Consumer Engagement Strategies

Jennifer SweeneyDirectorConsumer Engagement & Community Outreach

ME Quality Counts WebinarAugust 28, 2012

About us

National Partnership for Women & Families• National, non-profit, consumer organization with 40

years of experience working on issues important to women and families.

We need to know what it is patients need and want

Before we engage patients…

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… The same things other stakeholders want:

Better care experiences

Better outcomes

Lower costs

This is good news—a shared vision for health care transformation!

Patients/Consumers Want….

So How Do We Get There?

“Need to Shift Our Mind-Set”

All stakeholders

Dispel the Myths/Change the Culture

What patients say they want is nice and important but we don’t have time—what matters are clinical outcomes.

Patients always want everything—the latest drug, the newest test, the most expensive procedure.

Other stakeholders know what patients want. If we just build the system the right way, they will come.

Collaborative Consumer Engagement = Patient-Provider Partnership

CCE Four-Part Framework:

Point of care—shared decision-making Governance—patient and family councils Community—connecting with community resources Policy—federal, state, etc.

Collaborative Consumer Engagement

As a Strategy for Improvement

What to Watch For…

System-Driven, Provider-Centric Care

Care is organized around the priorities of those who provide care and manage the system

Getting consumers to do what we want them to do

Without them

Consumer-Friendly/Patient-Focused Care

Other stakeholders still know best Doing to and for patients, not with patients

Georgia Health Sciences University (GHSU) patient-provider partnership outcomes: Improved patient satisfaction scores. Decreased staff vacancy rate from 8% to 0% in 3 years. Decreased malpractice expenses from $2.5 million to $1.12 million—a 60% reduction. Decreased average length of hospital stays for neurosurgery by 50%. Decreased medication errors by 66% over 3 years, despite an increase in the number of

discharges by 15%. Dana-Farber Cancer Institute (DFCI) patient-provider partnership outcomes:

More than a decade free of fatal medication errors. 90% reduction in ambulatory medication list errors.  

Blanchfield Army Community Hospital patient-provider partnership outcomes: Improved patient satisfaction. Improved staff and physician job satisfaction. Achievement of prevention and screening goals.

Emory Healthcare Patient-provider partnership outcomes: Reduction of “near misses” and errors. Patient experience ratings climbed to the 90th percentile.  

Vidant Health Patient-provider partnership outcomes: Improved staff and physician satisfaction increased. Decreased nurse turnover from 15% in 2008 to 5% in 2011. Decreased hospital acquired infections (by half in the past two years). Decreased serious safety events (73%since 2007).

 

 

Evidence

Engage patients/families in QI and redesign efforts

Involve patient/family advisors in “walking rounds” to assess care delivery from patient perspectives.

Develop/assess patient/family information, educational materials, websites/portals, decision-support tools.

Review patient experience survey data and other patient feedback and jointly develop interventions.

CCE in Action

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For more information

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Contact:

Jennifer SweeneyDirector, Consumer Engagement & Community Outreachmer Engagement jsweeney@nationalpartnership.org202-986-2600

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Find us:

www.NationalPartnership.org