Improving service in cancer care: a Pecha Kucha style workshop
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Transcript of Improving service in cancer care: a Pecha Kucha style workshop
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ModeratorHelen Bevan, NHS England,
@HelenBevan
Welcome to session E1: Improving Service in Cancer Care:
A Pecha Kucha-Style Workshop
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Clarity and brevity in presentations are endangered practices
Source of image: onlignment.com
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Source of image: jennifermccrea.com
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Our eight outstanding speakers will share their experiences of improving service in cancer care
Leonard BerryJerilyn CrainRobert ChapmanJoe Holcomb
Deborah MayerBrad StuartJody WilmetLou Carbone
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Woodrow Wilson was asked by a member of his cabinet how long he took to prepare speeches:It depends....If I am to speak for ten minutes, I need a week for preparation….If fifteen minutes, I need three days….If half an hour, I need two days….If an hour, I am ready now
‘
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Woodrow Wilson was asked by a member of his cabinet how long he took to prepare speeches:It depends....If I am to speak for ten minutes, I need a week for preparation….If fifteen minutes, I need three days….If half an hour, I need two days….If an hour, I am ready now
‘ We have been preparing for
three months!
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Joel Meilleur
The holy triad of great presentations
• Be brief• Be brilliant• Be gone
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Leonard Berry, PhD,Distinguished
Professor of Marketing,Texas A&M University
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1111
Improving Servicein Cancer Care
Leonard Berry, Ph.D.University Distinguished Professor of Marketing
Mays Business School, Texas A&M UniversitySenior Fellow, Institute for Healthcare Improvement
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1212
Cancer is always life-changing and often life-
ending.
Cancer care is a high-emotion service.
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“Patients are ultra-sensitive to the doctor’s
words
as clues to whether they will live or
die.” ~ a
cancer patient
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“I wear the heart as a symbol of compassion. I truly love my patients. I often give them hugs when I see them and say goodbye.”
– Dr. David Gullion, medical oncologist, Marin Cancer Care
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The QuestionHow can we improve the service experience of adult cancer patients and their families as they make the journey from diagnosis onward?
An Ongoing Quest to Look for Answers
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5 C’s of Cancer Service
Coordinating Cancer Services
Orchestrating Experience Clues
Enabling Connection
Valuing Care Continuity
Creating Community Partnerships
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A Sampling of Cancer Service “Bright Lights”
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SETON CANCER CARE’S “BIG PINK BUS”
Community
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Monter Cancer Center’s“Shame Free” Service Culture
Clues
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Lacks Cancer Center’s Financial Navigator
Program
Coordination
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Kaiser Permanente’s “Embedded”
InfusionPharmacy
Connection
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Mayo Clinic Arizona’sSupportive Care Infusion
Center
Connection
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Seton Cancer Care’s Survivorship Navigation
and Clinic Services
Continuity
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Bellin Health’sCancer Patient Fitness
Program
Continuity
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ProHealth’s Care Support In-Home Palliative Care
Service
Continuity
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Hospice of the Valley’s Off-Hours Call Center
Connection
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A room at Ryan House
RYAN HOUSE’S “STORY OF ME” ROOM
Clues
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“We cannot always control the clinical
outcome, but we can control the
patient experience.”~ Team Leader, The Cancer
Team Bellin Health Systems
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Cancer touches us all – sooner or later, directly or indirectly. What an opportunity we have to improve the journey that patients and families make.
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Jerilyn CrainPatient Advocate
Kaiser Permanente
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The BeginningJerilyn Crain ● Kaiser Permanente ●
Patient Advisor
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“Yes Mrs. Crain, you have cancer.”
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I CAN DO ALL THINGS THROUGH CHRIST WHO
I CAN DO ALL THINGS
THROUGH CHRIST WHO
STRENGHTENS ME
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RADIATION BUS
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RADIATION BUS
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• Support Group Picture - hands
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C≠D
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Robert Chapman, MD, Director,
Josephine Ford Cancer Institute, Henry Ford Health
System
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Providing Real Service:
One Doctor’s Perspective
ROBERT CHAPMAN, MD
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Conflicts of Interest
None
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Joe Holcomb, Director, Oncology
WellnessINTEGRIS Cancer
Institute of Oklahoma
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Joe D. HolcombDirector, Oncology WellnessINTEGRIS Cancer Institute of Oklahoma
MULTIDISCIPLINARY CANCER CONFERENCES AND CLINICS
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Deborah Mayer, PhD, RNA, OCN, FAANProfessor
University of North Carolina at Chapel Hill
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The Face of Cancer
Deborah K. MayerProfessor University of North CarolinaDirector of Cancer SurvivorshipLineberger Comprehensive Cancer CenterChapel Hill, NC
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AN INTERRUPTED LIFE
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BUMPS ON THE ROAD OF LIFE
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SEASONS OF SURVIVAL
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WHEN LIFE IS SEWN BACK TOGETHER, IT HAS CHANGED
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Spiritual Well BeingSocial Well Being
Psychological Well Being
Physical Well Being and Symptoms
Cancer Survivorship
Ferrell, BR and Grant, M. City of Hope Beckman Research Institute
(2004)
Quality of Life
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The Road Home
Physical Well Being and Symptoms
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AS I AM, BEAUTIFUL AND WHOLE
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A BLUE DAY
Psychological Well Being
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MIXED EMOTIONS
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RELAY FOR LIFE – SURVIVORS’ LAP
Social Well Being
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UNITED IN BRAVERY
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Soldiers of Love
Spiritual Well Being
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CONNECTING WITH THE UNIVERSE
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CAREGIVER
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UNCHARTED
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Picking up my pieces
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SEARCHING: THE ANSWER IS OUT THERE
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THE ROAD TO SURVIVAL
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The Face of Cancer
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Brad Stuart, MD, Chief Medical Officer, Coalition to Transform
Advanced Care
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Care Beyond CureBrad Stuart MDChief Medical Officer
Coalition to Transform Advanced Care(C-TAC)
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How can we blend the best treatment for patients…
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…with the best caring for people?
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We can confront the threat of cancer…
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…with teams of clinicians who bring care…
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…to people where they live.
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We can practice deep listening…
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…so people may truly be heard.
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Help people adapt to life’s challenges…
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…and discover what really matters to them.
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Help them see all their options…
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…so they can choose for themselves.
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Help them make decisions now…
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…so loved ones aren’t left to decide.
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Help people see in the dark…
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…so they can find the water of life.
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Then we can provide the best treatment…
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…as part of real health care.
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Then we can find healing together…
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…and bring it to a thirsty world.
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Jody Wilmet, RNVice President
Bellin Heart and Vascular Center
Bellin Health
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Lessons Learned:Building New Cancer Center
Jody Wilmet, RN, BSN, MSVP Cancer Services
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What did our cancer
patients want?
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Don’t make us come to the hospital for
treatment
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Add facility pic
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We want better access to care
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Give us top notch physicians
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We want our doctors to know us and
talk to each other
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Give me a support person
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What Cancer??
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Find new pic of wedding
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Lou CarboneCEO
Experience Engineering
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© 2015, All Rights Reserved. Experience Engineering, [email protected]
“you cannot NOT have an experience…
…the question is, how managed or haphazard is that experience?”
Lou Carbone,President & CEO
Experience Engineering, Inc.
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© 2015, All Rights Reserved. Experience Engineering, [email protected]
clues emotions attitudes behavior
AffectShape
Drive
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© 2015, All Rights Reserved. Experience Engineering, [email protected]
types of clues that customers experience
what we taste
what we feel
what we see
what we hear
what we smell
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© 2015, All Rights Reserved. Experience Engineering, [email protected]
categories of clues
humanic clues
emotional
mechanic clues
emotional
functional clues
rational
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© 2015, All Rights Reserved. Experience Engineering, [email protected]
what kind of experience do these clues create?what if we managed these clues?
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ExperienceDesign
ExperienceManagement
System
WHAT
HOW
Culture / Clue Consciousness
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© 2015, All Rights Reserved. Experience Engineering, [email protected]
"People will forget what you said. They will forget what you did, but they will never forget how you made them feel."
Maya Angelou