Care Experience Update:
Expanded Leadership Forum
November 7th 2014
Presented by
Shannon Parsons
Practice Consultant
Care Experience Strategic
Direction
Candy Garossino
Director,
Professional Practice and
Nursing
Care Experience Aim
Patients, residents, and
families will experience
culturally safe, socially
just, person and family
centered care across
Providence Health Care.
Care Experience Update
• Code H
• Patient and Family Partners
• Professional Image
• August 2014 Institute for Patient and Family Centred Care
International Conference
• New Hire Interviews with Patient and Family Partners
• Next Steps: Plan 2015/16
Care Experience Update:
Code Help at SPH
• Patient and family activated safety system initiated March
2013 on two medical units as a pilot - now a permanent
initiative in all SPH inpatient medical units
• Expanding to other areas – in discussion with SPH
Surgery leaders as a potential next area
Care Experience Update:
• Patient and Family Partners recruitment:
• Currently have 68 Patient/Family Partners – on 80
different committees/projects
• Orientation and continued support externally and internally
via Patient Voices Network (PVN) and Professional Practice
• Professional Image:
• 4600 nametags have been delivered to staff, some
physicians, pharmacy, lab, and radiology staff
• Working with medical affairs for nametag distribution to
physicians
Care Experience Update:
• The 6th International Conference on Patient and Family
Centered Care
• Hosted by Providence Health Care August 6-8th 2014
• Attended by over 750 people from across North America, UK,
United Arab Emirates, Australia, and Europe
• 11 posters and oral presentations from PHC
• As a result of the conference link with PHC resident
orientation and international link with Denmark institute to
streamline measurement of the Care Experience has been
made
Care Experience Update:
• New Hire Interviews with Patient and Family Partners
• Interview tool created in conjunction with Human Resources
and Professional Practice
• Provides lens of Patient and Family Centred Care
• Interview completed by Patient/Family Partner or by leader
• So far completed by leaders in Nursing, Respiratory Therapy
and Social Work
If you are interviewing potential new hires – contact HR or
Professional Practice to receive the interview tool
Care Experience Next Steps:
• Metrics for the Care Experience
• Bringing Patient and Family partners to Program level
Quality and Safety Committees
• Bedside Shift Report for Nurses
• Patient follow-up 48 hours after discharge from hospital
Care Experience: Next Steps
• Metrics for the Care Experience
• Survey for in-patients created in conjunction with Professional
Practice, Quality Improvement, and Provincial Lead for
patient experience metrics
• Survey questions have been validated and are in line with
measurement that will be implemented in the next year from a
provincial basis
• Survey provides tangible metrics for the Care Experience to
measure improvement
Care Experience: Next Steps
• Bringing Patients and Family Partners to Program
Quality and Safety Committees
• Recruit and orientate Patient/Family Partners for
participation on program quality and safety committees
(initiate large scale recruitment November 2014)
• Patient/Family Partners will be recruited via the program
(internally) and via Patient Voices Network (externally)
• Occurring over 2015/2016 – working with Program Directors
on timelines
Care Experience: Next Steps
• Bedside Shift Report for Nurses
• Involves shifting nurse shift report from a room on the unit to
the bedside to include patients and families
• Already being completed by 8A nurses as a trial and plans to
roll out over 2015/2016
• Professional Practice will be discussing with OL’s a PD’s
Care Experience: Next Steps
• Patient follow up 48 hours after discharge from
hospital
• Involves calling patients within 48 hours after their discharge
from hospital
• Currently being completed in Medicine and with CNS group
with plans for discussing expansion with Advanced Practice
Nurses
• Potential for reduction in readmission, increasing satisfaction,
and decreasing potential of harm for patients who do not
understand their discharge instructions/follow up.
Changing the Culture versus
creating a project
Providers can see a
small part of the
patient experience.
Patients, with their
family and friends,
help us understand
the whole picture.
Questions?
Ellen’s story
Principles of Patient and Family
Centred Care
Respect & Dignity: Patients and families are treated with respect
and dignity throughout PHC
Participation: Patients and families are invited to participate in
clinical decision-making at the level they choose.
Collaboration: Patients and families are invited to partner with us to
achieve quality care.
Information Sharing: Patients and families have open access to
their own information throughout PHC
The Care Experience
What will I do today that will make my work
more patient, resident, and family centred?