2013-14 Patient and Family Advisory Council
Date of Report: September 30, 2014
MRMC is committed to providing
exceptional healthcare services to our
community with dignity, compassion and
respect.
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Milford Regional Medical Center Annual Patient and Family Advisory Council Report
Milford Regional Medical Center
2014 Patient and Family Advisory Council Report
Table of Contents
I.
Milford Regional Medical Center – Overview
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II.
Milford Regional Medical Center Mission
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III.
Council Operations
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IV.
A year in Review and Accomplishments
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V.
Goals 2014-2015
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Milford Regional Medical Center Annual Patient and Family Advisory Council Report
Year PFAC Established: 2010
Community Co-Chairs: John Ferrari and JoAnn Morgan (Both patients at the Medical Center)
Staff PFAC Contact (name and title): Kim Munto – Director of Risk Management
Staff PFAC Contact E-mail and Phone: (508) 422-2202 [email protected]
Milford Regional Medical Center – Overview
Milford Regional Medical Center, Inc. is a comprehensive healthcare system that comprises the
Medical Center; Tri-County Medical Associates, Inc., an affiliated physician practice group; and
the Milford Regional Healthcare Foundation. The Medical Center is located at the intersection
of Routes 140 and 16 in Milford, MA.
A full-service, community and regional teaching hospital, Milford Regional is a 141-bed,
nonprofit, acute-care facility serving a region of 20-plus towns. With close to 200 physicians on
our active medical staff and an additional 100 courtesy or consulting physicians, patients are
assured of receiving high-quality care in multiple specialties. Our physicians are skilled in the
most advanced procedures and technology, and provide personalized patient care in a warm
and caring environment. Many hold teaching appointments at New England’s finest medical
schools, preparing the doctors of tomorrow.
Milford Regional is affiliated with UMass Memorial Health Care, Boston Children’s and Brigham
and Women’s Hospital. Patients receive the highest level of quality care here on our campus, as
well as access to the resources and services offered at a larger medical facility. Teaching
hospitals are widely recognized for providing exceptional care due to the variety of specialists
on staff, the 24-hour physician coverage, the caliber of diagnostic and support services, and the
latest advances in equipment and technology.
Milford Regional Medical Center –Mission
It’s Milford Regional Medical Center’s mission that guides our beliefs, decisions and actions.
“MRMC is committed to providing exceptional healthcare services to our community with
dignity, compassion and respect.”
Actions of the Medical Center are driven by the needs of surrounding communities who utilize
Milford Regional Medical Center as their healthcare provider. Milford Regional Medical Center is
committed to hearing the voices of our patient and families and the Patient and Family Advisory
Council serves as a collaborator.
Patient and Family Advisory Council
Milford Regional Medical Center believes that providing safe quality care is a collaborative
effort between our patients, families and healthcare team. The Patient and Family Advisory
Council at MRMC works in partnership with the Medical Center to provide valuable information
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Milford Regional Medical Center Annual Patient and Family Advisory Council Report
that is utilized to improve patient safety and quality of care provided at Milford Regional
Medical Center.
Purpose
The Patient and Family Advisory Council acts as an advisory resource for the Medical Center by
providing a vehicle of communication through cooperative efforts between the patients,
families, healthcare professionals, support staff and administration.
Goal
“Partnering with the patient, family and community to enhance their role as an active
participant in the healthcare process.”
The Milford Regional Medical Center Patient and Family Advisory Council is dedicated to
promoting a partnership between the patients, families, and working professionals affiliated
with the Medical Center to promote and foster patient-centered care.
Council Operations
Patients, family, community members and staff from Milford Regional Medical Center are
eligible to be members of the Council. Council members are requested to serve a two-year
term to the council. Membership on the Council requires successful completion of the
registration process which includes participation in in orientation, HIPAA education, signing a
Medical Center confidentiality agreement and a CORI checks. Membership on the Council
requires attendance at monthly Council meetings with the possible option to participate on
other sub-committees. Council meetings include training and education that pertains to specific
project work. Council members participate on committees, task forces and/or advisory boards.
Responsibilities include a review and understanding of publicly-reported Quality information,
Patient Safety and confidentiality of patient information. Members are expected to participate
in 70% of monthly meetings consisting of 2-3 hours and in various committees or projects that
will require a varied number of hours. A term of active membership consists of, for the
founding members two (2) years to be revisited annually. Council members may resign or
request a Leave of Absence from the Council at any time during their term. A member may
request a Leave of Absence when unusual or unavoidable circumstances require that the
member be absent from meetings and activities for 3 to 6 months. The member will submit
his/her request in writing to the Co-Chairs, stating the reason for the request and the length of
time requested. The Chair will determine if the request will be accepted. If a member cannot
return at the end of the requested leave, he/she will resign from the Council. At any
resignation, the Council may choose to add a replacement at that time or to leave the position
open until the next rotation of members.
The chair and officers of the PFAC are elected through a majority vote of the full council and
must be a patient or a family member. The Council chair establishes the goals and objectives of
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Milford Regional Medical Center Annual Patient and Family Advisory Council Report
the council annually with the membership. The PFAC’s monthly agendas are determined by the
Co-Chairs and the Administrative Liaisons. Meeting agendas and schedules represent the
objectives and goals of the Council through collaboration with council members, Medical
Center Administration and staff. Updates regarding the activities of the PFAC are reported
monthly in the Performance Improvement Committee, Patient Experience Team and Patient
Care Assessment Committee meetings. The Patient Care Assessment Committee (PCAC)
includes members from the Board of Trustees, Senior Management and the Medical Staff. The
PFAC’s annual report is presented to the Board of trustees and is the work product of the PFAC
council and liaisons. The annual report can be found on the Medical Centers website at
http://www.milfordregional.org/about-us/patient-family-advisory/ .
This past March the council celebrated its fourth year with nine community and five staff
members electing to continue on the council. There were three community and three staff
resignations. As a result of the resignations the council spent monthly meetings assessing,
planning and implementing the search for new council candidates.
The request for new members was advertised in the local newspapers, local radio station
WMRC, town criers, medical centers website. The process utilized for appointing new members
consisted of individuals submitting applications, individual interviews consisting of one council
member from the community and one council member from staff and a council review of all
applicants resulting in an invitation to join the PFAC.
Currently, the Patient and Family Advisory Council at Milford Regional Medical Center consist of
20 members. 12 members represent the community and have either received care or have had
a family member receive care at the Medical Center. 8 council members represent staff within
the Medical Center. Communities of Bellingham, Blackstone, Douglas, Hopedale, Hopkinton,
Mendon, Milford, Millis and Upton are represented through the community members. Staff
members consist of staff from Pastoral Care, Hospitalist Services, Telemetry, Environment of
Care, Social Services, Community Benefits and Interpreter Services. The Medical Center
provides free parking, dinner prior to every meeting, conference calls and interpreter services.
The Medical Center’s Vice President of Patient Care Services, Director of Care Management and
Director of Risk Management serve as liaisons to the council. The PFAC is centralized within the
Risk Management Department.
A Year in Review:
October 1, 2013 – September 30, 2014
Milford Regional Medical Center’s Patient and Family Advisory Council have positively
influenced patient care by providing a patient’s perspective on how to deliver meaningful
patient and family centered care.
During every PFAC meeting all members are asked if they have any issues or concerns to bring
forward from the community standpoint. All council members are educated on issues being
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Milford Regional Medical Center Annual Patient and Family Advisory Council Report
confronted by the Medical Center and requests are made for members to provide feedback or
participate on committees to assist with addressing these issues identified.
On an annual basis the CEO of the Medical Center meets with the PFAC to discuss the PFAC’s
concerns and recommendations.
Council Subcommittees:
 Hospital Safety Committee – This is a new committee that was formed as the result of
PFAC members identifying safety concerns within and around the Medical Center.
Concerns include:
 At a Milford rehab location the door to the gym and restrooms are not automatic
and could be problematic for some patients.
 Unable to use language line in rooms due to lack of phone jacks or a portable phone.
 Bridge outside ED identified as a hazard to patients, family and staff.
 Steps going from under canopy to sidewalk at the Hill Building are slippery,
especially when it’s wet outside.
 There are no designated handicap parking spots at the offsite rehab facilities.
 Lack of lighting for walkway in front of cafeteria.
 Crosswalk, many voiced concerns pertaining to hazardous conditions when using
crosswalk.
To date concerns regarding phone jacks, outside bridge hazard and walkway lighting
have been addressed.
 Home Medication Committee - This is a new committee that was formed as the result
of PFAC members being educated on concerns regarding medication safety. This team is
exploring ways to educate the community on the rationale as to why they need to bring
the most updated medication list with them to the medical center when they are
presenting for treatment.
 Behavioral Health Subcommittee
January 8, 2014 – Presented “An Integrated Approach to Improving the Behavioral
Health System” on Health Care for All webinar.
April 7, 2014 - Presented “An Integrated Approach to Improving the Behavioral Health
System” at Massachusetts Coalition Patient Safety Forum.
April 9, 2014 – Co-Sponsored 2nd Annual Behavioral Health Community Meeting
May 14, 2014 – Presented “An Integrated Approach to Improving the Behavioral Health
System” at Massachusetts State PFAC Meeting.
Issue: To Provide Behavioral Health Care Parity
Aim: Integrated Approach to Behavioral Health
Interventions:
Staff Training & Education
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Milford Regional Medical Center Annual Patient and Family Advisory Council Report
 ED Staff Satisfaction Survey
 Conducted trainings in three areas
 Number attending BH training
Implementation of Integrated Team
 Frequency of meetings
 Hiring of four Behavioral Health RNs
 Introduction of Patient Safety Assistants (PSAs)
 Changes to Riverside services at MRMC
Contract with Interface Referral Service at MA School of Professional
Psychology
 Program February 2014-February 2016
 Developed marketing plan
 Developed evaluation
 Conducting outreach to schools, community agencies, therapists,
parents
Data Analysis:
Volume of patients seeking care in ED for primary psychiatric complaint.
Analysis includes length of stay, comparison of mental health patients with
traditional medical/surgical patients in the ED, recidivism (within 72 hours)
 Diagnosis and demographics for frequent/complex patients
 Before and After data on Individual Management Plans
 Restraint data
 Timeliness of psychiatric consultation in ED
Lessons Learned:
 Multi-Disciplinary Teams working together can make a Positive
Impact!
 Baby Steps
 Behavioral Health visits continue to INCREASE
 State & Federal help is needed to ensure PARITY
 Continued efforts/resources are needed.
Council members actively serve on the following committees/Advisory Boards:
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Performance Improvement – 1 PFAC Council Member
Behavioral Health Sub-Committee – 1 PFAC Council Member
Expansion Committee - 1 PFAC Council Member
EOHHS Grant Committee for Health Care Infrastructure and Capacity - 1 PFAC Council
Member
 NRC Outpatient Survey Team – 2 PFAC Council Member
 New Website Design for Medical Center – All PFAC Council Members
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Milford Regional Medical Center Annual Patient and Family Advisory Council Report
Throughout the past year the Patient and Family Advisory Council has accomplished the
following:
The Council has participated in the following educational presentations:
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Bariatric Surgery
Community Out Reach
Outpatient Survey
Affordable Accountable Care Act and its impact on the Medical Center – Observation
Status for Medicare patients.
Milford Regional Medical Center is committed to providing patient and family centered
care with compassion, dignity and respect. The voices and perceptions within the
community we serve provide the Medical Center with critical information that is
incorporated into daily operations, initiatives and future endeavors. As we continue to take
every opportunity to grow and improve the Patient and Family Advisory Council
participation will continue to be an integral part of expanding the patient safety and the
quality of care provided at Milford Regional Medical Center.
Goals for 2013-2014:
 Continued integration of PFAC members on Medical Center committees.
 Integration into the community to identify opportunities of improvement for the Medical
Center.
 Quarterly report on pay for performance measures.
 Monthly committee updates.
 PFAC education on all Milford Regional Medical Center committee and their roles.
 Continue to collaborate with Medical Center, community resources and members of the
behavioral health community on strategies for the integration of behavioral health
patients and their families.
Goals for 2014-2015:
For the upcoming year PFAC council meetings will include the following:
 Continued integration of PFAC members on Medical Center committees.
 Integration into the community to identify opportunities of improvement for the Medical
Center.
 Work with Senior Management to increase PFAC participation in quality of care
initiatives.
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Milford Regional Medical Center Annual Patient and Family Advisory Council Report
 Initiate medication list sub-committee – working with the community to educate the
need to bring the most accurate medication list to the Medical Center when presenting
for care.
 Increase communication to the PFAC regarding Medical Center performance
information.
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Milford Regional Medical Center Annual Patient and Family Advisory Council Report