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  1. Tips to Advocate for Your HealthcareChar RyanChief Patient Experience OfficerandKaren LongpreDirector of Case ManagementMarch 1, 2019

  2. Overview • What is patient advocacy? • What is patient and family-centered care? • Tips and resources available during your hospital stay • Open discussions

  3. What is a patient advocate? Patient advocates are individuals who are committed to ensuring the patient voice is heard and they represent the organization in which they are employed, its vision and strategy. Some key skills: • Desire to help • Empathy • Communication skills • Problem solving skills

  4. What is a patient advocate? • Titles • Patient Advocate • Ombudsman • Patient Relations • Patient Representative • Patient Liaison • Many others

  5. What is a patient advocate? • Advocates : • Assisting patients through diagnosis and treatment of diseases • Patient Advocates, Patient Relations Specialists, Navigators • Elderly specialty • Pediatric specialty • Insurance company, usually an HMO

  6. What is a patient and family-centered care? • Patient and family-centered care is working "with" patients and families, rather than just doing "to" or "for" them. • Is a true partner in their healthcare • Includes the voice of the patient throughout the organization

  7. What is a patient and family-centered care? • Dignity and Respect. Health care practitioners listen to and honor patient and family perspectives and choices. Patient and family knowledge, values, beliefs and cultural backgrounds are incorporated into the planning and delivery of care. • Information Sharing. Health care practitioners communicate and share complete and unbiased information with patients and families in ways that are affirming and useful. Patients and families receive timely, complete and accurate information in order to effectively participate in care and decision-making. • Participation. Patients and families are encouraged and supported in participating in care and decision-making at the level they choose. • Collaboration. Patients, families, health care practitioners, and health care leaders collaborate in policy and program development, implementation and evaluation; in research; in facility design; and in professional education, as well as in the delivery of care.

  8. What is patient and family-centered care? • Patients and families are essential allies for quality and safety—not only in direct care interactions, but also in • quality improvement • safety initiatives • education of health professionals • research • facility design and policy development • Patient and Family Advisory Councils

  9. Tips and Resources for YourHospital Stay

  10. Preparing for Your Stay • Patient Handbook • Patient Rights and Responsibilities • Empowered Patient Series at • “Ten Things Patients Should Know” series • Important questions for your hospital team • Keep your hospital room safe and clean • Discharge and home care • Surgical patient checklist • Who’s who in the hospital • Getting the help you need in the hospital

  11. If you have a concern or complaint… • Follow the chain of command • Nurse • Charge (lead) nurse • Unit Manager • Director • Assistant CNO or Chief Nursing Officer • Chief Medical Officer and Chief Operating Officer • Request to speak to a patient advocate • Contact the patient experience office

  12. If you have a concern or complaint… • Grievance process • Formal process • Acknowledgement letter sent within 7 days • Resolution letter sent within 30 days • You can also file a grievance with CDPH and CMS

  13. Health Information Exchange (HIE) and Electronic Medical Record (EMR) or (EHR) • EMR and the patient portal • Allows health care professionals and patients to appropriately access and securely share a patient’s medical information electronically • Access and confidentially share patients’ vital medical history, no matter where patients are receiving care—specialists’ offices, labs, or emergency rooms • Provide safer, more effective care tailored to patients’ unique medical needs •

  14. Case Management • Understand their insurance plan and coverage • Secondary insurance • Upon hospital admission, request to meet your case manager • Discharge planning starts when you are admitted • Role of Case Managers • Anticipate what you need for a safe discharge • Avoid readmission • Advocate with insurance plans • Access patient needs for post acute services

  15. Open Discussion/ Questions?