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Engagement, Empowerment, Enhancement:
Graphic: Flip the Clinic
The Role of
Consumers
in Health Care
and Advocacy
Your team for today’s discussion:
S. Whitney Bowman-Zatzkin, MPA, MSR
Director, Flip the Clinic
whitney@fliptheclinic.org ...
Paving the Road for Patient and
Family Engagement
Thomas Workman, Ph.D.
Kristin L. Carman, Ph.D.
American Institutes for R...
#
Kristin L. Carman,
Pam Dardess,
Maureen Maurer,
Shoshanna Sofaer,
Karen Adams,
Christine Bechtel and
Jennifer Sweeney (2...
8 change strategies
5
Using the roadmap
• Catalyze efforts –
5 Simple Actions
• Organize current
work, identify
opportunities for
pushing furthe...
Community and partnership
• Download and share the roadmap
www.patientfamilyengagement.org
#PFEroadmap
• Make a commitment...
Let us know how we can help
Kristin L. Carman, PhD
Vice President, Health and Social Development Program
American Institut...
Strategies and Tactics
for Achieving
Meaningful Consumer
Engagement in Health
Care
Claire D. Brindis, Dr. PH., Dana Hughes...
ACA & Consumer Engagement
• ACA & patient-centered care
– Hospital Consumer Assessment of Healthcare
Providers and Systems...
11
CAMPAIGN FOR
BETTER CARE
Community
Catalyst
PICO
National Partnership for
Women & Families
12
Atlantic Philanthropies’ Campaign
for Better Care
Ultimate goal:
Better quality care, better patient experiences with
c...
A Multidimensional Framework for
Patient and Family Engagement in Health and Health Care
Levels of
Engagement Consultation...
A Multidimensional Framework for
Patient and Family Engagement in Health & Health Care
Levels of
Engagement Consultation I...
15
Centers for Medicare and Medicaid Services
State Demonstrations
to Integrate Care for
Dual Eligible Individuals
Primary...
Community Catalyst
16
• Work to build a nationwide network of local &
state health advocacy organizations &
coalitions
• S...
National Partnership
for Women and Families
17
• Advocate at the federal level for policies & laws
that help women & famil...
PICO
18
• Utilize faith-based community organizing to
address problems & concerns within
congregations & communities based...
19
Slide Title. Arial Bold, 32pt
Approaches to
Consumer
Engagement
Community
Catalyst
National
Partnership
PICO
Consumers ...
20
Slide Title. Arial Bold, 32pt
Approaches to
Consumer Engagement
Community
Catalyst
National
Partnership
PICO
State-leve...
Tactics and Strategies Implemented
to Increase Consumer Engagement
21
22
Slide Title. Arial Bold, 32pt
Tactics
Community
Catalyst
National
Partnership
PICO
Federal advocacy
State advocacy
Tech...
Strategy/Tactic #1:
Educate, Engage & Influence
Federal & State Policy Makers to
Incorporate Consumers’ Needs &
Interests ...
Strategy/Tactic #2:
Actively Engage Consumers in
Decision Making & Ensure Their
Perspective is Heard
24
Strategy/Tactic #3:
Engage Health Plans & Providers to
Genuinely Involve Consumers in
Decision Making
25
Strategy/Tactic #4:
Engage With Other Organizations to
Act Collectively in Support of
Consumer Engagement
26
Lessons Learned
What matters:
• Flexibility
• Relationships
• Opportunities for collective learning
• Focus on both the sy...
Lessons Learned (continued)
Other Essential Ingredients:
• Provider/clinician investment and
commitment
• Consumer engagem...
Lessons Learned (continued)
Common challenges:
•Consumer health literacy
•Health care system’s complexity
•Fear of feasibi...
Implications & Future Questions
• For advocates:
– Does consumer engagement make a difference?
• For evaluators & research...
Leveraging
Engagement:
Policy Change
Amanda Otero
Health Care Organizer, TakeAction Minnesota
• Among the most comprehensive
public coverage
• Among the highest insured rate
(95%)
• Lowest premiums
• Highest deductib...
What Advocacy
Made Possible:
The 9 Lives of
Minnesota
Care
October 19, 2012, St. Paul Pioneer Press,
Front Page
• You want to plan around people’s priorities,
needs, preferences.
• You want to understand if/how your plan will
impact p...
Where can I find them?
• Patients
• Community organizations
• Advocacy organizations
• Everywhere!
Deep Dive
Graphic: Flip the Clinic
Key Points
IMAGE
• Be mindful of your gift to/for
others in healthcare
• Consumers and clinicians
should be flexible, crea...
Thank you!
Graphic: Flip the Clinic
S. Whitney Bowman-Zatzkin, MPA, MSR
Director, Flip the Clinic
whitney@fliptheclinic.or...
AcademyHealth Engagement, Empowerment, Enhancement: The Role of Consumers in Health Care and Advocacy
AcademyHealth Engagement, Empowerment, Enhancement: The Role of Consumers in Health Care and Advocacy
AcademyHealth Engagement, Empowerment, Enhancement: The Role of Consumers in Health Care and Advocacy
AcademyHealth Engagement, Empowerment, Enhancement: The Role of Consumers in Health Care and Advocacy
AcademyHealth Engagement, Empowerment, Enhancement: The Role of Consumers in Health Care and Advocacy
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AcademyHealth Engagement, Empowerment, Enhancement: The Role of Consumers in Health Care and Advocacy

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2:45pm-4:15pm
Engagement, Empowerment, Enhancement: The Role of Consumers in Health Care and Advocacy
Moderator: Whitney Bowman-Zatzkin, Flip the Clinic

Strategies and Tactics for Achieving Meaningful Consumer Engagement
Claire Brindis, Director, Institute for Health Policy Studies

Speakers:
Tom Workman, American Institutes for Research (AIR)
Amanda Otero, Health Care Organizer, TakeAction Minnesota

Published in: Healthcare
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AcademyHealth Engagement, Empowerment, Enhancement: The Role of Consumers in Health Care and Advocacy

  1. 1. Engagement, Empowerment, Enhancement: Graphic: Flip the Clinic The Role of Consumers in Health Care and Advocacy
  2. 2. Your team for today’s discussion: S. Whitney Bowman-Zatzkin, MPA, MSR Director, Flip the Clinic whitney@fliptheclinic.org | @MsWZ Thomas Workman, Ph.D. Principal Researcher, American Institutes for Research tworkman@air.org Claire Brindis, Dr.P.H. Director, Philip R. Lee Institute for Health Policy Studies Professor, Pediatrics and health Policy Director, Bixby Center for Global Reproductive health Executive Director, Adolescent and Young Adult Health, National Resource Center Claire.Brindis@ucsf.edu Amanda Otero Health Care Organizer, TakeAction Minnesota amanda@takeactionminnesota.org
  3. 3. Paving the Road for Patient and Family Engagement Thomas Workman, Ph.D. Kristin L. Carman, Ph.D. American Institutes for Research
  4. 4. # Kristin L. Carman, Pam Dardess, Maureen Maurer, Shoshanna Sofaer, Karen Adams, Christine Bechtel and Jennifer Sweeney (2013). Patient And Family Engagement: A Framework For Understanding The Elements And Developing Interventions And Policies. Health Affairs 32(2), 223- 231
  5. 5. 8 change strategies 5
  6. 6. Using the roadmap • Catalyze efforts – 5 Simple Actions • Organize current work, identify opportunities for pushing further • Unify efforts and identify opportunities for partnerships 6 The power of [the roadmap] will only be fully realized when everyone takes action. Only then will we realize the power of shared goals and partnerships. Only then will we discover the power of the patient at the center of healthcare.” - SUE COLLIER Clinical Content Development Lead American Hospital Association/Health Research Educational Trust
  7. 7. Community and partnership • Download and share the roadmap www.patientfamilyengagement.org #PFEroadmap • Make a commitment www.patientfamilyengagement.org/commitments • Share a resource www.patientfamilyengagement.org/resources 7
  8. 8. Let us know how we can help Kristin L. Carman, PhD Vice President, Health and Social Development Program American Institutes for Research 202-403-5090, kcarman@air.org Thomas Workman, Ph.D. Principal Researcher, American Institutes for Research 301-592-2215, tworkman@air.org Pam Dardess, MPH Principal Researcher, American Institutes for Research 919-918-2311, pdardess@air.org AIR’s Center for Patient & Consumer Engagement www.aircpce.org 8
  9. 9. Strategies and Tactics for Achieving Meaningful Consumer Engagement in Health Care Claire D. Brindis, Dr. PH., Dana Hughes, Dr.PH, Laura Schmidt, Ph.D., Laurie Jacobs, Ph.D., Caitlin Kennedy, Ph.D. Philip R. Lee Institute for Health Policy Studies, University of California, San Francisco June 13, 2015
  10. 10. ACA & Consumer Engagement • ACA & patient-centered care – Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) • ACA & consumer engagement in system redesign – CMS’ state demonstrations to integrate care for dual eligible patients – CMMI’s testing of new service & delivery models • Role of advocates in consumer engagement 10
  11. 11. 11 CAMPAIGN FOR BETTER CARE Community Catalyst PICO National Partnership for Women & Families
  12. 12. 12 Atlantic Philanthropies’ Campaign for Better Care Ultimate goal: Better quality care, better patient experiences with care and more affordable care for low-income older adults and other vulnerable populations Strategy 1: • Design and test models of consumer engagement in institutional decision-making which assure the inclusion of the perspectives of vulnerable populations and their families (and result in the ultimate goal) Strategy 2: • Identify methods to sustain this work over time
  13. 13. A Multidimensional Framework for Patient and Family Engagement in Health and Health Care Levels of Engagement Consultation Involvement Partnerships & Shared Leadership Direct Care Patients receive information Patients asked about treatment preferences Decisions based on patients’ preferences, medical evidence, & clinical judgment Organizations design & governance Organization surveys patients about care experiences Hospital involves patients as advisors or advisory council members Patients co-lead hospital safety & quality improvement committees Policy Making Policy agency’s focus groups ask patients about health care issues Patients’ research priorities used by public agency in funding decisions Patients equally represented on agency committee deciding how to allocate health program resources 13 Continuum of Engagement Carman KL, et al. S. Patient and Family Engagement: A Framework For Understanding The Elements And Developing Interventions and Policies. Health Affairs 32 (2013)
  14. 14. A Multidimensional Framework for Patient and Family Engagement in Health & Health Care Levels of Engagement Consultation Involvement Partnerships & Shared Leadership Direct Care Patients receive information Patients asked about treatment preferences Decisions based on patients’ preferences, medical evidence, & clinical judgment Organizations design & governance Organization surveys patients about care experiences Hospital involves patients as advisors or advisory council members Patients co-lead hospital safety & quality improvement committees Policy Making Policy agency’s focus groups ask patients about health care issues Patients’ research priorities used by public agency in funding decisions Patients equally represented on agency committee deciding how to allocate health program resources 14 Continuum of Engagement Carman KL, et al. S. Patient and Family Engagement: A Framework For Understanding The Elements And Developing Interventions and Policies. Health Affairs 32 (2013)
  15. 15. 15 Centers for Medicare and Medicaid Services State Demonstrations to Integrate Care for Dual Eligible Individuals Primary Care Transformation Initiatives to Speed Adoption of Best Practices Accountable Care Health Care Innovation Awards Comprehensive Primary Care Initiative Partnerships for Patients Pioneer ACOs Community Catalyst National Partnership for Women & Families Rutgers /PICO
  16. 16. Community Catalyst 16 • Work to build a nationwide network of local & state health advocacy organizations & coalitions • Share expertise via technical assistance Organizational Focus • Shape state policy development & implementation to incorporate consumers • Institutionalize consumer involvement in state policy & provider/health plan activities Primary Campaign for Better Care Goals • Support state advocates • Setting: Urban & rural communities & state capitols Campaign for Better Care Approaches
  17. 17. National Partnership for Women and Families 17 • Advocate at the federal level for policies & laws that help women & families • Support effective implementation at local & state levels Organizational Focus • Support implementation of consumer engagement provisions for hospitals, primary care practices, & ACOs Primary Campaign for Better Care Goals • Provide technical assistance/consultation to CMMI & providers • Setting: Localities where CMS demonstrations are taking place Campaign for Better Care Approaches
  18. 18. PICO 18 • Utilize faith-based community organizing to address problems & concerns within congregations & communities based on shared values Organizational Focus • Empower consumers at the local level to improve individual & community health/well- being • Achieve Medicaid savings for high utilizers & return savings to local communities Primary Campaign for Better Care Goals • Engage in community organizing among Hot Spotter patients & community members • Direct patient support as part of care management • Setting: Communities served by local participating PICO federations Campaign for Better Care Approaches
  19. 19. 19 Slide Title. Arial Bold, 32pt Approaches to Consumer Engagement Community Catalyst National Partnership PICO Consumers serve on decision-making bodies Creation of formal mechanisms for obtaining consumer feedback on health services & health service needs Technical assistance on decision-making bodies, other engagement techniques
  20. 20. 20 Slide Title. Arial Bold, 32pt Approaches to Consumer Engagement Community Catalyst National Partnership PICO State-level oversight bodies that include consumers & their advocates Standards, regulations, & monitoring approaches that best serve the interests of consumers. Consumer use of programs that help individuals & family caregivers be more engaged in their health Facilitate consumers and their advocates in conversations with
  21. 21. Tactics and Strategies Implemented to Increase Consumer Engagement 21
  22. 22. 22 Slide Title. Arial Bold, 32pt Tactics Community Catalyst National Partnership PICO Federal advocacy State advocacy Technical Assistance Information sharing/learning networks Community Organizing Coalition building Training
  23. 23. Strategy/Tactic #1: Educate, Engage & Influence Federal & State Policy Makers to Incorporate Consumers’ Needs & Interests into Policy 23
  24. 24. Strategy/Tactic #2: Actively Engage Consumers in Decision Making & Ensure Their Perspective is Heard 24
  25. 25. Strategy/Tactic #3: Engage Health Plans & Providers to Genuinely Involve Consumers in Decision Making 25
  26. 26. Strategy/Tactic #4: Engage With Other Organizations to Act Collectively in Support of Consumer Engagement 26
  27. 27. Lessons Learned What matters: • Flexibility • Relationships • Opportunities for collective learning • Focus on both the system & local level 27
  28. 28. Lessons Learned (continued) Other Essential Ingredients: • Provider/clinician investment and commitment • Consumer engagement recognized as a vital component of system reforms 28
  29. 29. Lessons Learned (continued) Common challenges: •Consumer health literacy •Health care system’s complexity •Fear of feasibility of changes •Lack of buy-in 29
  30. 30. Implications & Future Questions • For advocates: – Does consumer engagement make a difference? • For evaluators & researchers: – The need for: • Metrics • Sustainable & scalable models 30
  31. 31. Leveraging Engagement: Policy Change Amanda Otero Health Care Organizer, TakeAction Minnesota
  32. 32. • Among the most comprehensive public coverage • Among the highest insured rate (95%) • Lowest premiums • Highest deductibles Minnesota
  33. 33. What Advocacy Made Possible: The 9 Lives of Minnesota Care October 19, 2012, St. Paul Pioneer Press, Front Page
  34. 34. • You want to plan around people’s priorities, needs, preferences. • You want to understand if/how your plan will impact people. • You need to simplify complex information for patients or the public. • You need policy or funding to achieve your HST goals. You might need consumers/advocates if…
  35. 35. Where can I find them? • Patients • Community organizations • Advocacy organizations • Everywhere!
  36. 36. Deep Dive Graphic: Flip the Clinic
  37. 37. Key Points IMAGE • Be mindful of your gift to/for others in healthcare • Consumers and clinicians should be flexible, creative, and maintain a spirit of adventure • Huge gains are possible • Be bold • Patients and clinicians have permission to experiment, inform, and explore healthcare together. Graphic: Flip the Clinic
  38. 38. Thank you! Graphic: Flip the Clinic S. Whitney Bowman-Zatzkin, MPA, MSR Director, Flip the Clinic whitney@fliptheclinic.org | @MsWZ Thomas Workman, Ph.D. Principal Researcher, American Institutes for Research tworkman@air.org Claire Brindis, Dr.P.H. Director, Philip R. Lee Institute for Health Policy Studies Professor, Pediatrics and health Policy Director, Bixby Center for Global Reproductive health Executive Director, Adolescent and Young Adult Health, National Resource Center Claire.Brindis@ucsf.edu Amanda Otero Health Care Organizer, TakeAction Minnesota amanda@takeactionminnesota.org

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