explore one approach to family-centered care learning in a medical school, the successes and challenges and impact on students and volunteers, while also concentrating on what current literature reflects about medical schools infusing patients as active, integrated educators .
Outcomes: A critical examination on how “real” patients can be effectively and regularly used in medical education/school to teach family-centered care and the benefits produced for both the students and volunteers participating .
Lessons Learned: dynamics of having a large-scale, required, two-year program in family-centered care actively utilizing chronically ill individuals; Volunteer return rate and maintenance; Student feedback on volunteer impact; and, Volunteer feedback on program participation .
NOTE: All abstracts are printed as submitted by presenter/s with little or no editorial changes .
we
dn
es
da
Y
ab
st
ra
ct
s
120
h4the role of system and advisor leadership in advancing patient- and family-centered care across multiple environments of care
Kim Blanton, Patient-Family Advisor; Sue Collier, RN, Vice President, Office of Patient-Family Experience; Vidant Health, Greenville, NC
Description: The demands for performance improvement in the health care industry require visionary, effective, and patient- and family-centered leadership . This presentation will use the IHI Framework for Leadership for Improvement to describe leadership actions and skills that advance patient- and family-centered care practices across a variety of settings (hospital, post-acute, home, physician offices, etc .) . Presenters will include a corporate executive, and a patient-family advisor who serve as system-wide leaders in patient- and family-centered care . Presenters will describe the five key-components of the IHI framework: set direction (mission, vision, and strategy), establish the foundation, build will, generate ideas, and execute change . Examples of performance improvement strategies in each component that advance meaningful partnerships among patients and families, employees, leaders, physicians, and communities will be discussed . Content will emphasize how partnerships are effective in guiding priority setting, action plan development, and evaluation . These examples will also demonstrate the skills needed by health care leaders to successfully engage advisors as change agents . The session will embrace the application of strategies across multiple experiences of care, including multi-hospital and community-based systems . Presenters will share lessons learned from the literature and their individual experiences . Participants will be encouraged to discuss their experiences in collaborating with leadership staff and advisor leaders in their organizations . Participants will be engaged in the presentation using a structured, self-assessment and action planning tool along with a facilitated question and answer session . Presenters will provide a brief case study highlighting lessons learned and outcomes of leadership experiences at Vidant Health .
Outcomes: Increased number and scope of advisor engagement in leadership roles; standardized patient- and family-centered education for employees; improved patient safety, quality, and experience metrics; expanded employee commitment to patient- and family-centered care; improved financial performance across patient-family sensitive measures; enhanced senior leader commitment to patient- and family-centered care practices .
Lessons Learned: Over-communicate the what and the why for the desired future state; make the status quo uncomfortable; building will is a life-long opportunity; recognize effort; reward outcomes; never underestimate the impact of innovation on sustaining change; spread change wide and deep across all experiences of care .
h3family experience tracers: parents on staff gathering real-time feedback through the eyes of the patient and family
Sheryl Chadwick, BS, Family Centered Care Coordinator; DeeJo Miller, BA, Family Centered Care Coordinator; Children’s Mercy Hospitals and Clinics, Kansas City, MO
Description: Background: Tracer methodology is an established program evaluation technique that can yield a greater understanding of how processes work day-to-day within an organization . The Quality and Safety department at Children’s Mercy Hospitals and Clinics in Kansas City created a care experience logic model that included four types of tracers: traditional, high-risk, patient-flow, and family experience . description: Family Centered Care Coordinators who are parents on staff collaborated with the Quality and Safety department to create a tool to capture the real-time experience of inpatient and outpatient families . National Patient Safety Goals and NRC Picker scores were utilized to formulate a set of questions to gather information from the family perspective . The open-ended questions were designed to elicit feedback from patients and families about their current experience within our system . While a traditional tracer measures the staff perception of a care experience, a family-experience tracer captures the unique perspective of the patient and family . Patient and Family Involvement: Family-Centered Care Coordinators first attended traditional tracers with the Quality and Safety Team . Based on questions they raised, the need for family experience tracers was identified . The Family-Centered Care Coordinators partnered with the Quality and Safety Team and the Patient Advocate Manager to create the family-experience tracer . Family-Centered Care Coordinators conduct 12 family-experience tracers every quarter . Methods/Activities: Family-Centered Care Coordinators randomly select a family to interview . They introduce themselves as parents on staff and have a conversation with the family, using the tracer tool as a guide . Qualitative and quantitative data is compiled into a written report forwarded to the Quality and Safety Team, the Patient Advocate Manager, and key personnel for the unit or department where the tracer was conducted .
Outcomes: Input from families has resulted in several key process improvements: patient and family education, clinic access, transition program, coordination of care, communication tools for staff, communication with patients and families, and validation process for projects .
Lessons Learned: A survey tool, using open ended questions, should be used to guide the conversation . Questions from your organization’s scorecard should be included . Administrative support is essential . Reports must be shared with key personnel who can implement change . Patients and families are comfortable talking to peers about their care experience .
We
dn
es
da
y
ab
st
ra
ct
s
121
documents the encounters in a database . The PRV/Voices Volunteers are patients and families who have been trained to engage with inpatient patients and their families and to partner with our leadership team to identify areas working well and those in need of improvement . Information is gathered in real time and brought back to unit leadership for action and trending . PRV/Voices Volunteers meet regularly with Nurse leadership at the end of their session and enter data into a database . A report is generated and shared with RN leadership and/or Patient Relations as needed . A quality and safety measurement analyst supports the work and assists in trending the data for action . data will be fed to the PFCC Advisory Council and the CHAd Family Advisory Council for work plan development/charge . The perceptions gathered provide valuable information to be used for quality and safety improvement . The Advisory Council and Advisory Board are a mix of Patient-Family Advisors, staff and leadership . These teams have the opportunity to identify quality and safety initiatives based on this data and charge it for priority action . The PRV/Voices team is co-chaired by two patient family advisors . The group meets monthly to share experiences, offer support, and ongoing education . The PFCC Manager attends these meetings . This work is a collaborative effort between the Office of PFCC and Volunteer Services . The PFCC Manager assumes responsibility . The Vice President for Patient Care provides oversight .
Outcomes: data collection and patient/family leadership collaboration provide the opportunity to develop and charge work plans . The team believes in the value provided by their efforts . Stories have been used in new nurse orientation and development of simulated training/education for the Picker “Always Events” grant . PRV/Voices members are active in both activities .
Lessons Learned: Peer interviews allow for gathering valuable information and empowering patients and families to contribute their input to help improve the hospital experience . Nursing staff feel recognized and valued as key participants in accomplishing improvements . They welcome the partnership . Patients and families feel the interview is a support to them .
h7patient education: the foundation for active patient and family engagement — how Vanderbilt built the case for a robust patient/family education redesign initiative
Marilyn Dubree, MSN, RN, Executive Chief Nursing Officer; Lynn Ferguson, BS, Member, Patient and Family Advisory Council; Terrell Smith, MSN, RN, Director, Patient and Family Centered Care; Vanderbilt University Medical Center, Nashville, TN
Description: As health care progresses toward a practice model that includes patients and families as active members of the health care team, it is important to take a close look at the information they receive . When we purchased a new interactive TV system it necessitated a review of all videos on the old system . We soon discovered
h5engaging patients in primary care redesign: strategies for success, lessons learned, and treasures unearthed
Stephanie Berkson, MPA, Director, Quality and Safety Improvement, University of Wisconsin Medical Foundation; Martha Gaines, JD, LLM, Director, Center for Patient Partnerships, Clinical Professor of Law, Principal, E2T; University of Wisconsin Health System, Madison, WI
Description: Engaging patients as partners in organizational redesign was unprecedented at the University of Wisconsin Health System prior to 2009, so they engaged consumer health advocates at Engage to Transform (E2,T) as consultant partners in the process . Based on their initial environmental scan, E2T created materials and training sessions designed to help Microsystem teams tap patient input at various levels of engagement . From focus groups and penless surveys, to patient advisory panels (PAPs) and patient-team members, patients from across the UWHealth system are joining the organization’s efforts to redesign primary care . Even before patient engagement began, staff at all levels identified significant real and perceived barriers which had to be cleared or debunked in order to proceed . We will share the capacity-building training process and materials we created, the levels and strategies for engagement, the team discernment and preparation process, successes, failures, and lessons learned working together to help transform redesign efforts at a major, academic health system .
Outcomes: After attending this session, participants will: 1) Understand some basic challenges to engaging patients in QI redesign work; 2) Appreciate quality instructional materials and capacity-building approach; 3) Be equipped to institute a patient engagement process in their organization; and, 4) Be prepared to recruit patients and orient staff .
Lessons Learned: There must be support for engaging patients at the highest levels; team discernment and preparation are key; patients must fully understand what contribution is expected; and, once patients are engaged and staff experience the value of their input, patient engagement is contagious!
h6patient and family interviews: a powerful Quality and safety improvement opportunity at dartmouth-hitchcock medical center
Nancy Bassett, BA, Patient Representative, Voices Volunteer; Licia Berry-Berard, MSW, LICSW, Manager, Patient Family Centered Care; Meg Seely, MA, Chair, Family Advisory Board, Patient Representative, Voices Volunteer; Dartmouth-Hitchcock Medical Center, Lebanon, NH
Description: The Patient Representative (PRV)/Voices Volunteer interviews patients and families in face-to-face interviews to
listen to their perceptions about their health care experiences at d-H . The volunteer helps to facilitate communication among patients, families, and staff and
(continued on next page)
we
dn
es
da
Y
ab
st
ra
ct
s
122
group has 10-12 women with similar due dates who meet together throughout pregnancy, starting between 12-16 weeks . The traditional 10-minute prenatal exam is replaced with a two-hour education and support session within a group format that includes their examination . The Center for Life at Providence Hospital serves a majority of uninsured and under-insured Hispanic and African American patients . These women commonly face language and social barriers that have traditionally kept them from the health care system . Many patients have inadequate family and social support systems and have little opportunity to learn more about care for themselves and their newborns . These women often waited for hours to be seen for a short visit in a very busy clinic . To address these issues, the CenteringPregnancy model was started in June 2007 . In the past four years, more than 1,000 women have initiated care in the CFL CenteringPregnancy Program . Each group session begins with a private medical assessment within the group space where the mother shares problems and concerns with her medical provider, and the health status of the baby is evaluated . The women participate actively by taking their own blood pressure and weight, and record these indicators on their charts . The medical assessment is followed by a facilitated group discussion on topics of interest to the women including nutrition, exercise, pregnancy discomforts, sexuality, childbirth preparation, breastfeeding, and baby care . Group participants share and learn from one another gaining empowerment, building community, and developing a partnership with their provider . Through this peer support format, more information is shared and learned than the traditional prenatal appointment could ever achieve .
Outcomes: Preterm Birth (PTB) Rate-6 .1% (U .S . PTB rate 12 .3%) Low Birth Weight (LBW) Rate-6 .3% (U .S . LBW rate 8 .16%) Group Attendance Rate-92 .4% Patients in group who are uninsured-61% Patient Satisfaction with group care: 98 .5%
Lessons Learned: Based on patient satisfaction data we now initiate 3-4 new groups per month . Patients who have developed high-risk conditions, have requested to stay in group throughout their pregnancy . We are now examining feasibility of Centering Pregnancy diabetes groups . Program support from administration is crucial for sustainability .
h9the relationship between participation in family-centered care training and communicative adaptability among medical students: changing hearts, changing minds
Lisa Rossignol, BUS, Graduate Student, Health Communication; Department of Communication, University of New Mexico; Jan Winslow, Director of Family Leadership, Parents Reaching Out; Albuquerque, NM
Description: The University of New Mexico utilizes the services of two programs: Families as Faculty (FAF) which is a division of Parents Reaching Out, a statewide non-profit interested in advocacy for individuals with disabilities, and The New Mexico Leadership Education in Neurodevelopmental and Related disabilities (NM LENd) program at the University of New Mexico, located at the
we had issues with material that did not reflect current practice . This led us to conduct an in-depth assessment of all patient education material in use in the organization . The results of that assessment revealed that there were opportunities for improvement in processes used to develop, approve, purchase, license, inventory, and document patient education across the continuum of care . The analysis revealed startling inconsistencies in reading levels, content, layout, branding of print material, and costly duplication of licensed products . A series of three re-design sessions were held with various key stakeholders in the organization that included patients and families, direct care givers, clinicians such as physicians, pharmacists, and nutritionists as well as key members of hospital administration and senior leadership . A new department of Patient Education was created that spans the entire clinical enterprise . The goal being to develop and maintain a common vision and organizational approach to patient and family education that cuts across the patient’s entire experience . A steering committee and support structure have been organized to review and approve clinical documents . All committees have active patient/family members . Several hundred internal patient education materials have been revised to a 5th grade reading level, as well as the surgical/procedural consents, Patient Bill of Rights, and the hospital consent to treat . Notably, the consent to treat was originally at the 22 grade reading level . Patient education and clear communication are essential elements to patient- and family-centered care .
Outcomes: As a result of the design shops, a new department of patient education was created that spans the entire clinical enterprise . A review structure was created that includes clinical service specific work groups; patients/family members serve on these groups . Staff has a greater appreciation for the importance of clear communication .
Lessons Learned: There is often the potential for patients to get conflicting information as they go across the continuum of care . Health care systems should look at their education across the continuum of care for consistency, and clear, appropriate reading levels . Cost savings opportunities were quickly identified when efforts were more coordinated .
h8changing lives: the patient-provider relationship in centering group care
Debra Keith, CNM, MS, Midwifery Director; Providence Hospital, Center for Life, Washington, DC; Sharon Rising, CNM, MSN, FACNM, Chief Executive Officer/President; Centering Healthcare Institute, Silver Spring, MD
Description: The CenteringPregnancy model of health care incorporates the components of health assessment, education, and peer support within a group format . This care model encourages relationship building between women, their families, peers, and providers . Each Centering
patient education: the foundation for active patient and family engagement — how Vanderbilt built the case for a robust patient/family education redesign initiative
(continued from previous page)
We
dn
es
da
y
ab
st
ra
ct
s
123
discussions with families . Comforting, empowering, and supporting families can be done through sensitive language choices .
h11follow the patient’s footsteps — a new leadership tool
Elisabeth Broegger Jensen, RN, Project Manager; Tina Lynge Lyngbye, RN Consultant; Danish Society for Patient Safety, Hvidovre, Copenhagen, Denmark
Description: Inspired by the IHI-tool “Walk-through” the danish Society for Patient Safety (dSPS) has developed a tool for hospital CEOs on how to learn from the patients’ perspective . In contrast to the IHI-tool, the emphasis is on the CEO observing rather than “becoming” the patient . The PFCC guide “Patient and family shadowing go guide” has also been an inspiration but there are significant differences . The dSPS tool has been developed specifically for hospital CEOs . The purpose of the tool is to enhance focus on patient involvement and patient safety, although there is also room for some general observations concerning waiting time, signs, logistics, and physical environment . Six themes have been selected for observation and dialogue with the patient: Reception at the hospital, communication, information relevant to treatment, patient safety, shared decision making, and physical environment . The tool was pilot tested on eight hospital CEOs in denmark . As a result of the pilot test, the tool has been revised and since distributed to all hospital CEOs in denmark . The national implementation follow up will be presented . “Following in the patient’s footsteps” is part of a broader countrywide danish initiative named “Safe Patient” . The aim of the initiative is to create a safer health care system in denmark by developing and implementing different tools designed to make it easy for patients and health care professionals to communicate and cooperate .
Outcomes: The tool was very well received among the hospital CEOs . They all found the tool very useful in learning from the patient’s perspective . Some described it as an “eye opener” and have decided to use the tool on a regular basis .
Lessons Learned: The pilot test showed it is important that the tool is easy to use, which includes being short, clear, and comprehensive . The purpose and focus of the tool should also be very clear . Hospital CEOs were able to use the tool without prior preparation .
i1transforming health care together — stories from australia
Susan Biggar, BA, MA, Board Member; Catherine Crock, MD; Bachelor of Medicine, Bachelor of Surgery, Executive Director; Australian Institute for Patient & Family Centred Care, Melbourne, Victoria, Australia
Description: We use three examples of the work we are doing to promote patient- and family-centred care in Australia, based on our founding pillars: 1) Partnerships
Center for development and disability . Families who have a child with a disability welcome a medical student from the University of New Mexico into their home for an informal visit in which the family talks openly about their collective experience with various practitioners and medical systems . Following an extensive literature review, I concluded that there was a need to establish measurements for the actual skill acquisitions that may occur as a result of family-centered care (FCC) training . duran’s (1983) Communicative Adaptability Scale (CAS) has been used in very limited studies but it has a high reliability and has been used on university students by Long & Anarbaeva (2008) which makes it a strong devise for measuring FCC practices . This study is designed to be a quantitative, parametric study of medical students at the University of New Mexico’s College of Medicine beginning in August 2011 through May 2012 which will likely result in approximately 100 participants . This study will address the following question: RQ1: does Family-Centered Care Training result in increased communicative adaptability by medical students?
Outcomes: Unknown, as it may yield quantitative data that students who participate in this type of education are acquiring a specific skill-communicative adaptability .
Lessons Learned: It may prove what patient- and family-centered care (PFCC) training actually does or might suggest that these programs might need to be examined to determine if they are or could produce any testable skills .
h10overheard: what we say, what we mean, what families hear
Kara Gilardi, MPH, Regional Director; March of Dimes NICU Family Support, Chicago, IL
Description: Patients and families have lifelong memories of their experiences in health care . Something that is often etched in their minds are words said to them - especially words that were either momentously comforting or those that were incredibly hurtful . This facilitated, interactive session will examine real-life words said to families in NICUs throughout the nation . Together we will examine the intent versus impact of what was said and identify language choices that would have been more helpful and sensitive . This experiential session enables families and professionals alike to remember and share their own health care experiences, what made them comforting or distressing, and how things might have been done differently . For family-centered care champions and naysayers alike, this session provides enlightening information and perspective to all who attend . Addressing common conflict resolution techniques, body language, and other issues of sensitivity and language, this experiential presentation is transformative .
Outcomes: Following their NICU experiences, parents forever remember powerful statements said to them and whether they hurt or healed .
Lessons Learned: There are simple, important strategies to approaching the most basic to the most difficult of (continued on next page)
we
dn
es
da
Y
ab
st
ra
ct
s
124
which included representatives from all the Hospital’s consumer councils, other than the Youth Advisory Council (YAC) . This was done at the suggestion of FAC members in their 2009 annual evaluation . Many aspects of the Program are unique to CHW in New South Wales and Australia, or were first done here . This includes Families Online, an online consultation group that enables consumers to be involved in improvement from the comfort of their homes; the Consumer Participation Conference, a day for staff and consumers to come together, network and learn from each other; the YAC; and the Family-Centred Care Orientation Video .
Outcomes: By the end of 2010, the Program had expanded significantly . For example, consumer involvement at CHW has increased significantly, with the number of consumers on committees growing by 360% since 2008 and the number of staff consultations with the Family Advisory Council increased by over 650% from 2008 to 2010 .
Lessons Learned: This multi-media presentation describes the various elements of our consumer participation and partnerships program, strategies to increase partnerships with consumers, and shows how bringing together staff and consumers needs to happen in many ways: on paper, face-to-face and on line .
i2patient and family engagement in health care delivery through the development of patient and family advisory councils across catholic health initiatives
Camille Haycok, MS, RN, Vice President, Evidence Based Practice; Catholic Health Initiatives, Englewood, CO; Earl Kinnear, RNC, FNP BC, GNP, PFAC Co-Leader; Catholic Health Initiatives, Albany, MN; Carol Wahl, RN, NEA-C, FACHE, Vice President, Patient Care Services; Good Samaritan Hospital, Kearney, NE
Description: Notable health care organizations (AHRQ, IFCC, IHI, IOM, Planetree, IOM, and The Joint Commission) have made recommendations to health care systems and facilities to develop structures and processes that create and promote patient partnerships which contribute to the design and delivery of health care services . Catholic Health Initiatives (CHI), a national health care system of more than 70 hospitals and extended care facilities in 19 states, implemented a National Patient Advisory Council to identify national customer service priorities . In 2010, this Council recommended to the National Board of Trustees a proposal for every hospital/facility within CHI to implement local Patient and Family Advisory Councils (PFAC) to identify opportunities for quality, safety, and patient experience improvements . In 2010, a PFAC evidence-based practice team was formed that included representatives from the National Patient Advisory Council, with multidisciplinary representation from local CHI markets . This team met weekly to design a comprehensive PFAC toolkit that could be utilized across various settings . Process, structure, person-centered, and outcome metrics were built with the intent to guide implementation and determine success . Key criteria included the selection of a patient/family co-lead
between the health care system and patients and families is a critical element of improving patient- and family-centred care . We describe the evolution of a Family Advisory Council at the Royal Children’s Hospital in Melbourne . We present some of the successes and challenges we have faced and how this is shaping the future of partnerships in this iconic organisation . 2) Building the right culture . It has been recognised in recent years that the health care culture for staff must be safe and supportive in order to achieve progress in patient- and family-centred care practices . We present the story of a patient-centred education project developed by multidisciplinary team members in a large metropolitan health service and its outcomes . This project was funded by hospital insurers and examined what factors contributed to the incidence or severity of preventable adverse events . The relationship between hospital leadership engagement will also be explored and the outcomes of an economic impact study will also be presented . 3) A healing environment can take many forms from the build environment to music and art . We present the story of a co-design process at John Hunter hospital in NSW which used direct patient and family involvement in designing a new front of house area for John Hunter Hospitals emergency department . We share the wonderful results . The Australian Institute of Patient- and Family-Centred Care journey will be shared with emphasis on the lessons learned .
Outcomes: This session aims to equip participants with knowledge about the pillars of the patient- and family-centred care “movement” in Australia . We explore some of the challenges to achieving this, in a country grappling with a national approach to improving health care, using vignettes to demonstrate .
Lessons Learned: Engagement of leadership is vital to the success of this effort; Changing culture in health care takes time and must be targeted; and Involving patients in design needs to be genuine, not tokennistic .
achieving patient- and family-centred care through consumer participation
Elizabeth Harnett, Head of the Clinical Governance Unit; The Children’s Hospital at Westmead; Sydney, New South Wales, Australia
Description: The program offers resources, training, and support to both staff and consumers, to make consumer participation effective and successful .The Program grows organically, guided primarily by staff and consumer demand, interest, and resources . New staff training workshops were developed as per their request for additional support in consumer participation . New fact sheets for staff were created and existing ones updated . A Consumer Participation Policy and Guidelines have been developed, further embedding consumer participation in the Hospital’s culture and practice . New consumer advisory councils give staff and consumers more ways of working together . Training for consumers was also offered in 2010,
transforming health care together — stories from australia
(continued from previous page)
We
dn
es
da
y
ab
st
ra
ct
s
125
there are no political appointments . Each Advisory Group member (staff, leaders, and advisors) relies on one another to foster the art and skill of sharing life experiences in health care to effect improvement in a complex system . This session describes how leadership and trust help realize the vision that the Advisory Group be organically created and enable this group to have a humanizing influence within a very large and unwieldy organization .
Outcomes: One of our most important outcomes to date is our creation and implementation of a living, quantifiable work plan which allows the Advisory Group to respond at a grassroots level to specific issues that address improvements to patient experience across Alberta .
Lessons Learned: Advisors have learned about developing and sustaining cohesive relationships that allow for the intrinsic, and sometimes elusive differences in clarifying the advisory vs . advocacy function . It is a trusting and vulnerable journey of studying issues together to improve and standardize patient- and family-centred care and experience while maintaining accountability .
i3the evolution of embedding Youth facilitators into health care teams
C.J. Curran, TRS, BHA, Manager, Therapeutic Recreation & Life Skills; Dolly Menna-Dack, Patient Leader, Youth Facilitator; Holland Bloorview Kids Rehabilitation Hospital, Toronto, Ontario, Canada
Description: Holland Bloorview Kids Rehabilitation Hospital is Canada’s largest pediatric rehab teaching hospital . Its client population includes children and youth with specialized orthopedic needs, complex continuing care, and acquired brain injuries . In 2006 a paid Youth Facilitator role was advocated for and successfully added to the organization . The objective of this presentation is to provide an in-depth look at the role of the Youth Facilitator (YF), and how to embed within health care organizations . Evidence based on an extensive literature review highlighted that youth and families value learning from peers who have lived similar experiences . The YF role is guided by the belief that it is critical to collaborate with clients and families . Having Youth Facilitators as team members enriches the understanding of the patient experience . A Youth Facilitator is a young adult with a disability who works with youth and families to help them prepare for transition to adult life . The key considerations in embedding the role in clinical practice will be shared . The YF role serves as a constant reminder that every treatment decision requires the active participation of the client, their family, and the team . By sharing information and actively engaging with clients, they gain skills and knowledge necessary to manage their own health care . Over the past five years the role has evolved into a well-defined component of clinical programming . Examples of this include opportunities for families and clients to meet with a Youth Facilitator in transition clinics, during the delivery of life skills programming, and direct involvement in the Youth Advisory Council . Youth Facilitators participate in program planning,
of each council, with the development of person-centered priorities approved by the hospital’s leadership teams and communicated to their respective Board of directors . The National PFAC reviewed the priorities of each CHI hospital and developed national strategies to address common issues . The National PFAC was able to gather actionable data from local facilities to expand national strategies as a result of the person-centered partnerships that were developed . The journey toward person-centered care and patient/family engagement in areas of quality, safety, and patient experience continues .
Outcomes: This national impetus toward implementation of evidence-based PFACs was achieved over one year with a standardized PFAC process and structure . Successful outcomes at the local hospitals were documented . Local patient and family engagement identified innovations and common issues, which helped guide national priorities for quality, safety, and patient experience .
Lessons Learned: National priorities are best identified with local patient and family involvement . differences between rural and urban implementations of a PFAC are evident . Patient or family involvement at board level promotes a local focus on clinical care . National support with local engagement can lead to rapid cycle change .
developing trust: forming a Volunteer patient and family group to advise canada’s largest health care provider
Travis Enright, Reverend Canon, Patient and Family Advisory Group Member; Linda Howitt-Taylor, Patient and Family Advisory Group Member; Susan Mumme, BSc, MHS, Senior Vice President, Patient and Family Advisory Group Co-Chair; Deb Runnalls, Patient and Family Advisory Group Member; Alberta Health Services, Alberta, Canada
Description: Meet three, lay Patient and Family Advisors and a staff leader who not only support the work of a Patient and Family Advisory Group but who actually trust that their work as volunteers will make a difference in a huge and unwieldy health service organization . The Advisory Group was formed in the fall of 2010 under the Quality and Healthcare Improvement (QHI) division of Alberta Health Services (AHS) and was charged with the responsibility of advising on both policies and strategies to improve patient experience and safety . Sixteen Patient and Family Advisors from across the vastness that is Alberta meet in person regularly to partner with the largest single employer in Alberta and the largest health care provider in Canada . Health programs and services are offered by Alberta Health Services at 400 facilities throughout the province, including hospitals, clinics, continuing care facilities, mental health facilities and community health sites . We are Canada’s first province-wide, fully integrated health system with 117,000 health professionals, support staff, 15,000 volunteers, and 7,400 physicians who promote wellness and provide care every day to 3 .7 million Albertans, as well as to surrounding provinces and territories . The group has accountability through the co-chair (Senior Vice-President of Quality and Health Care Improvement) to the Chief Medical Officer and AHS’s Chief Executive Officer; it should be noted that (continued on next page)
we
dn
es
da
Y
ab
st
ra
ct
s
126
mutual discussion and collaboration between the AYA peers and staff . AYAs found support in recognizing common experiences, issues, and concerns . Additional work groups with different patients are planned as the program develops.
Outcomes: Already changes have been made in the design of the new oncology area including clustering AYA patient rooms, creation of an AYA socialization hub for the hospitalized patients, and a decorating closet for the patients to use to make the inpatient rooms less childlike and more AYA friendly .
Lessons Learned: Patients told us they want information, humor, adult-level communication, peer interaction, and places to socialize and connect . The short-term commitment fits well into the AYA lifestyle . Plans are under way for a parent work group this summer . This model can be easily replicated in other settings .
i4family mentoring tlcs: talking, listening, caring, sharing
June Sharkey, RN, Shift Nurse Manager; Maria Walker, LCSW, Social Worker; Cathy Wright, MEd, Patient Advisor; Emory University Hospital, Atlanta, GA
Description: By providing role modeling, information/referral services, and empathy, the Emory Care Mentor Program gives support and resources to current family members of patients in the Neurointensive Care Unit at Emory University Hospital in Atlanta, Georgia . Modeled after the American Stroke Association, and partnered with the Brain Injury Association of Georgia, a program has been developed where former neurological patients, family members, nurses, family coordinators, and a social worker meet weekly with family members of brain-injured patients . This team also educates future mentors . Conducted by current mentors, the education class includes: the philosophy and expectations of patient/family centered care, characteristics of a mentor, guidelines for making a visit and safety tips, listening skills, do’s/don’ts of talking with families, the handling of challenging situations, and role playing . The Family Action Board has also developed a process to recruit new mentors . during the weekly visits, the mentors listen, answer questions, and distribute a package of resource materials . The mentors also refer the family members to education power points developed by the nurses and Family Action Board on such subjects as strokes, aneurysms, seizures, and anatomy of the brain . Current family members can share their experience with someone who can directly relate to what they are going through, as well as learn some practical tips on moving forward . The Emory Care Mentor Program has provided support for the families of brain-injured patients through the dedication of former patients/family members volunteering their time to assist others who are currently experiencing what the mentors have dealt with in the neurological intensive care unit .
Outcomes: The feedback obtained by the weekly visits with the Emory Care Mentors has been positive and follow-up
development and delivery . Their role is to keep a pulse for the organization in meeting the changing needs of clients an their families . Health care professionals will take away concrete strategies for embedding a peer role within their organization .
Outcomes: Outcomes shared in presentation will include: Positive role modeling during the transition to adult life; building capacity in clients and families; clients actively engaging in their own transition and health care; and, demonstrated surge in number of youth with disabilities involved in organizational projects and strategic planning .
Lessons Learned: Securing sustainable funding for YF role; role development and subsequent formalized job description articulating scope of practice; negotiating the tensions and balance between being an “employee “ and a “client”; and recognizing that “client” lens and lived experience is at the heart of the role .
creation of an adolescent/Young adult oncology patient work group in a pediatric hospital setting
Makenna Loerwald, Patient Council Representative; Lisa Logan, RN, MSN, CPNP, CPON, Adolescent & Young Adult Nurse Coordinator; Cook Children’s Hematology & Oncology Center, Fort Worth, TX
Description: Adolescent and Young Adult (AYA) Oncology is an emerging field . These patients, aged 15-39, often feel their needs are not met as they are caught between the two worlds of pediatric and adult oncology . A recently developed Adolescent/Young Adult Oncology program is being built to address the unique needs of this population . Cook Children’s Medical Center is a free-standing, non-teaching, 288-bed tertiary institution currently undergoing expansion which will increase bed capacity to 350 . Because of our organizational commitment to Family-Centered Care we believe it is important to include AYAs in the development of the program and in the planning for our new inpatient/outpatient oncology area . Knowing the busy lifestyle of this age group, we decided to initially form a short-term AYA patient work group to collaborate in identifying and addressing the real priorities of AYAs with cancer . METHOdS: A group of patients were contacted to see if they were interested in participating in a short-term, monthly working group over a four to six month time period . Criteria included age (16-30) and being treated for cancer at Cook Children’s as an adolescent or young adult (rather than a childhood cancer survivor who is now an AYA) . There were six AYA patients who attended meetings . These patients represented a variety of stages in their therapy and recovery . Two-hour monthly informal dinner meetings were held with a different topic included each month . Topics covered the care environment, communication and connectivity, staff AYA clinical and behavioral competencies, social and psychological support, and age appropriate educational materials . The format encouraged
the evolution of embedding Youth facilitators into health care teams
(continued from previous page)
We
dn
es
da
y
ab
st
ra
ct
s
127
Lessons Learned: Increased staff understanding of viewing the patient in context of a larger group was realized through family training . Staff fears that family involvement would result in heightened vigilance and scrutiny of providers did not materialize . To sustain change, continued training of current employees and on-boarding of new hires is required .
i5the ride of Your life
Marnie Dyer, Parent Support Coordinator; Maureen Heald, Parent Support Coordinator; Rachel Houck, LCSW, Social Worker; Elizabeth Moll, RN, MSN, CPNP, Developmental Care Specialist; Vicki Smith, RN, Parent Educator; Children’s Hospital of the King’s Daughters, Norfolk, VA
Description: As we transitioned to a patient- and family-centered care (PFCC) unit, one of our biggest challenges at CHKd’s NICU was encouraging nurses to embrace PFCC principles, because it’s what is best for the baby and family . To gain the attention of a somewhat reluctant audience, our multi-disciplinary team developed a game called The Ride of Your Life: an interactive educational tool for NICU staff . The purpose of the game is to enable staff to empathize with the needs of NICU parents as they “experience” the NICU journey and to respond to those experiences in a PFCC manner . The game is designed for groups of 4 – 6 players . The game board is designed as a roller coaster, because the ups and downs of the NICU are often compared to riding an emotional roller coaster . Players are given a roller coaster car and choose their baby (term or preemie) . As the game progresses, they discover additional information, such as the family’s social situation, religious beliefs and values, and cultural background . New development Cards are drawn throughout the game and include changes in the baby’s medical status, new diagnoses, admissions, surgeries, codes, and deaths . Players must continue to respond to New developments in a PFCC manner . The game provides opportunities for discussion, collaboration, and communication . NICU Life Cards are selected when players land on certain blocks . These are open-discussion cards which present players with situations that could cause conflict between staff and families, like control, policies, family dynamics, and medical challenges . Points are given when positive PFCC decisions are made as a result of NICU Life discussions . Extra PFCC points can be earned for encouraging parent participation in physician rounds, support programs/activities/classes . The game continues until one player reaches Shift Change . Whoever has the most PFCC points is the winner .
Outcomes: We discovered that the game resulted in positive changes in our NICU . Nurses felt that they were better able to “put themselves in the parents’ shoes” and consider how they would like to be treated in a similar situation . Nurses felt that teamwork and communication between staff and families increased .
Lessons Learned: Surveys completed by nurses who played the game showed they had a better understanding
care is directed to the social worker . After the training class for the mentors, surveys reflected that the attendees felt prepared to meet with current family members .
Lessons Learned: Since the first Emory Care Mentor meeting in May, 2009, the program has continued to evolve . Initially offering bi-monthly meetings, an education class and recruitment processes were developed to train mentors to expand the program to weekly meetings for current family members .
a new collaborative strategy: including the family as partners in care
Patricia Brown, DNP, APN-BC, CNS, CCRN, Practice Manager, Neurosciences and Orthopaedics; Karen Burnett, MBA, MS, Member, Patient and Family Advisory Council and Consumer Advocate, Volunteer Services; Northwestern Memorial Hospital, Chicago, IL
Description: The model of patient care at Northwestern Memorial Hospital in Chicago, Illinois was recently expanded to include family, friends, and caregivers as partners in care . Enhancements included implementation of flexible visiting hours, improved communication between the family and health care team, patient/family involvement in care and goal setting, and the creation of the Patient and Family Advisory Council . The findings from a research study conducted in the intensive care setting (ICU) showed significance in satisfaction levels that were attributed to the elements of the new patient- and family-centered model . due to its effectiveness in guiding the provision of safe and effective care, the new model was expanded to all patient care areas and involved all health care disciplines . Focus groups of patients, families, and health care team members were conducted to gather information about existing relationships . Based on the data, e-learning training was designed to help the team understand illness and hospitalization from the family perspective, and to identify interventions that engage patients and families in the plan of care . Each division then developed unit-specific strategies to include and inform both patients and families . Ideas were then submitted to the advisory council for member input . Some anticipated benefits in having a standardized model of care delivery across the organization are: improved interdisciplinary collaboration and communication to enhance patient and family care and optimize patient outcomes; improvement of quality indicators toward achieving top decile performance (e .g ., reduction in patient falls, pressure ulcers, delirium, deep vein thrombosis); heightened interdisciplinary engagement with patients and families; increased patient and family satisfaction, and enhanced interdisciplinary team engagement and satisfaction .
Outcomes: Research findings in the ICU showed increased satisfaction between groups for family encouragement, nurse availability, visiting hours, spiritual support, privacy needs, and overall quality of care . data collection for patient/family satisfaction in the inpatient setting is ongoing .
(continued on next page)
we
dn
es
da
Y
ab
st
ra
ct
s
128
i6case study: the evolution of an integrated health care system’s patient- and family-centered care Journey
Anita Bilden, MAOL, Patient- and Family-Centered Care Coordinator; Dean Buresh, Patient Partner; Park Nicollet Health Services, St. Louis Park, MN
Description: Patient- and Family-Centered Care (PFCC) first appeared at Park Nicollet with the Health Care Home initiative . As a leader in Health Care Home certification (first certified site in the state) the evolution of Patient- and Family-Centered Care in the organization has most recently manifested itself in the form of a PFCC Coordinator paid position . As an organization highly focused on process improvement, patients and their families have provided a presence and perspective on a number of improvement events, some of which will be highlighted in the presentation . A patient partner and PFCC Coordinator will walk through the Park Nicollet journey, share successes, talk candidly about challenges, and summarize lessons learned . The growth and evolution of the following will be defined and highlighted, organized in chronological order: Use of patient and family partners; storytelling to board involvement . We will examine the role of senior leadership including: messaging, modeling behavior, and the overall positioning of PFCC for success . The voices of those instrumental in advancing PFCC at Park Nicollet will be incorporated into the presentation .
Outcomes: Better understand the challenges and opportunities of incorporating PFCC core principals across a large, integrated health care system . Tactics and best practices used in advancing the role of patient advisors . Greater understanding of one organization’s process and growth for advancing PFCC efforts .
Lessons Learned: PFCC is truly a journey not a destination . The importance of leadership in the overall success of PFCC efforts . How one organization evolved from pockets of patient involvement to increased opportunities for patients and families as well, created a cohesive infrastructure to foster an environment of PFCC .
lessons learned: partnering with patients and families in the patient- centered medical home
Betty Girard, Patient Advisory Coordinator; MaineGeneral Medical Center, Augusta, ME; Judyann Ward, Chair; Patient and Family Advisory Council, MaineGeneral, Winthrop Family Medicine, Winthrop Pediatric and Adolescent Medicine, Winthrop, ME
Description: Betty Girard, Patient Advisory Coordinator and Judyann Ward, Chair of the Winthrop Patient Advisory Council of Winthrop, ME, will discuss lessons learned in the quest to become a Patient Centered Medical Home . They will share their ongoing and upcoming initiatives, and successes . Some of the projects covered will be the Blue Folder—a care coordination effort that is now being used system wide to help coordinate care for patients with multiple chronic conditions or medications, the Medicine Bag—medication reconciliation effort where a bag is
of the core concepts of PFCC, they expressed more empathy and sensitivity to families, and they were better equipped to partner with the parents .
engaging families in the development and study of a model of family integrated care in the nicu
Karel O’Brien, MD, FRCPC, Staff Neonatologist; Kate Robson, BA, MEd, ADR Certificate, Veteran Parent; Mount Sinai, Toronto, Ontario, Canada
Description: Following a site visit to Tallinn Estonia a multidisciplinary steering committee was formed with membership of three parents of NICU graduates, bedside nurses, a parent educator, a lactation consultant, a social worker, and a staff physician, to translate the principles of the care model into our setting . A programme coined TLC was developed (“Teach, Learn, and Care”) a model to integrate the family into our NICU care team . Core pillars of the programme were identified: 1) parents becoming an integral part of the medical care team, which involves providing care to their infants, presenting their infant’s report on rounds and participating in medical decision making; 2) nurses becoming an educator and facilitator of the parents’ new role; and, 3) the provision of institutional and social supports for the model . To build these pillars, foundational workgroups were developed: 1) education; 2) space/physical/social support; 3) research and evaluation . Parents were co-leads on all the workgroups . Over six months a full research proposal was developed and submitted to the research ethics board . The application outlined the proposed model and the preparation and support required to pilot the model in our NICU . The preparation included education of the staff and parents for their new role . The support provided for participating parents included veteran parent buddy support, parking and food subsidies, and rest space in the hospital . The veteran parent buddy role was developed whereby the parents involved in the development of the programme took an active role in supporting and educating parents in the pilot study .
Outcomes: The model continues to be adjusted and refined in an iterative way, responding to the patients, staff, and steering committees reflections on what is and is not working . A toolkit is being developed to enable translation to other settings . Infant, family, and nursing outcomes are also being evaluated .
Lessons Learned: Families were engaged throughout the development of this model of care and such engagement underlies the success of the pilot study . The toolkit developed is likely to be adaptable to many different settings in North America . Further evaluation of the model will be required to justify its broad application .
the ride of Your life
(continued from previous page)
We
dn
es
da
y
ab
st
ra
ct
s
129
the training . The PSAC developed an 11-point survey for inpatients and outpatients targeting specific safety-related topics, including hand hygiene observation, medication safety, comfort and confidence in care, and coordination of care issues . In 2009, the PSAC implemented the PSRP on an inpatient surgical floor . Our evaluative measures for MSKCC staff, patient advisors, and current patients, demonstrate that PSRP is a successful patient-centered program that can be replicated in other health care centers .
Outcomes: Currently, the PSRP covers all MSKCC inpatient floors and outpatient centers . Patient Advisors have collected over 230 patient surveys which show 99% overall confidence in MSKCC care . Clinician response surveys demonstrate that the PSRP contributes to a better understanding of patients’ safety concerns .
Lessons Learned: The PSAC has learned that new approaches are needed to elicit safety concerns . Asking closed-ended questions limits richness of response and leads the patient to submissive answers . Consequently, the PSAC added more open-ended questions and more detailed questions about the roles of various clinicians in ensuring safety .
family-centered care grand rounds and patient safety: partnering to prevent harm
Kathy Conaboy, BA, Family Consultant; Annique Hogan, MD, Attending Physician, General Pediatrics; Amy Kratchman, BA, Family Consultant; The Children’s Hospital of Philadelphia, Philadelphia, PA
Description: Family-Centered Care has been proposed as a goal of the American Academy of Pediatrics as well as the Institute of Medicine . A major component of this approach is family-centered (FCC) bedside rounds . The AAP has recommended incorporating family-centered care into all aspects of practice and has further recommended that rounds should take place at the patients’ bedside with family present . FCC Grand Rounds are designed to educate CHOP physicians, fellows, residents, advance practice nurses, nurses, and other allied health professionals on the value, benefits and best practices of Family-Centered Care . Participants hone skills to develop and promote partnerships between families and their child’s health care team . The Family-Centered Care consultants collaborated with Patient Safety to amplify the message, and highlight the safety benefits of family inclusion on bedside rounds . data of numerous, actual near-miss patient safety events, in which families have intervened, will be reviewed . Actual experiences will be shared by families, nurses, and doctors . The result: FCC Grand Rounds and Safety M&M presents: “Partnering to Prevent Patient Harm .” Participants will learn strategies to implement FCC bedside rounds to foster partnerships with families and patients and improve patient safety .
Outcomes: Via survey feedback: 97% said they “somewhat agree” or “agree completely” that Family-Centered Care Grand Rounds provided family-centered, patient safety-
provided for patients to bring medications to appointments so that reconciliation of the patient’s medication list can be provided by office personnel . This is especially helpful for patients who see multiple providers or specialists or have difficulty with their medications . Way Finding tours—in MaineGeneral hospitals and off site campuses resulted in changes in signage at both hospitals and maps being distributed to practice sites to be given to patients who were being scheduled for tests there . Betty and Judy will discuss the importance of sharing the results of Council and Workgroup efforts with the patients and the practice and the importance of celebrating “wins” to sustain interest and ongoing participation as member of the Advisory Council .
Outcomes: To understand the impact that a Patient and Family Advisory Council can have on Primary Care and an organization as a whole; and, to explore the role of the PFAC in the PCMH model and review the work of one such council on a Health Care Organization in Maine .
Lessons Learned: Patients as advisors can have an impact on organizations and health systems as well as on their own practices; that what patients want is not necessarily what health care systems think they want; and, that the changes made, due to input from patients and families, don’t have to be costly or disruptive .
i7the evolution of a patient safety rounds program: patient advisors at the forefront of implementation and ongoing evaluation
Aileen Killen, PhD, RN, Director of Patient Safety; Marina Lenderman, LCSW, Coordinator of the Patient and Family Advisory Program; Robin Moulder, RN, MBA, CPHQ, Patient Advisor; Alex Zimmer, JD, BA, Patient Advisor; Memorial Sloan-Kettering Cancer Center, New York, NY
Description: The World Health Organization recognizes the necessity of patient participation in improving patient well-being and the efficacy of the health care system at large . This recommendation in conjunction with the consumer movement of the 1960s, initiated a shift in health care from a “disease-centered model” to a “patient-centered model .” This cultural shift has redefined the patient role to include active participation in the evaluation of patient safety and quality care in health care . Memorial Sloan-Kettering Cancer Center (MSKCC) employs the central concepts of the patient-centered model in the implementation and ongoing evaluation of the Patient Safety Rounds Program (PSRP) . The Program was created by MSKCC’s Patient Safety Advisory Council (PSAC), a multidisciplinary team of inpatient and outpatient staff, patient advisors, and safety staff . The mission of the PSAC is to integrate the patient perspective on patient safety concerns at MSKCC . Patient Advisors are patients who have been treated at MSKCC and caregivers . They are the catalysts for the implementation of PSRP . Today, the PSRP clinicians and Patient Advisors train new Patient Advisors in a half-day training session, which addresses communication skills, systemic issues and staff feedback loops . The key to training autonomous patient advisors for PSRP has been substantial depth of information and systems transparency throughout
(continued on next page)
we
dn
es
da
Y
ab
st
ra
ct
s
130
Program and Parent Navigator Program; Yan Orellana, BA, Parent Navigator/Padre Guia; Lisa Stewart, MA, Parent Navigator; Children’s National Medical Center, Washington, DC
Description: In late 2009, the Children’s Health Center (CHC), the pediatric primary care division of the Goldberg Center for Community and Pediatric Health at Children’s National in Washington, dC, piloted the CHC Parent Navigator Program, the first navigation program within the our multi-site regional medical center . Staffed by four parents of children and youth with special health care needs, the program provides customized, non-medical peer support to caregivers of children with chronic and complex medical conditions . The program strives to help families reduce the daily stress of ongoing care-giving, to increase their comfort with and quality of care-giving, and decrease patients’ need for acute care visits and hospital stays . In practice, Parent Navigators function as an access point for families and patients to acquire comprehensive and coordinated care within a medical home, where they can gain advocacy and self-management skills that enable stronger parent/provider partnerships . Navigators provide direction on how to effectively maneuver through the Children’s National systems and serve as a link to community and government programs, educational services, grants, trainings, and other opportunities . Navigators also facilitate communication across a long chain of providers that include decentralized specialists, equipment and supply vendors, insurance companies, and school systems . Fundamental to the program’s success is the quality of emotional support that is extended . Navigators now serve on the frontline of quality improvement and resident training initiatives across our medical system, helping to reshape care delivery by providing insights from system-user perspectives . In our presentation, we will describe the journey of taking the Parent Navigator Program from an idea to a vibrant model of family care integration . We will share what we have done well, describe our missteps, and offer advice for practitioners interested in developing similar programs .
Outcomes: Increased delivery of medical home services for special needs family (i .e ., better care coordination, improved access, whole person orientation); high family satisfaction based on monthly telephone surveys; increased family involvement on institution-wide committees; and, replication of navigator programs within institution .
Lessons Learned: Frame within broader quality improvement initiatives; budget for program development – training, data collection tools, etc .; salaries sufficient to reduce high turnover risk; create a flexible work environment; multidisciplinary collaboration is essential; pay attention to boundaries – medical, social work, interpersonal relationships .
based strategies for interacting with families . 94% said our joint session with the patient safety team showed that Family-Centered Care bedside rounds contribute to improved patient safety .
Lessons Learned: Our interdisciplinary approach to Family-Centered Care Grand Rounds is an effective way to build awareness and ultimately acceptance over time about the positive impact family presence can have on family-centered care and improved patient safety, especially through participation in bedside rounds .
i8showcasing mind-body programs and practices within a patient- and family-centered framework: the lived experience
Jeanne Abatemarco, MS, RN, CNS, QTTP, Clinical Nurse Coordinator; Department of Integrative Health Programs, NYU Langone Medical Center, New York, NY; Claudia S. Martin, MSSW, LISW, Clinical Director; Vicki H. Thomas, PhD, Clinical Psychologist/Chief; Warrior Resilience Center, William Beaumont Army Medical Center, El Paso, TX; Anne Doherty-Gilman, MPH, Associate Director; Leonard Zakim Center for Integrative Therapies, Dana-Farber Cancer Institute, Boston, MA; Matthew Fritts, MPH, PMP, ERYT, Senior Program Manager; Katherine Smith, MPH, Program Manager, Optimal Healing Environments; Samueli Institute, Alexandria, VA
Description: This workshop will highlight mind-body programs that have been successfully
delivered and evaluated in patient- and family-centered environments across the country . Presenters will share unique challenges they faced, and barriers to overcoming them .
Outcomes: Attendees will learn, firsthand, how others have successfully developed and evaluated mind-body health care initiatives in hospital settings and how to avoid common pitfalls . Attendees will hear from patients and family members on how to best engage them throughout the process of development, implementation, and evaluation .
Lessons Learned: What constitutes a successful mind-body health care initiative; the role of the patient and family in creating a successful mind-body health care initiative; and lessons learned along the way towards creating and evaluating a mind-body health care initiative .
i9building a patient navigation program within general pediatrics, Version 1.0: start-up lessons from the field
Cara Biddle, MD, MPH, Medical Director and Faculty, Children’s Health Center; TjaMeika Davenport, BM, Parent Navigator; Christine Deeley-Wood, BA, Parent Navigator; Michelle Jiggetts, MD, MS, MBA, Administrator, Complex Care
family-centered care grand rounds and patient safety: partnering to prevent harm
(continued from previous page)
We
dn
es
da
y
ab
st
ra
ct
s
131
i10strategies for teaching shared decision making to mental health professionals
Gina Duncan, MD, Assistant Professor; Gareth Fenley, MSW, CPS, Certified Peer Specialist; Alex Mabe, PhD, Professor; Georgia Health Sciences University, Augusta, GA
Description: The recovery movement in mental health service delivery has ascended as a major influence in the transformation of delivery systems in the past two decades . Enthusiasm regarding the impact of recovery based service systems centers on innovations that offer: 1) broader treatment goals and aims (beyond symptom-reduction) and different measures of success (i .e ., hope, empowerment, life satisfaction); 2) a truly collaborative relationship between provider and consumer of services; and, 3) the inclusion of individuals with mental illness, their family members, and advocacy groups as members of treatment team . Key to the success of the recovery model of care is a collaborative process of decision making involving both the patient/family and mental health provider . Yet, there is virtually no literature regarding how psychiatrists and other mental health providers can and should learn how to effectively engage in shared decision making . Now into its fifth year of operation, Project GREAT entails an interdisciplinary team of clinician-educators and certified peer specialists working to transform an academic department of psychiatry into a recovery-based one . As a key component of this mission, Project GREAT has developed a curriculum to teach doctorally trained mental health professionals (psychiatrists and psychologists) in the knowledge, attitudes, and skills embedded in shared decision making . This presentation provides a practical road map toward teaching mental health professionals in shared decision making, using providers and patients as instructors . Key components of the shared decision making training to be presented are: 1) definition, ethical principles, and research findings; 2) How to change physician attitudes regarding their patients/families empowerment and their own optimism regarding practice outcomes; 3) developing cultural competence in shared decision making; and, 4) Teaching the effective use of shared decision making tools . Outcomes of this shared decision making training will be discussed .
Outcomes: The shared decision making training presented is part of a larger program of system transformation that has resulted in gains in recovery based knowledge, attitudes, and practice behaviors . Patient satisfaction findings have indicated that these training efforts significantly improved patient perceptions that the psychiatric care provided was collaborative .
Lessons Learned: Shared decision making can be taught to mental health care professionals; Provider attitudes toward their patients as well as their hopefulness regarding treatment outcomes are important components of shared decision making training; and, Involving patients/certified peer specialists as instructors positively influences provider attitudes regarding shared decision making .
navigating a parent’s Journey through pediatric critical care
Julie Barnes, BSN, RN, Family Centered Care Manager; Karen Hawks Sanders, Pediatric Critical Care Navigator; Brenner Children’s Hospital, Winston-Salem, NC
Description: The pediatric critical care staff was surveyed to determine the need for additional support for families . After reviewing results, a team met to discuss options . The Critical Care Navigator concept was presented to senior leadership and the family advisory council . A literature review was completed, along with a review of parent advocacy and hospital concierge programs . A duke Endowment grant was received to support the program for three years . Three navigators were hired to provide service from 11 am to 11 pm seven days/week . Two navigators have children who were former ICU patients . In addition to basic qualifications for the role, this attribute improved communication and empathy with the families . The Pediatric Critical Care Navigators provide service to families in the Neonatal Intensive and Intermediate Care, Pediatric Intensive Care, and Pediatric Intermediate Care . The navigators meet families early in the admission process and provide unit and hospital orientation . They arrange for lodging for parents as well as extended family members and provide information on local resources . The navigators serve as a dedicated source of support to families . Navigators are trained in family-centered care principles and provide mentoring and coaching to families to assist them in becoming full participants in the health care team . The navigators also work with families to ease the transition to acute care by providing tours prior to transfer from critical care . The navigators participate in multidisciplinary rounds and the family advisory council . The program has expanded to provide services to families of trauma patients in the Emergency department and the navigators serve on the multidisciplinary trauma team . The navigators collaborate with hospital staff to identify family needs . The program has allowed nursing and medical staff to focus on the physiologic needs of the child, knowing the navigators are meeting the family’s needs .
Outcomes: during the first 18 months of the program, services were provided to 78% of families in the units served, staff satisfaction improved and Ronald Mcdonald House referrals increased . Families seek navigator services even after leaving the critical care areas . Physician and nursing requests for navigator assistance has continued to rise .
Lessons Learned: More time is spent providing emotional support to families than providing orientation services . The navigators experienced feelings of isolation in the role, which identified the need for more emotional support . demand from family and staff is higher than anticipated . There is a need for a formal feedback process for families .
we
dn
es
da
Y
ab
st
ra
ct
s
132
j1a community hospital’s strategy in developing and implementing the organizational infrastructure for patient- and family-centered care
Kay Brandon, Patient/Family Advisor; Ed Piper, FACHE, Chief Executive Officer; Erin Tallman, OTR/L, MHA, Vice President, Director, Patient and Family Advocacy; Onslow Memorial Hospital, Jacksonville, NC
Description: In 2009, Onslow Memorial Hospital, through the efforts of the Vice President and director of Patient and Family Advocacy, created a Patient Advisory Council to better understand our communities’ expectations of patient services . Prior to this time, the hospital was receiving less than optimal patient satisfaction scores with a disappointing, high number of patient grievances . After several members of the Executive Management Team attended the IPFCC Seminar in Pinehurst, NC, we recognized the need for a formal organizational infrastructure for patient- and family-centered care . Our strategy consisted of several fundamental components to include: such as, creating a staff liaison with job description; changing the advisory council name to the Patient and Family Advisory Council; getting support from hospital Board and CEO (which included educating several members of the Board), the CEO, physician leaders, and members of the executive team through the IPFCC Seminar; developing council membership by soliciting community members who have had an experience as a patient and/or family member at the hospital . Additional components were: expanded the council membership to include physician leaders, Board members, and critical department managers; established a formal agenda and schedule for monthly meetings; developed roles and responsibilities and by-laws for the council; presented council information on the hospital website; integrated members of the council to hospital department meetings to include safety and performance improvement . Additionally, the council developed an application and interview format for selecting new members; council members along with staff liaison have participated in numerous websites provided by the IPFCC; created a PFAC member page on the hospital internet to support communication among members with an agenda request form; and, to integrate the council members to the hospital culture, they are required to attend hospital orientation along with new employees . The development and implementation of the infrastructure was supported by input from members of the council .
Outcomes: Some of the significant outcomes included the establishment of a staff liaison, PFAC By-Laws, and formalized community awareness campaign . Membership increased from 8 to 12 patient and family members . Formalized onboarding process developed which includes an application, interview, orientation, and special training . developed an interactive website forum for PFAC members .
Lessons Learned: Organizational infrastructure is a necessity to effectively support patien-t and family-centered care . Leadership must come from the top with buy in from the Board and CEO to include key stakeholders such as physicians and management . Patients and families must be involved throughout the journey .
i11translating Quantitative and Qualitative research into patient- and family-centered critical care improvement
Michelle Collis, Vice President, Patient- and Family-Centered Care; Cori Cohen Grant, MS, MBA, Director, Market Research; Christine Montgomery, Chair, Methodist Le Bonheur Germantown Hospital Family Partners Council; Methodist Le Bonheur Healthcare, Memphis, TN
Description: Family Partners with significant experience in Methodist Le Bonheur Healthcare (MLH’s) critical care units provided guidance for the transformational journey from closed units to those that welcome patient and family presence and participation . With family partners, MLH defined system critical care unit goals and described the type of environment and support family members need and want . Family Partners helped MLH break down physical walls in the redesign of units and family care centers, and assisted in the break down of psychological and behavioral barriers through their stories and influencing skills . Each facility’s critical care leadership team completed the Institute’s Adult ICU Self-Assessment . MLH leaders had taken a hard look from the inside, but needed patients’ families to say if there was true progress toward PFC critical care units . Market Research began to create a survey to uniquely measure the experience of friends and family of patients in critical care areas . After more than six months of collaboration with a system-level family partners workgroup, critical care nurse leaders and staff, chief nursing officers, the MLH Patient- and Family-Centered Care Steering Committee, and others, the survey was tested and validated . At the same time, critical care Associate focus groups were conducted to identify opportunities for education and training, as well as the readiness to operationalize PFC concepts . Additionally, discussions with intensivists and other physicians took place . In July, 2010, the first surveys were mailed . In January, 2011, based on newly established baselines, goals were established for all critical care units throughout the MLH system . MLH CEO Gary Shorb challenged each facility CEO to ensure that all critical units functioned in a PFC way by december 2011 . This journey represents the value of quantitative and qualitative research, along with formal and informal discussions with critical care families to continue PFC critical care improvement .
Outcomes: The family survey tool includes seven categories and four factors; it includes quantitative as well as qualitative questions . Results indicate overall improvement in several key areas and suggest that more aggressive changes might be required in order to improve in other categories or to generate larger overall gains .
Lessons Learned: Start with a common understanding of a PFC critical care unit with the Institute’s ICU Self-Assessment . Recruit the right family partners and formal leaders . Stay on top of things, utilize clinical champions, keep leaders and Associates talking about challenges . Shine the light on issues; recognize those who keep moving forward .
We
dn
es
da
y
ab
st
ra
ct
s
133
Just do it! beginning a patient- and family-centered committee in a peri-operative area
Jan Malhoit, BSN, RN, Registered Nurse, PACU; Scott Newport, Tradesman, Parent Advisor; Julie Piazza, MS, CCLS, Child Life Specialist/Training Coordinator; Susan Zill, RN, Level E; C. S. Mott Children’s Hospital, University of Michigan Health System, Ann Arbor, MI
Description: Peri-operative care may often cause a child and family long-term suffering and anxiety, leaving a residue influencing negative health care experiences in the future . A team effort with all disciplines represented and centering on family needs became an innovative, collaborative effort which increased comfort, coping skills, patient/family satisfaction and improved throughput . The committee’s first agenda was to become familiar with the peri-operative current needs described by staff and parents, not always the same priorities . A body of evidence describes interventions utilizing a patient- and family-centered approach can decrease a child and family’s pain and anxiety with peri-operative care services . Integrating evidence into practice and changing a practice culture requires a committed and effective team . A multidisciplinary committee that included parent advisors was formed to lead the change, identify best practices, develop resources, and evaluate the outcomes . A child-life specialist has been an essential member of this team and served in a leadership role . Patient care that includes choices and communicating those choices proved to be an effective way of connecting with the child and family . departmental and unit champions from pre- and post-operative nursing and support staff, anesthesia staff and faculty, operating room staff, child life, social work, and surgical faculty were used to initiate and navigate the changes based on patient- and family-centered care (PFCC) principles utilizing Lean processes . Education was provided on patient- and family-centered care principles with parent stories and hands on learning through in-services . A “Walk in Our Booties Tour” resulted in increased awareness and understanding of our privileged opportunities to support families through a team partnership with patients, families and staff . Orientation modification to include PFCC principles along with patient/family and staff surveys are continually being implemented to help sustain the changes in practice and supported family presence and partnership .
Outcomes: development of a Procedural Readiness Center providing timely preparation and education for families with anesthesia consultation . Communication resources including: LCd schedule screens, family-centered welcome book, and intra-operative communication enhancement were all developed with patient and family collaboration . Peri-operative communication has been enhanced due to patient safety and Lean process improvements .
Lessons Learned: Peri-operative initiatives in family-centered care have changed practice, increased awareness about the importance of family presence in transitions and recovery areas . Communication throughout the hospital and improved patient care and satisfaction for all . Attention to welcoming families and partnership has resulted in a more supportive environment, improved quality, and efficiency .
j2a plan to Jump start patient- and family-centered care at penn state hershey children’s hospital
Deborah Fuhrer, BA, MS, Family-Centered Care Coordinator; Linda Gilgore, Family Advisor; Penn State Hershey Children’s Hospital; Hershey, PA
Description: At Penn State Hershey Children’s Hospital, patient- and family-centered care was adopted in 2001 with the creation of the Family Advisory Council and the Family Faculty Program . In 2009, a survey assessment was conducted to identify areas of the Children’s Hospital that needed improvement in the way patient- and family-centered care is delivered in daily practice . Participants included family members, nurses, physicians, residents, Child Life, and support staff . deficiencies in communication, teamwork, family input into the plan of care, and providing patient- and family-centered resources were identified and presented to the Family Advisory Council, nursing units, and interdisciplinary teams . A strategic plan was created with five goals: fully integrate families in quality improvement; ensure full partnership with families in planning and implementing policies and programs; improve staff commitment and synergy to patient- and family-centered care; ensure that clinical learning environments create opportunities for patient- and family-centered practices; and provide families with support during hospitalization . The plan was presented to the Family Advisory Council and nursing units . Ideas such as creating brochures for patient- and family-centered care, external websites about patient- and family-centered care, creating a Parent-to-Parent NICU Support Program, Family Greeter Program, and creating a poster of “How to be an Advocate for Your Child” were completed . Initiatives such as Bedside Shift Report, Family-Centered Rounds, patient/family education, and discharge planning were implemented to address deficiencies in patient- and family-centered care . Measurement tools and a timeline were created to evaluate the success of these programs and initiatives . An annual review of the progress of the strategic plan is completed by the Family-Centered Care Coordinator, Family Advisory Council, and nursing units .
Outcomes: The number of family advisors on hospital committees and projects has increased and patient satisfaction scores have improved . Awareness of patient- and family-centered care has increased and has expanded to the rest of the organization .
Lessons Learned: Incorporating families in the development of this strategic plan was crucial to ensure that the goals were patient- and family-centered rather than hospital-driven . The Family Advisory Council was an integral part of this process and the projects they choose to work on help achieve the strategic plan’s five goals .
we
dn
es
da
Y
ab
st
ra
ct
s
134
inconsistency in orientation for family members, lack of support for families who had questions or were unsure of the facility or nursing unit, as well as concern about family/visitor flow and volume . As the team desired more of an “open visitation” rather than structured “visiting hours,” the Family Care Partner (FCP) role was developed . The Critical Care Family Assistance Program, with input from our family advisors, proposed educational materials that were prepared for team members who would perform in the FCP role . Team members were identified who would perform this role . An educational program was developed which outlined the FCP role, responsibilities, resources as well as benefits for patients and families . Competencies were developed to assure that team members were providing consistent service in the position . Team Members in Critical Care also began to differentiate family vs . visitor . A Critical Care volunteer team was also recruited and trained to operate in the FCP role .
Outcomes: After a few tweaks, the Family Care Partner (FCP) program is working well . We are preparing to launch the FCP program for our Critical Care Stepdown Units . Families, critical care team members, and physicians responded very positively to this program, and our goal to provide a patient/family focus has certainly been successful .
Lessons Learned: The most important aspect was educating clinical team members regarding family presence and how the FCP would make their job easier . We initially made the mistake of “opening the doors” without the badging process . The visitor volume was overwhelming and we had to re-group and start over .
j4the family resource center: partnering with families to provide resources and services
Stacy Isenbarg, Parent Advisor/Hospital Experience Committee Chair; Jennifer Patterson, Family Liaison; Paul Seese, RN, MSN, Coordinator, Family Resource Center; Nationwide Children’s Hospital, Columbus, OH
Description: The Family Resource Center Family Resource Center at Nationwide Children’s Hospital opened in March, 2007 . Since the opening, many family-centered care initiatives and programs have transpired -- from providing patient/family education to offering support through multiple activities and support programs . The Family Resource Center was designed by families and professionals to support patients and families during their time at Nationwide Children’s Hospital . It is a place of support for families of patients receiving inpatient or outpatient services . In 1998, a proposal was submitted with direction from Family Advisory Council parent advisors . Partnering with families and patients is an integral part of a comprehensive program of family-centered care at NCH, which values families as central to their children’s health and supports them in that role . We recognize that each child we treat is a member of a unique family with varied values, needs, environments, cultures, resources, and strengths . As an essential component of family-centered care, the Family Resource Center has been a welcome support for families . By creating a place of support for
J3nurse bedside report: an evidence-based practice project to evaluate patient safety and patient /nurse satisfaction through nurse and family collaboration
Katherine Galgani, BSN, RN, Staff Nurse; Linda Gauvain, MSW, BSSW, BSN, RN, Manager, General Medicine III; Kathy Park, BSEd, Lead Parent; St. Louis Children’s Hospital, St. Louis, MO
Description: BACKGROUNd: In an effort to improve safety and increase patient satisfaction, a general medicine unit at a major academic pediatric hospital explored the evidence regarding the efficacy of nurse bedside report . The literature revealed that nurse bedside report improved prioritization of care, efficiency, and proactively identified errors and near misses . This project was initiated by a multidisciplinary team of nursing staff, a parent advisor, a social worker, and clinical educator to identify methods to improve communication between health care providers, patients, and families . The parent advisor participated in the development of the project and the design of the bedside safety checklist in collaboration with the nursing staff . Bedside report also supported our model of family-centered care by increasing direct interaction with the patient and family during the report process . PURPOSE: In the pediatric inpatient setting, does nurse bedside report increase patient and nurse satisfaction and result in improved safety? METHOdS: A bedside safety checklist was developed and used by all staff nurses with every transition in care at change of shift . data was collected for three months including proactive assessment of the IV and tracheostomy sites and all equipment and supplies in use for that patient . All nurses were asked if the bedside report resulted in a reprioritization of their patient care assignment . In addition, a nurse satisfaction survey was conducted at the end of the trial period .
Outcomes: RESULTS: Preliminary results from the data show that reprioritization of care and/or a safety issue were identified approximately 13% of the time as a result of bedside report . This data is currently being summarized . The final results of parent and nurse satisfaction are pending .
Lessons Learned: IMPLICATIONS FOR PRACTICE: Nurse bedside report can improve parent, patient, and nurse satisfaction as well as identify potential safety issues at the time of transition in care .
family care partner – pfcc in action!
Maria Theron, RN, MSN, CCRN, Executive Director of Nursing, Critical Care Division & Emergency Department; Memorial Health University Medical Center, Savannah, GA
Description: In early 2010, Memorial’s Critical Care Family Assistance Program identified an opportunity to incorporate families at the bedside but still control the number of visitors in the unit . As roles changed for health unit coordinators due to physician order entry, the Critical Care team identified an opportunity for both worlds to benefit . The Critical Care Family Assistance Program, which includes two family advisors, reviewed opportunities to improve the patient and family experience in critical care . There was
We
dn
es
da
y
ab
st
ra
ct
s
135
tools like relationship building and creative approach to formal presentations . The importance of creating formality in a volunteer-based program will be emphasized, and the crucial selling aspects of the program – such as confidentiality, documentation and formal training – will be explained . Highlighting best practice, the family speaker will use storytelling to share an example of successful relationship building that has happened between the program and the local genetics clinic . Because of the prenatal diagnosis element that is present for down Syndrome, the relationship between down Syndrome societies and genetics clinics has been historically adversarial . Learn how two moms, as volunteers, worked over many years to create a mutually positive relationship with the genetic counselors and geneticists .
Outcomes: Statistics will be shared from our humble peer support program – including numbers of families supported, numbers of health care presentations, Visiting Parents Team training, members and professional development . data will be shared from families who received peer support, health care clinicians, as well as the Visiting Team members themselves .
Lessons Learned: All has not been smooth sailing – our biggest challenge has been how to “sell” the idea of peer support to hospitals . This presentation will explain the nuts and bolts of our program (training, process, timelines), and what we’ve learned as parents trying to work within a closed hospital environment .
j6achieving a safe landing: one academic medical center’s commitment to improve patient transitions through resident engagement with patients and families
Elizabeth Shaw, BS, Family Advisor; Mauri Sullivan, MSN, RN, NEA-BC, Clinical Director, Medical Nursing Hospital; University of Pennsylvania, Philadelphia, PA
Description: The tripartite mission of academic medical centers, excellence in care, education and research, requires careful attention to patient and family values, needs and care preferences . Partnerships with nurses, patients, and family members are not central to the typical rigorous medical resident training program . When the Hospital of the University of Pennsylvania established formal partnerships for quality and safety, at the level of the Chief Medical Officer and Chief Nursing Officer, structures and processes to develop partnerships among all stakeholders were initiated . With value-based purchasing, hospitals are motivated to improve transitions and reduce readmissions . A nurse leader and patient advisor partnership was formed to engage medical residents . Through a personal story of discharge and readmission, residents see the experience of care through a family’s perspective . The advisor illustrates the elements of the discharge process with the image of an ice skater’s jump that must be executed perfectly for a safe landing to occur . discussion and critique engage the residents in exploring the value of physician partnerships with nurses,
families and patients, the resources, services, programs, and available activities have helped families cope while their loved ones are in the hospital . Participants attending this session will be able to identify ways to support families and patients through education, support programs, and comfort services . Examples include: The Learning Center provides a location and teaching equipment where families and patients can learn individualized skills training by a nurse educator and staff . Support programs developed by staff and parents that include a toy lending library, and laptop lending program . Comfort activities that include massage therapy, relaxation class, journaling, and haircuts . The presentation will focus on how family and staff partnerships have evolved and continue to strengthen supportive programs within the Family Resource Center .
Outcomes: Outcomes achieved include preparing families and patients for discharge home through educational programs (clinical skills classes, infant massage, in-services, online health information); supporting families with guidance from center staff; offering a place for relaxation; empowering families with support programs i .e ., massage therapy, laptop lending, toy lending, journaling, and community services .
Lessons Learned: Our lessons learned include ongoing collaboration with families and hospital staff to create, update, and promote FRC services, programs and amenities . In an institution with 8,000+ employees, ongoing evaluation and feedback of FRC programs are critical . Communication with families and staff is important to promoting FRC services .
j5building buy-in for the Value of peer support programs: lessons learned from a community- based program
Gayle Parks Krupa, RN, BSCN, Clinic Coordinator, Stollery Children’s Hospital Down Syndrome Medical Clinic, Alberta Health Services; Sue Robins, BA, Co-Founder, Visiting Parents Program, Edmonton Down Syndrome Society; Edmonton, Alberta, Canada
Description: While everybody agrees that peer support is important to patients and families, peer support programs can be hard sells in the hospital environment . Using examples from a six-year-old grassroots community-based peer support program, this presentation will give concrete examples of the value of peer support in any pediatric health setting . The co-founder and co-coordinator of Edmonton down Syndrome Society’s Visiting Parents Program (a parent volunteer) and Coordinator of the Stollery Children’s Hospital down Syndrome Clinic will provide an engaging and motivational presentation to family advisors and leaders wishing to move forward with peer support initiatives in their areas . Community-based peer support programs also require buy-in from hospitals in order to get referrals for visits from social workers, nurses and physicians . This presentation will outline the perceived barriers in the hospital environment to “allowing” peer support to take place . It will focus on how a peer support program builds credibility with clinicians – using (continued on next page)
we
dn
es
da
Y
ab
st
ra
ct
s
136
the semester, where students have clearly demonstrated their ability to incorporate the principles of family-centered care into their evolving repertoire of nursing practices . Curriculum evaluation data is available based on three rounds of implementation of this series of courses . data collected from students, faculty, family clients, and clinical agencies will provide the basis for discussion of key outcomes and learnings .
Outcomes: It took time for students to accept the change in focus from task-based competency preparation . They learned to value families as partners in care, and family-centered clinical skills as central to professional practice . Students demonstrated their ability to intervene with patients and families through skilled communication and collaborative practice .
Lessons Learned: Nursing students are capable of incorporating family-centered and collaborative practice early in their education programs . It takes time for nurses in the practice setting to understand the change in educational focus and to learn how to work with students in new ways .
j8partnering with patient/family advisors in simulated learning experiences
Marc Bertrand, MD, Associate Dean, Graduate Medical Education, Designated Institutional Official, Associate Professor of Anethesiology; Karen Blum, MA, Patient/Family Advisor; Jonathan Huntington, MD, PhD, Physician; Ellen Lones, PhD, RN, CNOR, Instructional Design/Curriculum Development Specialist; Dartmouth-Hitchcock Medical Center, Lebanon, NH
Description: In 2007, dartmouth-Hitchcock Medical Center (dHMC) revised its mission, vision, and goals . The primary strategic goal
centers on “Provid[ing] Patient- and Family-Centered Care .” To this end, the Office of Patient and Family Centered Care (PFCC) and an organization-wide Family Advisory Council were established . Patient/Family Advisors (PFAs) participate on most institutional committees where they serve as full partners in endeavors to improve patient care . For the past 1 .5 years, we have been actively partnering with PFAs in the design, implementation, and evaluation of simulated learning experiences targeting several professional groups within our organization . The drive behind this endeavor is that the experiential learning afforded by these simulations will facilitate the cultural change necessary to fully integrate patient- and family-centered care into every patient care experience within our organization . PFAs serve as subject-matter experts, playing a central role in the design of each scenario and associated supporting materials as well as directly observing and evaluating learners . They participate in all aspects of the learning experience from the pre-simulation didactics to the post-scenario debrief . Much of this work has been supported by the Picker Institute in the form of two separate grants . The first of these grants: “Integrating Patient- and Family-Centered Care Principles into a Simulation-Based Institutional Curriculum” provided support to develop curricular materials which can be used
patients, and families in care planning . A nurse leader created a program to shift residents’ perspective from clinical medicine to the patient experience of care . Program content included: 1) Patient stories shared in person and via video clips with facilitated discussion; 2) Review of Hospital HCAHPS survey and utilization of organizational data; and, 3) discussion of nurse perception of RN to Md relationships reflected in National database of Nursing Quality Indicators (NdNQI) survey and relating to quality outcomes and patient experience data .
Outcomes: Medical residents exposed to patient and family narratives along with quality data will seek and actively advance organizational priorities .
Lessons Learned: Medical residents, a transient workforce in academic medical centers, can be actively engaged in achieving organizational goals . Patient advisors are effective educators and can influence future medical practice .
j7curriculum reform for collaborative practice with families: transforming nursing education for family-focused care
Dianne Tapp, RN, PhD, Dean and Professor/Faculty of Nursing; University of Calgary, Calgary, Alberta, Canada
Description: Education for family nursing practice has evolved over the past three decades from specialty-focused graduate programs to emphasis on core family nursing knowledge, skills, and attitudes for all registered nurses . The implementation of a curriculum reform initiative at the University of Calgary (Canada) since 2010 has provided opportunity to focus one semester of studies on family health issues and family nursing practice . The curriculum is informed by the Calgary Family Assessment Model (Wright & Leahey, 2009), and the Collaborative Partnership Model developed by Feeley & Gottlieb (2006) . Students concurrently study professional practice issues pertaining to interprofessional competencies and evidence-based practice . Participation in experiential labs builds skills in interviewing and questioning strategies, commendations as family interventions, and interactional analysis of family communication patterns . Across the semester, students examine prevailing population health issues impacting families in early parenting and family life; family health promotion in prevention of obesity; mental health and addictions; and healthy aging in families with seniors . Students participate in clinical placements that occur in diverse settings (e .g . public health clinics, renal dialysis clinics, seniors care facilities, and mental health outreach) . Students engage families and gain experience in family relational skills; family assessment; mental health assessment; health teaching, coaching and health promotion with families . One of the student evaluation strategies is a consolidation learning paper at the end of
achieving a safe landing: one academic medical center’s commitment to improve patient transitions through resident engagement with patients and families
(continued from previous page)
We
dn
es
da
y
ab
st
ra
ct
s
137
learning groups as well as having the parent actors help develop scenarios and goals . Staff felt real parents added a deeper layer of realism to the simulation events .
j9implementing clinical best practice for breastfeeding: caught between best practice and patient- centered care?
Deborah A. DeMarais, MD, MS, FAAP, Vice President, Service Line Physician Executive; Lora Harding Dundek, BA, MPH, Manager, Birth and Family Education and Family Support Services; Fairview Health Services, Minneapolis, MN
Description: In response to needs expressed by families and providers, Fairview Health Services designed a “Center for Breastfeeding Excellence” which encompassed best clinical practice for lactation support in the childbearing year . Primary components were prenatal education, intrapartum teaching and support, and post-discharge clinic/community follow-up to assist new families with infant feeding . Baby Friendly© certification was pursued as a “best practice” model of care at the largest of the system hospitals, the University of Minnesota Medical Center . Patient teaching was developed . Clinical education was provided to nurses and providers . Nursing practice changes were implemented and monitored . Challenges arose with three requirements of Baby Friendly©, namely limiting provision of pacifiers, restricting nursery care (“rooming in”) and encouraging exclusive breastfeeding . despite appropriate education, some providers/staff believed that these requirements were not “patient centered” . Nurses felt “caught” between providing the care the mother requested and following “best practice” clinical care . Families expressed frustration and a sense of abandonment . Providers feared that patients would go elsewhere for care . Administrators questioned the commitment to Baby Friendly certification in response to complaints . In response, new approaches were developed towards education and communication, for patients/families and providers and staff . In collaboration with patients, new education handouts were developed with particular attention paid to “tone” and content . Physician and midwife champions engaged providers in discussion of the medical literature’s support for the “best practice” techniques of “Baby Friendly” care . Nurses were provided with family-reviewed scripting to use with new parents . Community groups were engaged to help set expectations for patients as they anticipated care in the hospital . Adaptive leadership and common purpose were crucial in moving forward . Crucial conversations with patients, staff, and providers helped shift culture toward viewing breastfeeding success as equally critical for the health of the mother/infant dyad and for patient-centered care .
Outcomes: Employing strong adaptive leadership, improved education, and effective communication work flows, exclusive breastfeeding rates have doubled, patient concerns have decreased, and staff are embracing “Baby Friendly” . Babies’ needs for successful breastfeeding
by all Graduate Medical Education programs at dHMC to introduce residents to concepts of effective and patient-centered communication, shared decision making, and breaking bad news . The second Picker Institute grant: “Hardwiring Always Events™ From Orientation to Patient- and Family-Centered Care” supports work to develop and implement a novel educational practice intervention and improvement program to promote and evaluate the competency of frontline clinical nurses with a set of observable Always Events™ based on a set of organizationally-defined PFCC behavioral expectations .
Outcomes: These programs are in various stages of development but initial results have been promising . Participants expressed satisfaction with the programs and demonstrated an increase in confidence with knowledge application based on pre/post program evaluation and self-assessment . Work to assess for translation of these knowledge and skills into practice are ongoing .
Lessons Learned: PFA involvement in the development phase has been invaluable, specifically in keeping the design group focused on the integration of PFCC across all aspects of each program . direct PFA participation in the learning experience as well as the evaluation of the learner adds an important dimension to the experience .
enhancing pediatric simulations with parents as actors
Karen Crow, MSEd, Coordinator of Family-Centered Care Initiatives; Mary Wolf, Lead Parent, Parents as Actors Program; St. Louis Children’s Hospital, St. Louis, MO
Description: Training parents to participate in health care educational simulations can improve clinicians’ confidence in terms of communicating with family members . St . Louis Children’s Hospital Family Advisory Council, in collaboration with hospital leaders, identified, trained and deployed seven family advisors to participate in parent roles created for existing clinical interdisciplinary medical scenarios . The parent actors use real-life experiences and reactions to help create a unique layer of realism to the simulation experience . This session will share with participants the benefits and perceptions of adding parent roles to clinical simulations and debriefings . This session will briefly outline the training content developed for a formal parent actor training program with suggested preparation, timelines and follow up . The session will also identify how engaging health care professionals to partner with family members in a variety of simulation opportunities can achieve superior educational experiences by means of simulation and debriefing .
Outcomes: A brief on-line survey was developed to capture staff perspectives of real parent actor involvement in simulations . Over 90% of participants said parents added more realism to educational events and would like to see more opportunities to involve parents in similar events .
Lessons Learned: The greatest perceived benefits resulted when the same parent actor(s) participated in the same scenarios and debriefings for consistency for all (continued on next page)
we
dn
es
da
Y
ab
st
ra
ct
s
138
care teams anticipate and minimize potential barriers to providing excellent patient- and family- centered care in the face of difficult situations will be discussed .
Outcomes: When providers are equipped with tools to navigate conflict, there is an opportunity to restore balance and bring equilibrium to the care experience . Having regular, consistent communication about expectations between the team and family is another intervention in reducing conflicts .
Lessons Learned: By using consistent messaging, provider can communicate more effectively to establish therapeutic relationships with patients/families . Having health care teams make agreements about how they will work in concert with a particular patient/family can also be helpful in decreasing “difficult” situations .
family as faculty: effectively using family leaders to implement patient- and family-centered care education for physicians, nurses, and ancillary staff
Sheryl Chadwick, BS, Family Centered Care Coordinator; DeeJo Miller, BA, Family Centered Care Coordinator; Children’s Mercy Hospitals and Clinics, Kansas City, MO
Description: At Children’s Mercy Hospitals and Clinics, two family leaders were hired to provide the voice of the family throughout the institution . One component of their job was to develop patient- and family-centered education for hospital and clinic staff . They partnered with Graduate Medical Education to design and implement a three-year longitudinal curriculum for residents . The first component is an informal lunch with the Family Advisory Board during their first week at Children’s Mercy . during their second year, the residents are matched with a family educator who is a parent of a child with complex medical needs . They meet the family during a casual lunch, and then later in the year they spend two hours in the family’s home to get a firsthand experience of what it is like to live with a child with complex medical needs . In addition, the family leaders participate in a reflective session with the residents during their Hematology/Oncology rotation regarding the delivery of bad news . Finally, residents shadow families throughout one day of their clinic visits . After each teaching component, data is collected from the residents documenting the effectiveness of having family leaders involved in the training . The family leaders collaborated with the Family Advisory Board and Human Resources to create a patient- and family-centered care (PFCC) video which is shown during all new employee orientations . Additional PFCC education is provided during patient care services orientation, graduate nurse orientation, and admissions training by the family leaders . The family leaders also present individualized training to departments about ways to integrate PFCC into their practices . Using a video created by the Family Advisory Board, they highlight the families’ perspective on ways to effectively communicate with patients and families . Family leaders work in partnership with hospital and clinic staff to implement patient- and family-centered care policies and procedures throughout the institution .
are now central to care . Postpartum women value our breastfeeding support and consistent care plan for successful infant feeding .
Lessons Learned: Although we involved families in the development of educational material, they needed to be more involved in the implementation of inpatient processes . Provider and staff education is needed about the misconception that “family centered” means “giving patients whatever they want” . Communication around major initiatives must be constant, consistent and careful .
j10don’t label me “difficult”: strategies to strengthen partnerships within a pediatric patient- and family-centered-care environment
Darlene Barkman, MA, Family Consultant; Rachel Biblow Leone, MSW, Director, Family Relations; Elizabeth Steinmiller, MSN, PMHCNS-BC, Clinical Nurse Specialist in Mental Health; The Children’s Hospital of Philadelphia, Philadelphia, PA
Description: In a patient- and family-centered Care environment, conflicts occur when there is an imbalance in teamwork between the patient/family and the health care team . These conflicts can result in care being either family-directed or providers limiting family involvement . Unresolved conflicts can lead to patients/families and health care teams retreating from the partnership . This disengagement can result in negative cycles of poor communication, frustration, blame, and potential risks to patient safety . For example, staff may report feeling ill-equipped to respond when families attempt to “direct care” and/or use language and/or behaviors that seem aggressive and counterproductive . A lack of proactive attempts to re-align the partnership can lead to teams judging the family/caregiver’s coping styles, psychosocial challenges and/or mental health issues, and create a disconnect in care . These staff perceptions of the family’s functioning create challenges to providing safe care within a partnership . These challenges include, but are not limited to, communication misalignments about care, unrealistic expectations between patient/families, and teams that ultimately are disruptive to care . These disruptions in care may result in families experiencing a sense of isolation and loss of trust from the health care team . There is paucity in the literature examining the various factors that can be disruptive to the Pediatric Medical Setting . It is incumbent on health care providers and institutions to set the stage about effective partnerships and the important role they have in ensuring safe quality care . The purpose of the presentation is to provide recommendations and resources to optimize providers’ ability to more effectively partner with patients/families . Also new research about identified red flag situations that disrupt medical care will be shared . Based on the research, interventions that help health
implementing clinical best practice for breastfeeding: caught between best practice and patient-centered care?
(continued from previous page)
We
dn
es
da
y
ab
st
ra
ct
s
139
parents and health care providers . This team consults with internal partners to embed family-centered measures in all change initiatives .
Outcomes: To provide researchers and non-researchers strategies for determining metrics for family centered care initiatives; to provide suggestions that strengthen the research agenda for family-centered health care initiatives; to provide exemplars on how FCC parents can partner on program evaluation initiatives; and, to present an innovative FCC metrics team .
Lessons Learned: Family-centered care is a nascent field with limited guidelines for research/program evaluation; aspects of family-centered care do not lend themselves to traditional metrics approaches; if FCC programs do not have evaluative metrics, funding is limited; there are many opportunities for the development of FCC metrics .
K1promoting patient- and family-centered care from mid-level management
Lisa Morrise, MA, Coordinator, Patient and Family Centered Care; Tina Persels, Family Member of Primary Children’s Governing Board; Primary Children’s Medical Center, Salt Lake City, UT
Description: While initially championed by Primary Children’s former CEO, patient- and family-centered care (PFCC) was practiced using the “Focus Group” model of patient and family advocacy . Basically, issues were brought to the Family Advisory Council for input, but the Council did not work side by side in developing policy and process, or facility design . When tasked with implementing PFCC, the Administrative director of Family Support Services seized the opportunity to increase patient and family involvement while improving administrative comfort levels around PFCC . She advocated for the addition of a coordinator position to partner in management and facilitation of PFCC . From the middle level of management within the organization, we have been able to capture the attention and support of top level administration . We established a “chain of command” for patient advisors to use in addressing concerns . We showed how we could link patient collaboration goals with the facility goals . We formulated a patient/family and staff team to serve on our Advisory Council . We found specific high interest platforms that could be used to generate a greater awareness of the benefits and successes possible through utilizing patient and family advisors . We offered training to families in how to advocate with a corporation, and training to staff in how to work with patient and family advisors . We are gradually working on increasing the level of comfort within our organization around patient and family advisors on committees, a family member on our Governing Board, and a commitment to transparency . Currently, administration asks that all projects involving patients and families have patient and family input . Family members are starting to serve on internal committees that explore the patient experience . The model is being examined by the other 20 plus hospitals in the Intermountain system, who plan to implement more PFCC collaboration .
Outcomes: Hospital leaders recognized the value of family leaders providing patient- and family-centered care education and have incorporated it into the orientation for every new employee . A three-year longitudinal curriculum for residents has been developed . PFCC education is included in the training for nurses, admissions, and other staff .
Lessons Learned: Training for family leaders is essential to the effectiveness of the program . Providing a stipend and scheduling training during school hours ensures better family participation . Staff benefits from hearing the perspective of the families . Residents gain a unique perspective by visiting the home of a child with complex medical needs .
j11determining metrics for family-centered care programs: three tiers of analysis or how to figure out what to measure, how to measure, and how to report findings
Michele Ashland, BA, Lead Parent, Family Centered Care; Karen Wayman, PhD, Packard Children’s Endowed Director of Family Centered Care; Lucile Packard Children’s Hospital at Stanford Palo Alto, CA
Description: To describe a framework for determining metrics for family-centered care (FCC) initiatives in health care settings . This framework utilizes a key question approach that assists both researchers and non-researchers determine “right-fit” metrics for family-centered health care programs . In addition, we will discuss the importance of utilizing evidence-based theoretical frameworks to strengthen FCC metric plans as well as the challenges facing FCC programs to determine the impact of their initiatives . Finally we will present how FCC parents can partner with researchers at the local and national level to plan, implement, and analyze FCC metrics and approaches . Our key questions focus on the following areas: What are your evaluation priorities? Have you conducted a program audit? do you have a theoretical framework? Have you determined evaluation/outcome questions? How do you make a case for change? How do you match your evaluation priorities with appropriate metrics? What resources are needed? How do you report findings to your organization? For each of these “key” questions we will provide step-by-step process that will guide the development of a research plan for each attendee . The presentation will include exemplars to demonstrate application of this key question approach . Exemplars of three levels of analysis will be presented: 1) Program Audits & Case Study Review: How to use program audits and case study review to provide “evaluative” metrics for Family Advisory Councils; 2) Voice of the Patient/Family: Complex Care Patients: Strategies will be presented for creating a “case for change;” and, 3) Pre/Post Program Evaluation: Survey strategies will be presented for a Family-Centered Rounds initiative describing measures that evaluate FCC programmatic interventions . Finally, we will present Packard Children’s innovative “FCC Metrics Team” comprised of
(continued on next page)
we
dn
es
da
Y
ab
st
ra
ct
s
140
FCC Program Coordinator, as well as parents and staff representatives from each specialty FAC . Our unique infrastructure promotes consistent communication and networking between the different councils preventing the “silo effect” . The shared governance structure establishes a connection and ability to report accomplishments and recommendations to administration .
Outcomes: In two years, we have gone from one Medical Center FAC to 13 specialty councils spanning the different entities of our pediatric health care system . We have increased parent and staff participation from 32 to 198 members and created an environment of shared governance for FCC .
Lessons Learned: Greater structure and ownership of these councils improved participation, satisfaction, collaboration, and integration between patients/families and stakeholders . Improved efficiency resulted in faster project implementation and results . Increased “investment” by patients/families and staff is leading to expansion of additional FCC support services .
get ready, get set, go: building an infrastructure that supports and facilitates parent participation on Key hospital Quality committees
Stefan Agamanolis, PhD, Associate Director of the Rebecca D. Considine Research Institute, Director, Centers for Telehealth Service Design and Patient Experience Innovation; Georgette Constantinou, PhD, Administrative Director, Division of Pediatric Psychiatry and Psychology; Judy Doyle, BS, Patient Advisor Coordinator; Akron Children’s Hospital, Akron, OH
Description: In 2009, recognizing the importance of the family voice in strategic planning and clinical practices, and the unique perspectives that families bring because of their values, culture and ethic orientations, we decided to update the strategic plan for Family-Centered Care and our Parent Advisory Council . Our guiding principles for the strategic plan were to deepen the organizational transition from control to collaboration, expert to partner, information gate keeper to information sharing, rigidity to flexibility, and dependence to empowerment . In this presentation, we will share the process of developing this strategic plan for richer parent involvement and integration of family-centered care throughout the organization . Family-centered care at Akron Children’s Hospital (ACH) drives our clinical practice, customer service, education, research and advocacy – the main components of our organization’s mission, exemplifying quality and safety . In order to maintain the organization’s Magnet Recognition for excellence in nursing, there are specific quality measures that the nursing department must address . One example of our many initiatives of integrating families into our decision-making process was to place a parent on each specific measure’s task group . The goal of these task groups is to search the literature for best practices, track performance, and improve care around these measures to drive excellent patient outcomes . Unlike other hospitals, in our institution these parents hold full, decision making membership, with voting rights, which makes them very influential members of the teams . This initiative is developing a culture of transparency
Outcomes: The number of advisors and collaborative efforts continues to increase . Upper-level administration now requires that all projects, design efforts, and process issues involve input from family advisors . Using the model implemented at the facility level, we successfully advocated for the implementation of patient and family advisors throughout the corporation .
Lessons Learned: Often champions for PFCC are middle level management . Facilitating administrative comfort with PFCC and increasing patient and family involvement requires working with administration, staff, and patient and family advisors to create a welcoming and respectful environment for participation, information sharing, and collaboration .
K2expanding and advancing the family advisory council through an innovative structure and network of multiple specialty councils
Tamela Grass, Family-Centered Care Program Coordinator; Wendi Tipps, Parent Advisor, Family Advisory Council (FAC) Member, Neuro FAC Chair/Family-Centered Care Assistant Volunteer/Parent Mentor; Cook Children’s Medical Center, Fort Worth, TX
Description: Cook Children’s in Fort Worth, Tx is a not-for-profit, integrated health care system . We are unique in that we are an independent non-teaching facility that participates in various medical trials and research . In 2007, Cook Children’s committed to FCC and began the Family Advisory Council . Cook then hired a parent on staff as FCC Program Coordinator and created a comprehensive program called “Parents As Partners” which continues to grow and enhance collaboration . In 2009, partnering with the National Cystic Fibrosis Foundation led to the formation of a separate CF-FAC . We found that due to the presence of certain key components and opportunities, they were uniquely able to accomplish and implement projects and improvements with more success, efficiency, and at a faster rate than our hospital-wide FAC . We expanded that concept and formed additional specialty-specific family advisory councils over the next two years and now have a 13 FAC network that is operating successfully in the integration and collaboration of perspectives . We increased staff and parent volunteers (specifically those giving and receiving services in that specialty) to sit on these councils and implement projects within their departments . Representatives from each specialty council (parent or staff) report monthly to a Leadership Committee . Each council meets monthly, is chaired by parent members, has its own guidelines/rules, and staff members are from the clinic and/or unit treating that specialty . Each council has director and physician support and/or attendance, makes formal recommendations, and reports monthly to the FAC Leadership Committee . The FAC Leadership Committee is made up of the Vice President, director,
promoting patient- and family-centered care from mid-level management
(continued from previous page)
We
dn
es
da
y
ab
st
ra
ct
s
141
centeredness as usual care throughout the care continuum . ICSI brought together a collaborative of stakeholders including patients, health plans, employers, and clinicians with these goals in mind: increase patient-centered care that respects patients by listening to and honoring their preferences and values; increase the amount of information sharing with patients and families and engage them in care decisions at their comfort level; and collaborate with patients and families to create tools and methods to achieve these aims . Two approaches were created in response to this charge . The first model uses a tool to help identify opportunities for patient centeredness . The second model uses a tool with a two-fold purpose; for use as a clinical workflow for conversations that support patient centeredness, and for use as a method for developing a care team specific patient-centered lexicon . In addition to the contributions from patients involved in this collaborative, these models and tools went through three review and refinement processes by the ICSI Patient Advisory Council . This input from patients was key to developing tools with a patient-centric rather than clinician-centric focus . These models and tools were then tested in pilots exploring the use of Shared decision Making in Palliative Care . Five pilots ranging from ambulatory oncology to inpatient palliative care used these tools and methods to accomplish these aims; increase patient centeredness, incorporate shared decision making into usual care, strengthen the team identity through an inter-professional approach, and spread this best practice to other areas of the organization .
Outcomes: By using the Collaborative Conversations Map, teams gained cohesiveness, focused primarily on patients’ preferences, increased patient-centeredness, and built a common lexicon for spreading their work to other parts of the organization . Patients had previously unavailable tools to encourage their engagement as partners in care decisions .
Lessons Learned: Patients need to be engaged as partners in every phase of this type of project . Their input is requisite from project inception through completion . Additionally, leadership support, including a physician champion, is vital for the success of an initiative that requires a philosophical change in the approach to care delivery .
K5creating positive first impressions to promote patient- and family-centered care
Dave Galloway, Member, Patient and Family Advisory Council; Roy Lewis, MSA, BSBA, FABC, Administrator, Patient Access Services; Leslie Spencer, Program Manager, Office of Patient-Family Experience; Vidant Medical Center, Greenville, NC
Description: First Impressions training conveys to employees how the four concepts of patient- and family-centered care (PFCC) work in conjunction with the organization’s mission, vision, and standards of performance . This education is department/unit specific so that the employee can see how his or her role directly impacts the patient/family experience . The training course was based on the PFCC core concept curriculum
which is changing the landscape for families and the staff . In this presentation, we will identify and share the strategies that were developed to prepare parents for their active participation .
Outcomes: Satisfaction with this model for active parental involvement . We are engaging in a formal study to explore satisfaction levels and gain additional feedback from both parents and hospital personnel .
Lessons Learned: We have learned that a model for active parental involvement that includes voting rights in quality task groups is not only feasible but likely results in higher satisfaction levels all around, which can only contribute to better patient care and experiences .
K3collaboration to foster resiliency in ill children
Beth Seyda, Executive Director; Compassionate Passages, Inc., Chapel Hill, NC
Description: Children are remarkably resilient, both physically and emotionally . Parents observe this on a daily basis, as children bounce back from illness or disappointment in a matter of days, sometimes minutes . In a health care setting it can be even more dramatic . Children often get up and walk the day after surgery . Kids undergo chemotherapy protocols that would kill an adult – and never miss a day of school . They can smile and joke in the face of pain, and even death . There is not one profile of a resilient child or a resilient personality, but there are common characteristics and attributes of resilient children . There are factors in the family/home, school, health care team, and in the community that are related to resilience . Understanding these can help foster resiliency in children . Hear stories about how ill children have responded to their circumstances with courage, creativity, and compassion . The most resilient learn how to cope when strength and hope are challenged .
Outcomes: Collaboration between families, health care teams, schools, and communities can foster resiliency in ill children by surrounding the child and family with a healthy community that helps them live through adversity while treating one another with care and respect .
Lessons Learned: “Think positively . Otherwise, you’ll make it harder than it has to be . Your mental attitude has a lot to do with it .” ~Ill child
K4bringing the invisible into focus: the View through patient- and family-centered care
Janis Oakes, RN, Patient Advisor, Institute for Clinical Systems Improvement Patient Advisory Council; Jan Schuerman, MBA, Shared Decision Making Program Lead; Institute for Clinical Systems Improvement, Bloomington, MN
Description: “The more high tech medicine becomes, the more we lose sight of the human condition,” according to Janis Oakes, a member of the ICSI Patient Advisory Council (PAC) . In response to this challenge, ICSI set out to create methods and tools for introducing and fostering patient (continued on next page)
we
dn
es
da
Y
ab
st
ra
ct
s
142
readings, including full costume, props, and singing, have been presented as a means of engaging both the minds and hearts of the audience participants . Patient and family advisors are developing expertise in tailoring their stories and extracting elements of their experiences to meet specific objectives . A storytelling retreat and webinar focus on teaching leaders, staff, and advisors how to use storytelling in their work to drive exceptional experiences and quality outcomes . As a result of an open call for stories, VMC published a book that demonstrates the essence of the practice of nursing, which is patient- and family-centered care (PFCC) . The book, entitled Connections, was premiered and released at a dedication ceremony that celebrated storytelling and the contributing authors . The focus of an annual leadership conference was on PFCC and stressed the practical application of storytelling as an expected leader competency and skill . Advisors delivered powerful messages, through their stories, and clinical and non-clinical leaders were taught to actively seek and use stories in their work to achieve exceptional outcomes .
Outcomes: As a result of the multiple approaches to instilling storytelling in the culture, there is an increased demand for patient and family advisor partnerships, an outpouring of recognition and celebration of the team, another planned volume of Connections, and a demonstrable understanding of the practical application of PFCC core concepts .
Lessons Learned: Storytelling is a proven, familiar strategy to move the culture towards PFCC . Multivariant approaches appeal to broader audiences . Storytelling must be integrated at all levels of the organization . Storytelling can be a powerful means of recognition and appreciation . There is benefit to training leaders, staff, and advisors in effective storytelling .
K6empowering nicu families in infection control: production of a hand hygiene dVd
Lori Chudnofsky, RNC-NIC, NICU Assistant Nurse Manager; Stephen Zieniewicz, MPH, Executive Director; Jennifer Glick, Patient/Family Advisor; University of Washington Medical Center, Seattle, WA
Description: The NICU Parent Council in collaboration with unit nursing management and our infection control department, created a video about the importance of keeping NICU babies safe from infection . The Parent Council initiated the project, created a script, and produced the video . NICU graduates and families, doctors, nurses, our CEO, and NICU Medical director all participated in the production of the video . Every parent, family member, and visitor to the NICU has the opportunity watch this brief video before entering the unit . Our goal is to empower NICU parents to actively participate in keeping babies infection free by creating a dynamic educational tool and working in partnership with families . Information exchange at the time of admission and throughout the NICU stay is often inconsistent; we needed to develop a standard message and method . Our project demonstrates the importance of
that was developed in partnership with patient and family advisors . The learning objectives include obtaining skills that: 1) enable employees to demonstrate respect and dignity; 2) empower patients and families by providing them with timely and accurate information; 3) interact with patients and families in ways that demonstrate the employee’s appreciation for the privilege to serve them; and, 4) create dialogue with patients and families in order to seek information on how we can improve the quality of their experience . The training utilizes lecture, self-study, and simulation experience learning . Participants learn the skill sets and then attend a follow-up session where they have the opportunity to individually demonstrate those skills in a simulation practice lab that uses a mock confrontation teaching model . A panel evaluates dialogue, behaviors and actions, and delivers developmental feedback to the individual which becomes a part of their annual performance appraisal . A cumulative score of 85% has to be achieved to meet the requirements of the training .
Outcomes: Participant evaluations conclude that this training provides the practice atmosphere that mimics their workplace environment, while learning communication techniques for dealing with patients and families in difficult situations . Also, demonstrates and reinforces best practices for positively building successful partnerships with teammates, enhancing the overall quality of the patient/family experience .
Lessons Learned: The importance of utilizing the training to the PFCC core concepts and performance standards . The value to employees of simulation training . Using the training as an opportunity to promote partnerships between patients, staff, and advisors, and to convey appreciation for excellence . The benefit of tailoring the training to the audience .
strategic storytelling: creative approaches to driving a culture of patient- and family-centered care
Kathy Dutton, RN, Senior Administrator, Office of Patient and Family Experience; Dave Galloway, Member, Patient and Family Advisory Council; Vidant Medical Center, Greenville, NC
Description: It is well-known that stories can be a powerful tool to inform, inspire, and motivate . Storytelling has also emerged as a meaningful driver of health care outcomes related to patient safety, quality, and experiences in care . At VMC, an 861 bed tertiary medical center serving eastern North Carolina, the Office of Patient and Family Experience and a team of patient and family advisors are leading the integration of storytelling into the culture . Storytelling is a purposeful strategy and leadership competency that is being utilized to promote the mission from the boardroom to the bedside . Traditional approaches to storytelling are enhanced through multimedia presentations incorporating advisor home video, photography, journals, and music selections . dramatic
creating positive first impressions to promote patient- and family-centered care
(continued from previous page)
We
dn
es
da
y
ab
st
ra
ct
s
143
emphasis on the importance of partnerships . Participating teams have credited the family story for motivating them to create materials and curriculum for current NICU families regarding the prevention of infections .
Lessons Learned: Family stories can be used to emotionally connect staff to clinical outcomes and improvement work . These emotional connections may motivate and empower staff to seek out ways to partner with families . Increased understanding of the family experience can result in improved efforts to support families through education .
K7patients and families as educators: model programs and best practices
Deborah Dokken, MPA, Consultant, Chevy Chase, MD; Sweety Jain, MD, Faculty; Lehigh Valley Health Network, Allentown, PA; Pamela Mann, MSSA, Associate Director of Programs; The Schwartz Center for Compassionate Healthcare, Boston, MA
Description: Patients and their family members can be highly effective educators of health care providers, offering powerful
insights on ways to improve the delivery of care . Yet it can be daunting for health care institutions to structure programs that effectively identify, orient, and utilize patients and family members for this purpose . In this session, Pamela Mann will provide a brief overview of several programs of this type that have been funded by the Schwartz Center for Compassionate Healthcare (Boston, MA) . Creators of two of those programs will then share details of their work, including lessons learned and best practices for implementing similar programs in your own health care setting . Sweety Jain, Md, will describe a program implemented since 2008 at the Lehigh Valley Medical Residency Program (LVMRP, in Allentown, PA) which employs people with disabilities as trainers in three-hour interactive workshops for students and staff . deborah dokken will describe a project of the Initiative for Pediatric Palliative Care (IPPC, at the Education development Center in Newton, MA), which since 2005 has offered over 20 two-and-a-half day retreats throughout the U .S . and Canada, bringing interdisciplinary teams of family members and clinicians together for interactive educational and organizational change activities . dokken will introduce and summarize a best practices booklet recently published through IPPC, entitled, Families as Educators: Guidance for Implementation .
Outcomes: Over 400 clinicians have completed the LVFMR training, 100% of whom stated it would positively influence their future interactions with patients with disabilities . IPPC retreats have served 2,000 clinicians and 300 family members . Best practices based on their collected experience are available in print and web-based resources .
Lessons Learned: Participation of family members in education not only enhances professionals’ learning but also contributes to institutional improvements in care . Through shared educational experiences, professionals gain a better understanding of the parent/family perspective and families gain a better understanding of clinicians, including how much they care about delivering high-quality care .
hand washing and infection control for parents of premature children, siblings, and families . It gives them the information to protect their baby and encourages them to teach others, as parent advocates, both in the NICU setting and afterwards in the world at large .
Outcomes: Increased consistency in information presented to families and visitors about preventing infection in the NICU . Families will feel more empowered to take an active role in infection prevention . We anticipate that data will show a decrease in infection rates over time .
Lessons Learned: Families had been receiving inconsistent education related to hand hygiene and infection control . Collaborative effort with staff and patient advisors created a more family-centered, impactful, and effective educational product .
‘gabby’: how one family’s story helped to reduce catheter associated blood stream infections (cabsi) in newborn critical care centers across north carolina
Tara Bristol, MA, State Director, Program Services; March of Dimes, Raleigh, NC
Description: In September 2009, the Perinatal Quality Collaborative of North Carolina (PQCNC), alongside 14 teams from newborn critical care centers across the state, engaged in an initiative proposed to reduce the number of catheter associated blood stream infections (CABSI) in neonates . One of the goals outlined for the initiative was to “support and involve families” . Teams were encouraged to engage family members as participants at the local level in order to learn from their unique expertise and perspective of the health care system . In order to jump-start the teams’ commitment and efforts, collaborative-level methods were employed to highlight the importance of the family perspective/experience . As a way of educating collaborative teams regarding the importance and impact of family support and involvement in the CABSI initiative, a parent was asked to share his family’s NICU experience as the opening presentation on day two of the first CABSI Learning Session . This father told the story of the loss of his daughter, Gabby, to a preventable CABSI . He shared an emotional plea, as to the importance of engaging in the initiative and doing everything possible to make sure that no baby ever has another preventable infection . Feedback provided from Learning Session attendees suggested that powerful family stories can impact staff behavior and intent to change practice base, resulting from an increased understanding of the family experience . Following the presentation by the father regarding his family’s personal loss related to a CABSI, multiple teams across the state requested a copy of his story in video format . This was facilitated by PQCNC staff and volunteer family advisors, and made available to teams through the PQCNC website . Teams have reported sharing this video with faculty and staff at their local sites and have credited the family story for motivating practice change .
Outcomes: The number of teams utilizing family advisors increased as a result of the family story shared and the
we
dn
es
da
Y
ab
st
ra
ct
s
144
K9our patient and family advisors and the agency of healthcare for research and Quality selected bedside shift report bundle as their standard
Michelle Gray, RN, MN, CCRN, NEA-BC, Unit Director CCU; Carolyn Hill, MSN, RN-BC, Unit Director 5G Medical Unit; Joe Persichetti, Patient/Family Advisor; Vicky Persichetti, Patient/Family Advisor; Emory Healthcare at Emory University Hospital, Atlanta, GA
Description: Emory Healthcare is a tertiary academic health care system in the Southeast with 1,500 beds . Our system has adopted patient- and family-centered care (PFCC) as our nursing practice model . BSRB has been one of our initial practices for expressing all aspects of PFCC . The process involves nurses giving report in the patient’s room with the patient and “family” invited to join and become involved in the entire process . during this process we have been faced with many opportunities: spreading a new practice across a large evolving system, assuring compliance, engagement, and standardization is a challenge . From the beginning, the development of the BSRB included the input of PFAs . We developed a standard implementation of the process to all nursing units in our system which included education, observation, and PFA involvement to assist nurses in engagement and compliance with the process . This process was so effective, that other initiatives have taken notice . Additionally, for continuing education, we have developed a seminar for our staff which involves the four concepts of PFCC and how those are embodied in BSRB . Our BSRB is reviewed and seminar participants interact with PFAs via group exercises . Surveys post seminar yield positive results . Our most recent step has been to create a teaching video of BSRB for the AHRQ . This video is shown to all new nursing staff . Our PFAs are in the video which is an illustrated demonstration of BSRB . This video is a product of the adoption of our standard BSRB by AHRQ . To maintain compliance we have put in place a unit monitoring system for reporting compliance data which can be visualized on nursing unit dashboards .
Outcomes: Since implementing BSRB, Press Ganey metrics of “nurse kept me informed” and “overall satisfaction of Nursing Care” increased . Patient safety improved with increased error reporting . After seeing the process, the AHRQ, adopted the Emory Healthcare BSRB for the U .S . Standard .
Lessons Learned: We have learned from our PFAs that we need to “change shifts around the bed” . BSRB increases patient and family satisfaction and safety . Nurse-to-nurse accountability is improved . PFAs greatly contribute and make the difference in engagement for staff in the concepts of PFCC and BSR .
K8the evolution of partnership: a patient- and family-centered Journey in pediatric rehabilitation
Heather Evans, Co-Chair, Family Advisory Committee; Laura Williams, MSW, RSW, Manager, Family Resource Centre and Client- and Family-Centred Care; Holland Bloorview Kids Rehabilitation Hospital, Toronto, Ontario, Canada
Description: After attending the Institute for Patient- and Family-Centred Care in April 2010 (dallas, Tx), a team of highly engaged staff and family members were committed to drive forward a strategic evolution of partnerships at Holland Bloorview Kids Rehabilitation Hospital . While this partnership began almost two decades ago with the inaugural Family Advisory Committee, it became evident that more depth and breadth were required to truly embed the client and family perspective . A multi-prong approach was identified: increase capacity of the Family Advisory Committee and develop a formal mechanism to support collaboration with clients and families throughout the organization . This first goal was met by two dedicated Family Advisory Committee co-chairs who supported their team in redefining their terms of reference and strategically doubled its capacity, enabling active participation in the annual Quality Improvement Plan and Strategic Planning sessions with the Senior Management Team and Board of Trustees . In order to further client and family partnerships, the Family Leadership Program was born and a commitment was made to collaborate with clients and families at all levels of the organization . This program was developed through an equal partnership with and by families and staff (50:50 ratio) as they supported the investigation of best practice, conducted a literature review, planned the communications strategy, and supported organizational change management . Three roles were identified as areas for new development namely Family Advisor, Family Mentor, and Family as Faculty . In just one year, more than 38 families formally registered into 104 partnership opportunities in the areas of Quality and Safety, and Family-Centered Care . Committees, working groups, and initiatives are now actively requesting family leader collaboration and participation . Examples include accessibility, grand rounds, a newly designed virtual tour, rapid improvement and LEAN events, medical student training, simulation, and the declaration of Patient Values .
Outcomes: Within just one year, the Family Leadership Program has become an embedded practice at Holland Bloorview due to organizational support and high family engagement . This program was recognized with a Family-Centred Care Patient Safety Award in Canada and the presenters have facilitated workshops in this field for other rehabilitation hospitals .
Lessons Learned: In order to embed the patient and family voice, we developed a formal mechanism to support clients, families, and staff to partner and collaborate at a deeper level . The success of this program lies in true collaboration with patients and families throughout the process of development, implementation and evaluation .
We
dn
es
da
y
ab
st
ra
ct
s
145
creating paid positions for patient and family leaders: salary survey results
Julie Moretz, BS, Family Leader and Director, Special Projects; Institute for Patient- and Family-Centered Care, Augusta, GA
Description: Health care systems are increasingly recognizing the importance of establishing paid positions for patient and family leaders, and there is growing evidence that more organizations are indeed bringing patients and families to the table in expanded roles . Whereas patient- and family-centered health care organizations rely on partnering with patients and families in many ways as volunteer advisors to improve operations and the experience of care, many of these volunteer advisors are now interested in serving their health care system in a greater capacity—in a paid position as a patient or family leader—to enhance quality and safe health care .
The Institute for Patient- and Family-Centered Care launched its first Patient and Family Leaders in Paid Positions survey in 2010 to respond to ever-increasing requests for information about hiring patients and family leaders . Given that a survey such as this had never been undertaken, this survey offers a baseline for data relating to patient and family leaders in paid positions within health care organizations: salary ranges, position titles, roles and responsibilities, demographics relative to salary, funding allocation, and position information . The survey generates much interest from patient and family members hoping to expand their volunteer roles into paid positions as well as from health care executives preparing to advance patient- and family-centered practice by hiring experienced and valued consumers .
Outcomes: The survey offers a snapshot of the trends for actively engaging patients and family leaders as paid employees and results reflect the importance of expanding the value of these partnerships by bringing patients and families in as part of the health care team and to effectively use their experiences in day-to-day operations to represent the voices of patients and families . Outcomes of the survey will be provided .
Lessons Learned: After the initial survey results were released, the Institute received responses from patient and family leaders stating that the information provided the impetus to move a volunteer position forward into a paid position or provided a means to increase their salary, upgrade their title, or support efforts to create new paid positions . Likewise, health care executives reported that they utilized the survey results to more fully integrate patient- and family-centered care as they worked to create paid positions for patient and family leaders .
K10the families as partners program: supporting and integrating family involvement with a paid parent position
Tessa Billman, BS, Family Coordinator; Joy Johnson-Lind, LICSW, Director of Child and Family Services; Children’s Hospitals and Clinics of Minnesota, Minneapolis, MN
Description: In 2008, Joy Johnson-Lind, director of Child and Family Services, attended the Calgary seminar with the goal of creating a paid parent position that would also serve as a staff liaison to the Family Advisory Council . Collaborative work with Julie Moretz resulted in an overview of the position and a draft of the job description . This was shared with Leadership . In 2009, Tessa Billman, a family volunteer and Family Advisory Council Chair emeritus, was hired as the Family Coordinator . This position, funded by philanthropic giving, began at 15 hours per week and has since been increased to 30 hours . The Families as Partners Program has thrived during this time . Programming has been developed that offers multiple ways for families to get involved based on their health care experience . A centralized standard model is in place for the orientation and training of family volunteers and also to coordinate staff requests for family involvement . With the creation of the paid parent position and support provided by Child and Family Services and Executive Leadership, Families as Partners is now recognized as the mechanism for staff to involve families in their work to advance the practice of patient- and family-centered care . The growth of the program has resulted in patient families having the opportunity to partner with staff in a variety of ways, including but not limited to: family testimonials; new employee orientation; legislative advocacy; experience and design teams; Lean events; staff and physician education; and multiple committee appointments . The peer mentoring pathway, Family-to-Family, has also experienced growth in the number of unit events and one-to-one family matches . Unexpected barriers and challenges have been part of the journey in this work over the past two years .
Outcomes: Since early 2009 a paid parent position has coordinated all family involvement . From december 2008 to december 2010, the number of active volunteers increased from 107 to 255, and annual volunteer hours increased from 3,003 to 4,732 . In 2010, total number of staff requests for family involvement grew by 50% .
Lessons Learned: Over the last two years growing and sustaining the program has required ongoing promotion, also education and re-education of staff and families . The approach has been to provide a safe environment for staff to ask questions and engage families, and to provide a personalized experience for the family volunteer .
no
te
s
notes
146
C o n fer en C e S eS S i o n S
POSTER SUMMARIES
po
st
er
s
um
ma
ri
es
149
s lu g
creating the ideal patient experience: utilizing patient/family councils to help set the stage and develop the dialogue
Mary Ann Peugeot, CPA, Chair, Vanderbilt Patient/Family Advisory Council; Gaye Smith, MBA, Chief Patient Experience and Service Officer; Vanderbilt University Medical Center, Nashville, TN
This poster describes the collaboration of health care administrators and professionals with patient/family councils to define and
implement initiatives for creating the ideal patient experience .
one Voice: one hospital’s Journey to transform our hospital inside and out by incorporating patients and families into the health care team
Jo Ann Melson, MSN, RN, FNP-BC, Family Nurse Practitioner; Dannette Mitchell, RN, CCRN, Coordinator for PFCC Practices; Lillian (Shelley) Nix, Senior Patient Representative; Paula Tomanovich, BSN, RN, BC, Nurse Manager, ACE Unit-Wilmington Hospital; Christiana Care Health Systems, Wilmington, DE
This poster will offer knowledge to those systems interested in incorporating patient- and family-centered practices into their present culture . We will share our successes and failures as we journey through planning, implementation, and evaluation in our path forward .
tele-visitation—bringing patients’ families to the bedside by Video link
Bonnie Nicholas, RN, CNCC(C), CPTC, Patient- and Family-Centred Care Lead; Keith Taylor, Chair, Patient- and Family-Centered Care PFA Committee; Thunder Bay Regional Health Sciences Centre, Thunder Bay, ON, Canada
Tele-visitation, virtually transporting a patient’s family to the bedside, has recently been flagged by Accreditation Canada as a potential leading practice for patient- and family-centered care . This poster will share the profound impact of this service on the patient experience .
utilizing the electronic medical record to facilitate family presence
Sherri Black, Patient Care Advisor; Kena Despain, RN, Clinical Manager; Gabe Fritz, Patient Care Advisor; University of Louisville Hospital, Louisville, KY
In collaboration with our Patient Care Advisory Team, a family presence policy was developed in which guests, partners in care, and family are defined . Additions to the EMR allow for documentation of education, preferences for participation, collaboration, and information sharing .
patient- and family-centered care pathways provide better outcomes for the patient and reduce length of stay
Kimberly Newcomb-Forro, RN, Staff Nurse, Level C; Monica Waidley, RN; University of Michigan Health System, Ann Arbor, MI
This poster will highlight developing a business case for patient- and family-centered care by reducing length of stay, readmission rates, and improving patient outcomes .
patient-centered interventions to decrease readmissions and promote effective and efficient care
Renee Fay-LeBlanc, MD, Associate Chief Medical Officer; Debra McGill, RN, Care Transition Nurse; Michael Yunes, MPH, Quality Program Manager; Maine Medical Partners, Scarborough, ME
A multidisciplinary team studies the highest utilizers of our medical center . We collect data through chart reviews, home visits, physician surveys, and patient interviews . We develop individualized care plans—increasing patient satisfaction and quality of life, while decreasing unnecessary readmissions .
conference poster schedule
monday, June 4, 2012
7:00 am – 8:00 am
10:00 am – 10:30 am Poster presenters available for questions .
12:45 pm – 2:00 pm Poster presenters available for questions .
5:00 pm – 6:30 pm
tuesday, June 5, 2012
7:00 am – 8:00 am
9:15 am – 9:45 am
12:45 pm – 2:00 pm
poster sessions
po
st
er
s
um
ma
ri
es
150
C o n fer en C e S eS S i o n S
the bumpy road to success—implementing bedside shift report at penn state hershey children’s hospital
Deborah Fuhrer, BA, MS, Family-Centered Care Coordinator; Susan Newcomb, Family Advisor; Stephanie Reed, BSN, RN, Clinical Head Nurse; Penn State Hershey Children’s Hospital, Hershey, PA
Bedside Shift Report was implemented at Penn State Hershey Children’s Hospital, but not without some setbacks and obstacles . This poster describes the process and lessons learned, including the education process of the nursing staff and buy-in from nursing leadership .
“taking it to heart” cardiovascular services at wellspan health partners with patient and family advisors
Sharon Douglas, RN; Wade Markel, RRT, Director of Invasive Cardiology; Rebecca Senft, RN, Liaison, Patient Educator; Tammy Sterner, RN, BSN, CNE, Director of Non Invasive Cardiology; Wellspan Health, York, PA
The Cardiovascular Service Line at Wellspan Health has achieved success over the course of three years in sustaining a council that is focused, energetic, and motivated to contribute to improving the patient and family experience within our health system .
creating healing partnerships by elevating Volunteerism in the emergency trauma department
Joseph Feldman, MD, FACEP, Chairman, Department of Emergency Trauma Department; Sandy Kissler, Secretary/Treasurer of the Advisory Board of Directors, Foundation Board of Trustees; Caryn Loffman, MSW, Program Coordinator, Take a Break Program; Hackensack University Medical Center, Hackensack, NJ
This program’s intention is to provide family members and/or significant others the opportunity to leave the bedside of their loved one for a period of respite or time to manage personal affairs by using specially screened and trained volunteers .
patient and family advisors partner in the delivery of care through peer-based interactive role and support
Kim Buettner, Supervisor, Patient Education and Advisory Program; Christine Healy, LCSW, Social Worker; Monica Vakiner, RN, BSN, Patient Advisor; Moffitt Cancer Center, Tampa, FL
The Patient and Family Advisory Program offers a peer-based interactive role connecting advisors with patients and families who receive care at Moffitt . The discovery, development, and implementation of necessary tools to support these advisors will be shared .
complicated partnerships: initiating the prison health patient-centered care conversation
Karen Patterson, RN, RM, GDipAEd, PhD Candidate; Centre for Health Research in Criminal Justice & Practice Development Unit, Justice Health Statewide Services; New South Wales, Australia
Prison and health care is a complicated partnership . Patient-centered care is unverified in this unique context . This poster draws on the experiences of patient/prisoners, officers, and health professionals from New South Wales, Australia to initiate the prison health patient-centered care conversation .
measuring the success of patient/family advisors
Sharon Cross, LISW, Patient/Family Experience Advisor Program Manager; Ohio State University Medical Center, Columbus, OH
Measuring the impact of Patient/Family Advisors can be difficult when data is sparse and often anecdotal . Using several methods of data collection may provide a better business case for Advisor credentialing and management .
the mystory Journey: capturing each child’s story and personalizing the care we provide to pediatric patients at the university of minnesota amplatz children’s hospital (umach)
Cheristi Cognetta-Rieke, BSN, RN, Nurse Manager; University of Minnesota Amplatz Children’s Hospital & University of Minnesota Medical Center, Fairview, Minneapolis, MN
The MyStory initiative has been funded by the Picker Institute as an Always Event™, to be implemented at UMACH . The goal of
MyStory is to capture each individual pediatric patient’s “story” and to use this to personalize care .
creating a supportive environment for patient- and family- centered care
Jane Willson, SLPD, Director of Rehabilitation Services; Georgia Health Sciences Health System, Augusta, GA
This poster will highlight the journey of the Rehabilitation Services department in creating a patient- and family-centered environment with the outcome being seven consecutive winners of the health system’s Family Choice Awards .
essential family perspectives directing progress toward the family-centered transition and eliminating staff resistance
Lora Asbury, Parent Advisor/President Winchester Medical Center NICU Parent Advisory Council; Winchester Medical Center NICU, Winchester, VA
Educating staff through a firsthand video shows new perspective from families and expresses the impact their powerful voice makes when incorporating the family-centered initiative . When families establish the goals and direction, it creates passion and awareness for critical change .
po
st
er
s
um
ma
ri
es
151
C o n fer en C e S eS S i o n S
partnering with parents on a congenital heart disease Quality improvement project: methods, benefits, and barriers
Heather Langlois, MSW, LICSW, Social Worker; Rachel Steury, MSN, CFNP, Nurse Practitioner, Professional Practice Specialist; Children’s National Medical Center, Washington, DC
Children’s National Heart Institute has committed to improving parental engagement in quality improvement in conjunction with The National Pediatric Cardiology Improvement Collaborative . This poster describes our experience in parental engagement, identifies potential barriers, and highlights the benefits of parental involvement .
patient advisors—now that You have them, what do You do with them?
Christine Abbott, Administrative Clerk, Family Services Development; Anthony (Bernard) Roberson, MBA, BA, HSC, Administrative Director, Patient- and Family-Centered Care, Georgia Health Sciences Health System, Augusta, GA
Health systems can utilize patient advisors for more than just serving on advisory councils . Our Certificate Program is designed to educate patient advisors on new ways to serve and to help provide them with skills to be successful .
collaborating with patients and families: creating an icu guidebook
Desiree Wood, RN; University of Washington Medical Center, Seattle, WA
Former patients and family members reported that the amount of information to take in during the ICU stay was overwhelming and stressful . The ICU Patient and Family Advisory Council (PFAC) recommended development of a reference manual for information frequently presented .
using experiences of parent advisors to improve how health care professionals deliver difficult news in the nicu
Zak Goldman, Parent Experience, Parent Advisor; Kristy Macdonell, Master Social Worker; Mount Sinai Hospital, Toronto, ON, Canada
This poster will provide a framework for health care professionals to assist in delivering difficult news and offer ways to develop a clear, consistent, and therapeutic process for communicating effectively with families .
women’s health/pediatrics family advisory council
Mindy Neff, RN, MSN, IBCLC, Maternal Child Educator; Joyce Swisher, RN; Christiana Care, Newark, DE
Patient- and family-centered care is the collaborative partnership among health care providers and patient and families to improve patient satisfaction, staff satisfaction, safety, and quality of care . This poster will share how a Patient and Family Advisory Council can transform the culture of the organization .
lessons learned: creating an orthopedic patient and family partnership council
Gregg Strathy, MD, MS, Medical Director for Development, Orthopedic Surgery; Park Nicollet Health Services, St. Louis Park, MN
While pursuing improvement initiatives centered on care of patients undergoing hip and knee replacement, we realized we were not including patients and families adequately . We put our work on hold until the Council became operational .
advisory councils—the new standard for patient/family engagement
Sharon Cross, LISW, Patient/Family Experience Advisor Program Manager; Cortney Forward, Patient/Family Experience Advisor; Ohio State University, Medical Center, Columbus, OH
Ohio State has embarked on a mission to share best practices across the multi-hospital academic medical center through the creation of department, business unit, and system-wide Advisory Councils . This poster describes key steps and lessons learned .
partnering to improve outcomes: our Journey to develop, implement, and evaluate a patient care Journal
Deena Casey, RN, BSN, Assistant Manager, Inpatient Oncology Unit; The Christ Hospital, Cincinnati, OH
The purpose of our poster is to share our process that we utilized in creating a Patient Care Journal . Content summarizes strategies to develop, implement, and evaluate our Journal, with participation from patients, families, and multidisciplinary staff .
patient- and family-centered rounds on an inpatient geriatric hospital ward and ability to improve patient and family perception of care: results of semi-structured interviews
Jeffrey Schlaudecker, MD, Assistant Professor, Family and Community Medicine; Department of Family and Community Medicine, Division of Geriatric Medicine; The University of Cincinnati; Anna Stecher, BS, Medical Student; University of Cincinnati College of Medicine, Cincinnati, OH
This poster summarizes our research study aimed at better understanding the impact of patient- and family-centered rounds compared to traditional rounds on hospitalized geriatric patients and their families, through semi-structured interviews .
patient and family shadowing: walking the walk to co-design care experiences with patients and families
Michelle Giarrusso, RN, BSN, MS, Senior Project Manager; Innovation Center of UPMC, University of Pittsburgh Medical Center, Pittsburgh, PA
Use Patient and Family Shadowing (PFS) as a low-tech, easy-to-implement, high-impact technique that obtains feedback from patients and families by creating real-time Patient and Family Advisory Councils (PFACs) to incorporate these valuable perspectives into the ongoing co-design of care experiences .
po
st
er
s
um
ma
ri
es
152
C o n fer en C e S eS S i o n S
program . The purpose of this program is to support children hospitalized with congenital heart defects with teen volunteers also born with cardiac disease .
from existence to engagement: one family advisory council’s Journey toward leading institutional change
Lynnie Reid, Family Initiatives Coordinator/FAC Co-Chair; Susan Shanske, LICSW, Clinical Social Worker; Children’s Hospital Boston, Boston, MA
The existence of a family advisory council (FAC) is an important step in ensuring patient- and family-centered care . To sustain effective partnerships, the FAC must constantly reevaluate . This poster illustrates our efforts to engage and empower our FAC .
the sickle cell disease family advisory board: an essential partner in continuously improving the health of people living with sickle cell disease
Nancy Caperino, MSW, Social Worker; Nathan Hagstrom, MD, Medical Director; Cecelia Pepers-Johnson, MS, Family Advisor/Chair of Family Advisory Board; Connecticut Children’s Medical Center, Hartford, CT
A Family Advisory Board is an invaluable partner for any organization providing treatment for people with sickle cell disease through creating educational programs for families and health care staff, providing invaluable insights into space design and treatment protocols, and increasing awareness .
development of a parent/family advisory board track at an international medical conference
Leslie Hazle, MS, RN, CPN, Director of Patient Resources, Cystic Fibrosis Foundation, Bethesda, MD; Kathryn Sabadosa, MPH, Research Associate, The Dartmouth Institute for Health Policy and Clinical Practice, Lebanon, NH; Teresa Schindler, RD, CF Dietitian, Rainbow Babies and Children’s Hospital, Cleveland, OH
A one day Advisory Board track was added to the International Cystic Fibrosis (CF) Medical Conference to promote patient- and family–centered care and collaborative self-management among health care professionals, parents, and partners of people with CF in improving care .
from the classroom to the bedside: parent testimonials assist medical students and resident physicians in understanding the positive impact of patient- and family-centered care
Alice Pengra, RN, BSN, MBA/HCM, Specialty Director for Pediatrics/Co-Chair Pediatric Parent Advisory Board; Kathleen Foy, BS, CCLS, Child Life Specialist; Georgetown University Hospital, Washington, DC
Annually, the Pediatric Parent Advisory Board hosts a Pediatric Grand Rounds for the purpose of sharing their testimonials with the medical students and residents . Their mission is to help them understand the impact they have on patients and families .
Volunteer ambassador program: high touch safe patient- and family-centered care in action
Kathy Berube, MA, Director, Volunteer Services; Judy Lucas, Chair, Patient Advisory Board; Ellen Moscinski, LCSW, Director of Patient Relations; Maine Medical Center, Portland, ME
The Volunteer Ambassador Program is a joint project between the volunteer and patient relations departments that provides support to patients, families, and staff to serve as an avenue for addressing non-clinical support services to help identify potential concerns/complaints .
families supporting families through family greeter program
Deborah Fuhrer, BA, MS, Family-Centered Care Coordinator; Linda Gilgore, Family Advisor; Penn State Hershey Children’s Hospital, Hershey, PA
The Family Greeter Program is a volunteer opportunity for families to offer support to newly admitted families at the Penn State Hershey Children’s Hospital . Partnering with the Family Advisory Council, the process, training, and fundamentals of the program were developed .
partnering with families in a culture of safety
Darlene Barkman, MA, Family Consultant; The Children’s Hospital of Philadelphia, Philadelphia, PA
The purpose of this poster is to demonstrate the high level of partnership between families and hospital leaders/staff at The Children’s Hospital of Philadelphia in building a Culture of Safety .
transforming the patient and family experience in an academic health care setting
Daryl Bell, BA, MDiv, Co-Chair Patient and Family Advisory Council/Professional Practice Leader for Spiritual Care; Anndale McTavish, MA, Co-Chair, Patient and Family Advisory Council; Marla Rosen, Patient Experience Advisor; Kingston General Hospital, Kingston, ON, Canada
This poster will outline how Kingston General Hospital has begun to ensure the voice of the patient is heard at every level of the organization and will include the logistics of forming/sustaining an advisory council and ensuring an advisor sits on every committee making decisions on patient care .
partnering with parents to improve patient/ family education
Joan Morgan, MSHA, MBA, RN, Education Consultant; Cincinnati Children’s Hospital Medical Center, Cincinnati, OH
Parent input into the patient education review process can have a significant impact on the final education given to families . This poster reviews basic health literacy principles and discusses how to involve patients/families in the creation of patient education materials .
heart2heart teen Volunteer mentoring program for pediatric cardiac patients
Christine Rich, MS, BSN, RN, Staff Nurse III, Lauren Smizer, BA, Child Life Specialist; Children’s Hospital Boston, Boston, MA
A Teen Volunteer Mentoring Program has been established and successfully piloted in a large pediatric cardiovascular
po
st
er
s
um
ma
ri
es
153
C o n fer en C e S eS S i o n S
leveraging mobile devices technology: put pfcc tools into the hands of patients, families, providers, and health professions students anytime, anywhere
Christine O’Meara, MA, MPH, Program Development Coordinator; Georgia Health Sciences Medical Center, Augusta, GA
The PFCC BASICS application for mobile devices gives health professions students, providers, and consumers (patients/families) an interactive tool to apply patient- and family-centered principles and practices . Participants will view the app, learn development tips, and identify patient- and family-centered related topics adaptable to app formats .
educational initiatives of patient- and family-centered care integration: partnerships with professional development specialists
Lisa Fidyk, MSN, MS, RN, Professional Development Specialist; Beth Smith, MSN, RN, Professional Development Specialist; The Hospital of the University of Pennsylvania, Philadelphia, PA
Educational strategies for patient- and family-centered care were developed by Professional development Specialists, nursing leadership, and the Patient Advisory Council for integration of core concepts into an academic medical center for adults with the goal to strengthen patient and family partnerships .
single-room nicus and family education: compensating for loss of observational learning opportunities with alternative models
Laura Borges, RN, Neonatal ICU Nurse; Kate Robson, BA, MEd, Parent Coordinator; Sunnybrook Health Sciences Centre; Toronto, ON, Canada
Multi-bed units help families learn by observing other families and staff members in action . Single-bed units have many advantages but limit observational learning . We can compensate for this limitation by setting educational goals and identifying alternative educational vehicles .
partnering with patients and families to reduce central line associated blood stream infections (clabsi) in pediatric hematology/oncology patients
Nathan Hagstrom, MD, Director, Hematology-Oncology; Catherine Bixby, BS, MS, Clinical Research Assistant; Jill Baral, BS; Founding Member of Connecticut Children’s Medical Center’s Cancer Family Advisory Board; Connecticut Children’s Medical Center, Hartford, CT
We are participating in the NACHRI Pediatric Hem-Onc Collaborative to reduce Central Line Associated Blood Stream Infections (CLABSI) . We collaborated with patients/families and our Cancer Family Advisory Board to create an educational tool aimed at increasing family/patient involvement in reducing/preventing CLABSI .
integrating the family Voice when teaching communication strategies in new nurse orientation
Colleen LaBelle, Parent Advisor; Maureen McAfee, RN, BSN; Carol Parry, MA, Family Centered Care Specialist; Seattle Children’s Hospital, Seattle, WA
This poster highlights a curriculum for new nurses to concurrently learn communication strategies and explore the family experience through open dialogue with parents; enabling them to better translate abstract concepts into practical steps and enhance their practice .
partnering with families for the ideal perioperative experience: Videolink development for staff education
Linda Cunningham Lawler, RN, BSN, Family Services Coordinator, Perioperative Services; Susan Kamerling, RN, MSN, BC, Family Services Coordinator, Perioperative Services; The Children’s Hospital of Philadelphia, Philadelphia, PA
Staff gain insight into patient- and family-centered care by listening to patients and families . This poster shares the development of an educational video and its placement as a videolink on the hospital’s intranet . Advantages, limitations, and integration into practice will be featured .
start the way You want to finish: initiative to improve communication and shared decision-making with families in an academic medical icu
Megan Carr-Lettieri, MSN, ACNP, BC, CCRN, Nurse Practitioner, Medical Intensive Care Unit; Hospital of the University of Pennsylvania, Philadelphia, PA
Family meetings happen when you may least expect them; and first impressions last . We are initiating an educational program for health care providers to foster proactive, comprehensive, multidisciplinary communication with patients and families, in particular, as it relates to end-of- life care .
linking patient- and family-centered care and culturally and linguistically appropriate services to clinical and academic accreditation
Kent Guion, MD, Vice President for Diversity and Inclusion; Georgia Health Sciences University, Augusta, GA
Organizational clinical and academic accreditations have become more focused on measured outcomes . The role and activities of patient- and family-centered care has been firmly integrated in both the Joint Commission and the Commission on College accreditation process at our institution .
diversity – it’s broader than You think
Christine O’Meara, MA, MPH, Program Development Coordinator; Georgia Health Sciences University, Augusta, GA
Increasing the understanding of diversity among health care professionals, staff, and students requires creativity, engagement, and self-assessment . Two successful teaching tools will engage participants and inform them how to convey diversity data interactively and visually to meet varied learning styles .
po
st
er
s
um
ma
ri
es
154
C o n fer en C e S eS S i o n S
rubber duckies in every tub—patient and family driven facility design
Timothy Flack, Attorney, Chairman Elect, Family Partner’s Council; Janet Phillips, MAEL, Executive Consultant to the President; Le Bonheur Children’s Hospital, Memphis, TN
This poster will describe processes used to include patients and families in the design of a new replacement facility using both formal and informal processes to ensure that the resulting environment would support patient- and family-centered care practices .
critical care family respite center
Maria Theron, RN, MSN, CCRN, Executive Director, Critical Care Division and Emergency Department; Memorial Health University Medical Center, Savannah, GA
How can you create a patient- and family-centered experience for families of patients in Critical Care? Through generous donations and the diligence of a young patient’s parents, we are now able to offer overnight accommodations for families of critical care patients .
putting patients first: the creation of a standardized patient- and family-centered care approach to surrogacy in a canadian tertiary care centre
Susan Guest, RN, MN, IBCLC, Clinical Nurse Specialist; Mary-Katherine Lowes, BA, BSW, MSW, RSW, Perinatal Social Worker, Educational Coordinator; Mount Sinai Hospital, Toronto, ON, Canada
This poster will feature the development of an inter-professional Gestational Carrier policy for use in a regional tertiary care centre and will provide practice guidelines congruent with the core aspects of patient-centered care while operating within the Canadian health care system and current legislative landscape .
supporting patients and families affected by autism: the development of the university of michigan health system’s (umhs) autism spectrum disorders (asd) multidisciplinary work group
Jacob Mouro, ICPS, Sergeant, Hospital Security; University of Michigan Health System, Ann Arbor, MI
In response to the rise in patients and families affected by autism, the UMHS ASd Multidisciplinary Work Group formed with the goal of providing them with the best support and care across all environments within the health system .
family-centered care in pediatric emergency medicine: what parents want and Value
Terri Byczkowski, PhD, MBA, Assistant Professor; Cincinnati Children’s Hospital Medical Center, Cincinnati, OH
No validated measure for family-centered care in pediatric emergency medicine exists . This lack of adequate measurement tools impedes progress in implementing family-centered care . The aims of this study were to identify, define, and develop questions to measure the dimensions of family-centered care important to parents .
partners for safety: patient and family hand hygiene
Kathy Howland, Patient and Family Advisor; Marilyn Potgiesser, RN, Coordinator, Patient- and Family-Centered Care; Bronson Methodist Hospital, Bronson Healthcare Group, Kalamazoo, MI
Learn how the passion and dedication of a patient and family advisor lead Bronson Healthcare to create a strategic initiative that instructs patients and family members about hand hygiene and supplies them with the tools to ensure a safe environment .
how to showcase patient- and family-centered care programs
Paul Seese, RN, MSN, Coordinator, Family Resource Center; Nationwide Children’s Hospital, Columbus, OH
Providing a venue for staff and families to share family-centered care programs is an important way of creating a culture of family-centered care . A poster expo is an effective way to celebrate, educate, and inspire further advances in patient- and family-centered care .
patient brochure: making the most of Your clinic Visit—tips for patients from patients
Janiece Davis, Patient Care Coordinator; Adele Wirch, R. EEG/EP T, CNIM, Outpatient Advisory Council Co-Lead and Senior Clinic Manager; University of Washington Medical Center, Seattle, WA
The Outpatient Advisory Council of University of Washington Medical Center used patient, provider, and staff feedback to determine elements of an effective clinic visit . The result, an information-sharing brochure, supports UWMC’s mission to provide exceptional patient- and family-centered care .
how social work integrates patient- and family-centered care in the sarcoma program at mount sinai hospital
Trisha Woodhead, CCW, BA, MSW, Social Worker, Outpatient Oncology; Sue Worrod, BSW, MEd, MSW, Social Worker, Sarcoma Program; Mount Sinai Hospital, Toronto, ON, Canada
Through a case study, this poster will illustrate how inpatient and outpatient Social Work plays an integral role in seamlessly implementing the principles of patient- and family-centered care in the Sarcoma Program at Mount Sinai Hospital in Toronto .
Vision to reality: upstate golisano children’s hospital, an award-winning design moving into practice
Melissa McElroy-Elve, MS, MSLIS, Director, Upstate Family Resource Center; Upstate Medical University, Syracuse, NY
Patient- and Family-Centered Care principles were implemented for strategic planning, operations, and decision-making to change leadership, culture, and physical environment . The impetus was the construction of a six-story, patient care tower, crowned by an award-winning 71-bed children’s hospital .
po
st
er
s
um
ma
ri
es
155
C o n fer en C e S eS S i o n S
a collaborative approach in supporting health care providers to partner with patients and families as allies for Quality and safety through a patient service navigator program
Jessica Collins-Hansley, BSW, Patient Service Navigator; John Stewart, MD, Hospitalist/Medical Director; Erin Tallman, OTR/LMHA, Vice President/Director of Patient and Family Advocacy; Onslow Memorial Hospital, Jacksonville, NC
This poster will share our experiences of the Patient Services Navigator Program as an effective way to improve quality, safety, and the patient and family experience in the hospital setting .
setting Your compass for patient- and family-centered care rounds
Christine O’Meara, MA, MPH, Program Development Coordinator; Georgia Health Sciences University, Augusta, GA
An underutilized opportunity to advance quality and safety, teaching rounds can be transformed into interdisciplinary patient- and family-centered bedside rounds with patients and families as partners . This poster will share the planning process to implement Patient- and Family-Centered Rounds in the adult care setting .
changing the culture of an intensive care unit through a patient and family advisory council
Desiree Wood, BA, RN, Staff Registered Nurse; University of Washington Medical Center, Seattle, WA
An ICU Patient and Family Advisory Council was established as a means to shift the culture of our units toward patient- and family-centered care by developing innovative programs that would improve patient, family, and staff satisfaction .
opinions of hospital staff regarding family presence (fp) at the bedside during resuscitation
Kathleen Shubitowski, MSN, RN, CEN, Clinical Nurse Specialist, Emergency Department; Barbara Tilden, MS, RN-BC, Manager, Clinical Professional Development and Magnet Recognition Program; South Shore Hospital, South Weymouth, MA
Baseline measures of opinions regarding presence of family during resuscitation were established prior to launching family presence initiative . Provider education was designed based on evidence in literature addressing barriers to implementation with the goal to increase the incidence of family presence without increasing anxiety of providers .
collaborative assessment and intervention in clinical care
Lisa Morrise, MA, Patient and Family Centered Care Coordinator; Katy Jo Stevens, MSW, LCSW, Administrative Director, Family Support Services; Primary Children’s Medical Center, Salt Lake City, UT
This poster will showcase a model for implementing patient- and family-centered care in a Social Work, Child Life, and Music Therapy clinical setting . Areas covered include using rounds to promote patient and family collaboration, how to offer clinical options, and tools for tracking implementation of the model .
patient engagement research project: engaging patients in the design and delivery of early intervention mental health services
Fiona Wilson, BA, CPRP, Coordinator, Peer Support Services/Project Team Member, Patient Engagement Project; St. Joseph’s Healthcare Hamilton, Hamilton, ON, Canada
Using market research methods, the Patient Engagement Project has solicited the preferences and opinions of patients in designing an Early Intervention Service to maximize the likelihood of patients making initial contact, attending their first appointment, and staying in the program .
initial testing of guided family-centered care: evaluation and improvement of an intervention promoting parent communication and support
Janne Weis, PhD Student, Clinical Nurse Specialist; Copenhagen University Hospital, Rigshospitalet, Copenhagen, Denmark
Communication is a critical factor when practicing family-centered care . Guided Family-Centred Care is an intervention based on structured communication between parents and nurses throughout hospital stay focused on what is perceived as difficult by parents .
chinese nurses’ attitudes about patients and families as advisors
Yan Qun Liu, PhD Student; Wuhan University HOPE School of Nursing, Wuhan, Hubei Province, China
This study investigated Chinese nurses’ attitudes about patients and families as advisors in their own health care .
engaging patients, families, and staff in the plan of care through the use of bedside reports
Jean Gaudette, BS, RN, Nurse Manager; Mary Jean Vickers, DNP, RN, ACNS, BC, Program Manager, Clinical Development; University of Minnesota Medical Center, Fairview, Minneapolis, MN
describe the development of patient- and family-centered care partnerships utilizing bedside handoffs and whiteboards as a method of engaging patients, families, and interdisciplinary staff . A staff led initiative resulted in improved patient satisfaction scores and participation of the patient in care .
patient- and family-centered care from entry to exit…
Michael Barnes, Patient Access Services Manager; Kaili Nixon, RN, Assistant Nurse Manager Med/Surg, Patient Experience Leader; Chowan Hospital, Edenton, NC; Gaye Branch, RRT, RCP, Respiratory Care Manager/Patient Experience Leader; Bertie Memorial (UHS); Bertie Memorial Hospital, Windsor, NC
Bertie Memorial and Chowan Hospitals, two critical access hospitals within Vidant Health, are committed to advancing the culture of patient- and family-centered care through involved leaders, engaged staff, and active patient-family advisory councils .
po
st
er
s
um
ma
ri
es
156
C o n fer en C e S eS S i o n S
scrapbooking, Journaling, and charting as a means for increasing information-sharing and reducing stress in the nicu
Jennifer Glick, PhD, NICU Family Advisor; University of Washington Medical Center, Seattle, WA
At the University of Washington Medical Center Neonatal Intensive Care Unit (UWMC NICU), parents are supplied a journal to help them keep track of medical information and to use to help reduce their stress levels .
reflections of the nicu family’s Journey beyond the first Year
Gwynn Bissell, RGN, Education and Parent Lead; Leeds Teaching Hospitals; Yorkshire Neonatal Network, West Yorkshire; United Kingdom
The review of family experiences was developed to understand our family representative’s voyage of becoming ambassadors to the Yorkshire Neonatal Network (YNN) and to understand the long-term NICU family graduate experiences .
proposed paediatric cardiac rehabilitation program
Joanne Telfer, BSc; Simon Fraser University, Burnaby, British Columbia; Lynne Telfer, RN; Saskatoon City Hospital, Saskatoon, SK, Canada
The Saskatchewan Union of Nurses, the Saskatchewan Paediatric Cardiology Clinic, and the Adult Cardiac Rehabilitation Program are collaborating to develop a paediatric Cardiac Rehabilitation Program . This program is designed to address the physical and psychosocial needs of patients and their families, providing them with life-long skills that will enable them to independently manage their health with confidence and knowledge .
learnings from a national symposium on raising awareness of patient and family engagement and its benefit to the design of the canadian health care system
Wendy Medved, MHSc, Monitoring Lead, Health Council of Canada; Toronto, ON, Canada
This poster describes outcomes of the October 2011 Health Council of Canada symposium that explored the challenges and opportunities in patient engagement and the benefits of involving patients in the design of the Canadian health care system .
partnering to accelerate the rate of positive change: the collaborative experience of lauren’s hope foundation and the nicu at lehigh Valley health network
Lorraine Dickey, MD, MBA, FAAP, Chief, Division of Neonatology, Lehigh Valley Health Network, Allentown, PA; Ann Flood, Lehigh Valley Health Network Patient Advisor Volunteer, Lauren’s Hope Foundation, Bath, PA
Philanthropists and health care leaders can leverage the donor’s story to accelerate the rate of positive rate of change within a health care system .
patient- and family-centered communication boards
Teresa Booth, BSN, RN, NE-BC; Baylor University Medical Center, Dallas, TX
The purpose of this poster is to describe how we successfully created and implemented patient- and family-centered communication boards placed in patient rooms in an acute care hospital to promote patient and health care team communication .
or family tour night
Cindy Boyd, RN, CPN(C), RNFA; Dawn Korol, RN, CPN(C), Team Leader; Keith Taylor, Chair, Patient- and Family-Centered Care PFA Committee; Thunder Bay Regional Health Sciences Centre, Thunder Bay, ON, Canada
One of the worst feelings in the world for a parent is to hand your child to a stranger and listen to them cry as the operating room doors close . We have found a way to make it better for all .
pediatric family-centered rounds: a 360 degree View
Pamela Griffin, Family Advisor on Staff/Founding Member Family Advisory Council; Barbara Hall, RN, Patient and Family Advocate/Chairperson, Patient- and Family-Centered Care Initiative; Tricia Willis, RN, Nursing Team Leader/Co-Chair Hopkins Children’s Center Family Centered Rounds Committee; Johns Hopkins Hospital, Baltimore, MD; Janet Serwint, MD, Professor, Pediatrics; Megan Tschudy, MD, Fellow, General Academic Pediatrics; Johns Hopkins School of Medicine, Baltimore, MD
Collaborative advisory groups were convened to explore the experiences of all participants in family-centered rounds (FCR) . Key advisors were families, patients, physicians (attendings, residents), medical students, nurses, social workers, and case managers who participate in FCR .
discharging the medically complex infant from the nicu
Stephanie Adam, RN, BSN, Assistant Nurse Manager, NICU; Women & Infants Hospital, Providence, RI
discharging medically complex NICU infants to home is a challenge for both providers and families . This poster will highlight the process of discharging these infants and their families ensuring that all team members, including families, are on the “same page .”
the poke program: a Voice and choice for children undergoing pokes and procedures
Sandra Merkel, MS, RN-BC, Clinical Nurse Specialist, Pediatric Acute Pain Service, University of Michigan School of Nursing; Julie Piazza, MS, CCLS; University of Michigan Health System, Ann Arbor, MI
Needlesticks are a routine part of care for children in medical settings . These procedures often cause children pain and anxiety . To increase comfort, a patient- and family-centered program was developed to provide choices to support children and parents through pokes and procedures .
RESOURCES
fl
oo
r
pl
an
Cap
itol
Roo
mEa
st R
egis
tratio
n
Emba
ssy
Roo
mTe
leph
ones
Park
ing
Lot
Ham
pton
Roo
m
East
Con
fere
nce
Cen
ter
Calv
ert
Room
Cha
irman
’sBo
ard
Room
Men
’sLo
unge
Pres
iden
t’sB
oard
Roo
mFr
ont D
esk
& Re
cept
ion
Wom
en’s
Loun
ge
East
Elev
ator
sE
AS
T LO
BB
Y
ATM
Littl
e So
met
hing
Gor
met
New
s St
and
Gift
Sho
p
Gov
erno
rsBo
ard
Roo
m
Con
cerg
eD
esk
MA
IN L
OB
BY
Tele
phon
es
Cab
inet
Roo
m
Jew
elry
Stor
eM
en’s
Res
troom
Wom
en’s
Res
troom
Cou
ncil
Roo
m
Foru
mR
oom
Sena
teR
oom
Bus
ines
sC
ente
rW
est
Reg
istra
tion
Men
’sR
estro
om(L
ower
Lev
el)
Wes
tC
onfe
renc
eC
ente
r
MA
IN E
NTR
AN
CE
ADA
Ram
pTo
Lob
by
Cal
vert
Roo
mC
apito
l Roo
mC
hairm
an’s
Boar
droo
mEm
bass
y R
oom
Gov
erno
r’s B
oard
room
Ham
pton
Roo
mPr
esid
ent’s
Boa
rdro
omEa
st R
egis
tratio
n
EA
ST
LOB
BY
Cab
inet
Roo
mC
ongr
essi
onal
A&
B Ro
omC
ounc
il Roo
mEx
ecut
ive R
oom
Foru
m R
oom
Sale
s C
onfe
renc
e R
oom
Sena
te R
oom
Wes
t Reg
istra
tion
WE
ST
LOB
BY
Blue
Roo
mBl
ue P
re-F
unct
ion
Ham
pton
BA
LLR
OO
MS
(Eas
t Lob
by)
Amba
ssad
or B
allro
omD
iplo
mat
Roo
mEm
pire
Roo
mPa
lladi
an R
oom
Reg
ency
Roo
m
BA
LLR
OO
MS
(Wes
t Lob
by)
For A
cces
s to
Dip
lom
at b
allro
oms
Plea
se u
se e
leva
tors
on
the
Wes
t Sid
ean
d go
to le
vel 1
B.
For A
cces
s to
the
Empi
re B
allro
oman
d H
ealth
Clu
b/O
utdo
or P
ool
Plea
se u
se e
leva
tors
on
the
Wes
t Sid
eof
the
Hot
el a
nd g
o to
leve
l 2B.
Rob
ert’s
Res
taur
ant
Rob
ert’s
Priva
teD
inin
gR
oom
Palla
dian
Roo
mD
iplo
mat
Roo
mBl
ueR
oom
Blue
Roo
mPr
efun
ctio
n
Res
tR
oom
s
ADA
Elev
ator
to R
ober
ts R
esta
uran
tan
d Pa
lladi
an R
oom
Coa
t Che
ck
WES
T LO
BB
Y
Marquee Lounge
CongressionalRoom
Wes
tEl
evat
ors
Men
’sC
loth
ing
Stor
e
Dire
ctor
’sR
oom
Com
mitt
eeR
oom
Stai
rs
Exec
utive
Roo
m
Bird
Cag
e W
alk
Rege
ncy G
aller
y
AMBA
SSAD
OR
BALL
ROO
MADA
Lift t
oAm
bass
ador
and
Rege
ncy B
all R
oom
sLe
vel 1
B
Wom
en’s
Loun
ge(L
ower
Lev
el)
Tele
phon
es
Sale
s C
onfe
renc
eRo
om
Empi
reRo
om
Hea
lthC
lub
LOW
ER L
EVEL
2 B
REG
ENC
Y BA
LLRO
OM
ADA
Elev
ator
to B
lue
Roo
m&
Par
kvie
w B
uild
ing
ToPa
rkvie
wRo
oms
Terra
ceVe
rand
a
Empi
re F
oyer
Exhi
bit H
all …
just
fo
llow
the
Pinw
heel
s
159
h ot el flo o r pl A n
160
Please subscribe me to IPFCC 2012 Online Learning Library for $129
I prefer IPFCC 2012 on DVD-ROM for $159 (includes Online Learning Library!) Please add $50 UPS Shipping for International Orders
Visa ✶ MasterCard ✶ Amex ✶ Discover
Card # ___________________________________
Exp ____________ Billing Zip Code ___________
Amount __________________________________
Signature _________________________________
MAKE CHECKS PAYABLE TO:IntelliQuest Media1135 Powers PlaceAlpharetta, GA 30009 USATel: 866.651.2586 The next best thing to being there. Fax: 678.824.8317 www.intelliquestmedia.com [email protected]
Shipping Address Please provide business card or PRINT clearly
Name __________________________________________
Company _______________________________________
Street __________________________________________
City, State, Zip ___________________________________
Country _________________________________________
Phone _________________________________________
Email ___________________________________________
Audio Capture of all 105 Sessions in Choice of Formats!
Online Learning Library: $129 (Unlimited / Lifetime Access)
DVD-ROM: $159 (Includes FREE Online Access!) Your Cho
✦ Both formats include MP3 audio recordings along with speaker approved Presentations (PDF format).
✦ Online Library also includes Poster Sessions in PDF format.
✦ Online content can be streamed for immediate access or quickly downloaded to iPod, iPhone or any digital player. DVD-ROM files can be easily transferred to portable device.
✦ Conveniently receive your log-in credentials approximately 3 weeks after the conference.
✦ Please allow 4-6 weeks for delivery of DVD-ROM. FREE Online Learning Library included!
✦ Order on-site and save! Full package prices will increase by $30 after the meeting.
✦ Individual sessions also available on CD ($17) and MP3/PDF Download ($15).
✦ See a session listing and place your order at Intelliquest Media located in Registration area.
Catch what you Missed Review what you Heard Share with Colleagues
161
ann arbor marriott ypsilanti
162
about the seminarThis seminar provides three and a half days of comprehensive and practical sessions designed to help administrative leaders, board members, physicians, nurses and other staff, patients, and families become effective agents for patient- and family-centered change in their organizations. Participants will gain the knowledge and skills to begin to transform health care within hospitals, ambulatory care settings, and community practices to address the challenges and recommendations discussed in the Institute of Medicine’s report, Crossing the Quality Chasm: A New Health System for the 21st Century and more recently, the National Priorities Partnership’s report, National Goals and Priorities: Aligning Our Efforts to Transform America’s Healthcare, and the U.S. government’s new health care initiative, the Partnership for Patients: Better Care, Lower Costs, a public-private partnership to help improve the quality, safety, and affordability of health care.
seminar learning objectivesUpon completion of this seminar, participants will be better able to:
u Describe patient- and family-centered care and how it can be applied to adult and pediatric inpatient care; primary care, medical home, and other ambulatory care; maternity care; newborn intensive care; mental health care; emergency care; and long-term care.
u Examine examples of excellence and innovation in partnering with patients and families to improve the experience of care and clinical outcomes.
u Explore patient- and family-centered approaches to address the Partnership for Patients’ goals of keeping patients from getting injured or sicker and helping patients heal without complications—specifically, reducing readmissions, decreasing infections, and providing safe care transitions.
u Explore the roles of senior executives in providing leadership for patient- and family-centered change.
u Discuss how to integrate patient- and family-centered concepts in the education of health care professionals, quality improvement, risk management, patient safety, facility design, HIPAA and other privacy regulations, evaluation, strategic planning, and the use of information technology to facilitate partnerships with patients and families.
u Identify strategies for developing and sustaining patient and family advisory councils and other collaborative endeavors with patients and families.
u Describe the skills necessary for facilitating and sustaining effective change in hospitals, primary care and other ambulatory care settings, and health systems.
u Discuss approaches to measure patient- and family-centered change.
u Develop action plans for patient- and family-centered change, individualized for each health system, hospital, or practice.
Who should attend?We urge health systems, hospitals, and community practices to send an interdisciplinary team of participants that includes administrative leaders, board members, physicians, nurses and other staff, as well as patient and family advisors whose primary association with a health care organization is as consumers of services. Team members can include:
u Patient and Family Advisors and Leaders
u Health Care Administrators and Managers
u Clinicians—Hospitalists and other Physicians, Nurses, Social Workers, Psychologists, and Developmental Specialists
u Respiratory, Occupational, and Physical Therapists
u Hospital and Other Community Board Members or Trustees
u Quality Management and Patient Safety Personnel
u Care Coordinators/Discharge Planners
u Directors of Residency and Training Programs/Medical Student Clerkships
u Organization Development Professionals
u Researchers and Evaluators
u Facility Planning Staff
registration is now open! For more information, go to www.ipfcc.org or call 301-652-0281.
163
Webinar schedules u m m e r • 2 0 1 2
AN EDUCATIONAL OPPORTUNITY OFFERED BY THE INSTITUTE FOR PATIENT- AND FAMILY-CENTERED CARE
read about our webinar faculty on our website – www.ipfcc.orgCheck our website for dates and registration information.
The institute is offering webinars on ‘hot topics!’The Institute offers educational webinars on ‘hot topics’ to advance the practice of patient- and family-centered care. Generally an hour and a half, webinars include presentations by Institute faculty members and nationally recognized experts, followed by the opportunity for participants to ask questions and discuss the topic.
Handouts and supplemental resources are included with registration. Invite your colleagues to join you on a webinar—you may have as many people in the room with you for just one registration price. Pinwheel Sponsors, be sure to call the Institute to receive your webinar discount.
Fees$249 per call-in line (A group of any size may participate in the same room with you on this call-in line.)
$199 for Pinwheel Sponsors (Please call the Institute for details.)
After your registration is confirmed, you will receive details about joining the webinar.
Who should aTTendHealth care administrators, hospital directors and program coordinators, nurses, clinicians, other health care professionals, and patient and family leaders/advisors who want to advance patient- and family-centered initiatives.
Participants will receive a General Certificate of Participation for 1.5 hours.
may 2012The role of Patients, Families, and the community in Patient safety: innovation and best Practices(Faculty: Paul Boucher/Kelly Parent) Wed., May 23, 2012; 1 pm EDT
Discuss how patients, family members, and communities may make a significant impact on
patient safety. In this webinar, participants learn practical strategies in how to form partnerships among staff/faculty, patients/families, and community to enhance safety initiatives and to improve processes and outcomes.
applying Patient- and Family-centered concepts in dealing with challenging situations with Patients and Families (Faculty: Terry Griffin) Tues., May 15, 2012; 1 pm EDT
Learn how to identify situations that challenge hospital staff to develop and maintain partnerships with patients and families. In this webinar, discover strategies to solve challenging situations encountered while implementing patient- and family-centered care. Recognize language that can affect the development of partnerships with patients and families.
June 2012hospitals and communities advancing Patient- and Family-centered care: a beginner’s Guide (Faculty: Marie Abraham/Julie Moretz) Thurs., June 21, 2012; 1 pm EDT
As patient- and family-centered care continues to gain national attention, join this webinar to learn how to turn these key concepts into outcomes. Learn fundamental strategies for building infrastructure in your organization and how patient- and family-centered care can improve quality, safety, and the experience of care for your patients.
For more information and registration details about webinars and other educational opportunities, visit:
www.ipfcc.org or call 301-652-0281.
NEW!
164
July 2012Patient- and Family-centered approaches in Transitions from nicu/Picu(Faculty: Terry Griffin/Marie Abraham) Tues., July 17, 2012; 1 pm EDT
Patient- and family-centered care encourages families to be partners in caregiving and decision-making. Traditionally, planning for the transition to home in newborn and pediatric intensive care settings has been done without significant involvement of the family. In fact, family participation in caregiving may be limited until discharge is imminent. This webinar reviews common practices and processes in NICU/PICU settings and offers strategies to assist clinicians and staff in integrating a patient- and family-centered approach into planning for the transition home.
creating a Patient- and Family-centered medical home(Faculty: Beverley H. Johnson/John Barnes/Betty Girard/Judy Ward) Thurs., July 26, 2012; 4 pm EDT
We have an opportunity to redesign primary care to work more effectively and efficiently for patients and
families, to create a better quality of worklife for primary care clinicians and staff, and to provide value to the purchasers of health care. A true patient- and family-centered medical home is a profound change in organizational culture. Join this webinar to discuss promising practices to advance the practice of patient- and family-centered care and to build effective, sustained partnerships with patients and families in primary care.
august 2012creating Patient and Family advisory councils— Getting started (Faculty: Marlene Fondrick/Julie Moretz) Tues., August 14, 2012; 1 pm EDT
Developing partnerships with patients and families as advisors is a good investment for your organization. Discuss how to create a patient and family advisory council for your hospital or health care organization. Discussions are geared for those planning to create a council or for councils that were established a year ago. Also, join in even if you just want a refresher course for some good ideas to keep the momentum going.
september 2012The smarT discharge—an always event®
(Faculty: Kristina Andersen/Joanna Kaufman) Tues., September 18, 2012; 1 pm EDT
As children we are told to ALWAYS look both ways when crossing the street. In hospitals, we are taught to NEVER operate on the wrong patient or wrong site. This webinar will focus on an Always Event®, the SMART Discharge Protocol created by AAMC. The faculty will discuss the successes and challenges of including patients and families in the discharge process and the methods used to implement this new system of care in a community hospital.
other Webinar Topics offered by the institute• advanced session: sustaining and enhancing Your
Patient and Family advisory council
• changing the View that Families are Visitors—strategies that support Family Presence in newborn intensive care and Pediatric settings
• collaborating with Youth and Families to create successful Transitions to adult health care
• developing Patient- and Family-centered Peer support Programs
• enhancing Patient- and Family-centered communication at the bedside and beyond
• enhancing the collaborative Process: Preparing, supporting, and mentoring staff and Patient and Family advisors to advance Patient- and Family-centered care
• excellence and innovation in Partnering with Patients and Families to measure outcomes of Patient- and Family-centered care
• exploring the role of leaders in Patient- and Family-centered care
• implementing a Patient and Family Faculty Program to strengthen a Patient- and Family-centered culture
• Patient and Family involvement in change of shift report
• Patient- and Family-centered care in adult critical care units
• The road less Traveled: integrating Pediatric Palliative care and Patient- and Family- centered care
• Through Their eyes: collaborating with Patients and Families from hospital design through moving in
Let us know if you have a specific topic of interest as we continue to expand our webinar series.
To learn more about Pinwheel Sponsor discounts, please call the Institute.
NEW!
NEW!
165 1
Institute for Patient- and Family-Centered Care
Institute for Patient- and Family-
Centered CareThe Institute for Patient- and Family-Centered Care, a non-profit organization, provides essential leadership to advance the understanding and practice of patient- and family-centered care. By promoting collaborative, empowering relationships among patients, families, and health care professionals, the Institute facilitates patient- and family-centered change in all settings where individuals and families receive care and support.
The Institute serves as a central resource for policy makers, administrators, program planners, direct service providers, educators of health care professionals, design professionals, patients, and family members. The Institute promotes change and improvement in health care through development of print and audiovisual resources, information dissemination, policy and research initiatives, training, and technical assistance.
Institute for Patient- and Family-
Centered Care 6917 Arlington Road, Suite 309
Bethesda, MD 20814 Phone: (301) 652-0281
Fax: (301) 652-0186 E-mail: [email protected]
Visit our website at www.ipfcc.org
Summer 2012Resources
CONTENTSGuidance Publications and Books..........................……2
Multimedia ResourcesVideos/DVDs......................….......................................…......3CD-ROM & MP3 Audio CDs......................................….....5
Self-Assessment Tools....…..........................….................5
Advances.….........................................................................6
Resource Packages.............................................................6
Index of ResourcesAlphabetical………………………………………....……....7By Item Number………………………………….....……....8
Order Form...…...............................................................….9
Receive 10% off Institute Resources when purchased at The 5th International Conference
and online until July 31, 2012!
Please visitwww.ipfcc.org/resources
to purchase materials through our simple and secure online marketplace. Use discount code dc12for a 10% discount, valid until July 31, 2012.
1662
GUIDANCE PUBLICATIONS AND BOOKSAdvancing the Practice of Patient- and Family-Centered Geriatric Care This publication introduces the concepts of patient- and family-centered care. It is a guide to using a collaborative process to improve geriatric care in hospitals and residential facilities. This resource contains a set of self-assessment tools for geriatric care in hospitals and long-term care facilities. Tools for geriatric medical education and design planning are also included.
Item No. 32083 !! ! ! ! $40 Item No. 32183, 12 copies ! ! ! $440 See also companion video, ”Creating a Home in a Nursing Home: Perspectives from the Inside” (Item No. 32012)
Changing the Concept of Families as Visitors: Supporting Family Presence and Participation This publication serves as a practical resource to assist hospitals in re-envisioning “visiting” policies in favor of guidelines that support family presence and participation. A wealth of examples highlight the successful move towards a more patient- and family-centered environment in adult and pediatric hospital settings. This guidance publication offers practical strategies and includes checklists and assessment tools useful in the process of creating change. Topics include everything from the history of hospital policies to innovative architectural design.
Item No. 32084 !! ! ! ! $40 Item No. 32184, 12 copies ! ! ! $440
Collaborative Design Planning This publication guides organizations through the process of collaborative design planning. It will stimulate thinking about ways to collaborate with patients, families, and staff to create more supportive environments for all types of health care facilities.
Item No. 32099 !! ! ! ! $30 Item No. 32199, 12 copies! ! ! $330
Creating and Enhancing Patient and Family Resource Centers This practical guide for developing patient and family resource centers addresses a range of issues, including planning, scope of services, selecting and organizing materials, staffing, use of technology, and evaluation. The importance of collaboration with patients, families, and communities is emphasized. It includes sample documents, marketing tools, budgets, fundraising strategies, and policies and procedures.
Item No. 32086 !! ! ! ! $50 Item No. 32186, 12 copies ! ! ! $550 See also companion video, “Patient and Family Resource Centers: A Visual Journey” (Item No. 3209)
Creating Children’s Advisory Councils This publication offers practical guidance and strategies for creating and sustaining councils that involve children and youth. This resource profiles ten advisory councils and includes sample advisory council materials.
Item No. 32087 !! ! ! ! $30 Item No. 32187, 12 copies ! ! ! $330
Creating Patient and Family Faculty Programs This publication can help organizations create ways for patients and families to be educators in graduate and undergraduate programs, and to be actively involved in staff orientation and development programs. This resource includes recommendations for recruitment, training, and support for patient and family faculty. Over 50 programs are highlighted.
Item No. 32088 !! ! ! ! $50 Item No. 32188, 12 copies ! ! ! $550
Developing and Sustaining a Patient and Family Advisory Council This resource profiles a variety of consumer advisory councils, their structures, and activities. Guidance on establishing a new council and sustaining the momentum of an existing council is included. Descriptions include council responsibilities and the potential impact a council can have on an organization. Sample materials and forms from established councils across North America and an annotated bibliography are also included.
Item No. 32085 !! ! ! ! $40 Item No. 32185, 12 copies! ! ! $440
Essential Allies: Families as AdvisorsThis publication is a how-to manual on involving families as consultants and advisors in policy and program development. Included are examples and descriptions of how hospitals, state agencies, community programs, and universities foster collaboration and partnership between providers and families. This resource emphasizes approaches to involve families traditionally underrepresented in policy-making activities.
Item No. 32060 !! ! ! ! $15Item No. 32160, 12 copies! ! ! $150!Families as Advisors: A Training Guide for CollaborationThis publication is a practical step-by-step guide for conducting training sessions for families and providers to increase the involvement of families serving in advisory roles.
Item No. 32062! ! ! ! ! $15Item No. 32162, 12 copies! ! ! $150
Institute for Patient- and Family-Centered Care Resources
167 3
Privileged Presence: Personal Stories of Connections in Health CareThis book is a collection of over 50 stories that reflect people's health care experiences from the points of view of compassion, communication, collaboration, respect, and dignity...or their absence. This timely book uses real-world experiences recounted by patients and their families, nurses, doctors, and other health care professionals to illustrate what works and what doesn't, what increases or diminishes people's sense of confidence and well-being. Tools for improving care and creating partnerships are included in the book.
Item No. 3211 ! ! ! ! ! $16.95
Words of Advice: A Guidebook for Families Serving as AdvisorsThis workbook for families who are new to advisory roles is a companion to “Essential Allies: Families as Advisors.” Many self-assessment tools and exercises to help identify skills and interests are included, as well as “words of advice” from expert families serving in advisory roles.
Item No. 32061 !! ! ! ! $15Item No. 32161, 12 copies ! ! ! $150
MULTIMEDIA RESOURCES
VIDEOS/DVDsMost videos are available in DVD and VHS format.
Bedside Nurse Change of Shift Report (5 minutes)This video presents two nurses and an adult patient participating in an actual bedside nurse change of shift report at Perham Memorial Hospital and Home in Perham, MN.
Item No. 32106, Online/Download! ! $35Item No. 32107, DVD! ! ! ! $35
Collaborative Rounds in Adult Cardiology (10 minutes) and Patient Advisors for Cardiology (6 minutes)The first video portrays a model for rounds that is non-hierarchical, encourages the participation of the patient, family, and all other members of the team, and provides the opportunity to discuss problems in care and identify solutions. The structured communications protocol for rounds featured in this video received the John M. Eisenberg Patient Safety Award in 2002. In the second short video, an adult cardiac patient and other cardiology team members discuss the improvements and benefits of having patients serve as peer mentors and advisors.
Item No. 32104 !! ! ! ! $85
Institute for Patient- and Family-Centered Care ResourcesHow Can I Tell You?This booklet explores the complex issues related to secrecy and disclosure with children when a family member has AIDS. Families and providers share their insights and experiences and describe the process and decision-making that accompanies the journey from secrecy to disclosure.
Item No. 3201! ! ! ! ! $15
Making Connections—Building Support Networks for Families Living with HIVThis how-to manual for families and providers explains how to develop community family-to-family support networks. Examples from successful family-to-family support networks are included.
Item No. 3202 ! ! ! ! ! $10
Partnering with Patients and Families To Design a Patient- and Family-Centered Health Care System: Recommendations and Promising PracticesThis publication, with funding support from the California HealthCare Foundation, is based on the deliberations and key recommendations that emerged from a unique meeting convened by the Institute for Patient- and Family-Centered Care in collaboration with the Institute for Healthcare Improvement and funded by the Robert Wood Johnson Foundation. Highlighted are examples of best practices drawn from hospitals, ambulatory programs, medical and nursing schools, funders of health care, patient- and family-led organizations, and other health care entities. These organizations are making exemplary progress in partnering with patients and families to enhance quality and safety and to improve the experience of care. (For more information on the meeting, see Partnering with Patients and Families...A Roadmap for the Future, available for download at www.ipfcc.org/tools/downloads.html.)
Item No. 3212 ! ! ! ! ! $60Item No. 3213, 5 copies !! ! ! $275
Partnering with Patients, Residents, and Families: A Resource for Leaders of Hospitals, Ambulatory Care Settings, and Long-Term Care CommunitiesThis groundbreaking resource shows how partnerships with patients, residents living in long-term care communities, and families have been essential to organizational change in many different health care settings. The guide provides a framework for senior leaders to create and sustain such partnerships and offers specific steps that leaders can take to develop partnerships to redesign and improve health care. Best practices from over 130 exemplary organizations provide concrete and real-world examples. The guide also contains suggestions for using the video to inspire and prepare others to partner with patients, residents, and families. Several practical tools and a detailed list of helpful written, audiovisual, and online resources are included.
Item No. 3215 ! ! ! ! ! $65See also the video, “Partnerships with Patients, Residents, and Families: Leading the Journey” (Item No. 32108)
1684
Creating a Home in Nursing Homes: Perspectives from the Inside (21 minutes)This video summarizes the findings from a focus group research project. Residents, families, and staff in nursing homes talk about the physical environment and characteristics important to one’s sense of well-being. This video is useful to design professionals, staff in nursing homes, and older adults and their families in designing new or redesigning existing environments.
Item No. 32012 !! ! ! ! $75See also the publication, “Advancing the Practice of Patient- and Family-Centered Geriatric Care” (Item No. 32083)
Designing for Family-Centered Care (34 minutes)This video profiles innovative design projects—children’s hospitals and general hospitals, new construction and renovation. It is an important resource for architects, interior designers, hospital design teams, and educators.
Item No. 3208! ! ! ! ! $75
Newborn Intensive Care: Changing Practice, Changing Attitudes (71 minutes)This 9-segment training video profiles changes toward family-centered, developmentally-supportive care at Phoenix Children’s Hospital. Segments featured: Families, Nurses’ Reflections, A Neonatologist’s Thoughts, Rounds, Cultural Diversity, A Conversation Across Two Languages, Fathers, Skin-to-Skin Care, and The Process of Change. A user’s guide accompanies the video.
Item No. 3204 ! ! ! ! ! $100
Parent Participation in Rounds: The Reflections of a Pediatric Intensivist (8 minutes) This video presents an interview with Daniel L. Levin, MD, former Medical Director of Pediatric Critical Care at Dartmouth-Hitchcock Medical Center in Lebanon, New Hampshire, describing a process of conducting rounds in a PICU with families as an integral part of the process. He discusses potential benefits, the importance of parent observations, valuable insights learned from parents about their children and the children’s conditions, and the role of collaboration with families in creating the “accurate story.”
Item No. 32103 !! ! ! ! $55
Partnerships with Families in Newborn Intensive Care...Enhancing Quality and Safety (11 minutes)This video highlights how family-centered concepts can be integrated within a NICU, beginning with a philosophy of care developed collaboratively by families, staff, and faculty. Family participation in rounds is featured. A physician leader, various staff, and families offer their perspectives on family-centered care. This video won first place in the “Working Together” category of the 2003 Dartmouth Clinical Microsystem Film Festival.
Item No. 32102! ! ! ! $85
! Partnerships with Patients, Residents, and Families: Leading the Journey (20 minutes)A powerful business transformational strategy for health care leaders is developing sustained, meaningful partnerships with patients, residents living in long-term care communities, and families to learn directly from them about the experience of care and engage them as partners in organizational change and improvement.Partnerships with Patients, Residents, and Families: Leading the Journey is a 20-minute video focusing on the accomplishments and ongoing activities of key leaders who have created exemplary partnerships in two health care organizations representing very different types of care settings—acute and long-term, urban and rural. MCG Health System in Augusta, Georgia, is an urban academic center with a large ambulatory program. Perham Memorial Hospital and Home in Perham, Minnesota, is a rural, critical access hospital with a long-term care community. The video captures the experiences of leaders in these organizations and shares their insights regarding the benefits of collaborating with patient, resident, and family advisors in a variety of advisory roles.
Item No. 32108 !! ! ! ! $95See also the publication, “Partnering with Patients, Residents, and Families: A Resource for Leaders of Hospitals, Ambulatory Care Settings, and Long-Term Care Communities” (Item No. 3215)
Patient and Family Resource Centers: A Visual Journey (37 minutes) This video companion to the publication, Creating and Enhancing Patient and Family Resource Centers (Item No. 32086), provides an overview of resource centers—small and large, new and established. Each of the five resource segments in the videotape profiles a specific center. The video captures the rationale for resource centers and the perspectives of patients, families, center staff, health care professionals, and administrative leaders. The video can be used to educate and advocate for a resource center.
Item No. 3209 ! ! ! ! ! $100
Strategies for Leadership: Patient- and Family-Centered Care Toolkit (13 minutes)The American Hospital Association partnered with the Institute for Patient- and Family-Centered Care to produce the Strategies for Leadership: Patient- and Family-Centered Care Toolkit. This resource was distributed to the CEO of every U.S. hospital. It contains a video (VHS), Patient- and Family-Centered Care: Partnerships for Quality and Safety, and companion discussion guide, a resource guide, and a self-assessment tool for hospitals.
ToolkitItem No. 32109 !! ! ! ! $50Toolkit with DVDItem No. 32110 !! ! ! ! $90Patient- and Family-Centered Care: Partnerships for Quality and Safety, DVDItem No. 32105 !! ! ! ! $45Online ResourceVisit bit.ly/aha-pfcc-toolkit
ResourcesInstitute for Patient- and Family-Centered Care
169 5
Institute for Patient- and Family-Centered Care ResourcesThe Birth of Jacob…Honoring the Gift of Jacob (20 minutes)In this video, a mother shares her compelling story about the birth of her first child, and twelve years later, his death. This powerful teaching tool illustrates two very different experiences—a negative experience and its impact on a child and family, and then a more positive family-centered experience with emergency services.
Item No. 3210 ! ! ! ! ! $75
FLASH DRIVE, CD-ROM & MP3 AUDIO CDsThe 4th International Conference on Patient- and Family-Centered Care (Philadelphia, PA, 2009)This MP3 CD includes all recorded sessions of The 4th International Conference on Patient- and Family-Centered Care convened in August 2009, in Philadelphia, PA. Purchase the entire set or select individual sessions.
MP3 Audio CDVisit www.ipfcc.org/conf-llc.htmlConference Syllabus (PDF download)Item No. IC2009! ! ! $30
Hospitals and Communities Moving Forward (HCMF) with Patient- and Family-Centered Care Intensive Training Seminar Flash Drive Spring 2012The flash drive includes all PowerPoint® presentations and handouts from our Spring 2012 (Atlanta, GA) Hospitals and Communities Moving Forward with Patient- and Family-Centered Care Seminar. The flash drive includes over 350 resources - organized both by seminar session as well as by subject - such as Changing the Concept of Families as Visitors, Leadership Strategies and Tools, and Patient and Family Advisors. Also included is the video, Patient- and Family-Centered Care: Partnerships for Quality and Safety from the American Hospital Association.
Seminar Flash DriveItem No. 32424 (Spring 2012, Atlanta, GA) ! $150
Previous Hospitals and Communities Moving Forward seminar materials are available for purchase upon request.
SELF-ASSESSMENT TOOLS FOR EVALUATING PATIENT- AND FAMILY-CENTERED PRACTICESThese in-depth self-assessment inventories provide detailed questions for interdisciplinary patient/family teams in hospitals and outpatient settings. These tools can help to assess patient- and family-centered care in a hospital, clinical area, unit, or outpatient clinic or practice, and to develop a plan to advance the practice of patient- and family-centered care. (PDF downloads)
Patient- and Family-Centered Adult Intensive Care: A Self-Assessment InventoryItem No. SAT-14 ! ! ! ! ! $10
Patient- and Family-Centered Ambulatory Care: A Self-Assessment InventoryItem No. SAT-12 ! ! ! ! $10
Patient- and Family-Centered Care In the Emergency Department: A Self-Assessment Inventory Item No. SAT-03 ! ! ! ! $10
Patient- and Family-Centered Hospital Design: A Self-Assessment InventoryItem No. SAT-02 ! ! ! ! $10
Patient- and Family-Centered Medical Education: A Self-Assessment Inventory for Medical SchoolsItem No. SAT-10 ! ! ! ! $5
Personnel Practices to Advance the Practice of Patient- and Family-Centered Care: A Self-Assessment InventoryItem No. SAT-05 ! ! ! ! $10MATERNITY CAREPatient- and Family-Centered Maternity Care: A Self-Assessment Inventory Item No. SAT-09 ! ! ! ! $10
Patient- and Family-Centered Outpatient Maternity Care: A Self-Assessment InventoryItem No. SAT-09a!! ! ! $10NEWBORN INTENSIVE CAREAdvancing Family-Centered Newborn Intensive Care: A Self-Assessment InventoryItem No. SAT-08 ! ! ! ! $10PEDIATRIC CAREPatient- and Family-Centered Pediatric Ambulatory Care: A Self-Assessment Inventory Item No. SAT-13 ! ! ! ! $10
Patient- and Family-Centered Pediatric Care in Hospitals: A Self-Assessment Inventory Item No. SAT-06 ! ! ! ! $10
Patient- and Family-Centered Pediatric Intensive Care: A Self-Assessment Inventory Item No. SAT-07 ! ! ! ! $10
1706
Institute for Patient- and Family-Centered Care ResourcesRESOURCE PACKAGESNewborn Intensive Care Package This package includes the following publications:•Newborn Intensive Care: Changing Practice, Changing
Attitudes (video) (1 copy)•Partnerships with Families in Newborn Intensive Care:
Enhancing Quality and Safety (video) (1 copy)•Essential Allies: Families as Advisors (2 copies)•Words of Advice: A Guidebook for Families Serving as
Advisors (2 copies)Item No. 3204A ! ! (Save $50) $185
Facility Design Package This package includes the following publications:•Designing for Family-Centered Care (video) (1 copy)•Collaborative Design Planning (1 copy)•Changing the Concept of Families as Visitors: Supporting
Family Presence and Participation (1 copy)•Creating and Enhancing Patient and Family Resource Centers
(1 copy)•Essential Allies: Families as Advisors (2 copies)Item No. 3208A!! (Save $50) $175
Family Leadership Package This package includes the following publications:•Essential Allies: Families as Advisors (1 copy)•Words of Advice: A Guidebook for Families Serving as
Advisors (1 copy)• Families as Advisors: A Training Guide for Collaboration
(1 copy)•Making Connections: Building Support Networks for Families
Living with HIV (1 copy)•Collection of Advances in Patient- and Family-Centered Care
(1 copy of each issue produced from 1994-2005)Item No. 3206A ! ! ! (Save $29) $120
Geriatric Resource Package This package includes the following publications:•Advancing the Practice of Patient- and Family-Centered
Geriatric Care (1 copy)•Creating a Home in a Nursing Home (video) (1 copy)Item No. 3207A ! ! ! (Save $7) $108
! Executive Leadership Team Resource Package This package includes the following resources:•Partnering with Patients, Residents, and Families: A Resource
for Leaders of Hospitals, Ambulatory Care Settings, and Long-Term Care Communities (10 copies)•Partnerships with Patients, Residents, and Families: Leading
the Journey (Video with Discussion Guide) (1 copy)Item No. 3209A ! ! ! (Save $65) $680
ADVANCES IN PATIENT- AND FAMILY-CENTERED CAREThis archived resource is for those interested in promoting the understanding and practice of patient- and family-centered care and addresses issues still relevant today. It is a newsletter that explores ideas, experiences, and strategies from patients, families, and health care leaders and providers from many different disciplines and settings.
$8 per issue
•Advances: Patients and Families as Partners in Health Care Design (2005)Item No. 32101
•Advances: Responding to HIPAA (2004)Item No. 32073
•Advances: Collaboration with Patients and Families to Improve Quality and Patient Safety (2003)Item No. 32090
•Advances: Changing the Concept of Families as Visitors in Hospitals (2002)Item No. 32089
INSTITUTE FOR PATIENT- AND FAMILY-CENTERED CARE WEBINARS
The Institute offers webinars on 'hot topics' as another educational opportunity to advance the practice of patient- and family-centered care. Generally an hour and a half in length, webinars include presentations by Institute faculty members, followed by the opportunity for participants to ask questions and discuss the topic. Handouts and supplemental resources are provided to each participant. Register and invite your colleagues to sit in on a webinar—you may have as many people in the room with you on a webinar for just one registration price of $249 (per call-in line). Pinwheel Sponsors call the Institute to receive the reduced rate of $199 per call-in line.
Check out our current webinar schedule at www.ipfcc.org/events/webinars.html
171 7
Institute for Patient- and Family-Centered Care
TITLE PAGE
Advances: Changing the Concept of Families as Visitors in Hospitals (2002) 6
Advances: Collaboration with Patients and Families to Improve Quality and Patient Safety (2003) 6
Advances: Patients and Families as Partners in Health Care Design (2005) 6
Advances: Responding to HIPAA (2004) 6
Advancing Family-Centered Newborn Intensive Care: A Self-Assessment Inventory 5
Advancing the Practice of Patient- and Family-Centered Geriatric Care 2
Bedside Nurse Change of Shift Report 3
Changing the Concept of Families as Visitors: Supporting Family Presence and Participation 2
Collaborative Design Planning 2
Collaborative Rounds in Adult Cardiology and Patient Advisors for Cardiology 3
Creating a Home in Nursing Homes: Perspectives from the Inside 4
Creating and Enhancing Patient and Family Resource Centers 2
Creating Children’s Advisory Councils 2
Creating Patient and Family Faculty Programs 2
Designing for Family-Centered Care 4
Developing and Sustaining a Patient and Family Advisory Council 2
Essential Allies: Families as Advisors 2
Executive Leadership Team Resource Package 6
Families as Advisors: A Training Guide for Collaboration 2
HCMF Seminar Flash Drive Spring 2012 5
How Can I Tell You? 3
Making Connections—Building Support Networks for Families Living with HIV 3
Newborn Intensive Care: Changing Practice, Changing Attitudes 4
Parent Participation in Rounds: The Reflections of a Pediatric Intensivist 4
Partnering with Patients and Families To Design a Patient- and Family-Centered Health Care System: Recommendations and Promising Practices 3
Partnering with Patients, Residents, and Families: A Resource for Leaders of Hospitals, Ambulatory Care Settings, and Long-Term Care Communities 3
Partnerships with Families in Newborn Intensive Care...Enhancing Quality and Safety 4
Partnerships with Patients, Residents, and Families: Leading the Journey 4
Patient and Family Resource Centers: A Visual Journey 4
Patient- and Family-Centered Adult Intensive Care: A Self-Assessment Inventory 5
Patient- and Family-Centered Ambulatory Care: A Self-Assessment Inventory 5
Patient- and Family-Centered Care In the Emergency Department: A Self-Assessment Inventory 5
Patient- and Family-Centered Care: Partnerships for Quality and Safety 4
Patient- and Family-Centered Hospital Design: A Self-Assessment Inventory 5
Patient- and Family-Centered Maternity Care: A Self-Assessment Inventory 5
Patient- and Family-Centered Medical Education: A Self-Assessment Inventory for Medical Schools 5
Patient- and Family-Centered Outpatient Maternity Care: A Self-Assessment Inventory 5
Patient- and Family-Centered Pediatric Ambulatory Care: A Self-Assessment Inventory 5
Patient- and Family-Centered Pediatric Care in Hospitals: A Self-Assessment Inventory 5
Patient- and Family-Centered Pediatric Intensive Care: A Self-Assessment Inventory 5
Personnel Practices to Advance the Practice of Patient- and Family-Centered Care: A Self-Assessment Inventory 5
Privileged Presence: Personal Stories of Connections in Health Care 3
Strategies for Leadership: Patient- and Family-Centered Care Toolkit 5
The 4th International Conference on Patient- and Family-Centered Care MP3 Audio CD | Syllabus 5
The Birth of Jacob…Honoring the Gift of Jacob 5
Words of Advice: A Guidebook for Families Serving as Advisors 3
INDEX Resources(Alphabetical)
1728
Institute for Patient- and Family-Centered Care
ITEM NO. TITLE PAGE
3201 How Can I Tell You? 3
3202 Making Connections—Building Support Networks for Families Living with HIV 3
3204 Newborn Intensive Care: Changing Practice, Changing Attitudes, DVD 4
3208 Designing for Family-Centered Care, DVD 4
3209 Patient and Family Resource Centers: A Visual Journey, DVD 4
3210 The Birth of Jacob…Honoring the Gift of Jacob, DVD 5
3211 Privileged Presence: Personal Stories of Connections in Health Care 3
3212 Partnering with Patients and Families To Design a Patient- and Family-Centered Health Care System: Recommendations and Promising Practices 3
3215 Partnering with Patients, Residents, and Families: A Resource for Leaders of Hospitals, Ambulatory Care Settings, and Long-Term Care Communities 3
32012 Creating a Home in Nursing Homes: Perspectives from the Inside, DVD 4
32060 Essential Allies: Families as Advisors 2
32061 Words of Advice: A Guidebook for Families Serving as Advisors 3
32062 Families as Advisors: A Training Guide for Collaboration 2
32073 Advances: Responding to HIPAA (2004) 6
32083 Advancing the Practice of Patient- and Family-Centered Geriatric Care 2
32084 Changing the Concept of Families as Visitors: Supporting Family Presence and Participation 2
32085 Developing and Sustaining a Patient and Family Advisory Council 2
32086 Creating and Enhancing Patient and Family Resource Centers 2
32087 Creating Children’s Advisory Councils 2
32088 Creating Patient and Family Faculty Programs 2
32089 Advances: Changing the Concept of Families as Visitors in Hospitals (2002) 6
32090 Advances: Collaboration with Patients and Families to Improve Quality and Patient Safety (2003) 6
32099 Collaborative Design Planning 2
32101 Advances: Patients and Families as Partners in Health Care Design (2005) 6
32102 Partnerships with Families in Newborn Intensive Care...Enhancing Quality and Safety, DVD 4
32103 Parent Participation in Rounds: The Reflections of a Pediatric Intensivist, DVD 4
32104 Collaborative Rounds in Adult Cardiology and Patient Advisors for Cardiology, DVD 3
32105 Patient- and Family-Centered Care: Partnerships for Quality and Safety, DVD 4
32106 Bedside Nurse Change of Shift Report 3
32108 Partnerships with Patients, Residents, and Families: Leading the Journey, DVD with Discussion Guide 4
32109 Strategies for Leadership: Patient- and Family-Centered Care Toolkit 4
32424 HCMF Seminar Flash Drive Spring 2012 5
3209A Executive Leadership Team Resource Package 6
IC2009 The 4th International Conference on Patient- and Family-Centered Care Syllabus 5
SAT02 Patient- and Family-Centered Hospital Design: A Self-Assessment Inventory 5
SAT03 Patient- and Family-Centered Care In the Emergency Department: A Self-Assessment Inventory 5
SAT05 Personnel Practices to Advance the Practice of Patient- and Family-Centered Care: A Self-Assessment Inventory 5
SAT06 Patient- and Family-Centered Pediatric Care in Hospitals: A Self-Assessment Inventory 5
SAT07 Patient- and Family-Centered Pediatric Intensive Care: A Self-Assessment Inventory 5
SAT08 Advancing Family-Centered Newborn Intensive Care: A Self-Assessment Inventory 5
SAT09 Patient- and Family-Centered Maternity Care: A Self-Assessment Inventory 5
SAT09a Patient- and Family-Centered Outpatient Maternity Care: A Self-Assessment Inventory 5
SAT10 Patient- and Family-Centered Medical Education: A Self-Assessment Inventory for Medical Schools 5
SAT12 Patient- and Family-Centered Ambulatory Care: A Self-Assessment Inventory 5
SAT13 Patient- and Family-Centered Pediatric Ambulatory Care: A Self-Assessment Inventory 5
SAT14 Patient- and Family-Centered Adult Intensive Care: A Self-Assessment Inventory 5
(by Item No.) Resources
173 9
NAME:__________________________________________________________________ TITLE:_____________________________________________________________
ORGANIZATION:____________________________________________________________________________________________________________________________
ADDRESS:__________________________________________________________________________________________________________________________________
CITY, STATE, ZIP:____________________________________________________________________________________________________________________________
PHONE:_______________________________________________________________ FAX:________________________________________________________________
EMAIL ADDRESS:____________________________________________________________________________________________________________________________
q Check enclosed - Make checks payable to: Institute for Patient- and Family-Centered Care.
q Purchase Order - No.___________________________________________________________________________________________ (Please attach copy of P.O.)
Item No. Title (Alphabetical Listing) Quantity Price Total
32089 Advances: Changing the Concept of Families as Visitors in Hospitals (2002) $8
32090 Advances: Collaboration with Patients and Families to Improve Quality and Patient Safety (2003) $8
32101 Advances: Patients and Families as Partners in Health Care Design (2005) $8
32073 Advances: Responding to HIPAA (2004) $8
SAT08 Advancing Family-Centered Newborn Intensive Care: A Self-Assessment Inventory $10
32083 Advancing the Practice of Patient- and Family-Centered Geriatric Care $40
32183 Advancing the Practice of Patient- and Family-Centered Geriatric Care, 12 copies $440
32106 Bedside Nurse Change of Shift Report, Online $35
32107 Bedside Nurse Change of Shift Report, DVD $35
32084 Changing the Concept of Families as Visitors: Supporting Family Presence and Participation $40
32184 Changing the Concept of Families as Visitors: Supporting Family Presence and Participation, 12 copies $440
32099 Collaborative Design Planning $30
32199 Collaborative Design Planning, 12 copies $330
32104 Collaborative Rounds in Adult Cardiology and Patient Advisors for Cardiology, DVD $85
32012 Creating a Home in Nursing Homes: Perspectives from the Inside, DVD $75
32086 Creating and Enhancing Patient and Family Resource Centers $50
32186 Creating and Enhancing Patient and Family Resource Centers, 12 copies $550
32087 Creating Children’s Advisory Councils $30
32187 Creating Children’s Advisory Councils, 12 copies $330
32088 Creating Patient and Family Faculty Programs $50
32188 Creating Patient and Family Faculty Programs, 12 copies $550
3208 Designing for Family-Centered Care, DVD $75
32085 Developing and Sustaining a Patient and Family Advisory Council $40
32185 Developing and Sustaining a Patient and Family Advisory Council, 12 copies $440
32060 Essential Allies: Families as Advisors $15
32160 Essential Allies: Families as Advisors, 12 copies $150
3209A Executive Leadership Team Resource Package $680
3208A Facility Design Package $175
Institute for Patient- and Family-Centered Care Resources
(continued on next page)
ORDER FORM
If you do not have Internet access, please use this order form and contact the Institute at 301-652-0281 to determine shipping charges and applicable taxes. Upon determination of total cost, please fax this form to 301-652-0186 or mail this form to:Institute for Patient- and Family-Centered Care, 6917 Arlington Road, Suite 309, Bethesda, MD, 20814.
www.ipfcc.org/resources With our simple shopping cart format and completely accurate shipping calculations, orders may be prepared for all payment methods. Choose from secure online payment by using a credit card, submitting a purchase order, or printing out a completed order form to be mailed with check.
ORDERONLINE
17410
Item No. Title (Alphabetical Listing) Quantity Price Total
32062 Families as Advisors: A Training Guide for Collaboration $15
32162 Families as Advisors: A Training Guide for Collaboration, 12 copies $150
3206A Family Leadership Package $120
3207A Geriatric Resource Package $108
32424 HCMF Seminar Spring 2012, Flash Drive $150
3201 How Can I Tell You? $15
3202 Making Connections—Building Support Networks for Families Living with HIV $10
3204 Newborn Intensive Care: Changing Practice, Changing Attitudes, DVD $100
3204A Newborn Intensive Care Package $285
32103 Parent Participation in Rounds: The Reflections of a Pediatric Intensivist, DVD $55
3212 Partnering with Patients and Families To Design...Recommendations and Promising Practices $60
3213 Partnering with Patients and Families To Design...Recommendations and Promising Practices, 5 copies $275
3215Partnering with Patients, Residents, and Families: A Resource for Leaders of Hospitals, Ambulatory Care Settings, and Long-Term Care Communities
$65
32108 Partnerships with Patients, Residents, and Families: Leading the Journey, DVD with Discussion Guide $95
32102 Partnerships with Families in Newborn Intensive Care...Enhancing Quality and Safety, DVD $85
3209 Patient and Family Resource Centers: A Visual Journey, DVD $100
SAT14 Patient- and Family-Centered Adult Intensive Care: A Self-Assessment Inventory $10
SAT12 Patient- and Family-Centered Ambulatory Care: A Self-Assessment Inventory $10
SAT03 Patient- and Family-Centered Care In the Emergency Department: A Self-Assessment Inventory $10
32105 Patient- and Family-Centered Care: Partnerships for Quality and Safety, DVD $45
SAT02 Patient- and Family-Centered Hospital Design: A Self-Assessment Inventory $10
SAT09 Patient- and Family-Centered Maternity Care: A Self-Assessment Inventory $10
SAT10 Patient- and Family-Centered Medical Education: A Self-Assessment Inventory for Medical Schools $5
SAT09a Patient- and Family-Centered Outpatient Maternity Care: A Self-Assessment Inventory $10
SAT13 Patient- and Family-Centered Pediatric Ambulatory Care: A Self-Assessment Inventory $10
SAT06 Patient- and Family-Centered Pediatric Care in Hospitals: A Self-Assessment Inventory $10
SAT07 Patient- and Family-Centered Pediatric Intensive Care: A Self-Assessment Inventory $10
SAT05 Personnel Practices to Advance the Practice of Patient- and Family-Centered Care: A Self-Assessment Inventory $10
3211 Privileged Presence: Personal Stories of Connections in Health Care $16.95
32109 Strategies for Leadership: Patient- and Family-Centered Care Toolkit $50
32110 Strategies for Leadership: Patient- and Family-Centered Care Toolkit with DVD $90
3210 The Birth of Jacob…Honoring the Gift of Jacob, DVD $75
IC2009 The 4th International Conference on Patient- and Family-Centered Care Syllabus $30
32061 Words of Advice: A Guidebook for Families Serving as Advisors $15
32161 Words of Advice: A Guidebook for Families Serving as Advisors, 12 copies $150
SUBTOTAL
TAX (MD Residents/Businesses ONLY) 6%
SHIPPING - Please call the Institute to determine shipping rates.
GRAND TOTAL
Institute for Patient- and Family-Centered Care Resources
Thank you for your order!
The Institute for Patient- and Family-Centered Care invites you to become a Pinwheel Sponsor. As a Pinwheel
Sponsor, your organization will enjoy the recognition that other leaders and supporters across the United States and internationally receive as a role model in advancing the practice of patient- and family-centered care.
Your support enables the Institute to continue to develop and provide:
• Guidance and educational resources;
• In-depth seminars for clinicians and hospital executives to explore best practices for improving the experience of care and clinical outcomes by partnering with patients and families;
• A website highlighting innovation and available resources;
• Information dissemination on promising practices;
• A national and international showcase for innovative health care programs committed to patient- and family-centered care and meaningful collaboration with patients and families;
• Policy and research initiatives;
• Scholarship opportunities; and
• Training and technical assistance for individual hospitals.
Your Pinwheel Sponsorship serves as your formal affiliation with the Institute for Patient- and Family-Centered Care, the leading organization for patient- and family-centered care, acclaimed nationally and recognized internationally for work in this field. Sponsorship enhances the opportunity to interact with a valuable network of colleagues who are also committed to this approach to health care. Participation in the Pinwheel Sponsors Program enables your organization to effectively tap into the Institute’s resources, enhancing your ability to better serve your patients, their families, and your community.
The Pinwheel Sponsors Program demonstrates commitment to improving health care at all levels: academic medical centers, community hospitals and clinics, public health agencies, health provider organizations, family-led organizations, schools of medicine, nursing, and allied health professions. It recognizes all who are committed to improving health care through patient- and family-centered practices.
BenefitsPinwheel Sponsors receive national and international recognition as one of the Institute’s valued supporters. Pinwheel Sponsors benefit from the Institute’s numerous educational programs and its practical, user-friendly resources for enhancing the practice of patient- and family-centered care. The Institute for Patient- and Family-Centered Care is grateful to our Pinwheel Sponsors and is proud to offer the following benefits for full participation as a sponsor:
• National recognition on the Institute’s website for supporting the work of the Institute;
• Commemorative plaque for display by the Pinwheel Sponsor’s organization;
• Organization’s logo featured on the Institute’s website with a link back to the organization’s website;
• Pinwheel ‘Emblem of Commitment’ icon to post on organization’s website to identify as a Pinwheel Sponsor.
• Special recognition of Pinwheel Sponsor participants at the Institute’s Conferences and Seminars;
• Inclusion in the Institute’s Conference and Seminar promotional materials;
• Priority consideration given to Pinwheel Sponsors in the site selection process for hosting Institute Seminars;
• Complimentary package of the Institute’s core publications the first year of sponsorship;
• 10% discount on orders of Institute publications and videos;
• Priority participation in surveys and receipt of preliminary data;
• Special edition of Partnering with Patients and Families to Design a Patient- and Family-Centered Health Care System—Recommendations and Promising Practices;
• Priority consideration for sponsorship of the Institute’s monthly e-newsletter;
• Discount to participate in the Institute’s seminar and webinar educational sessions; and
• Opportunity to participate in the Institute’s Pinwheel Scholarship program for seminar registration.
for more information, contact Julie Moretz, Director, special Projects, at 301-652-0281.03/2012
6917 Arlington Road, Suite 309 • Bethesda, MD 20814 • Phone: 301-652-0281 • Fax: 301-652-0816 • www.ipfcc.org
Become a Pinwheel Sponsor — An Invitation
2012 Pinwheel Sponsor ApplicationINSTITUTE FOR PATIENT- AND FAMILY-CENTERED CARE
Pinwheel Sponsor Renewal New Pinwheel Sponsor Need 2012 plate Need new plaque with 2012 plate
Primary Organization (will be listed as Pinwheel Sponsor) _________________________________________________
Address _______________________________________________________________________________________
City __________________________________________ State ______ Zip ___________ Country ______________
Website _______________________________________________________________________________________
Pinwheel Sponsor Contact Name ____________________________________________________________________
Position/Title __________________________________________________________________________________
Direct Phone Number _______________ Fax _______________ Email ____________________________________
Please list any other hospitals affiliated with Primary Organization in order to receive educational discounts:______________________________________________________________________________________________
Organization information
Level of sponsorship (please check one)
I am interested in other sponsorship opportunities. Please contact me!
Hospital/institution Pinwheel Champion ($1,500)
CorporatePinwheel Patron ($5,000)Pinwheel Friend ($2,500)Pinwheel Supporter ($1,500)
AssociationPinwheel Association ($1,500)
Payment information
Check payable to IPFCC in U.S. funds Total Due _____________
Credit Card (Please call the Institute with credit card information—Mastercard/VISA)
for more information, visit our website at www.ipfcc.org; or call us at 301-652-0281.
By email:Ann SelingerSpecial Projects [email protected]
Please return completed application and sponsorship fee
By Mail:Pinwheel Sponsors ProgramInstitute for Patient- and Family-Centered Care 6917 Arlington Road, Suite 309 Bethesda, MD 20814
Please make check payable to: Institute for Patient- and Family-Centered CareFederal ID No. 52-1777133
Date of Application: _____________
INdEx
in
de
x
179
C o n fer en C e S eS S i o n S
index
aAbatemarco, Jeanne 110,
130
Abbott, Christine 44, 57, 151
Adams, donna 74, 96
Adams, ross 42, 54
Adam, stephanie 72, 89, 156
Agamanolis, stefan 113, 140
Andersen, kristina 76, 103
Armstrong-trevino, rhonda 70, 83
Asbury, lora 150
Ashland, michele 69, 74, 76, 81, 95, 102, 112, 139
Assaf, samer 42, 54
Ata, elizabeth 75, 97
bbaral, Jill 153
barkman, darlene 43, 55, 112, 138, 152
barnes, Julie 110, 131
barnes, michael 155
baron, richard J. 45, 60
barton, gwen 70, 84
barton, latonya 76, 101
bass, elizabeth A. 73, 94
bassett, nancy 108, 121
beaman, sherrill 46, 63
bechtel, Christine 75, 99
beck, lisa 46, 62
bell, daryl 152
benigno, Carolyn A. 76, 101
benninghoff, michael 73, 93
berkan, maureen 72, 88
berkson, stephanie 107, 121
berry-berard, licia 108, 121
bertrand, marc 112, 136
berube, kathy 152
berwick, don 69
biddle, Cara 110, 130
biggar, susan 108, 123
bilden, Anita 110, 128
billman, tessa 114, 145
bissell, gwynn 45, 46, 61, 156
bixby, Catherine 153
black, sherri 149
blanton, kim 45, 60, 107, 120
blignaut, John 72, 91
blum, karen 112, 136
booth, teresa 156
borden, Charles 70, 81
borges, laura 153
boucher, paul 75, 98
boyd, Cindy 156
braidic, deborah 72, 90
branch, gaye 155
brandon, kay 111, 132
brandt, susan 43, 55
bristol, tara 10, 114, 143
brown, patricia 109, 127
bryant, lona 73, 92
buettner, kim 70, 83, 150
buresh, dean 110, 128
burnett, karen 109, 127
bushaw, natalie 44, 58
butler, Christa 76, 103
byczkowski, terri 154
cCampbell-lugo, Janet 70,
82
Caperino, nancy 152
Capitani, Jessica 75, 99
Cardenas, rhonda 47, 65
Carman, kristin 75, 98
Carr-lettieri, megan 153
Carvan, maggie 43
Casey, deena 151
Casey, donna 73, 93
Celenza, Joanna 45, 59
Chadwick, sheryl 107, 112, 120, 138
Christensen, tiffany 41, 44, 59
Chudnofsky, lori 72, 88, 113, 142
Cognetta-rieke, Cheristi 150
Cohen-katz, Joanne 43, 56
Collier, sue 107, 120
Collins-hansley, Jessica 155
Collis, michelle 111, 132
Conaboy, kathy 110, 129
Constantinou, georgette 113, 140
Conway, James b. 41, 44
Crider, bev 71, 86
Crock, Catherine 108, 123
Crocker, liz 43, 56, 114
Cross, sharon 70, 81, 82, 150, 151
Crow, karen 112, 137
Curran, C.J. 109, 125
Currin-mcCulloch, Jennifer 47, 64
Curtis, gwen 42, 52
Czulada, laura 74, 96
ddahlstrom, gail A. 71, 86
dardess, pamela 75, 98
davenport, tjameika 110, 130
davidson, kathleen 76, 102
davies, scott f. 71, 85
davis, betty 73, 94
davis, bonnie 75, 100
davis, Janiece 154
demarais, deborah A. 112, 137
denboba, diana 47, 65
despain, kena 149
dickey, lorraine 156
dietrich, mary 72, 91
doherty-gilman, Anne 110, 130
dokken, deborah 114, 143
douglas, sharon 150
dowling, Ann 72, 89
doyle, Judy 113, 140
doyle, patricia 70, 82
drost, Annette 42, 53
drum, theresa 77, 104
dubois, elizabeth 72, 90
dubree, marilyn 108, 121
dunbar, nicola 71, 86
duncan, gina 110, 131
dundek, lora harding 44, 58, 112, 137
dutkin, nhien 73, 94
dutton, kathy 113, 142
dyer, marnie 109, 127
eedgman-levitan, susan 46,
62
ellis, shannon 46, 63
enright, travis 109, 125
esquivel, michellle 75, 100
evans, heather 114, 144
ffay-leblanc, renee 149
faz, Alma 71, 87
feldman, Joseph 150
fenley, gareth 110, 131
ferguson, scott 72, 90
fidyk, lisa 153
flack, timothy 154
flores, gabriela 75, 99
forward, Cortney 70, 82, 151
foy, kathleen 152
frazier, erin 71, 87
fritts, matthew 110, 130
fritz, gabe 149
fuhrer, deborah 75, 99, 111, 133, 150, 152
fusilero, Jane 42, 51
ggaines, martha 107, 121
galgani, katherine 111, 134
galloway, dave 46, 63, 113, 141, 142
ganton, Joanne 77, 104
in
de
x
180
C o n fer en C e S eS S i o n S
garcia, Joanne 73, 93
gaudette, Jean 155
gaudet, tracy w. 72, 88
gauvain, linda 111, 134
gervay, michael 73, 93
giarrusso, michelle 151
gilardi, kara 108, 123
gilgore, linda 111, 133, 152
girard, betty 110, 128
glick, Jennifer 113, 142, 156
golde, Jill 72, 89
goldman, Zak 151
grace, gina 77, 104
grady, michele m. 76, 101
grant, Cori Cohen 111, 132
grass, tamela 113, 140
gray, michelle 114, 144
greene, eliot 71, 87
griffin, pamela 156
griffith, susan 72, 88
grim, Christa 43, 54
guest, susan 154
guion, kent 74, 96, 153
gunderson, Alice 75, 97, 107, 119
guy, kimberly 73, 94
hhagstrom, nathan 152, 153
harnett, elizabeth 70, 83, 108, 124
harris, helen 42, 53
haycok, Camille 109, 124
hazle, leslie 10, 74, 94, 152
heald, maureen 109, 127
healy, Christine 150
henry, benson 74, 95
herman, susan 69, 81
herzberg, rebecca 76, 103
higgins, rita 71, 88
hill, Carolyn 114, 144
hilton, lara 74, 95
hodge, Jeannette 76, 102
hoey, Cheryl 76, 102
hogan, Annique 110, 129
hoge, elizabeth 74, 95
hollenberg, toby 47, 64
homa, karen 74, 94
honesto, Andrea 74, 95
horbar, Jeffrey 45, 59
houck, rachel 109, 127
howitt-taylor, linda 109, 125
howland, kathy 154
hoy, libby 43, 55
hoynoski, melanie 76, 101
hullick, Carolyn 47, 64
huntington, Jonathan 112, 136
iingram, susan 46, 63
isenbarg, stacy 111, 134
jJain, sweety 114, 143
Jenkins, paul 73, 94
Jensen, elisabeth broegger 108, 123
Jiggetts, michelle 110, 130
Johnson-lind, Joy 114, 145
Johnson, renee 43, 56
Johnson, steven 41
Kkamerling, susan 153
kamm, susan 76, 102
kanady, diane (deb) 43, 56
karen wayman 69, 81
katz, susan 74, 95
keith, dawnna 42, 53
keith, debra 108, 122
kelecevic, Julija 73, 92
keller, malori 42, 52
kelly, kecia 73, 92
kenney, mary kay 47, 65
killen, Aileen 110, 129
kim, Joseph 69, 81
kinnear, earl 109, 124
kissler, sandy 150
klaassen, melissa 72, 91
klingbeil, Carol 71, 88
knighten, mary lynne 75, 97, 107, 119
koch, shelley 77, 104
korol, dawn 156
kratchman, Amy 76, 101, 110, 129
krupa, gayle parks 111, 135
llabelle, Colleen 153
labita, peter 70, 81
lambert, Amy 72, 89
lane-davies, elizabeth 46, 63
langlois, heather 151
larin, linda 75, 100
laszlo, erika 107, 119
lawler, linda Cunningham 153
lenderman, marina 110, 129
leone, rachel biblow 112, 138
lewis, roy 113, 141
linnenkamp, rita 43, 54
liu, yan Qun 155
loerwald, makenna 109, 126
loffman, Caryn 150
logan, lisa 109, 126
london, yollanda 76, 102
lones, ellen 112, 136
lowes, mary-katherine 154
lucas, Judy 152
lyngbye, tina lynge 108, 123
mmabe, Alex 110, 131
maghran, Ann 77, 104
malhoit, Jan 111, 133
malouin, rebecca 75, 100
mann, pamela 114, 143
martin, Claudia s. 110, 130
may, theresa 44, 57
mcAfee, maureen 153
mcCombie, vivian 44, 58
mcelroy-elve, melissa 154
mcgill, debra 149
mckee, brian 70, 84
mctavish, Anndale 70, 84, 152
medina, sandra 71, 87
medved, wendy 156
melson, Jo Ann 149
menna-dack, dolly 109, 125
merkel, sandra 156
mesa, oscar 44, 58
meyers, kate 42, 54
mignogna, kelly 76, 101
miller, deeJo 107, 112, 120, 138
miney, Angela 74, 97
minniti, mary 10
mirsky, michelle 46, 61
mitchell, dannette 73, 93, 149
moll, elizabeth 109, 127
montanez, maribel 70, 82
montgomery, Christine 111, 132
moretz, Julie 114, 145
morgan, Joan 152
moroney, sheila delaney 71, 85
morrise, lisa 44, 57, 113, 139, 155
moscinski, ellen 152
mostashari, farzad 75, 99
moulder, robin 110, 129
mouro, Jacob 154
mumme, susan 109, 125
nneal, wayne 43, 55
neff, mindy 151
ness, debra l. 114
newcomb-forro, kimberly 149
newcomb, susan 150
newman, nancy 42, 51, 70, 83
newport, scott 111, 133
nicholas, bonnie 73, 92, 93, 149
nix, lillian (shelley) 149
nixon, kaili 155
nolan, elizabeth 75, 100
nuss, terri 73, 92
in
de
x
181
C o n fer en C e S eS S i o n S
ooakes, Janis 113, 141
o’brien, karel 109, 128
o’hanlon, pat 46, 62
o’meara, Christine 44, 57, 74, 96, 153, 155
orellana, yan 110, 130
ppappas, mary ellen 76, 102
park, kathy 111, 134
parry, Carol 153
pasquini, teresa 42, 53
patterson, Jennifer 111, 134
patterson, karen 150
pellinger, renee 44, 57
pengra, Alice 152
perkins, sherry 10, 43, 54, 76, 103
perry, sarah (teri) 74, 96
persels, tina 113, 139
persichetti, Joe 114, 144
persichetti, vicky 114, 144
peterson, kathleen 42, 52
peugeot, mary Ann 45, 60, 149
phillips, Cynthia 70, 84
phillips, Janet 154
piazza, Julie 111, 133, 156
posch, david r. 45, 60
potgiesser, marilyn 46, 63, 154
pritchett, erick 44, 58
provenzano, donna 46, 62
QQuan, Ashley 71, 87
Quaye, beverly 107, 119
Quinlan, sharon 42, 51
rreed, stephanie 150
rees-stealy, sharp 42, 54
reid, lynnie 152
reid, siobhan 72, 90
richardson, mary 76, 101
rich, Christine 71, 87, 152
rising, sharon 108, 122
roberson, Anthony (bernard) 74, 96, 151
robins, sue 111, 135
robson, kate 109, 128, 153
rosen, debra 42, 54
rosenfeld, walter 72, 90
rosen, marla 70, 84, 152
roseth, wade 42, 51
rossignol, lisa 108, 122
rucki, Amy 71, 87
runnalls, deb 109, 125
rutledge, rob 43, 56
rutz, leah 72, 88
ssabadosa, kathryn 74, 94,
152
saldanha, Charles 42, 53
sanborn, frank 72, 88
sanders, karen hawks 110, 131
schindler, teresa 74, 94, 152
schlaudecker, Jeffrey 10, 70, 85, 151
schuerman, Jan 113, 141
schwartz, lori 72, 91
sclafani, pat 76, 102
seely, meg 108, 121
seese, paul 111, 134, 154
sember, tim 77, 104
sember, valerie 77, 104
senft, rebecca 150
serwint, Janet 156
seyda, beth 113, 141
shanske, susan 152
sharkey, June 109, 126
shaw, elizabeth 112, 135
sherdan, tisha 71, 85
shubitowski, kathleen 155
sledge, william 73, 94
smeeding, sandra 43, 56
smith, beth 153
smith, gaye 149
smith, terrell 108, 121
smith, vicki 109, 127
smizer, lauren 152
spencer, leslie 113, 141
stasiuk, michelle 77, 104
stecher, Anna 70, 85, 151
steinmiller, elizabeth 43, 55, 112, 138
stembridge, stephanie 43, 55
sterner, tammy 150
steury, rachel 151
stevens, katy Jo 155
stewart, denise 45, 46, 61
stewart, John 155
stewart, lisa 110, 130
stone, Arthur 74, 96
strathy, gregg 151
strzelecki, Jessica 71, 87
sullivan, mauri 112, 135
sweeney, Jennifer 45, 59
swisher, Joyce 151
ttallman, erin 111, 132, 155
tapp, dianne 112, 136
tate, donna 73, 94
taylor, Janet bell 44, 58
taylor, keith 46, 62, 73, 92, 93, 149, 156
telfer, Joanne 156
theron, maria 111, 134, 154
thomas, vicki h. 110, 130
tilden, barbara 155
tipps, wendi 113, 140
tomanovich, paula 149
tremont, Chad 71, 87
tschudy, megan 156
tulip, william 71, 87
Vvakiner, monica 42, 51, 70,
83, 150
vanderscheuren, Amy 42, 51
vermoch, kathy 45, 60
vickers, mary Jean 155
wwaddell, linda 46, 62
wagenschutz, heather 107, 119
wahl, Carol 109, 124
waidley, monica 149
walden, susan 76, 103
walker, maria 109, 126
ward, Judyann 110, 128
warnick, steve 71, 85
wayman, karen 74, 76, 95, 102, 112, 139
weis, Janne 155
wells, nora 76, 100
wells, patricia 47, 65, 70, 83
wiener, ethan 72, 90
wiley, susan 43, 56
wilkinson, gloria 77, 104
wilkinson, linda C. 71, 86
williams, laura 114, 144
williams, lesley 43, 56
willis, tricia 156
willson, Jane 150
wilson, fiona 42, 53, 155
winslow, Jan 108, 122
wirch, Adele 154
wolever, ruth Quillian 74, 95
wolf, mary 112, 137
wood, desiree 151, 155
woodhead, trisha 154
worrod, sue 154
wyber, Jana 75, 98
Yyoung, devyn r. 71, 86
yunes, michael 149
ZZambory, tracy 42, 52
Zieniewicz, stephen 113, 142
Zill, susan 111, 133
Zimmer, Alex 110, 129
no
te
s
notes
182
C o n fer en C e S eS S i o n S
pi
nw
he
el
s
po
ns
or
s
become a pinwheel sponsor! call 301-652-0281 for information. www.ipfcc.org 183
2012 PinwheelSPonSorS
The Institute for Patient- and Family-Centered Care appreciates the support of our Pinwheel Sponsors for their commitment to advancing the understanding and practice of patient- and family-centered care. These recognized leaders continue to make a significant difference in promoting this philosophy of care, and thus serve as role models to us all.
PINWHEEL PATRONessentia healthduluth, mn
PINWHEEL CHAMPIONAkron Children’s hospitalAkron, oh
Anne Arundel Medical CenterAnnapolis, md
Baptist health South FloridaCoral gables, fl
Baptist Memorial hospital for womenmemphis, tn
Barnes-Jewish hospitalst. louis, mo
Baylor health Care Systemdallas, tX
Brigham and women’s hospitalboston, mA
Bronson healthcare Groupkalamazoo, mi
Children’s Cancer hospital at The University of Texas M.D. Anderson Cancer Centerhouston, tX
Children’s hospital Bostonboston, mA
Children’s hospital ColoradoAurora, Co
Children’s hospitals and Clinics of Minnesotaminneapolis, mn
Children’s hospital london health Sciences Centrelondon, ontario, Canada
Children’s hospital of Michigandetroit, mi
Children’s hospital of Pittsburgh of UPMCpittsburgh, pA
Children’s hospital at ProvidenceAnchorage, Ak
Children’s Medical Centerdallas, tX
Children’s Mercy hospitals and Clinicskansas City, mo
Children’s national Medical Centerwashington, dC
Christiana Care health Systemwilmington, de
Cincinnati Children’s Medical CenterCincinnati, oh
Clear lake regional Medical Centerwebster, tX
Columbia St. Mary’smilwaukee, wi
Covenant Children’s hospitallubbock, tX
Dana-Farber Cancer instituteboston, mA
Dignity healthsan francisco, CA
east Tennessee Children’s hospitalknoxville, tn
emory healthcareAtlanta, gA
Flagstaff Medical Centerflagstaff, AZ
Georgia health Sciences health SystemAugusta, gA
hasbro Children’s hospital/rhode island hospitalprovidence, ri
hennepin County Medical Centerminneapolis, mn
holland Bloorview Kids rehabilitation hospitaltoronto, ontario, Canada
hurley Medical Centerflint, mi
Joe DiMaggio Children’s hospital at Memorialhollywood, fl
Johns hopkins Children’s Centerbaltimore, md
Kaiser Permanente— San Diegosan diego, CA
Kingston General hospitalkingston, ontario, Canada
Memorial healthcare Systemhollywood, fl
Methodist le Bonheur healthcarememphis, tn
Miami Children’s hospitalmiami, fl
Moffitt Cancer Centertampa, fl
Monroe Carell Jr. Children’s hospital at Vanderbiltnashville, tn
national Partnerships for women and Families/Campaign for Better Carewashington, dC
nationwide Children’s hospitalColumbus, oh
north Carolina Center for hospital Quality and Patient SafetyCary, nC
onslow Memorial hospitalJacksonville, nC
Poudre Valley health Systemfort Collins, Co
riley hospital for Children at indiana University healthindianapolis, in
San Jacinto Methodist hospitalbaytown, tX
Seattle Cancer Care Allianceseattle, wA
Seattle Children’sseattle, wA
South Shore hospitalsouth weymouth, mA
St. Francis Medical Centerlynwood, CA
St. louis Children’s hospitalst. louis, mo
St. luke’s Children’s hospitalboise, id
Stollery Children’s hospitaledmonton, Alberta, Canada
The Children’s hospital of Philadelphiaphiladelphia, pA
Thunder Bay regional health Sciences Centrethunder bay, ontario, Canada
UAB hospitalbirmingham, Al
UnC health CareChapel hill, nC
University of Arizona health networktucson, AZ
University of louisville hospitallouisville, ky
University of Michigan health SystemAnn Arbor, mi
University of Minnesota Medical Center, Fairviewminneapolis, mn
University of rochester Medical Centerrochester, ny
University of wisconsin hospital and Clinicsmadison, wi
Vanderbilt University hospitalnashville, tn
Vidant healthgreenville, nC
women and infants hospital of rhode islandprovidence, ri
PINWHEEL SUPPORTERKasian Architecture interior Designvancouver, british Columbia, Canada
Kigreen bay, wi
Poltronieri Tang & Associatesswarthmore, pA
* Commitments as of march 30, 2012
The pinwheel symbolizes the Institute’s commitment to enhance partnerships among health care providers, patients of all ages, and their families in hospitals and community settings . The pinwheel represents interaction and synergy . When all parts of the pinwheel work well together,
each part plays a vital role . This is our vision for patient- and family-centered systems of care .
6917 Arlington Road, Suite 309 Bethesda, Maryland 20814
Ph:301-652-0281•Fax:301-652-0186•[email protected] www .ipfcc .org
about the institute for patient- and family-centered careFounded as a non-profit organization, the Institute for Patient- and Family-Centered Care provides
leadership to advance the understanding and practice of patient- and family-centered care . By
promoting collaborative, empowering relationships among patients, families and health care
providers, the Institute facilitates patient- and family-centered change in health care settings
serving individuals of all ages and their families .
When care is patient- and family-centered:
• People are treated with dignity and respect .
• Health care providers communicate and share complete and unbiased information with patients
and families in ways that are affirming and useful .
• Individuals and families build on their strengths by participating in experiences that enhance
control and independence .
• Collaboration among patients, families, and providers occurs in policy and program
development and professional education, as well as in the delivery of care .
The Institute serves as a resource for policy makers, administrators, program planners, service
providers, educators, researchers, design professionals, and patient and family leaders for
advancing the practice of patient- and family-centered care . It enhances the quality of health care
and other human services through the development of print and audiovisual resources, information
dissemination, policy and research initiatives, training, technical assistance, and consultation .
Each year, the Institute convenes two in-depth, nationally acclaimed seminars for interdisciplinary,
family/professional teams . For more information about the Institute, its seminars, webinars,
publications, or to receive the monthly e-newsletter, visit www .ipfcc .org .
INSTITUTE FOR PATIENT- ANd FAMILY-CENTEREd CARE