Understanding the Patient as the Patient and the Clinician


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Luncheon Keynote Address: Dr. Bradford Berk, CEO of University of Rochester Medical Center

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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 culture Patients and families are repeatedly telling us we need to do better in these areas: • Response to your concerns/complaints • Staff addressed your emotional needs • Staff included you in decisions regarding treatment • Nurses and Physicians kept you informed • Staff worked together to care for you • Time physician spent with youCommunication, 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