Patient Engagement: Begins with Patient- and Family- Centered Care

Bernard Roberson, MSM, BA, HSCAdministrative Director Patient and Family Centered Care

Georgia Regents Medical CenterAugusta, Georgia

Principles of Patient- and Family- Centered Care

Dignity and Respect- To listen to and honor all patient and family ideas and choices and to use patient and family knowledge, values, beliefs and cultural backgrounds to improve care planning and delivery.

Information Sharing- To communicate and share complete and unbiased information with patients and families in useful ways and empowering so they can take part in the care giving and decision making.

Participation- To encourage and support patients and families to participate in ways that enhance their control and independence.

Collaboration- To invite patients and families members to work together with health care staff to ensure the development and evaluation our policies, programs, education and delivery of care.

Traditional Model Patient- and Family-Centered Model Deficits → Strengths Control → Collaboration Expert Model → Partnership Model Restrict Info → Information Sharing (-) Support → (+) Support Rigidity → Flexibility Dependence → Empowerment

Patient- and Family-Centered Care Philosophy and Practice

Respect and Dignity

Attributes from patients include: Privacy – Knock before you enter Control – Ask my permission before touching meChoice – Ask me when I would like to have my

mealsHumor – Making me smile to take my mind off

thingsMatter-of-factness – Give it to me straight I Matter – Make me feel as though I am a part of

your family

Respect and Dignity

Information Sharing

Orientation at Admission Bedside Change of Shift Sharing of Medical Information Discharge Planning

Information Sharing

Participation

Involving family at Bedside Participation in Plan of Care during stay Training Family at Bedside Discharge Planning

Participation

Collaboration Inviting patients and families to become

advisors Asking patients to partner on facility upgrades Inviting to patients and families to participate in

potential employee interviews Assist with improving patient Satisfaction

Collaboration

Partner With Patients and Families…

…at the Institutional Level

…at the Program Level

…at the Care Level

at the Institutional Level…

Example: Create Best Practices from Patient Perspective

In Medication Error Prevention Create Behavioral Standards for the healthcare

system workforce

Nursing Practice focused change after Health Partners Dialogue

Open medication at the bedside

ID’s checked (armband plus patient confirmation)

Patient told name of medication and indication

If patient or family questions, double check

Review medication each time given with patient and answer questions

at the Program Level…Example:

Multiple Sclerosis Clinic

Doctors / Administrators “Let’s cure MS” “Get a genetics researcher”

Patients “We want independence” “We can’t use bathrooms in the clinic” “No one calls us back” “We need support”

at the Program Level… Use a collaborative process of staff, physicians,

and patients to establish goals and priorities for Quality Improvement

Example:Emergency Services Visioning Retreat

Vision for Emergency Care(Draft Statement)

Caring, Warm, Safe, Welcoming Environment Positive Relationships Even When in Difficult Situations Clear Communication that Supports Family Involvement Transparency Throughout the Process Collaborate with Patients, Family and Community to promote

Appropriate Use Best Science and Humanism Important for Trainees

“To partner with patients and families using a multidisciplinary approach to provide compassionate world class emergency treatment in a teaching environment utilizing the best available resources.”

PFCC In Action: Partnering with FamiliesCharles Wilbur, RN, Emergency Medicine

“…it showed all of us the power of the dry erase board as a two-way communication tool and as a vehicle to

engage a family member or the patient.”

at the Care Level…

Patient Engagement

Incorporating the “Four Principles of Patient- and Family- Centered Care” into your practice, begins

the process of Patient Engagement.

And

You will realize that it cost you nothing and saves time over time to get started!!!!