Plenary 3

  • July 3, 2017
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Dr. Sidney Klajner
Sociedade Israelita Brasileira Albert Einstein
Making patient experience a driver for healthcare provision
According to Gallup, more than half of patients asked have a somewhat or very negative view of the healthcare industry. Factors like waiting time, lack of price transparency, complicated bills, all play a role in the overall patient experience. Besides, as healthcare consumers, patients are demanding an unprecedented level of personnalisation in every facet of their lives. This increasing demand challenges healthcare companies to think of patients as consumers, to see the person behind the patient. In a value-based reimbursement environment, patient populations with chronic disease care needs demand a radically different heath care experience than the one they are currently receiving.
Since the conception of Albert Einstein Hospital in the 1950´s, we have strived to put the patient at the center and provide high quality care. This approach is based on 4 Jewish values: Refuá – Health, Tsedaká –Solidarity, Chinuch – Education, Mitzvá – good deeds. As of 2007, Albert Einstein has also formally adopted the six principles of quality proposed by the Institute of Medicine: Patient centered care, Providing timely care, Efficiency, Equality, Effective services and Patient safety. These principles and values were also enhanced with the recent formal
adoption of the Triple Aim and, together with IHI, Albert Einstein now strives to disseminate it to other providers in Latin America.
Hence, patient-driven approaches to healthcare operations and delivery are at the forefront of our institutional planning. We strive to create a patient-centric environment of care by capturing real-time opportunities for engaging patients in their care and in their service expectations. That´s why we have pursued the Planetree designation in the last decade. It helped us implement patient-centered standards and a culture of service. And in accordance with our principles and values we are now helping Planetree to spread its designation to other providers in Brazil.
This presentation will focus on Albert Einstein journey in pursue of excellent care and service culture, from the pioneering first JCAHO accreditation outside the USA in 1999, through the Planetree designation a decade ago, to the more recent breakthroughs in partnership with IHI, and the creation of an innovative Patient Experience Program.
The presentation will detail some of the key operational actions, including enhanced leader rounds, interactive patient care via technology including a real time portal, a digital mobile service “hub”, and will illustrate how to build a commitment to multidisciplinary teamwork while
improving the patient experience. We will discuss the way our organization is “over-managing” patient flow and leveraging digital tools and knowledge management.
Further, we will provide an outline for engaging frontline staff, and leaders, especially physicians, to help design and implement best practices aimed at a friendly engagement with patients and their families.
Learning objectives

  1. Describe Albert Einstein´s journey in developing a patient-centered culture, by using national and international benchmarks, accreditation processes, and involving patients and staff in the process;
  2. Describe the importance of multidisciplinary collaboration for the implementation of best practices;
  3. Describe outcomes, best practices and lessons learned from our patient experience initiative.
  4. Share how our organization is using improvement science, patient flow, digital tools and analytics to capture insights for continuous improvement.