1. Authors: Salena Wright-Brown, APN, MNSc. Debe Wright, MSN Ed., RN

2. OBJECTIVES  1. Define patient centered care and identify common concepts  2. Discuss how leadership impacts patient centered care  3. Identify key factors and Veterans Health Care System of the Ozarks’ process toward patient centered care

3. BUILDING AN ORGANIZATION BASED ON PATIENT CENTERED CARE

4. The Evidence Establishing the Framework-4 Dimensions Disease and illness experience Whole person- biopsychosocial perspective Sharing power and responsibility Therapeutic alliance

5. The Evidence Patient Outcomes Patient Outcomes at 26 Months in the Patient- Centered Medical Home National Demonstration Project. Joen, C., Ferrer, R., Miller, W., Palmer, R., Wood, R., Davila, M., Stewart, E., Crabtree, B., Nutting, P., & Stange, K. (2010). Annals of Family Medicine. 2010 Vol 8.

6. The Evidence Patient Perceptions Measuring Patients Perceptions of Patient- Centered Care: A systematic Review of Tools. Hudon, C., Fortin, M., Haggerty, J., Lambert, M., Poitras, M., (2011). Annals of Family Medicine.

7. The Evidence Trends Trends in Quality During Medical Home Transformation Solberg, L., Asche, S., Fontaine, P., Flottemesch, T., Anderson, L. Annals of Family Medicine.

8. The Evidence Trends Patient as Center of Health Care Universe: A closer look. Murphy, J. Nursing Economics, 2011, Vol 29, No. 1.

9. Patient Centered Care What is it?

10. Patient Centered Care Simplified What patient wants What patient needs What patient prefers for their healthcare

11. Common Concepts in Patient Centered Care  Involvement of family and friends in care  Importance of education and shared knowledge  Collaboration and management by team  Sensitivity to nonmedical and spiritual needs  Respect for preferences and needs of patients  Open communication

12. KEY FACTORS IN ACHIEVING PATIENT CENTERED CARE…  Role of leadership  Strategic vision  Role of staff  Measurement  Quality of the environment  Supportive technology

13. PUTTING THE PATIENT FIRST  Committed and engaged leaders to help transform organization  Culture created by leadership  Leaders as “change managers”  Environment of :  Mutual respect  Responsibility  Patient first  All staff involved

14. STRATEGIC VISION  Clearly delineated  Communicated to all staff  Clear mission statement  Simple, concise

15. Honor America’s Veterans by providing exceptional health care that improves their health and well-being.

16. STAFF OUR MOST VALUABLE RESOURCE!

17. MEASUREMENT  Patient surveys  Complaints  Post discharge phone calls  All feedback

18. QUALITY OF ENVIRONMENT  Is facility welcoming?  Patient more important than technology  Patient partnering in care  Patient as individual  Caregivers responsive to patient  Acknowledge physical environment

19. SUPPORTIVE TECHNOLOGY  Computer charting  BCMA (Bar Code Medication Administration)  Facebook, Twitter  myHealtheVet  Telehealth  Health Buddy

21. EES IT National Training & Education Office (NTEO) 21

22. Access Records on myHealtheVet

23. IN CLOSING  LEADERSHIP IS THE KEY TO PROVIDING PATIENT CENTERED CARE

24. REFERENCES  Hughes, RG (ed.).(March, 2008). Patient safety and quality: An evidence- based handbook for nurses. (Prepared with support from the Robert Wood Johnson Foundation). AHRQ Publication No. 08-0043. Rockville, MD: Agency for Healthcare Research and Quality.  Ponte, P., et. Al. The Power of Professional Nursing Practice-An Essential Element of Patients and Family Centered Care. Online Journal of Issues in Nursing. Accessed 2-9-12 at http://www.nursingworld. http://www.nursingWorld.org/MainMenu Categories/ANA Marketplace ANAPeriodicals/OJ.http://www.nursingworld http://www.nursingWorld.org/MainMenu  Shaller, D., (October 2007). Patient Centered Care: What does it take? Commonwealth Fund pub. No. 1067.