March 2017
Issue 100
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Partnerships in Interprofessional Education –
New Online Resources

Langone exam room copy
Family Faculty, Hassenfeld Children's Hospital of
New York at NYU Langone

A new section of IPFCC’s website, Partnerships in Interprofessional Education (IPE) is now available for use! Focusing on the importance of integrating patients and families in the education of both health professions students and already-practicing clinicians, the section offers a number of resources to help organizations begin involving patient/family educators or expand what they are already doing. Highlights of the new online resources include:
  • An outline of key elements of involving patients and families and brief examples of how organizations are operationalizing each one.
  • Extensive profiles of programs for health professions students at the University of Arkansas Health Sciences and the University of Montreal. Both programs share concrete tools as well as key factors for success.
  • A bibliography about IPE and patient/family educators.
  • Numerous reflections from students, clinicians, and patients and families about the importance of partnerships in education.
This section of the website was supported in part by the Josiah Macy Jr. Foundation.

JHM’s Armstrong Institute for Patient Safety and Quality – Sponsor of IPFCC’s 8th International Conference 
IPFCC’s 8th International Conference on Patient- and Family-Centered Care: Promoting Health Equity and Reducing Disparities will be held in Baltimore on June 11-13, 2018. The Call for Abstracts materials will be available in May 2017. Johns Hopkins Medicine (JHM) through the Armstrong Institute for Patient Safety and Quality will be a leadership sponsor of the conference.
The Armstrong Institute for Patient Safety and Quality partners with patients and their loved ones to eliminate preventable harm, improve patient outcomes and experiences, and reduce waste in health care. Led by Dr. Peter Pronovost, the institute coordinates and oversees health care improvement work across the Johns Hopkins Health System. Delivering patient- and family-centered care to all patients, regardless of identity or background, is a major thrust of both research and operations work at the institute.

The Patient Experience Council under the Armstrong Institute, and led by Chief Patient Experience Officer Dr. Lisa Allen, ensures a learning environment and sharing of best practices across Johns Hopkins Medicine. With support from this team, there are 16 patient and family advisory councils (PFACs) spanning the continuum of care. These councils not only advise specific entities, but also work together through a steering committee that helps spread lessons and innovations. For instance, recognizing that PFAC memberships must be more representative of diverse patient populations, the communities recently began holding “Patient and Family Cafes” – discussions with members of the community about how to improve the experience.

Intertwined with the pursuit of patient- and family-centered care are efforts to address health care disparities. The Armstrong Institute is working in partnership with Dr. Lisa Cooper, Johns Hopkins Medicine’s Vice President for Health Care Equity to identify and address disparities in care across Johns Hopkins Medicine. Under Dr. Cooper’s leadership, the Johns Hopkins Health Equity Steering Committee was formed to develop a system-wide plan to address health care disparities and to employ effective patient-centered solutions among socially at-risk populations.

Primary Care Corner – Radiology at Jamaica and Flushing Medical Centers
IPFCC is partnering with the Patient-Centered Primary Care Collaborative (PCPCC) as part of its Transforming Clinical Practice Initiative (TCPI) Support Alignment Network (SAN). This column provides highlights from the field. 
Head shot - Sabiha Roof 
Sabiha Raoof, MD, has a number of distinguished roles – CMO, Patient Safety Officer, and Chairperson in the Departments of Radiology at Jamaica and Flushing Medical Centers in Queens, NY. However, her passion for person and family engagement (PFE) is fueled by her own experience as a patient and breast cancer survivor. Despite her expertise as a medical professional, she found it overwhelming, disjointed, and the opposite of patient-centered. She realized how much more difficult it must be for other people who do not interact daily with the health care system, when they are faced with difficult health care diagnoses.

In her own radiology practice, Dr. Raoof is most proud of creating an effective way to capture the patient voice – a simple point-of-care text survey that is sent to the patient’s phone within three hours of leaving an appointment. It asks five simple questions. The response rate has been 10-15%. As soon as the patient responds (the average response time is 45 min.), a designated staff person follows up by phone with those not satisfied with their experience. A 24-hour report is then sent to department administrators. Listening to the patients’ concerns has helped staff identify areas for improvement and learn about patient suggestions for ways to make care better for others. “We are integrating the patient voice real time. Each day, I receive a summary of patient feedback from the last 24 hours. Our patient satisfaction has improved but one of the most surprising and positive outcomes has been the boost in employee morale,” says Dr. Raoof.

At Jamaica Hospital, Dr. Raoof also started another innovative program to hear more directly from patients about their needs. She began visiting patients on one of the floors, listened to them, and helped solve issues – both small and large. Soon other clinicians and staff joined her on these weekly “Make a Difference” or MAD rounds. The MAD rounds, including a video, are featured in a case study, When the Radiologist Becomes the Patient, developed by the American College of Radiology.

Spotlight on TCPI Person and Family Engagement Performance (PFE) Metrics
In the next few months, the Primary Care Corner will continue to highlight key PFE metrics and share resources to help ambulatory practices embed PFE performance standards into the way they provide care and operate their practices/clinics. TCPI practices are expected to implement these PFE standards as part of their participation in the initiative.

Below, we briefly explore the metric, Point of Care, Active E-Tool Use.

“Does the practice use an e-tool (patient portal or other E-Connectivity technology) that is accessible to both patients and clinicians and that shares information such as test results, medication lists, vitals and other information, and patient record data?”

Being able to share information with patients outside the office visit is an important part of engagement and partnership. Studies have shown that 40-80% of the medical information patients are told during office visits is forgotten immediately, and nearly half of the information retained is incorrect. E-tools such as a secure patient portal that is bi-directional where patients and the clinical team can communicate information, pose questions, and respond to non-urgent needs help improve information-sharing.

The following resources provide more information about implementation of e-tools to promote engagement:

Visit the PCPCC Support and Alignment Network website for information on upcoming events, as well as resources and other information to support patient- and family-centered care.

If you already partner with patients and families to improve primary or ambulatory care and want to share your successes or learn more, IPFCC hosts a free online learning community for Primary and Ambulatory Care Partnerships on its PFAC Network. Additional discussion on the PFE Metrics will occur through this online community. For more information about joining, please contact Mary Minniti.

New Resources for Hospitals Through the Partnership for Patients 
The Partnership for Patients (PfP), a CMS-funded initiative, is a public-private partnership working to “improve the quality, safety, and affordability of health care for all Americans.” PfP promotes the engagement of patients and families as essential partners in care and in helping improve safety and quality.

Webinars, resources, and tools are developed and made available to anyone who registers on the on the Healthcare Communities website and joins the PfP community. New PfP resources that are now available, include:

A trainer guide and a toolkit, How to Create and Sustain a Patient and Family Advisory Council (PFAC) to Improve Patient Safety provide instructions and materials to prepare for and deliver training to hospitals about beginning to partner with patient and family advisors.

The Health Equity Roadmap Addendum, discusses how the six overarching strategies for person and family engagement that are detailed in the PfP 3.0 Strategic Vision Roadmap for Person and Family Engagement can help hospitals achieve equity in health care quality and safety.

These and other resources can be accessed on the Healthcare Communities site.

In this Issue 
  • Partnerships in Interprofessional Education – New Online Resources

  • JHM’s Armstrong Institute for Patient Safety and Quality – Sponsor of IPFCC’s 8th International Conference
  • Webinars

  • Primary Care Corner – Radiology at Jamaica and Flushing Medical Centers

  • From Our Canadian Colleagues
    • Healthy Quality Ontario
    • Health Quality Council of Alberta (HQCA)
  • Scholarships for Conference Participation – Empowering Health Care Consumers
  • IPFCC Staff Member Kelly Parent Receives “Women Helping Women” Award
  • Join IPFCC to Celebrate Its 25th Anniversary
  • New Resources for Hospitals Through the Partnership for Patients
Upcoming Webinars 

Communication Essentials for Patient- and Family-Centered Care

Jill Golde, MS
Language of Caring

Get more details and register.

Registrants will receive an e-book from Jill Golde and her team: Patient-Centered Care Insights – Selected Articles and Tools from the Language of Caring Team.

Partnering with Security to Sustain PFCC in Escalated Situations

Perry Spencer, CPP, CHPA
University of Michigan Division of Public Safety and Security

Kelly Parent, BS 
Michigan Medicine

Get more details and register.


Patient and Family Involvement in Change of Shift Report

Terry Griffin, MS, APN-BC
St. Alexius Medical Center

*CNE Credit Available*

Registration and details coming soon.
Featured Webinar Recordings

Missed one of these IPFCC webinars? Register to view the recording!

Better Together: Changing the Concept of Families as “Visitors” in Hospitals

Responding to Medical Errors in a Patient- and Family-Centered Environment

Defining the Role of a Patient- and Family-Centered Care Staff Liaison

View More Recordings.

IPFCC Webinars are a cost-effective educational resource. Cost is per line, so a group of any size can participate from the same location on one line. Learn more
From Our Canadian Colleagues:
Health Quality Ontario
Health Quality Ontario is the advisor on the quality of health care in the province. Recently, Health Quality Ontario’s Patient, Family and Public Advisors Council published its “First Annual Review.” The report as well as the resources on the Council’s website section, “Engaging Patients,” offer useful information to hospitals and health systems that are beginning patient and family advisory councils. Read the report.

Health Quality Council of Alberta (HQCA)
Research has shown that patient and staff safety and other important outcomes are strongly tied to the actual health care environment. HQCA has published an online “human factors framework” emphasizing the importance of involving patients and families as a stakeholder group in the design and evaluation process. Download a copy of the framework and its appendices.

Scholarships for Conference Participation – Empowering Health Care Consumers

A key goal of New York State Health Foundation’s priority area to empower health care consumers is to ensure people have the tools, resources, and support they need to make informed decisions about their health care. The Foundation is committed to increasing New Yorkers’ choice and control.

Through a Request for Proposals, NYSHealth will sponsor nonprofit and other low-resource organizations in New York State to attend or present at local, state, or national conferences related to empowering health care consumers, including IPFCC’s seminars and conferences. NYSHealth will support organizations already engaged in this work and those new to this field that want to incorporate consumer empowerment into their work. Applicants will be accepted on a rolling basis.

Review the Request for Proposals.

IPFCC Staff Member Kelly Parent Receives “Women Helping Women” Award
Kelly 2017 photo
Kelly Parent, IPFCC’s Program Specialist for Patient and Family Partnerships, has been selected as a 2017 Women’s Council Leadership Honoree by the Washtenaw Community College Foundation. The Foundation was established to bring together women from the community to address barriers experienced by female students at the Ann Arbor, MI college.
Join IPFCC to Celebrate Its 25th Anniversary  
We are celebrating IPFCC’s 25 years of leading the field in patient- and family-centered care and our commitment to continue that work into the future.
 25th anniversary Pinwheel
Join us for the Gala dinner at the National Press Club in Washington, DC, November 3, 2017. IPFCC’s accomplishments under the leadership of Bev Johnson, Founder, President and CEO, will be recognized. More information will follow in the upcoming months about this special celebratory event. And, please consider making a contribution to IPFCC to support and expand its work.  



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Founded in 1992 as a nonprofit organization, the Institute for Patient- and Family-Centered Care (IPFCC) works to advance the understanding and practice of patient- and family-centered care in all settings where individuals and families receive health care.


Institute for Patient- and Family-Centered Care
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