Patient Centered Care

1. Patient Centered Care Saudi Arabia April 04, 2012 Hugh MacLeod

2. A Transformation Autobiography in Five Chapters Chapter 1 I walk down the street There is a hole in the sidewalk I fall in I am lost..I am helpless. Its isn’t my fault. It takes forever to find a way out. Chapter 2 I walk down the same street There is a deep hole in the sidewalk. I pretend I don’t see it. I fall in again. I can’t believe I am in this same place. But it isn’t my fault. It still takes a long time to get out. Adapted from a Poem by P. Nelson Chapter 3 I walk down the same street. There is a deep hole in the sidewalk. I see it is there. I fall in, it’s a habit..but my Eyes are open. I know where I am. It is my fault. I get out immediately. Chapter 4 I walk down the same street. There is a deep hole in the sidewalk. I walk around it. Chapter 5 The hole is filled with the talents in this room

3. Holes Created By Victims are nameless & faceless Difficulty recognizing errors Lack of information systems to identify errors Fragmentation of care delivery hampers system thinking Other Relationship of trust with providers (blame culture)

4. Patient Centered Care – What Does It Mean? • Respect for the patient’s values, preferences and expressed needs • Coordination and integration of care • Information, communication and education • Physical comfort • Emotional support • Involvement of family and friends • Transition and continuity • Source NRC Picker

5. Patient Centered Care – The Fundamentals • The notion of service • We have a new customer: • 36% of people want to see what other consumers say about medication and treatment • 34% using social media • 46% using on line health portals • 67% using search engines • 60-80 million US consumers use social media to share their health experience • 830 US Hospitals are using social networking channels totalling over just 3,000 social media sites ..source Telus Communications

6. Patient Centered Care Attributes That Promote PCC • Recognition that healthcare is an integrated service • Organization effectiveness with special focus on handoffs, communication and follow up • Willingness to participate in non-hierarchical teams to ensure patient gets comprehensive and integrated care from most appropriate provider • Trust in and encouragement of those patients who want to be actively engaged in the management of their own health • Commitment to organize the system to provide timely care and adoption of tools and techniques that prioritise patient access over provider convenience • Willingness to own the failure on any of the main PCC indicators and dimensions and vigorously pursue remedies • Embrace of e-health and other technologies that expedite communication, flow and efficiency

7. Patient Centered Care Governance and Management • Indicators that capture patient –centeredness accurately and comprehensively • Education programs build PCC into the core of the curricula • Explicit goals and targets • Regular patient surveys to monitor evolution of PCC • Organization changes that promote systems thinking, accountability, and team based care • Investments in system re-engineering • A culture that refuses to tolerate behaviours not in keeping with PCC

8. Culture Eats Strategy for Lunch • Ego • Integrity • Teamwork • Communications • Attitude • Commitment • Readiness for change

9. Group Discussion • What is the hierarchy of values among professionals? • Does quality trump other professional values such as autonomy and group loyalty? • Do you view variations in practice as inherent dangers signs?