DR. BRAD BERKCEO University of Rochester Medical Center

“Understanding the Patient as the Patient and Clinician”

Bradford C. Berk, MD, PhD

September 25, 2012

MedTech 2012 Annual Conference

Back to work

Thanksgiving 2009

I’ve learned what’s important

• Treating patients and families with dignity and respect

• Showing compassion and attentiveness• Valuing the patient and family

as an integral part of the

health care team• Listening to our patients

and their families

Mission Statement

Using Education, Science and Technology to Improve Health

The healing power of touch

Compassion – We need to show we care Attentiveness – We need to pay attention to

show we care

My personal experiences:

• as a leader, • a care provider and• a patient

Patient and Family Centered Care (PFCC)

A set of principles and values that when implemented successfully improve quality, safety, and long-term outcome. In addition, data shows improvement in patient, family, care provider, and staff satisfaction.

Transforming a culture

Patients and families are repeatedly telling us we need to do better in these areas:

• Response to your concerns/complaints

• Staff addressed your emotional needs

• Staff included you in decisions regarding treatment • Nurses and Physicians kept you informed

• Staff worked together to care for you

• Time physician spent with you

Communication, Compassion and Attentiveness are Critical

URMC components of PFCC

SafetySafety

QualityQuality

CourageCourage

CaringCaring

Patient and Family-

Centered Care

Patient and Family-

Centered Care

Creating value enhances PFCC

Create Value (Quality/Cost) by implementing LEAN process improvement strategy

Eliminate waste in our system without diminishing the patient experience

• remove extra steps in patient flow• simplify operational processes• eradicate duplicate and unnecessary paperwork

results in better patient and staff satisfaction

Utilize LEAN approach to help create a patient and family-centered care culture

Building a PFCC Culture

Areas of Focus:

• Facility• Medical Advances• Information Technology• Delivery of Care• People

Facility

PFCC requires a comfortable supportive environment

private rooms with family

sleeping spaces atmosphere that promotes healing

• Cancer Center Expansion• New Children’s Hospital • Upgrade of Current Facilities

Information Technology

eRecord will promote PFCC

provides immediate and more thorough understanding

provides improved communication among providers

can identify high-risk patients to ensure comprehensive care plan and enhanced communication

can encourage attentiveness and compassion

o i.e. electronic sticky notes can enhance patient and provider’s bond by reminding care providers to engage in topics most important to patient

“I am very sorry to know that you recently lost a loved one” “I understand you are anxious to return home to care for your cat”

Transforming the way we Deliver Care

encourage patient/ family involvement

promote practices to improve patient/family and provider communication (i.e. rounding and shift change at the bedside)

breakdown silos – enhance communication among providers and multidisciplinary care teams

develop specialized Hospitalists to promote efficient, but compassionate care

shift from episodic approach to care to full continuum of care

advanced medical homes

People are the most important part of PFCC

Train all medical staff and employees to be respectful and offer compassion

• How we communicate determines how effectively we convey compassion and attentiveness

• We need to convey to our patients compassion and attentiveness by communicating about things that matter to them

• The healing power of touch

Our employees need to feel cared for to provide patient/family-centered care

Staff need to be: treated with respect supported empowered recognized

Caring for the caregivers

PFCC across URMC delivery system

GCHAS

URMC PFCC Steering Committee

SMH Highland Highlands at Brighton

Highlands at Pittsford

VNS

Patient and Family Members

Creating an ICARE Culture

Integrity - Compassion - Accountability - Respect - Excellence

Patient Satisfaction on the Rise

Strong Memorial Hospital

Our Patients are Seeing a Difference

Percentile Rank – as compared to UHC Academic Medical Centers

Scores Rising Across URMC

Press Ganey Patient Satisfaction Scores

Highland Hospital

Benefits of Higher Workforce Commitment

24

Morehead defines Workforce Commitment as…

•Demonstrating energy and enthusiasm for one’s job

•Loyalty to the organization – greater likelihood to stay employed

•Pride in the organization and willingness to recommend the organization as a place to work and to receive care

•Greater overall satisfaction

The Benefits are…

• More satisfied patients

• Improved productivity

• Increased cultural commitment

• Higher quality outcomes

• Stronger financial performance

• More positive image in the community

Organizational Workforce Commitment

25

“I’ve learned that people will forget what you said,

people will forget what you did, but people will never forget

how you made them feel.”

- Maya Angelou

Thank You