Patient and Family Education/Engagement

Patient and Family Education/Engagement / en Fri, 25 Apr 2025 21:08:09 -0500 Mon, 24 Feb 25 08:21:34 -0600 Chair File: Leadership Dialogue — Advancing Health and Building Trust with Lynn Hanessian and Robert Trestman, M.D. /news/chairpersons-file/2025-02-24-chair-file-leadership-dialogue-advancing-health-and-building-trust-lynn-hanessian-and-robert <div class="raw-html-embed"></div><p>Trust — in one another, in our field, and in our communities — is so important to what we do. Everyone should know that our hospitals and health systems are a place for healing, no matter what. Yet, over the past several years, public trust has been decreasing, not just in health care but across the board.</p><p>In this Leadership Dialogue, I’m joined by Lynn Hanessian, former chief health strategist for Edelman, which recently released its <a href="https://www.edelman.com/trust/2025/trust-barometer" target="_blank" title="Edelman: 2025 Edelman Trust Barometer">2025 Trust Barometer</a>, and AHA Board Member Robert Trestman, M.D., chair of psychiatry and behavioral medicine at Carilion Clinic.</p><p>Lynn, Bob and I dove deep into the importance of trust and how it has evolved in recent years, as well as how hospitals and health systems can build trust in our communities and with the people we serve. Overlistening and overcommunicating, sharing stories, and really connecting and talking with one another are all ways we can improve health and develop trust.</p><p>I hope you find our conversation insightful and strategic. Look for future conversations with health care, business and community leaders on making health better as part of the Chair File in 2025.</p><hr><p></p><hr><div></div><div class="raw-html-embed"><div class="raw-html-embed"> <details class="transcript"> <summary> <h2 title="Click here to open/close the transcript."> <span>View Transcript</span><br> </h2> </summary> <p>00:00:01:06 - 00:00:29:09<br> Tom Haederle<br> Welcome to Advancing Health. In this month's Leadership Dialogue, hosted by the �� Association's 2025 board Chair, Tina Freese Decker, president and CEO of Corewell Health, we delve into the critical importance of trust - not only in the health care system, but across our society in general. Joining Tina are two distinguished experts who share their insights on what trust really means, why it seems to have eroded in many aspects of American life, and what we can do to restore it. </p> <p>00:00:29:11 - 00:00:35:20<br> Tom Haederle<br> Trust us. This is a discussion you don't want to miss. </p> <p>00:00:35:22 - 00:00:59:00<br> Tina Freese Decker<br> Thank you, everyone, for joining us today. I'm Tina Freese Decker, the president and CEO of Corewell Health and the board chair for the �� Association. In 2025, the AHA is all in on tackling the challenges facing health care today. And these Leadership Dialogue conversations are diving deep into issues for inspiration and action as we continue to make health better together. </p> <p>00:00:59:02 - 00:01:21:18<br> Tina Freese Decker<br> So today, I want to talk about an issue that seems timelier than ever. Trust. Trust in one another. Trust in our field. Trust in our communities and our government is so important to what we do every day. And everyone should know that our hospitals, our health systems are a place for healing no matter what. And that trust is critical. </p> <p>00:01:21:21 - 00:01:44:03<br> Tina Freese Decker<br> Yet we see over the past several years, public trust has been decreasing, not just in health care but across the board. So with me today to give us some insights into why this might be happening is Lynn Hanessian who just completed a 28-year tenure as chief health strategist for Edelman, a global communications firm, and has worked directly with a number of hospitals and health systems during her career. </p> <p>00:01:44:06 - 00:02:04:17<br> Tina Freese Decker<br> And we had the opportunity to meet last month, and I was just fascinated by her presentation and what she's seen. And then we also have Dr. Robert Trestman, who I call Bob, who is the chair of psychiatry and behavioral medicine at Carilion Clinic, based in Roanoke, Virginia. And he also serves as professor of behavioral medicine at the Virginia Tech Carilion School of Medicine. </p> <p>00:02:04:20 - 00:02:25:29<br> Tina Freese Decker<br> And he's also on the �� Association board. He is passionate about helping health care professionals and emphasizes the importance of remembering that we are human beings. It's a great reminder, with limits, and it's okay to ask for help. So before we get started, I would just love to hear from each of you about what you trust in today and why. </p> <p>00:02:26:01 - 00:02:49:03<br> Lynn Hanessian<br> Well, I'll go first if you don't mind. So for me, trust is about this sort of sense of confidence. Do I rely on that person, that organization, that institution? Can I count on them to do what's right? And so having that, connection is really important and influences how I operate professionally and certainly how I operate personally and how I take care of my family. </p> <p>00:02:49:08 - 00:02:50:03<br> Tina Freese Decker<br> That's great. Thank you. Bob? </p> <p>00:02:50:07 - 00:03:20:23<br> Robert Trestman, M.D., Ph.D.<br> In same way as physicians, we are in a unique situation to bond with a patient and they need to believe that we have their interests at heart, even above our own. That's core to what we're all about. And for hospitals and health systems to be seen as extensions of the physicians, the nurses, the other clinicians who are dedicated to caring for our patients. </p> <p>00:03:20:26 - 00:03:34:17<br> Robert Trestman, M.D., Ph.D.<br> So their belief in us is paramount because frankly, unless they trust in us, they won't be willing to follow our recommendations and we won't be able to help them heal. </p> <p>00:03:34:20 - 00:03:54:04<br> Tina Freese Decker<br> Yeah, it's so important why I am so focused on our mission, because it is really about what we do and what we say we do in those values that are aligned there. And that's what gives me that confidence and trust that we're going to continue to focus on the mission. So, Lynn, let's start with you and the Trust Institute and the trust barometer. </p> <p>00:03:54:06 - 00:03:59:21<br> Tina Freese Decker<br> Can you give us some just general background on the work and the research that has been conducted? </p> <p>00:03:59:24 - 00:04:22:23<br> Lynn Hanessian<br> Thanks so much. To give you some framing around it, for about 25 years Edelman has been studying trust. And we originally sort of wanted to get a handle on what does the public think? How did they perceive sort of the pillars of society? How do they think about government, business, not for profits, the media? And what does that mean in relation to their behaviors? </p> <p>00:04:22:24 - 00:04:42:18<br> Lynn Hanessian<br> And I think, Dr. Trestman, you bring up a really good point. If people don't trust they're not going to follow their doctor's recommendations. And we found that if they don't have trust in their health, what we defined as the health ecosystem that includes the doctor, the hospital, all of those factors that help them get into the health care, </p> <p>00:04:42:20 - 00:05:05:24<br> Lynn Hanessian<br> they're not going to get their regular appointments. They're not going to get the kind of care that's recommended. And I deeply worried that that means they're going to turn somewhere else. As we've studied trust over the years, we've looked very closely at trust in different sectors of business, of industry. Health care is among the areas that we looked at, but we also want to understand how do we build trust? </p> <p>00:05:05:27 - 00:05:17:03<br> Lynn Hanessian<br> How do we think about the implications of that and how do we sort of, frankly, help to forge a more trusting society? So that's really been quite a journey that Edelman has been on. </p> <p>00:05:17:05 - 00:05:26:13<br> Tina Freese Decker<br> And so this conversation is particularly timely because Edelman just released the latest Trust Barometer data last month. What are some of the key trends that you can share with us? </p> <p>00:05:26:16 - 00:05:55:03<br> Lynn Hanessian<br> Absolutely. And I think, I'm going to share some global trends because it's important to know that we're not alone. We're in a really interesting time, a difficult time because what we've seen is really a rise in distrust, distrust in government, in business, across society. And even as employers, we've seen a decline in the last year, a decline in my trust in my employer, which is, you know, if you think about your daily activities, you know, your employer relationship is among the strongest. </p> <p>00:05:55:05 - 00:06:16:04<br> Lynn Hanessian<br> If we asked about spouses and loved ones, we'd probably find similar numbers. But what we know is, there's fear. There's fear of globalization, fear of economic pressures, fear of change that's really set upon us. And one of the things that the key concluding point that we saw this year, and again, this influence is what's coming into your health systems, </p> <p>00:06:16:04 - 00:06:39:07<br> Lynn Hanessian<br> that dialogue with the doctor, the dialogue with the nurse, the whole communities in which you operate. There is a lack of optimism about the future. There is also a real fear of being discriminated against across all of the demographics we look at. And there's a belief that the government and business has their self-interest in that it's not including me, and that our leaders aren't telling us the truth. </p> <p>00:06:39:07 - 00:06:58:22<br> Lynn Hanessian<br> So there's a real sort of intense worry, and we called it grievance this year that we're not going to get a fair shake. And so that's really the finding that we happened upon. And you can see there's forces in the world in which we live that want to shake our confidence in one sector so that they can have an advantage somewhere else. </p> <p>00:06:58:22 - 00:07:01:12<br> Lynn Hanessian<br> And we're seeing it play out in the general public. </p> <p>00:07:01:14 - 00:07:21:01<br> Tina Freese Decker<br> That word grievance, really hit me when you presented that to us and we talked about it. And it really does sum up where we are. And it's hard to be optimistic, but those are the things we need to be focused on and moving forward. So, Bob, as you're listening to this, what do you see are the implications of this distrust as it relates to health care? </p> <p>00:07:21:04 - 00:07:48:11<br> Robert Trestman, M.D., Ph.D.<br> Well, I think it's really important for us to be aware that there is this level of distrust in the community and to think through very consciously how we can mitigate it. The words that come up grievance, fear, trust, all are woven together. So we need to think through what is it our patients fear? Yeah. There's the fear of pain. </p> <p>00:07:48:11 - 00:08:11:02<br> Robert Trestman, M.D., Ph.D.<br> The fear of death. The fear of different kinds of morbidity. That's what we as clinicians are trained to focus on. But we now need to talk even more broadly about a range of other fears, because, frankly, people can be afraid that they even if we give them a recommendation, they may not be able to afford to follow it. </p> <p>00:08:11:04 - 00:08:51:09<br> Robert Trestman, M.D., Ph.D.<br> So we need to think through with our patients the financial implications of our recommendations, what it means for their families. So we as clinicians, as providers of care and as systems of care need to be very, very thoughtful about how to support our patients so they can trust that we are thinking through the implications of how we recommend they deal with their illnesses in ways that actually will benefit them globally, and not that we're just focusing on one issue that may compromise something else. </p> <p>00:08:51:11 - 00:09:00:10<br> Tina Freese Decker<br> So for both of you, how do we as hospitals and health systems help build that trust with our patients and with our communities and the people that we serve? </p> <p>00:09:00:13 - 00:09:24:14<br> Lynn Hanessian<br> So I have some good news. While trust in these powers outside of us has really declined, one of the few places where we still have trust is local. My doctor, my institutions, my media. And so that gives us some hope. And I think, Dr. Trestman, when you talked about things so beautifully, it's not just, you know, Lynn, you have a diagnosis, here's your medication. </p> <p>00:09:24:15 - 00:10:02:12<br> Lynn Hanessian<br> The things you're taking into account reassure me that you're concerned about all of me, that it is your understanding the context in which I live. And this is one of the few places where we have some defense, some opportunity to build trust, because that expertise of my doctor, more so than my CEO, is trusted. And so I think those places where we can lean into helping people to really understand all of those things, that we're seeing them not just as a diagnosis in a particular space, but we understand how that plays out in their whole lives, gives us an opportunity. </p> <p>00:10:02:12 - 00:10:28:27<br> Lynn Hanessian<br> And I think, you know, the way you described it is so much a reflection of, I'm concerned about you, how you live, those hurdles that may prevent you from achieving all you want to achieve. And so helping the people in the communities that we serve to understand that that's so central. I think you mentioned mission earlier, so central to how we serve, that we have an opportunity to build that trust. </p> <p>00:10:28:28 - 00:10:50:19<br> Lynn Hanessian<br> Now, one of the big challenges is when your patients are coming in, they're not getting a reliable source of information. They're not getting the news. We're not hearing the kinds of things and we don't trust public authority. So we have to think a little bit more about not only our individual patient, the role of our institutions in serving our communities and filling a little bit of that void. </p> <p>00:10:50:27 - 00:10:52:11<br> Tina Freese Decker<br> What would you suggest related to that? </p> <p>00:10:52:15 - 00:11:20:15<br> Lynn Hanessian<br> Well, I think, frankly, for health systems and hospitals, particularly hospital CEOs, take a look at your operations, your communications, your marketing, your public policy. All of your external and internal engagement activities have to be aligned. They have to be communicating. You can't just assume that we're in silos anymore where you've got your marketing team that's going out to bring in your patients, but your public policy folks are out there talking to your elected officials. </p> <p>00:11:20:15 - 00:11:41:06<br> Lynn Hanessian<br> We need to make sure that there's a an integration, a communication, and, frankly, a little bit of a willingness to share the occasional vulnerability. We have our authority and our expertise because we're doctors and we're anchored in science. On the other hand, having that opportunity to be human together with the people we serve can make a big difference. </p> <p>00:11:41:09 - 00:11:55:24<br> Tina Freese Decker<br> That goes back to your quote. So I'm curious to know what you think, Bob, we can do to build trust. And I know you're also very passionate about all of our teams that work in health care. And so how do we not only build trust with our community, but build it with our team members? </p> <p>00:11:55:27 - 00:12:21:22<br> Robert Trestman, M.D., Ph.D.<br> There is an aphorism that at least is true today, as it was when it was first uttered, that people don't care how much we know until they know that we care. And how is it that they know that we care? It's by what we do, what we say, how we interact. And so I think hospitals and health systems are uniquely positioned to be an integral part of the community. </p> <p>00:12:21:24 - 00:12:55:06<br> Robert Trestman, M.D., Ph.D.<br> In many of our communities, we are the financial driver, we are the main employer. And that gives us an enormous opportunity to think globally about the impact of care delivery to our patients. But also our clinicians need to feel supported and safe so that they can do their best to provide care to those in their charge. So, as Lynn just said, we need to think in a coordinated fashion. </p> <p>00:12:55:09 - 00:13:40:08<br> Robert Trestman, M.D., Ph.D.<br> Silos can no longer exist if we want to thrive as a health care system, we really need to work in a coordinated fashion so that all of the information is shared. And it's really, really hard to overcommunicate these days. We really need as long as we're on message, and our message is driven by our mission to improve health and health care for the people we care for, that our internal folks, our employees, our colleagues know that we are doing everything we can to support them, to provide them the infrastructure they need to deliver the care they want to do and to deliver. </p> <p>00:13:40:11 - 00:13:46:27<br> Robert Trestman, M.D., Ph.D.<br> Because so many of the people they're caring for are their neighbors in the communities in which we serve. </p> <p>00:13:47:00 - 00:14:27:25<br> Lynn Hanessian<br> I have to say, the one other real benefit from that is trust is built. When we look at a business or an institution, trust is built by how you treat your colleagues, your workforce. And seeing those folks, appreciating that - and I think that gets back to sort of this really integrated communication model when I know when your teams, everyone from the person I see as I'm walking into the institution who may be at the information desk all the way to the clinician, to the nurse, to every touchpoint - when I know that they have the confidence because their institution trust them, engages with them, that radiates and rebuilds my sense of trust and my confidence. </p> <p>00:14:27:25 - 00:14:47:29<br> Lynn Hanessian<br> So it's a nice virtuous cycle. And I would not underestimate the power of being a little bit more public sometimes with your internal communications, whether it's using your spokespeople or knowing that, as you said, so well, Dr. Trestman, that the people who are your employees are also part of your community, but that that then radiates out to their neighbors as well. </p> <p>00:14:47:29 - 00:15:07:23<br> Lynn Hanessian<br> And so I think that's a that's an important place to be in it. It's a little bit challenging when we think with respect and deference to our, our patients, but letting our hair down just a little bit helps people to understand. And that's sort of that a little bit of the genuine and authentic kind of engagement that people look for these days. </p> <p>00:15:07:25 - 00:15:16:07<br> Robert Trestman, M.D., Ph.D.<br> And if I may, as someone who serves on AHA the board with me, what do you think are some of the things that AHA members can be focusing on? </p> <p>00:15:16:10 - 00:15:39:06<br> Tina Freese Decker<br> Well, we've talked a little bit about it. I have this view of a kind of paradox. We have to overcommunicate and we have to over-listen, and we have to show both of those in an authentic, vulnerable way to make sure we know we're really connecting with people. We're hearing where their fears are or where they are anxious, or where they want to go in places and really understand that and then communicate it back and forth. </p> <p>00:15:39:09 - 00:16:00:11<br> Tina Freese Decker<br> So I think this power of communication is really critical. Also accepting grace. We're going to make mistakes and we need to make sure we continue move forward, and we have the best interests of people at heart. And how do we do that? Always focusing on the mission. And then lastly from the �� Association, sharing and communicating stories are so important for us. </p> <p>00:16:00:18 - 00:16:31:26<br> Tina Freese Decker<br> Talking about stories in the local community about what you can do to help patients, to help people live a healthier life. Those are really helpful as we drive those forward. As Lynn said, that local piece is critical. And then thinking about how do we represent ourselves well that delivers the trust and reinforces the trust in everyday actions. So I think we have to connect all of those dots and recognize that what we do is, is who we are, and we need to make sure we're delivering on that trust every single day. </p> <p>00:16:31:29 - 00:16:51:05<br> Tina Freese Decker<br> So thank you so much, Lynn and Bob, for your time today, for sharing your expertise. Every one of our hospitals, our health systems is here for their communities. Despite the challenges that we all face, making sure that everyone has access to the care that they need and trying to build that trust every single day, trying to build that trust with our teams, with one another, with our communities. </p> <p>00:16:51:07 - 00:17:13:02<br> Tina Freese Decker<br> And I think that the lessons that we've learned here about storytelling and over-communication and over-listening and connecting on a human level and really addressing it back to how we're serving everybody, and not assuming that people know that our mission is at the forefront of everything that we're doing, I think it's really great feedback for us. So thank you all for taking the time to listen to this Leadership Dialogue </p> <p>00:17:13:02 - 00:17:16:17<br> Tina Freese Decker<br> and we'll be back next month for another good conversation. </p> <p>00:17:16:20 - 00:17:25:01<br> Tom Haederle<br> Thanks for listening to Advancing Health. Please subscribe and rate us five stars on Apple Podcasts, Spotify, or wherever you get your podcasts. </p> </details> </div> </div> Mon, 24 Feb 2025 08:21:34 -0600 Patient and Family Education/Engagement Leadership Dialogue Series: The Critical Role of Trust in Health Care /advancing-health-podcast/2025-02-24-leadership-dialogue-series-critical-role-trust-health-care <p>Trust is a critical component of any healthy society. In health care, any potential erosion of trust can have negative impacts on the field as a whole.&nbsp; In this Leadership Dialogue conversation, Tina Freese Decker, president and CEO of Corewell Health and 2025 AHA board chair,&nbsp;talks with two health care leaders, Lynn Hanessian, former chief health strategist at Edelman, and Robert Trestman, M.D., Ph.D., chair of psychiatry and behavioral medicine at Carilion Clinic, about why trust is eroding in society, how that impacts patient care, and what leaders can do to restore and strengthen it.</p><hr><div></div><p>&nbsp;</p><div class="raw-html-embed"> <details class="transcript"> <summary> <h2 title="Click here to open/close the transcript."> View Transcript<br> &nbsp; </h2> </summary> <p> 00:00:01:06 - 00:00:29:09<br> Tom Haederle<br> Welcome to Advancing Health. In this month's Leadership Dialogue, hosted by the �� Association's 2025 board Chair, Tina Freese Decker, president and CEO of Corewell Health, we delve into the critical importance of trust - not only in the health care system, but across our society in general. Joining Tina are two distinguished experts who share their insights on what trust really means, why it seems to have eroded in many aspects of American life, and what we can do to restore it. </p> <p> 00:00:29:11 - 00:00:35:20<br> Tom Haederle<br> Trust us. This is a discussion you don't want to miss. </p> <p> 00:00:35:22 - 00:00:59:00<br> Tina Freese Decker<br> Thank you, everyone, for joining us today. I'm Tina Freese Decker, the president and CEO of Corewell Health and the board chair for the �� Association. In 2025, the AHA is all in on tackling the challenges facing health care today. And these Leadership Dialogue conversations are diving deep into issues for inspiration and action as we continue to make health better together. </p> <p> 00:00:59:02 - 00:01:21:18<br> Tina Freese Decker<br> So today, I want to talk about an issue that seems timelier than ever. Trust. Trust in one another. Trust in our field. Trust in our communities and our government is so important to what we do every day. And everyone should know that our hospitals, our health systems are a place for healing no matter what. And that trust is critical. </p> <p> 00:01:21:21 - 00:01:44:03<br> Tina Freese Decker<br> Yet we see over the past several years, public trust has been decreasing, not just in health care but across the board. So with me today to give us some insights into why this might be happening is Lynn Hanessian who just completed a 28-year tenure as chief health strategist for Edelman, a global communications firm, and has worked directly with a number of hospitals and health systems during her career. </p> <p> 00:01:44:06 - 00:02:04:17<br> Tina Freese Decker<br> And we had the opportunity to meet last month, and I was just fascinated by her presentation and what she's seen. And then we also have Dr. Robert Trestman, who I call Bob, who is the chair of psychiatry and behavioral medicine at Carilion Clinic, based in Roanoke, Virginia. And he also serves as professor of behavioral medicine at the Virginia Tech Carilion School of Medicine. </p> <p> 00:02:04:20 - 00:02:25:29<br> Tina Freese Decker<br> And he's also on the �� Association board. He is passionate about helping health care professionals and emphasizes the importance of remembering that we are human beings. It's a great reminder, with limits, and it's okay to ask for help. So before we get started, I would just love to hear from each of you about what you trust in today and why. </p> <p> 00:02:26:01 - 00:02:49:03<br> Lynn Hanessian<br> Well, I'll go first if you don't mind. So for me, trust is about this sort of sense of confidence. Do I rely on that person, that organization, that institution? Can I count on them to do what's right? And so having that, connection is really important and influences how I operate professionally and certainly how I operate personally and how I take care of my family. </p> <p> 00:02:49:08 - 00:02:50:03<br> Tina Freese Decker<br> That's great. Thank you. Bob? </p> <p> 00:02:50:07 - 00:03:20:23<br> Robert Trestman, M.D., Ph.D.<br> In same way as physicians, we are in a unique situation to bond with a patient and they need to believe that we have their interests at heart, even above our own. That's core to what we're all about. And for hospitals and health systems to be seen as extensions of the physicians, the nurses, the other clinicians who are dedicated to caring for our patients. </p> <p> 00:03:20:26 - 00:03:34:17<br> Robert Trestman, M.D., Ph.D.<br> So their belief in us is paramount because frankly, unless they trust in us, they won't be willing to follow our recommendations and we won't be able to help them heal. </p> <p> 00:03:34:20 - 00:03:54:04<br> Tina Freese Decker<br> Yeah, it's so important why I am so focused on our mission, because it is really about what we do and what we say we do in those values that are aligned there. And that's what gives me that confidence and trust that we're going to continue to focus on the mission. So, Lynn, let's start with you and the Trust Institute and the trust barometer. </p> <p> 00:03:54:06 - 00:03:59:21<br> Tina Freese Decker<br> Can you give us some just general background on the work and the research that has been conducted? </p> <p> 00:03:59:24 - 00:04:22:23<br> Lynn Hanessian<br> Thanks so much. To give you some framing around it, for about 25 years Edelman has been studying trust. And we originally sort of wanted to get a handle on what does the public think? How did they perceive sort of the pillars of society? How do they think about government, business, not for profits, the media? And what does that mean in relation to their behaviors? </p> <p> 00:04:22:24 - 00:04:42:18<br> Lynn Hanessian<br> And I think, Dr. Trestman, you bring up a really good point. If people don't trust they're not going to follow their doctor's recommendations. And we found that if they don't have trust in their health, what we defined as the health ecosystem that includes the doctor, the hospital, all of those factors that help them get into the health care, </p> <p> 00:04:42:20 - 00:05:05:24<br> Lynn Hanessian<br> they're not going to get their regular appointments. They're not going to get the kind of care that's recommended. And I deeply worried that that means they're going to turn somewhere else. As we've studied trust over the years, we've looked very closely at trust in different sectors of business, of industry. Health care is among the areas that we looked at, but we also want to understand how do we build trust? </p> <p> 00:05:05:27 - 00:05:17:03<br> Lynn Hanessian<br> How do we think about the implications of that and how do we sort of, frankly, help to forge a more trusting society? So that's really been quite a journey that Edelman has been on. </p> <p> 00:05:17:05 - 00:05:26:13<br> Tina Freese Decker<br> And so this conversation is particularly timely because Edelman just released the latest Trust Barometer data last month. What are some of the key trends that you can share with us? </p> <p> 00:05:26:16 - 00:05:55:03<br> Lynn Hanessian<br> Absolutely. And I think, I'm going to share some global trends because it's important to know that we're not alone. We're in a really interesting time, a difficult time because what we've seen is really a rise in distrust, distrust in government, in business, across society. And even as employers, we've seen a decline in the last year, a decline in my trust in my employer, which is, you know, if you think about your daily activities, you know, your employer relationship is among the strongest. </p> <p> 00:05:55:05 - 00:06:16:04<br> Lynn Hanessian<br> If we asked about spouses and loved ones, we'd probably find similar numbers. But what we know is, there's fear. There's fear of globalization, fear of economic pressures, fear of change that's really set upon us. And one of the things that the key concluding point that we saw this year, and again, this influence is what's coming into your health systems, </p> <p> 00:06:16:04 - 00:06:39:07<br> Lynn Hanessian<br> that dialogue with the doctor, the dialogue with the nurse, the whole communities in which you operate. There is a lack of optimism about the future. There is also a real fear of being discriminated against across all of the demographics we look at. And there's a belief that the government and business has their self-interest in that it's not including me, and that our leaders aren't telling us the truth. </p> <p> 00:06:39:07 - 00:06:58:22<br> Lynn Hanessian<br> So there's a real sort of intense worry, and we called it grievance this year that we're not going to get a fair shake. And so that's really the finding that we happened upon. And you can see there's forces in the world in which we live that want to shake our confidence in one sector so that they can have an advantage somewhere else. </p> <p> 00:06:58:22 - 00:07:01:12<br> Lynn Hanessian<br> And we're seeing it play out in the general public. </p> <p> 00:07:01:14 - 00:07:21:01<br> Tina Freese Decker<br> That word grievance, really hit me when you presented that to us and we talked about it. And it really does sum up where we are. And it's hard to be optimistic, but those are the things we need to be focused on and moving forward. So, Bob, as you're listening to this, what do you see are the implications of this distrust as it relates to health care? </p> <p> 00:07:21:04 - 00:07:48:11<br> Robert Trestman, M.D., Ph.D.<br> Well, I think it's really important for us to be aware that there is this level of distrust in the community and to think through very consciously how we can mitigate it. The words that come up grievance, fear, trust, all are woven together. So we need to think through what is it our patients fear? Yeah. There's the fear of pain. </p> <p> 00:07:48:11 - 00:08:11:02<br> Robert Trestman, M.D., Ph.D.<br> The fear of death. The fear of different kinds of morbidity. That's what we as clinicians are trained to focus on. But we now need to talk even more broadly about a range of other fears, because, frankly, people can be afraid that they even if we give them a recommendation, they may not be able to afford to follow it. </p> <p> 00:08:11:04 - 00:08:51:09<br> Robert Trestman, M.D., Ph.D.<br> So we need to think through with our patients the financial implications of our recommendations, what it means for their families. So we as clinicians, as providers of care and as systems of care need to be very, very thoughtful about how to support our patients so they can trust that we are thinking through the implications of how we recommend they deal with their illnesses in ways that actually will benefit them globally, and not that we're just focusing on one issue that may compromise something else. </p> <p> 00:08:51:11 - 00:09:00:10<br> Tina Freese Decker<br> So for both of you, how do we as hospitals and health systems help build that trust with our patients and with our communities and the people that we serve? </p> <p> 00:09:00:13 - 00:09:24:14<br> Lynn Hanessian<br> So I have some good news. While trust in these powers outside of us has really declined, one of the few places where we still have trust is local. My doctor, my institutions, my media. And so that gives us some hope. And I think, Dr. Trestman, when you talked about things so beautifully, it's not just, you know, Lynn, you have a diagnosis, here's your medication. </p> <p> 00:09:24:15 - 00:10:02:12<br> Lynn Hanessian<br> The things you're taking into account reassure me that you're concerned about all of me, that it is your understanding the context in which I live. And this is one of the few places where we have some defense, some opportunity to build trust, because that expertise of my doctor, more so than my CEO, is trusted. And so I think those places where we can lean into helping people to really understand all of those things, that we're seeing them not just as a diagnosis in a particular space, but we understand how that plays out in their whole lives, gives us an opportunity. </p> <p> 00:10:02:12 - 00:10:28:27<br> Lynn Hanessian<br> And I think, you know, the way you described it is so much a reflection of, I'm concerned about you, how you live, those hurdles that may prevent you from achieving all you want to achieve. And so helping the people in the communities that we serve to understand that that's so central. I think you mentioned mission earlier, so central to how we serve, that we have an opportunity to build that trust. </p> <p> 00:10:28:28 - 00:10:50:19<br> Lynn Hanessian<br> Now, one of the big challenges is when your patients are coming in, they're not getting a reliable source of information. They're not getting the news. We're not hearing the kinds of things and we don't trust public authority. So we have to think a little bit more about not only our individual patient, the role of our institutions in serving our communities and filling a little bit of that void. </p> <p> 00:10:50:27 - 00:10:52:11<br> Tina Freese Decker<br> What would you suggest related to that? </p> <p> 00:10:52:15 - 00:11:20:15<br> Lynn Hanessian<br> Well, I think, frankly, for health systems and hospitals, particularly hospital CEOs, take a look at your operations, your communications, your marketing, your public policy. All of your external and internal engagement activities have to be aligned. They have to be communicating. You can't just assume that we're in silos anymore where you've got your marketing team that's going out to bring in your patients, but your public policy folks are out there talking to your elected officials. </p> <p> 00:11:20:15 - 00:11:41:06<br> Lynn Hanessian<br> We need to make sure that there's a an integration, a communication, and, frankly, a little bit of a willingness to share the occasional vulnerability. We have our authority and our expertise because we're doctors and we're anchored in science. On the other hand, having that opportunity to be human together with the people we serve can make a big difference. </p> <p> 00:11:41:09 - 00:11:55:24<br> Tina Freese Decker<br> That goes back to your quote. So I'm curious to know what you think, Bob, we can do to build trust. And I know you're also very passionate about all of our teams that work in health care. And so how do we not only build trust with our community, but build it with our team members? </p> <p> 00:11:55:27 - 00:12:21:22<br> Robert Trestman, M.D., Ph.D.<br> There is an aphorism that at least is true today, as it was when it was first uttered, that people don't care how much we know until they know that we care. And how is it that they know that we care? It's by what we do, what we say, how we interact. And so I think hospitals and health systems are uniquely positioned to be an integral part of the community. </p> <p> 00:12:21:24 - 00:12:55:06<br> Robert Trestman, M.D., Ph.D.<br> In many of our communities, we are the financial driver, we are the main employer. And that gives us an enormous opportunity to think globally about the impact of care delivery to our patients. But also our clinicians need to feel supported and safe so that they can do their best to provide care to those in their charge. So, as Lynn just said, we need to think in a coordinated fashion. </p> <p> 00:12:55:09 - 00:13:40:08<br> Robert Trestman, M.D., Ph.D.<br> Silos can no longer exist if we want to thrive as a health care system, we really need to work in a coordinated fashion so that all of the information is shared. And it's really, really hard to overcommunicate these days. We really need as long as we're on message, and our message is driven by our mission to improve health and health care for the people we care for, that our internal folks, our employees, our colleagues know that we are doing everything we can to support them, to provide them the infrastructure they need to deliver the care they want to do and to deliver. </p> <p> 00:13:40:11 - 00:13:46:27<br> Robert Trestman, M.D., Ph.D.<br> Because so many of the people they're caring for are their neighbors in the communities in which we serve. </p> <p> 00:13:47:00 - 00:14:27:25<br> Lynn Hanessian<br> I have to say, the one other real benefit from that is trust is built. When we look at a business or an institution, trust is built by how you treat your colleagues, your workforce. And seeing those folks, appreciating that - and I think that gets back to sort of this really integrated communication model when I know when your teams, everyone from the person I see as I'm walking into the institution who may be at the information desk all the way to the clinician, to the nurse, to every touchpoint - when I know that they have the confidence because their institution trust them, engages with them, that radiates and rebuilds my sense of trust and my confidence. </p> <p> 00:14:27:25 - 00:14:47:29<br> Lynn Hanessian<br> So it's a nice virtuous cycle. And I would not underestimate the power of being a little bit more public sometimes with your internal communications, whether it's using your spokespeople or knowing that, as you said, so well, Dr. Trestman, that the people who are your employees are also part of your community, but that that then radiates out to their neighbors as well. </p> <p> 00:14:47:29 - 00:15:07:23<br> Lynn Hanessian<br> And so I think that's a that's an important place to be in it. It's a little bit challenging when we think with respect and deference to our, our patients, but letting our hair down just a little bit helps people to understand. And that's sort of that a little bit of the genuine and authentic kind of engagement that people look for these days. </p> <p> 00:15:07:25 - 00:15:16:07<br> Robert Trestman, M.D., Ph.D.<br> And if I may, as someone who serves on AHA the board with me, what do you think are some of the things that AHA members can be focusing on? </p> <p> 00:15:16:10 - 00:15:39:06<br> Tina Freese Decker<br> Well, we've talked a little bit about it. I have this view of a kind of paradox. We have to overcommunicate and we have to over-listen, and we have to show both of those in an authentic, vulnerable way to make sure we know we're really connecting with people. We're hearing where their fears are or where they are anxious, or where they want to go in places and really understand that and then communicate it back and forth. </p> <p> 00:15:39:09 - 00:16:00:11<br> Tina Freese Decker<br> So I think this power of communication is really critical. Also accepting grace. We're going to make mistakes and we need to make sure we continue move forward, and we have the best interests of people at heart. And how do we do that? Always focusing on the mission. And then lastly from the �� Association, sharing and communicating stories are so important for us. </p> <p> 00:16:00:18 - 00:16:31:26<br> Tina Freese Decker<br> Talking about stories in the local community about what you can do to help patients, to help people live a healthier life. Those are really helpful as we drive those forward. As Lynn said, that local piece is critical. And then thinking about how do we represent ourselves well that delivers the trust and reinforces the trust in everyday actions. So I think we have to connect all of those dots and recognize that what we do is, is who we are, and we need to make sure we're delivering on that trust every single day. </p> <p> 00:16:31:29 - 00:16:51:05<br> Tina Freese Decker<br> So thank you so much, Lynn and Bob, for your time today, for sharing your expertise. Every one of our hospitals, our health systems is here for their communities. Despite the challenges that we all face, making sure that everyone has access to the care that they need and trying to build that trust every single day, trying to build that trust with our teams, with one another, with our communities. </p> <p> 00:16:51:07 - 00:17:13:02<br> Tina Freese Decker<br> And I think that the lessons that we've learned here about storytelling and over-communication and over-listening and connecting on a human level and really addressing it back to how we're serving everybody, and not assuming that people know that our mission is at the forefront of everything that we're doing, I think it's really great feedback for us. So thank you all for taking the time to listen to this Leadership Dialogue </p> <p> 00:17:13:02 - 00:17:16:17<br> Tina Freese Decker<br> and we'll be back next month for another good conversation. </p> <p> 00:17:16:20 - 00:17:25:01<br> Tom Haederle<br> Thanks for listening to Advancing Health. Please subscribe and rate us five stars on Apple Podcasts, Spotify, or wherever you get your podcasts. </p> </details> </div> Mon, 24 Feb 2025 06:00:00 -0600 Patient and Family Education/Engagement Empowering Patient Engagement and Behavior Change to Improve Health and Reduce Disparities /2024-11-14/empowering-patient-engagement-and-behavior-change-improve-health-and-reduce-disparities <div class="raw-html-embed"> </div><div class="raw-html-embed"> /* center_body */ .center_body { /*margin-top:50px;*/ /* margin-bottom: 50px;*/ } .center_body h3 {} .center_body p { font-size: 16px } p.center_Intro { color: #002855; line-height: 1.2em; font-size: 30px; margin: 10px 0 25px 0; font-weight: 700; font-size: 2em; } @media (max-width:768px) { p.center_Intro { line-height: 1.2em; font-size: 23px; font-size: 1.45em; } } .center_body .center_Lead { color: #63666A; font-weight: 300; line-height: 1.4; font-size: 21px; } /* center_body // */ /* Banner_Title_Overlay_Bar */ .Banner_Title_Overlay_Bar { position: relative; display: block; overflow: hidden; max-width: 1170px; margin: 0px auto 25px auto; } .Banner_Title_Overlay_Bar h1 { position: absolute; bottom: 40px; color: #003087; background-color: rgba(255, 255, 255, .8); width: 100%; padding: 20px 40px; font-size: 3em; box-shadow: 0 3px 8px -5px rgba(0, 0, 0, .6); } @media (max-width:991px) { .Banner_Title_Overlay_Bar h1 { bottom: 0px; margin: 0px; font-size: 2.5em; } } @media (max-width:767px) { .Banner_Title_Overlay_Bar h1 { font-size: 2em; text-align: center; text-indent: 0px; padding: 10px 20px; } } @media (max-width:530px) { .Banner_Title_Overlay_Bar h1 { position: relative; background-color: #63666A22; } } /* Banner_Title_Overlay_Bar // */ <header class="Banner_Title_Overlay_Bar"> <img src="/sites/default/files/2024-11/VED_PatientPoint_Engagement_banner_1170x250.png" alt="Banner Image" width="1170" height="250"> <div> <h1> Empowering Patient Engagement and Behavior Change to Improve Health and Reduce Disparities </h1> </div> </header> </div> /* CntMenuSub */ .CntMenuSub { margin: 20px 0px; padding-bottom: 5px; color: #afb1b1; letter-spacing: 1.5px; font-weight: 400; font-size: .7em; } .CntMenuSub .CntMenuBar { border-bottom: 1px solid lightblue; } .CntMenuSub .CntMenuBar a:after { content: "|"; padding: 0 3px 0 6px; color: #555; } .CntMenuSub .CntMenuBar a:last-child:after { content: ""; } .CntMenuSub .CntMenuSubHome, .CntMenuSub .CntMenuSubParent { text-transform: uppercase; color: #555; opacity: .9; } .CntMenuSub .CntMenuSubParent {} .CntMenuSub .CntMenuSubChild {} .CntMenuSub .CntMenuSubCurrent { opacity: .7; } .CntMenuSub .CntMenuSubHome:hover, .CntMenuSub .CntMenuSubParent:hover { text-transform: uppercase; color: #d50032; } /* CntMenuSub // */ <div class="container CntMenuSub"><div class="col-md-1">&nbsp;</div><div class="col-md-10 row CntMenuBar"><a class="CntMenuSubHome" href="/education-events/aha-virtual-executive-dialogues">AHA Knowledge Exchange</a> <span class="CntMenuSubChild" id="CntMenuSubChild">Empowering Patient Engagement and Behavior Change to Improve Health and Reduce Disparities</span></div><div class="col-md-1">&nbsp;</div></div><div class="row spacer"><div class="col-sm-3"><div><a href="#DownloadFile" target="_blank"><img src="/sites/default/files/2024-11/VED_PatientPoint_Engagement_cover_910x1220.jpg" alt="AHA Knowledge Exchange | Empowering Patient Engagement and Behavior Change to Improve Health and Reduce Disparities" width="100%" height="100%"></a></div></div><div class="col-sm-9 center_body"> .sponsortype { color: #9d2235; font-size: 1.5em; margin: 0px; font-weight: 700; } <p class="sponsortype">AHA Knowledge Exchange</p><h2>Linking patients and providers at key decision-making points for better outcomes</h2><p>Health systems have an exceptional opportunity to enhance patient communication and drive service-line adoption, referrals and financial stability while meeting population health goals. When it comes to implementing and leveraging digital communication strategies and technologies to reach diverse patient populations, challenges still present themselves. By taking a proactive approach to communication and care, providers can provide crucial information needed at key decision-making times to enhance outcomes. This Knowledge Exchange ebook explores the opportunities, value and service-line implications for optimizing the patient health journey and how to leverage customized communication and education via digital technologies for improved patient-centric care.</p><div class="row"> @media (min-width:768px) { .EDsponsorFloat { float: right; } } @media (max-width:767px) { .EDLinkFloat { position: relative; left: 27%; } .EDsponsorFloat { text-align: center } } <div class="col-sm-6"><a class="btn btn-wide btn-primary EDLinkFloat" href="#DownloadFile" title="AHA Knowledge Exchange | Empowering Patient Engagement and Behavior Change to Improve Health and Reduce Disparities" data-view-context="top-level-view">Download the Report</a></div><div class="col-sm-6"><div class="EDsponsorFloat">Sponsored by: <a href="https://patientpoint.com/" target="_blank" rel="noopener nofollow"><img src="/sites/default/files/2024-11/Patient-Point-834x313.png" alt="PatientPoint Logo" width="100%" height="100%"></a></div></div></div></div></div> .sp_CTA5_holder { margin-top: 0px; border-bottom: solid 1px #555; padding-bottom: 50px; } .sp_CTA5_holder_last { border-bottom: solid 0px #555; } .sp_CTA5_holder &gt;div { overflow: auto; } .sp_CTA5_holder ul { list-style: none; /* Remove default bullets */ padding-left: 0px; /*width: calc(100% - 15%);*/ /*margin: 50px auto 0;*/ margin: auto 50px; } .sp_CTA5_holder ul li { margin-bottom: 7px; line-height: 1.5em; font-size: 16px; } .sp_CTA5_holder ul li::before { content: " "; font-size: 1em; margin-right: 10px; display: inline-block; height: 12px; background-color: #9d2235; width: 12px; position: relative; top: 0px; -webkit-transform: rotate(45deg); -moz-transform: rotate(45deg); -o-transform: rotate(45deg); } .sp_CTA5_holder ul li { padding-left: 23px; text-indent: -23px; } .body ol&gt;li, .body ul&gt;li { font-size: 16px: } .sp_CTA5_holder h2 { color: #002855; /*! line-height: 2em; */ font-size: 2.15em; margin: 0 0 15px 0; /*! font-size: 30px; */ } .sp_CTA5_holder h3 { /*color: #002855;*/ line-height: 1em; /*font-size: 1.5em;*/ margin-bottom: 25px; margin-top: 5px; font-size: 28px; } .sp_CTA5_section { margin-top: 25px } .sp_CTA5_ImgShadow { /*background-color:green;*/ /* just a visual */ text-align: center } .sp_CTA5_ImgShadow { padding-bottom: 75px; /* must match the padding on the img*/ margin: 0px; } .sp_CTA5_ImgShadow img { width: calc(100% - 35px - 15px); -webkit-box-shadow: 50px -75px 0px 0px rgba(185, 217, 235, 1); -moz-box-shadow: 50px -75px 0px 0px rgba(185, 217, 235, 1); box-shadow: 50px -75px 0px 0px rgba(185, 217, 235, 1); position: relative; top: 75px; max-width: 490px; } @media (max-width:990px) { .sp_CTA5_ImgShadow img { max-width: 350px; } } @media (max-width:990px) { .sp_CTA5_ImgShadow { padding-bottom: 75px; /* must match the padding on the img*/ margin: 0px; margin-right: 40px } } <div class="row spacer sp_CTA5_holder sp_CTA5_holder_last"><div class="col-md-12"><h3>9 ways health system leaders are harmonizing their brand across touch points to optimize the patient journey</h3><div class="sp_CTA5_section"><ul><li>Transitioning from an individual physician conversation and an office clinic to a health care system engaging with patients and their care.</li><li>Listening, leaning in and amplifying the voice of consumers to transform the patient journey to fit their needs.</li><li>Engaging with patients to build relationships, to meet them where they are and to ensure that follow-up care is occurring.</li><li>Using a health-equity strategy to reach patients in the community by taking coordination and touch points to a different level and working with them to identify social needs that impact their health care.</li><li>Learning the importance of amplifying the positive messages and specific comments about what staff are doing that connect with patients and families to fill their tank and decrease burnout.</li><li>Taking a strategic approach to understanding the consumer by generating insights from patient experience surveys and performing proactive market research through advanced analytics and qualitative research that’s anthropological in nature.</li><li>Understanding that people consume information in different ways and developing new ways of connecting, including influencer strategies.</li><li>Leading with digital to increase reach, but not forgetting populations who don’t have digital access and are unable to use digital tools and have different preferences.</li><li>Allocating resources to develop a holistic customer relationship-management solution for integrated communications and make the patient portal easy and seamless on both the front and back ends.</li></ul></div></div></div><h2>Participants</h2> /* people */ .people { margin-top: 50px; } .people img:nth-child(1) { border-radius: 200px; -moz-border-radius: 200px; -webkit-border-radius: 200px; margin-bottom: 10px; max-width: 200px; /* for Transformation Talks */ display: block; /* for Transformation Talks */ margin: auto; /* for Transformation Talks */ } .people img:nth-child(1):hover { opacity: .7 } @media (max-width:991px) { .people { margin: auto; } .people p { text-align: center } } .ci_profile { margin-bottom: 30px; display: block; text-align: center/* this is for the "Executive Dialogue" page */ } @media (max-width:991px) { .ci_profile { text-align: center } } .ci_profile p { margin: 0 0 7px 0 } .ci_profile_name { font-weight: 700; font-size: 20px; } p.ci_profile_name { font-size: 1.5em; line-height: 1.2em; margin-top: 10px } .ci_profile_title { font-style: italic; line-height: 1.3em } .ci_profile_company { font-size: 1em; } p.ci_profile_award { font-size: .8em; text-align: center; color: #55555599; font-weight: 700 } .ci_profile_social { width: auto; } .ci_profile_social i { padding-right: 25px; font-size: 20px } .ci_profile_social a:last-of-type i { padding-right: 0px; } #ci_footer-social { font-size: 1.5em; padding-top: 0px; width: 100%; text-align: right; } @media (max-width:991px) { .ci_logo { margin-top: 25px } .ci_social p { text-align: center !important; } #ci_footer-social { text-align: center } } @media (min-width:769px) { .people .rowEqual_768 { display: -webkit-box; display: -webkit-flex; display: -ms-flexbox; display: flex; flex-wrap: wrap; } .people .rowEqual_768&gt;[class*='col-'] { -ms-flex: 3; /* IE 10 */ flex: inherit; /*flex*/ width: calc((100% / 3) - 2px)/*Adjust % for the number per row, will override the bootstrap - Also needed for Safari*/ ; } } @media (max-width:767px) and (min-width:361px) { .people .rowEqual_768 { display: -webkit-box; display: -webkit-flex; display: -ms-flexbox; display: flex; flex-wrap: wrap; } .people .rowEqual_768&gt;[class*='col-'] { -ms-flex: 1; /* IE 10 */ flex: auto; width: calc((100% / 2) - 2px)/*Adjust % for the number per row, will override the bootstrap - Also needed for Safari*/ ; } } p.ci_profile_name { font-size: 1.5em; line-height: 1.2em; margin-top: 10px } .people .ci_profile_combined { font-size: 14px; line-height: 18px; } .people .ci_profile_combined span { font-style: italic; } .people .ci_profile_combined:before { content: ""; border-bottom: solid 1px #55555522; display: block; clear: both; width: 85%; margin: 5PX auto 10px; } <div class="people"><div class="row rowEqual_768"><div class="col-md-4 col-sm-6 ci_profile"><img src="/sites/default/files/2024-11/Chandler_Zach_300x300.png" alt="Zach Chandler" width="300" height="300"><p class="ci_profile_name">Zach Chandler</p><p class="ci_profile_title">Executive Vice President and Chief Strategy Officer</p><p class="ci_profile_company">Baptist Memorial Health Care Corporation</p></div><div class="col-md-4 col-sm-6 ci_profile"><img src="/sites/default/files/2024-11/Hollenkamp_Matt_300x300_0.png" alt="Matt Hollenkamp" width="300" height="300"><p class="ci_profile_name">Matt Hollenkamp</p><p class="ci_profile_title">Vice President of Marketing and Communications</p><p class="ci_profile_company">St. Elizabeth Healthcare</p></div><div class="col-md-4 col-sm-6 ci_profile"><img src="/sites/default/files/2024-11/Martini_Chris_300x300_0.png" alt="Chris Martini" width="300" height="300"><p class="ci_profile_name">Chris Martini</p><p class="ci_profile_title">Chief Provider Officer</p><p class="ci_profile_company">PatientPoint</p></div><div class="col-md-4 col-sm-6 ci_profile"><img src="/sites/default/files/2024-11/Rouse_Jackie_300x300.png" alt="Jackie Rouse" width="300" height="300"><p class="ci_profile_name">Jackie Rouse, DrPH</p><p class="ci_profile_title">Area Vice President, Community Health–Midwest</p><p class="ci_profile_company">Advocate Health</p><div class="ci_profile_social">&nbsp;</div></div><div class="col-md-4 col-sm-6 ci_profile"><img src="/sites/default/files/2024-04/Hoppszallern_Suzanna_300x300%20%281%29.png" alt="Suzanna Hoppszallern" width="300" height="300"><p class="ci_profile_name">Moderator:</p><p class="ci_profile_name">Suzanna Hoppszallern</p><p 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<div class="field-content sed-thumb"> <a href="/2024-11-14/empowering-patient-engagement-and-behavior-change-improve-health-and-reduce-disparities" hreflang="en"><img loading="lazy" src="/sites/default/files/styles/small_200x200/public/2024-11/VED_PatientPoint_Engagement_620x381.jpg?itok=dHKIfRK6" width="200" height="123" alt="PatientPoint_Engagement_620x381" /> </a> </div> </div><div class="views-field views-field-created"> <span class="field-content"><time datetime="2024-11-13T15:51:45-06:00">Nov 13, 2024</time> </span> </div><div class="views-field views-field-title"> <span class="field-content"><a href="/2024-11-14/empowering-patient-engagement-and-behavior-change-improve-health-and-reduce-disparities" hreflang="en">Empowering Patient Engagement and Behavior Change to Improve Health and Reduce Disparities</a></span> </div><div class="views-field views-field-body"> <div class="field-content">Empowering patient engagement and leveraging customized communication and education via digital technologies to improve health and reduce disparities.</div> </div></div> <div class="article views-row"> <div class="views-field views-field-field-page-title-background"> <div class="field-content sed-thumb"> <a href="/2024-10-30/aligning-payers-and-partners-value-based-care" hreflang="en"><img loading="lazy" src="/sites/default/files/styles/small_200x200/public/2024-10/KnowEx_CorroHealthh_Medicaid_620x381.jpg?itok=HS9Y48c8" width="200" height="123" alt="KnowEx_CorroHealth_Medicaid" /> </a> </div> </div><div class="views-field views-field-created"> <span class="field-content"><time datetime="2024-10-29T15:17:14-05:00">Oct 29, 2024</time> </span> </div><div class="views-field views-field-title"> <span class="field-content"><a href="/2024-10-30/aligning-payers-and-partners-value-based-care" hreflang="en">Aligning Payers and Partners for Value-based Care</a></span> </div><div class="views-field views-field-body"> <div class="field-content">As value-based care models grow, hospitals, providers and payers need to align goals and incentives to improve patient outcomes and reduce costs.</div> </div></div> <div class="article views-row"> <div class="views-field views-field-field-page-title-background"> <div class="field-content sed-thumb"> <a href="/2024-09-26/transforming-behavioral-health-journey" hreflang="en"><img loading="lazy" src="/sites/default/files/styles/small_200x200/public/2024-09/Iris-Telehealth-banner-620x381.jpg?itok=QQ9C-7Mp" width="200" height="123" alt="Iris-Telehealth-banner-620x381" /> </a> </div> </div><div class="views-field views-field-created"> <span class="field-content"><time datetime="2024-09-25T14:49:38-05:00">Sep 25, 2024</time> </span> </div><div class="views-field views-field-title"> <span class="field-content"><a href="/2024-09-26/transforming-behavioral-health-journey" hreflang="en">Transforming the Behavioral Health Journey</a></span> </div><div class="views-field views-field-body"> <div class="field-content">Transforming the behavioral health journey with strategic initiatives to build a sustainable and coordinated behavioral health services continuum.</div> </div></div> </div> </div> <div class="more-link"><a href="/aha-knowledge-exchange-archive">View All: AHA Knowledge Exchange</a></div> </section> </div> </div></div> Wed, 13 Nov 2024 15:51:45 -0600 Patient and Family Education/Engagement Child and Adolescent Health: Patient-family engagement /child-and-adolescent-health-patient-family-engagement <h1 class="repository-intro">Child and Adolescent Health: Patient-Family Engagement</h1><p class="repository-intro">Engaging patients, family members, and communities to design care that meets their priorities and needs.</p> Wed, 18 Sep 2024 15:35:01 -0500 Patient and Family Education/Engagement Maternal Health: Resources from the Field /bhmb-resources-field <h1 class="repository-intro">Maternal Health: Resources from the Field</h1><p>Improving maternal and infant outcomes in the U.S. is a top priority for health care organizations. Lasting progress requires all stakeholders to work together to pursue advancements in maternal care.</p><p>These resources from expert professional groups can help hospitals optimize maternal safety and outcomes.</p> Thu, 05 Sep 2024 12:04:04 -0500 Patient and Family Education/Engagement Member Issue Brief: Implementing Patient Out-of-pocket Cost Estimators /member-issue-brief-implementing-patient-out-pocket-cost-estimators <div class="row"><div class="col-md-8"><p>Patients have many questions when planning for their care. An important one is: How much is this going to cost me? While hospitals and health systems have generally relied on financial advisors to help patients with inquiries about what they may pay for care, technological advances are enabling them to help patients find this information in new ways, particularly through online tools. This issue brief lays out the key components of effective online tools used by hospitals and health systems to help patients understand their potential out-of-pocket costs and highlights several different approaches providers have taken.&nbsp;View the entire issue brief <a href="/system/files/media/file/2020/10/member-issue-brief-advancing-price-transparency.pdf" target="_blank">here</a>. Also see case studies below.</p></div><div class="col-md-4"><p><a href="/system/files/media/file/2020/10/member-issue-brief-advancing-price-transparency.pdf" title="Click to download Implementing Patient Out-of-pocket Cost Estimators issue brief"><img src="/sites/default/files/inline-images/member-issue-brief-implementing-patient-out-of-pocket-cost-estimators-440.png" alt="Implementing Patient Out-of-pocket Cost Estimators cover" width="442" height="571" title="Click to download Implementing Patient Out-of-pocket Cost Estimators"></a></p><p><a href="/system/files/media/file/2020/10/member-issue-brief-advancing-price-transparency.pdf" title="Click to download Implementing Patient Out-of-pocket Cost Estimators issue brief"></a></p><p><a href="/system/files/media/file/2020/10/member-issue-brief-advancing-price-transparency.pdf" title="Click to download Implementing Patient Out-of-pocket Cost Estimators issue brief"></a><a class="btn btn-wide btn-primary" href="/system/files/media/file/2020/10/member-issue-brief-advancing-price-transparency.pdf">Download Issue Brief</a></p></div></div> Mon, 12 Aug 2024 16:51:07 -0500 Patient and Family Education/Engagement Caregivers Need Care Too /advancing-health-podcast/2024-05-29-caregivers-need-care-too <p>As Americans age, health care is seeing a shift in addressing the unique needs of older adults. But what about those caring for their loved ones? In this conversation, Diane Mariani, program manager at Rush University Medical Center, discusses their Caring for Caregivers program, which shares resources and guidance to family and friends who care for older adults, while helping them better manage their own health and wellness.</p><p>To watch the video version of this podcast visit: <a href="https://www.youtube.com/watch?v=lRIIvSuEmMc" target="_blank">https://www.youtube.com/watch?v=lRIIvSuEmMc</a>.</p><hr><div></div><div class="raw-html-embed"> <details class="transcript"> <summary> <h2 title="Click here to open/close the transcript."> <span>View Transcript</span><br> &nbsp; </h2> </summary> <p> 00;00;01;10 - 00;00;27;09<br> Tom Haederle<br> The population of older adults will exceed 95 million in the United States by the year 2060. As Americans age, the need to adapt models of care to address the unique needs of older adults increases. Also needed models that care for the caregivers of older adults. </p> <p> 00;00;27;12 - 00;01;03;14<br> Tom Haederle<br> Welcome to Advancing Health, a podcast from the �� Association. I'm Tom Haederle with AHA communications. In this podcast, Raahat Ansari, senior program manager of Population Health with the AHA talks with Diane Mariani, program manager of the Social Work and Community Health Department at Rush University Medical Center, about customizable interventions to support family caregivers. Rush has developed a caring for caregivers model to share resources and guidance that help family and friends who care for older adults better manage their own health and wellness while meeting their loved ones needs. </p> <p> 00;01;03;16 - 00;01;31;29<br> Tom Haederle<br> Rush University Medical Center has been recognized as an age friendly health system, an initiative of the John A. Hartford Foundation and Institute for Health Care Improvement in partnership with the and the Catholic Health Association of the United States. Age Friendly health systems is a movement that aims to enhance care for all older adults by implementing the "4Ms" framework focused on: what matters to the patient, as well as medications, mentation and mobility. </p> <p> 00;01;32;01 - 00;01;35;27<br> Tom Haederle<br> Let's join Raahat and Diane in conversation. </p> <p> 00;01;35;29 - 00;01;51;10<br> Raahat Ansari<br> Thanks for joining us today. Today we are here with Diane Mariani, program manager at Rush University Medical Center in Chicago. And she's here today to talk to us about Rush's Caring for Caregivers program. Diane, welcome. </p> <p> 00;01;51;16 - 00;01;54;07<br> Diane Mariani<br> Thank you, Raahat. So glad to be here today. </p> <p> 00;01;54;08 - 00;01;58;06<br> Raahat Ansari<br> Of course, we're we're so happy that you were able to make it and make it here in person. </p> <p> 00;01;58;08 - 00;02;10;07<br> Raahat Ansari<br> One of the perks of being is sharing a beautiful city together. That's right. well, I was hoping that you could start off by telling us a little bit about this really important program that you have, the caring for Caregivers program. Tell us a little bit about it. </p> <p> 00;02;10;08 - 00;02;22;16<br> Diane Mariani<br> Absolutely. so the Rush Caring for Caregivers program was initiated in 2019, and we received funding from the RRF Foundation for aging. </p> <p> 00;02;22;18 - 00;02;55;15<br> Diane Mariani<br> So they're a wonderful source of grant support and funding. And we decided to develop a program for family caregivers because family caregivers are really a critical part of critical support for the health care system. And they're really not recognized. They're kind of under-recognized, undervalued, and, and not really supported. So with that funding, we created a program to ensure that we were identifying caregivers. We were going to be hoping to understand them and what their needs were and then providing support for them. </p> <p> 00;02;55;17 - 00;03;19;28<br> Raahat Ansari<br> That's fantastic. And just for our listeners who might not be aware of the organization that you shared, RRF, could you just tell us what the what the organization stands for? </p> <p> 00;03;20;00 - 00;03;34;00<br> Diane Mariani<br> Well, they go by RRF Foundation for aging, but it used to be named Retirement Research Fund. And so they really have a focus - and many focuses - but one of the focuses on the health and well-being of older adults. So the program that we created actually does kind of focus on those caregivers that are caring for older adults. </p> <p> 00;03;34;02 - 00;03;55;07<br> Raahat Ansari<br> And that makes perfect sense. And that actually especially why you're here joining with us today, to talk a little bit about how the important work that AHA does with the Age Friendly health systems work, which is a program, as you well know, which is geared towards implementing the 4Ms framework, which is focused on providing enhanced care to older adults. </p> <p> 00;03;55;09 - 00;04;37;10<br> Raahat Ansari<br> And the 4M’s of that framework are what matters, and making sure we understand what matters to the older adults as well as their family. Medication and making sure they're on safe medications. If there's any need for high risk medications that that's evaluated and appropriately given. Mentation, constantly making sure that the older adult is being cared for and is in a good state and mental state, making sure that their depression and dementia delirium is all being monitored and tracked, as well as mobility and making sure that those older adults are being able to be safely mobile and reducing the risk falls. </p> <p> 0;04;37;10 - 00;04;54;24<br> Raahat Ansari<br> But of course, that doesn't necessarily mean that they just sit in the chair and they sit in the bed. And that's definitely not the ideal way to be safe. So can you tell us a little bit about what you do in your program that is specific to these older adults and how you pay close attention to that specific population? </p> <p> 0;04;54;26 - 00;05;25;03<br> Diane Mariani<br> Yes, definitely. so Rush is an Age Friendly health system, happy to say. And, so, you know, we really recognize the importance of those 4Ms in the care of older adults. And with our caregiver program, we also focus on those forms for the caregiver, which is really kind of special and unique. So the program really, as I mentioned, let me just say, first of all, that we really had a goal of kind of doing a systems change. </p> <p> 00;05;25;03 - 00;05;52;17<br> Diane Mariani<br> And, you know, that's a big undertaking when you're really trying to do a shift, you know, almost a culture shift, you know, just and really getting just system wide, providers, and others to really recognize the importance of these family, caregivers in supporting older adults. And that, you know, their health and well-being is just greatly connected to the health and well-being right of who they're caring for. </p> <p> 00;05;52;20 - 00;06;24;28<br> Diane Mariani<br> So in our program, we identify caregivers, including putting them into the electronic health record so that when a provider goes to open a chart of an older adult, it's clearly identified if they have somebody that's providing care for them, contact information, etc.. So this already tells the provider, the health care team, that here is somebody that is kind of working in direct contact with this older adult patient of theirs, and they're an important member of the health care team, and they see them clearly. </p> <p> 00;06;25;00 - 00;06;49;18<br> Diane Mariani<br> And then we also do a host of, assessments, evidence-based assessments on caregivers to really identify what their needs are. And this is really geared to their mental and emotional and physical health. And as they are providing care and every caregiver is unique, you know, there's just so we do very individualized, approach in everything we do and we assess their needs. </p> <p> 00;06;49;21 - 00;06;52;14<br> Diane Mariani<br> And then we develop a plan of support for them. </p> <p> 00;06;52;16 - 00;07;13;18<br> Raahat Ansari<br> That sounds amazing. And I'm so happy to hear that the 4Ms are being applied to those caregivers, because just like you said, that that group of individuals are so important to ensure that they are cared for so that they can provide appropriate care to their loved ones. Can you tell us a little bit about some of the outcomes that you've seen through this amazing program that you have? </p> <p> 00;07;13;20 - 00;07;38;18<br> Diane Mariani<br> Sure. Very excited about the outcomes that we're seeing. So for our caregivers, we're seeing, significant reductions in depressive symptoms, anxiety symptoms, and caregiver burden. So now, you know, some people may well what is caregiver burden? Well, we are really looking at and we assess for this. It's really what is the impact on health and well-being. Financial is included in there. </p> <p> 00;07;38;18 - 00;08;03;25<br> Diane Mariani<br> Just overall you know, you know, what is the impact as they're providing that care in that caregiving role? And sometimes it's really just about helping them develop a plan for themselves and for the older adult. Sometimes it's bringing in additional resources and support. Sometimes it's really working through family dynamics. That's a big one for many. </p> <p> 00;08;03;28 - 00;08;20;20<br> Diane Mariani<br> And I think you really, you know, can't get around knowing and working with family dynamics when you're working with caregivers and care recipients. And it's also advanced care planning. So what's the plan? What's the current plan and what's the future plan. And we help them develop those plans </p> <p> 00;08;20;23 - 00;08;31;14<br> Raahat Ansari<br> That makes perfect sense. I heard us talk about the steps of the program and that the first step is identifying this dyad. </p> <p> 00;08;31;17 - 00;08;35;08<br> Raahat Ansari<br> How does that how does that work? Can you talk a little bit more about that? </p> <p> 00;08;35;11 - 00;08;49;09<br> Diane Mariani<br> Sure. It's really interesting too, because, you know, we use the term caregiver because we have to have some kind of a name to be able to know what we're talking about. But so many that are providing care don't resonate with that. </p> <p> 00;08;49;10 - 00;09;00;10<br> Diane Mariani<br> You know, it just doesn't connect with that term of caregiver. It's just something that they do, just like naturally. Absolutely. You know, we hear: I'm not a caregiver. I'm a son, I'm a daughter, right. This is my wife, etc. </p> <p> 00;09;00;11 - 00;09;07;23<br> Raahat Ansari<br> So obviously you're going to run the groceries, you're going to take dad to the doctor's appointments. </p> <p> Diane Mariani<br> Just what you do if you're a family member. </p> <p> Raahat Ansari<br> And that means that you're a caregiver. </p> <p> 00;09;07;23 - 00;09;31;05<br> Diane Mariani<br> That's right. You're providing care. So we we're really aware of the language we're using and the approach that we take, because if we just ask, are you a caregiver? We're going to get a lot of no's. And let me just mention to when I keep saying family caregiver. And that's really just to recognize that there's also direct care workforce out there that are providing caregiving, which is very important as well. </p> <p> 00;09;31;12 - 00;09;56;27<br> Diane Mariani<br> But when I say family, I really mean family, which could be family, friends, family of choice, neighbors, church members. It's really anyone who is providing some type of care and assistance. So we do really consider language and we ask questions of like, are you providing care? And then we list some of those as you did, you know, shopping and we mention because otherwise you're not thinking about it. </p> <p> 00;09;56;29 - 00;10;18;29<br> Diane Mariani<br> And additionally those assessments we do, especially one particular one - it's called the burden scale for family caregivers. It really hones in on that. And it starts to kind of ask about some of those things. And that tool sometimes has somebody to self-identify. They'll sometimes, based on those questions, still kind of say, oh gosh, I am providing care. </p> <p> 00;10;18;29 - 00;10;35;27<br> Diane Mariani<br> Or I didn't realize the impact this was having in my life. </p> <p> Raahat Ansari<br> That's so interesting. So this assessment specifically, works to identify a burden that a caregiver may be experiencing or, </p> <p> Diane Mariani<br> Yes, something. And of course, we hate that word burden, but that's the name of the scales. </p> <p> 00;10;35;27 - 00;10;36;06<br> Raahat Ansari<br> Sure. </p> <p> 00;10;36;06 - 00;10;39;19<br> Diane Mariani<br> There it is. Yeah. But really it's just what's the impact, right? </p> <p> 00;10;39;19 - 00;11;00;06<br> Diane Mariani<br> Because nobody wants to think that their, their loved one is placing a burden. Of course not. But it's really just honing in on like, you know, just what impact it has and how we can support and how we can minimize, any kind of strain that it may have. Bbecause it is an additional task. And some of those tasks are quite intense. </p> <p> 00;11;00;06 - 00;11;11;03<br> Diane Mariani<br> Some of them are very medical in nature, and most of us aren't trained in those areas. And we may not have been ready, willing or able to provide the care that we are now expected to be providing. </p> <p> 00;11;11;05 - 00;11;37;00<br> Raahat Ansari<br> That makes perfect sense. One of the things that we're expanding into, with the age friendly work that we're doing now, is having a little bit more of a focus on health equity and making sure that we're understanding the individual and their background and the different cultures and the language and, how all of that plays into how one might, one might make their care preferences. </p> <p> 00;11;37;02 - 00;11;42;07<br> Raahat Ansari<br> How do you account for that in the caregiver program? </p> <p> 0;11;42;10 - 00;12;04;13<br> Diane Mariani<br> That's so important. And so as I mentioned earlier, we really look at each individual caregiver, you know, that caregiver comes to us, or as referred to us, and we're really spending the time to get to know them. In fact, we don't even call it a assessment when we work with them. </p> <p> 00;12;04;13 - 00;12;25;23<br> Diane Mariani<br> We call it a getting to know you meeting. Because really, that's what we're doing. First of all, we want to make sure that they're heard because caregivers often go unheard. So we want to know from their perspective what's happening for them, you know, what kind of care they're providing, just what their situation is. </p> <p> 00;12;25;29 - 00;12;46;11<br> Diane Mariani<br> You know, sometimes they're living with the person they're caring for. Sometimes they're long distance, sometimes they're an hour. Whatever it is, we have that conversation with them. So as we listen to them and have that conversation, first of all, we're hearing reflecting back what we hear. So we understand, making sure they're heard and understood. </p> <p> 00;12;46;13 - 00;13;11;19<br> Diane Mariani<br> And then we do start asking those series of questions that kind of gets a little bit more information identifying their needs, but also what are their preferences. Right. You know, what are their, you know, culturally, you know, sometimes culturally they don't have a choice in providing the care. It's just part of what they do culturally that's not going to change. </p> <p> 00;13;11;21 - 00;13;34;13<br> Diane Mariani<br> it can also be part of the culture not to have any additional support come in as far as like a caregiver or outside help...it's within the family. So those are the aspects that we take in and consider and just support that caregiver in developing a plan that works within their beliefs, their values, their culture, etc. </p> <p> 00;13;34;15 - 00;13;44;16<br> Raahat Ansari<br> That is amazing to hear that you are working to ensure that, all cultures are accounted for and, and preferences are accounted for as well. </p> <p> 00;13;44;22 - 00;13;53;11<br> Raahat Ansari<br> Could you share a story, perhaps about a time when you were able to account for an individual's and a family's cultural preferences? </p> <p> 00;13;53;14 - 00;14;21;07<br> Diane Mariani<br> Sure. That's a good question. So there's so many different circumstances. I mean, my mind is swimming right now, but I do have one that I can share with you, that I think we've seen several times, where for this particular person's cultural, you know, viewpoint, as the oldest daughter in this particular family, it was her role. </p> <p> 00;14;21;07 - 00;14;44;21<br> Diane Mariani<br> I mean, that's just the culture is the oldest daughter is responsible for the care of the parents as they as they get older, as they need. So that was kind of her designated role. It was culturally part of what she was charged with doing. But she was overwhelmed by it. And her mom was caring for her mom at the time, who was diagnosed with dementia. </p> <p> 00;14;44;23 - 00;15;28;29<br> Diane Mariani<br> And, she was also working at the time. And so what we did, what we worked with her on is...because she couldn't change the role and it was not an option to bring in additional help, so to speak. It was really kind of shoring up her, resources, her coping skills, and also, really helping her to understand the disease that you know, her mom had, you know, really giving her some education on dementia and also really some practical tips, and resources for managing some of those behaviors and some of the aspects, you know, that maybe the repetition and asking something, how do you manage that? </p> <p> 00;15;29;04 - 00;15;45;10<br> Diane Mariani<br> Some redirecting if somebody is asking over and over - just different tips that she had not known before that really then gave her like almost like a toolkit to be able to use as she proceeded in her role. And it did reduce her burden and some of the anxiety that she was feeling about her role. </p> <p> 00;15;45;12 - 00;15;53;27<br> Raahat Ansari<br> That's amazing to hear how you were able to provide benefit to that caregiver within those certain parameters so that that's amazing. </p> <p> 00;15;53;27 - 00;16;11;26<br> Raahat Ansari<br> And thank you so much for sharing that. Can you tell us a little bit...I understand that the program is going national and that folks are able to join at no cost to them. can you tell us a little bit about if an organization is interested in bringing this type of program to their organization? </p> <p> 00;16;12;03 - 00;16;13;09<br> Raahat Ansari<br> How would one go about doing that? </p> <p> 00;16;13;09 - 00;16;42;27<br> Diane Mariani<br> Oh, I'd love to share about that. So, as I mentioned, you know, the program was originally funded by RRF Foundation for Aging for the creation of it, and it continued to support us over the years. And then the John A. Hartford Foundation provided funding for us to pilot test the model in six age friendly health systems to really just see, you know, kind of look at, you know, is it implementable in all settings or in a variety of settings? </p> <p> 0;16;43;00 - 00;17;03;16<br> Diane Mariani<br> Looking at maybe scaling and spreading it across the country. So we did do that pilot testing, was very successful. And we did implement in a variety of settings. You know, we did a dialysis center. We did a geriatric primary care setting, we did a caregiver resource center, etc., an ACE unit, which is, an acute elder care unit. </p> <p> 00;17;03;18 - 00;17;27;19<br> Diane Mariani<br> So we really got, you know, an understanding of, of, how this could be implemented in just various ways, in different settings. So, based on that success, we were refunded by the John A. Hartford Foundation to then share this model with other age friendly health systems and area agencies on aging across the country. </p> <p> 00;17;27;24 - 00;17;54;17<br> Diane Mariani<br> So really, they can just contact myself, or look at our website, Caring for Caregivers Across the U.S. and get in contact. And we are happy to just have a kind of a chat, a meeting to kind of explain the program and then what we do is really, like work with that particular health system to see how is it going to be adaptable for their setting, because not all settings have the same resources available. </p> <p> 00;17;54;17 - 00;18;03;00<br> Diane Mariani<br> So we really work with, that setting to, to kind of develop that plan. We do a full training and then offer technical support. </p> <p> 00;18;03;00 - 00;18;14;14<br> Raahat Ansari<br> And I just want to get a little bit of clarification, because I think I heard us talk about how you are testing it in a dialysis center and different, and like the ACE unit, which all are, you know, clinical sites. </p> <p> 00;18;14;21 - 00;18;23;19<br> Raahat Ansari<br> Did I hear about a caregiver resource center? And is that something that's a little bit non-clinical? And maybe you can expand on that for some of our listeners who might not be as familiar. </p> <p> 0;18;23;22 - 00;18;36;02<br> Diane Mariani<br> So one of the sites that that pilot tested for us was Northwell Health, and one of their settings was they have several caregiver resource centers within their health system. </p> <p> 00;18;36;04 - 00;19;03;23<br> Diane Mariani<br> And so we tested that model there. It's not a clinical setting. It's not a medical setting, although it's within a medical setting, but it is a clinical setting because it's, like our program at Rush, it's got licensed clinical social workers that are supporting caregivers. So what they were doing was a little bit more like care management for their caregivers and connecting them to resources. </p> <p> 00;19;03;25 - 00;19;10;00<br> Diane Mariani<br> But what they weren't doing was what we do is going into those individualized sessions for caregivers. </p> <p> 00;19;10;01 - 00;19;10;07<br> Raahat Ansari<br> Okay. </p> <p> 0;19;10;10 - 00;19;17;14<br> Diane Mariani<br> So that's what they brought into their resource center. So they kind of enhanced what they were already providing. </p> <p> 00;19;17;17 - 00;19;25;12<br> Diane Marianiv And that's perfect. So it looks like there's a few different ways to get involved, a few different types of sites that can reach out to you if they chose to be involved. </p> <p> 00;19;25;17 - 00;19;26;13<br> Diane Mariani<br> Absolutely. </p> <p> 00;19;26;18 - 00;19;32;12<br> Raahat Ansari<br> And I think we're just right on time. So just any last comments or anything that you wanted to share to our listeners today? </p> <p> 00;19;32;27 - 00;19;56;29<br> Diane Mariani<br> I think our goal is we just want caregivers to be supported. Because when you support those caregivers, the care recipients are going to do better. And we have outcomes to show that, too. We're seeing reductions in ED visits, lengths of stay and times that older adults are coming into the hospital, which is really important for for them and for health systems at large. </p> <p> 00;19;56;29 - 00;20;21;21<br> Diane Mariani<br> And one last thing I'd like to add, is how can caregivers really get this information or get involved or get connected? So for caregivers that are in Illinois, they can reach directly out to Rush University Medical Center at the Caring for Caregivers program. And we can support them. For those that are outside of Illinois, certainly watch for your health care system to be implementing the Caring for Caregivers program. </p> <p> 00;20;21;25 - 00;20;35;24<br> Diane Mariani<br> But in the meantime, as we're sharing this model, I would suggest reaching out to your area agency on aging because most of them, if not all of them, do have caregiver supports and can connect you to important resources. </p> <p> 0;20;35;26 - 00;20;39;03<br> Raahat Ansari<br> That sounds fantastic. Thank you so much for your time today. </p> <p> 00;20;39;05 - 00;20;47;15<br> Tom Haederle<br> Thanks for listening to Advancing Health. Please subscribe and write us five stars on Apple Podcasts, Spotify, or wherever you get your podcasts. </p> </details> </div> Wed, 29 May 2024 07:52:06 -0500 Patient and Family Education/Engagement Rural Hospital Reduces No-Shows with a Boost in Patient Engagement /aha-center-health-innovation-market-scan/2024-04-30-rural-hospital-reduces-no-shows-boost-patient-engagement <div class="container"><div class="row"><div class="col-md-8"><p><img src="/sites/default/files/inline-images/Rural-Hospital-Reduces-No-Shows-with-a-Boost-in-Patient-Engagement.png" data-entity-uuid="bf0dab79-7ede-43b6-aa74-63f11e62df45" data-entity-type="file" alt="Rural Hospital Reduces No-Shows with a Boost in Patient Engagement. A farmer in overalls and a baseball cap stands in a crop field talking on his phone." width="100%" height="100%"></p><p><a href="https://www.ncbi.nlm.nih.gov/pmc/articles/PMC8363800/" target="_blank" title="National Library of Medicine: A decade post-HITECH: Critical access hospitals have electronic health records but struggle to keep up with other advanced functions">National Library of Medicine research</a> has shown that critical access hospitals (CAHs) lag behind non-CAHs for advanced use of electronic health records (EHRs), specifically in the use of patient engagement features.</p><p><a href="https://www.spartahospital.com/" target="_blank" title="Sparta Community Hospital homepage">Sparta Community Hospital</a>, in a rural Illinois town about 50 miles southeast of St. Louis, is bucking this trend. It is using proactive, patient-facing communication technology that integrates with its EHR system data to reach patients in a more user-friendly way to reduce its no-show rates.</p><p>The hospital’s average no-show rate was nearly 15%, about 25% higher than the average in the field. The organization implemented a one-way messaging platform (<a href="https://trubridge.com/solutions/patient-engagement/" target="_blank" title="TruBridge: Patient Engagement">Patient Connect from TruBridge</a>) that combines the EHR with the communication system to deliver relevant medical reminders and information directly to patients.</p><p>Automated appointment reminders and messages streamline appointments by gathering pertinent health, insurance, identification and, eventually, payment information ahead of time through integration with the EHR. The platform also serves linguistically diverse patients by providing language services, such as translation, before appointments to ease the process of filling out documents.</p><p>The automated messages provide an opportunity to reschedule with a few keystrokes rather than requiring patients to pick up the phone, an experience barrier that was suspected to contribute to no-shows.</p><p>Since implementation, the hospital has reduced no-show rates from 15% to 9%, the hospital reports. In addition, it has seen a 50% reduction in the burden on clinical staff since launching the platform.</p><p>Without the need to make appointment-reminder phone calls, and collect insurance and health information at the start of an appointment, administrators are free to do more pressing, high-value tasks such as processing insurance claims or improving the experience of care in the physical facility.</p><p>The hospital plans to use the platform in its mobile clinics that drive to underserved areas where populations lack access to care. The platform also will be expanded to collect co-pays prior to appointments — an important consideration because the mobile clinics do not accept cash payments.</p></div><div class="col-md-4"><p><a href="/center" title="Visit the AHA Center for Health Innovation landing page."><img src="/sites/default/files/inline-images/logo-aha-innovation-center-color-sm.jpg" data-entity-uuid="7ade6b12-de98-4d0b-965f-a7c99d9463c5" alt="AHA Center for Health Innovation logo" width="721" height="130" data-entity- type="file" class="align-center"></a></p><p><a href="/center/form/innovation-subscription"><img src="/sites/default/files/2019-04/Market_Scan_Call_Out_360x300.png" data-entity-uuid data-entity-type alt width="360" height="300"></a></p></div></div></div>.field_featured_image { position: absolute; overflow: hidden; clip: rect(0 0 0 0); height: 1px; width: 1px; margin: -1px; padding: 0; border: 0; } .featured-image{ position: absolute; overflow: hidden; clip: rect(0 0 0 0); height: 1px; width: 1px; margin: -1px; padding: 0; border: 0; } Tue, 30 Apr 2024 06:00:00 -0500 Patient and Family Education/Engagement Solutions to Improve Shared Decision-Making and Informed Consent /education-events/solutions-improve-shared-decision-making-and-informed-consent <p><em><strong>AHA Leadership Scan: A Series of Virtual Panel Discussions</strong></em></p><p><strong>Solutions to Improve Shared Decision-Making and Informed Consent</strong> &nbsp;<br><em>How to engage patients with evidence-based information and insights &nbsp;</em></p><p><strong>Tuesday, December 12, 2023&nbsp;</strong><br><em>1 - 2 p.m. Eastern; noon - 1 p.m. Central; 10 - 11 a.m. Pacific</em> &nbsp;&nbsp;</p><div class="webreplay"> .webreplay{ border: solid 2px #777; padding: 15px 5px; margin: 0 0 10px 15px; } @media (min-width:360px){ .webreplay{ min-width: 290px; float: right; } } <h2 class="text-align-center"><small>On-demand Webinar</small></h2>&nbsp;MktoForms2.loadForm("//sponsors.aha.org", "710-ZLL-651", 3563);</div><p>&nbsp;</p><p>Individual surgical and preprocedural risk assessment enhances the patient care experience and outcomes by informing shared decision-making, strengthening the consent process and supporting clinical management. Additionally, shared decision-making is known to reduce the cost of care. These discussions among physicians and patients (including their family members or caregivers) form the bedrock of perioperative informed consent.&nbsp;</p><p>Instituting shared decision-making requires leadership involvement. Staff may need to be trained in what shared decision-making is and how to implement it. There also may be changes in staff assignments, workflow and resources that will need your guidance and approval.&nbsp;</p><p>The optimal decision considers evidence-based information about available options, the provider’s knowledge and experience and the patient’s values and preferences.&nbsp;</p><p>Nevertheless, the rate and quality of risk documentation needs to be improved, notes a study published in 2020 in Perioperative Medicine<sup>1 </sup>.&nbsp;</p><p>To truly engage patients in shared decision-making and provide proper informed consent, clinicians not only need the appropriate risk data, but they need to share it with patients and document these conversations. Implementing tools that can deliver insights into perioperative risk can enhance patient safety and the delivery of care. Lastly, where preference sensitive conditions exist, the use of validated decision aids should be part of the shared decision-making.&nbsp;</p><p>Join us as our panel explores ways to improve shared decision-making, how to implement it and what data and tools can deliver insights to assist in this process.&nbsp;</p><p><strong>Attendees Will Learn:&nbsp;</strong></p><ul><li>To share best practices on shared decision-making’s essential role in informed consent and pragmatic care.&nbsp;</li><li>To assess the impact of shared decision-making on the patient experience, clinical outcomes and cost of care.&nbsp;</li><li>To examine how social determinants of health impact informed consent and shared decision-making.&nbsp;</li><li>To understand considerations when implementing shared decision-making processes and tools, including the use of decision aids where preference-sensitive conditions exist.&nbsp;</li></ul><p><sup>1 </sup>https://perioperativemedicinejournal.biomedcentral.com/articles/10.1186/s13741-020-00156-2&nbsp;</p><p>&nbsp;</p><p><strong>Session Panelists:&nbsp;</strong></p><p>Dan Handel, MD, MBA, MPH&nbsp;<br><em>Vice President / Chief Medical Officer, Central Area&nbsp;</em><br><strong>Atrium Health&nbsp;</strong></p><p>Steven Diaz, MD&nbsp;<br><em>Chief Medical Officer&nbsp;</em><br><strong>MaineGeneral Health&nbsp;</strong><br>&nbsp;<br>Mary Dale Peterson, MD, MSHCA, FACHE, FASA&nbsp;<br><em>Executive Vice President and Chief Operating Officer&nbsp;</em><br><strong>Driscoll Health System&nbsp;</strong><br><em>Past President </em>at the <strong>American Society of Anesthesiologists&nbsp;</strong></p><p>Joshua A Bloomstone, MD, MSc, FASA&nbsp;<br><em>Chief Medical Officer&nbsp;</em><br><strong>Envision Healthcare&nbsp;</strong><br>&nbsp;<br><strong>AHA Moderator:</strong>&nbsp;</p><p>Rhonda Fischer, RN &nbsp;<br><em>Team Training Clinical Program Lead&nbsp;</em><br><strong>The �� Association&nbsp;</strong></p><p>&nbsp;</p><p>By attending the AHA Leadership virtual panel discussion "Solutions to Improve Shared Decision-Making and Informed Consent" offered by the AHA, participants may earn up to <strong>1 ACHE Qualified Education Hour</strong> toward initial certification or recertification of the Fellow of the American College of Healthcare Executives (FACHE) designation.&nbsp;</p><p>&nbsp;</p> Thu, 02 Nov 2023 09:25:42 -0500 Patient and Family Education/Engagement CMS announces Medicare Part B dementia care model /news/headline/2023-07-31-cms-announces-medicare-part-b-dementia-care-model <p>The Centers for Medicare &amp; Medicaid Services today <a href="https://innovation.cms.gov/innovation-models/guide">announced</a>&nbsp;the Guiding an Improved Dementia Experience (GUIDE) Model, a voluntary national Medicare payment model beginning next July that aims to help dementia patients remain at home and improve quality of life for them and their caregivers. Participating Medicare Part B providers and suppliers will receive a monthly per-beneficiary amount for providing care management and coordination and caregiver education and support services. Certain safety net providers in the new program track will be eligible for a one-time, lump sum infrastructure payment to support program development activities. CMS is accepting <a href="https://app1.innovation.cms.gov/GUIDELOI/s/">letters of interest</a>&nbsp;through Sept. 15 and plans to release a request for applications this fall.&nbsp;<br /> &nbsp;</p> Mon, 31 Jul 2023 15:01:00 -0500 Patient and Family Education/Engagement