Patient Engagement: How a Patient Advisory Board Keeps the Patient in the Center of the Patient-Centered Medical Home Westfield Family Physicians, PC Westfield, NY December 2, 2011 Donald F Brautigam, MD, FAAFP Jean Hanks, LPN Ryan Burrows, CFO

Patient Engagement: How a Patient Advisory Board Keeps the Patient in the Center of the PCMH Acknowledgements Quality Improvement Team: Donald Brautigam, MD | Nan Bartkowiak, RN | Ryan Burrows | Marcia Samonia | Timothy Kitchen, MD | Timothy Gorman, MD Independent Health’s PCMH Pilot Project Our Board Members

Westfield Family Physicians, PC Patient Engagement: How a Patient Advisory Board Keeps the Patient in the Center of the PCMH Westfield Family Physicians, PC Established in 1979 as a solo practice in rural WNY by Dr. Brautigam 6 physicians, 4 non-physician providers, 12,000 patients IDCOP initiative (Idealized Design of Clinical Office Practices) 2002-2004 Team management approach Electronic Health Record in 2005 NCQA Recognized as a PCMH Level 3 in Fall 2010

Objectives Identify purpose of a Patient Advisory Board Patient Engagement: How a Patient Advisory Board Keeps the Patient in the Center of the PCMH Objectives Identify purpose of a Patient Advisory Board Explore means to recruit Advisory Board members Plan and facilitate an effective meeting Sustain a working, active board that will facilitate patient engagement, improve satisfaction, and help meet NCQA standards

Where are we from? New York State Westfield & Sherman Patient Engagement: How a Patient Advisory Board Keeps the Patient in the Center of the PCMH Where are we from? New York State Westfield & Sherman

Where are we from?

Patient engagement

Patient Engagement: How a Patient Advisory Board Keeps the Patient in the Center of the PCMH NCQA Recognition 2010 Received Level 3 Recognition in Fall of 2010 (2008 standards) PCMH 2011 goals Increase patient centeredness Increase the emphasis on patient feedback Improve patient self management skills

Facilitates transparency Patient Engagement: How a Patient Advisory Board Keeps the Patient in the Center of the PCMH Patient- Centered Medical Home Engages patients Improves Patient satisfaction Opens communication Improves provider satisfaction Facilitates transparency A Patient Advisory Board

Define your purpose Step 1 What role do you plan your board to play? Patient Engagement: How a Patient Advisory Board Keeps the Patient in the Center of the PCMH Define your purpose Step 1 What role do you plan your board to play? Problem focused Disease or condition specific Patient driven agendas We chose to form a long term Patient Advisory Board, allowing our patients to choose the agenda and projects that they were interested in.

Select Participants Step 2 1. Physician or staff nomination 2. Posters Patient Engagement: How a Patient Advisory Board Keeps the Patient in the Center of the PCMH Select Participants Step 2 1. Physician or staff nomination 2. Posters QI team review of candidates Formal letter of invitation and request for commitment

[ Board interviews video here ] Patient Engagement: How a Patient Advisory Board Keeps the Patient in the Center of the PCMH [ Board interviews video here ]

Preparation Step 3 Commit to a date and time Communicate Patient Engagement: How a Patient Advisory Board Keeps the Patient in the Center of the PCMH Preparation Step 3 Commit to a date and time Staff availability Minimal office disruption Convenient location Communicate Email Phone Mail

Plan your agenda Step 4 1. Choose 2 or 3 topics. Patient Engagement: How a Patient Advisory Board Keeps the Patient in the Center of the PCMH Plan your agenda Step 4 1. Choose 2 or 3 topics. Accessibility issues Facility improvements Process improvements Patient driven 2. Specific questions or topics are more successful than general questions. 3. Communicate the topic to the board members prior to the meeting. 4. Encourage board members to suggest topics or concerns before the meeting.

Plan your agenda Step 4 AGENDA H1N1 flu Sick waiting room Patient Engagement: How a Patient Advisory Board Keeps the Patient in the Center of the PCMH Plan your agenda Step 4 AGENDA H1N1 flu Sick waiting room Web site development Development of patient surveys Improving accessibility Portal Implementation Clinical Visit Summaries Check in or out procedures Education options Patient Advocacy Patient complaints Phone system issues Drug samples Marketing Dr b

[ Board interviews video here ] Patient Engagement: How a Patient Advisory Board Keeps the Patient in the Center of the PCMH [ Board interviews video here ]

Patient Engagement: How a Patient Advisory Board Keeps the Patient in the Center of the PCMH

Patient Engagement: How a Patient Advisory Board Keeps the Patient in the Center of the PCMH

Step 5 Choose and Prepare the Facilitator Patient Engagement: How a Patient Advisory Board Keeps the Patient in the Center of the PCMH Choose and Prepare the Facilitator Step 5 Conducts the meeting to achieve the outcome desired Encourages participation and involvement Promotes discussion Helps set ground rules and keeps discussion on track Provides information needed to help make decisions Remains neutral Reviews and summarizes information

The meeting Step 6 Introductions Ice Breaker Patient Engagement: How a Patient Advisory Board Keeps the Patient in the Center of the PCMH The meeting Step 6 Introductions Ice Breaker Announcements, ground rules Restrooms, cell phones, confidentiality Agenda Questions Schedule next meeting Adjourn on time

Follow up Step 7 1. Send minutes to all participants Patient Engagement: How a Patient Advisory Board Keeps the Patient in the Center of the PCMH Follow up Step 7 1. Send minutes to all participants 2. Send updates to board members with progress on projects 3. Keep the line of communication open

Sustainability One year commitment Patient Engagement: How a Patient Advisory Board Keeps the Patient in the Center of the PCMH Sustainability One year commitment At one year members were invited to stay on another year The 2010 Board had a slow start 4 core members helped to keep the group going Oct of 2011, 13 members with a waiting list

What works… Nomination and personal invitation to join Patient Engagement: How a Patient Advisory Board Keeps the Patient in the Center of the PCMH What works… Nomination and personal invitation to join Specific time commitment 4 meetings per year Saturday am E-mail communication Open agenda Keeping expectations realistic Keep the meeting interactive-let it go where it will Dr b

What doesn’t work… Poster invitations not as effective Patient Engagement: How a Patient Advisory Board Keeps the Patient in the Center of the PCMH What doesn’t work… Poster invitations not as effective Overwhelming agendas Underwhelming agendas Too much “information” Requiring doctor attendance Expecting attendance without reminders Forgetting that the meeting is not about us

Benefits to our practice Patient Engagement: How a Patient Advisory Board Keeps the Patient in the Center of the PCMH Benefits to our practice Our board leads us in directions we would not have gone They help us to stay on track and make us accountable Our board members become our advocates in the community

Some closing words from a board member Patient Engagement: How a Patient Advisory Board Keeps the Patient in the Center of the PCMH Some closing words from a board member

[ Board interviews video here ] Patient Engagement: How a Patient Advisory Board Keeps the Patient in the Center of the PCMH [ Board interviews video here ]

Thank you. Donald F Brautigam, MD, FAAFP Jean Hanks, LPN Patient Engagement: How a Patient Advisory Board Keeps the Patient in the Center of the PCMH Thank you. Donald F Brautigam, MD, FAAFP Jean Hanks, LPN Ryan Burrows, CFO www.wfpweb.net e-mail: jhanks@wfpweb.net