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Patient and Family Engagement Affinity Group. Recruiting Patient Advocates June 19, 2013. Agenda. Introduction and Framing Carolinas HealthCare System PFE Data Snapshot Patient Advocate Speakers Questions and Answers – Participation with Speakers Thank you and Learning Event Close. - PowerPoint PPT Presentation
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Patient and Family Engagement Affinity Group
Recruiting Patient Advocates
June 19, 2013
Agenda
• Introduction and Framing• Carolinas HealthCare System PFE Data
Snapshot• Patient Advocate Speakers• Questions and Answers – Participation with
Speakers • Thank you and Learning Event Close
Director of Patient Safety, Carolinas HealthCare
System
Jason Byrd
Lisa Morrise
Patient Co-Lead for the PFE Affinity Group
Patient & Family AdvisorsPatient & family advisors work in a variety of healthcare settings sharing their personal stories to represent all patients and families in providing an educated perspective of care by bringing authenticity, empowerment, respect and inspiration to the design and delivery of healthcare systems. Patient & Family Advisor roles include partner, educator, speaker, listener, advocate, collaborator and leader, ensuring the focus of healthcare is centered on the patient and family.
Collaboratively written by Patient Family Advisors assembled by the IHI at the 2012 IHI Forum, Orlando FL
Leadership and Staff Support• Ideally, support for utilizing PFAs (Patient and Family
Advisors) and having PFACs (Patient and Family Advisory Councils) will come from the C-Suite (the Chief Executive, Nursing and/or Medical Officers of the corporation).
• PFACs and PFAs may be administered out of many departments, including:– Nursing– Quality and Safety– Support Services
• Select key staff to serve on a PFAC
Numbers• Try to enlist a diverse group of patient advisors
– Look for a representative group including a sampling of your patients’ ages, ethnicity, language backgrounds, geography and diagnosis
– Pull your demographic distribution from your data or look at your service area census data
– Not every single discreet category of patient can be represented, but you should try to include patients from different backgrounds
– If you receive multiple referrals from, for example, one diagnosis, use a few as advisors and save the rest of the referrals for later recruitment
Numbers• Please budget for a staff position to coordinate
advisors and funds to cover meetings and engagement (similar to volunteers). Consider stipends for patient & family time and/or travel related expenses.
• Advisors can actually save your facility $$$. One metric you may want to keep track of is the money you have saved due to advisor input.
• Advisors may help your facility achieve goals in many areas, including improved patient satisfaction and a reduction of harm across the board.
Bernard Roberson, Administrative Director of Patient and Family Centered Care at
Georgia Regents Medical Center
Reactor
Libby Hoy
PFCC Partners
Whom Am I Looking for?• People with patient experience in your organization• Representative of the population you serve• Distance from Diagnosis/Experience• People who have constructive criticism skills• People with a desire to improve care for others• People who can be a representative voice• Solution focused• Partnership skills• Teachable spirit
Where Do I find them?SELF REFERRAL Newsletters Email Blasts Outpatient clinics Website Physician Referral Coffee Carts Open House Recruitment posters Community• Resource Events Direct Mailers
STAFF REFERRAL Support
Groups/Disease specific meetings
Lobby Surfing Customer Service Grievance Committee Executive Rounds Unit Staff Community Mailers
Application
Provides pertinent experiences Provides a ‘flavor’ of communication styleStates the commitment up front Identifies areas of interestFormalizes the process and engagementSelf Selection opportunityAvailability identified
Interviewing Panels of Staff sponsor and current
PFAC’s Staff member alone Phone interviews, with limitations In person interviews preferred Open Ended Questions Identify Communication Style
Alice Gunderson, Patient & Family Advisor,St. Francis Medical Center, Lynwood, CA
REACTOR
Victoria Nahum
Co-Founder of H2Pi, The Healthcare and Patient Partnership Institute
Challenges in Establishing a PFAC
Challenges• Finding diverse members• Modeling partnership• Finding people passionate about
improvement• Finding experienced people who
relate to the experiences to others
• Finding diverse team personalities
• Developing a shared mental model about what we’ll do
• Ensuring security, privacy, immunizations
Approach• Broad solicitation• Recruit both care users & staff• Application essay question &
interview• Application essay question &
interview• Application essay question &
interview• Application brochure/cover
letter, interview & training• Standard volunteer processes for
security check, HIPPA & shots
Using a PFAC charter to proactively prepare for likely challenges
Challenge Approach• Developing shared mental
model of purpose/mission• Modeling partnership• Organizational support• Attendance• Leadership and teamwork• Leadership turnover• Finding the right fit
• Statement of purpose• Co-leadership• Executive +/or Board
reporting• Attendance requirements• Covenant (rules)• One year co-lead terms,
annual elections & succession planning
Questions
• Next Patient and Family Engagement Affinity Group meeting:
• July 22, 2013
• PFECs: Training Patient Advisors to Work Collaboratively
Next PFE Affinity Group Meeting