Patient Centered Care Saudi Arabia April 04, 2012 Hugh MacLeod

A Transformation Autobiography in Five Chapters Chapter 1 I walk down the street There is a hole in the sidewalk I fall in I am lost..I am helpless. Its isn’t my fault. It takes forever to find a way out. Chapter 2 I walk down the same street There is a deep hole in the sidewalk. I pretend I don’t see it. I fall in again. I can’t believe I am in this same place. But it isn’t my fault. It still takes a long time to get out. Adapted from a Poem by P. Nelson Chapter 3 I walk down the same street. There is a deep hole in the sidewalk. I see it is there. I fall in, it’s a habit..but my Eyes are open. I know where I am. It is my fault. I get out immediately. Chapter 4 I walk down the same street. There is a deep hole in the sidewalk. I walk around it. Chapter 5 The hole is filled with the talents in this room 2

Holes Created By 3 Difficulty recognizing errors Lack of information systems to identify errors Relationship of trust with providers (blame culture) Victims are nameless & faceless Fragmentation of care delivery hampers system thinking Other

Patient Centered Care – What Does It Mean? Respect for the patient’s values, preferences and expressed needs Coordination and integration of care Information, communication and education Physical comfort Emotional support Involvement of family and friends Transition and continuity Source NRC Picker 4

Patient Centered Care – The Fundamentals The notion of service We have a new customer : 36% of people want to see what other consumers say about medication and treatment 34% using social media 46% using on line health portals 67% using search engines million US consumers use social media to share their health experience 830 US Hospitals are using social networking channels totalling over just 3,000 social media sites.. source Telus Communications 5

Patient Centered Care Attributes That Promote PCC Recognition that healthcare is an integrated service Organization effectiveness with special focus on handoffs, communication and follow up Willingness to participate in non-hierarchical teams to ensure patient gets comprehensive and integrated care from most appropriate provider Trust in and encouragement of those patients who want to be actively engaged in the management of their own health Commitment to organize the system to provide timely care and adoption of tools and techniques that prioritise patient access over provider convenience Willingness to own the failure on any of the main PCC indicators and dimensions and vigorously pursue remedies Embrace of e-health and other technologies that expedite communication, flow and efficiency 6

Patient Centered Care Governance and Management Indicators that capture patient –centeredness accurately and comprehensively Education programs build PCC into the core of the curricula Explicit goals and targets Regular patient surveys to monitor evolution of PCC Organization changes that promote systems thinking, accountability, and team based care Investments in system re-engineering A culture that refuses to tolerate behaviours not in keeping with PCC 7

Culture Eats Strategy for Lunch Ego Integrity Teamwork Communications Attitude Commitment Readiness for change

Group Discussion  What is the hierarchy of values among professionals?  Does quality trump other professional values such as autonomy and group loyalty?  Do you view variations in practice as inherent dangers signs? 9