Health Care For All Webinar February 12, 2014

1. NORTH SHORE MEDICAL CENTERPatient/Family Advisory Council (PFAC)Successes, Challenges & the Future Health Care For All Webinar February 12, 2014 Martha Burgess Page, MSN, RN, CPHQ, Director of Patient Safety, Co-Chair, PFAC

3. NSMC serves an extended community • NSMC Salem Hospital • NSMC Union Hospital • Mass General for Children at NSMC • NSMC Magnetic Imaging • NSMC Heart Center • NSMC Women’s Center • Mass General/North Shore Center • for Outpatient Care • 8. Spaulding Hospital North Shore* • Communities with one or more • North Shore Physicians Group primary • and specialty care practices • * Member, Partners Continuing Care

4. NSMC Services Many People, Many Communities • 2nd largest community hospital system in Massachusetts* • 13th largest overall hospital system in Massachusetts* FY 2013 Outpatient visits 207,893 Inpatients admitted to our hospital 19,835 Brand new patients (births) 1,359 Emergency room visits 89,298 Physicians on active staff 593 * Boston Business Journal ranking based on 2010 net patient service revenue

5. We’re a Member of Partners HealthCare • A system of hospitals and caregivers that works together to provide better care to our patients. • Regionally and internationally-renown members • Brigham and Women’s Hospital* • Massachusetts General Hospital* • Spaulding Rehabilitation Hospital* • McLean Hospital* • Faulkner Hospital • Newton-Wellesley Hospital • North Shore Medical Center * Teaching hospital affiliated with Harvard Medical School founding members

6. NSMC Offers the Following Specialized Services • Cancer Care • Cardiac Surgery • Interventional Cardiology • Neurosurgery • Thoracic Surgery • Pediatric Specialties • Reproductive Endocrinology NSMC’s clinical collaborations with Massachusetts General Hospital

7. PFAC Development: The NSMC Process • NSMC established a “Founders” Group in 2009 • Goals included studying regulatory requirements and considering current culture to propose PFAC start-up • Information from other established PFAC’s was helpful in the formulation of a plan • Founder group charged with • Development of a mission statement, • Development of concrete ideas about new member recruitment • Defining a process for the selection of a community member co-chair • Full PFAC grew out of Founders Group

8. Community Members Patient and/or family member experience + Work and volunteer experiences: VP Wellogic Tax Professional, H & R Block Home Health Administrator, Brooksby Village Nurse Educator Director, Health Division Inspectional Services, City of Lynn Director, The Phoenix School, Salem, MA Director, Purchasing & Vendor Relations, Salem State University, Salem, MA Hospital Members Patient and/or family member experience + Current roles: Director of Patient Safety Director of Operational Improvement VP of Performance Improvement & Patient Safety (PIPS), (PFAC Sponsor) Risk Mngt Specialist, RELATE Trainer Exec. Assistant, Strategy & Decision Support Director of Pastoral Care Director of Pharmacy Manager of Patient Family Relations, HRO Exec. Assistant, PIPS Current Membership – Helpful Variety

9. NSMC PFAC Mission Statement: Core Components • Commitment to partnering with patients, families and community members to integrate their perspective into how we deliver care to our patients • Patients, families, community and staff members use the Council as an avenue for collaboration and to have input into the design, delivery and assessment of care • Support sharing and promote mutual understanding among patients, families and the community regarding the status and outcomes of safety programs at NSMC • The ultimate goal is safe and patient centered care that is culturally respectful at all times

10. Accomplishments • Co-chair from the community: • Joined NSMC Patient Safety Risk Management Committee (4/4/2013) • Participated in week long “3P Project for ED  Inpatient Care”, January 2014 • “Safe Medication Disposal” pamphlet • Distribution in progress: active learning via “teachable moments” • First area of focus: High-risk populations • Provided information • “Engaging Patients & Families: Guidelines for Creating Focus Groups, Improvement Teams & Committees” – revised • Collaboration with North Shore Physicians Group PFAC • First joint meeting 12/10/2013 • Meet, Greet and a Future Together • Learned about plans to build new ED and medical-surgical pavilion

11. Accomplishments: Sounding Board (Examples) • Facilities re: Proactive Strategy for Handling Construction Impact (Central Utility Plant, Mac 6/Birthplace) • Case Management materials for Patients/Families • Data displays on inpatient units • ED to Inpatient Improvement Team re: options when transfer is delayed • Managers Advisory Group re: Davenport 4 Entrance • Partners Falls Risk Assessment & Intervention Project led by Patti Dykes, PhD, RN, Senior Nurse Scientist at BWH

12. Accomplishments: Our own web page!!!

13. Accomplishments:

14. Accomplishments: PFAC Education Includes • RELATE Training (Reassure, Explain, Listen, Answer, Take action, Express) • Meaningful Use • Patient Centered Home • Lucian Leape Forum & Gala • Patient Experience Standards & Patient Centered Work at NSMC • Partners Enterprise Clinical System • NSMC Culture of Excellence & Strategic goals • Healthcare For All Annual PFAC Convention

15. Participation in local & statewide conferences Health Care For All BWH PFAC Symposium

16. Challenges – mainly relate to growing pains • Membership • 50/50 and ideally > 50% members are from the community • Diversity reflecting population served • Action Items – • Focus Groups: if they can’t come to us, we’ll come to them • Local full service senior living community • Explore others, e.g. Community Health Centers • Presentation at Salem State University (1/2014) - Veterans • Publicize works of PFAC • Program management • Work load is surpassing current organizational structure’s capacity • Action items: • Explore options PFAC reaches out

17. Work in Progress • Recognition Award • Focus Groups at a local full service retirement community – 2/6/14 • 1st Focus Group was held on 2/6/2014 and was a huge success! • Membership enhancement • Finalizing 2014 Goals • Communication Plan • Potential areas of future focus: • Projects across NSMC continuum of care: • Goals of care for end of life • “Observation Status”

18. Thank you…….. Questions? Contact Martha Burgess Page, MSN, RN, CPHQ Director of Patient Safety & Co-Chair of NSMC PFAC 978-354-3011 or mbpage@partners.org