Augusta University Patient- and Family-Centered Care (PFCC): Patient and Family Advisors

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Patient- and Family-Centered Care (PFCC)

Patient and Family Advisors

Image below text: Four people-like figures holding hands in a circle. Surrounding the circle are the words: Information Sharing, Collaboration, Participation, Partnership, and Dignity/Respect.

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Objective

• Provide overview of Patient-and Family-Centered Care.
• Discuss mission, vision and values of PFCC program.
• Discuss the strategies and organization structure.
• Discuss role and responsibility of a patient/family advisor.

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Who We Are

• We are the Division of Patient- and Family-Centered Care:
  • Patient and Family Engagement.
  • Volunteer Services.
  • Interpreter and Translation Services.
  • Concierge Greeter Services.
  • Service Excellence.
• Events/Accolades
  • Patient-and Family-Centered Care Month.
  • Conference.
  • Family Choice/Sodomka Awards.
  • Top Doc Award.
• Annually we see approximately:
  • 19,500 Inpatients.
  • 357,000 Outpatients.
  • 83,300 Emergency Patients.
  • 18,600 Surgeries.

Images above text: Six photographs showing various division staff members in smiling poses.

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Organizational Strategies

• Improve the Patient Experience
• Optimize and engage our human resources
• Deliver excellence in healthcare quality, safety and service
• Improve and sustain efficiency and operating financial performance
• Improve the growth of the clinical platform

Image on slide: Three die, with one labeled Goal, another one labeled Strategy and the third one labeled Plan.

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Patient- and Family-Centered Care

An approach to the planning, delivery, and evaluation of health care that is grounded in mutually beneficial partnerships among health care providers, patients and families.
                                                                                                                                                                                   - Institute of Patient-and Family-Centered Care

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Be our Partner: Make a Difference

Patient- and Family-Centered Care is partnering with patients and families instead of doing things to and for them. It's about creating partnerships.
                                                                                                                                                                                - AU Health Patient and Family Advisors

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Patient- and Family-Centered Principles

• People are treated with respect and dignity.
• Health care providers communicate and share complete and unbiased information with patients and families in ways that are affirming and useful.
• Individuals and families build on their strengths through participation in experiences that enhance control and independence.
• Collaboration among patients, families, and providers occurs in policy and program development and professional education, as well as in the delivery of care.

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Mission of PFCC

“To optimize quality of care by strengthening partnerships between patients, families, and health care providers.”
                                                                                                                                                          Mission

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Vision of PFCC

“To be a national leader in Patient- and Family-Centered Care – education, research, care, and the patient experience.”
                                                                                                                                                                        Vision

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Values of PFCC

• Ensure patients and families play a vital role in health, social and where ever appropriate
• Empower patients and families in decision making
• Ensure respect is shown for patients/families and their choices
• Ensure that patients and families are involved in all aspects of the organization

Image: 2 people-like figures. One holding a puzzle piece titled “Vision”, and the other one holding a piece titled “Mission”.

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Image: Words in a crossword-puzzle type order: Goals, Vision, and Mission.

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PFCC Goals

• Provide PFCC/Patient Satisfaction training and education to faculty, residents, and staff.
• Volunteer Services recruitment and expansion.
• Promotion of Patient and Family Advisors.
• Assessment of the Patient and Family Experience.

Slide 13

In Your Own Words

How Do You Define

A Patient & Family Advisor

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What is a Patient/Family Advisor?

One that participates in any role that enables patients and families to have direct input and influence on policies, programs, and practices that affect the care and services for patients and families.

Patients and Family Advisors
Engaging to Improve Care

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Roles/Responsibilities of a Patient/Family Advisor

• Partner with staff, patients and family members.
• Be a team player.
• Give input from your experiences.
• Be available.
• Step out of your own experience.
• Listen with empathy.
• Be honest.
• Be open minded.
• Take responsibility for learning.
• Educate others.
• Be engaged.

Image: Photograph of a woman putting post-notes on a whiteboard in front of a group of healthcare professionals.

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Patient Engagement: What is it?

• Patient engagement means fostering a fruitful collaboration in which patients and clinicians work together to help the patient progress towards mutually agreed-upon health goals.
• Patient engagement is the process by which patients become invested in their own health and health systems.

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Image: Word cloud with the word “partnership” being the largest in the middle.

PFCC and Pt. Engagement in essence is a partnership. The strong relationship between the Health Care System, the patient and their family is the cornerstone of quality care. We're in this together. We can't do it by ourselves.

Partnerships can present special challenges that must be navigated together.

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As Partners You

• Provide valuable input to create an excellent patient experience.
• Help assure the patient and family voice can make a difference.
• Network and exchange ideas/experiences with other patients and families.
• Help implement ideas and suggestions.
• Help increase the understanding for the need to partner.

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Characteristics of an Effective PFCC Program

• Representation
• Inclusion
• Partnerships/teamwork
• Diversity
• Leadership
• Quality and Safety
• Measurable outcomes

Image: Building a Good and Effective Program

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Success Stories

• Administration
  • Policies
• Appointments
  • Descriptors
• Finance
  • Billing
• Facilities
  • New Construction/Renovations
  • Cancer Center
  • Fish Tank
  • Parking
• Human Resources
  • Interviews for New Hires
• Information Technology
  • Electronic Personal Health Record
• Quality/Safety Committees
  • Joint Commission Leadership Committee

Slide 21

Partnerships between Health Care Providers, Patients, and Families

It is “The Right Thing To Do” and everyone benefits with an “improved patient experience.”

Images: Five photographs showing staff members working with patients.

Slide 22

When looking at programs and services, each of us should ask the questions

• Is this patient- and family-centered?
• Is this the only way we can do it?
• Is this the best way we can do it?
• Are we doing it this way only because it has always been done this way?
• Are patients and family members involved.

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“For health care to truly improve health, the patient must become part of the system, not merely have input into the system.”
                                                                                                                                                                 -Julianne M. Morath, RN

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Thank You

Slide 25

Contact Us:

The Division of Patient-and Family-Centered Care
1120 15th Street, Suite BA-8270
Augusta, Georgia 30912

t) 706-721-PFCC (7322)
f) 706-721-5196
PFCC@augusta.edu

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