A Patient and Family Experience Framework: Combining Lean & Person Centered Care

Cathy Bachner, Patient Partner, Huron Perth Healthcare Alliance
Anne Campbell RN, BScN, MN | VP Partnerships and Chief Nurse Executive, Huron Perth Healthcare Alliance
In 2009, the Huron Perth Healthcare Alliance (HPHA) identified Patient and Family Centered Care (PFCC) a priority and concurrently adopted Lean methodology to sustain continuous improvement at all levels. Sustaining PFCC and Lean principles was a challenge with one not aligning with the other. The Patient and Family Experience Framework was developed to blend these principles and create a culture where the principles were lived daily. As a result, PCC and Lean principles have been sustained through the voice of the patient and the voice of the staff co-creating the way we deliver patient care and health care services. With leadership development and extensive patient and staff engagement at all levels, the culture transformed over six years with measurable outcomes in decreased wait times, revised care processes, reduced complaints, improved patient and staff experience, and program redesign with cost savings. This presentation will describe the journey, outcomes and lessons learned.
Related content
-
Culture & Leadership | Staff & Provider Engagement
Nonviolent Communication to Improve the Human Experience
Discover the transformative power of Nonviolent Communication (NVC) in this engaging webinar. Grounded in emotional intelligence, NVC equips healthcare professionals with tools to resolve disputes and prevent conflict escalation through clear, compassionate communication. Participants will explore NVC’s four-step framework, which focuses on identifying feelings, understanding needs, and connecting with values that shape actions and motivations.
Learn more -
Culture & Leadership
A Human Experience Pioneer in Brazil
Marcelo Alvarenga, CEO of ConectaEXP Brazil, joins Jason Wolf, CEO & President of The Beryl Institute to discuss his passion for education in the healthcare experience space in Brazil. Listen in as Alvarenga describes the innovative efforts he has helped lead that have inspired Brazilian healthcare institutions to commit to a focus on human-centered care.
Learn more -
Culture & Leadership
Leading Patient Experience through Monthly Plans: Connecting Engagement to Outcomes
Leadership in healthcare is challenging, particularly when it comes to seamlessly integrating patient experience into daily operations. To address this, OSF developed a step-by-step approach that enabled leaders to naturally incorporate patient experience best practices into their work. Monthly plans spelled out everything leaders needed to know to be successful, from purpose and role definitions
Learn more