Improving Outcomes by Viewing Care Through The Eyes of Patients and Families

Michelle Bulger, Training Coordinator, PFCC Innovation Center

The Six Step Patient and Family Centered Care Methodology and Practice (PFCC M/P) is an Experience-Based Design methodology that has the goal of providing ideal care experiences for patients and families by viewing all care through their eyes. Patient and Family Shadowing, a key component of the PFCC M/P, is low-cost, high-impact, and evaluates the current state, creating the sense of urgency needed to drive change in your organization. Shadowing the patient and family through their care is a powerful mechanism for identifying opportunities to transform experiences, as well as clinical and operational outcomes while reducing waste and cost. This presentation will teach how to use Shadowing to provide patients with exactly what they need, no more and no less.