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    personalize the care provided to pediatric patients and transform the hospital experience for the patients and families by capturing each pediatric patient s story and use the story to personalize the care provided and involve them in care planning and decision making Same Page Transitional Care Resources for Patients and Care Partners These resources and tools were developed for patients and their caregivers or care partners to use when planning for care or during a stay in a hospital or skilled nursing facility The goal is to support patients their care partners and the team of health care providers to all be on the same page in understanding the patient s health and health care needs when the patient is transitioning from one setting of care to another Always Use Teach Back The Always Use Teach Back tools can be used to confirm patient understanding of care instructions by asking patients to repeat the instructions using their own words PAIR Parent Mentor Program PAIR Parents Assisting Inspiring Reassuring is a program created to help parents of children with cancer connect with other parents who serve as mentors The team at St Jude s developed a number of tools including a detailed presentation about the program and tools for recruiting and onboarding mentors matching mentors with mentees and training mentors ISHAPED Patient Centered Approach to Nurse Shift Change Bedside Report ISHAPED I Introduce S Story H History A Assessment P Plan E Error Prevention and D Dialogue focuses on making bedside shift reports more patient and family centered The goal is to always include patients in the ISHAPED nursing shift to shift handoff process at the bedside to add an additional layer of safety by enabling the patient to communicate potential safety concerns SMART Discharge Protocol The SMART Discharge Protocol Signs Medications Appointments Results and Talk with me was developed to improve care for patients and families and to improve the discharge process The tools include the SMART Discharge Checklist for patients and families FAQs for health care staff and clinicians about implementing the SMART Discharge Protocol a presentation and a self learning packet Always Events Blueprint for Action and Always Events Healthcare Solutions Book These tools guide organizations in creating a more person and family centered culture through the development and implementation of Always Events defined as aspects of the patient experience that are so important to patients and families that health care providers should always get them right Integrated Care Pathway for Total Joint Arthroplasty This Care Pathway provides recommended ideas to improve care for patients receiving total joint arthroplasty TJA and includes safe effective efficient and patient centered TJA care processes The Pathway is designed for use by all members of the orthopaedic community who are responsible for the TJA process including those at surgical practices hospitals and other care settings Perinatal Ticket to Discharge This communication tool is given to patients by maternity center staff to help guide educational discussions and to provide a to do list

    Original URL path: http://www.ihi.org/resources/pages/ViewAll.aspx?FilterField1=IHI_x0020_Content_x0020_Type&FilterValue1=038f90e0-a18e-4460-a5ea-d29ae9817b3b&Filter1ChainingOperator=And&FilterField2=IHI_x0020_Topic&FilterValue2=5d9acc15-7973-4000-bfc3-d8ec0dd27380&Filter2ChainingOperator=And&TargetWebPath=/resources&orb=Created (2016-02-01)
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  • When the Customer Is Stressed
    Studies Audio and Video Presentations Posterboards Other Websites IHI LR Wide When the Customer Is Stressed Page Content Berry LL Davis SW Wilmet J When the customer is stressed Harvard Business Review 2015 Oct 86 94 Certain customer experiences are filled with emotions The more these can be anticipated and identified the more organizations can design services to respond early to these emotions and better shape the overall experience This article by IHI Senior Fellow Len Berry and co authors defines high emotion services as those that elicit strong feelings like fear and anxiety before the service even begins They use the example of cancer care to illustrate four guidelines for better design of high emotion services identify emotional triggers respond early to intense emotions enhance customers control and hire and rigorously train people who can communicate respectfully View article Average Content Rating 0 user Your comments were submitted successfully Please enter a comment Please login to rate or comment on this content User Comments Show More Comments Loading You are about to report a violation of our Terms of Use All reports are strictly confidential Reason Select One Contains profanity or violence Spam Defamatory Illegal Unlawful Copyright Violation Other Please select a reason for this report Add a Note Your comments were submitted successfully There was an error reporting your complaint More on This Topic Loading Pages first last WIHI New Tools and Thinking for Shared Decision Making January 28 2016 If you work in primary care today odds are good that you re seeing patients with multiple chronic conditions Even if a provider and patient work together to choose the right medications and agree on making some lifestyle changes that will improve health the best laid plans often fall apart WIHI Realizing What Matters to Patients and Families

    Original URL path: http://www.ihi.org/resources/Pages/Publications/WhenCustomerIsStressed.aspx (2016-02-01)
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  • "Conversation Ready": A Framework for Improving End-of-Life Care
    at ihi org In 2012 The Conversation Project in collaboration with the Institute for Healthcare Improvement launched a public campaign to encourage people to have the conversation about their wishes for end of life care with loved ones with the aim that everyone s wishes are expressed and respected As the campaign grew it became clear that health care organizations would need to be ready that is to have systems in place to receive patients wishes to record them in the health record and to respect them by providing care aligned with patients stated wishes Thus IHI s Conversation Ready work began in 2012 with the aim of developing reliable processes for health care organizations to engage patients in conversations about their wishes for end of life care steward that information and then respect those wishes at the appropriate time Based on this work IHI developed a detailed framework built on five core principles to help organizations begin the process of becoming Conversation Ready This white paper describes the Conversation Ready framework the changes associated with the framework s five principles that can be implemented to improve end of life care examples of changes tested by organizations and suggested measures to guide improvement Documents Documents Conversation Ready A Framework for Improving End of Life Care Are You Conversation Ready In this video white paper co author Dr Lauge Sokol Hessner talks about what organizations and providers need to do to become Conversation Ready Average Content Rating 2 users Your comments were submitted successfully Please enter a comment Please login to rate or comment on this content User Comments by Duke Rohe 1 24 2016 8 11 57 PM Crisp clear and I would want that if I were a patient loading Did you find this user comment useful people found this user comment useful Report This by Elizabeth Hurlow Hannah 7 13 2015 2 59 15 PM Someone was mowing their lawn even though I had my volume high I had to listen three times to get the 4 R s Reach out Record Retrieve and Respect An infographic that flashes these four words might help people remember and act upon them loading Did you find this user comment useful people found this user comment useful Report This by Nancy Joyner 6 30 2015 9 20 26 AM The four Rs are very helpful in staying on task with conversations about medical care and choices loading Did you find this user comment useful people found this user comment useful Report This Show More Comments Loading You are about to report a violation of our Terms of Use All reports are strictly confidential Reason Select One Contains profanity or violence Spam Defamatory Illegal Unlawful Copyright Violation Other Please select a reason for this report Add a Note Your comments were submitted successfully There was an error reporting your complaint More on This Topic Loading Pages first last WIHI New Tools and Thinking for Shared Decision Making January 28 2016 If you

    Original URL path: http://www.ihi.org/resources/Pages/IHIWhitePapers/ConversationReadyEndofLifeCare.aspx (2016-02-01)
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    health care i e putting the person not the disease or the condition at the center of improving health and health care and describes enabling factors and lessons for patient centered primary care redesign Flipping Health Care The authors argue that to meet today s health care challenges we need to flip our thinking to develop innovative models of care that can improve health improve care delivery and lower costs the goals of the Triple Aim A Focus on Always Events The IHI Always Events framework is a strategy to help health care leaders identify develop and achieve reliability in a person and family centered care delivery process This article describes Always Events provides examples and identifies specific leadership actions to support organizations in implementing Always Events Promising Care How We Can Rescue Health Care by Improving It This book collects 16 landmark speeches given by Donald M Berwick including all of his speeches delivered at IHI s annual National Forum on Quality Improvement in Health Care from 2003 to 2012 that clearly show why our medical systems don t reliably contribute to our overall health Berwick offers a vision for making our systems better safer more effective more efficient and more humane Is Your Organization Conversation Ready Health care providers and organizations need to be conversation ready that is capable of asking about and understanding what matters most to patients and respecting every individual s end of life wishes This article articulates emerging conversation ready principles Improving Graduate Medical Education Innovations in Primary Care and Ambulatory Settings IHI 90 Day R D Project Final Summary Report This report includes best practices and practical examples of graduate medical education programs that are redesigning training to equip residents and students with the skills needed for primary care practice in a rapidly changing US health care landscape Patient Centered Leadership More Than a Score There is much more than a semantic difference between being patient centered and being focused on patient experience and when leaders focus solely on satisfaction scores they are sending the wrong message to staff and missing the opportunity to build sustainable change at the front line of care Improving Health Through Health IT Beacon Communities are testing health information technologies that foster health and contribute to a new vision of patient centered care and four areas are emerging as vital to their success A Simple Lesson Plan for Patient Centered Care IHI CEO Maureen Bisognano offers three simple but essential steps for patient and family centered care Patient Centered Leadership and Front line Quality Improvement An interview with IHI CEO Maureen Bisognano who discusses patient centered leadership and ways to improve health care Health Literacy From A to Z This book describes the key principles and strategies of effective health communication presented in a simple informal manner Planning for clinical crisis Next steps This article presents a summary of the learning gained and the challenges remaining for clinical crisis planning along with comments on four areas of crisis

    Original URL path: http://www.ihi.org/resources/pages/ViewAll.aspx?FilterField1=IHI_x0020_Content_x0020_Type&FilterValue1=6d337094-2a4e-4d9b-95fb-66b065fd083d;94ee13e7-06de-453a-b053-979131880fc5&Filter1ChainingOperator=Or&FilterField2=IHI_x0020_Topic&FilterValue2=5d9acc15-7973-4000-bfc3-d8ec0dd27380&Filter2ChainingOperator=And&TargetWebPath=/resources&orb=Created (2016-02-01)
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  • Always Events
    the work of the Always Events program Recognition Program The IHI Always Events Recognition Program enables any organization that has implemented a program that meets the Always Events criteria to be recognized by IHI Organizations previously recognized by The Picker Institute are encouraged to apply In 2012 The Picker Institute issued the Always Events Blueprint for Action which provides examples of Always Events initiatives and may be used as a guide for reliably implementing such events IHI s Always Events Getting Started Kit is another resource for creating and implementing a successful Always Event IHI is not currently accepting applications for the IHI Always Events Recognition Program We will post the application form and due dates for submissions when available Recognition Program Organizations Always Events 2015 Recognition IHI is pleased to recognize the following Always Events With their deep commitment to co designing with patients and family members and application of the IHI Always Events Framework the organizations below proved their commitment to improving care for every patient every time Blackpool Teaching Hospitals NHS Foundation Trust I always know what to do when I get home or if not I know who to contact The team at Blackpool selected their stroke unit to co design and test an Always Event Building on the work at Anne Arundel Medical Center the team adapted the SMART Discharge Protocol to improve the discharge process After successful implementation on the Stroke Ward for patients being discharged home they spread the process to patients being discharged to a care home The team is also creating plans for wider adoption across the Trust with guidance from NHS England Picker Europe and IHI Lancashire Care NHS Foundation Trust I will always be supported when moving on in care The Learning Disabilities Service at Lancashire Care wanted to improve the process of care for the people that use their services By asking people what was working well and what could be improved they established that the transition out of their service was often difficult for people The co design team crafted and developed components of the Always Event to help ease the transition and continue to provide support via their monthly pop in and chat session The work of the team has been featured in The Guardian and plans to roll this out to other teams are underway The Lancashire Care team has been supported by NHS England Picker Europe and IHI Sutter Care at Home My care team always knows what matters to me The Sutter Center for Integrated Care team at Sutter Care at Home attended the 2014 IHI Always Events Web ACTION and decided to co design an Always Event around making sure that they knew what mattered most to their patients in addition to what was the matter All home health and hospice patients referred to the Sutter Care at Home are asked about what matters most in the hospital by the in hospital home care liaison and that discussion is continued in the

    Original URL path: http://www.ihi.org/Engage/Initiatives/PatientFamilyCenteredCare/Pages/AlwaysEvents.aspx (2016-02-01)
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  • A Focus on Always Events
    Studies Audio and Video Presentations Posterboards Other Websites IHI LR Wide A Focus on Always Events Page Content Hayward M Endo J Rutherford P A Focus on Always Events Healthcare Executive 2014 Jan Feb 29 1 78 81 The IHI Always Events framework is a strategy to help health care leaders identify develop and achieve reliability in a person and family centered care delivery process This article describes Always Events provides examples and identifies specific leadership actions to support organizations in implementing Always Events Documents Documents A Focus on Always Events Average Content Rating 2 users Your comments were submitted successfully Please enter a comment Please login to rate or comment on this content User Comments by Joy Dobson 1 18 2014 10 32 01 AM Leadership is the silver bullet for all improvement work I really liked the emphasis on simple things that make a difference for patients and families The only improvement I can suggest is a bibliography of the references Thanks for another energy for change boost IHI loading Did you find this user comment useful people found this user comment useful Report This by Mary Smillie 1 17 2014 10 12 11 AM I think the whole concept of Always Events is excellent and I particularly like the emphasis on the role of leaders in a health system to make it happen I hope IHI continues to support this framework and share how it is happening in practice Very useful article loading Did you find this user comment useful people found this user comment useful Report This by Elizabeth Lenton 1 15 2014 7 36 03 PM Good practical advice loading Did you find this user comment useful people found this user comment useful Report This by Clair Williams 1 14 2014 8 05 54 AM Great article New perspectives loading Did you find this user comment useful people found this user comment useful Report This Show More Comments Loading You are about to report a violation of our Terms of Use All reports are strictly confidential Reason Select One Contains profanity or violence Spam Defamatory Illegal Unlawful Copyright Violation Other Please select a reason for this report Add a Note Your comments were submitted successfully There was an error reporting your complaint More on This Topic Loading Pages first last WIHI New Tools and Thinking for Shared Decision Making January 28 2016 If you work in primary care today odds are good that you re seeing patients with multiple chronic conditions Even if a provider and patient work together to choose the right medications and agree on making some lifestyle changes that will improve health the best laid plans often fall apart WIHI Realizing What Matters to Patients and Families January 14 2016 A few years ago IHI and others began suggesting to providers that instead of routinely asking patients What s the matter with you they should begin asking What matters to you WIHI Medicare Reimbursement and Meaningful Conversations about End of Life Care

    Original URL path: http://www.ihi.org/resources/Pages/Publications/AFocusonAlwaysEvents.aspx (2016-02-01)
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  • WIHI: Recognizing Person- and Family-Centered Care: Always Events at IHI
    MSN RN Director of Clinical Professional Development UnityPoint Health Des Moines Iowa We have the Picker Institute to thank for some of our earliest understandings of patient centered care Besides coining the phrase itself Picker was among the first to hold health care accountable for its actions according to principles such as listening to patients respecting their knowledge and emotional needs welcoming family and friends into the decision process and more To better learn what s possible and measurable in 2010 Picker developed Always Events a set of reliable practices that should happen for all patients all the time and a recognition program to spotlight organizations committed to this level of transformation Picker handed over the reins of Always Events to IHI in January 2013 and now IHI is set to re launch the program You can get a first look at what s in store on this WIHI Martha Hayward and Barbara Balik have been hard at work developing guidelines that pick up where Picker s efforts left off in hopes of jumpstarting many more innovative approaches to patient engagement worthy of recognition The SMART Discharge Protocol at Anne Arundel Medical Center in Annapolis Maryland is a strong example of the type of stand out work IHI will be looking for Kristina Andersen the project s lead will be on hand to explain its components and the impact a better discharge process is having on emergency department use and readmissions What s now thought of as patient and family centered care or person and family centered care continues to be a work in progress as does better understanding of the impact patient engagement has on outcomes safety reducing waste and overall quality across the continuum of care The only way to pinpoint what s most effective is to get involved in the work itself That s the spirit behind the re launch of Always Events at IHI and we hope you ll listen to this WIHI and take part in the initiative Listen to the Audio Broadcast Silverlight web part for playing Audio and Video files Documents Documents WIHI Resources WIHI Slides WIHI Chat Average Content Rating 0 user Your comments were submitted successfully Please enter a comment Please login to rate or comment on this content User Comments by Renee Cantwell 10 21 2013 12 24 38 PM yes love the IHI stuff Keep it up loading Did you find this user comment useful people found this user comment useful Report This Show More Comments Loading You are about to report a violation of our Terms of Use All reports are strictly confidential Reason Select One Contains profanity or violence Spam Defamatory Illegal Unlawful Copyright Violation Other Please select a reason for this report Add a Note Your comments were submitted successfully There was an error reporting your complaint More on This Topic Loading Pages first last WIHI New Tools and Thinking for Shared Decision Making January 28 2016 If you work in primary care today odds are

    Original URL path: http://www.ihi.org/resources/Pages/AudioandVideo/WIHIAlwaysEventsatIHI.aspx (2016-02-01)
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    and Video Presentations Posterboards Other Websites Page Content 12 items found Title Rating Always Events Getting Started Kit Always Events are aspects of the patient experience that are so important to patients and families that health care providers must perform them consistently for every patient every time IHI created the Always Events Getting Started Kit to help providers at the front lines of care understand what an Always Event is how to select a set of practices for an Always Event initiative and the steps for implementing the initiative A Focus on Always Events The IHI Always Events framework is a strategy to help health care leaders identify develop and achieve reliability in a person and family centered care delivery process This article describes Always Events provides examples and identifies specific leadership actions to support organizations in implementing Always Events Transplant Guardian Angel Always Event The Transplant Guardian Angel program was developed to ensure that patients and families are supported through the transplant surgical process by providing them with accurate real time updates and clinical information thereby reducing anxiety and increasing effective communication between care delivery teams MyStory Always Event MyStory is an interprofessional effort designed to personalize the care provided to pediatric patients and transform the hospital experience for the patients and families by capturing each pediatric patient s story and use the story to personalize the care provided and involve them in care planning and decision making WIHI Recognizing Person and Family Centered Care Always Events at IHI September 26 2013 This WIHI looks at Always Events a set of reliable practices that should happen for all patients all the time and a recognition program to spotlight organizations committed to this level of transformation Same Page Transitional Care Resources for Patients and Care Partners These resources and tools were developed for patients and their caregivers or care partners to use when planning for care or during a stay in a hospital or skilled nursing facility The goal is to support patients their care partners and the team of health care providers to all be on the same page in understanding the patient s health and health care needs when the patient is transitioning from one setting of care to another Always Use Teach Back The Always Use Teach Back tools can be used to confirm patient understanding of care instructions by asking patients to repeat the instructions using their own words PAIR Parent Mentor Program PAIR Parents Assisting Inspiring Reassuring is a program created to help parents of children with cancer connect with other parents who serve as mentors The team at St Jude s developed a number of tools including a detailed presentation about the program and tools for recruiting and onboarding mentors matching mentors with mentees and training mentors ISHAPED Patient Centered Approach to Nurse Shift Change Bedside Report ISHAPED I Introduce S Story H History A Assessment P Plan E Error Prevention and D Dialogue focuses on making bedside shift reports more patient and family

    Original URL path: http://www.ihi.org/resources/pages/ViewAll.aspx?FilterField3=IHI_x0020_Offering&FilterValue3=f37a1c1c-afdd-41a3-b30a-17638a19e429&Filter3ChainingOperator=And&TargetWebPath=/resources&orb=Created (2016-02-01)
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