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Enhancing the patient experience



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  • 1. Enhancing the Patient Experience by Regina Holliday
  • 2. Johnny Strikes or Giant Strides?
  • 3. Which play center is open?
  • 4. Playing in a Closed Data Loop
  • 5. Who taught you how to be a patient?
  • 6. The writing on the wall: Art, balance and the IEP
  • 7. Patient Reported Data is very important.
  • 8. Even a child can understand and appreciate health Information.
  • 9. When the abuse becomes too bad call this number.
  • 10. Fred would meet Regina on a stage in a scenic painting class at Oklahoma State University. We would talk of Stephen King’s Dark Tower. We would fall in love.
  • 11. You know it is true love when you sell your comic book collection to pay for the wedding.
  • 12. Fred and I married, worked and played together for many years. Fred continued his schooling and worked as video store clerk. In 2005, Fred would get a PhD in film studies and would write his dissertation About “Buffy the Vampire Slayer.” In 1998, Freddie III joined the family game followed by the littlest player Isaac in 2006.
  • 13. I would paint neighborhood murals. I would also teach art at a local preschool. I would work in a toy store.
  • 14. The Holliday Family Christmas 2007
  • 15. Everything we ever wanted… Resolutions January 2008: 1. Get Medical Insurance for the whole family 2. Get little Freddie into a special needs school 3. Fred gets a job in his field 4. Spend more time together as a family 5. Get a two bedroom apartment Freddie’s IEP Binder
  • 16. Fred was happy with his new job. But he was very tired, He went to the doctor and was diagnosed with hypertension.
  • 17. During the months of January, February and March of 2009, Status Lines…
  • 18. On Friday March 13th, We went to the ER because Fred was in so much pain . We waited three hours before being sent home.
  • 19. Fred was hospitalized on March 25th 2009 for the administration of tests. On March 27th, he was told while alone that he had “tumors and growths.” He was scared and confused and did not understand. His oncologist left town for the next four days to a medical conference and was not reachable by phone or email.
  • 20. What was the diagnosis? What were the treatment options? Would he get a pain consult?
  • 21. Systems Error: More than a bad doctor
  • 22. This is my husband’s medical record. I was told it would cost 73 Cents per page And we would have to wait 21 days to get a copy.
  • 23. “She must not have tried very hard to get the record….” Comparing access to an unpublished book by Stephen King to accessing the Electronic Medical Record while hospitalized.
  • 24. “Go After Them, Regina.” April 18, 2009
  • 25. After waiting for 5 days for a transfer to another hospital for a second opinion, We were sent with an out of date and incomplete medical record and transfer summary. The new staff spent 6hours trying to cobble together a current medical record Using a telephone and a fax machine.
  • 26. This is the vital clinical information from Fred’s electronic medical record. Presented in the style of the Nutrition Facts Label. Then painted on the wall of Pumpernickel’s Deli in Washington, DC.
  • 27. I am trying to talk with Christine Kraft and epatient Dave. Within one day were in email contact and then spoke on the phone. By ten o’clock May 4th 2009, I was talking on the phone with Dave’s Oncologist about my husband’s cancer. Why did we get more help and answers from Social Media than from our local hospital ?
  • 28. Going to Hospice.
  • 29. We fulfilled our final resolution on June 11th 2009. We moved into a two bedroom apartment so I could care for Fred in home hospice. He died six days later on June 17th, 2009
  • 30. The Art Center is open: Writing on the Wall
  • 31. Painting Advocacy meets Social Media
  • 32. This is the painting 73 cents. This is the vital patient story, the social history , the sacred heart of Fred’s ELECTRONIC MEDICAL RECORD.
  • 33. On Tuesday, October 20th 2009 we dedicated the mural, “Where do we go from here?”
  • 34. Art as an action: May 17, 2010
  • 35. …in front of a hospital
  • 36. How would you define Meaningful Use?
  • 37. There may be delays on our way to patient data access., but we will prevail.
  • 38. Inside of every EMR there is a patient story, And sometimes it is told by Betty of Bellin Health.
  • 39. As any preschool child can tell you, You do not eat off the toilet.
  • 40. 2 year study at Primary care settings of Beth Israel Deaconess Medical Center, Geisinger and Harborview 90% patients responded they understood what they had read & were not bothered by it. 1-2% were concerned/offended by the contents of the notes 87% of those patients enrolled in this study did check the notes. Doctors said the study either only added a modest increase in work or that it was negligible. 80% Patients claimed greater adherence to medication protocols due to access to the notes.
  • 41. Prototype Consumer Reporting System for Patient Safety, When the abuse becomes too bad call this number.
  • 42. What happens to user experience when designers like Michael Graves design wheelchairs?
  • 43. Do you know about Engage with Grace? Alex Drane created this after losing a family member.
  • 44. Why can’t we ask Hallmark to make hospice cards? Would that help us talk about end of life?
  • 45. Be the change you wish to see.
  • 46. The Walking Gallery
  • 47. Freddie grows beyond peering through a door crack to walking in a Gallery.
  • 48. David Lee Scher, MD All over the world, patients Are demanding their data. They are demanding access to the data from their doctors, from their hospitals, and from the devices inside of their bodies.
  • 49. Jerry Matczak Shares the story of his brother’s life and death upon his back.
  • 50. Isaac grows up. He joins the gallery as an artist. His jacket is named “Feelings.” In this year’s jacket he focused on diabetes care.
  • 51. The more stickers that are out there the more important it seems. The more important it seems, the more people want to know what it is. The more they ask they ask each other. It gains real power from perceived power. -Shepard Fairey
  • 52. Standing out and looking different, Can be uncomfortable or frightening. But is often needed for advocacy. You can take a negative and turn it into a POSITVE. ~ @ReginaHolliday