EmPATHic Innovations: Patients Solve Your Problems A25, B25 | Human-centered design (HCD) is used to create products and services that match user’s needs. This session will provide an overview of basic principles of HCD. Participants will practice one tool in small groups: rapid prototyping with real patient-generated solutions. Then participants will demonstrate what they have learned by selecting where HCD tools fit in Lean, Total Quality Management, Six Sigma, and other frameworks.
|
The Role of Primary Care in Accountable Care Organizations C12 | Accountable Care Organizations can be quite complex, and not all are achieving the desired reductions in cost while improving quality and the personal experience of care. At Southcentral Foundation (SCF), an Alaska Native customer-owned and managed system that runs the two-time Baldrige award-winning Nuka System of Care, the answer has been a highly capable primary care system that brings almost everything to the individual and family through integration and co-location. This session will show how SCF’s entire system has become a true ‘learning organization’ with insatiable curiosity and innovation aligned with the deeply embedded corporate culture built from a customer-driven design.
|
Better Results WITH People with Lived Experience C22 | How can we be more person-centered in our work? How will we measure success?
This interactive session, co-led by people with lived experience and practitioners from the SCALE Initiative of 100 Million Healthier Lives, will provide a framework and practical toolkit for a variety of health and health care settings. Using an equity lens and real-world examples, this session will help participants examine their organizations’ efforts and offer opportunities to try methods to engage community members, improve outcomes, and reduce inequities.
|
Design Ideal Experiences with Focused Care Centers D04, E04 |
In order to improve quality and to deliver value along with volume, a systems approach is required to create an exceptional experience for patients. By seeing the entire episode of care through the patient’s eyes and identifying the people and places that they encounter through their journey, a Hospital Within a Hospital (HWH) and Focused Care Centers (FCC) can be built. In this session, hear outpatient, inpatient, surgical and diagnostic testing-based examples from the UPMC Bone and Joint Center of how to create, maintain and spread a standardized care model without sacrificing quality or cost.
|
Scaling Communication and Resolution Programs D26, E26 | Communication, Apology, and Resolution Programs (CRPs) are comprehensive, principled, and systematic programs to prevent and respond to adverse events. An effectively implemented CRP can improve patient respect, promote learning, and build support for providers who have been involved with a medical error. The leaders of this session will share the rationale for undertaking this CRP initiative, share the metrics to augment the spread of CRPs, present a CRP Implementation and Improvement guide, and discuss intended use of these tools.
|
Navigating Opioid Crisis: Journey Maps & Relationships D34, E34 | Improving access to treatments and support through interconnected services and programs is much more effective than simply telling people to prescribe less. In this session, you will hear two case examples of how primary care is working to address this critical challenge. It will begin with the BC Patient Safety & Quality Council’s recent journey of mapping current treatment options and support for people with substance use concerns in primary care settings. Participants will also hear from South Central Foundation, an Alaska Native customer-owned health care system that has employed a whole fabric of programs and services to meet this complicated challenge . |
Equity in Access to Palliative Care C15 | One component of persistent inequity in access for minority populations is the lack of palliative care teams in many safety net hospitals. The IHI Test of Respect (TOR) tool measures care that respects a person's values and goals. In a safety net hospital in an area with a racially segregated, largely African American population, a retrospective review of deaths of patients from the area found higher average TOR scores among patients who had seen a palliative care team member. |
Co-Designing to Empower Family Caregivers
D11, E11 | Caregivers are at risk for stress, anxiety, social isolation, and declines in physical and mental health. Telehealth provides a unique opportunity to meet their needs. Using multi-phase human-centered design (HCD), we gathered perspectives of caregivers, patients, clinicians, and administrators and co-created solutions. We designed a telehealth ecosystem to better connect caregivers, patients, and the care team. We will share HCD principles and our roadmap for integrating telehealth into inpatient and post-hospitalization care delivery.
|
