Patient and Family - Health Care Quality Summit
Patient and Family - Health Care Quality Summit
Patient and Family - Health Care Quality Summit
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Engaging <strong>Patient</strong>s <strong>and</strong> Families<br />
in QI <strong>and</strong> Lean Transformation<br />
at St. Boniface Hospital April 21, 2011
“I’ve learned that<br />
people will forget what you said,<br />
people will forget what you did,<br />
but people will never forget<br />
how you made them feel.”<br />
Maya Angelou
Goals<br />
•St.<br />
Boniface Hospital<br />
•Transformation<br />
•<strong>Patient</strong> <strong>and</strong> <strong>Family</strong> Engagement
St. Boniface Hospital
Transformation<br />
On the road to perfect care<br />
Every patient<br />
Every encounter<br />
Every day
What do <strong>Patient</strong>s Value
Transformation Goals<br />
‣Increase <strong>Patient</strong> Satisfaction<br />
‣Improve I <strong>Patient</strong> t Safety<br />
‣Increase<br />
Staff Engagement<br />
‣Financial Efficiency &<br />
Performance
Leadership<br />
<strong>Patient</strong> Visits<br />
How we listen<br />
<strong>Patient</strong> Relations<br />
Office<br />
Focus Groups<br />
<strong>Patient</strong><br />
Satisfaction<br />
Surveys
<strong>Patient</strong> <strong>and</strong> <strong>Family</strong><br />
Engagement<br />
•Rapid<br />
Improvement Events<br />
•Storytelling<br />
•Hospital<br />
Committees<br />
•<strong>Patient</strong> <strong>and</strong> <strong>Family</strong><br />
Advisory Council
<strong>Patient</strong> <strong>and</strong> <strong>Family</strong><br />
Advisory Council
<strong>Patient</strong> <strong>and</strong> <strong>Family</strong><br />
Advisory Council<br />
•Screening, S i interview<br />
i<br />
process<br />
•Terms of Reference<br />
•Nine members, 2 staff<br />
•Chair <strong>and</strong> Vice Chair<br />
•Monthly y 2.5 hour meetings
PFAC Involvement<br />
•<strong>Patient</strong>/family education<br />
tools<br />
•Wayfinding Signage<br />
•<strong>Patient</strong> Services Guidebook<br />
•New N space designs<br />
•Cdn <strong>Patient</strong> Safety Week
PFAC Involvement<br />
•Policies<br />
•Comfort for patient/family<br />
•Whiteboards in patient<br />
rooms<br />
•Critical Incident Process
Areas of Focus 2011-20122012<br />
•<strong>Patient</strong> <strong>and</strong> <strong>Family</strong><br />
Recruitment<br />
•Critical Incidents<br />
•Pain Assessment<br />
•Advanced d <strong>Care</strong> Planning<br />
•<strong>Patient</strong>s’ Bill of Rights
Our journey at St. B<br />
• 2011 Video
Naomi’s Perspective
Jan’s Perspective<br />
•My patient<br />
story
Progress to date<br />
•Positive feedback from &<br />
about patient advisors<br />
•85 stories collected<br />
•77 patients t / family members<br />
willing to participate p<br />
•15 patient reps in RIE
Challenges
Guiding Principles of <strong>Patient</strong><br />
<strong>and</strong> <strong>Family</strong> Engagement<br />
Executive Support<br />
Clear purpose<br />
Choosing g the right peoplep<br />
Recognition of commitment<br />
Sharing of stories<br />
Evaluation of experiences
Lessons Learned<br />
•Patience<br />
•Screening S i carefully<br />
•Terms of Reference<br />
–Decision making or advisory<br />
•Creative recruitment
Lessons Learned<br />
•Continue C story telling<br />
•Acknowledge staff concerns<br />
•Close the loop<br />
•Celebrate successes!
Jan Byrd jbyrd@sbgh.mb.ca<br />
Naomi Krasovec krasovec@mts.net
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