Mts final
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Map the System presentation for kinder care
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Mts final
- 1. Trust Me, I’m the PATIENT From a sick care model to a holistic healthcare model: A focus on Alberta Maya Pajevic, Map the System YYC Showcase, April 23rd, 2019
- 2. 2
- 3. Is that patients are not seen as people. Rather, they are seen as a disease, a diagnosis, a body part. That their viewpoint and voice doesn’t make them a true partner in their healthcare team. 3 The Problem
- 4. 4 Symptoms of the Problem 2 Misdiagnoses 4 Longer wait times & hospital stays 1 Poor Health Outcomes 3 Mental Health Issues 5 Patient feels alone in the system 6 Death
- 5. 5 Key StakeHolders at Play PATIENT + FAMILY Greatest Impacted, least valued PATIENT ADVISORS Primary POWER ADMIN LEADERS PHYSICIANS NURSES & OTHER HC PROVIDERS PROVINCIAL GOVERNMENT Informal Influence
- 6. Canada’s Healthcare System Structured: A Breakdown with a focus on Alberta 6 Federal Minister of HealthCanada Federal Government AHS BOARD PATIENT FAMILY/ FRIENDS SUPPORT SERVICES (EDUCATION) LOCAL PATIENT ADVISORS PROVINCIAL PATIENT ADVISORS PHYSICIAN NURSE OTHER PROVIDERS LEGEND PROVINCIAL MINISTER OF HEALTH HOSPITAL/ CLINIC ALBERTA HEALTH SERVICES (AHS) Communication Money Delay Sometimes
- 7. Gaps 7
- 8. 8What’s Holding the System in Place? EVENT WHY? PATTERN WHY (STRUCTURE) WHO’S IN PLAY? SEEN AS A DISEASE PATIENT FEELS POWERLESS & SMALL RECURRING BEHAVIOUR COMMON THEME NO COMMUNICATION DELAYED COMMUNICATION BEST PRACTICES NO TIME PROVINCIAL GOVERNMENT SENIOR/EXECUTIVE LEADERS POLICYMAKERS “DR KNOWS BEST” CLINICAL KNOWLEDGE > LIVED EXPERIENCE 8
- 9. 9 9 SOLUTION LANDSCAPE Organization wide strategy called Patient First Created the Engagement & Patient Experience department Involving & Engaging over 900 Patient Advisors Social movements, initiatives & events ConnectCare; provinces single electronic medical records from over 1,300 to 1 (EMR)
- 13. 13 Why Health Systems are Still Struggling
- 14. Levers of Change 14 My Voice Matters Mine as well
- 15. What are YOU going to do? 15 Call to Action
- 16. 16 “ People will forget what you said. People will forget what you did. But people will never forget how you made them feel” Maya Angelou
- 17. Thank You! 17
Editor's Notes
- Healthcare is a very intersting industry in that systems don’t have a metric, a measurement to track how well they are doing in terms of the patient experience.. Whereas other industries, such as grocerry stores, industry and serves all value the experience of their customers because they know if they value customers as guests than their brand value increases Quick slide
- Talk about a few key points 1 per area
- Talk about Be more clear on what is AHS- Not cnds largest healthcare system by # but way its structured
- Alberta has pockets of excellence and one of them is the Alberta Childrens hospital A magical space where dr talked to one another- knew people by theie name and what they liked and what they didnt and not simply Change map picture
- Talk about NZ healthcare system
- Despite valiant attemps, health systems such as AHS are still struggling to find that balance of both providing exceptional patient experience while also 1st class clinical care In the case of AHS, Patient First seems, on a superficial level like a great idea, but deep down its doesnt have a mechanism to track how its impacted and challenged the culture. The solutions brought forrward by Ahs and fellow health systems alike are great on a superficial level, but ultimately don’t get to the problem addressed above. They are bandaid solutions great for short term sucess not designed for long term vision Change image -
- Patient advisors rediscovering and redefining the role of what it meanss to be a patient advisor; not happy with the status quo of committes and working groups- instead using their platform virtually and physically to make a difference Patints that are refusing to leave, statnding up and saying that they have a valu no n compliant or troublesome, vocal shouldt be seen as a negative, it should be highlighted and encourged
- I recently read a book about new power by Jeremy Heimans and Henery Timms. And a comparsion between old and new power resonated with me. Where old power is top down, a currency, closed and held by a few. Whereas, new power is peer driven, a current, open and made by many. From my own rearach and own self reflection , im come to learn that in order to shift from our mindsets, it's not individuals that will change. Its a collective effort that takes all us to recognize that healthcare is not owned by the top. Its owned by all of us and we all play a role in changing it. Whether its that nurse that stands up and says enough is enough, patients that speak up and question the syatus quo saying no to providers and maybe even firing them. Its that clinician that uses their platform to create a different way of working to trat people, not disease. It takes a bit of nudging the system. So I ask you; what are you going to do? Because we will all be impacted by the healthcare system
- b/c If we want a healthcare system that is relistant, agile, adaptable, accountable and sustainable now and in the future - Then we need both the emotional soft skills as well as the clinical knowledge to make it happen Maya Angelou’s quote (read) of encompasses what patient experience is all about Its about having t the heart and the head together