CoPilot - patient and provider collaboration to improve the patient experience

Marc Katz mkatz@HavHrt.com
Teresa Pendleton webepens@verizon.net

Abstract

Following lessons learned from attending Medicine X and the IDEO challenge the CoPilot project was born.  Patient and provider representatives from three healthcare systems (Johns Hopkins, Sibley Hospital and Bon Secours) convened in the nations capitol to develop collaborative plans for improving the patient experience. We will present the Bon Secours system experience.

Our team consists of 3 patients, chosen to represent different age groups and healthcare experiences; 4 nurses from different levels of patient care and one physician. Following an introduction to the human centered design process, the patients took the lead in helping to determine where the system fell short in meeting their needs.  A collaborative consensus settled upon the sense that provider/patient/family communication was inconsistent, at best, leading to anxiety, confusion, and, at least potential, noncompliance.  Post it notes and "how might we" sessions lead to development of a nursing "CoPilot" position to serve as a liaison, navigator, concierge to help with staff/patient/family communication. Additionally the CoPilot would help implement pathways and discharge planning.  

Success of the program will be measured by collating length of stay, complications, and patient/family satisfaction (measured by a survey following the 30 day follow up visit). The CoPilot team has been meeting weekly in the development and will continue less frequent meetings as the project is implemented. 

We will present the first 6 months follow up data.  Presentation by a patient representative of the CoPilot team (hx SCAD and subsequent LVAD) and the physician.
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