Clinic Toolkit: Engagement

Strategies Audit Questions	Tools and Resources
Effective Process Improvement (EPI) Work Plan	See work plan here: [DOC]
General resources	Case Studies http://www.ahrq.gov/about/casestudies/ptsafety/ Guide Institute for Patient and Family Centered Care: Advancing the Practice of Patient- and Family-Centered Care in Primary Care and Other Ambulatory Settings: How to Get Started http://www.ipfcc.org/pdf/GettingStarted-AmbulatoryCare.pdf Tool The Nebraska Center for Rural Health Research http://www.unmc.edu/rural/patient-safety/Toolbox/Learning%20Culture/Learning.htm Tool Institute for Patient and Family Centered Care: Partnering with Patients and Families to Enhance Safety and Quality: A Mini Toolkit http://www.ipfcc.org/tools/Patient-Safety-Toolkit-04.pdf
1) Solicit patient/resident/client & family input.	Article Patient Safety Councils: A New Tool for Patient Safety http://www.psqh.com/julyaugust-2009/162-ahrq-july-august-2009.html Tool Institute for Patient and Family Centered Care: Patient and Family Advisory Councils: A Checklist for Getting Started http://www.ipfcc.org/advance/IFCC_Advisoryworkplan.pdf Tool Institute for Patient and Family Centered Care: Partnering with Patients and Families to Enhance Safety and Quality: A Mini Toolkit http://www.ipfcc.org/tools/Patient-Safety-Toolkit-04.pdf Tool Dana Farber Patient and Family Advisory resources http://www.dana-farber.org/Adult-Care/New-Patient-Guide/Adult-Patient-and-Family-Advisory-Council/Establishing-Patient-and-Family-Centered-Care.aspx
2) Empower patient, resident, client & families to be informed and voice their concerns.	Article Improving Patient Safety and Satisfaction via Patient Portals http://www.aacc.org/publications/cln/2011/April/Pages/PatientSafetyFocus_Portals.aspx# Article Measuring the Impact of Patient Portals - What the Literature Tells Us http://www.chcf.org/~/media/MEDIA%20LIBRARY%20Files/PDF/M/PDF%20MeasuringImpactPatientPortals.pdf Model Policy MHA: “Stop the Line” Sample Policy [DOC] Model policy U-M Hospitals and Health Centers Model stop the line policy http://www.npsf.org/wp-content/uploads/2011/10/SUPS_IG_Speak-Up-With-Safety-Concerns.pdf Tool NPSF Fact Sheets and Guidelines for Patients and Consumers http://www.npsf.org/for-patients-consumers/tools-and-resources-for-patients-and-consumers/ Tool Center for Shared Decision Making http://patients.dartmouth-hitchcock.org/shared_decision_making.html Tool Joint Commission Speak Up materials http://www.jointcommission.org/speakup.aspx Tool Informed Medical Decision Making Foundation http://informedmedicaldecisions.org/shared-decision-making-in-practice/tools-for-providers/
3) Effectively disclose unanticipated outcomes.	Article A Consensus Statement of the Harvard Hospitals, "When Things Go Wrong - Responding to Adverse Events," Burlington, Massachusetts Coalition for the Prevention of Medical Errors, 2006: http://www.macoalition.org/documents/respondingToAdverseEvents.pdf Article Full disclosure and apology, Lucian L. Leape, MD https://ps.mcic.com/appdocs/lps/Full%20Disclosure%20and%20Apology%20by%20L%20Leap%20-%20Phys%20Exec%202006.pdf Article ECRI "Disclosure of Unanticipated Outcomes" https://www.ecri.org/Documents/Patient_Safety_Center/HRC_Disclosure_Unanticipated_Events_0108.pdf Tool The Doctors Company Disclosure Resources http://www.thedoctors.com/KnowledgeCenter/PatientSafety/DisclosureResources/index.htm
4) Supports patient/resident/client understanding of health care information.	Tool AHRQ's Health Literacy Universal Precautions Toolkit http://www.ahrq.gov/qual/literacy/ Tool HRSA Culture, Language and Health Literacy http://www.hrsa.gov/culturalcompetence/index.html Tool Stratis Health Cultural Competence resources http://www.stratishealth.org/expertise/disparities/cultural.html Tool MN Health Literacy Partnership Teach-back guide http://healthliteracymn.org/sites/default/files/images/files/Teach-Back%20Program%20Guide.pdf
5) Define expectations around service standards.

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