Patient and Family Centered Care

Patient- & Family-Centered Care

Doug Della Pietra
Director, Customer Services & Volunteers
Rochester General Hospital
douglas.dellapietra@rochestergeneral.org
585-922-4328
@DougDellaPietra
linkedin.com/in/dougdellapietra

© Doug Della Pietra. All Rights Reserved. Copies may only be made for single/individual review and reference. All other uses are prohibited.

6/7/2012 2012 Annual Conference, Geneva, New York 1

Important: Disclaimers/Notes
1. The thoughts in this presentation are my own and not
those of my employer.
2. “Patient” is a limiting designation given the many/varied
healthcare settings; therefore, in this presentation,
“patient” includes residents, clients and all references to
those whom we serve in healthcare
3. I have attempted to footnote/reference material accurately
and completely. Any errors/oversights are inadvertent.
4. This presentation is copyrighted and may only be printed
for single/individual study and reference. All other uses are
prohibited.


Perceptions of U.S. Hospitals
 56% trust hospitals “somewhat,” “not much,” or “not
at all”1
 Hospitals
 “…Transformed from charitable institutions to purely business
enterprises”
 “Impersonal and detached from community”
 “Put economics ahead of patient care”
 Abandoned “traditional role as advocates for patient needs” 1

1. Reinventing the Patient Experience. Jon B. Christianson et al. Chicago, IL: Healthcare Administration Press, 2007, 1-2.


Healing and Curing are Not the Same
 …“Mainstream health care has traditionally operated
from a ‘cure’ model….”2
 Curing focuses on diagnosis and treatment of “the
body” as a “medical condition”
 Curing focuses on the eradication of disease
 Healing focuses on the whole person – mind, body
and spirit – and is person/human-centered
 “…The time has come to create a new model of
health care delivery that makes room for both
healing and cure.” 2
2. Wayne Jonas, MD, President & CEO, Samueli Institute


“Volunteers contribute greatly to…

personalizing,
humanizing, and
demystifying

hospitalization.”3
3. Patient-Centered Care Improvement Guide, Susan Frampton, PhD et al. Derby, CT and Camden, ME: Planetree, Inc. and
Picker Institute, Inc., 2008.


Presentation Objectives
 Explain Patient- and Family-Centered Care
 Definition
 Core Elements
 Benefits
 Share Best Practice Volunteer Programs
 Identify Patient- and Family-Centered Care Standards
 Volunteer Program Evaluation Using Patient- and
Family-Centered Care Philosophy Standards



PATIENT- AND FAMILY-
CENTERED CARE EXPLAINED

What Does PFCC Stand For?
Patient- and
Family-
Centered
Care


PFCC Philosophy
 Treat patients/residents as partners in care decisions
 Seeing patients/residents as unique persons
 “…Guided by the needs of the
patient, creating a partnership
…across the continuum of care.”4
 “…Ensuring that patient values
guide all clinical decisions.”5
4. Hartford Hospital’s Volunteer Handbook.
5. Sood, Gp Capt (Dr) Sanjeev. “Customer-Delight: Imperative for patient-centric care,”
May 2012, Express Healthcare website. Downloaded from Express Healthcare
website on Sunday, May 6, 2012 from
http://www.expresshealthcare.in/201205/life01.shtml


PFCC Philosophy – Definition

“…A philosophy of health care delivery
in which the needs of patients and families
come before the needs of Care Givers.”6

6. “Patient and Family Shadowing Guide: Uncovering Opportunities to Deliver Exceptional Patient and Family Care Experiences,”
Anthony DiGioia III M.D., Patricia L. Embree, and Eve Shapiro. The Innovation Center, UPMC, 2010, 16.


10 Core Components of PFCC7
1. Human Interaction:
 Patients get nurturing, compassionate, personalized care
 Patients, families and the staff are supported
2. Architectural and Interior Design:
 Facility is welcoming and accessible
 Comfortable, familiar settings
 Architectural barriers that interfere with patients' control
and privacy are eliminated
3. The Nutritional and Nurturing Aspects of Food:
 Choice and personalized service offered in combination
with sound nutritional practices
7. “10 Standards of Patient-Centered Care,” Gila Regional Medical Center website. Downloaded on Saturday, March 24, 2012 from
http://www.grmc.org/Home/About-GRMC/Patient-Centered-Care.aspx


4. Information and Education:
 Patients, families and the community given increased
access to information
 Patients educated so to participate in treatment
decisions
5. Family, Friends and Social Support:
 Involvement of family and others, including volunteers,
in the care of patients encouraged
6. Spirituality:
 Chapels, gardens, and similar made available
 Chaplains included as members of the health-care team


7. Human Touch:
 Therapeutic massage, foot rubs and other services to help
reduce pain and stress are offered
8. Healing Arts:
 Local artists, musicians, poets and storytellers involved in
creating a less-clinical environment
9. Complementary Therapies:
 Aromatherapy, Therapy clowns, Animal-assisted
visitation/therapy, other therapies increasingly made
available
10.Healthy Communities:
 Expand the boundaries of healthcare by working with schools,
churches, civic groups, and other community partners


Benefits of PFCC
 Fewer medical and medication errors
 Better clinical outcomes
 Decreased length of stay
 Increased reimbursement
 Increased patient/resident satisfaction and loyalty
 More referrals, increased volume
 Improved bottom line for the organization



Benefits of PFCC (cont.)
 Better patient/resident/client to provider/caregiver
communication
 A united care experience – rather than fragmented,
siloed, isolated episodes
 Improved employee morale
 Decreased staff turnover; decreased nurse vacancy
rate



Benefits of PFCC (cont.)
 Most importantly, PFCC is
 The right thing to do
 What patients/residents/clients want



BEST PRACTICE VOLUNTEER
PROGRAMS

Benefits of PFCC to Volunteers8
 New and creative ways for volunteers to help
 Enhance the environment of care and
 Support staff in their efforts to provide personalized care
 Cultivates a more engaged, loyal group of volunteers
 Greater willingness and eagerness to give their time
and their talents

Picker Institute, Inc., 2008, 23-24.


Fall Prevention - Safety Monitor
(“Bed Safety”) Volunteer

Hartford Hospital, Hartford, CT


Living History Program

CGH Medical Center, Sterling, Illinois


Friend to Friend Grocery &
Pharmacy Shopping Service Program

Mease Hospitals, Dunedin, FL


No One Dies Alone

Sacred Heart Medical Center, Springfield, OR


Afternoon Tea
- “Great idea! A gentle touch in
difficult circumstances.”

- “This was a very welcome
respite; we just need a little break
from time-to-time and this was a
- “I have been waiting alone all day great excuse to leave our loved
wondering how my brother’s tests one’s room for a few minutes.
are going. This was a welcome Thank you so much for doing this
distraction. How much do I owe for us!”
you for this therapy?!”
Rochester General Hospital, Rochester, NY


Extra Mile Ramp Project

Southwest Georgia Council on Aging and Phoebe Putney Memorial Hospital, Albany, GA


Volunteer Nurse Program

St. John's Mercy Medical Center, St. Louis, MO


Memory Bears

Sharp Hospice Care, San Diego, California


Other Best Practice Programs
 Note: A list of more than twenty (20) best
practice programs that model the PFCC
philosophy is provided to conference
participants only

6/7/2012 27
2012 Annual Conference, Geneva, New York

APPLYING PFCC BEST PRACTICES
TO YOUR PROGRAM

PFCC Philosophy Standards to
Evaluate Volunteer Programming
Looking at each volunteer program/role, ask:
1. Does it “personalize, humanize or demystify
hospitalization (healthcare experience)?”
2. Does the program/role focus volunteer resources
primarily on patient and/or family needs before
providers, insurance companies nurses, facilities,
departments and/or volunteer needs?



PFCC Philosophy Assessment:
Volunteer Programs/Roles



# of Volunteer Hours Per Role/Position



# of Vols Assigned Per Role/Position



Takeaways & Next Steps
1. Complete PFCC Assessment Grid (provided at
presentation session)
2. Write a strategic plan based on
 PFCC Assessment Grid
 Strategic reflection/consideration questions included on the
back of the PFCC Assessment Grid
 Organization’s goals and strategic initiatives
 Knowledge of the needs, preferences, values, and
expectations of those whom you serve
3. Re-design your volunteer webpage
 Use a PFCC format categorizing volunteer opportunities
based “Patient-Centered,” “Family-Centered” and both

Takeaways & Next Steps (cont.)
4. Celebrate Patient-Centered Care Month this
October
5. Focus Annual Report on PFCC Philosophy
 Include breakdown of # of volunteer hours, volunteers
assigned, and PFCC volunteer programs/roles
6. Form a Patient & Family Advisory Council
 Use the Council to root cause various patient and family
care challenges/obstacles and develop, design, prioritize
and implement new volunteer programs/roles address
specific patient and family needs


“Volunteers contribute greatly to…

personalizing,
humanizing, and
demystifying

hospitalization.”9
Picker Institute, Inc., 2008.


THANK YOU FOR YOUR
PARTICIPATION & CONTRIBUTION



Patient and Family Centered Care

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