The Gila River Health Care Corporation Patient–Family Centered Care and the CHS Referral Ginger Fligger, MBA July 25, 2007 National IHS CHS Training-Best Practices PRESENTATION OBJECTIVES • To know what aspects are involved in “challenging the process” • To have a clear understanding of Patient and Family Centered Care • To understand how Patient and Family Centered Care impact the CHS referral process CHALLENGING THE PROCESS • Search out challenging opportunities to change, grow, innovate and improve • Experiment, take risks, in order to find a new and better way of doing things • Recognize good ideas and support those ideas • Learn from our failures as well as our successes OPPORTUNITIES • Treat every job as an adventure • Question the status quo • Shop for ideas • Learn a new skill • Destroy routines PATIENT-FAMILY CENTERED CARE What is it? • Patient-Family Centered Care is founded on the understanding that the family plays an important part in the patient’s health and well being. • The patient defines their “family” and determines how they will participate in their care and decision-making. • It involves patients and families in helping shape current and future programs, services, facilities, safety initiatives and other aspects of the organizations operations and healthcare delivery. PATIENT / FAMILY CENTERED CARE WEARING NEW GLASSES If you saw the hospital and clinic through the eyes of a patient What would you change to improve the experience of care at our hospital and clinic?? So what does it look like? • How will Patient-Family Centered Care look through the eyes of our PATIENTS? • How will Patient Centered Care look through the eyes of LEADERSHIP? • How Will Patient Centered Care look through the eyes of the MEDICAL STAFF? • How Will Patient Centered Care look through the eyes of STAFF? Patient Family Staff Mission Goals Vision PATIENT- AND FAMILY CENTERED CARE THE FOUR PRINCIPLES OF PATIENT- AND FAMILY CENTERED CARE ARE: • DIGNITY AND RESPECT • INFORMATION SHARING • PARTICIPATION • COLLABORATION EXAMINE WHERE DOES THE PATIENT FIT INTO THE CHS REFERRAL PROCESS? (Handout) • Does the patient really want this referral? • What day and time work best • Contact information (e-mail) • Transportation BENEFITS • Gets the Medicaid process started • Savings to CHS • Increase patient compliance • Increase patient understanding of what to expect SOME OF THE BESTPRACTICES OF PATIENT AND FAMILY CENTERED CARE ORGANIZATIONS • Empower patients to actively participate. • Treat patients as individuals with different “definitions of wellness” instead of a diagnosis. • Emphasize building relationships with their patients. • Focus on education and prevention. • Have alternative therapies available. • Create a natural and supportive environment that is culturally sensitive. • Collaborate with patients and their family to provide a patient-family centered environment. • The Facility is designed to optimize the patient’s experience and accessibility.
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