shall we dance? - safety net medical home · safety net medical home initiative. juliette...
TRANSCRIPT
Safety Net Medical Home Initiative
Juliette Schlucter
March 7, 2011
Shall We Dance?Patient and Family-Centered Partnerships to
Advance Safety, Quality and the Experience of Care
2Copyright 2006 Bridgekeeper Inc. All rights reserved
TextText
TextText
Text
C opyright 2011 B ridgekeeper, Inc .
3
Shared Expertise
A Cultural Shift Expectations of Families Expectations of HealthCare
Professionals Getting Comfortable with Uncertainty Honoring each other’s expertise
C opyright 2011 B ridgekeeper, Inc .
4
Core Concepts of Family-Centered Care
Family-centered care places emphasis on mutually beneficial partnerships between patients, families and healthcare professionals. It acknowledges that families, however they are defined, are essential to patients’ health and well-being and are allies for quality and safety within the health care system.
Respect and dignityCommunication and Information SharingParticipationCollaboration
4C opyright 2011 B ridgekeeper, Inc .
5
Creating A Blueprint for Action
The Patient Perspective The Staff Perspective
Understanding then
Bridging The Gap
C opyright 2011 B ridgekeeper, Inc .
6
Bridging The Gap
“Two words, information and communication are often used interchangeably, but they signify quite different things. Information is giving out; communication is getting through.”
Sidney Harris
6C opyright 2011 B ridgekeeper, Inc .
7
So, How Do We Get Through?
C opyright 2011 B ridgekeeper, Inc .
8
Strategies for Getting Through
Transforming a culture through collaboration. Incorporating patient/family and staff
perspectives in strategy, operational goals and implementation.
Getting all of the stakeholders in the room. Behavior based skills.
8C opyright 2011 B ridgekeeper, Inc .
9
Creating a Culture of Collaboration
Patients/Families on Staff Patient/Family Faculty Patient/Family and Youth Advisory
Councils Facility Design Sharing Best Practices Patient Safety and Quality A Culture of Transparency
C opyright 2011 B ridgekeeper, Inc .
10
Patient and Family-Centered Best Practices for Safety and Quality
Bedside Rounds With Patients and Families Family Presence during resuscitation Patient/Family engagement in decision
making and change of shift. Delivering care when a computer is between
the staff and patient or family. KIDS Communication Skills
10C opyright 2011 B ridgekeeper, Inc .
11
What Does it Mean to Partner?
C opyright 2011 B ridgekeeper, Inc .
1212
13
It is time to ask some tough questions of our patients, our families and our staff: I feel supported by staff to speak up if I believe something is
not going well. My gut instincts about my or my loved one’s illness were
listened to, validated and responded to by my health care team.
I understood the safety risks in my care and how I can work with my team to prevent them.
My healthcare team explained the risks and benefits of my treatment in ways I could understand and make decisions.
P atient and F amily-C entered C ollaboration is not the s ame as C us tomer S ervice
13C opyright 2011 B ridgekeeper, Inc .
14
Patient and Family-Centered Care is About Good Stewardship
Juliette Schlucter
15
Direc tional C ards
C opyright 2011 B ridgekeeper, Inc .
16
C ultural E ffec tivenes s
C opyright 2011 B ridgekeeper, Inc .
17
Critical Success Factors
Enlist support from the top Tie programs to vision and core values Tie collaboration to performance appraisal Look for champions Stay true to the culture of your institution.
C opyright 2011 B ridgekeeper, Inc .
18
Changing A Culture
Name it Build Awareness Share Successes Provide Resources Measure Educate Empower Prepare the Next
Generation
C opyright 2011 B ridgekeeper, Inc .