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Understanding the Patient as the Patient and the Clinician


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

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

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  • (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
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    • 1. DR. BRAD BERKCEOUniversity of RochesterMedical Center
    • 2. “Understanding the Patientas the Patient and Clinician” Bradford C. Berk, MD, PhD September 25, 2012 MedTech 2012 Annual Conference
    • 3. Back to work
    • 4. Thanksgiving 2009
    • 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. Mission StatementUsing Education, Science and Technology to Improve Health
    • 7. The healing power of touch Compassion – We need to show we care Attentiveness – We need to pay attention to show we care
    • 8. My personal experiences:• as a leader,• a care provider and• a patient
    • 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. Transforming a cultureCommunication, Compassion and Attentiveness are Critical
    • 11. URMC components of PFCC Safety Courage Patient and Family- Centered Care Quality Caring
    • 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. Building a PFCC CultureAreas of Focus:• Facility• Medical Advances• Information Technology• Delivery of Care• People
    • 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. 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. 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. 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. 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. PFCC across URMC delivery system Patient and Family Members URMC PFCC Steering CommitteeSMH Highland VNS Highlands Highlands at Brighton at Pittsford GCHAS
    • 20. Creating an ICARE CultureIntegrity - Compassion - Accountability - Respect - Excellence
    • 21. Patient Satisfaction on the Rise Strong Memorial Hospital
    • 22. Our Patients are Seeing a DifferencePercentile Rank – as compared to UHC Academic Medical Centers
    • 23. Scores Rising Across URMC Press Ganey Patient Satisfaction Scores Highland Hospital
    • 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. Organizational Workforce Commitment 25
    • 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. Thank You