DR. BRAD BERKCEOUniversity of RochesterMedical Center
“Understanding the Patientas the Patient and Clinician”      Bradford C. Berk, MD, PhD         September 25, 2012   MedTec...
Back to work
Thanksgiving 2009
I’ve learned what’s important• Treating patients and families with dignity and  respect• Showing compassion and attentiven...
Mission StatementUsing Education, Science and Technology to Improve Health
The healing power of touch Compassion – We need to show we care Attentiveness – We need to pay attention to  show we care
My personal experiences:• as a leader,• a care provider and• a patient
Patient and Family Centered Care (PFCC)A set of principles and valuesthat when implemented             successfullyimprove...
Transforming a cultureCommunication, Compassion and Attentiveness are Critical
URMC components of PFCC   Safety                 Courage            Patient and              Family-             Centered ...
Creating value enhances PFCC Create Value (Quality/Cost) by implementing          LEAN process improvement strategy Elim...
Building a PFCC CultureAreas of Focus:• Facility• Medical Advances• Information Technology• Delivery of Care• People
FacilityPFCC requires a comfortable supportive environment   private rooms with family    sleeping spaces   atmosphere t...
Information TechnologyeRecord will promote PFCC provides immediate and more thorough understanding provides improved com...
Transforming the way we Deliver Care   encourage patient/ family involvement   promote practices to improve patient/fami...
People are the most important part of PFCCTrain all medical staff and employees to be respectful  and offer compassion  • ...
Caring for the caregiversOur employees need to feel cared for                 to provide patient/family- centered careStaf...
PFCC across URMC delivery system         Patient and Family Members       URMC PFCC Steering CommitteeSMH   Highland    VN...
Creating an ICARE CultureIntegrity - Compassion - Accountability - Respect - Excellence
Patient Satisfaction on the Rise               Strong Memorial Hospital
Our Patients are Seeing a DifferencePercentile Rank – as compared to UHC Academic Medical Centers
Scores Rising Across URMC         Press Ganey Patient Satisfaction Scores                    Highland Hospital
Benefits of Higher Workforce   CommitmentMorehead defines Workforce Commitment as…•Demonstrating energy and enthusiasm for...
Organizational Workforce Commitment                                      25
“I’ve learned that people      will forget what you said,people will forget what you did,   but people will never forget  ...
Thank You
Upcoming SlideShare
Loading in...5
×

Understanding the Patient as the Patient and the Clinician

206
-1

Published on

Dr. Bradford Berk, CEO, University of Rochester Medical Center

Published in: Health & Medicine
0 Comments
0 Likes
Statistics
Notes
  • Be the first to comment

  • Be the first to like this

No Downloads
Views
Total Views
206
On Slideshare
0
From Embeds
0
Number of Embeds
0
Actions
Shares
0
Downloads
5
Comments
0
Likes
0
Embeds 0
No embeds

No notes for slide
  • (Taken from the Press Ganey Priority Index)
  • URMC Steering Committee charged to coordinate PFCC implementation throughout URMC Each facility has it’s own leadership team charged to oversee PFCC implementation - all leadership teams report up through URMC Steering Committee
  • Understanding the Patient as the Patient and the Clinician

    1. 1. DR. BRAD BERKCEOUniversity of RochesterMedical Center
    2. 2. “Understanding the Patientas the Patient and Clinician” Bradford C. Berk, MD, PhD September 25, 2012 MedTech 2012 Annual Conference
    3. 3. Back to work
    4. 4. Thanksgiving 2009
    5. 5. I’ve learned what’s important• Treating patients and families with dignity and respect• Showing compassion and attentiveness• Valuing the patient and family as an integral part of the health care team• Listening to our patients and their families
    6. 6. Mission StatementUsing Education, Science and Technology to Improve Health
    7. 7. The healing power of touch Compassion – We need to show we care Attentiveness – We need to pay attention to show we care
    8. 8. My personal experiences:• as a leader,• a care provider and• a patient
    9. 9. Patient and Family Centered Care (PFCC)A set of principles and valuesthat when implemented successfullyimprove quality, safety, and long-termoutcome. In addition, datashows improvement inpatient, family, care provider, and staff satisfaction.
    10. 10. Transforming a cultureCommunication, Compassion and Attentiveness are Critical
    11. 11. URMC components of PFCC Safety Courage Patient and Family- Centered Care Quality Caring
    12. 12. Creating value enhances PFCC Create Value (Quality/Cost) by implementing LEAN process improvement strategy Eliminate waste in our system without diminishing the patient experience • remove extra steps in patient flow • simplify operational processes • eradicate duplicate and unnecessary paperwork results in better patient and staff satisfaction Utilize LEAN approach to help create a patient and family-centered care culture
    13. 13. Building a PFCC CultureAreas of Focus:• Facility• Medical Advances• Information Technology• Delivery of Care• People
    14. 14. FacilityPFCC requires a comfortable supportive environment  private rooms with family sleeping spaces  atmosphere that promotes healing • Cancer Center Expansion • New Children’s Hospital • Upgrade of Current Facilities
    15. 15. Information TechnologyeRecord will promote PFCC provides immediate and more thorough understanding provides improved communication among providers can identify high-risk patients to ensure comprehensive care plan and enhanced communication can encourage attentiveness and compassion o i.e. electronic sticky notes can enhance patient and provider’s bond by reminding care providers to engage in topics most important to patient “I am very sorry to know that you recently lost a loved one” “I understand you are anxious to return home to care for your cat”
    16. 16. Transforming the way we Deliver Care encourage patient/ family involvement promote practices to improve patient/family and provider communication (i.e. rounding and shift change at the bedside) breakdown silos – enhance communication among providers and multidisciplinary care teams develop specialized Hospitalists to promote efficient, but compassionate care shift from episodic approach to care to full continuum of care advanced medical homes
    17. 17. People are the most important part of PFCCTrain all medical staff and employees to be respectful and offer compassion • How we communicate determines how effectively we convey compassion and attentiveness • We need to convey to our patients compassion and attentiveness by communicating about things that matter to them • The healing power of touch
    18. 18. Caring for the caregiversOur employees need to feel cared for to provide patient/family- centered careStaff need to be:  treated with respect  supported  empowered  recognized
    19. 19. PFCC across URMC delivery system Patient and Family Members URMC PFCC Steering CommitteeSMH Highland VNS Highlands Highlands at Brighton at Pittsford GCHAS
    20. 20. Creating an ICARE CultureIntegrity - Compassion - Accountability - Respect - Excellence
    21. 21. Patient Satisfaction on the Rise Strong Memorial Hospital
    22. 22. Our Patients are Seeing a DifferencePercentile Rank – as compared to UHC Academic Medical Centers
    23. 23. Scores Rising Across URMC Press Ganey Patient Satisfaction Scores Highland Hospital
    24. 24. Benefits of Higher Workforce CommitmentMorehead defines Workforce Commitment as…•Demonstrating energy and enthusiasm for one’s job•Loyalty to the organization – greater likelihood to stay employed•Pride in the organization and willingness to recommend the organization as aplace to work and to receive care•Greater overall satisfaction The Benefits are… • More satisfied patients • Improved productivity • Increased cultural commitment • Higher quality outcomes • Stronger financial performance 24 • More positive image in the community
    25. 25. Organizational Workforce Commitment 25
    26. 26. “I’ve learned that people will forget what you said,people will forget what you did, but people will never forget how you made them feel.” - Maya Angelou
    27. 27. Thank You
    1. A particular slide catching your eye?

      Clipping is a handy way to collect important slides you want to go back to later.

    ×