In fiscal year 2018, Penn Medicine cared for patients nearly six million times in its facilities. The voices of those patients are important and inform the daily care that is provided across the health system. And the key is capturing those voices as well as the voices of their family members. “The patient is at the root of everything we do,” said Craig Loundas, AVP of Penn Medicine Experience. “Hearing their perspective helps us improve our care.”
As part of the Penn Medicine Experience Standards and Definition work, patients and family members were interviewed and asked about their experiences. Patients and family members were also part of a group of 40 people that participated in two, half-day working sessions that contributed to the final version of the “BE” Standards.
Patient and Family Advisory Councils (PFACs) are another way to capture insights and feedback. The councils create opportunities for communication among patients, families and caregivers. At Pennsylvania Hospital (PAH), input from patients and families was a factor in the cafeteria renovations and in making improvements to the role of the unit clerk. A new patient information brochure also reflects feedback that came through the Patient and Family Advisory Council.
At HUP, feedback led to a class that was developed to help oncology nurses feel more supported. More than 70 nurses have participated in the class. Patient and family input was also key in the redesign of a C. diff educational brochure. At Princeton Medical Center, a 15-minute prayer and meditation service is held each day at noon, with a different religion being featured daily. The service brings the community together and promotes wellness. The service also helps Princeton Medical Center keep in touch with patients and families.
Press Ganey surveys continue to provide an avenue for timely feedback from patients. “Patients typically receive the survey within 24 hours of a hospital discharge or provider visit,” Loundas said. “Survey results are constantly analyzed for ways to improve the patient experience.”
The new year brought with it some new ideas for sharing the voice of the patient. A traveling Listening Lab is set to launch in October. The multimedia exhibit will capture patient and employee stories and bring them to entities across the health system. The goal is to increase awareness of the art of listening and the impact on the patient experience.
To learn about some of your exceptional colleagues and how they live the Penn Medicine Experience, watch three very special patients recount their Penn Medicine Experience at https://bit.ly/2RYbLdr. To share your own story, visit pennmedicine.org/PMX.
For more information on the Penn Medicine Experience, visit https://bit.ly/2FCYVdP or email Craig.Loundas@pennmedicine.upenn.edu.