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EUROP ASSISTANCE GLOBAL CORPORATE SOLUTIONS	 WEBINAR SERIES - PATIENT CENTRIC HEALTHCARE	
APRIL 2015
Presented by Dr. Jose...
EUROP ASSISTANCE GLOBAL CORPORATE SOLUTIONS	 WEBINAR SERIES - PATIENT CENTRIC HEALTHCARE	
APRIL 2015
treatment. Empathy is...
EUROP ASSISTANCE GLOBAL CORPORATE SOLUTIONS	 WEBINAR SERIES - PATIENT CENTRIC HEALTHCARE	
APRIL 2015
Dr. Nicholson also ad...
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GCS-Webinar-Overview-PatientCentricHealthcare-April2015

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GCS-Webinar-Overview-PatientCentricHealthcare-April2015

  1. 1. EUROP ASSISTANCE GLOBAL CORPORATE SOLUTIONS WEBINAR SERIES - PATIENT CENTRIC HEALTHCARE APRIL 2015 Presented by Dr. Joseph M. Nicholson III, Corporate SVP & National Medical Director of the Cancer Treatment Centers of America, the webinar explored the importance and benefits of the new paradigm in healthcare programs, Patient Centric Healthcare, where the patient plays an active and engaged role in their treatment. While putting focus on a patient during a healthcare treatment program seems natural enough, Dr. Nicholson explained that true patient centric treatment goes beyond that. Patient Centric Healthcare creates a program where the patient is at the center of everything that happens during the entire treatment process. It takes into account both medical and non-medical issues, ensuring patients are engaged, informed, supported, and most importantly, are part of the decision making process in every aspect of their healthcare. DEFINING PATIENT CENTRIC CARE When it comes to defining what patient centric care is, Dr. Nicholson likes to use the definition as supplied by the Institute of Medicine, IOM, an independent, nonprofit organization that works outside of government to provide unbiased and authoritative advice to decision makers and the public.  In past studies, the IOM have identified patient centeredness as an essential foundation for quality and patient safety in the healthcare field, and they define patient-centered care as: ‘Providing care that is respectful of and responsive to individual patient preferences, needs, and values, and ensuring that patient’s values guide all clinical decisions.’ “I think that is about a clear definition as you can have,” he added. EVOLUTION According to Dr. Nicholson, the patient-centered paradigm is quite a shift from the more historical, what some would call a physician- centered paradigm, where the only job of the patient was to listen to, and then do, whatever the doctor said. No questions, no input, no opinions. Ideas or discussions about alternative medicines were not welcome in this model. “Thank god that paradigm is rapidly changing,” said Dr. Nicholson. The doctor added that today patients want personal relationships with their doctors. They like two-way communication, via face-to-face, phone, email, text, and other avenues. Patients want the doctor to respect and acknowledge their intelligence, and empower them to make informed decisions about their IT MATTERED TO THAT ONE EA Global Corporate Solutions’ new healthcare focused webinar series started this month, with the inaugural episode focusing on Patient Centric Healthcare. The following is a summary of some of the information presented at the webinar, to see the entire presentation, please go to: attendee.gotowebinar.com/recording/2347569841227706113
  2. 2. EUROP ASSISTANCE GLOBAL CORPORATE SOLUTIONS WEBINAR SERIES - PATIENT CENTRIC HEALTHCARE APRIL 2015 treatment. Empathy is also highly valued by the patient. “Patients would really like to have a clinician that cares about what is happening to them. And clinicians that are able to communicate in that regard are usually ahead of those who cannot,” he said. Meeting the needs and addressing the values of today’s patients is what patient centric healthcare is all about. But how does a provider deliver on it? Dr. Nicholson provided some solutions for webinar attendees to consider. It, of course, all starts with the patient. “Think about what activities touch the patient and is there a way to integrate the patient into that decision making moment?” he asked. Some of his other solutions include: • Coordinating the care across functions and specialties. • Create cross-functional care teams that meet face-to-face to discuss patient treatment. Using cancer treatment as an example, there can be radiation oncologist, a medical oncologist, plastic surgeon, general surgeon, and physical therapist, all at the table at once discussing a patient’s care. “When you have that type of dynamic happening - I just don’t think (it), the data clearly supports (it) - your outcomes are better and patient satisfaction goes up,” said Dr. Nicholson. ACCELERATING THE CARE PROCESS A typical medical care process can take up to 20 to 30 days. A properly coordinated, patient centered process can cut that time down to 12 days, from diagnosis to treatment. “Anything that can shorten that care process cycle not only helps the patient emotionally and physically, but in a diagnosis like cancer, time is your enemy for sure,” he said. Benchmarking against nationally recognized best practices This helps keep the patient centric program on track and constantly improving. Measures can include everything from patients’ experiences and waiting room times, to the time it takes to receive laboratory results, and other treatment related issues. As Dr. Nicholson points out, “You certainly cannot manage what you don’t measure.” EMPATHY “Think about the power of empathy and patient empowerment,” says the doctor. Along with involving the patient in the decision making process, empathy can include considerations such as cultural sensitivity, providing end of life managers, and offering survivor programs and even the occasional hug. To illustrate the patient centric model at work, Doctor Nicholson drew upon his own experience at the Cancer Treatment Centers of America. “We put the patient right in the middle and wrap tightly around them a clinical nurse, a medical oncologist, and a naturopathic oncology provider to help us manage those alternative complimentary elements,” he said. Also part of this tight inner circle is a registered dietitian to ensure proper nutrition and a nurse care manger to help the patient throughout the entire treatment process. The inner circle is only the beginning, as specialists such as acupuncturists, pain management experts, internal medicine practitioners and many other healthcare professionals can all become part of the patient’s bigger circle as treatment expands. A diagram of the patient centered model is below. "Think about the power of empathy and patient empowerment "
  3. 3. EUROP ASSISTANCE GLOBAL CORPORATE SOLUTIONS WEBINAR SERIES - PATIENT CENTRIC HEALTHCARE APRIL 2015 Dr. Nicholson also added that as part of increasing patient involvement in decision-making, The Cancer Treatment Centers of America involve patients in board meetings and focus groups where their feedback, good or bad, is sought. Even patient input into building design and clinic flow is solicited. “By staying tightly connected with the patient experience, I think it does better inform what kind of an organization we become tomorrow.” THE NON-MEDICAL ASPECTS OF PATIENT FIRST Non-medical issues can also be part of the patient first approach. Helping patients with areas such as travel assistance, medical records collection, nutritional support, physical rehab, language barriers, cultural sensitivity and spiritual needs are all part of a patient centric healthcare program. He also pointed out that engaging the patient also includes involving the patient’s caregiver in many of the treatment discussions. “Engaging the caregiver matters,” he added. Patient centric healthcare is having a large impact on how treatment programs are designed and delivered today. As more healthcare professionals embrace this growing paradigm, it is important to understand the best practices and how they can be applied to your own operations. The webinar goes into much more detail than what is covered here, and you are invited to watch a recording of it to get the full story. To view a recording of the webinar, please go to: attendee.gotowebinar.com/recording/2347569841227706113 "Engaging the caregiver matters "

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