CARe and PFAC:
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CARe and PFAC: How patient input helped BIDMC’s Communication, Apology, and Resolution program to succeed Health Care For All Webinar March 12, 2014
description
CARe and PFAC: How patient input helped BIDMC’s Communication, Apology, and Resolution program to succeed. Health Care For All Webinar March 12, 2014. BIDMC’s PFAC. Started in 2010 Composition: 17 patient/family advisors, 6 staff - PowerPoint PPT Presentation
Transcript of CARe and PFAC:
CARe and PFAC:How patient input helped BIDMC’s
Communication, Apology, and Resolution program to succeed
Health Care For All Webinar March 12, 2014
BIDMC’s PFAC
Started in 2010 Composition: 17 patient/family advisors, 6 staff Invite staff to present and welcome staff to request
the opportunity to present Strategic “in-reach” to staff working on quality and
safety issues Goal: Align work of PFAC and work of hospital
What is Communication, Apology, and Resolution?
A transparent and honest approach to adverse events.
Components of CARe:
Culture of Safety, including encouraging reporting Communication with patients when things go wrong Empathy and apology
An apology of responsibility will be given if there was an error. Timely and fair injury compensation outside of the court
system Attorney representation is encouraged
Improvement of systems and practices through learning from adverse events, and reporting the improvements to harmed patients
What is MACRMI?
MACRMI: The Massachusetts Alliance for Communication and Resolution following Medical Injury An alliance of patient advocacy groups, hospitals, their
insurers, and statewide provider organizations committed to transparent communication, sincere apologies and fair compensation in cases of avoidable medical harm. BIDMC is a member of this organization.
www.macrmi.info
MACRMI Membership
PFAC’s Work for CARe, 2013 - 2014
Assist in developing our CARe Patient Brochure help clarify CARe’s purpose find an appropriate tone determine ways that it could be more helpful to patients
Review our Patient Best Practices Document ensure that the Best Practices describe how patients would want to
be treated after an adverse event create consistent clarity and tone in the document
Assist in redesigning the required Massachusetts DPH SRE letter templates help us understand possible patient reactions to these required letters improve the letters to better serve their purpose
CARe Patient Brochure
Purpose of brochure: To help patients better understand what CARe is, and how it works.
Audience: Patients in general, but mainly those who have experienced an adverse event.
PFAC’s Contributions: Greater emphasis on communication Clarify the “decider” in each step of the process Clarify how to initiate the process if you’re a patient Clarify legal rights Elimination of the word “money” Addition of clearer “bulleted” formatting throughout
Front Cover
Inside FlapBack Cover
The CARe Patient
Brochure
CARe Best Practices for Patient Interaction
Purpose of the document: to make it clear that patients are an essential part of the CARe process, and to guide CARe sites in how to best work with patients who have been harmed.
Audience: Staff at CARe sites (and potential sites) PFAC’s Contributions:
Simplify the language, and bold important points of practices so that staff can read quickly and easily.
Add a separate practice that focused on Listening.
Soon to be on our website: www.macrmi.info
Revised Best Practices
State-Required DPH letters for SREs
Massachusetts health care facilities are required to send letters to patients at 7 and 30 days after an event, if they experience what the state calls a Serious Reportable Event (adverse events that are seriously harmful to patients such as hospital acquired infections, wrong site surgeries, falls, etc.) Audience: Patients who have been harmed Purpose of the document: to ensure that patients are fully
informed about adverse events they experienced
PFAC’s Contribution to the DPH Letters
Reframe each letter entirely! Human First – we are telling you because we are
committed to being transparent and to treating you like a human being, not because we’re required to by law.
Bigger concerns Discussion first Reopening the wound Transfer of personal information
New DPH 7 and 30 Day letters
Rewrote both letter templates entirely, based on feedback
Now in use at BIDMC, with future expansion to our affiliates
Associate Commissioner of the DPH reviewed and really liked them, and appreciated our joint effort
PFAC Member Perspective
• Appreciate the concept of apology without blame.
• Able to give insight regarding how a patient might view the situation.
• Thrilled there is a forum for patients who feel something has been done that deserves attention but may not want a suit.
• Makes the institution more human and the patients feel more respected.
Questions?
Contact information Pat Folcarelli, Director of Patient Safety
[email protected] Melinda Van Niel, Project Manager, CARe/MACRMI
[email protected] Elana Premack Sandler, Project Leader, Patient and
Family Engagement [email protected]
Holly Thomas, PFAC Member [email protected]
How Can PFAC’s Get Involved? Ask your organization how it’s currently handling
communication following medical harm. Ask to see the letters that they are mandated to send out to
patients. Maybe you can provide improvement Find out how they are providing emotional support to
patients and families following harm. Let them know about MITSS
Ask if they are doing early compensation on cases meet criteria.
Ask if they have any PFAC members who are assisting in the Root Cause Analysis (RCA).
