Working with Patient and Family Advisors Webinar 2: Identifying and Training Advisors Pam Dardess, MPH Principal Researcher American Institutes for Research
Learning objectives Discuss characteristics of successful and effective advisors Learn how to find and select advisors Learn what information needs to be conveyed during training, orientation, and initial interactions Understand how to problem-solve common situations and develop sustained and meaningful partnerships 2
Characteristics of successful patient and family advisors
Patient and family advisors Who: Patients and family members who receive(d) care at your organization and who want to help improve care experiences for others What: Collaborative partners in developing, revising, and making decisions about policies, procedures, and practices Why: Help you make quality and safety improvements based on patient and 4
Characteristics of successful advisors No special qualifications or expertise necessary, but helpful to look for people who: Have recent experience at your organization (within the past 3 to 5 years) Have time to devote to being an advisor (usually between 1 to 4 hours a month) As a group, reflect a broad cross-section of your organization s population 5
Characteristics of successful advisors (cont.) Are coping well with their experiences Are willing to talk about their experiences Show a positive outlook and bring a sense of humor Demonstrate a passion for improving health care for others 6
Characteristics of successful advisors (cont.) Can effectively share insights and information Can speak comfortably and openly in a group setting Have the ability to listen well Can respect the perspectives of others and work in partnership with many different kinds of people Can keep information they may hear as an advisor private and confidential 7
Identifying and selecting effective advisors
Identifying advisors Ask clinicians and staff to provide you with names Look for individuals who have provided constructive feedback in the past Ask patient relations office, patient representatives, ombudsmen, social workers for recommendations Review letters or emails from patients and family members to identify candidates 9
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Identifying advisors (cont.) Post advertisements in your facility, distribute recruitment brochures Place in public locations, admission or welcome packets, discharge packets, care instructions, include with survey mailings Advertise at support groups or other patient and family meetings Advertise opportunities on your website Work with local community groups or hold a public event / information session 11
Selecting advisors - application Ask advisors to complete an application Contact information Demographic information Dates of care experience, units on which they received care (if at hospital) Interest areas Open-ended questions: Why they want to become an advisor Previous volunteer or speaking experience Brief information about care experiences 12
Selecting advisors - interviews Interviews can be conducted in-person or over the phone Staff liaison should interview candidates, bring in other interviewers as needed (staff, other advisors) Ask about: What they would like to do as an advisor Perceived strengths and skills Ability to handle differences of opinion Time commitment 13
Selecting advisors making decisions Don t select advisors just to have them! Look at individuals and the pool of advisors as a whole select diverse and complementary skills, interests, backgrounds Inform candidates of decision in a timely manner can be via phone, email, or mail If an applicant is not selected, let them know you will keep their information on 14
Selecting advisors for quality and safety committees Typically individuals who have already served as advisors in your organization Ask hospital staff (staff liaison, committee chairs) who have worked with advisors for recommendations Be clear on time commitment Clearly explain roles and responsibilities Describe projects on which they will be working Interview with members of the committee 15
Training, orientation, and initial interactions
Orientation and training Coordinate with volunteer or training office if you have one may conduct general orientation Background about the organization and role Information about how advisors help improve quality and safety, where they sit in the organization Explanation of responsibilities and expectations for advisors and the organization Organization strategic plans Key contacts at the organization leaders, personnel 17
A word on confidentiality Advisors may have access to protected health information Ask advisors to sign confidentiality agreement Explanation of PHI and HIPAA PHI can only be used and disclosed as permitted by law can t be shared outside of health care facility, can t be shared in written, verbal, email communications unless permitted Let people know that what you see or hear here must remain here 18
Tips for being an effective advisor Provide general guidelines and helpful tips but do so in a way that doesn t inhibit input Provide examples of how to handle common situations We found that things worked well for our family when What I hear you saying is Can you walk me through this so I can picture it? I see it a bit differently 19
Tips for successful interactions Before meetings Send materials well ahead of time (agenda, materials to review, directions) Reminder phone calls or emails Day of meeting Signage!! Name tags or name tents Ensure access for individuals with disabilities, impairments, functional limitations 20
Tips for successful interactions First meeting Introductions - leave plenty of time (3-4 minutes per person) Review purpose and goals Discuss procedures and roles Discuss potential projects, upcoming activities Wrap up, action items, and next steps 21
Tips for successful interactions Establish norms and ground rules Start and end on time, policies about absence, importance of sharing the floor Don t try to tackle too much at once Be wary of information overload Communicate complex information clearly Plain language, explain clinical terms, explain QI processes, visual depiction of data Provide ongoing support of advisors Follow up after meetings to encourage participation, ask about experiences 22
Problem solving and developing sustained and meaningful partnerships
Problem solving Careful selection and training helps minimize, not eliminate, later difficulties Debrief regularly, address any problems quickly Look for ways to make the situation work Provide additional training, coaching, or mentoring Examine match between advisor skills and situation, personalities Think about whether advisors have been set up for success If all else fails, ask the advisor to step down position this as wanting to bring in new advisors and new perspectives 24
Sustaining relationships Advisors want to know that they are making a difference! Track and communicate advisor activities Circle back to let advisors know outcomes of projects Invite leadership to meet with advisors Look for opportunities to present at conferences with advisors Provide ongoing, transparent feedback and communication 25
Questions and discussion
Discussion and questions What ideas do you have for working with advisors in your organization? (Follow up on learning activity from Webinar 1) Do you have any experiences or lessons learned to share? What questions do you have? 27
Resources AHRQ s Guide to Patient and Family Engagement: http://www.ahrq.gov/professionals/syste ms/hospital/engagingfamilies/guide.html Institute for Patient- and Family- Centered Care: www.ipfcc.org Georgia Regents Medical Center: http://www.grhealth.org/patient-familycentered-care/pfcc 28
Contact information Pam Dardess pdardess@air.org 919-918-2311 @pdardess AIR s Center for Patient and Consumer Engagement: http://aircpce.org 29