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Consumer Engagement Strategies Jennifer Sweeney Director Consumer Engagement & Community Outreach ME Quality Counts Webinar August 28, 2012
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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.
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We need to know what it is patients need and want Before we engage patients… 3
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… 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
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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.
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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
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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
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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
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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
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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
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