4/11/2016
Steps To Success: Launching And Sustaining A
Patient Family Advisory Council
MD Anderson Cancer Center
Steps To Success:
Launching And
Sustaining A
Patient Family Advisory
Council
April 2016
Welcome
Amy Hall
Patient & Family Advisor
Kathy Denton, PhD., C.P.H.Q.
Associate Director of Patient Experience
Debbie Schultz, M.Ed., L.P.A., C.P.H.Q.
Associate Director Volunteer Services
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Overview
MD Anderson Overview
History
Organizational Structure
Recruitment and Onboarding
Serving as an Advisor
Sustainability
• PFAC /PFAP
• Institutional level
Questions
Copies of forms and documents
Intro
https://youtu.be/qeIXpb
gS0Jo
MD Anderson Cancer Center
April 13, 2016
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Patient Care Statistics
Education Statistics
More than 6,600 trainees, including physicians, scientists, nurses and allied health
professionals, took part in educational programs at MD Anderson in FY15.
Our people • FY 2015
 Nearly 21,000 employees,
including almost 1,700 faculty
 906 on-site volunteers, who
contributed 145,452 hours
of service
 2437 off-site volunteers and nine
myCancerConnection programs
making 125,002 total contacts
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Our Locations
In addition to MD Anderson’s main campus in the Texas Medical Center and two
research campuses in Bastrop County, Texas, the institution has developed a
number of local, national and international locations.
Houston-area care centers
Bay Area, Katy, West Houston (diagnostic imaging), Bellaire (diagnostic imaging), Sugar
Land, The Woodlands, Memorial City (surgical clinic), The Woman’s Hospital of Texas
(gynecologic oncology)
MD Anderson is now the exclusive provider of breast radiology services for 15 of Memorial
Hermann’s breast care centers in the Houston area.
MD Anderson physicians provide cancer care to patients at Lyndon B. Johnson Hospital.
MD Anderson Cancer Network®
Partner members: Banner MD Anderson Cancer Center (Gilbert, Arizona), MD Anderson
Cancer Center at Cooper (Camden, New Jersey), Baptist MD Anderson Cancer Center
(Jacksonville, Florida), and MD Anderson Cancer Center at Summit Medical Group
(Berkeley Heights, New Jersey)
Associate member: Hospital Israelita Albert Einstein (São Paulo, Brazil)
Certified members: 14 hospitals and health systems in 12 states
MD Anderson affiliates
MD Anderson Cancer Center Madrid (Spain)
MD Anderson Radiation Treatment Center at American Hospital (Istanbul)
MD Anderson Radiation Treatment Center at Presbyterian Kaseman Hospital (Albuquerque, New Mexico)
Mission, Vision, and Values
Mission
The mission of The University of Texas MD Anderson Cancer Center
is to eliminate cancer in Texas, the nation, and the world through
outstanding programs that integrate patient care, research and
prevention, and through education for undergraduate and graduate
students, trainees, professionals, employees and the public.
Vision
We shall be the premier cancer center in the world, based on the
excellence of our people, our research-driven patient care and our
science. We are Making Cancer History™.
Core Values
Caring – Discovery - Integrity
Defining the Patient Experience
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History
History
• Children’s Cancer Hospital:
Family Advisory Council started in 2008
• Adult - Patient Family Advisory Council
(PFAC) development committee
established 2013
• May 2014 – first PFAC meeting
• January 2016 – expanded program to
Patient & Family Advisor Program
Initial implementation committee
Committee: Initiated October 2013 – Core Group attended IPFCC Training
Representatives from:
Patient Education
Patient & Family Engagement
Volunteer Services
Patients (3)
Global Network
Inpatient Nursing
Outpatient Nursing
Internal Communications
Pediatric FAC Program
Key success factor: ownership in patient experience by many divisions
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Timeline
2008
March 2013
• MD Anderson
Children’s Cancer
Hospital establishes
Pediatric Parent-Family
Advisory Council
• MDA employees attend
Institute of Patient and
Family Centered Care
PFAC training seminar
April 2014
June 2013
May 2014
October 2013
• Strategic Planning
Group endorses
formation of Patient
and Family Advisory
Council
• Working group begins
project to plan a PFAC
• Institutional Committee
established – attended
IPFCC
July 2015
Sept 2014 – Aug 2015
• Invited 27
patients/family
members and 12 MDA
employees to join
PFAC
• First PFAC meeting
and New Advisor
Orientation
September 2015
Recruitment of new PFAC
Members
Updated By-Laws.
Expansion of Patient and
Family Advisor Program.
December 2016
New Advisors selected
…………………………
…………………………
………
Moved from a Program in
the Division of Nursing to
a Department under the
Vice-President for
Performance
Improvement
• Patient and family
members and
employees individually
added throughout the
year on a request basis
January 2016
• New Advisor
Orientation
Key success factor: leadership focus on patient experience at an institutional level
Organizational Structure
Organizational Structure
John Bingham
Vice President of
Performance
Improvement
Quality & Safety
Subcommittee
Executive Clinical
Operations Team (ECOT)
Office of Performance
Improvement
Department of Patient
Experience
Patient and Family
Advisor Program
OPI
Press
Ganey
Survey
Contract
DI Patient
Experience
Committee
Family
Advisory
Council
Pediatrics
Key success factors: Patient voice linked to
safety and quality
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Recruitment and
Onboarding
Initial PFAC recruitment - March 2014
Communication:
• mymdanderson.org announcement (patient portal)
• Information flyers in Volunteer Services and Hospitality Centers
• Story in This Week an Internal Communications patient focused flyer
Selection:
• 30 day application window
• Application submitted to Director of Patient and Family Engagement
• Face-face interview with at least 1 committee member (30-45 minutes)
• Standard interview evaluation criteria and form
• Range 20-25 members (22 selected)
• Committee review meeting to select council members
•
ranked top 3
•
discussed selection criteria
PFAC-PFAP recruitment – October 2015
Communication:
• mymdanderson.org announcement (patient portal)
• Information flyers in Volunteer Services and Hospitality Centers and PIKNIC
• Story in This Week an Internal Communications patient focused flyer
Selection:
• 30 day application window (October) - Over 80 applications
• Application submitted through Patient Experience email or mailed to Director
• Face-face interview preference with 2 committee members
• Standard interview evaluation criteria and form
QUICKLY REALIZED NEED TO CHANGE – expanded to PFAP…
PROGRAM EXPANDED after first day of interviews.
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Onboarding
.Initial March/May 2014 Onboarding
• Completed during first PFAC meeting
• Role of advisor and example opportunities
• All paperwork completed individually outside of meeting
Second Onboarding January 2016
•
Orientation session
•
2 ½ hours
•
Roles and responsibilities of advisors
•
Opportunities
•
Required forms and education
Serving as an advisor
Roles and responsibilities
 Be observant of what is going on around you
 Please do not expect to be treated any differently or to receive special
favors as a patient and family advisor
 Please represent all patients and families, not just your personal issues
Serving on a committee:
 Represent all patients and families
 Ask the staff members to help you understand the committee’s purpose,
goals, and any words or language unique to the committee
 Seek to offer constructive input of storytelling and limit complaining
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Patient and Family Advisor (PFA)
Definition:
Patient and Family Advisor role will enable patients and families to have
direct input and influence on the policies, programs, and practices that
affect the care and services individuals and families receive at MD
Anderson Cancer Center.
Purpose:
The patient and their family are at the center of the care and services at
MD Anderson Cancer Center. Therefore, involvement of Patient and
Family Advisors will enhance communication and improve patient
satisfaction, quality of care, and safety in a collaborative effort.
Role:
The Patient and Family Advisor offers input into patient care and
organization processes, and advocates Patient and Family needs from a
broad perspective.
Advisor Program Purpose Statement
While supporting the mission and vision of MD Anderson Cancer
Center, we will strive to continually improve the experience of
care for patients and families.
Keeping dignity and respect at the forefront, our goals are to:
1. Educate stakeholders on the philosophy and core concepts of
Patient-and-Family-Centered Care
2. Develop, implement and evaluate policies, programs and services
through the collaboration of patients, families, faculty, staff and
community.
3. Create a partnership with patients, families, faculty and staff that
promotes advocacy and involvement
Patient and Family Advisor Responsibilities
 To promote a better understanding of the principles of patient and
family-centered health care among patients and the MD Anderson
community.
 To channel information, needs and concerns to the MD Anderson
Cancer Center administration and staff.
 To be active consultants with regard to decisions and plans that
affect MD Anderson Cancer Center patients and families.
 To assist in promoting positive relationships between MD Anderson
Cancer Center and members of the community.
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Activity Ground Rules/Tips
 Arrive on time
 Major decisions are made by consensus
 Discussions should be held in open and honest atmosphere
 Allow others to complete their comments before beginning yours
 Contribute to discussion but monitor your talking time to assure that
others have the opportunity to participate
 Actively listen to what individuals have to say and verify perceptions
 No side conversations
 Follow through with commitments
 Stay focused on the topic at hand
 Seek balanced participation
Ground Rules/Tips Continued:
 Address disagreements directly
 No hidden agendas
 Communicate with co-facilitators or the staff liaison, if unable to
attend meetings
 Refrain from using hospital jargon
 All ideas are valuable
 Be aware of confidentiality issues and guidelines
Communication Tips
 Use “I” statements to describe how you feel instead of blaming or
accusing
 Share the time with other team members and listen. Seek first to
understand, then to be understood
 Try to be non-judgmental in sharing and listening
 TEAM – Together, Everyone, Achieves, More
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Serving as an Advisor
• Why I am an advisor?
• How I make a difference.
• What I would change if I could.
• My advice as you start a Patient and Family Advisory Council
Patient and Family Advisor Opportunities
Rounding
HAL Advising
Quality & Safety
Story Telling
Patient Shadowing
Speakers
Council
Committees
Short Term Projects
On-line Advisor
Simulations
Patient Education
and Internal
Communications
Social Media Tips
 Remember that what you say on social media stays on social media
 Be smart about how you talk about the Advisor Program and MD
Anderson Cancer Center on social media
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PFAC Sustainability:
•
•
•
•
•
•
MD Anderson Partnering with Advisors
Orientation
Annual education
PFAC meeting structure
Annual advisor evaluation
Annual program evaluation-SWAT analysis
What you can expect – sustainability
 To be accompanied by an employee to the first Advisor activity and to
have a de-briefing before and after the first activity.
 Can request to have a de-briefing before and after any activity.
 Can expect to have processes and terminology explained as needed.
 Will be given the name and contact information for the lead of the activity.
 Will be listened to and respected for personal insight and suggestions.
 Can expect a safe environment to discuss concerns.
 May be invited to attend educational sessions.
Key component to success
Communication
 Follow HIPAA guidelines for confidentiality
 Committees, advisor meetings, and other sharing opportunities should
be a safe place to talk about experience. Everyone should be
comfortable knowing the other members are not telling those they know
at home, school, or social media what we hear
 Please do not identify doctors, nurses, or other staff members by name
when sharing a story that includes that person
 We want to focus on the issue, not the person
 Use personal experience to illustrate a point
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Standards – sustainability
 The Patient Family Advisor will maintain confidentiality of patient and
organizational sensitive information.
 The Patient Family Advisor will attend required Advisor meetings and
provide input through identified activities.
 Participation is voluntary and may be withdrawn at any time with notice,
by either party.
 The Advisor position is a one year position, with an annual review
providing renewal for an additional year. Renewal may be provided for
up to three years.
 The Patient Family Advisor will complete the PFA orientation and all
required forms including but not limited to: HIPPA training, a
confidentiality statement and a Code of Conduct statement.
What is Protected Health Information
What is Protected Health Information (“PHI”)?
PHI is any individually identifiable health information that relates to
a person’s health care. For example, PHI includes health
information paired with any of the following: name, address, Social
Security number, recognizable photos, dates of service, date of
birth, contact information, and medical record numbers. PHI may
be electronic, paper, or spoken word. See “Confidentiality Policy”
(Policy # ADM0264). Even the simple fact that someone is an MD
Anderson patient constitutes PHI.
Health Information includes
PHI is health information paired with identifying information.
•
•
•
•
Treatment;
Diagnosis;
Genetics; and
Patient status.
Identifying information includes:
•
•
•
•
•
•
•
•
Name (incl. initials);
Date of birth;
Medical Record Number (MRN);
Treatment dates;
Contact information (address, fax, e-mail, phone);
Photos;
Account numbers; and
Social Security Numbers.
PHI is found almost everywhere; in medical records, billing records,
appointment reminders, advertisements, publications, research
databases, etc. HIPAA dictates how we use, disclosure, and protect PHI.
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New Advisor Signature Forms
Write your name on the manila folder tab
1.
Protecting Patient Privacy Form
2.
Confidentiality, Conflict of Interest & Non-Disclosure Agreement Form
3.
Information Resources User Rights and Responsibilities Acknowledgement Form
4.
Non-Employee Vetting Form
5.
Patient and Family Advisory Program Orientation Acknowledgement Form
6.
Patient and Family Advisor Program Preference Form
Work with the employees at your table to answer questions, complete and hand-in the
forms listed above in the manila folder: Last Name, First Name.
PFAC meetings – sustainability
Monthly – 3rd Tuesday of the month 5:30 – 8:00
Dinner included
Standard agenda:
•
Patient Story
•
2 presentations/projects 5 minutes each
•
2 small group breakouts – simultaneously
•
Break
•
Large group project or update for feedback – most recently EPIC feedback
•
Committee report-outs
Institutional sustainability
• Vice-President of Performance Improvement attends all
PFAC meetings
• President spoke at first annual celebration
• SAFTEY COMMITTEE - first Committee to have a PFAC
member
• Internal Communications
partner
-
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Next Steps: Institutional sustainability
• Invite a different Executive leaders to speak at and
attend a PFAC meeting
• Increase PFAC membership on institutional
committees
• Internal Communications about PFAC/PFAP to
employees and faculty
Partial list of PFAC involvement results
Innovation committee
Communication of death policy and procedure
Updated visitor policy
White boards updated to include daily patient goal
New thermostats in patient rooms
New mattresses in patient rooms
Commit-to-sit
Bedside shift report
Accent modification class
Safety Committee Member
New Nurse Simulation labs
Focus Groups for research surveys and education pieces
Facilitated Facilities Inpatient room survey with patients
New signage
Patient education materials
Patients story at top of a meetings
At MD Anderson, everything we do
revolves around our patients and placing
patients and their families first.
So what does it mean to put them first?
It’s delivering on our promise of safe,
timely, effective, efficient, equitable, and
patient-centered care every day.
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Expected Outcomes of the
Patient & Family Advisory Council
 Improved communication
 Improved provider-patient relationships
 Improved quality of care/patient safety
 Improved patient experiences of receiving/participating in care
 More efficient use of resources
 Improved provider satisfaction with providing care
 Improved patient/health outcomes.
Agency for Healthcare Research and Quality (2012) Guide to Patient and Family Engagement
Patient and Family Advisor Program
Patient and Family Advisor Total
Volunteer Hours
80
Number of Advisors
100
70
80
60
Hours
50
60
40
30
40
20
10
20
0
0
2014
2015
2016
Founding PFAC Advisors
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Next…
Poster Session Presentations
4:00-5:00 PM
Foyer
Off Site Networking Reception & Dinner
6:00-9:00
Busses will transport attendees to Winspear Opera
House
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Patient and Family Advisory
Council
TOOL BOX RESOURCES
Patient and Family Advisory Council Interview Guide
Candidate Name: ______________________________Date:__________________
Why would you like to participate in the Patient and Family Advisory Council?
Tell me about a positive experience you’ve had at the hospital.
Can you recall a challenging or problem situation that you have encountered here and describe how you managed it?
How have you handled a situation in the past when someone’s background or values were different than your own?
What are two or three personal strengths you have when working in groups?
The PFAC meetings will be held once a month on a weeknight. Are there any days of the week that would NOT work for
…..you?
Have you ever received services at one of our regional locations? If so, how frequently?
Reminders:
We will be doing background checks
If a person isn’t selected, it isn’t because they aren’t “good” enough, but it is because diversity of the group is so
important
Diversity = background, diagnosis, experience at MDA, gender, race, family type, socioeconomic status, educational
background, age, etc.
We will keep applicants in mind for potential opportunities for projects outside of the PFAC business meetings
Interviewer:_________________________________
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Patient and Family Advisory Council (Program) Orientation
Table of Contents
Welcome Letter
Being a Patient and Family Advisor
The Department of Patient Experience Structure: The Patient and Family Advisory Program
Patient and Family Advisory Program Overview
Patient and Family Advisory Program Purpose Statement
Patient & Family Family Advisor positon description
Patient and Family Advisory Program Ground Rules
What It Means to Be a Patient and Family Advisor
Tips For How To Be An Effective Patient of Family Advisor: A Beginning List
Communication Tool Box
Patient and Family Advisors - January 2016
Do the Right Thing
Vision, Mission and Values
Institutional Code of Conduct
Privacy, Confidentiality, and Security
Work Environment
Your Rights and Responsibilities
Protecting Patient Privacy (your copy)
Confidentiality, Conflict of Interest & Non-Disclosure Agreement (your copy)
Information Resources User Rights and Responsibilities Acknowledgement Contractor (your copy)
Patient and Family Advisor Position Description
PFAC By-Laws
PFAC Co-Chair Position Description
Strategic Plan Overview
Forms to sign and turn in
Protecting Patient Privacy
Confidentiality, Conflict of Interest & Non-Disclosure Agreement
Information Resources User Rights and Responsibilities Acknowledgement
Non-Employee Vetting Form
Patient and Family Advisor Program Preference Form
Patient and Family Advisory Program Orientation Acknowledgement Form
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Welcome Letter
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PFAC Meeting Agenda Template -Example
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PFAC By-laws
PFAC By-laws continued
PFAC Co-Chair Position Description
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Patient and Family Advisor Position Description
Request A Patient and Family Advisor Form
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First Assignment Check-off Form
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Letter to team lead when Patient Advisor added to team
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Internal Communications
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