6 tracy walsh - business as usual is no longer an option. patient centred care in a new era of...

8/13/2019 6 Tracy Walsh - Business as Usual is No Longer an Option. Patient Centred Care in a New Era of Healthcare

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Planetree 2013

Business As Usual is No Longer An Option

Patient-Centered Care In a New Era of

Health Care

KPJ Healthcare Conference and Exhibition 2013

Transforming Healthcare- Reaching New Heights

Tracy Walsh, LCSW

Patient Experience Advisor, Planetree


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There is nothing more powerful than an

idea whose time has come.

-Victor Hugo


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Planetree 2013

Business as usual is no longer an option

Pa

tient-

Centered

Care

Patient choiceGlobal health care

reform efforts

Levers of

Change

International

accreditation

standards

Publicreporting of

quality

outcomes

Nationalhealthcare

policies

Payment

reform

Medical

tourism


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Planetree 2013

A new era of health care requires a

cohesive approach centered on the patient.


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A global catalyst

500 + healthcare sites

From small critical access

hospitals to large academic

centers

From rural to urban

Servicing the entire

healthcare continuum
http://localhost/var/www/apps/conversion/tmp/scratch_1//upload.wikimedia.org/wikipedia/commons/b/b4/Flag_of_Turkey.svghttp://localhost/var/www/apps/conversion/tmp/scratch_1//upload.wikimedia.org/wikipedia/commons/6/66/Flag_of_Malaysia.svghttp://www.google.ie/url?sa=i&source=images&cd=&cad=rja&docid=RIFOaXJG6JaROM&tbnid=2if85MFjljdwlM:&ved=0CAgQjRwwAA&url=http://wwp.greenwichmeantime.com/time-zone/europe/european-union/belgium/flag/index.htm&ei=R_UrUb7UK5SLhQfEkIH4Dg&psig=AFQjCNHdcnQG6Ji7ELkyd0RtJsCpMujMNQ&ust=1361921735769619


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Planetree 2013 Planetree 2012

A growing evidence-base for the Planetree approach

Human Interactions

The business case for compassion

Empathy improves clinical outcomes

Access to Information

Shared decision making decreases costs

Family Involvement

Families in ICU decreases patient & family stress

Healing Environment

Post-hospital syndrome increases readmissions


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Business Case for Compassion


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Planetree 2013

Personalizing, Humanizing and

Demystifying Compassion


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Empathy + compassion = quality care

..health benefits were greater for diabetes patients (better cholesteroland blood-sugar scores) who were under the care of empathetic

doctors

Hojat et al inAcademic Medicine 2011

patients have better treatment adherence and suffer from fewer

major medical errors while under the care of empathetic doctors

Haslam in Medical Journal of Australia 2007

empathy in the therapeutic encounter resulted in faster recovery

times of flu patients

Rakel and Barrett et al in Patient Education and Counseling 2011


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Compassion as a business imperative

When it comes to decisions about where to receive care and the

selection of providers, evidence demonstrates that patient

experience is a significant differentiator that drives consumer

decisions. PWC Health Research Institute. Customer Experience in Healthcare: TheMoment of Truth. (July 2012); Grote KD. A better hospital experience. The McKinsey

Quarterly. (2007).

Staff attitudes and the quality of human interactions are

consistently identified as factors that dictate whether a healthcare

experience is positive or negative. PWC Health Research Institute. Customer

Experience in Healthcare: The Moment of Truth. (July 2012)

Patients perceptions of the quality of their relationships with

their physicians were strong predictors of whether a patient

would leave a physicians practice.

Safran et. al,Journal of Family Practice, 2011


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physicians who are able to understand and appropriately respond to

the emotional needs of their patients (act empathetically) are less likely

to be hit with malpractice lawsuits.

Virshup inAmerican Journal of Medical Quality1999
http://www.google.com/url?sa=i&rct=j&q=&esrc=s&frm=1&source=images&cd=&cad=rja&docid=bvgmv6se1mQ0PM&tbnid=ulHxDVVbOYMmhM:&ved=0CAUQjRw&url=http://www.mnn.com/health/fitness-well-being/stories/healthy-but-lonely-people-head-to-hospital-during-holidays&ei=jpoQUemDHqnJ0QGLnoHoBg&bvm=bv.41867550,d.dmQ&psig=AFQjCNEEaSVZxpfmSQkkI9tidxEHm-n6Cw&ust=1360129025186500


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And yet, in the United States today

21%of patients reported that a doctor, nurse or otherhealth professional did not treat them with dignity and

respect or did not listen to your concerns

Source: NPR / Robert Wood Johnson Foundation / Harvard School of Public Health: Sick in America Poll, March5-25, 2012.

53%of patients said the health care system generallyprovides compassionate care

58%of physicians said the same.Source: BA Lown, J Rosen, J Marttila. An agenda for Improving Compassionate Care. Health Affairs (2011).
http://www.google.com/url?sa=i&rct=j&q=&esrc=s&frm=1&source=images&cd=&cad=rja&docid=bvgmv6se1mQ0PM&tbnid=ulHxDVVbOYMmhM:&ved=0CAUQjRw&url=http://www.mnn.com/health/fitness-well-being/stories/healthy-but-lonely-people-head-to-hospital-during-holidays&ei=jpoQUemDHqnJ0QGLnoHoBg&bvm=bv.41867550,d.dmQ&psig=AFQjCNEEaSVZxpfmSQkkI9tidxEHm-n6Cw&ust=1360129025186500http://www.google.com/url?sa=i&rct=j&q=&esrc=s&frm=1&source=images&cd=&cad=rja&docid=bvgmv6se1mQ0PM&tbnid=ulHxDVVbOYMmhM:&ved=0CAUQjRw&url=http://www.mnn.com/health/fitness-well-being/stories/healthy-but-lonely-people-head-to-hospital-during-holidays&ei=jpoQUemDHqnJ0QGLnoHoBg&bvm=bv.41867550,d.dmQ&psig=AFQjCNEEaSVZxpfmSQkkI9tidxEHm-n6Cw&ust=1360129025186500http://www.google.com/url?sa=i&rct=j&q=&esrc=s&frm=1&source=images&cd=&cad=rja&docid=bvgmv6se1mQ0PM&tbnid=ulHxDVVbOYMmhM:&ved=0CAUQjRw&url=http://www.mnn.com/health/fitness-well-being/stories/healthy-but-lonely-people-head-to-hospital-during-holidays&ei=jpoQUemDHqnJ0QGLnoHoBg&bvm=bv.41867550,d.dmQ&psig=AFQjCNEEaSVZxpfmSQkkI9tidxEHm-n6Cw&ust=1360129025186500http://www.google.com/url?sa=i&rct=j&q=&esrc=s&frm=1&source=images&cd=&cad=rja&docid=bvgmv6se1mQ0PM&tbnid=ulHxDVVbOYMmhM:&ved=0CAUQjRw&url=http://www.mnn.com/health/fitness-well-being/stories/healthy-but-lonely-people-head-to-hospital-during-holidays&ei=jpoQUemDHqnJ0QGLnoHoBg&bvm=bv.41867550,d.dmQ&psig=AFQjCNEEaSVZxpfmSQkkI9tidxEHm-n6Cw&ust=1360129025186500http://www.google.com/url?sa=i&rct=j&q=&esrc=s&frm=1&source=images&cd=&cad=rja&docid=bvgmv6se1mQ0PM&tbnid=ulHxDVVbOYMmhM:&ved=0CAUQjRw&url=http://www.mnn.com/health/fitness-well-being/stories/healthy-but-lonely-people-head-to-hospital-during-holidays&ei=jpoQUemDHqnJ0QGLnoHoBg&bvm=bv.41867550,d.dmQ&psig=AFQjCNEEaSVZxpfmSQkkI9tidxEHm-n6Cw&ust=1360129025186500http://www.google.com/url?sa=i&rct=j&q=&esrc=s&frm=1&source=images&cd=&cad=rja&docid=bvgmv6se1mQ0PM&tbnid=ulHxDVVbOYMmhM:&ved=0CAUQjRw&url=http://www.mnn.com/health/fitness-well-being/stories/healthy-but-lonely-people-head-to-hospital-during-holidays&ei=jpoQUemDHqnJ0QGLnoHoBg&bvm=bv.41867550,d.dmQ&psig=AFQjCNEEaSVZxpfmSQkkI9tidxEHm-n6Cw&ust=1360129025186500http://www.google.com/url?sa=i&rct=j&q=&esrc=s&frm=1&source=images&cd=&cad=rja&docid=bvgmv6se1mQ0PM&tbnid=ulHxDVVbOYMmhM:&ved=0CAUQjRw&url=http://www.mnn.com/health/fitness-well-being/stories/healthy-but-lonely-people-head-to-hospital-during-holidays&ei=jpoQUemDHqnJ0QGLnoHoBg&bvm=bv.41867550,d.dmQ&psig=AFQjCNEEaSVZxpfmSQkkI9tidxEHm-n6Cw&ust=1360129025186500http://www.google.com/url?sa=i&rct=j&q=&esrc=s&frm=1&source=images&cd=&cad=rja&docid=bvgmv6se1mQ0PM&tbnid=ulHxDVVbOYMmhM:&ved=0CAUQjRw&url=http://www.mnn.com/health/fitness-well-being/stories/healthy-but-lonely-people-head-to-hospital-during-holidays&ei=jpoQUemDHqnJ0QGLnoHoBg&bvm=bv.41867550,d.dmQ&psig=AFQjCNEEaSVZxpfmSQkkI9tidxEHm-n6Cw&ust=1360129025186500http://www.google.com/url?sa=i&rct=j&q=&esrc=s&frm=1&source=images&cd=&cad=rja&docid=bvgmv6se1mQ0PM&tbnid=ulHxDVVbOYMmhM:&ved=0CAUQjRw&url=http://www.mnn.com/health/fitness-well-being/stories/healthy-but-lonely-people-head-to-hospital-during-holidays&ei=jpoQUemDHqnJ0QGLnoHoBg&bvm=bv.41867550,d.dmQ&psig=AFQjCNEEaSVZxpfmSQkkI9tidxEHm-n6Cw&ust=1360129025186500http://www.google.com/url?sa=i&rct=j&q=&esrc=s&frm=1&source=images&cd=&cad=rja&docid=bvgmv6se1mQ0PM&tbnid=ulHxDVVbOYMmhM:&ved=0CAUQjRw&url=http://www.mnn.com/health/fitness-well-being/stories/healthy-but-lonely-people-head-to-hospital-during-holidays&ei=jpoQUemDHqnJ0QGLnoHoBg&bvm=bv.41867550,d.dmQ&psig=AFQjCNEEaSVZxpfmSQkkI9tidxEHm-n6Cw&ust=1360129025186500http://www.google.com/url?sa=i&rct=j&q=&esrc=s&frm=1&source=images&cd=&cad=rja&docid=bvgmv6se1mQ0PM&tbnid=ulHxDVVbOYMmhM:&ved=0CAUQjRw&url=http://www.mnn.com/health/fitness-well-being/stories/healthy-but-lonely-people-head-to-hospital-during-holidays&ei=jpoQUemDHqnJ0QGLnoHoBg&bvm=bv.41867550,d.dmQ&psig=AFQjCNEEaSVZxpfmSQkkI9tidxEHm-n6Cw&ust=1360129025186500http://www.google.com/url?sa=i&rct=j&q=&esrc=s&frm=1&source=images&cd=&cad=rja&docid=bvgmv6se1mQ0PM&tbnid=ulHxDVVbOYMmhM:&ved=0CAUQjRw&url=http://www.mnn.com/health/fitness-well-being/stories/healthy-but-lonely-people-head-to-hospital-during-holidays&ei=jpoQUemDHqnJ0QGLnoHoBg&bvm=bv.41867550,d.dmQ&psig=AFQjCNEEaSVZxpfmSQkkI9tidxEHm-n6Cw&ust=1360129025186500http://www.google.com/url?sa=i&rct=j&q=&esrc=s&frm=1&source=images&cd=&cad=rja&docid=bvgmv6se1mQ0PM&tbnid=ulHxDVVbOYMmhM:&ved=0CAUQjRw&url=http://www.mnn.com/health/fitness-well-being/stories/healthy-but-lonely-people-head-to-hospital-during-holidays&ei=jpoQUemDHqnJ0QGLnoHoBg&bvm=bv.41867550,d.dmQ&psig=AFQjCNEEaSVZxpfmSQkkI9tidxEHm-n6Cw&ust=1360129025186500http://www.google.com/url?sa=i&rct=j&q=&esrc=s&frm=1&source=images&cd=&cad=rja&docid=bvgmv6se1mQ0PM&tbnid=ulHxDVVbOYMmhM:&ved=0CAUQjRw&url=http://www.mnn.com/health/fitness-well-being/stories/healthy-but-lonely-people-head-to-hospital-during-holidays&ei=jpoQUemDHqnJ0QGLnoHoBg&bvm=bv.41867550,d.dmQ&psig=AFQjCNEEaSVZxpfmSQkkI9tidxEHm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Planetree 2013


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Compassion Cultivation Training at Sharp Healthcare

System


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Stamford Hospitals Good Grief Program


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VA New Jersey Healthcare Systems Sleep Menu


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Planetree 2013


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Shared decision making lowers cost while


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Shared decision making lowers cost, while

improving quality of care

A 2013 study published in theFebruary issue of Health Affairs found:

providing shared decision making-based health coaching

for patients with conditions that frequently require major

treatment decisions reduces the overall costs of care,hospitalizations and surgeries significantly.

patients who received enhanced support had 5.3% lower

overall medical coststhan patients who received the usual

level of support.

patients receiving enhanced support had 12.5% fewer

hospital admissionsthan the usual support group, and

9.9% fewer preference-sensitive surgeries, including 20.9%

fewer preference-sensitive heart surgeries.
http://www.google.com/url?sa=i&rct=j&q=&esrc=s&frm=1&source=images&cd=&cad=rja&docid=J8AlpM8IUaqdxM&tbnid=WaZSoYwEzPRK9M:&ved=0CAUQjRw&url=http://www.healthaffairs.org/&ei=DiNmUcGdF4TH0gHy-4HoCA&psig=AFQjCNGewkwD-Eux_k4zKS8eiLt0K6_vWg&ust=1365734528551048http://www.google.com/url?sa=i&rct=j&q=&esrc=s&frm=1&source=images&cd=&cad=rja&docid=J8AlpM8IUaqdxM&tbnid=WaZSoYwEzPRK9M:&ved=0CAUQjRw&url=http://www.healthaffairs.org/&ei=DiNmUcGdF4TH0gHy-4HoCA&psig=AFQjCNGewkwD-Eux_k4zKS8eiLt0K6_vWg&ust=1365734528551048http://www.google.com/url?sa=i&rct=j&q=&esrc=s&frm=1&source=images&cd=&cad=rja&docid=J8AlpM8IUaqdxM&tbnid=WaZSoYwEzPRK9M:&ved=0CAUQjRw&url=http://www.healthaffairs.org/&ei=DiNmUcGdF4TH0gHy-4HoCA&psig=AFQjCNGewkwD-Eux_k4zKS8eiLt0K6_vWg&ust=1365734528551048http://www.google.com/url?sa=i&rct=j&q=&esrc=s&frm=1&source=images&cd=&cad=rja&docid=J8AlpM8IUaqdxM&tbnid=WaZSoYwEzPRK9M:&ved=0CAUQjRw&url=http://www.healthaffairs.org/&ei=DiNmUcGdF4TH0gHy-4HoCA&psig=AFQjCNGewkwD-Eux_k4zKS8eiLt0K6_vWg&ust=1365734528551048http://www.google.com/url?sa=i&rct=j&q=&esrc=s&frm=1&source=images&cd=&cad=rja&docid=J8AlpM8IUaqdxM&tbnid=WaZSoYwEzPRK9M:&ved=0CAUQjRw&url=http://www.healthaffairs.org/&ei=DiNmUcGdF4TH0gHy-4HoCA&psig=AFQjCNGewkwD-Eux_k4zKS8eiLt0K6_vWg&ust=1365734528551048http://www.google.com/url?sa=i&rct=j&q=&esrc=s&frm=1&source=images&cd=&cad=rja&docid=J8AlpM8IUaqdxM&tbnid=WaZSoYwEzPRK9M:&ved=0CAUQjRw&url=http://www.healthaffairs.org/&ei=DiNmUcGdF4TH0gHy-4HoCA&psig=AFQjCNGewkwD-Eux_k4zKS8eiLt0K6_vWg&ust=1365734528551048


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The impact of understanding patient preferences

Doctors believe 71% of patients with

breast cancer rate keeping their breast

as top priority. The figure reported by

patients is just 7%.

Once patients are informed about the

risks of sexual dysfunction after surgery

for benign prostate disease, 40% fewer

prefer surgery.

Only 41% of Medicare patients believe

that their treatment reflected their

preference for palliative care over more

aggressive interventions.

Lee CN, Hulsman CS, Sepucha K. Ann Plastic Surg2010;64:563-6

Wagner E, et al. Med Care1995;33:765-70

Covinsky KE, et al. J Am Geriatr Soc 2000;48:Suppl:S187-S193.

Preference Diagnosis:

An understanding of

how a patient values

the trade-offs ofpotential risks,

benefits and side

effects of various

options for treatment.

Mulley, A.G., Trimble, C. and Elwyn, G. Stop the

silent misdiagnosis: patients preferences matter.

BMJ, 2012, 345


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Patient partnership opportunities

Health Information Rounds

Bedside shift report

Patient Pathways

Shared Medical Records


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Family involvement in action

Emergency Department Take A BreakVolunteer Program


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Readmissions: The boomerang effect

Patients

(%)
http://www.google.com/url?sa=i&rct=j&q=&esrc=s&frm=1&source=images&cd=&cad=rja&docid=XH7Hz2aMkV9tYM&tbnid=EHZNAyo3upnM2M:&ved=0CAUQjRw&url=http://darrenlittle.com/boomerang-sponsoring/&ei=WyZmUYbjHcje0gG3m4HACg&psig=AFQjCNEXpfMeLiME91jo3uTgQ0sfC0ae5A&ust=1365735376546528


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Creating a healing environment by softening technology
http://www.google.com/url?sa=i&rct=j&q=&esrc=s&frm=1&source=images&cd=&cad=rja&docid=4LZb3H--0hQXwM&tbnid=9tkA9MGG1kfg7M:&ved=0CAUQjRw&url=http://kezi.wordpress.com/2010/06/17/the-plane-tree/&ei=w61uUfnpC4Tu2AWHx4DABw&bvm=bv.45368065,d.b2I&psig=AFQjCNEB92AAaxvJ8cKT5izUk5CpVxI4Rg&ust=1366294335064323


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Lessons from Planetrees

35 Years
http://www.google.com/url?sa=i&rct=j&q=&esrc=s&frm=1&source=images&cd=&cad=rja&docid=4LZb3H--0hQXwM&tbnid=9tkA9MGG1kfg7M:&ved=0CAUQjRw&url=http://kezi.wordpress.com/2010/06/17/the-plane-tree/&ei=w61uUfnpC4Tu2AWHx4DABw&bvm=bv.45368065,d.b2I&psig=AFQjCNEB92AAaxvJ8cKT5izUk5CpVxI4Rg&ust=1366294335064323http://www.google.com/url?sa=i&rct=j&q=&esrc=s&frm=1&source=images&cd=&cad=rja&docid=4LZb3H--0hQXwM&tbnid=9tkA9MGG1kfg7M:&ved=0CAUQjRw&url=http://kezi.wordpress.com/2010/06/17/the-plane-tree/&ei=w61uUfnpC4Tu2AWHx4DABw&bvm=bv.45368065,d.b2I&psig=AFQjCNEB92AAaxvJ8cKT5izUk5CpVxI4Rg&ust=1366294335064323http://www.google.com/url?sa=i&rct=j&q=&esrc=s&frm=1&source=images&cd=&cad=rja&docid=4LZb3H--0hQXwM&tbnid=9tkA9MGG1kfg7M:&ved=0CAUQjRw&url=http://kezi.wordpress.com/2010/06/17/the-plane-tree/&ei=w61uUfnpC4Tu2AWHx4DABw&bvm=bv.45368065,d.b2I&psig=AFQjCNEB92AAaxvJ8cKT5izUk5CpVxI4Rg&ust=1366294335064323http://www.google.com/url?sa=i&rct=j&q=&esrc=s&frm=1&source=images&cd=&cad=rja&docid=4LZb3H--0hQXwM&tbnid=9tkA9MGG1kfg7M:&ved=0CAUQjRw&url=http://kezi.wordpress.com/2010/06/17/the-plane-tree/&ei=w61uUfnpC4Tu2AWHx4DABw&bvm=bv.45368065,d.b2I&psig=AFQjCNEB92AAaxvJ8cKT5izUk5CpVxI4Rg&ust=1366294335064323http://www.google.com/url?sa=i&rct=j&q=&esrc=s&frm=1&source=images&cd=&cad=rja&docid=4LZb3H--0hQXwM&tbnid=9tkA9MGG1kfg7M:&ved=0CAUQjRw&url=http://kezi.wordpress.com/2010/06/17/the-plane-tree/&ei=w61uUfnpC4Tu2AWHx4DABw&bvm=bv.45368065,d.b2I&psig=AFQjCNEB92AAaxvJ8cKT5izUk5CpVxI4Rg&ust=1366294335064323


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Planetree 2013

Patients are partners, not outsiders


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Planetree 2013

The real experts on patient experience


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Planetree 2013

Staff is the most powerful lever for change

The patient experience and employee experience


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Planetree 2013

The patient experience and employee experience

are intertwined

Avgar, A., Givan, R. K. and Liu, M. (2011). Patient centered but employee

delivered: patient care innovation, turnover and organizational outcomes

in hospitals. Industrialand Labor Relations Review, 64 (3)

173 hospitals in the British National Health Service

Examine effects of patient-centered care

Patient-centered care is associated with lower

turnover intentions, which are positively related tothe quality of care (hospital error rates and

perceptions of care)

Effectiveness of patient-centered care is enhanced when

complemented by high involvement work practices

Creating a healthy workplace is essential to being


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Planetree 2013

Creating a healthy workplace is essential to being

patient-centered

Improving nurses working conditions may improve both nurses andpatients satisfaction as well as the quality of care

95,499 nurses

surveyed

Nurses who directly care for patients inhospitals and nursing homes have higher job

dissatisfaction and burnout versus nursesworking in other jobs or settings (eg, pharm.)

Patient satisfaction levels are lower inhospitals with more nurses who are

dissatisfied or burned out

Health Affairs; 2010: Nurses' Widespread Job Dissatisfaction, Burnout, and

Frustration With Health Benefits Signal Problems For Patient Care


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Planetree 2013

Inspiring caregivers creates workplaces of choice

Employee Satisfaction Employee Retention

A Planetree member since 2005


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Planetree 2013

Its about changing culture,not just changing practices


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Planetree 2013

Culture MUST change

I felt like I was

interrupting them

when I asked aquestion.
http://www.google.com/url?sa=i&rct=j&q=&esrc=s&frm=1&source=images&cd=&cad=rja&docid=bvgmv6se1mQ0PM&tbnid=ulHxDVVbOYMmhM:&ved=0CAUQjRw&url=http://www.mnn.com/health/fitness-well-being/stories/healthy-but-lonely-people-head-to-hospital-during-holidays&ei=jpoQUemDHqnJ0QGLnoHoBg&bvm=bv.41867550,d.dmQ&psig=AFQjCNEEaSVZxpfmSQkkI9tidxEHm-n6Cw&ust=1360129025186500http://www.google.com/url?sa=i&rct=j&q=&esrc=s&frm=1&source=images&cd=&cad=rja&docid=bvgmv6se1mQ0PM&tbnid=ulHxDVVbOYMmhM:&ved=0CAUQjRw&url=http://www.mnn.com/health/fitness-well-being/stories/healthy-but-lonely-people-head-to-hospital-during-holidays&ei=jpoQUemDHqnJ0QGLnoHoBg&bvm=bv.41867550,d.dmQ&psig=AFQjCNEEaSVZxpfmSQkkI9tidxEHm-n6Cw&ust=1360129025186500http://www.google.com/url?sa=i&rct=j&q=&esrc=s&frm=1&source=images&cd=&cad=rja&docid=bvgmv6se1mQ0PM&tbnid=ulHxDVVbOYMmhM:&ved=0CAUQjRw&url=http://www.mnn.com/health/fitness-well-being/stories/healthy-but-lonely-people-head-to-hospital-during-holidays&ei=jpoQUemDHqnJ0QGLnoHoBg&bvm=bv.41867550,d.dmQ&psig=AFQjCNEEaSVZxpfmSQkkI9tidxEHm-n6Cw&ust=1360129025186500http://www.google.com/url?sa=i&rct=j&q=&esrc=s&frm=1&source=images&cd=&cad=rja&docid=bvgmv6se1mQ0PM&tbnid=ulHxDVVbOYMmhM:&ved=0CAUQjRw&url=http://www.mnn.com/health/fitness-well-being/stories/healthy-but-lonely-people-head-to-hospital-during-holidays&ei=jpoQUemDHqnJ0QGLnoHoBg&bvm=bv.41867550,d.dmQ&psig=AFQjCNEEaSVZxpfmSQkkI9tidxEHm-n6Cw&ust=1360129025186500http://www.google.com/url?sa=i&rct=j&q=&esrc=s&frm=1&source=images&cd=&cad=rja&docid=bvgmv6se1mQ0PM&tbnid=ulHxDVVbOYMmhM:&ved=0CAUQjRw&url=http://www.mnn.com/health/fitness-well-being/stories/healthy-but-lonely-people-head-to-hospital-during-holidays&ei=jpoQUemDHqnJ0QGLnoHoBg&bvm=bv.41867550,d.dmQ&psig=AFQjCNEEaSVZxpfmSQkkI9tidxEHm-n6Cw&ust=1360129025186500http://www.google.com/url?sa=i&rct=j&q=&esrc=s&frm=1&source=images&cd=&cad=rja&docid=bvgmv6se1mQ0PM&tbnid=ulHxDVVbOYMmhM:&ved=0CAUQjRw&url=http://www.mnn.com/health/fitness-well-being/stories/healthy-but-lonely-people-head-to-hospital-during-holidays&ei=jpoQUemDHqnJ0QGLnoHoBg&bvm=bv.41867550,d.dmQ&psig=AFQjCNEEaSVZxpfmSQkkI9tidxEHm-n6Cw&ust=1360129025186500


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Planetree 2013

Its not what we do, but how we do it, treating patients

with dignity and respect.

-Jane Cummings, Chief Nursing Officer for England

Lessons Learned


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Planetree 2013

1) Patients are partners, not outsiders

2) Staff is the most powerful lever for change

3) Mindsets need to shift from setting-centered to person-centered

4) Desire is not enough. A structured pathway enables good intentions

to become sustained change

5) Its about changing culture, not just changing practices

Lessons Learned


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Planetree 2013

Reflections on the journey.

What leaders need to know.


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Planetree 2013

It is harder to change the culture of a

health care organization than it is to

build a new facility.


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Planetree 2013

Must Haves for Building a Positive Culture

A commitment to staff education &

training.

Systems and practices consistent withorganizational values and that promote

fairness, pride, mutual respect and

camaraderie.

Honest and frequent communicationto

staff.

Planetree implementation drives high quality, high


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Planetree implementation drives high quality, high

value care

Shorter Lengths of Stay1

Lower Cost per Case1

Higher Overall Patient Satisfaction1

Revenue generated through implementation exceed costs ofimplementation2

PC Lean = $400,000 annual projected savings3

1 Stone S. (2008). ARetrospective Evaluation of the Impact of the Planetree Person Centered Model of Care Programon In Person Quality Outcomes.Health Environments Research and Design Journal, 1(4):55-69

2 Coulmont M, Roy C & Dumas L. (2013). Does the Planetree Patient-Centered Approach to Care Pay Off?: A Cost-

Benefit Analysis.The health care manager, 32(1), 87-95.

3 Frampton SB, Charmel PA, Guastello S. (Forthcoming: Sept. 2013) The Putting Patients First Field Guide: Global

Lessons in Designing and Implementing Patient-Centered Care. San Francisco, CA: Jossey Bass..

Planetree implementation drives measurable


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CMS Core Measures

Comparison of U.S. Planetree Designated Hospital Average and CMS National Average

Reporting time period: 10/01/2011 - 09/30/2012 (Q411Q312)

Data Source: The Commonwealth Fund, www.whynotthebest.org

97.85%

98.16%

96.02%95.85%

97.67%

98.19%

99.21%

97.21% 97.15%

97.63%

95.00%

96.00%

97.00%

98.00%

99.00%

100.00%

Overall Recommended Care Overall Heart Attack Care Overall Heart Failure Care Overall Pneumonia Care Overall Surgical Care

CMS National Average Designated Patient-Centered Hospital Average

Planetree implementation drives measurable

improvement in quality outcomes: Clinical Quality

What patients want is


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p

not rocket science, which

is really unfortunate

because if it were rocketscience, we would be

doing it. We are great at

rocket science. We love

rocket science. What

were not good at are the

things that are so simple

and basic that weoverlook them.

Laura Gilpin


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Planetree 2013

Patient-centered care is not

an isolated aim. It is a unifying one.


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Planetree 2013

1) Business as usual is no longer an option.

2) It is harder to change the culture of a health care organization thanit is to build a new facility.

3) Patients are our indispensable partners in this effort.

4) Staff is the most powerful lever for change.

5) Patient-centered care is not an isolated aim. It is a unifying one.

In summary


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6 tracy walsh - business as usual is no longer an option. patient centred care in a new era of...

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