Successfully reported this slideshow.
We use your LinkedIn profile and activity data to personalize ads and to show you more relevant ads. You can change your ad preferences anytime.
Improving the Patient’s Experience with
Mental Health Services
Through Collaborative Stakeholder Approaches
October 1, 201...
2
What do mental health services
“look” like?
www.GallantHealthWorks.com Twitter: @HealthWorksBC
Overview
• Mental health services
• Experience of patients
• Personal to population level examples (micro to macro)
• Outc...
The Triple Aim
(Refresher)
4www.GallantHealthWorks.com Twitter: @HealthWorksBC
Defining “Collaborate”
“Collaborate”
• is currently in the top 1% of lookups
• is the 53rd most popular word on “Merriam-W...
Difficulty accessing health services
may: delay treatment, increase the risk of
complications & reduce quality of life
• M...
Males with Eating Disorders (BC)
9www.GallantHealthWorks.com Twitter: @HealthWorksBC
CKNW Radio Clip
• https://soundcloud.com/cknw/eating-disorders-in-men-the-jon-
mccomb-show-sep-3
10www.GallantHealthWorks....
Example Males with Eating Disorders
11www.GallantHealthWorks.com Twitter: @HealthWorksBC
Setting the Context
The health of a community is a
shared responsibility
of all its members.
Although the roles of many co...
Addressing health issues
comprehensively
As communities try to address their health issues in a comprehensive
manner, all ...
Organizations’ motivation for
stakeholder engagement in
mental health services
1. More relevant services
2. Ensure that is...
Discovery Phase
8 months
Planning Phase
9 months
(overlap 4)
Surveys:
GP, MOA,
Public
Key
Informant
Interviews
Environment...
© 2015 CAPCH.
EXAMPLE GP’S & ADVOCATES/PATIENT ENGAGEMENT
17
• 175 GP’s, plus specialists, medical office assistants worki...
“Meaningful engagement is needed.”
Meaningful change in the health system - that will ensure an affordable system
with the...
19
Capturing the Experience & Needs Through
Visual Recording
www.GallantHealthWorks.com Twitter: @HealthWorksBC
20
Demonstrating Support Across Collaborative
Projects: Edited Example
www.GallantHealthWorks.com Twitter: @HealthWorksBC
Patient Steering Committee
• Video clip YouTube
24www.GallantHealthWorks.com Twitter: @HealthWorksBC
Implementation of a person-centred
model for system reform with Youth
and Adolescent Mental Health as
the exemplar
“Patien...
A Person Centred Health system, evolving with
the expectations of an informed and empowered population
To lead the transfo...
© 2015 CAPCH.
Primary Care
Home &
Community
Care
Acute /
Emergency
Care
Stakeholders
 People and their Circle of Support
...
29
Enterprise Solutions Created WITH people, organizations
& non-profits
Diary + Video Conferencing + Reports
www.Journil....
Person-Generated Health Data
Internet connected devices enable
persons/clients/patients & their
designated supports to gen...
31
Use Journil for:
Communication with
client/friend & family
supports/
appointed caregiver
and others in the
Provider Net...
32
DIARIES
Customized
to provider
organization
requirement;
data is
entered via
desktop,
laptop or
mobile
computer.
REPORT...
Journil Example – Video Conference:
Across the Miles
33
Select Meeting Room
(e.g. Room 1 at
2:00pm)
Practitioner,
with
per...
34
• http://www.healthchoicesfirst.com/topics/mental-health
• Mental Health to date includes:
• Free to access video resou...
Your Voice Counts
The session focused on three topics identified through interviews with
health leaders, surveys and commu...
Lessons Learned – Across Multiple
Mental Health Service Experiences
Meaningfully engage patients & providers simultaneous...
Lessons Learned – Across Multiple
Mental Health Service Experiences (cont’d)
Agendas, be aware everyone has one or more
...
“I” replaced by “we”
• Wellness vs Illness
38www.GallantHealthWorks.com Twitter: @HealthWorksBC
Links/Networks
• www.GallantHealthWorks.com
• http://www.slideshare.net/paulwgallant SlideShare PowerPoint slide
resources...
Upcoming SlideShare
Loading in …5
×

Improving the Patient's Experience, Mental Health, Collaborative Stakeholder Approaches

886 views

Published on

Presentation slides from the National Patient Experience Conference, held in Toronto, Oct. 2015

Published in: Health & Medicine
  • Be the first to comment

  • Be the first to like this

Improving the Patient's Experience, Mental Health, Collaborative Stakeholder Approaches

  1. 1. Improving the Patient’s Experience with Mental Health Services Through Collaborative Stakeholder Approaches October 1, 2015 Paul W. Gallant, CHE, PhD(c), MHK, BRec(TR) Principal, Gallant HealthWorks & Associates Exec. Director, Western Canada, CAPCH (Canadian Association for Person-Centred Health) www.GallantHealthWorks.com Twitter: @HealthWorksBC © 2015 Gallant HealthWorks All Rights Reserved 1 www.GallantHealthWorks.com Twitter: @HealthWorksBC
  2. 2. 2 What do mental health services “look” like? www.GallantHealthWorks.com Twitter: @HealthWorksBC
  3. 3. Overview • Mental health services • Experience of patients • Personal to population level examples (micro to macro) • Outcomes • Collaborative & different examples include: • Experiences of men • Assessment of a city’s population needs for mental health services • CAPCH (Canadian Association for People Centred Health) • Youth Mental Health • Journil Solutions • enterprise application = person generated data/diary + video conferencing + reports • Health Choices First resources/network 3www.GallantHealthWorks.com Twitter: @HealthWorksBC
  4. 4. The Triple Aim (Refresher) 4www.GallantHealthWorks.com Twitter: @HealthWorksBC
  5. 5. Defining “Collaborate” “Collaborate” • is currently in the top 1% of lookups • is the 53rd most popular word on “Merriam-Webster.com” • Meriam Webster dictionary • to work with another person or group in order to achieve or do something • to give help to an enemy who has invaded your country during a war Collaborative • adjective: produced or conducted by two or more parties working together. • E.g. "collaborative research" The Webster’s (Sept.,2015) 6www.GallantHealthWorks.com Twitter: @HealthWorksBC
  6. 6. Difficulty accessing health services may: delay treatment, increase the risk of complications & reduce quality of life • Many people living with a mental illness report that the stigmatization of mental illness causes them more suffering than the disease itself • Males: reluctant to seek help/support for any medical condition, particularly mental illness • As many as 1 in 3 cases of eating disorders occur in males (MWED = males with eating disorders) • The shame of having a “female problem” deters some MWED from recognizing, disclosing & seeking help • The false belief that eating disorders self-inflicted >> stigma 7www.GallantHealthWorks.com Twitter: @HealthWorksBC
  7. 7. Males with Eating Disorders (BC) 9www.GallantHealthWorks.com Twitter: @HealthWorksBC
  8. 8. CKNW Radio Clip • https://soundcloud.com/cknw/eating-disorders-in-men-the-jon- mccomb-show-sep-3 10www.GallantHealthWorks.com Twitter: @HealthWorksBC
  9. 9. Example Males with Eating Disorders 11www.GallantHealthWorks.com Twitter: @HealthWorksBC
  10. 10. Setting the Context The health of a community is a shared responsibility of all its members. Although the roles of many community members are not within the traditional domain of “health activities” each has an effect on and a stake in a community's health. Weinstein et al 2005 Primary Care Clinics in Office Practice. 13www.GallantHealthWorks.com Twitter: @HealthWorksBC
  11. 11. Addressing health issues comprehensively As communities try to address their health issues in a comprehensive manner, all parties will need to sort out their roles and responsibilities, individually and collectively, including: • individual health care providers • public health agencies • health care organizations • [patients, consumers, customers] purchasers of health services • local governments • employers • schools • faith communities • community-based organizations • the media • policymakers • and the public 14www.GallantHealthWorks.com Twitter: @HealthWorksBC
  12. 12. Organizations’ motivation for stakeholder engagement in mental health services 1. More relevant services 2. Ensure that issues identified & prioritized are the important ones 3. Ensure that outcome measures are important to the end-user (the patient/family) 4. Help disseminate information, products, or services 5. Build a culture of “customer service” 15www.GallantHealthWorks.com Twitter: @HealthWorksBC
  13. 13. Discovery Phase 8 months Planning Phase 9 months (overlap 4) Surveys: GP, MOA, Public Key Informant Interviews Environmental Scan Advisory Committee Input Data Analysis Data Gathering Implementation 18 months Member Meetings Agreed upon Priorities & Plan Board Input Series of stakeholder engagement sessions with parallel Advisory Committee meetings Example: BC Non-Profit - Community Organization 175 Doctors www.GallantHealthWorks.com Twitter: @HealthWorksBC 16
  14. 14. © 2015 CAPCH. EXAMPLE GP’S & ADVOCATES/PATIENT ENGAGEMENT 17 • 175 GP’s, plus specialists, medical office assistants working with health organizations for a common purpose, better primary health in this mid-size city. https://plus.google.com/109141364800545167231/videos
  15. 15. “Meaningful engagement is needed.” Meaningful change in the health system - that will ensure an affordable system with the best patient experiences and best health outcomes, can only happen when we all work together. 18www.GallantHealthWorks.com Twitter: @HealthWorksBC
  16. 16. 19 Capturing the Experience & Needs Through Visual Recording www.GallantHealthWorks.com Twitter: @HealthWorksBC
  17. 17. 20 Demonstrating Support Across Collaborative Projects: Edited Example www.GallantHealthWorks.com Twitter: @HealthWorksBC
  18. 18. Patient Steering Committee • Video clip YouTube 24www.GallantHealthWorks.com Twitter: @HealthWorksBC
  19. 19. Implementation of a person-centred model for system reform with Youth and Adolescent Mental Health as the exemplar “Patient to Person – Designing systems from the person out.” Boeckh Youth & Adolescent Mental Health Project in the Ottawa Biosphere Overview and Case for Support
  20. 20. A Person Centred Health system, evolving with the expectations of an informed and empowered population To lead the transformation of health care and systems around a person centric vision and principles across the continuum of care. To be guided by and support the four principles of health (responsibility, autonomy, informed health management, partnerships) with integrity, honesty and a commitment to put the needs of the people first CAPCH VISION, MISSION, VALUES 26 Patient to Person – Designing systems from the person outwww.GallantHealthWorks.com Twitter: @HealthWorksBC
  21. 21. © 2015 CAPCH. Primary Care Home & Community Care Acute / Emergency Care Stakeholders  People and their Circle of Support  Acute & Emergency Care  Primary Care  Home & Community Care  Mental Health  Community Design  Technology Project Criteria  Person Centric Vision & Principles  Not for Profit / nonpartisan  Sustainable Funding Plan  Optimization of Scope of Practice – Team Based  Silos to Collaboration across continuum of care  Institutions to Home & Community  Comprehensive Educational and Communications Strategy supported by Social Networking  Measurement: Quality, Safety, Outcomes  Enabled by Technology CAPCH: THE BIOSPHERE BOECKH PROJECT Key Stakeholders for Y&A Mental Health across the continuum of care 27
  22. 22. 29 Enterprise Solutions Created WITH people, organizations & non-profits Diary + Video Conferencing + Reports www.Journil.com enabling solutions www.GallantHealthWorks.com Twitter: @HealthWorksBC
  23. 23. Person-Generated Health Data Internet connected devices enable persons/clients/patients & their designated supports to generate health/social data that can be shared with others, enabling significant improvements in living connected to supporters 30 www.GallantHealthWorks.com Twitter: @HealthWorksBC
  24. 24. 31 Use Journil for: Communication with client/friend & family supports/ appointed caregiver and others in the Provider Network Journil Users: Example with Senior PERSON MEMBER PROVIDER NETWORK Use Journil for: Health tracking, communication with support network; guardian may assist in Diary completion www.GallantHealthWorks.com Twitter: @HealthWorksBC
  25. 25. 32 DIARIES Customized to provider organization requirement; data is entered via desktop, laptop or mobile computer. REPORTS Auto-generated into aggregated monthly summaries TABLES CHARTS Journil Example – Diary & Reports Export data as PDF for inclusion with EHR records. www.GallantHealthWorks.com Twitter: @HealthWorksBC
  26. 26. Journil Example – Video Conference: Across the Miles 33 Select Meeting Room (e.g. Room 1 at 2:00pm) Practitioner, with permission of person, selects Diary/Chart for review Practitioner & Client review chart www.GallantHealthWorks.com Twitter: @HealthWorksBC
  27. 27. 34 • http://www.healthchoicesfirst.com/topics/mental-health • Mental Health to date includes: • Free to access video resources, with experts in multiple professions, customized to local geography www.GallantHealthWorks.com Twitter: @HealthWorksBC
  28. 28. Your Voice Counts The session focused on three topics identified through interviews with health leaders, surveys and community consultations: 1. How to talk about your health care 2. How the health care system works and the challenges it faces 3. How to use your experiences to improve the health care system. http://ehealth.med.ubc.ca/2011/10/17/first-of-its-kind-workshop-brings-citizens-and-providers-together-to-talk-health-system-redesign/ 35www.GallantHealthWorks.com Twitter: @HealthWorksBC
  29. 29. Lessons Learned – Across Multiple Mental Health Service Experiences Meaningfully engage patients & providers simultaneously to improve the patient experience Nudge those “typically” in positions of power to learn listening skills Grow champions (patients & providers) Be realistic & do not set up false expectations 36www.GallantHealthWorks.com Twitter: @HealthWorksBC
  30. 30. Lessons Learned – Across Multiple Mental Health Service Experiences (cont’d) Agendas, be aware everyone has one or more Plan for flexibility (added time, added stakeholders, delays, detours, scope) Go to the community & to stakeholders, wherever possible Support participation fairly: honorarium, gift card, transportation, meals, parking Enable Others to Act towards achieving goals (vs micro-managing) Grow champions What is your priority may not be others‘ priority Walk in the other person’s shoes Celebrate accomplishments as they occur 37www.GallantHealthWorks.com Twitter: @HealthWorksBC
  31. 31. “I” replaced by “we” • Wellness vs Illness 38www.GallantHealthWorks.com Twitter: @HealthWorksBC
  32. 32. Links/Networks • www.GallantHealthWorks.com • http://www.slideshare.net/paulwgallant SlideShare PowerPoint slide resources • www.Journil.com Journil (enterprise solution: diary+video+reports) • http://www.capch.org/ Canadian Association for People Centre Health • https://twitter.com/HealthWorksBC (Paul Gallant on Twitter) • http://www.healthchoicesfirst.com/ (Resources for patient and providers) • Mental Health Linkedin Group • Eating Disorders Linkedin Group • PCH Person Centred Health Linkedin Group • Contact Paul@GallantHealthWorks.com Cell: 604.999.9164 (Vancouver) 39www.GallantHealthWorks.com Twitter: @HealthWorksBC

×