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  • Hospital Impact - Caring for the next generation of Alzheimer's patients
    and Health Policy at the University of Pennsylvania who opened with an example of one of his patients The first sign of the disease was financial issues the husband couldn t manage the family money and problems erupted Karlawish suggested the banking and finance industries are on the front lines of identifying the disease While I never heard this before it certainly is a valuable point He talked of society having a moral obligation to care for the caregiver In a sense he said we all have Alzheimer s disease because it impacts a huge part of society As the briefing went on it became clear that the issue is much bigger then our present healthcare system can handle Even a successful move from sickness to wellness or embracing population health doesn t quite capture it Thirty three states developed and updated Alzheimer s disease plans over the last decade noted David Hoffman director of Bureau of Community Integration and Brain Health Office of Long Term Care New York State Department of Health Common themes among them include coordination across service systems healthcare quality and capacity the need for earlier detection and identification of gaps in service And while states have updated plans they have not made much progress in 10 years He also shared a new phrase the Club Sandwich Generation people caring for their parents their children and their grandchildren That is a new twist And it speaks to the enormity of the issue Gary Epstein Lubow assistant professor of Psychiatry and Human Behavior and Health Services Policy and Practice at Brown University discussed personally dealing with his in laws growing dementia Family oriented dementia care is the right thing to do he said and satisfies the triple aim goals of lower costs improved quality and better experiences His story moved and personally touched me given the new primary caregiver roles my wife and I were thrust into for my mom after my sisterâ s death I worry whether the healthcare system can really step up to this challenge That is one reason I am excited to attend the 2nd Dementia Thought Leaders Invitational Summit in Washington D C on June 30 CCAL Advancing Person Centered Living Planetree The Eden Alternative and AMDA The Society for Post Acute and Long Term Care Medicine are convening the summit I am on the board of CCAL and together with Planetree and The Eden Alternative we formed the national Dementia Action Alliance to advocate for making person centered dementia care practices the norm Perhaps this is a galvanizing start to unite all the disparate players Anthony Cirillo FACHE ABC is president of Fast Forward Consulting which specializes in experience management and strategic marketing for healthcare facilities He also is the expert guide in Assisted Living for About com Leave a comment Please enable JavaScript to view the comments powered by Disqus Enter your search terms Submit search form Web www hospitalimpact org Get Hospital Impact in your inbox Healthcare Industry news

    Original URL path: http://www.hospitalimpact.org/index.php/2014/05/01/caring_for_the_next_generation_of_alzhei (2016-02-10)
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  • Hospital Impact - The care experience needs empathy
    the floor so he could be at eye level with mom all 4 feet 10 inches of her sitting in a chair and he simply asked how she was doing At this point he did not know the story of how she got there My wife and I listened intently in the corner of the room as mom told him about my sister s passing and how she was still grieving how she could not believe her first born was gone and how she still thinks she will walk into her apartment again It was all I could do not to lose it in that moment I realized I wasn t as empathetic to my mother s situation as I could have been I was in a hurry to get her out of Florida and to North Carolina so we could resume our lives And while I was grieving too I just expected her to go along with the program Empathy is a miracle that improves the quality of care That is a quote from my friend Arden Brion reflecting on his own healthcare experience a year or so ago That made what the physician did next remarkable He did nothing What I mean is that after listening to my mother really listening he said and I paraphrase You know what Your health is as fine as it can be I don t want to see you for three months Go back to your new community Get acclimated Meet new friends Start new routines Grieve and rejuvenate I was happily dumbstruck Because this physician got it He understood the human experience Not the patient experience The human experience He took it all in He understood what mom was going through He understood what my wife and I were going through He was empathetic And then he did absolutely perfectly nothing and everything at the same time He gave us all a chance to breathe and to reset It s the human experience And really isn t that the essence of what a person centered medical home should be If more caregivers looked to provide that experience we might actually humanize medicine again Anthony Cirillo FACHE ABC is president of Fast Forward Consulting which specializes in experience management and strategic marketing for healthcare facilities He also is the expert guide in Assisted Living for About com Leave a comment Please enable JavaScript to view the comments powered by Disqus Enter your search terms Submit search form Web www hospitalimpact org Get Hospital Impact in your inbox Healthcare Industry news Final Obama budget takes aim at opioid addiction superbugs Zika outbreak White House seeks 1 8B to respond to virus More hospitals replace nurseries with rooming in with moms Hospitals must train millennial nurse leaders in empathy frontline engagement St Louis hospital creates unit to improve outcomes through innovation 4 ways hospitals can foster family centered care Pediatric ER seeks to limit stressors for autistic patients Nurses hospital groups clash on Massachusetts

    Original URL path: http://www.hospitalimpact.org/index.php/2014/04/02/how_empathy_can_positively_impact_the_ca_1 (2016-02-10)
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  • Hospital Impact - Senior patient experience leaders needed
    with human beings we must commit to having an individual who leads these efforts I know these individuals cannot carry out every action but they should frame and guide an executable strategy Also healthcare leaders must avoid falling into the trap of asserting everyone is responsible for experience and therefore suggesting a leader is not needed This exemplifies an unconscious decision to pass the buck The problem is no one is there to receive it Yes every individual in a healthcare organization has a personal accountability for executing on experience efforts but if everyone is responsible all to often no one is In continuing to explore this issue we interviewed 15 leaders for the latest paper from the Institute The Chief Experience Officer An Emerging Critical Role The leaders shared compelling stories which led to a critical point Healthcare organizations need an effective focused and reinforced strategy to advance patient experience efforts and an individual tasked with leading this charge Their recommendations include Commit to having a CXO or related role that can focus 100 percent of their time on this effort Recognizing that the size of some healthcare facilities may prohibit an independent role consider identifying a focused champion to guide and reinforce efforts to prioritize experience CXOs should report to an organization s senior most leader CEO etc as with any other central role in the C suite and have authority equivalent to their peers CXOs do not come from one mold The diversity of experience individuals bring to the CXO role is varied This brings a richness and breadth of thought that supports success CXOs should encompass a broad functional scope that helps guide and actively influence but not in every case directly manage macro strategies across quality safety and service Experience efforts must be properly resourced in the context of the organization This could equate to budget people and or other sources of support CXOs should be engaged building and guiding organizational culture The CXO role should guide key people strategies focused on culture consistency and accountability Recognize the CXO role is relatively new and will continue to evolve There needs to be both a commitment to focus and a willingness to experiment with what works for your organization If this rallying cry sounds familiar it should We are at a critical juncture in healthcare where the power of consumer choice is being impacted by the choices of those delivering care or supporting those efforts in each and every encounter The rationale is clear but even more importantly the responsibility is as well This is about an obligation we have in caring for one another and the realization that every one deserves the best in experience Yes we need senior patient experience leaders This is no longer a brave or visionary choice it is simply a humanly wise one Jason A Wolf Ph D is president of The Beryl Institute where he specializes in organizational effectiveness service excellence and high performance in healthcare Follow Jason jasonawolf

    Original URL path: http://www.hospitalimpact.org/index.php/2014/03/20/title_120 (2016-02-10)
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  • Hospital Impact
    burden into an opportunity Well I thought I knew Read more Leave a comment Shortsighted financial decisions damage patient experience January 14th 2014 by Anthony Cirillo I have spent a lot of time in hospitals recently as my sister was diagnosed with an aggressive lung cancer One observation that should be of no surprise you wait and you wait and you wait That has been the experience of care for her in two different hospitals in the Melbourne Fla area over the holidays Waiting an extra hour beyond when your pain medications are due Waiting more than an hour after your respiratory treatment was due Make no mistake The staff is apologetic and overworked Without saying it in words they know delays impact care outcomes and ultimately patient experience And they are quick to volunteer the reason why understaffing Read more Leave a comment The hospital experience is the marketing December 18th 2013 by Anthony Cirillo At a meeting of the Healthcare Planning and Marketing Society of New Jersey I spoke about the intersection of patient experience and marketing and why they are tied at the hip When all is said and done word of mouth WOM is your most important marketing tool In many cases WOM isn t actually marketing at all It s great customer service that earns customer respect according to Andy Sernovitz author of Word of Mouth Marketing How Smart Companies Get People Talking Change customer to patient or better yet person and respect to loyalty and you have the essence of the connection The experience of care is the marketing I and other authors here on Hospital Impact spend a lot of time preaching about the experience of care and how we should approach it and why we need to pay attention to it Perhaps there is a simpler way to get both leadership and front line staff engaged Tell them they are both chief experience officer and chief marketing officer for the organization Because you know what they are Read more Leave a comment Why it s important to pick healthcare partners carefully November 6th 2013 by Anthony Cirillo Working on both sides of the aisle so to speak I get to see the best and the worst of both the hospital world and the long term care world And recently long term care has gotten beaten up more so than usual Hospital folks you need to take note because increasingly you are looking for partners in skilled nursing rehabilitation and assisted living who can provide high quality care while reducing readmissions When doing your homework you may want to get a primer on what has been happening lately First there was a scathing Frontline report on life and death in assisted living And the largest assisted living chain was severely thrown under the bus That is important to note for a few reasons As the largest chain there was an expectation of quality and a perception of quality Those positive perceptions would typically

    Original URL path: http://www.hospitalimpact.org/index.php?blog=1&s=anthony%20cirillo&page=1&disp=posts&paged=4 (2016-02-10)
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  • Hospital Impact
    and father I grew up like most of my south Philly Italian brethren on the Great American Songbook the classics sang by Sinatra Martin Crosby and so many more I sang those songs in my house and now sing them for assisted living and nursing home residents In bands however I was a rock and roller and when I gear up as a solo act outside the long term care settings I still am But I have always dreamed of singing the great songs with a big band My wish came true Dec 15 I discovered the Lake Norman Big Band last September when I took my wife and mom to see them for mom s 93rd birthday Wow who knew this 27 piece orchestra existed let alone played every third Monday in a bowling alley in Mooresville North Carolina I saw that they had two female vocalists and at the time no male vocalist So after the concert I sent the band president a few of my vocal tracks and imposed myself on them so to speak by suggesting that just maybe I could sing with them in the future Well next thing I knew I was rehearsing with them in early December and performed with them twice singing four songs in their holiday program Major bucket list item and honor Here is what I learned Read more Leave a comment Dying with dignity Lessons hospitals can learn from hospice September 10th 2014 by Anthony Cirillo For those readers following the black cloud over our family s head this year you know that my wife s brother and then my sister passed away less than a month apart earlier this year On Aug 23 so did my father in law Lou He was hospitalized July 3 and never made it home While 51 days of his hospital experience were miserable the last day of his life was peaceful and dignified His last day was spent in hospice administered in the hospital through a separate company not affiliated with the hospital The culture difference was glaring And hospice workers were truly caring First they respected the family s wishes I married into a large Irish family and there were probably 20 of us around his bed as they withdrew support Even a cousin from Northern Ireland a priest came over and administered last rites Crowd control was not an issue The hospice nurse simply let us have our space while she explained necessary information in a respectful manner Read more Leave a comment Silence can kill Doctors nurses and staff must hold each other accountable September 4th 2014 by Jonathan H Burroughs The field of patient safety became all too personal for me last week when my mother in law almost died from an iatrogenic C Difficile infection of the large bowel caused by the inappropriate use of antibiotics and the failure of healthcare personnel to report their concerns to management or the family My mother in law is 91

    Original URL path: http://www.hospitalimpact.org/index.php?s=true+north&sentence=AND&submit=Search%3Cbr%20/%3E (2016-02-10)
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  • Hospital Impact
    downloads In addition of the thousands of health apps available only 10 percent were designed to link to a medical device or sensor and 2 percent can connect to electronic health records or other IT systems used by providers Read more Leave a comment How providers can use mHealth to reach millennials and Gen Xers May 14th 2015 by Jenn Riggle There is a lot of excitement about how mobile health mHealth can transform healthcare and improve the patient clinician relationship And while there may be some concerns about sharing mHealth data and the fact that hospital IT systems may not be ready to analyze all of this information mHealth provides an important way to reach tech savvy millennials and their older counterparts Gen X A recent PNC Healthcare survey showed that millennials have limited interactions with their primary care physicians PCP and are less likely 61 percent to visit their PCP than baby boomers 80 percent or seniors 85 percent Convenience is paramount to millennials who are twice as likely to visit retail clinics and acute care clinics than other generations For a busy professional or working parent it s great to be able to be seen by a clinician on your lunch hour or on the weekend without having to book an appointment Even though millennials have difficulty finding the time to see a doctor most are willing to use digital and mobile technology to engage with their physicians According to Salesforce s recently released 2015 State of the Connected Patient report more than half 60 percent would be interested in having video chats with their physician rather than participating an in office visit In addition 71 percent would be interested in having their PCP give them a mobile app to help them manage preventive care review health records and schedule appointments Read more Leave a comment 7 digital resolutions for hospitals January 7th 2015 by Jenn Riggle It s the beginning of 2015 and time for people to take a closer look at their lives and make resolutions for the coming year It s also a good time for hospitals to take another look at their social media and digital initiatives and determine what s working and what s not The good news is that U S hospitals have embraced social media In fact 99 41 percent of the 3 371 U S hospitals have ongoing social media initiatives according to a recent report from the Journal of Medical Internet Research But are they using the right channels and achieving the results they want Here are some social media resolutions for hospital marketers for the coming year Read more Leave a comment Big data The Godzilla of healthcare August 7th 2014 by Jenn Riggle If you grew up watching Creature Double Feature movies you know that Godzilla is a giant dinosaur like monster that destroys Japan and most recently San Francisco and battles other monstrous creatures like Mothra and Destoroyah In the early movies Godzilla was the

    Original URL path: http://www.hospitalimpact.org/index.php?s=jenn+riggle&sentence=AND (2016-02-10)
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  • Hospital Impact - Patient experience: The power of perception
    core of all that will be shared with others Experience as defined is quite simply and powerfully all that is perceived understood and perhaps most importantly for healthcare organizations remembered Because perceptions will vary based on individual characteristics such as beliefs values cultural background one cannot guarantee the same experience for anyone You can only create the circumstances in which you are aware the actions taken in every healthcare interaction will result in a hopefully positive perception Experience efforts strong organizational cultures and focus at all points on the care continuum will influence an individual s perception Therefore the patient perspective must be consistently understood and continuously engaged There may be no area of greater significance to patients perception in healthcare than the vulnerability they feel It is wired into our very nature as human beings Our levels of perception are raised when we find ourselves in a vulnerable situation As I personally experienced in a recent emergency situation our senses are heightened our mind races our blood pressure increases and we are extraordinarily aware of what is happening around us These moments ingrain themselves in our memory In fact I recently conducted a brief experiment with colleagues and found people more easily recalled their last medical encounter than their most recent birthday So where do healthcare leaders have an opportunity in to impact perception First recognize the individuality of each patient Second build systems to address this through the culture you create and the behaviors of people who engage with patients rather than only planning and implementing replicable processes or tactics you think will affect experience Healthcare organizations all too often focus on delivering experience from the caregiver viewpoint versus the patient perspective As a result patients are often reduced to the tangibles room numbers diagnoses or words on a chart even in the greatest efforts to provide a positive experience The challenge remains to create opportunities for individuality to emerge in an environment that pushes for commonality and consistency Henry David Thoreau once said The question is not what you look at but what you see We can spend all of our efforts building what it is we want our patients to look at but in the end we may miss the point We should consider experience the opportunity to support patients and families in what THEY see This is what will ultimately support positive perceptions and where we can have the greatest influence in providing an unparalleled patient experience for each individual in our care Jason A Wolf Ph D is executive director of The Beryl Institute where he specializes in organizational effectiveness service excellence and high performance in healthcare Follow Jason jasonawolf and The Beryl Institute berylinstitute on Twitter Leave a comment Please enable JavaScript to view the comments powered by Disqus Enter your search terms Submit search form Web www hospitalimpact org Get Hospital Impact in your inbox Healthcare Industry news Final Obama budget takes aim at opioid addiction superbugs Zika outbreak White House seeks

    Original URL path: http://www.hospitalimpact.org/index.php/2012/09/25/title_66 (2016-02-10)
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  • Hospital Impact - The patient experience debate continues
    offer some reflections and perhaps a call to action on what can come next First to the article The Problem with Satisfied Patients which raises what I believe are some of the limited concerns about the experience conversation Yet it also reinforces a retro view of healthcare as a paternalistic system of healing versus an emerging system of engagement in well being and health I agree patients will never be customers in the truest sense of the word there is too much at stake in every healthcare encounter to oversimplify it in this way But healthcare consumers have choices and deserve to be treated as human beings with sentiment not as a diagnosis subservient to a process of care measured by impersonal quality measures That is not healthcare in any sense of how it shows up today Experience as I lay about above is all encompassing and cannot be separated from the overall care encounter In fact it is the healthcare encounter With that experience is in no way satisfaction And to reduce it to that is to miss the data that even Ms Robbins raises for example the value seen in the engagement of employees the involvement of patients and the increasing amount of research supporting the fact that experience leads to better outcomes if we are willing to expand our thinking This expansion of thinking also may be needed as we look to the proposed rules on engaging patient and families Many of my patient and family advocate colleagues such as Regina Holliday and e patient Dave deBronkart and thoughtful healthcare leaders including former National Coordinator for Health IT Farzad Mostashari M D decried the proposed change to the requirements that govern how patients access their data In a system committed to value accessibility openness and engagement this decision of convenience reflects a step backward even if seen as a relief to some If we agree that we are going to provide the best in experience in healthcare all voices must have access to information and be heard in the process This leads us to the new star rating system called by some an oversimplification of the process But if we strive to create a system that as Department of Health and Human Services Secretary Sylvia Mathews Burwell suggested moves from volume to value we then must create a means to translate that value in an accessible and understandable way to those who engage as users in the system The ratings in this first run reflect that more than 80 percent of hospitals rated were at or above average in their HCAHPS summary scores This should be an encouraging realization In healthcare along with our focus on quality and safety and now including these HCAHPS components of experience we are not just recognizing a need we are in large numbers positively moving in the direction that experience matters The conversation of just these last three weeks alone bear truth to the fact that the patient experience conversation is

    Original URL path: http://www.hospitalimpact.org/index.php/2015/04/23/the_patient_experience_debate_continues (2016-02-10)
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