What is Person-Centred Care (PCC)?
An Introduction to Patient Engagement and Patient Experience of
Care
What is PCC? Why is Patient This session will provide a comprehensive introduction
Engagement Important? to main concepts, principles and domains for PCC. It
Introduction to Patient will explain the importance of patient engagement and
Experience & Satisfaction the value of patient experience and patient satisfaction.
Culture of Person-Centredness : Key Principles to Enhance Patient Experience and Transform Care
Person-centred care and patient experience are
considered key dimensions of healthcare quality. This
session will provide information on the key terms and
concepts of person-centred care and patient
experience; the evidence around the impact of these
Key Principles to Enhance dimensions on health and healthcare outcomes; the
Patient Experience and main determinants of patient experience; the current
Transform Care Towards a situation, existing needs, challenges and opportunities
Culture of Person- for improvement; and the fundamental principles to
Centeredness enhance patient experience and transform care towards
a culture of person-centeredness. This session will
conclude with a few examples of practical and
evidence-based initiatives to enhance patient
experience and person-cantered care at the patient,
provider and policy level.
Infrastructure and Leadership
Role of Leadership in PCC, This session examines the essential and powerful role
Patient Engagement & of leadership in engagement with the person, patient,
Patient Satisfaction family & community around health and healthcare.
Topic Synopsis
How a senior leader
In this session, the senior leader will share
dealt with a harm
his insight into key considerations when
case and what was
dealing with a harm event, based on
put in place
several adverse event case studies from
following a harm
Ireland.
event
Topic Synopsis
Infrastructure In this session, you will learn how to build
the culture for person-centered care, how
to use data collected on person-centred
care and how to improve relationships
with patients as partners.
Global and Policy Context and Consideration for PCC, PE, and PS
Topic Synopsis
This session looks at patient engagement
from a policy perspective with an overture
Policy initiatives to
on universal health coverage. It also
enhance patient
examines how patient and families
experience &
influence policies from outside and how to
satisfaction
stimulate this type of work nationwide and
globally.
Topic Synopsis
Systems advocacy patient-centred care is
increasingly being acknowledged as an
integral part of evaluating health care. Yet,
from a quality improvement perspective
the rationale, measurement and
Policy issues related implementation of strategies to improve
to patient patient- centred care is often subject to
engagement. debate. The aim of this webinar is to
Systems advocacy review why quality improvement efforts
should embrace patient-centredness, to
examine some of the measurement issues
and to assess conceptual underpinnings
that should inform both measurement and
actions to improve patient-centred care.
Challenges
Topic Synopsis
Engaging This session will explore how to start an
employees, operations-based family centered care
clinicians, patients, programmes in a format of patient and
families, clients, and family advisory councils and how to
service user: Patient incorporate a family voice and a power of
voices networks and parent and patient stories into strategies
Patient for improving healthcare.
Topic Synopsis
In British Columbia the Patient Voices
Network (PVN) supports authentic patient
Engaging
engagement to improve the health care
employees,
system. The Network is a community of
clinicians, patients,
patients, families and caregivers working
families, clients, and
together with health care partners. In this
service user: Patient
session you’ll learn about the evolution of
voices networks and
PVN, how it supports authentic
Patient
engagement, and what has been learned
from the network approach.
Topic Synopsis
Incorporating By introducing patient, family and students
diversity in to patient in healthcare into the medical system, we
and family obtained patient hospital-student/society
engagement (PHS) win-win by incorporating diversity.
Chinese Three stories of PHS win-win from China
perspective will be discussed in this speech.
Topic Synopsis
Patient Voices Network supports patient
Incorporating engagement in health care improvement.
diversity in to patient One of the challenges for the Network is
and family diversifying its membership to ensure
engagement patient partners reflect British Columbia’s
Canadian population. This session will focus on
perspective successes and challenges in engaging
younger volunteers.
Topic Synopsis
Incorporating The session covers the importance of
diversity in to patient PFE, the Latin-American perspective on
and family this topic and the example of IECS´s
engagement experience using the Batz guide to
Argentinian engage patients and families during in-
perspective hospital care.
Topic Synopsis Presenter
This session will cover the motivation for
Saying “We’re PEARL Programme approach, data that
sorry” when things has been gathered, a high-level
go wrong explanation of the process, as well as,
lessons learned.
Engaging Persons in Designing, Delivering and Improving Care
Topic Synopsis
Improving the way
During this session, we will explore the
people are cared for
Experience-Based Co-Design (EBCD)
and supporting the
method for working collaboratively with
staff who deliver
patients to improve services.
care
Topic Synopsis
During this session, we will discuss the
relation between standardization of care
processes and patient centered care. Is
standardized care a strength or
weakness within the patient centered
Design of care paradigm? Is care pathways a valid
pathways instrument to standardize care
processes? Can we measure the effect
of care pathways? Is evidence-based
care an active component of patient
centered care or do we only have to
focus on hearts & minds?
Topic Synopsis
Organizations are increasingly realizing
the powerful positive relationship between
the physical environment, the arts, and the
staff and patient experience. There is
Involving people in considerable published evidence that
the design of supports this relationship and better
healthcare facilities environments save money over time.
Involving all key stakeholders in improving
the design of physical environments is a
winning strategy that provides a significant
and sustainable return on investment.
Topic Synopsis
This session discusses patient, family and
Partnering with client engagement and how this has been
patients and families improving the health of populations and
to improve access the programmes of people that the
to care Canadian Foundation for Healthcare
Improvement serve.
Core Areas of Focus
Topic Synopsis
This session will initially explore the
context of 21st century healthcare in
which we are currently participating and
review the drivers for a significant change
in how we deliver healthcare. Then, it will
examine the role of culture values and
beliefs and how these impact on
Engaging patients in
engagement. The discussion will be from
their care in and
David Galler’s perspective as a frontline
using their voices
clinician who has worked in different
across care settings
cultural settings Maaori /Pacific and
Samoa /European /Pakeha NZer. And
finally, the session will explore how these
might be used to design health services
that connect more effectively with those
they are there to serve. Example – Inuit
Alaska.
Topic Synopsis
This session will explain the link between
Engaging patients in shared decision making and patient safety
decisions about and describe how shared decision making
their care is the centre of patient engagement and
safety.
Topic Synopsis
Incorporating This session will discuss how the Patient
patients in co- Centered Value System (PCVS) can be
design and co- the new operating system for all care
delivery of care delivery and used to incorporate patients’
insights into the co-design of care
experiences. Shadowing and goShadow,
essential tools of the PCVS, are real-time
co-design tools that help providers view
care from the perspective of patients and
their families, determine the current state
and actual care pathways and identify
areas of improvement. To make lasting
changes to the patient experience, we
must start at the delivery and clinical level,
which results in practice change and
quality improvement. Throughout this
session, we will discuss how PCVS
improves the patient experience,
increases staff satisfaction and reduces
cost.
Topic Synopsis
After completion of the sessions in Core
Areas of Focus, identify your core take-
away concepts and interventions. Submit
an essay of a maximum of 750 words that
outlines a plan you could use in future to
apply your take-away concepts within your
Assignment
organisation. Include: What you would do,
why that is important, where you would
test the changes to learn more in your
context, and how you would manage the
relationships and infrastructure needed to
enable success.
Topic Synopsis
The session will give you an overview of
Global perspectives
the most commonly used methods, tools
on measuring
and approaches that will help you
person-centred care
measure person-centred care.
Measurement: How Do We Know We Are Making a Difference?
Topic Synopsis
PREMs & PROMs, This session will discuss patient reports
PCOMs, PCPMs on experience of receiving care, patients
reports on health status changes over
time, and person centered outcomes and
goal achievement.
Topic Synopsis
Cost-effectiveness
This session will describe the elements of
of patient
developing effective patient engagement
engagement
interventions.
strategies
Assignment
Reflecting on the measurement sessions, consider your organisation’s readiness to
measure effectiveness of PCC strategies. In 200-400 words describe: What’s on your
dashboard? What should be on your dashboard? If you don’t have a dashboard, what
would you suggest are the top three critical things for inclusion and justify your
answer?
Topic Synopsis
This session will give you an insight into
strategies for patient centred care from
Region Jönköping´s county in Sweden
It´s all about people and then give you concrete examples &
learning points from how we go from
words and insights to actions and
learning.
Innovations in Partnering with Patients and PCC, PE and PS
opic Synopsis
This session will describe how an Inner
Integrating peer
City Health program serving the homeless
support staff into the
incorporated a lived-experience peer
care team
coach into the clinical care team.
Topic Synopsis
Self-management The session provides an overview of self-
support: Benefits, management support:
challenges and • What it is and how it fits as a component
enablers for patients of person-centred care
• How it can support patients to live well
with a long-term condition and have a
better experience of care
• How it may help to improve services at
the system level
• Some consideration of what is needed at
an organisational level to implement self-
management support
and clinicians
• How health care staff need to be trained
and supported to implement self-
management support
• Some examples of self-management
support in practice
• An appreciation of some of the barriers
and tensions that arise with self-
management support
Assignment
Video: https://youtu.be/-0r0q6WMfo8 (Cleveland Clinic). View this video and share it
with two colleagues in your organization. Describe in 500-600 words: What did you
learn? How did this video make you feel? How did your colleagues react? How might
you use the video to engage others in your organization? How might you develop a
similar idea for your own context?
Topic Synopsis
Patients, family, informal caregivers, and
healthy individuals are experts in their own
lived experience. Around the world, there
is increasing focus on embedding this rich
perspective throughout the research
Patient/public
process - from research governance and
engagement in
priority setting to the design and conduct
research and
of research, as well as sharing its results.
engaging
This webinar will provide an overview of
communities that
this movement, as well as evolving best
are hard to reach
practices for such engagement.
Participants will also be introduced to a
series of resources designed to support
those who wish to strengthen engagement
in research.
Research Awareness
Topic Synopsis
Current scientific This session will help participants to
research evidence understand key elements of successful
for patient and organizational and direct care level
family engagement engagement of patients.
Topic Synopsis
This session will reflect on some of the
key methodological issues that have
hampered progress in patient safety
Methodological
research and suggest ways that these can
issues in patient
be overcome to generate valid, reliable
safety research
and relevant research findings that can
then be translated into on-the-ground
improvements in patient safety.
Topic Synopsis
A growing body of evidence supports
patient engagement in a variety of
domains. In this webinar, we will discuss
some of the challenges in developing an
Evaluating Patient
evidence base for patient engagement,
Engagement:
focusing on the area of patient
Challenges and
engagement in research. By the end of
Changes in the
the webinar, participants will be able to
Field
describe how the strength of scientific
evidence is evaluated using a traditional
evaluation rubric and the ways in which
PROs are shifting thinking in the field.
Transparency of Data in Healthcare
Topic Synopsis
Transparency of An overview of transparency of data and
data in healthcare the challenges.
Final Assignment
Final Assignment
Drawing on the first two sessions, describe in 400-600 words the key issues you would
need to include in a proposal to focus on or accelerate work on PCC in your
organization.
