Chrissie Nadzam Blackburn, MHAPrincipal Advisor, Patient and Family Engagement
Institute for Healthcare Quality and Innovation
University Hospitals Health System
Cleveland, Ohio
National Academy of Medicine
Leadership Consortium
March 23, 2016
2
Lily
Current and past participation
• Former Parent President, Rainbow Babies and Children’s Hospital’s Family Advisory Council
• CMS’ Partnership for Patients Campaign’s Patient and Family Engagement Network (HEN 1.0
and 2.0)
• Solutions for Patient Safety Family Engagement Task Force
• Ohio KePRO’s (QIO) Hospital Acquired Infection Learning and Action Network
• Ohio Patient Safety Institute Board
• Children’s Hospital Association’s Speak Now for Kids Advisory Board
• Institute of Medicine’s Care Culture Collaborative
• National Coordinating Council for Medication Error Reporting and Prevention
• National Patient Safety Foundation Certification Board for Professionals in Patient Safety
• North Eastern Ohio Action Coalition (nursing education and practice)
• Ohio Hospital Association's PFE sub-contractor
• Current position and reporting structure at University Hospitals Health System in Cleveland, Ohio
3
To Heal. To Teach. To Discover.
University Hospitals
4
University Hospitals
• 1 million individual patients
• 26,000 physicians and employees – Northeast Ohio’s second-
largest employer
• 18 hospitals, including 3 joint ventures
• >40 outpatient health centers
• 15 counties in service area
• 9 adult specialties in U.S. News & World Report Top 50
• 9 pediatric specialties in U.S. News & World Report Top 50
• 1,000 residents and fellows
• 100 resident training programs
5
6
• 1,032-bed Academic Medical Center, including:
- UH Rainbow Babies & Children’s Hospital
- UH Seidman Cancer Center
- UH MacDonald Women’s Hospital
- Medical-surgical hospital
• Primary affiliate of Case Western Reserve Medical Center School
of Medicine
• Anchors the NCI-Designated Case Comprehensive Cancer Center
at CWRU
• Home of the Harrington Discovery Institute at University Hospitals
7
Principal Advisor, Patient and Family Engagement
• Position developed in partnership by system CNO and CQO
• Direct report to CQO
• Responsibilities include:
• Development of PFACs- 15 hospital based, 3 disease/deptbased
• Volunteers Patient and Family Advisors (PFAs)
• Development of education and training for staff and Patient and Family Advisors
• Quality, safety, HAC committees
• Pilots for involvement of PFAs on Quality Assurance and RCAs
• ETeam training, education, and execution
• Development of PFA and PFAC impact and measurement on culture, performance improvement
8
Highest priority goal for 2016
1. Achieve Patient Engagement and Experience Benchmarks
• Expand Patient and Family Advisory Councils
• Explore including patients on entity-specific quality improvement committees
• Support Chief Patient Experience Officer
• Expand specific tools such as: ETeam and Immersion program
9
University Hospitals’ strategy for
Patient and Family Engagement
• Agency for Healthcare Research and Quality’s Guide to Patient and
Family Engagement
• Quarterly Planning Committee- interdisciplinary across the UH
enterprise
• Sharing of best practices
• Goals of each entity for PFE
• Goals for each entity’s PFAC
• Moving forward and where we are going
10
University Hospitals 2016 PFE Goals
• Finalize structure of new PFACs and recruitment for all PFACs
• Patient and Family Advisor on Quality Committee
• Patient and Family Advisor on Board of Directors
• Spread of ETeam
11
12
Seidman Cancer Center
13
ETeam Partners program
• Medical Oncology unit (also cares for Sickle Cell patients)
• Seidman Cancer Center PFAC
• Volunteer PFA (ETeam Partner) rounding on patients and families
• Peer to peer mentoring
• Encouraging utilization of ETeam notebook
• Advocacy based
• Support by chief hospitalist and head nurse manager
• Operations
• Results
14
“It's not often that patients, physicians and nurses find the perfect "glue"
to hold things together. Ed has become that glue in Seidman. In the
tumultuous world of medicine these days, we often forget about the
fear, unpredictable nature and course of ones disease and the
questions patients and families are scared to ask.
Ed has broken that barrier, provides patients and caregivers the
information and thoughtful approach that ultimately translates to safer,
compassionate care of our patients. I know that our patients truly
appreciate Ed and he opens doors that most of us cannot.”
- Dr. Jonathan Wynbrandt
Medical Director, Hospitalist Service, UH Seidman Cancer Center
15
ETeam Partners pilot – HCAHPS data
16
ETeam Partners pilot – readmission data
17
18
Q & A
Thank you!
19
