1. Creating a Culture of Consumer Engagement January 25, 2011

2. Overview ~History/Mission of the National Partnership ~Defining “Patient Centered Care” ~The Case for Patient-Centered Care and Consumer Engagement ~Priorities in Implementation

3. Definitions ~Institute of Medicine: –Care that is respectful of and responsive to individual patient preferences, needs and values, and ensuring that patient values guide all clinical decisions. ~Planetree –An approach to the planning, delivery and evaluation of care grounded in mutually beneficial partnerships among providers, patients and families. It redefines relationships in health care.

4. Definitions, ctd. ~Consumers & consumer orgs: 1.Whole person care 2.Coordination and communication 3.Patient support and empowerment 4.Ready access

5. Change the Paradigm: Debunk the Myths ~Myth #1: What patients say they want is nice and important but we don’t have time – what matters is clinical outcomes. ~Myth #2: Doctors/clinicians know what patients want. ~Myth #3: Patients always want everything. ~Myth #4: If we just build the system the right way, they will come.

6. Why Do It? ~Magic 8 Ball: All Signs Point to Yes….. –Affordable Care Act, new models of care, new payment approaches ~National Quality Strategy ~Center for Medicare & Medicaid Innovation ~ACOs

7. Business Case ~Evidence this works…* –Shorter length of stay –Lower cost per case –Better patient experience, HCAHPS scores –Improved community perceptions –Workforce retention –Better communication = fewer adverse events and malpractice claims, improved patient safety * Charmel P, Frampton S; Healthcare Financial Management March 2008

8. Creating the Culture ~Leadership - at the top, but also at every level. ~Top Strategies: –Expectation for collaboration with patients and families in every job description; –Visiting hours policies – none or flexible –Change of shift at the bedside WITH patients and families –Involve patients and families in rounds –Pt/Family involvement in every step of care transition –Pt/Family/Consumers on every hospital committee, council, etc. –Patient experience surveys used to improve

9. Resources ~Assessment tool from IFPCC and AHA: http://www.aha.org/aha/content/2002/pdf/assessment.pdf http://www.aha.org/aha/content/2002/pdf/assessment.pdf ~Assessment tool from Planetree: PCC Improvement Guide: http://www.planetree.org/Patient- Centered%20Care%20Improvement%20Guide%2010.10.08.pdf http://www.planetree.org/Patient- Centered%20Care%20Improvement%20Guide%2010.10.08.pdf ~New toolkit for AHRQ/AIR expected in 2011 –Guide to Patient and Family Engagement in Health Care Quality and Safety in the Hospital ~If You Build It, Will They Come? Bechtel C, Ness D. Health Affairs May 2010, 29:5.

10. In a phrase…. ~Consumer Engagement –Nothing about me without me –If you build it, will they come? –Not for them, with them

11. Christine Bechtel Vice President 202-986-2600 www.nationalpartnership.org