PAC Update and Year Review April 25, 2019

Introductions Back Row: Jim Crockett (co-chair), Marie Judish, Larry Glassburn, Jack Gibbs Front Row: Audrey Duman, Trish Julian, Mary Jones, Carol Caufield (co-chair)

Mission and Vision We are a group of patients who advocate for the WMC community to continuously improve the patient experience. We strive to increase the health and wellbeing for each WMC patient. We will build relationships within the WMC community to listen, learn, and seek opportunities to promote personal, compassionate, patient-centered care. “I think all of you are doing great! This is the best doctor’s office I have been to!”

PAC History PAC Initial Recommendations were: ➢Patient Experience We formed in the Fall of 2017. We met with WMC providers and staff, and key community contacts. We completed the initial patient online survey. PAC Initial Recommendations were: ➢Patient Experience ➢Encourage Patient-led events ➢Recognition of staff wellbeing (Happy Staff = Happy Patients) ➢Performance evaluations of relationships: staff/provider/patients ➢Volunteer greeter in lobby ➢Pharmacist on call for providers 9N

PAC Initial Recommendations, Continued ➢Access to Education ➢Provide patients with information about their diagnosis/treatment plan ➢Provide information about resources/services at WMC and in the community ➢Provide staff with same community-wide information ➢Develop partnerships to avoid duplication of services ➢Educate patients on how to use the Portal (volunteers in lobby, training)

PAC Initial Recommendations, Continued ➢Communication ➢Continue huddles; provide quality time with patients ➢Continue to get feedback from patients (surveys) ➢Make a handout for patients with details about their medications, care team, and important medical history (Shared Care Plan) ➢Designate WMC community representative “Love the new office setup.”

2017-2018 Accomplishments ➢Patient Experience ➢Asset mapping Patient drawing ➢Patient Experience ➢Asset mapping ➢Staff Interviews ➢Community Interviews ➢Electronic Patient Survey ➢Recognition of Staff (treats furnished) ➢PAC Organization Structure ➢Mission and Vision ➢Operating Structure

2018-2019 Accomplishments ➢Patient Experience ➢Volunteer Program Pilot - Ambassadors for Lobby ➢New 2019 Patient Survey completed during office visit or online - see next slide (Shared Decision Making) ➢PAC Organization Structure ➢Created co-chair and secretary positions ➢PAC membership at 8 minimum/12 maximum ➢2 members completed term; added 2 new members (8 total) ➢Current term ends 12/31/19 “Dr. McKeever and MA are awesome!! Thanks for your help!”

2018-2019 Accomplishments ➢Access to Education “I have been seeing Dr. Hammond for many years, and he has always been very professional, well-informed, and gives clear directions. ➢Access to Education ➢Educate patients on how to use the Patient Portal handout created and available in lobby ➢Medical ID Card ➢Communication ➢Winter Donation Drive ➢PAC Communication Center created with comment/suggestion box ➢PAC email created and trained on managing communication ➢PAC business cards

Current Projects - 2019 ➢Patient Experience ➢Access to Education ➢ AARP partnership development/resources ➢ Medical ID card use, next steps ➢Access to Education ➢ Health awareness of the month topic ➢Communication ➢ Expand the Communication Center - more resources, recruitment ➢ Spring PAC presentation to WMC “Everyone rocks! Front staff is great.”

Our Work Together - 2019 ➢Larry and Marie helped with the Winter Donation Drive ➢Co-chairs Jim and Carol participate in WMC Managers’ Meetings ➢Advanced Care Planning - input and feedback ➢Shared Care Plan - input and feedback ➢Jim and Trish attend CPC+ meetings ➢Larry and Carol attended Loneliness Conference at Anschutz ➢Audrey and Carol met with medical student

Our Work Together - 2019 Participated in the 2019-2021 business planning exercise (SWOT)

2019 Patient Survey (n=108 patients) ➢Patients rated Providers HIGHEST on - ➢“Getting the care I want and need from my provider” (108) ➢“Have my best interests in mind” (104) ➢“I am satisfied with how my Provider answer questions” (104) ➢Patients rated Providers LOWEST on - ➢“Gives me instructions about what to do to take care of my illness” (89) ➢“Knows what is important in my life” (90) ➢“Listens to my concerns” (91) “Great! I like you all and the remodel.”

PAC Recommendations for 2019-2020 ➢Recruit additional PAC members!!! ➢Restart Volunteer Program Pilot; expand into sustainable program; recruit additional volunteers for lobby as well as administrative volunteers ➢Support Staff more with inspiration and recognition ➢Add a question to the paperwork to ask patients if they want a Medical ID card; post ID card template on the website; create cards for all highest-risk patients ➢Add Community partnerships (AARP and other resources in community for patient support) ➢Consider finding new ways to “learn what is important in patients’ lives” ➢“Consider giving more time with patients to give more instructions after visits" ➢Continue to promote Patient Portal usage ➢Develop a bereavement program/share resources/support for patients

WMC Staff Feedback: What do you want to see from the PAC? BHP “late cancels” recently. Having PAC help educate patients about the cancel policy. Having something like a handout or slide for a reminder. Put together a gathering space in the lobby - re: support research about loneliness, goes along with volunteering program Patient-to-patient meetings: Explore outreaching to patients on - colonoscopies/mammograms, transportation, highest-risk patients Clubs - book club, cooking club, exchange of books at WMC (centered through WMC); puzzles in a corner “How do you make WMC the treatment/intervention itself for loneliness?” - make WMC the place for people to have social interaction How to incorporate youth, inviting to kids Sign-up from patients to help other patients. Ex. snow removal

Contact Information ➢How patients can get involved - help us spread the word ➢How you can get in touch with us - business cards @ communication center ➢How can YOU get involved - Invitation to attend our meetings! “I think all of you are doing great!”

Thank You Westminster Medical Clinic!