1. Patient Advisory Council
Asset Mapping
Purpose, Process, Findings, and Recommendations
Presentation to Westminster Medical Clinic Staff & Providers
April 25, 2018

2. PAC Introduction Members Mission Vision:
Trish Julian, Jack Gibbs, Marie Judish, Bill Sheehan, Jim Crockett, Larry Glassburn, Christian Pacas, Carol Caufield
Mission
We are a group of Westminster Medical Center (WMC) patients who advocate for the
WMC community to continuously improve the patient experience. We strive to
increase the health and wellbeing of each WMC patient
Vision:
We will build relationships within the WMC community to listen, learn, and seek
opportunities to promote personal, compassionate, patient centered care.

3. Community Asset Mapping: Purpose
Understand patient experience and perspective
Get input from staff about the patient experience
Get input from staff about the staff experience; staff wellbeing impact on patients
Staff engagement
Identify the assets and patient resources at the clinic and in the community
Avoid duplication of efforts; create bridges between silos
Make recommendations to improve patient-centered care

4. Community Asset Mapping: Process
Completed HIPAA training
Defined community boundaries and existing assets
Initiated reach outs to community partners
Interviewed WMC providers and staff
Deployed electronic patient survey
Analyzed data to provide feedback from patients, staff, and providers and PAC interest in volunteer programs for patient assistance

5. Findings: Community Interviews
Initiated Community interviews with the Westminster City (WC) Recreation Services Manager, Dept. of Parks and Rec. (P&R). We discussed all their adult and youth services and literature.
WC Analyst of Special Projects: She informed us of all special projects with a discussion on children/families that are homeless or living below the federal government poverty level in both Westminster and Arvada.
Tri-County Health Department (TCHD) Regional Health Connector. TCHD is composed of the Adams, Arapahoe, and Douglas Counties Health Departments. She provided us with a wealth of TCHD information.

6. Findings: Community Interviews
Physicians Health Partners Quality Improvement Coach. She discussed billing coding keys, patient care compacts, health literacy, etc…
Westminster Fire Emergency Medical Services (WFEMS). The EMS Chief, EMS Field Coordinator, to discuss developing a WC community/brochure for listing of all, non-Hospital, urgent walk care facilities for medical and mental health patients. The WC Med program which offers a WFEMS low cost ambulance program (LCAP) for WC families and individuals or other EMS with similar programs.

7. Findings: Community Interviews
Summary
Establish a priority list of key medical health, services and/or providers for future PAC interviews.
Continue PAC community advocacy to learn from and work cooperatively with the WMC community to bridge many of the medical, health, and patient/staff wellbeing silos into mutually beneficial cooperative relationships.
Create a WMC Community Relations Director develop, maintain, and update community asset resources. To manage a WMC volunteer community asset resources committee to mine for current and new Health, Patient, Staff, and Human services information available.

8. Findings: Staff Interviews
17 in person interviews, 4 interviews by phone
WMC staff always strives to put patients first.
WMC patients appreciate the accredited medical center where: patients are treated like family; providers and staff have a pre-meeting prior to patient visit; patients given extra time if needed; provider and staff listen; referral coordination for specialists providers; and house calls.
WMC encourages patients education to take personal responsibility for their health and complete preventative testing.
WMC Staff has a culture of healing and team spirit. WMC has a number of Staff recognition events including Employee of the Quarter.
WMC concerned about Staff Stress, work/life balance. WMC providing a Staff quiet room to just breathe and use other techniques to reduce stress.

9. Findings: Patient Survey February/March 2018
Summary
Used Patient Portal and Healow
8 healthcare questions
114 responses: male 37%; female 63%
By age group: 60-69; (two highest response groups)
General healthcare system—High Concerns:
Costs
Hospitals
Medications/drugs
Unknown costs (out of pocket and deductibles)
Specialists
Quality of care

10. Findings: Patient Survey
WMC Care Provided to Patients
Great—83% of responses scored 9 out of 10; Well done WMC team!
General patient concerns:
Cost of care at WMC
Availability of services at WMC
Personal health concerns:
48% of respondents stated no illnesses/problems
High blood pressure/cholesterol (33%)
Depression and anxiety (18%)
Diabetes (12%)

11. Findings: Patient Survey
How WMC can Address Patient Concerns
Additional healthcare services (dermatological; mother/child; naturopathic)
Increased personal contact between patient and provider/staff during visits
More staff (further analysis required)
Written comments:
Majority were very positive about WMC
Negative comments generally related to:
Interpersonal communication and check-in issues
Appointments required for prescriptions

12. Our Community Asset Map
Patients Surrounded By Resources
Doctors
Patients
City & County Gov
Dispatch Health
Physicians Health Partners
Health Dept.
Rec Ctrs.
Schools
Chiropractor
PAs
Fire Dept.
Health Coach
Police
Admin Team
Behavioral Health
Nurse Pract.
Care Mgr./
Care Coord.
MAs

13. Themes/Trends Patient Experience Improvements
Patients: Cost; more services; more personal contact
Community: Transportation; financial support; educational services
Staff: Cross training; patient volunteers; quality time; external partnerships; staff wellbeing; treat patients like family
Access to Education/Advocacy
Patients: Portal usage; awareness; questions about cost of services
Community: Resources/services available
Staff: Patient responsibility; promote services; promote WMC operations
Communication
Patients: Relationships (trust); amount and quality of time; listening to patients
Community: Share resource information
Staff: Balance insurance with needs; quality time with patients; communication to specialists/referrals (Medical Neighborhood); huddles/coordination of care
Patient Experience Improvements
Patients: Cost, the need for more services, more contact with provider/staff
Community: Transportation, financial support, food/nutrition education services, substance abuse problems
Staff: Cross training, volunteer support, patient- led events/activities, time with patients, partnerships to provide additional services/resources, staff wellbeing/work-life balance/recognition, treat patients like family
Access to Education/Advocacy
Patients: WMC Portal usage, awareness of services/resources, questions about cost of services
Community: Resources/services available
Staff: Patient responsibility/action, promote the services, promote the behind the scenes operations (staff appreciation)
Communication
Patients: Interpersonal relationship (staff/provider – trust), time with provider, quality of time, improved listening to patients during visits
Community: Willingness to share about resources, volume of information
Staff: Balancing insurance mandates with the actual need, the importance of time (quality time) with patients, communication with specialists/referrals (Medical Neighborhood), morning huddles/coordinating care

14. PAC Initial Recommendations
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
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)
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
Patient Experience
Encourage Patient-led events
Recognition/Importance of staff wellbeing (Happy Staff = Happy Patients)
Staff performance evaluation on relationships with patients (surveys)
Volunteer greeter in lobby
Access to Education
Provide patients information about their diagnosis/treatment plan (handout)
Provide patients with more information about resources/services at WMC and in the community (brochure, website, slides in rooms/lobby)
Provide staff with information about resources/services in the community; continue to develop partnerships to avoid duplication of services
Educate patients on how to use the Portal (volunteers in lobby, training)
Communication
Continue huddles; time spent with patients
Continue to get feedback from patients (surveys)
Make a handout for patients with details about their medications, care team, important medical history that they can take with them for external appointments (Shared Care Plan)

15. Next Steps for WMC/PAC Continue work on process improvement
Continue listening
Continue advocating for patients
Prioritize recommendations, assist WMC in implementation
CONTINUE THE PAC!
Recruit next Cohorts (7 potentials already identified)!

16. THANK YOU!
The WMC Principals for your willingness/vision to start the PAC
The WMC staff for your willingness to share much valued input
All of the external sources of healthcare services for their much valued input
The WMC PAC journey is only beginning—the entire WMC community will greatly benefit from its on-going activities.