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
9. Patient and Family Centered Care (PFCC)
A set of principles and values
that when implemented
successfully
improve quality,
safety, and long-term
outcome. In addition, data
shows improvement in
patient, family, care provider,
and staff satisfaction.
11. URMC components of PFCC
Safety Courage
Patient and
Family-
Centered
Care
Quality Caring
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. Building a PFCC Culture
Areas of Focus:
• Facility
• Medical Advances
• Information Technology
• Delivery of Care
• People
14. Facility
PFCC 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. Information Technology
eRecord 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. 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. People are the most important part of PFCC
Train 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. Caring for the caregivers
Our employees need to feel cared for
to provide patient/family-
centered care
Staff need to be:
treated with respect
supported
empowered
recognized
19. PFCC across URMC delivery system
Patient and Family Members
URMC PFCC Steering Committee
SMH Highland VNS Highlands Highlands
at Brighton at Pittsford
GCHAS
24. Benefits of Higher Workforce
Commitment
Morehead 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 a
place 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
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
URMC Steering Committee charged to coordinate PFCC implementation throughout URMC Each facility has it’s own leadership team charged to oversee PFCC implementation - all leadership teams report up through URMC Steering Committee