Patient Engagement How a Patient Advisory Board Keeps
Patient Engagement : How a Patient Advisory Board Keeps the Patient in the Center of the Patient. Centered Medical Home Westfield Family Physicians, PC Westfield, NY December 1, 2012 Donald F Brautigam, MD, FAAFP Jean Hanks, LPN
Disclosures It is the policy of the AAFP that all individuals in a position to control content disclose any relationships with commercial interests upon nomination/ invitation of participation. Disclosure documents are reviewed for potential conflicts of interest and if identified, they are resolved prior to confirmation of participation. Only these participants who have no conflict of interest or who agree to an identified resolution process prior to their participation were involved in this CME activity. All individuals in a position to control content for this activity have indicated they have no relevant financial relationships to disclose.
Patient Engagement: How a Patient Advisory Board Keeps the Patient in the Center of the PCMH Acknowledgements § Quality Improvement Team: Donald Brautigam, MD | Jean Hanks, LPN | Nan Bartkowiak, RN | Ryan Burrows | Marcia Samonia | Timothy Kitchen, MD | Timothy Gorman, MD § Independent Health’s PCMH Pilot Project § Our Board Members
Patient Engagement: How a Patient Advisory Board Keeps the Patient in the Center of the PCMH Westfield Family Physicians, PC § Established in 1979 as a solo practice in rural Western New York State by Donald F. Brautigam, MD, FAAFP § 6 physicians, 4 non-physician providers, about 12, 000 patients § IDCOP initiative (Idealized Design of Clinical Office Practices) 2002 -2004 § Team management approach § Electronic Health Record in 2005 § PPC-PCMH Level 3 recognition (NCQA) in Fall 2010 § PCMH renewal in 2013 (a work in progress)
Patient Engagement: How a Patient Advisory Board Keeps the Patient in the Center of the PCMH Where are we from? Westfield & Sherman
Patient Engagement: How a Patient Advisory Board Keeps the Patient in the Center of the PCMH Objectives § Identify purpose of a Patient Advisory Board § Explore means to recruit Advisory Board members § Plan and facilitate an effective meeting § Sustain a working, active board that will facilitate patient engagement, improve satisfaction, and help meet NCQA standards
Patient Engagement: How a Patient Advisory Board Keeps the Patient in the Center of the PCMH Engages patients Improves public awareness and good will Improves Patient satisfaction Patient Advisory Board Opens communication Facilitates transparency Improves provider satisfaction
Patient Engagement: How a Patient Advisory Board Keeps the Patient in the Center of the PCMH 2011 PCMH standards • Standard 6: Element B The practice obtains feedback from patients/families on their experiences with the practice and their care. • Surveys • Feedback from patients through qualitative means • Experience of Care surveys as a performance measure • Standard 6: Element C The practice uses an on-going quality improvement process to involve patients/families in quality improvement teams or on the practice’s advisory council. • Standard 6: Element E The practice shares performance data from Element A and Element B within the practice and outside the practice to patients or publicly across the practice or by clinician.
Patient Engagement: How a Patient Advisory Board Keeps the Patient in the Center of the PCMH Step 1 Define your purpose What role do you plan your board to play? Problem focused Disease or condition specific Patient driven agendas Quality Improvement We chose to form a long term Patient Advisory Board, allowing our patients to choose the agendas and projects.
Patient Engagement: How a Patient Advisory Board Keeps the Patient in the Center of the PCMH Step 2 Select Participants 1. Physician or staff nomination 2. Posters § § § QI team review of candidates Diverse, committed, able to contribute Formal letter of invitation and request for commitment
Patient Engagement: How a Patient Advisory Board Keeps the Patient in the Center of the PCMH Step 3 Preparation • Commit to a date and time § Staff availability § Minimal office disruption § Convenient location • Communicate § Email § Phone § Mail
Patient Engagement: How a Patient Advisory Board Keeps the Patient in the Center of the PCMH Step 4 Plan your agenda 1. Choose 2 or 3 topics. § Accessibility issues § Facility improvements § Process improvements § Patient driven 2. Specific questions or topics are more successful than general questions. 3. Communicate the topic to the board members prior to the meeting. 4. Encourage board members to suggest topics or concerns before the meeting.
Patient Engagement: How a Patient Advisory Board Keeps the Patient in the Center of the PCMH Agendas H 1 N 1 flu Sick waiting room Web site development Development of patient surveys • Improving accessibility • Portal Implementation • Clinical Visit Summaries • • • Check in or out procedures • File of Life • Referral Tips • Patient complaints • Phone system issues • Care Coordination • Marketing
Patient Engagement: How a Patient Advisory Board Keeps the Patient in the Center of the PCMH Step 5 Choose and Prepare the Facilitator § § § § Conducts the meeting to achieve the outcome desired Encourages participation and involvement Promotes discussion Helps set ground rules and keeps discussion on track Provides information needed to help make decisions Remains neutral Reviews and summarizes information
Patient Engagement: How a Patient Advisory Board Keeps the Patient in the Center of the PCMH The meeting Step 6 • Introductions • Ice Breaker • Announcements, ground rules § § § Restrooms, cell phones, confidentiality Agenda Questions Schedule next meeting Adjourn on time
Patient Engagement: How a Patient Advisory Board Keeps the Patient in the Center of the PCMH Step 7 Follow up 1. Send minutes to all participants 2. Send updates to board members with progress on projects 3. Keep the line of communication open
Patient Engagement: How a Patient Advisory Board Keeps the Patient in the Center of the PCMH Outcomes
Patient Engagement: How a Patient Advisory Board Keeps the Patient in the Center of the PCMH New Projects for 2012 -2013 What does care coordination mean to you? “Care coordination is a process. Proper care coordination is the product of good communication and cooperation between all parties involved in the progression from sickness to good health. From Patient to Doctor to staff to pharmacy to hospital to Insurance provider to ambulance to rehab facility etc. ” (B. M. 2012 PAB member)
Patient Engagement: How a Patient Advisory Board Keeps the Patient in the Center of the PCMH Care Coordination
Patient Engagement: How a Patient Advisory Board Keeps the Patient in the Center of the PCMH Sustainability • One year commitment • At one year members are invited to stay on another year • The 2010 Board had a slow start • 4 core members helped to keep the group going • Oct of 2011, 13 members with a waiting list • Oct of 2012, 6 returning members and 5 new members
Patient Engagement: How a Patient Advisory Board Keeps the Patient in the Center of the PCMH What works ü Nomination and personal invitation to join ü Specific time commitment ü 4 meetings per year ü Saturday morning ü E-mail communication ü Open, interesting agenda ü Keeping expectations realistic ü Keep the meeting interactive-let it go where it will
Patient Engagement: How a Patient Advisory Board Keeps the Patient in the Center of the PCMH What doesn’t work ü Poster invitations not as effective ü Overwhelming agendas ü Underwhelming agendas ü Too much “information” ü Requiring doctor attendance ü Expecting attendance without reminders ü Forgetting that the meeting is not about us
Patient Engagement: How a Patient Advisory Board Keeps the Patient in the Center of the PCMH Benefits to our practice § Our board leads us in directions we would not have gone § They help us to stay on track and make us accountable § Our board members become our advocates in the community § Improvement in patient satisfaction scores
Patient Engagement: How a Patient Advisory Board Keeps the Patient in the Center of the PCMH Thank you Donald F Brautigam, MD, FAAFP Jean Hanks, LPN contact us: jhanks@wfpweb. net
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