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care department discharge procedures and department
performance displays, among others.
Samaritan Pacific Communities Hospital
in Newport
has seen a great response from their community members,
who are helping with the development of their new hospital.
As the patient and family advisory council groups continue
to develop and implement improvements to the patient
experience, all the councils continue to work toward
establishing best practices and sharing with Samaritan’s
other hospitals.
The ways of engaging patients and their families are as
varied as the patients themselves, and rightly so. No one
method or approach will work for every patient. That patient
uniqueness is the crux of achieving success—it’s found by
asking, listening, and genuinely caring about what is most
important to each patient and their health. It is engaging
patients and their families in a partnership of care, which
requires more than just a single means to achieve.
H
Ways Hospitals and Health
Systems Engage Patients
•
Delegating a leadership position:
Organizations
are appointing a Chief of Patient Experience
Officer, or other senior executive, responsible for
leading the hospital’s pursuit of patient-centered
care.
•
Listening to patients:
Hearing first-hand
experiences, both negative and positive, at board
and committee meetings is a powerful message that
brings purpose to the work of hospital leadership.
•
Patient-centered training:
One focus of staff
training is to move past “that’s not how we’ve
always done it” thinking, transitioning to engaging
staff in understanding their contribution to patient
experiences.
•
Shared decision-making with patients:
Recognizing the patient as a member of his or
her own care team and sharing decision-making
between the hospital, physician(s), patients and
their families is becoming a high-value component
of patient-centered care. Many of these methods
help to enhance the hospital’s efficiency and
prevent readmissions:
•
Patient navigators help patients access needed
care and services across the continuum of
care and help to ensure they can and do follow
treatment plans.
•
Staff or volunteers can help patients with
decision support.
•
Many organizations are exploring the use of
technology to involve patients in managing
their health and to also enable physicians to
understand if and how patients are adhering to
treatment plans.
Oregon hospitals that participated
in the OAHHS Patient & Family
Engagement Collaborative:
Asante Ashland Community Hospital
Good Samaritan Regional Medical Center
Kaiser Sunnyside Medical Center, Clackamas
Kaiser Westside Medical Center, Hillsboro
Lake District Hospital, Lakeview
Legacy Emanuel Medical Center, Portland
Legacy Good Samaritan Medical Center, Portland
Legacy Meridian Park Medical Center, Tualatin
Legacy Mount Hood Medical Center, Gresham
Randall Children’s Hospital at Legacy, Portland
Mercy Medical Center, Roseburg
PeaceHealth Peace Harbor Medical Center, Florence
PeaceHealth Sacred Heart Medical Center – University
District, Eugene
St. Charles Bend
St. Charles Madras
St. Charles Prineville
St. Charles Redmond
Providence Portland Medical Center
Providence Milwaukie Medical Center
Providence Willamette Falls Medical Center
Samaritan Albany General Hospital
Samaritan Lebanon Community Hospital
Samaritan North Lincoln Hospital, Lincoln City
Samaritan Pacific Communities Hospital, Newport
Shriners Hospital for Children, Portland
Sky Lakes Medical Center, Klamath Falls
Saint Alphonsus Medical Center – Ontario
Tillamook Regional Medical Center
Tuality Healthcare, Hillsboro
Wallowa Memorial Hospital, Enterprise