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Session Descriptions

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2019 PFCC Conference Session Matrix

Track 1

Health System Advisory programs

Redesigning PFAC for Meaningful Integration and Organizational Cultural Change

Through self-assessment and a three-day Lean Rapid Process Design Workshop, MemorialCare developed a PFAC model that ensures that advisor contributions intentionally influence clinical outcomes, lead organizational safety culture and patient centered care is hardwired in continuous improvement efforts. This presentation will highlight our workshop challenges, and implementation of standard work to integrate the patient voice in our organizational culture, and most importantly how PFA’s are now I the driver’s seat of culture change.

Stephanie Stembridge
Dr. Kirstin Mascotti, M.D., MS-HQSM
MemorialCare Long Beach Medical Center and Miller Children’s & Women’s Hospital Long Beach
Samone Daniel, Patient Family Advisor

Moonshot 2022: Powered by Partnership

Moonshot 2022 is both a strategic goal and campaign established by Beaumont Health to advance a patient and family centered culture across the care continuum through partnerships with patients and families at both point-of-care and system levels. Powered by partnership, Moonshot 2022 integrates a PFCC awareness campaign with an implementation plan steeped in education, innovation, and recognition as well as a dashboard to measure progress toward PFCC culture transformation.

Kelly Parent
Bev Crider
Beaumont Health

Partnering to Bring Awareness to Financial Toxicity Solutions

Patient and family advisors of the USC Cancer Survivorship Advisory Council (CSAC) engaged with hospital staff to identify and address the complex set of barriers that prevent cancer patients from accessing available financial resources. Hear from the CSAC patient advisor whose devastating financial loss resulting from a cancer diagnosis inspired this advisor-driven project.

Kaitlin Alderete
Keck Medicine of USC
Phuong Gallagher, Patient Family Advisor
Mary Aalto, Patient Family Advisor

The Patient as a Partner in Opioid Choices

Post-operative patients should be partners in deciding whether opioids should be part of their recovery program or not. Informed patients can make informed decisions.

Reggie Smith
Sharp HealthCare
Kevin LaChapelle
Kaiser Permanente


Track 2

Promoting Healthier Communities in Patient Family Centered Care

We Opened the notes, now what? Optimizing OpenNotes to Improve Patient Engagement and Safety

OpenNotes is a national movement dedicated to making healthcare more open and transparent by giving patients access to their medical provider’s notes via secure online patient portals. Continued research demonstrates that when health systems share notes with patients, they see improvements in patient safety and increased patient engagement. However, only effective implementations of OpenNotes lead to benefits. Join this session to learn about current research about the impact of OpenNotes on safety and engagement and hear from a clinician and patients about how access to notes makes a real difference in improving care for vulnerable patient populations.

Liz Salmi, Patient Family Advisor

Tasha Dixon, MD
Jeff Graner, Patient Family Advisor

Coaching “The Conversation”: Strengthening the Role of PFAs in Facilitating Dialogue About Wishes for Care Among Patients, Families, and Providers

One of the most important conversations Americans are NOT having with their loved ones and health care providers is about their wishes for the kind of care they would want if they couldn’t speak for themselves. (90% say this is important, but fewer than 30% have done it.) The Institute for Healthcare Improvement’s Conversation Project is dedicated to ensuring that more people express their wishes for care, so those wishes can be respected. Join longtime PFA Martha Hayward and The Conversation Project’s Rosemary Lloyd, BSN, MDiv, to gain strategies, practices, and free, accessible tools for supporting people in the health triad to begin having these crucial, intimate conversations about what matters most to them. As coaches for having The Conversation, PFAs will help shift the avoidance paradigm so more patients and families get the care they want—and not get care they don’t want.

Martha Donovan Hayward, Patient Family Advisor
Institute for Healthcare Improvement
Patty Devine Webster, MPH
The Conversation Project

A Team Approach: Nursing Home Family Advisors Part of a Team to Identify Strategies to Reduce Harm in Nursing Home

Nursing home family advisors were valued team members and contributed to the development of a key resource to improve the quality of life through safer care for nursing homes residents across the country. The Quality Innovation Network National Coordinating Center (QIN NCC) Nursing Home team together with nursing home family/representative advisors identified and shared strategies and practices to prevent harm for America’s nursing home residents. Advisors shared the resident/family perspective as we worked to balance safety strategies with each resident’s rights, and preferences. Join us as we share tips, lessons learned, and the impact of engaging family advisors in this initiative.

Kaylie Doyle, MBA
Mary Schramke, PhD., MBA, Patient Advisor

Building Patient Priorities Care: Improving Care by Working Together

Patient Priorities Care (PPC) puts patients’ priorities, defined as patient-defined health outcome goals and care preferences, at the center of healthcare, and aligns clinical decision-making around these priorities. Since 2014, a broad group of stakeholders including patients, caregivers, clinicians, researchers, and others have worked together to develop a new healthcare approach for people with multiple chronic conditions. From the beginning, patients and families participated as partners in designing, implementing and disseminating PPC. This workshop explores strategies, outcomes, challenges and solutions to engaging patients and families in research to shift the culture of care so patient priorities at the center.

Rosie E. Ferris, MPH
Caroline S. Blaum, MD., MS.
NYU School of Medicine
Stephen Hoy
PFCC Partners


Track 3

Sustainable & Effective Advisory Structures

How to Foster a Healthy and Thriving Family Advisory Council

This presentation will share how we sustained a fully integrated Family Advisory Council that has withstood the test of time and ever-evolving healthcare landscape, by valuing, supporting and together creating meaningful work which aligns with our organizational goals.

Donna Provenzano
Director Family-Centered Care
Linda Waddell
Family Faculty
Patricia O’Hanlon
Family Faculty Manager
Children’s Specialized Hospital

PFAC-Driven Project: Expanding the Hospital’s Compassionate Listener Program

The ICU Compassionate Listener program was started six years ago at St. Francis Medical Center as the result of a family member’s lived experience with his son in the ICU following trauma, and partnership with hospital administration. The program has grown to expand the number of Compassionate Listeners using the hospital’s adult volunteer pool.

Gina Dalrymple, RN MSN
Santiago Ortega, Patient Family Advisor
Alice Gunderson, Patient Family Advisor
Verity Health St. Francis Medical Center


Our Transformational PFAC Pathway to Success

To make Patient and Family Centered Care truly “how we do business”, it is essential that leaders, committees and co-design teams understand how and why partnering with patients is essential to improving care. We will highlight the value of executive sponsorship and present our 5-part “Pathway to Success”. Case studies demonstrating how our patient advisors have impacted our Kaiser Permanente organizational strategic initiatives will be presented. This pathway has improved council effectiveness leading to a ‘continuous cycle’ where more positive results lead to more demand for future patient engagement, adding positive energy and additional impactful outcomes emerging from this work.

Linda Fahey, RN, NP, MSN
Kerry Litman, MD., CPPS
Susie Becken
Patient Advisory Co-Chair
Susan Mahler
Patient Advisor Co-Chair
Kaiser Permanente Southern California

Leveraging and Integrating Patient Centered Projects Across a Multiple State Health Care Organization

HealthInsight will present a practical model on how to spread successful patient and family engagement projects across a multi-state organization with varying degrees of PFAC development and service focus.

Joan M. Gallegos, MSN., RN
Juliana Preston, MPA
Jan Lambert, Patient Family Advisor
Jodi Hansen, Patient Family Advisor
HealthInsight Utah

Track 4

Patient Family Engagement in Federal Programs

Coaching for Success: Essential Skills and Methods to Advance PFE in Hospitals and Health Systems

Many healthcare settings have made some progress in advancing patient and family engagement performance, but others still have a long way to go to demonstrate meaningful and measurable patient and family partnerships. Teams need effective coaches in order to improve their performance in patient and family engagement. Patient and family advisors and other team members should develop effective coaching skills to help teams achieve more consistent and impactful behaviors, attitudes, and actions that promote patient and family partnerships. This session will introduce participants to several coaching models, skills development methods and strategies to improve their personal coaching style.

Sue Collier, MSN RN, FABC
Senior Advisor, Patient and Family Engagement
American Hospital Association/Center for Health Innovation
Tara Bristol Rouse, Patient Family Advisor

Creating Change Through QIN-QIO BFAC

Learn about Telligen’s unique approach of regionalizing our Beneficiary and Family Advisory Council across three states, bringing in the perspective of rural and urban communities, along with insight from diverse beneficiaries, caregivers, and advocates. We will share our multi-faceted approach, used in our first year, in how we have oriented advisors to our work and collaborated with them on our task strategies.

Frann Otte
Telligen QIN-QIO
Kristen Marino, PCMH, CCE
David L. Thomas, M.D.
Pat Critchfield, Patient Family Advisor

Partnering with a Patient & Family Advisory Council (PFAC) to Enhance Outcomes

In this session, members of New England QIN-QIO and their PFAC will explore how they are partnering to enhance quality and spread patient engagement practices across New England.

Randy Gonchar, Patient Family Advisor
Vicki Crowningshield, MPH, PCMH, CCE
Healthcentric Advisors/NE QIN-QIO

Meaningfully Moving PFE: Capturing the Impact and Lessons Learned from Acute Care and Beyond

Person and family engagement has been acknowledged as one of the most important catalysts to improving patient outcomes and transforming healthcare, the linchpin in advancing the outcomes we seek, where clinical care alone cannot achieve. Through intentional person-centered quality improvement efforts, meaningful metrics to gauge PFE implementation and performance have been established. These measures have enabled the identification of best practices and demonstration of positive correlational impact on clinical quality performance, such as readmissions and adverse drug events, as well as overall enhanced progression towards advanced alternative payment models offering value-based reimbursement.

Kady Reese, MPH, CPHQ
Iowa Healthcare Collaborative
Kellie Goodson, MS, CPXP
Vizient, inc.




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