1. NORTH SHORE MEDICAL CENTER Patient/Family Advisory Council (PFAC) Successes, Challenges & the Future Health Care For All Webinar February 12, 2014 Martha Burgess Page, MSN, RN, CPHQ, Director of Patient Safety, Co-Chair, PFAC 1

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3. 3 NSMC serves an extended community 1.NSMC Salem Hospital 2.NSMC Union Hospital 3.Mass General for Children at NSMC 4.NSMC Magnetic Imaging 5.NSMC Heart Center 6.NSMC Women’s Center 7.Mass General/North Shore Center for Outpatient Care 8.Spaulding Hospital North Shore* Communities with one or more North Shore Physicians Group primary and specialty care practices * Member, Partners Continuing Care

4. 4 NSMC Services Many People, Many Communities  2 nd largest community hospital system in Massachusetts *  13 th largest overall hospital system in Massachusetts * FY 2013 Outpatient visits 207,893 Inpatients admitted to our hospital 19,835 Brand new patients (births) 1,359 Emergency room visits 89,298 Physicians on active staff 593 * Boston Business Journal ranking based on 2010 net patient service revenue

5. 5 We’re a Member of Partners HealthCare  A system of hospitals and caregivers that works together to provide better care to our patients.  Regionally and internationally-renown members » Brigham and Women’s Hospital* » Massachusetts General Hospital* » Spaulding Rehabilitation Hospital* » McLean Hospital* » Faulkner Hospital » Newton-Wellesley Hospital » North Shore Medical Center * Teaching hospital affiliated with Harvard Medical School founding members

6. 6 NSMC Offers the Following Specialized Services » Cancer Care » Cardiac Surgery » Interventional Cardiology » Neurosurgery » Thoracic Surgery » Pediatric Specialties » Reproductive Endocrinology NSMC’s clinical collaborations with Massachusetts General Hospital

7. PFAC Development: The NSMC Process  NSMC established a “Founders” Group in 2009  Goals included studying regulatory requirements and considering current culture to propose PFAC start-up  Information from other established PFAC’s was helpful in the formulation of a plan  Founder group charged with » Development of a mission statement, » Development of concrete ideas about new member recruitment » Defining a process for the selection of a community member co-chair  Full PFAC grew out of Founders Group 7

8. Current Membership – Helpful Variety Community Members Patient and/or family member experience + Work and volunteer experiences:  VP Wellogic  Tax Professional, H & R Block  Home Health Administrator, Brooksby Village  Nurse Educator  Director, Health Division Inspectional Services, City of Lynn  Director, The Phoenix School, Salem, MA  Director, Purchasing & Vendor Relations, Salem State University, Salem, MA Hospital Members Patient and/or family member experience + Current roles:  Director of Patient Safety  Director of Operational Improvement  VP of Performance Improvement & Patient Safety (PIPS), (PFAC Sponsor)  Risk Mngt Specialist, RELATE Trainer  Exec. Assistant, Strategy & Decision Support  Director of Pastoral Care  Director of Pharmacy  Manager of Patient Family Relations, HRO  Exec. Assistant, PIPS 8

9. NSMC PFAC Mission Statement: Core Components  Commitment to partnering with patients, families and community members to integrate their perspective into how we deliver care to our patients  Patients, families, community and staff members use the Council as an avenue for collaboration and to have input into the design, delivery and assessment of care  Support sharing and promote mutual understanding among patients, families and the community regarding the status and outcomes of safety programs at NSMC  The ultimate goal is safe and patient centered care that is culturally respectful at all times 9

10. Accomplishments  Co-chair from the community: » Joined NSMC Patient Safety Risk Management Committee (4/4/2013) » Participated in week long “3P Project for ED  Inpatient Care”, January 2014  “Safe Medication Disposal” pamphlet » Distribution in progress: active learning via “teachable moments” » First area of focus: High-risk populations  Provided information » “Engaging Patients & Families: Guidelines for Creating Focus Groups, Improvement Teams & Committees” – revised  Collaboration with North Shore Physicians Group PFAC » First joint meeting 12/10/2013 » Meet, Greet and a Future Together » Learned about plans to build new ED and medical-surgical pavilion 10

11. Accomplishments: Sounding Board (Examples)  Facilities re: Proactive Strategy for Handling Construction Impact (Central Utility Plant, Mac 6/Birthplace)  Case Management materials for Patients/Families  Data displays on inpatient units  ED to Inpatient Improvement Team re: options when transfer is delayed  Managers Advisory Group re: Davenport 4 Entrance  Partners Falls Risk Assessment & Intervention Project led by Patti Dykes, PhD, RN, Senior Nurse Scientist at BWH 11

12. Accomplishments: Our own web page!!! 12

13. Accomplishments: 13

14. Accomplishments: PFAC Education Includes  RELATE Training (Reassure, Explain, Listen, Answer, Take action, Express)  Meaningful Use  Patient Centered Home  Lucian Leape Forum & Gala  Patient Experience Standards & Patient Centered Work at NSMC  Partners Enterprise Clinical System  NSMC Culture of Excellence & Strategic goals  Healthcare For All Annual PFAC Convention 14

15. Participation in local & statewide conferences Health Care For AllBWH PFAC Symposium 15

16. Challenges – mainly relate to growing pains  Membership 50/50 and ideally > 50% members are from the community Diversity reflecting population served Action Items – –Focus Groups: if they can’t come to us, we’ll come to them »Local full service senior living community »Explore others, e.g. Community Health Centers –Presentation at Salem State University (1/2014) - Veterans –Publicize works of PFAC  Program management Work load is surpassing current organizational structure’s capacity Action items: –Explore options 16 PFAC reaches out

17. Work in Progress  Recognition Award  Focus Groups at a local full service retirement community – 2/6/14 » 1 st Focus Group was held on 2/6/2014 and was a huge success!  Membership enhancement  Finalizing 2014 Goals  Communication Plan  Potential areas of future focus: » Projects across NSMC continuum of care: Goals of care for end of life “Observation Status” 17

18. Thank you…….. Questions? Contact Martha Burgess Page, MSN, RN, CPHQ Director of Patient Safety & Co-Chair of NSMC PFAC 978-354-3011 or mbpage@partners.orgmbpage@partners.org 18