1. 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

2. 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

3. 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)
Team management approach
Electronic Health Record in 2005
NCQA Recognized as a PCMH Level 3 in Fall 2010

4. 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

5. 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

6. Where are we from?

7. Patient engagement

8. 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

9. 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

10. 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.

11. 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

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

13. 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
Phone
Mail

14. 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.

15. 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

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

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

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

19. 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

20. 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

21. 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

22. 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

23. 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
communication
Open agenda
Keeping expectations realistic
Keep the meeting interactive-let it go where it will
Dr b

24. 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

25. 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

26. 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

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

28. 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