Creating a Culture of Consumer Engagement
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Creating a Culture of Consumer Engagement. January 25, 2011. Overview. History/Mission of the National Partnership Defining “Patient Centered Care” The Case for Patient-Centered Care and Consumer Engagement Priorities in Implementation. Definitions. Institute of Medicine:

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  • History/Mission of the National Partnership

  • Defining “Patient Centered Care”

  • The Case for Patient-Centered Care and Consumer Engagement

  • Priorities in Implementation


  • Institute of Medicine:

    • Care that is respectful of and responsive to individual patient preferences, needs and values, and ensuring that patient values guide all clinical decisions.

  • Planetree

    • An approach to the planning, delivery and evaluation of care grounded in mutually beneficial partnerships among providers, patients and families. It redefines relationships in health care.

Definitions ctd
Definitions, ctd.

  • Consumers & consumer orgs:

    • Whole person care

    • Coordination and communication

    • Patient support and empowerment

    • Ready access

Change the paradigm debunk the myths
Change the Paradigm:Debunk the Myths

  • Myth #1: What patients say they want is nice and important but we don’t have time – what matters is clinical outcomes.

  • Myth #2: Doctors/clinicians know what patients want.

  • Myth #3: Patients always want everything.

  • Myth #4: If we just build the system the right way, they will come.

Why do it
Why Do It?

  • Magic 8 Ball: All Signs Point to Yes…..

    • Affordable Care Act, new models of care, new payment approaches

  • National Quality Strategy

  • Center for Medicare & Medicaid Innovation

  • ACOs

Business case
Business Case

  • Evidence this works…*

    • Shorter length of stay

    • Lower cost per case

    • Better patient experience, HCAHPS scores

    • Improved community perceptions

    • Workforce retention

    • Better communication = fewer adverse events and malpractice claims, improved patient safety

*Charmel P, Frampton S; Healthcare Financial Management March 2008

Creating the culture
Creating the Culture

  • Leadership - at the top, but also at every level.

  • Top Strategies:

    • Expectation for collaboration with patients and families in every job description;

    • Visiting hours policies – none or flexible

    • Change of shift at the bedside WITH patients and families

    • Involve patients and families in rounds

    • Pt/Family involvement in every step of care transition

    • Pt/Family/Consumers on every hospital committee, council, etc.

    • Patient experience surveys used to improve


  • Assessment tool from IFPCC and AHA:

  • Assessment tool from Planetree: PCC Improvement Guide:

  • New toolkit for AHRQ/AIR expected in 2011

    • Guide to Patient and Family Engagement in Health Care Quality and Safety in the Hospital

  • If You Build It, Will They Come? Bechtel C, Ness D. Health Affairs May 2010, 29:5.

In a phrase
In a phrase….

  • Consumer Engagement

    • Nothing about me without me

    • If you build it, will they come?

    • Not for them, with them

Creating a culture of consumer engagement

Christine Bechtel

Vice President