breakthroughs to elevate your pac’s effectiveness! pfcc ... · chairman of the board, southern...

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Person & Family Centered CareSouthern California Regional Patient Advisory Council

Breakthroughs To Elevate Your PAC’s Effectiveness!

PFCC Partners Annual Conference; September 2020

Kaiser Permanente Southern California Regional Patient Advisory Council (RPAC)

Susan Mahler, Mike Adamson, & Alice Rademacher, Patient Advisor Co-chairs

Kerry Litman, MD, KP Physician Co-chair, Regional Patient Advisory Council, SCPMG

Linda Fahey, RN, RNP, Co-chair, Director of Patient & Family Centered Care KFH

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21 Local and Regional Patient Advisory Councils with >150 Patient Advisors

Kaiser Permanente SoCal Patient Advisory Councils

Regional Council Started in

2012

22 Patients from 15 Medical

Centers, representing

4.7 Million Patients

Specialty Councils• Behavioral Health• Transplant• Bariatrics• Renal• Spanish Speaking• NICU Parents• Pediatrics

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Patient Advisors Active Participation

Meaningful Meetings

Feedback & Follow Up Survey

Executive Leadership Sponsorship

Assemble the Right Team

Pathway to Success: 5 Essential Elements

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Meaningful Meetings





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Who are Our Executive Sponsors?

Edward M. Ellison, MDExecutive Medical Director & Chairman of the Board,Southern California Permanente Medical Group

Julie Miller-PhippsPresidentSouthern California RegionKaiser Foundation Health Plan & Hospitals

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How do we partner with Our Executive Sponsors?

Annual Meetings with Our Executive SponsorsIn 2015 a Transformation occurred which is continuing…

o Patient Advisor Co-Chairs created a presentation for Executive Sponsors o Summarized PAC accomplishments, acknowledging where Executive Support

had an impacto Asked Executive Sponsors for Support in areas identified by our patients

as in need of improvement o Leaders were very impressed; they committed to working on many of the

proposed issues and invited the PAC Co-chairs to speak at our Board of Directors and other important leadership meetings.

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Why is Executive Sponsorship so important?

Sets the expectation that all leaders partner with and incorporate the Voice of the Patient in organizationalstrategic initiatives

Example: Executive sponsors asked our council to immediately focus on several COVID-related topics beginning in March 2020

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What Does Our Executive Sponsor Support Look Like2019-2020 Highlights

PFCC Physician Leads Join All Medical Center Patient

Advisory Councils

Amazing Partnerships with COVID-19 Leaders!

Peer Support Program in Development

First KPSC Person and Family Centered Care

Summit!

Chief Quality Officer for SCPMG Interview Panel

Hospital Quality & Performance Executive

Committee

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Rehabilitation Services Strategic PlanVictor Shen, Physical Medicine & Rehab DirectorP. Martin Yuson, Practice Specialist, Rehab Services

KP Caller ID and Returning Calls to a Specific KP Department

Providing Education and Equipment for Virtual Visits

Expand Knowledge, Utilization, and Confidence With KP.org

Clarify COVID-19 Communication About Testing Criteria and Availability as it Pertains to Different Counties

Peer Mentoring Program: Pilot One Disease Region Wide

Our 2020/2021 RPAC Requests

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Meaningful Meetings




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Membership of an Effective PAC

1. Patient Advisor Co-Chair(s)

2. Organizational Co-Chair(s)

(Administrative AND Physician Leaders)

3. Consultant/Project Manager

4. Administrative Assistant

Others to Consider

• Communications/Public Affairs

• Labor Liaison(s)

• Quality, Patient Safety, Care Experience Leader(s)

Note: Ratio of Patients to Non-Patients should not be < 3:1

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Assembling the PAC Leadership Team

Desired Traits of ALL Patient Advisory Council Leaders:

• Passionately dedicated to the power of “The Patient’s Voice”

• Committed and Dedicated (Can’t be ‘Voluntold’)

• Effective (Knowledgeable, Adequate time)

• Organized (Clearly defined roles, workflows, processes)

• Open to All Ideas (Diverse perspectives)

• Team Players!

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Physicians Added to the Team at all 13 KP SoCal Medical Center PACs!

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Meaningful MeetingsAssemble the

Right Team




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Select the right topics tied to:

• Strategic priorities

• What matters most to patients

Create impactful agendas with Patient Advisor Co-Chair collaboration

Conduct pre-meetings with Presenters

Conduct post meeting debrief with PAC Leadership Team

Meaningful MeetingsEffective RPAC meetings don’t happen by accident!

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Virtual Meeting Logistics:

• Select platform

• Assess advisor access, comfort with technology and competency

• Assist as needed

• Conduct pre-meeting practice and sound checks

How to have Effective Virtual Meetings:

• Set clear expectations

• Address distractions and mute all non speakers

• Identify Co-chair lead for each agenda item

• Use Round Robin & “Ditto”

• Establish clear process for comments and Q&A

In The Days of COVID: Meaningful Virtual Meetings

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>50 USEFUL IDEAS contributed by RPAC Advisors and categorized into 3 areas:(1) Areas in which KP is performing well(2) Areas of Patient Concern (3) Suggestions For Improvement

PlanIncorporate learnings into communications/workflows:

• Clarifying visitor policies• How to wear a mask properly • Communicate Express Check in/pre-payment options• Visible Evidence of Cleaning (EVS checklist)• Providing services in exam rooms such as lab draws and

medications.

COVID-19: Ambulatory Care Re-opening

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Meaningful Meetings





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19RPAC Advisors Partnering: KP Workgroups, Committees & Conferences

Regional Patient

Advisors

Care Experience

Home Health Caregiver Support

PharmacyWorkgroup

KP National Diabetes Team

ReadmissionsReductionWorkgroup

Flu Team

Urgent Care Redesign

Shared Agenda

Advance Directives

National PFCC Workgroups

AmbulatoryCare Experience Academy

SCAL Spread Advisory Group

PCORI

Sepsis Playbook Project

Nurse Communication Committee

Support Services Workgroup

ImprovingDiagnosticAccuracy

Improvement Advisor Training

KP TEDx

Home Health Care Experience Academy

Nursing Leadership Capstone Projects

Quiet at Night

Team STEPPS Good Catch Award

Palliative Care

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Patient Advisor/Member Request for Participation

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COVID-19 Communications

• E-mail KP SCAL Communications for all KP Members• Information for High Risk and Cancer Patients • Patients Recovering at Home and

Caregiver/Household Information• HealthCare Team Gratitude • Capturing the Voice of COVID Patients• Personalizing Virtual Visits

Patient Participation in the Days of COVID-19 Outside the PAC

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Meaningful Meetings





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Post Meetings

Effective feedback

Presenter survey

Follow up for impact

Measure PAC Effectiveness

Feedback and Follow Up

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Regional Patient Advisory Council Post Meeting Survey

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Q2: What was the most impactful idea that you heard at the meeting?

Extremely insightful. I felt like there was a lot of consideration, care and attention put into the feedback they shared.

COVID Experience – KP Innovation Team

The Council provides diverse, insightful, honest comments

which are very helpful for understanding the patient

perspective.

KP Research and Evaluation

It is integral to get member feedback on all KP products and services. The Council is a good way to get member feedback.

E-visits – KP Innovation Team

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Pathway to PAC Success: Why it makes a difference…

Patient Advisor Testimonials

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Meaningful Meetings




Susan Mahler


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Meaningful Meetings




Mike Adamson


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Meaningful Meetings




Alice Rademacher


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Another Executive Sponsorship Transformational Moment Board of Directors Meeting, August 2020

• “I hope you will come more frequently! It was good to see you on so many levels ….”

• “This couldn’t have happened at a better time! We were just having a discussion about the importance of listening to the patients’ voice; your work is perfect for that.”

• “There is no organization that is not bettered by meeting with the people they serve.”

• “I think we will consider having a patient as a permanent member of the Board of Directors!”

Kerry and Linda’s Testimonial

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Thank you!

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For additional questions or information

Contact information:

Linda Fahey, RN, NP, MSN, Regional Director, Patient and Family Centered [email protected]

Kerry Litman, MD, PFCC Physician Lead; Co-chair, Regional Patient Advisory [email protected]

Diana Palma, MHA, KP Consultant, Patient and Family Centered [email protected]

mailto:[email protected]



breakthroughs to elevate your pac’s effectiveness! pfcc ... · chairman of the board, southern...

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