Creating a Culture of Consumer Engagement

January 25, 2011

Overview

~ History/Mission of the National Partnership

~ Defining “Patient Centered Care”

~ The Case for Patient-Centered Care and Consumer Engagement

~ Priorities in Implementation

Definitions

~Institute of Medicine:– Care that is respectful of and

responsive to individual patient preferences, needs and values, and ensuring that patient values guide all clinical decisions.

~Planetree– An approach to the planning, delivery

and evaluation of care grounded in mutually beneficial partnerships among providers, patients and families. It redefines relationships in health care.

Definitions, ctd.

~ Consumers & consumer orgs:1. Whole person care2. Coordination and communication3. Patient support and empowerment4. Ready access

Change the Paradigm:Debunk the Myths

~Myth #1: What patients say they want is nice and important but we don’t have time – what matters is clinical outcomes.

~Myth #2: Doctors/clinicians know what patients want.

~Myth #3: Patients always want everything.

~Myth #4: If we just build the system the right way, they will come.

Why Do It?

~Magic 8 Ball: All Signs Point to Yes…..– Affordable Care Act, new models of

care, new payment approaches

~National Quality Strategy~Center for Medicare & Medicaid

Innovation~ACOs

Business Case

~Evidence this works…*– Shorter length of stay– Lower cost per case– Better patient experience, HCAHPS

scores– Improved community perceptions– Workforce retention – Better communication = fewer

adverse events and malpractice claims, improved patient safety

*Charmel P, Frampton S; Healthcare Financial Management March 2008

Creating the Culture

~Leadership - at the top, but also at every level.

~Top Strategies:– Expectation for collaboration with patients

and families in every job description;– Visiting hours policies – none or flexible– Change of shift at the bedside WITH patients

and families– Involve patients and families in rounds– Pt/Family involvement in every step of care

transition– Pt/Family/Consumers on every hospital

committee, council, etc.– Patient experience surveys used to improve

Resources

~Assessment tool from IFPCC and AHA: http://www.aha.org/aha/content/2002/pdf/assessment.pdf

~Assessment tool from Planetree: PCC Improvement Guide: http://www.planetree.org/Patient-Centered%20Care%20Improvement%20Guide%2010.10.08.pdf

~New toolkit for AHRQ/AIR expected in 2011

– Guide to Patient and Family Engagement in Health Care Quality and Safety in the Hospital

~ If You Build It, Will They Come? Bechtel C, Ness D. Health Affairs May 2010, 29:5.

In a phrase….

~Consumer Engagement– Nothing about me without me– If you build it, will they come? – Not for them, with them

Christine BechtelVice President202-986-2600

www.nationalpartnership.org