Patient Experience Council GUIDING PRINCIPLES. for Patient-Experience Centered Care. sullivaninstitute.org

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1 Patient Experience Council GUIDING PRINCIPLES for Patient-Experience Centered Care sullivaninstitute.org

2 Patients are the Owners of their health, partnering with healthcare professionals and systems to attain and maintain wellness. The Patient Experience Council (PXC) understands that a patient-experience centered healthcare delivery model benefits individual patients, as well as healthcare professionals and the system as a whole by enabling increased safety, improved clinical outcomes, enhanced relationships, and reduced costs. Patient-Experience Centered healthcare is: Driven by the needs, values, preferences, and limitations of the patient. Premised on shared decision-making and collaborative development of care plans. Recognizes and values the role of the patient s chosen advocate. Connected care in both a relational and technological sense. Smart care that evolves, learns, and provides actionable information in the right formats and time points along the patient journey. According to the Institute of Medicine s definition, patient-centered care includes providing care that is respectful of and responsive to individual patient preferences, needs, and values and ensuring that patient values guide all clinical decisions. PXC expands the IOM definition to include the following Guiding Principles patients expect when receiving healthcare. *For the purposes of this document, the term Patient refers to the Patient and/or their chosen Advocate (family member, caregiver or paid liaison chosen by the patient to serve in an advocacy or support role).

3 NUMBER OF CAREGIVERS 93,000,000 Guiding Principle Clearly Defined Roles The roles and responsibilities of the entire care team, including the patient and advocate are communicated to the patient, family, caregiver or power of attorney in a manner optimized for clarity, retention, and ability to share with others. (e.g., name tags that indicate name, degree, specialty, and function). All patients are encouraged and supported in knowing, understanding, and communicating their role, responsibility and accountability for the plan of care. Roles and responsibilities are authenticated, updated, and shared throughout the care continuum for the duration of the care relationship.

4 Guiding Principle 35% of cancer patients in this country receive inappropriate cancer care Patrick Soon Shiong, MD Assessment of Patient and Clinical Care Team Competencies Patient-Experience Centered Care is delivered by healthcare professionals with the appropriate skillsets, expertise, and temperament for a particular patient situation. Patients are assessed for, and included in their care with regard to, their abilities to participate actively and meaningfully in their care and decision-making. Access to care is provided in a linguistically and culturally appropriate manner to meet the needs of diverse segments of patients.

5 Guiding Principle Patient-Centered Decision-Making Clearly articulates that the patient is the ultimate decision maker for all issues related to their health. Choices are framed by the clinician, shaped by the patient s goals, preferences, values and circumstances, and implemented upon informed patient consent. 41% Inspires health systems to invest in innovating content and presentation of patient and healthcare professional education, analysis of system and population-level data for personalized decision-support, and other advances in shared decision-support. online diagnosers who say a medical professional confirmed their diagnosis 60% 24% adults who got health information or support from friends and family adults who got information or support from peers with the same health condition

6 Guiding Principle Information Access & Exchange Patients have the right to access all information generated by their care in as close to real time as practicable in a form that supports their comprehension and ability to act on and share the information with their chosen networks with the least patient burden. Access to information is designed to ensure continuity across transitions of care, dynamic patient status, and changing levels of patient activation. Patients have the right to affirmatively designate, and to update or change the designation, as to who has a right to view, edit and use their data, and for what purpose and for what timeframe it will be used. Hospitals providing online patient access to view, download and upload admission information

7 Guiding Principle Information Accuracy Clinicians and healthcare systems have a responsibility to ensure the accuracy, veracity, and comprehensiveness of the information they document in patient medical records. Ensure patients have the ability to clarify clinical information and input patient-generated data. Use of patient health data in clinical decision-making allows for inspection, proof of provenance, and process for correction. 89% PATIENTS EAGER TO OFFER FEEDBACK ON EHRs

8 Guiding Principle Privacy & Security Patients have the right to have their data stored and managed through processes and policies that ensure security and privacy. Health Systems allow access to information only to authenticated personnel with an appropriate approved purpose for use of this information. Changing goals, preferences, and permissions of the patient are captured and updated along the care continuum MILLION Individuals Experienced a HIPAA Privacy or Security Issue

9 Return on Investment in Patient- Experience Centered Care Delivery May Be Achieved Through: Improved Performance to meet Quality Measures: Patients supported and respected as partners in their care accept greater accountability for the success of their care plan improving clinical outcomes. Improved Patient Satisfaction, Loyalty and Referrals: Patients receiving personalized, positive care and ongoing support for achieving their health goals are more likely to return to and refer others to their healthcare professional and system, rating them higher on surveys, reviews, and consumer media. Improved Healthcare Professional Satisfaction: Reduced turnover and burnout from increased efficiency and better ability to understand and meet patient needs. Improved Patient Safety: Leveraging patient involvement has been shown to reduce medication and surgical errors. Innovation Halo: Building a reputation by implementing PXC Guiding Principles for Patient-Experience Centered Care distinguishes healthcare professionals and systems within local and national markets with patients, purchasers, and policymakers

10 SOURCES Source: Pew Internet Health Tracking Survey, August 07 September Source: CNBC video, CEO s Tackle Healthcare. Interview with Patrick Soon Shiong, MD. Source: Health Online Source: The information in the studies was collected by the Centers for Disease Control and Prevention s National Center for Health Statistics and the American Hospital Association in 2013 Source: ihealthbeat.org Study: Asking for Patient Feedback Improves Accuracy of EHRs. Source: Healthcare IT News, SAN JUAN, PUERTO RICO February 18, 2014