PFCC INFOGRAPHIC: Six Steps to Patient Engagement

•

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The challenges of creating patient and family-centered care seem daunting. However, the PFCC Innovation Center of UPMC demonstrates it's easier than you think. In this infographic, you see it begins by engaging patients through a simple six step process.

6 Steps To Patient Engagement

The PFCC Methodology and Practice (PFCC M/P)
Engaging Patients May Not Be as Hard as You Think
PFCC M/P Steps

Engaging Patients & Families

1

Select A Care Experience

Listen to your patients and families: select a care
experience for improvement based on comments
from reports, letters, and surveys.

Step

2

Establish a PFCC Care
Experience Guiding Council

Step

Evaluate the Current State
using the PFCC Toolbox

Step

3

Step

4

Seek the patient’s or family member’s input about
what would have made their experience better—
ask them to imagine the perfect experience and
tell you about it.

Write the story of
the Ideal Patient and
Family Experience

Step

Identify your PFCC
Projects and Form Project
Improvement Teams

6

Understand & Feel what your patients & families
are truly experiencing: Shadowing, Patient Stories,
Patient and Family Advisory Councils, Discovery
Interviews, Surveys and Shared Decision Making.

Expand the Guiding Council Invite a patient or family member to join the
Working Group or leave an empty chair at your
into your PFCC Working Group working group meeting representing the theme.

Step

5

Ask a patient or family member to be a CoChampion on the Guiding Council.

Include the patient or family member on PFCC
Project Teams.

Brought to you by:

© 2013 The PFCC Innovation Center of UPMC

Presented by: Alex Zhu, Manager Ariel Herrlich, Analyst The recent shift toward consumerism and patient empowerment is driving companies to reevaluate the role and design of patient support programs. Historically, pharmaceutical manufacturers implemented support programs largely as a way to address patient non-adherence. These programs were often single-based solutions designed to meet mass market needs. Next generation patient support programs will go beyond simple adherence to address holistic disease management through individualized, patient-centric service offerings. Using a case study, we illustrated: - How to evaluate your current patient support program offerings, using a combination of standard and non-standard metrics and exercises - Re-define what “value” means in a world of patient-centricity and personalized care - Assess the impact/ROI of potential new service offerings and enhancements

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How do we become more patient-centered as an organization? How do we ensure the patient/caregiver experience is as optimal as possible? These are the questions that are being poised to healthcare market researchers in today’s healthcare landscape. And typically healthcare market researchers are turning to methods like “patient journeys” and “patient personas” to help bring that patient-centered understanding to the organization. Problem is … in order to be truly patient-centered, you need to take this charge on from the inside out. Experience, Design and Innovation departments are springing up in all kinds of healthcare organizations intent on facilitating the organizational shift towards patient-centricity. And, unfortunately, market researchers are intentionally not being invited to the table. If history repeats itself, that will soon change though. These Experience, Design and Innovation departments will need the rigor and breadth of method knowledge that market researchers have in order to succeed in the strategic agendas of their work. This presentation will give market researcher pointers on which skills, methods and mindsets they’ll likely need to adopt if they are hoping to be perceived as a valued contributor to an Experience, Design or Innovation team. In essence, give attendees a blueprint for how to open up a whole new professional opportunity for themselves, with a simple reframe on whom they are and what they do.

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1. 6 Steps To Patient Engagement The PFCC Methodology and Practice (PFCC M/P) Engaging Patients May Not Be as Hard as You Think PFCC M/P Steps Engaging Patients & Families 1 Select A Care Experience Listen to your patients and families: select a care experience for improvement based on comments from reports, letters, and surveys. Step 2 Establish a PFCC Care Experience Guiding Council Step Evaluate the Current State using the PFCC Toolbox Step 3 Step 4 Seek the patient’s or family member’s input about what would have made their experience better— ask them to imagine the perfect experience and tell you about it. Write the story of the Ideal Patient and Family Experience Step Identify your PFCC Projects and Form Project Improvement Teams 6 Understand & Feel what your patients & families are truly experiencing: Shadowing, Patient Stories, Patient and Family Advisory Councils, Discovery Interviews, Surveys and Shared Decision Making. Expand the Guiding Council Invite a patient or family member to join the Working Group or leave an empty chair at your into your PFCC Working Group working group meeting representing the theme. Step 5 Ask a patient or family member to be a CoChampion on the Guiding Council. Include the patient or family member on PFCC Project Teams. Brought to you by: © 2013 The PFCC Innovation Center of UPMC

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