1. Consumer Engagement Strategies Jennifer Sweeney Director Consumer Engagement & Community Outreach ME Quality Counts Webinar August 28, 2012

2. About us 2  National Partnership for Women & Families National, non-profit, consumer organization with 40 years of experience working on issues important to women and families.

3.  We need to know what it is patients need and want Before we engage patients… 3

4. … The same things other stakeholders want:  Better care experiences  Better outcomes  Lower costs This is good news—a shared vision for health care transformation! Patients/Consumers Want …. 4

5. So How Do We Get There? 5  “Need to Shift Our Mind-Set”  All stakeholders  Dispel the Myths/Change the Culture  What patients say they want is nice and important but we don’t have time— what matters are clinical outcomes.  Patients always want everything—the latest drug, the newest test, the most expensive procedure.  Other stakeholders know what patients want.  If we just build the system the right way, they will come.

6.  Collaborative Consumer Engagement = Patient-Provider Partnership  CCE Four-Part Framework:  Point of care—shared decision-making  Governance—patient and family councils  Community—connecting with community resources  Policy—federal, state, etc. Collaborative Consumer Engagement As a Strategy for Improvement 6

7. What to Watch For… 7  System-Driven, Provider-Centric Care  Care is organized around the priorities of those who provide care and manage the system  Getting consumers to do what we want them to do  Without them  Consumer-Friendly/Patient-Focused Care  Other stakeholders still know best  Doing to and for patients, not with patients

8.  Georgia Health Sciences University (GHSU) patient-provider partnership outcomes:  Improved patient satisfaction scores.  Decreased staff vacancy rate from 8% to 0% in 3 years.  Decreased malpractice expenses from $2.5 million to $1.12 million—a 60% reduction.  Decreased average length of hospital stays for neurosurgery by 50%.  Decreased medication errors by 66% over 3 years, despite an increase in the number of discharges by 15%.  Dana-Farber Cancer Institute (DFCI) patient-provider partnership outcomes:  More than a decade free of fatal medication errors.  90% reduction in ambulatory medication list errors.  Blanchfield Army Community Hospital patient-provider partnership outcomes:  Improved patient satisfaction.  Improved staff and physician job satisfaction.  Achievement of prevention and screening goals.  Emory Healthcare Patient-provider partnership outcomes:  Reduction of “near misses” and errors.  Patient experience ratings climbed to the 90th percentile.  Vidant Health Patient-provider partnership outcomes:  Improved staff and physician satisfaction increased.  Decreased nurse turnover from 15% in 2008 to 5% in 2011.  Decreased hospital acquired infections (by half in the past two years).  Decreased serious safety events (73%since 2007). Evidence 8

9.  Engage patients/families in QI and redesign efforts  Involve patient/family advisors in “walking rounds” to assess care delivery from patient perspectives.  Develop/assess patient/family information, educational materials, websites/portals, decision-support tools.  Review patient experience survey data and other patient feedback and jointly develop interventions. CCE in Action 9

10. For more information 10 Contact: Jennifer Sweeney Director, Consumer Engagement & Community Outreachmer Engagement jsweeney@nationalpartnership.org 202-986-2600 Follow us: www.facebook.com/nationalpartnership www.twitter.com/npwf Find us: www.NationalPartnership.org