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GHAREF HEN Welcome to the MATCH Collaborative PreWork Session. July 31, 2013. Medication Reconciliation Using the MATCH Toolkit. “ Presented to ” Georgia Hospitals July 31, 2013 Kristine Gleason, MPH, RPh - C linical Quality Leader, Northwestern Memorial Hospital

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GHAREF HEN Welcome to the MATCH Collaborative PreWork Session

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    1. GHAREF HENWelcome to the MATCH Collaborative PreWork Session July 31, 2013

    2. Medication Reconciliation Using the MATCH Toolkit “Presented to” Georgia Hospitals July 31, 2013 Kristine Gleason, MPH, RPh - Clinical Quality Leader, Northwestern Memorial Hospital Vicky Agramonte, RN, MSN - Project Manager, Healthcare Quality Improvement Program , IPRO

    3. Today’s Objectives Provide an introduction of the MATCH Toolkit Discuss pre-work requirements to participate in the MATCH-lite Collaborative Discuss strategies to link medication reconciliation with current initiatives

    4. MATCH “lite” Collaborative Timeline • July 17, 2013 HAC Call to introduce collaborative • July 31, 2013 Introduction to the MATCH toolkit and Collaborative Pre-work • August 20, 2012 Regional Meeting – Savannah • August 27, 2013 Regional Meeting – Atlanta • September/October Coaching Calls – Date/Time TBD

    5. A Focus OnMedication Reconciliation A process to decrease medication errors and patient harm by: • Obtaining, verifying, and documenting patient’s current prescription and over-the-counter medications; including vitamins, supplements, eye drops, creams, ointments, and herbals • Comparing patient’s pre-admission/home medication list to ordered medicines and treatment plans to identify unintended discrepancies • Discussing unintended discrepancies (e.g., those not explained by the patient’s clinical condition or formulary status) with the physician for resolution • Providing and communicating an updated medication list to patients and to the next provider of service at discharge 5 Adapted from The Joint Commission National Patient Safety Goal 03.06.01

    6. Current Evidence to Reduce Readmissions: Implementing Bundled Interventions Source: Hansen et al. Interventions to Reduce 30-Day Rehospitalization: A Systematic Review. Ann Intern Med. 18 October 2011;155(8):520-528. Note: Individual components of these change packages have not been tested by themselves and might not reduce the risk for 30-day rehospitalization. 6

    7. Does Medication Reconciliation Impactthe Patient Experience? Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) Domains: • Communication with Nurses • Communication with Doctors • Responsiveness of Hospital Staff • Pain management* • Communication about medicines* • Discharge information* • Cleanliness of hospital environment • Quietness of hospital environment • Overall rating of hospital • Willingness to recommend hospital *Impacted by Medication Reconciliation 7 Source: HCAHPS Fact Sheet. Available at: (accessed 2012 June 20)

    8. Opportunities to Educate and Communicate • Use Medication Reconciliation as an opportunity to educate patients on their medications throughout their hospital stay • Home medications that are continued during the hospitalization • Home medications that were discontinued and why • Ordered medications, include indication and possible side effects • Ordered as-needed (PRN) medications that are available to them by asking • Empower patients to ask questions and become active partners • Trace patients through hospital stays to identify opportunities for interaction 8

    9. “Bundling” Medication Reconciliationwith Current Initiatives Care Transitions Order, Transcribe, Clarify Procure, Dispense Deliver Educate, Discharge Med History, Reconcile Administer Monitor Phases of Medication Management Measurement / Analysis Harm Estimate/Evidence from Literature Harm Estimate/Evidence from Organization Prioritize / Implement Evidence-Based Interventions Measure Improvements / Monitor for Sustainability 9

    10. A Step-by-Step Guide to Improving the Medication Reconciliation Process MATCH Toolkit, with customizable, actionable information, is available at: 10

    11. YOUR Mission (to implement a successful med rec process) if YOU Choose to ACCEPT It Establish a Measurement Strategy Design/ Redesign the Process Implement the Process Assess and Evaluate Build the Project Foundation Webinar 1 July 11 Webinar 2 July 31 Regional Meetings August 20 OR August 27 2 Office Hours Calls Date/Time TBD Identify Team Members Process Map Develop a Charter Data Collection Plan Collect Data Identify Key Drivers Flow Chart Gap Analysis Process Design Implementation Plan Pilot Test Education / Training Monitor Performance Address low compliance Sustainability 11

    12. Use mechanisms to sustain improvement Identify the problem and goal Validate key drivers of error Measure current performance Fix the drivers of poor performance A Systematic Approach to Improvement DMAIC is a step by step process improvement methodology used to solve problems by identifying and addressing root causes Define Measure Analyze Improve Control For more DMAIC information, including free access to a toolkit and project templates, visit the Society for Healthcare Improvement Professionals website at 12

    13. Define Build the Project Foundation 13

    14. Assemble Your Team Executive Sponsor Project responsibilities: provide overall guidance and accountability, remove barriers, provide strategic oversight and appropriate resources, review progress Sponsors Project responsibilities: accountable for success, responsible for implementation of recommendations, provide tactical oversight, reach clinical consensus Improvement Leader Project responsibilities: Accountable for using DMAIC to manage project and complete deliverables in a timely manner, partner with Process Owner Process Owner Project responsibilities: Accountable for implementing, controlling and measuring the project outputs and improvements Team Members: Make significant and focused contributions to timely and successful implementation 14 EVERYONE Is Involved and Accountable!

    15. Map the Current Process A High Level Process Map is a simple picture of a complex process represented by 4-8 key steps. It is essential to better understand the processbeing improved and to gain agreement on project scope. 15

    16. How to construct a high level process map: • Get Team together - include all stakeholders • Define and agree to a process • List all participants of the process – depts., mgrs, and job performers • Define beginning and end points • Brainstorm key process steps • Determine order of process steps • Validate by physically walking through process 16

    17. Develop a Charter 17

    18. Medication Reconciliation Phase III • Linkage to NMH Goal: Best Patient Experience – Deliver care that is safe and without error. • Problem Statement: NMH has made significant strides in developing and implementing a Medication Reconciliation process organization-wide. Through close measurement and monitoring, we have identified the need for additional efforts including: process reassessment and refinement (SDS, Prentice, Discharge). With the proposed 2009 revision to The Joint Commission standard we are presented with new process design opportunities (ED, Outpatient Areas); and, a renewed focus on transfers (internal and external). • Goal/Benefit: 1)To measurably decrease the number of discrepant medication orders (both inpatient and outpatient) and the associated potential and actual patient harm. 2) Fully meet the Joint Commission’s National Patient Safety Goal #8, documentation and reconciliation of all medications at admission, transfer and discharge for all inpatients, ED visits and outpatient encounters and external transfers. • Scope: Focus on outpatient Same Day Surgery, Prentice, ED, and procedural areas, transfer and discharge processes • Deliverables: • Improved compliance of medication reconciliation through refined processes in areas stated above. • A sustainable measurement and monitoring approach to be embedded in current reporting infrastructure. • Resources Required: • We will need leadership to prioritize med rec work and facilitate manager involvement in design and implementation efforts Milestones: DescriptionDate (month, 2008-9) #1 Define Phase July #2 Measure/Analyze August #3 Improve December #4 Control January • Key Metric(s): • % inpatient Med Rec compliance at admission, transfer and discharge by discipline (MD, RN, RPh) • % inpatient Med Rec compliance by service • % outpatient Med Rec compliance at admission and discharge 18 Exec Sponsor: C Watts Sponsors: DDerman-MD, CPayson-RN, DLiebovitz–IS, NSoper-Surgery Subject Matter Expert: K Gleason Process Owner: H Brake JFoody, KOLeary–Medicine, KNordstrom–Pharmacy Improvement Leader: ML Green

    19. A Word About Scope Begin by identifying all areas within your facility where patients receive medication.

    20. Tips for Successful Chartering • Keep it simple … anyone should be able to review your charter and know what you are looking to do and why it is important • Include data … If you do not have initial data, use placeholders • Identify where the project “Starts – Stops” • Ensure your scope reflects your time horizon • Try to avoid projects over 12 months long • Estimate where necessary, refine over time … ‘something’ provides a guide, ‘nothing’ causes delays • Focus on outcomes 20

    21. Measure Establish a Measurement Strategy 21

    22. Data Collection Plan Caution: Jumping into data collection without a clear plan wastes time, energy, resources, etc. 22

    23. Collect Data • Work with the team and staff to identify potential drivers and build a data collection form • Seek assistance from the team and staff in collecting the data to increase buy-in • Observe the data collection process periodically to identify issues, errors • Graph the data you intend to collect to (1) confirm how you plan to use the data and (2) identify any missing data elements

    24. Identify Key Drivers The backside of the baseline data collection form: Identifying (& addressing) the problematic issues that drive outcomes will lead to lasting improvement Involvement of Frontline Staff is KEY 24

    25. Analyze Design/Redesign the Process 25

    26. Flow Chart • A flowchart outlines current workflow and helps identify: • Successful medication reconciliation practices • Current roles and responsibilities for each discipline at admission, transfer, and discharge • Potential failures • Unnecessary redundancies and gaps in the process 26

    27. Gap Analysis • Assess the current state of your facility’s medication reconciliation process • Identify gaps between your current process and one that comprises best practices • Collect policies, procedures, programs, metrics, and personnel that support the current process • Describe barriers and rate implementation feasibility 27

    28. Design a Successful Med Rec Process Best Practice: Develop a single medication list, "One Source of Truth” 28

    29. Guiding Principles • Clearly define roles and responsibilities • Standardize, simplify, and eliminate unnecessary redundancies • Make the right thing to do the easiest thing to do • Develop effective forcing functions, prompts, and reminders • Educate workforce, and patients, families, and caregivers • Ensure process design meets all pertinent local laws or regulatory requirements 29

    30. Strategies to OvercomeLack of Resources and Time • Get Leadership Buy-In • Let them know why they should care: Patient Safety, Public Reporting, Financial Incentives • Bundle the Work • Identify similarities among projects – get 2 things accomplished for the price of 1 • Identify Opportunities for “Quick Wins” • Prioritize changes that may be easily developed and implemented 30

    31. Homework • Complete prior to the regional meeting: • Put together a High Level Process Map for med rec. Remember: Keep it high level – No more than 8 steps • With your team, create a project charter. Use the template on the next slide • Adopt a plan to collect baseline data and audit 5 medical records for compliance with the current process 31

    32. 32

    33. Questions and Discussion Vicky Agramonte, RN, MSN Project Manager Healthcare Quality Improvement Program  Island Peer Review Organization, Inc. (IPRO)  Albany, NY 12211-2370 (518) 426-3300 X115 Kristine Gleason, MPH, RPh Clinical Quality Leader Northwestern Memorial Hospital Chicago IL 60611 312.926.9172 THANK YOU! If you want to learn more about IPRO, please visit our website at: If you want to learn more about Northwestern Memorial Hospital, please visit our website at