Patient and Family Advisory Councils Impact Statement 2012

One focus.
One system.
One experience.
Patient and Family Advisory Councils
Impact Statement 2012
Another year has passed and it is with a sense
of satisfaction and accomplishment that we highlight the vital role you play in the success enjoyed
by Spectrum Health. Your gifts of time and talent
continue to make a lasting impact on so many
and I thank you for that spirit of compassion
and generosity.
We all deeply appreciate your partnership. Your
ability to see potential and be the voice of patients
and families is invaluable. It has been a tremendous
pleasure to work with you over the years; you
have given Spectrum Health the ability to see
through the eyes of the patient and you consistently
encourage leadership to use innovative and creative
ways to enhance the patient experience.
Although I have transitioned to the next phase in
my professional life, know that I remain so grateful
for the work we have done together over the years,
with some fun along the way! I am confident that
I leave you in good hands and will celebrate the
amazing impact to come in your collaboration with
the leadership of Spectrum Health.
Kristine K.S. White
President
Spectrum Health Innovation, LLC
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Thank You
Dear Spectrum Health Patient and Family Advisory Councils:
As an integrated health care system, we recognize that your
role as councils is essential in delivering comprehensive and
coordinated care for patients and families. Thank you for
your time and talent.
We are excited for the future and inspired for greater possibilities through our
partnership with you. Your guidance on improving our processes helps us to remember
that patients and families are the center of everything we do.
Matthew G. Van Vranken, Executive Vice President
Spectrum Health Delivery System
Kurt Knoth, Vice President
Performance Improvement and Patient Affairs
Spectrum Health Delivery System
Photo: Kurt Knoth at the Spectrum Health Patient and Family Advisory Council Leadership Retreat 2012
Adding Value to an
Integrated Experience
Kurt Knoth, vice president of performance improvement
and patient affairs, engaged the councils with insight
and education on ways to remove waste from processes
in order to bring value to the experiences of patients
and families.
“A process might have 95 percent waste, but typically
only 5 percent of time is spent on the value to the
patient,” says Knoth. “Focusing on eliminating waste
not only improves the process, it supports patientcentered care.”
In the first six months, 14 council members were asked
to join 11 teams of employees, physicians and leadership
to focus on process improvement.
Priority Health
Member Advisory
Council
Heart & Vascular
Patient and Family
Advisory Council
Cancer Program
Patient and Family
Advisory Council
Continuing Care
Patient and Family
Advisory Council
Outpatient Services
Patient and Family
Advisory Council
Executive
Patient and
Family Advisory
Council
Zeeland Community
Hospital Patient
and Family
Advisory Council
Helen DeVos
Children’s Hospital
Family Advisory
Council
The work of the councils in 2012 focused on the
following three areas:
•Patient Experience. Focusing on the Spectrum Health
high-impact behaviors: First Impression, Be an Owner
and Navigate Transitions.
Women’s &
Infant Services
Patient and Family
Advisory Council
Gerber Memorial
Patient and Family
Advisory Council
•Integration Efforts. Working together to create a
seamless, coordinated experience across the system.
•Process Improvements. Eliminating waste and providing
value as defined by our patients and families.
Reed City Hospital
Patient and Family
Advisory Council
United Hospital
Patient and Family
Advisory Council
Orthopaedic/
Neuroscience
Patient and Family
Advisory Council
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Executive Patient and Family Advisory Council
“The patient is always the customer, they
are the reason we are here.”
Some families that are unable to come participate
via phone, thanks to the council’s suggestion.
The council was excited to see the patient-centered
approach of this model.
– Kurt Knoth, Vice President, Performance Improvement
and Patient Affairs, Spectrum Health Delivery System
Care for the Aging Population
The executive team has been working on a strategy
for elderly patients so that Spectrum Health is
prepared for the growth of the baby boomer population.
Jeff Lemon, vice president, business and program
development and Jeff Mislevy, president, Spectrum
Health Continuing Care, presented current services
and discussed what is needed for the future. Council
members suggested that services be more homebased, less institutionally focused to better support
the independence of the patient.
Connecting New Employees with Purpose
Six council members and their families participated
in videos that are shown to all new Spectrum Health
employees. Their heartfelt, personal stories serve
as inspiring examples to connect employees with the
purpose of their work and the impact on patients
and families, regardless of role.
Engaging with the Rounding Team
Council members said they wanted to know when
the physician would see the patient and family at
the bedside. They also wanted care to be better
coordinated among the team. This feedback was
used to form a rounding team designed to bring
together the hospital-based physician, bedside
nurse, care manager, social worker and pharmacist.
Ben Horn, MD, a hospitalist with Spectrum Health
Medical Group and Amy Majeski, nurse manager,
invited members to participate in a rapid improvement
event designed to drive the team’s ability to deliver
timely and coordinated care that is well communicated.
A multidisciplinary team now comes together at
a set time each day at the patient’s bedside. The
team communicates a set time so that families
can be present and included in the conversation.
In addition, Jay LaBine, MD, and Julie Lepzinski, vice
president, operations, Spectrum Health Medical Group,
shared the new Spectrum Health Home Based Primary
Care pilot. The focus of the program is to provide care
within the home for patients with multiple chronic
conditions. This care is provided by physicians, home
care nurses and case managers. The council provided
feedback on the importance of spending quality moments
with loved ones rather than expending energy and
time attending multiple medical appointments.
Photo: Spectrum Health Patient and Family Advisory Council, Leadership Retreat 2012
“It means so much to me when you ask if there is
anything else that you can do for me or you anticipate
my needs,” said Kay DeVries, wife of Council Member
Andy DeVries, in a video for new employees.
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Heart & Vascular
Patient and Family Advisory Council
Expanding our Reach Beyond the Hospital
Recognizing that heart care also happens beyond the
walls of the hospital, the council extended leadership
to represent the continuum of care. Tracey Burke and
Angie Ditmar represent the Heart & Vascular Institute,
Colleen Smith, the director of cardio/thoracic nursing,
represents the inpatient experience at Meijer Heart
Center, and Michelle Doctor from West Michigan Heart
represents Spectrum Health Medical Group. Jeff Decker,
MD, cardiologist, also joined the council to represent
the physician perspective.
The council changed its name to reflect the more
inclusive approach and broadened its view to include
discussions about services across the continuum
and throughout the region.
Clearly Communicating Medications
Employees engaged the council’s feedback on the
medication form patients receive prior to discharge.
Members gave feedback on content—they wanted to
clearly understand what medications needed to be
taken and when. Furthermore, they asked for generic
and name brands as well as instructions written in
terms they understand.
As a result of council feedback the communication
around discharge medications has significantly
improved. This includes changes that have been
made to the electronic medical record.
Adding Value to the Process of Treating Heart Attacks
Council Vice Chair Jim Heidenga joined the Cath Lab
Value Stream Analysis to improve the process. The team
focused on the total time of the catheterization process
following a heart attack, from emergency room to prep
to procedure to going home with prescriptions and
instructions. Jim represented the voice of the patient to
help identify opportunities to reduce waste and improve
the patient experience. They looked at activities that
caused delays and interrupt the flow of communication.
Raising Community Awareness
To help increase awareness of Spectrum Health’s
expertise as a trusted leader in cardiovascular care,
council members gave input on communications.
Members shared their impressions of a local media
campaign that included a television commercial, print
and billboard advertisements. Council input also helped
shape the Frederik Meijer Heart and Vascular Institute
Cardiovascular report and video to ensure the information is understandable and meaningful.
Photo: Donna Klungle, Tracey Burke, Kris Vandenburg, Tracie Esterling, Angie Ditmar, Mike Kelly, M.K. Patterson-Weiden and Jim Heidenga
T. Scott
Kearney
When Scott had a triple
bypass at Meijer Heart
Center in 2011, it was
the first time in his life
that he was admitted to
a hospital.
“You can imagine my anxiety and how disorienting
it was for me and my partner, Nicky Halverson,”
said Scott. “I had many concerns about how we
were going to get through this.”
Scott shares his story so that others can appreciate
how his experience not only saved his life, but made
a deep and lasting impression.
“From the doctors to the maintenance staff, I
experienced a level of care and professionalism that
I had never had in any industry,” said the New York
native who resides in West Michigan.
“When I asked a question, I got the answer immediately or was told they would get back to me and
they did. When they asked if there was anything
else they could do for me, I knew they meant it,”
added Scott. “That level of attention was very
comforting to me and Nicky.”
Scott is now a self-described advocate for Spectrum
Health, Meijer Heart Center and the employees
and doctors. He volunteered to join the council
in September 2012 as the newest member.
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Cancer Program
Patient and Family Advisory Council
Bringing Services Together for Women
Council members continued their work in the fight
against breast cancer. Building upon the council’s
success with increasing access to mobile mammography services, members turned their attention to
treatment, offering feedback on the environment
for infusion therapy.
Working with Susan Woods, director of oncology,
members provided input on the most comfortable
recliners for patients to sit in during hours of chemotherapy, as well as the concept of sitting in a circle
during treatment. Members talked about their own
experiences and the need for privacy when patients
aren’t feeling well, versus the camaraderie and
support of being able to talk with other patients
during treatment.
Increasing Awareness
The firsthand experiences of council members gave
voice to the need for having access to a bone marrow
transplant through Spectrum Health. Through
education, members helped advocate and advise the
growing program.
A specific need was identified: increase awareness
and sensitivity to expedite services for bone marrow
patients and minimize the risk for immune-compromised
patients in the emergency department. The input and
feedback of two council members was shared in a video.
The video was used by leadership to increase the awareness of the fears and concerns of these patients.
The personal portrayals of Carmen Villahermosa de Cox
and her husband David conveyed the need for empathy
by employees for the patient’s fear of rejection and exposure to viruses—what may seem like a small issue could
in fact be life threatening. Members and their families
depicted the importance of listening to the needs of
family and asking for their input—because they know
the patient better than anyone.
Driving the Path of the Patient
The council has often provided feedback on
the challenges of parking in the Lemmen-Holton
Cancer Pavilion. As a result, council members and
facility leadership literally drove the path of the
patient. Council members were able to identify
multiple areas of confusion, congestion and lack
of meaningful direction.
Leaders will use this input to make improvements to
parking and wayfinding.
Photo: Bill Crooks, Susan Woods, Carmen Villahermosa de Cox and Richard Funnell
Carmen
Villahermosa
de Cox
Carmen joined the
council after her husband
David was diagnosed with
mantle cell lymphoma.
The journey they shared, which included a
bone marrow transplant, inspired her work
with the PFAC.
“We are thrilled that adults who need a bone marrow
transplant can have it here at Spectrum Health. To
stay close to home, to be able to have family visit—
that’s huge. We are grateful that Spectrum Health
is striving to be the best,” said Carmen.
David stressed how important it is to have Carmen
at his side during treatment. “As David’s caregiver,
I am his primary advocate and pay close attention
to the details,” said Carmen.
Their input reminds leaders of the importance
of listening and understanding each experience.
“For example as a bone marrow transplant patient,
it’s a big deal to go to the emergency department
because the longer we are there the greater risk to
David’s immune system. To know that employees
understand the cadence and how to best care for
him is so very important to us,” said Carmen.
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Outpatient Services
Patient and Family Advisory Council
Experiencing Facilities Firsthand
Throughout the year, council members participated
in multiple site visits to help identify the need for
consistency among all Spectrum Health locations,
through the eyes of the customer.
Spectrum Health West Pavilion
Experiences became more tangible when council
members visited the Spectrum Health West Pavilion.
Members initially focused on the welcome and
registration process. They were then partnered with
an actual patient to experience firsthand the registration process through the transition to an exam room.
In October 2012, the West Pavilion piloted extending
office hours for primary care by opening earlier in the
morning and staying later at night to accommodate
people who work during the day. Members participated
in a wayfinding exercise to evaluate signage, proposing
changes to help affirm for patients they are in the
right location for their appointment.
Spectrum Health Holland Medical Group
Before the new Spectrum Health Medical Group
facility opened in Holland, council members provided
feedback around the design. From signage to the
Photo: Mary Ellen Mika, Sue Mammina, Larry Genzink
need for multiple consult rooms to bring specialists
together, PFAC gave input.
After the opening, members walked through the
building following the patient flow to offer specific
suggestions to improve the process.
Beltline Integrated Care Campus
As planning for the Campus began, the plans were
impacted with council member Billie Jean Dutmers
voicing the need for patient-centered design. Billie
Jean participated on a 2P (process/preparation)
process improvement event with physicians,
leaders, and facility planners. Her input helped the
team decide to eliminate underground parking for
providers and to maximize access to patient care.
Involving Patients in Scheduling
Dialogue between leadership, employees and council
members around the need for more involvement in
the scheduling process led to process improvements
for breast care services.
providers are working to expedite rescheduling
and referrals to help connect care within the
multispecialty teams.
Members talked about the importance of reducing
the time spent waiting for next steps. Scheduling wait
times were significantly shortened for MRI diagnostic
and treatment procedures.
Improving Patient Communications
The In Basket is an internal communication tool that
the primary care facilities use to manage the flow of
patient questions, lab results and prescription refills.
As a part of a Rapid Improvement Event, members
Beth Splaine and Joanne Scott shared their expectations on ideal response times and how to proactively
meet the patient’s needs. Their input will be used in
supporting the patient-centered approach.
Recognizing the need for reassurance, nurses now
call patients when follow-up is necessary to answer
questions and help reduce anxiety. Primary care
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Helen DeVos Children’s Hospital
Family Advisory Council
Connecting with Leadership to Improve the Experience
Dialogue between council members and managers
from the hospital and outpatient clinics is welcomed
and routinely part of every council meeting. Hearing
council feedback on family experiences helps equip
leaders to provide patient and family centered care
in their areas.
For example, leadership asked for insight into the
process of admission and coordination of outpatient
to inpatient care. As members shared their desires
to improve the flow between transitions in care,
leadership took note. Members expressed the need
for consolidating information whenever possible and
allowing family time to process.
“I don’t want to always be the sole owner of keeping
my child’s medical information when I am in the midst
of caring for him,” says Bridget Lassig, council co-chair.
“I need caregivers to know my story, understand our
journey, and have access to our medical information.”
Partnering with Families for Safety
The safety of patients in the intensive care unit increases
when the caregiver is focused on a single task at a time.
Employees shared examples with members of how
errors can happen during interruptions.
Members felt strongly about how “No Interruption
Zones” are communicated with family members.
Rather than stating the needs as rules, members
recommended engaging family in a conversation
about how to best support their child’s safety.
Including Family in Bedside Dialogue
Council members Tony and Leah Neifert helped
employees understand the importance of including
family in the conversations when caregivers make
their rounds. Tony related his experience when Leah
was a patient. “I felt Leah was safe and well cared for
when I was included in discussions and understood
her plan of care during bedside rounds,” said Tony.
Based on council insight, employees learned the
importance of pausing during reports at the bedside
to ask family if they have any questions and encouraging
parents and patients to write down questions in
anticipation of the next round.
Tony and
Leah Neifert
Tony and Leah understand
the journey of hope. It
began when the couple
learned their 5-day-old
daughter, Libby, had less
than a 2 percent chance to survive a rare form
of eye cancer.
Both of their daughters, Libby then Ella, inherited
the gene that was responsible for Tony’s eye cancer.
“People asked why we didn’t go out of state or
even the country for Libby’s treatment,” says Leah.
“If we believed that she only had a few months to
live, we wanted her to be home with family. Our
hope was that the employees would care about
her personally and not just physically—and everyone has been so great through our family’s journey
with both girls.”
It was also important for the couple to experience
a seamless transition of the girls’ care from hospital
to outpatient services.
“It was frightening for us to go from life on our own
to this new routine of outpatient care, but it was
reassuring to see everyone was on top of the girls’
medical history—employees knew what the girls
had been through and used the hospital experiences to keep them on the road to good health,”
said Leah.
Both Libby and Ella are active, healthy girls
enjoying life.
Photo: Joan Rikli, Anita Jones, Bridget Lassig
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Women’s & Infant Services
Patient and Family Advisory Council
Katie Canfield
Continuing Focus on Improving Services
Obstetric triage will have its own entrance at the
ground level to help ensure the services that an
expectant mother needs are as close as possible to
the entrance. This will also support family presence,
allowing the family members to be with the expectant
mother right away. Council members walked through
the new design providing feedback related to parking
and wayfinding.
Bringing Women Together for Inspiration
Believing women know women best, Diana Bitner,
MD, hosted 30 females representing all councils
to talk about what a comprehensive network of
care might include. Members engaged in lively
conversation with the gynecologist about the
realities of reproductive health later in life.
“I had such a positive experience with both births,
I felt honored to share my perspective as a patient,
as well as input for ongoing improvements,”
said Katie.
Drawing from their own experiences, participants
talked about the need to keep women at the center
of care, surrounded by various providers that address
physical health and beyond. Members also shed light
on the use of clinical language, emphasizing the
need to shift conversations about menopause to
understanding changes as a transition.
“This is such an exciting time in the Grand Rapids
medical community,” said Katie. “Spectrum Health
has shown initiative not only in Grand Rapids,
but throughout the country. With leadership’s
commitment, we’ve been able to make a real impact
on the patient experience.”
Expanding Efforts to Physician Offices
With a focus on sensitivity and support, council
members toured new offices for women’s services
through the Spectrum Health Medical Group. Brenda
Goorhouse, director, facilitated the feedback session
where members asked questions and offered
suggestions on the use of space, the patient flow
and communication with the patient.
Photo: Katie Canfield with her family, Jason, Michael and Stella.
Katie Canfield joined the council a year after her
son Michael was born in 2007 at Spectrum Health
Family Birthplace. Three years later, the family
celebrated daughter Stella’s birth at Spectrum Health.
Serving as past chair and currently as incoming
vice chair for 2013, Katie’s passion is providing
exceptional care for all patients and family members.
Experiencing Services Virtually
Council members are being tapped to offer insight
and help for women looking to navigate the online
experience of Women’s & Infant Services. Members
expressed the value of a virtual tour and patient
testimonials to clearly differentiate Spectrum Health’s
services from other hospitals.
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Orthopaedic/Neuroscience
Patient and Family Advisory Council
Experiencing Facilities Firsthand
The Pre-operative Assessment Center is designed
to optimize a patient’s readiness for total joint surgery
to ensure the best possible outcomes for care.
Members recognize that patients have other medical
conditions that can affect how well prepared they
are for surgery.
Council member Dale Reinke participated in a mock
visit to the Center to offer feedback on the experience.
He gave input on the rapid-cycle assessment, asking
questions and offering insight.
Members followed the process through to discharge
from the hospital. The council gave voice to the
patient’s and family’s perspective on a checklist for
transition to home or another facility. This concept
of a discharge checklist can be replicated elsewhere
in the system.
Preventing Falls Through Influencer Model
Spectrum Health leadership applied the Influencer
model strategies to reduce falls for patients in
the hospital.
The council developed a better understanding
of the issues that may affect falls—medications,
lack of sleep, being attached to equipment and
being in an unfamiliar environment. They offered
advice for ensuring safety while maintaining respect
for the patient. Members said communication is
key, and it helps to involve the family to reinforce
safety measures.
Integration with Spectrum Health Medical Group
Spectrum Health Medical Group is developing an
expanded neuroscience department. This development includes the addition of many specialists and
models of care. George Geagea, operations director,
joined the ortho/neuro council and is excited to have
patients at the table to provide guidance on decision
making and program development.
“It’s really great to have patients working in
partnership with leaders. In my career, I’ve never
seen an organization so focused around this effort,”
said George.
Photo: Jeanne Roode, Dody Reinke, and Dale Reinke enjoy the annual PFAC Whitecaps game.
David
Weinandy
David Weinandy is no
stranger to health care,
having been a medical
social worker before
becoming a professor of
communication at Aquinas College. In fact, his
area of research for his dissertation focused on
end-of-life health care.
For the last year of her life, David was the full
time caretaker of his 84-year-old mother, Audrey
Weinandy. Audrey struggled a number of years
with primary biliary cirrhosis and dementia. David
and his mother had numerous experiences with
the Spectrum Health neuro unit along with the
emergency department, ICU and Hospice Care.
A caring and loving wife and mother, Audrey
passed away in December 2011.
David joined the Ortho/Neuro PFAC in May 2012.
David appreciated the opportunity to have
dialogue with providers and time to weigh the
options. “For example, I was appreciative when the
nurses took things slowly when orienting me to
ICU. It was a time when I felt the most distressed
and least able to listen,” said David.
“I am most impressed with everyone with whom
I have come in contact. They are truly motivated to
improve the patient/family experience and genuinely
want council input.”
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United Hospital
Patient and Family Advisory Council
Identifying Opportunities During Renovation
Stanley and Blanche Ash Emergency Department
The new Stanley and Blanche Ash Emergency
Department at Spectrum Health United Hospital
features a warm and welcoming lobby and better
access and more privacy for outpatient services,
thanks to input from the council.
Council members took part in the process working
closely with the director of emergency services
and patient access supervisor. Based on tours to
experience the new layout firsthand, members shared
insight and asked questions to inform the plan:
•Ensuring comfort, privacy and security. Members
offered feedback on what to include to make the
waiting room more comfortable, treatment rooms
more private, and the experience safe.
•Eliminating confusion. Members gave input on travel
paths during renovation and how visitors made their
way from the parking lot to the door.
•Responding to inconvenience. Members recommended
adding a cart with beverages and light snacks in the
waiting room during renovation when access to the
cafeteria would be challenging.
Photo: Carolyn “Skeet” Slocum and Tina Freese-Decker
Main Entrance • Laboratory • Central Waiting Area
Council input helped shape the experience of the
main hospital entrance, laboratory and central waiting
areas. Aligning with the patient-centered focus in
the emergency department, the goal was to create a
comforting experience for patients and families.
In August, the council toured areas providing
suggestions to add a receptionist in the main entrance
to provide directions, a more private and calming
environment for patient blood draws in the laboratory,
and more engaging activities for children in the central
waiting area. Many of the council’s suggestions were
incorporated and have received positive feedback.
Providing Opportunities for Exceptional Care
During each PFAC meeting members share personal
examples of what they or their family member has experienced. For example, one member talked about the
process her mother went through for an MRI. She
reinforced for employees that her mom appreciated the
quick and easy registration process and how employees
met her special needs during the procedure. It is through
these experiences that council members help leadership
engage employees and physicians on ways they can
continuously provide exceptional care for their patients
and families.
Carolyn “Skeet” Slocum
Skeet serves as on-camera inspiration for new
employees joining Spectrum Health. During
orientation, she appears in a video to share
her family’s experiences and connections to
Spectrum Health.
Seven years ago, Spectrum Health United Hospital
set the tone for feeling cared for when Skeet
brought her husband “Sloke” to the emergency
department. “We were in a panic mode, but they
were calm and smiling, so we immediately felt
surrounded by people who felt like family,”
said Skeet.
From Priority Health to local primary care, Skeet
feels confident about having all their health care
services under one roof, as part of Spectrum Health.
“It’s important to have a health care system that
takes care of everyone, even those on the outskirts
who might not feel comfortable coming to Grand
Rapids,” said Skeet.
A retired middle school teacher, Skeet has been
a council member since February 2011. Now serving
as the chair of the United PFAC, Skeet’s goal is
to ensure every patient and family member at
every Spectrum Health facility experience the same
calm and welcoming environment.
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Reed City Hospital
Patient and Family Advisory Council
Expanding Cancer Care Close to Home
Based on their firsthand experiences, council
members understand cancer treatment and
recovery are easier when travel time is reduced
and family is nearby.
A group of council members representing the
cancer program at Spectrum Health Reed City
Hospital formed to talk about the need for
expansion of local services.
Those members joined the Reed City Hospital
Patient and Family Advisory Council and are working
closely with leadership on a significant investment
in cancer care through the Susan P. Wheatlake
Regional Cancer Center.
The Center is an expansion of the current location
for radiation therapy in Reed City. Members weighed
in on physical spaces, from access to nature and
outdoor views, to accommodating privacy versus
social and nursing support.
Members are mindful of the integrated approach
between services in Reed City and the Spectrum
Health Lemmen-Holton Cancer Pavilion and touch
base with the Cancer Patient & Family Advisory
Council to share input.
Gaining a Wider Perspective
Over the years, Evlyne Sheltrown has gained different
perspectives of Spectrum Health Reed City Hospital.
She was an outpatient on several occasions for routine
tests. Her parents had both been patients at the Reed
City Rehab and Nursing Center prior to moving to an
assisted living setting.
Her personal experiences, paired with her background
in nursing and social work, has prepared her for her
role as a PFAC member since 2010, currently serving
as chair.
Evlyne has a real interest in the evolution of health
care and is personally vested in the idea of offering
medical care in patient’s homes to those who are
frail, elderly and chronically ill.
In November, Evlyne
attended a process
improvement training
with Spectrum Health
Reed City leadership
and shared what she
learned with council
members. She is
enthusiastic about
the goal of eliminating
waste from the
system to better
serve patients and families. Evlyne equates
eliminating waste with respecting patients, families
and employees. She views wait times and delays
as a form of waste and is excited to help Spectrum
Health Reed City Hospital tackle the opportunities
for improvement.
“I look forward to developing ideas and expanding
my knowledge of today’s health care systems at the
executive PFAC,” said Evlyne.
Photo: Kris Miller, Tom Nash, Nadine Nash, Dave Cochran, Lisa Flint, Linda Cochran, Evlyne Sheltrown, Barb Graham
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Gerber Memorial
Patient and Family Advisory Council
“I value the unfiltered, honest feedback
that the council provides. Members give us
meaningful insight that we can act upon to
change or improve our services.”
access to physicians for appointments, as
well as input on how employees interact with
patients to ensure they are well informed prior
to their appointment.
– Randy Stasik, President, Spectrum Health Gerber Memorial
Accessing System Resources
In 2010, Gerber Memorial Hospital joined the
Spectrum Health System and began the process of
integrating technology systems to ensure a seamless
experience. One of the unique challenges was
bringing electronic medical records into the fold.
Gerber Memorial Patient and Family Advisory Council
celebrated a year of service with representation from
the expansive rural area that includes Grant, Newaygo,
White Cloud and Hesperia.
Creating a Great First Impression
The council provided feedback on the expansion
of the emergency department including the lobby,
as well as the addition and renovation to outpatient
surgery. Members reinforced that the environment
is integral to the process and that respect for
patients and families begins well before they come
through our doors.
Members helped employees position the resource
as a way to provide excellence through real-time,
secure access to medical information. As part
of the Spectrum Health System, members reinforced
the benefit of virtual consultations and coordination
of care, saving valuable time when determining
the best treatment.
Barb Geno
Barb Geno was born at Gerber Memorial Hospital
and has relied on local medical services throughout
her life. Spectrum Health and Gerber Memorial
Hospital became critical to her care when she was
diagnosed with a form of non-Hodgkin’s lymphoma
in 2000.
“I am thankful to be a cancer survivor because
of the exceptional care I received from Spectrum
Health both in Grand Rapids and in Fremont,”
said Barb, PFAC chair.
A motivated leader, Barb joined the council for
many reasons.
“As a county commissioner, I understand it’s
critical that we have a local hospital to serve our
community. As a community leader, I want to help
ensure the professional services provided are on
the same level as those in urban areas. As a patient
and family member, I personally need the services
to be exceptional and responsive. As a hospital
volunteer, I see firsthand the interactions between
doctors, employees, nurses and patients and their
family. The PFAC allows me to bring all of these
interests to one table,” said Barb.
The council looked at the patient’s perception of the
experience to complement the perceptions and role
of employees. Members offered ideas to improve timely
Photo: Laurie Supinski, Randy Stasik, Barb Geno, Sandy Siegel
23
Zeeland Community Hospital
Patient and Family Advisory Council
“I am pleased that we have begun work with
the Zeeland PFAC. I am looking forward to
hearing the insights of our patients and families
and working with them to help Spectrum Health
Zeeland Community Hospital continue to
provide exceptional experiences for all of our
patients and their families.”
– Henry Veenstra, President
Spectrum Health Zeeland Community Hospital
“I joined the PFAC to express my sincere
appreciation for the exceptional experiences
my family and I have had at Spectrum Health
Zeeland Community Hospital. The culture of
care, concern and professional excellence
need to be acknowledged and shared within
our community and the region.”
– Karen Klemm, PFAC Advisor
Spectrum Health Zeeland Community Hospital
24
The Beginning of
an Impactful Council
Zeeland Community Hospital
Patient and Family Advisory
Council began with an
introductory meeting in May
2012. Community members
were invited to learn more
about the council, the PFAC
work taking place across the
system, and the Spectrum
Health experience concepts
of look, work and feel. The group brainstormed
potential areas of focus for the council.
In September 2012, the first official council meeting
was held.
Smooth Transitions
The first area of focus is transition between Zeeland
and other Spectrum Health facilities. The goal is to
provide a smooth transition for patients and families
to decrease anxiety regarding the next steps and instill
confidence that they are being provided exceptional care.
The council will review options regarding
transportation between Zeeland Community
Hospital and other Spectrum Health facilities
for the patient and family members and
evaluate the internal communication between
all facilities.
Raising Community Awareness
Zeeland Community Hospital joined the
Spectrum Health System in 2011. The
council will provide feedback on promotional
messaging to reinforce and increase awareness
of Zeeland’s heritage and the continued
dedication to the people in Zeeland, Hudsonville
and the communities served.
Members will share their impressions of local
media campaigns and help shape content to ensure
the information is understandable and meaningful.
Photo: Henry Veenstra, Jane Czerew, Lori Bruins
Newly Forming Councils
Continuing Care
Patient and Family Advisory Council
The voice of the patient and family member has
always been at the center of the care provided
through Spectrum Health Continuing Care. In 2012,
efforts began to formalize a PFAC through Jeff Mislevy,
president, Spectrum Health Continuing Care; Paul
Pruitt, senior administrator; Michael Breon, director,
post acute experience and Stacie Carter, director,
quality of life.
“The council will have a significant role to support
our priority of including more patient and family
input in the experiences of
continuing care throughout our
myriad of services,” said Jeff.
Spectrum Health Continuing
Care services include Rehab
& Nursing centers, Long Term
Care, Visiting Nurse Association,
Spectrum Health Hospice and
Infusion Pharmacy Services.
Priority Health Member Advisory Council
Early in 2012, Kim Suarez, vice president, medical
operations, Priority Health, took an active
role with the Executive PFAC. As members
talked about the challenges of understanding
health insurance statements, they recommended having council representation at
the table from Priority Health.
After seeing the positive impact of that
council, Kim spearheaded the launch of the
Member Advisory Council for Priority Health.
Kim appointed Cheryl Osentoski,
human resources program manager and Betty Irving, director,
customer care center, to lead the
effort and begin forming the council.
welcoming enrollment experience, and making sure
bills go out accurately and on time.
“We have always valued
hearing from our members
through focus groups and
surveys,” said Kim. “The
council will give us a higher
level of commitment and
accountability to provide
the best experience for
our members.”
With an active internal promotion plan,
the team began recruiting members with
the goal of having the first council meeting in early 2013. The council will look
at the entire experience, tackling issues
such as improving the explanation of
benefits, to creating a seamless and
Photo (L): Paul Pruitt, Stacie Carter, Spectrum Health Continuing Care Photo (R): Cheryl Osentoski, Betty Irving, Priority Health
25
Thanks to all
of our advisory
council members.
Executive Patient and
Family Advisory Council
Patient and Family Advisors
Tino Caviggiola, Chair • Julie Wallace, Vice Chair • Carmen Cox •
Jamie Dalton • Andrew DeVries • Jane Heemstra • John Nash •
Joanne Scott • Dianna Smith • Stephenie Young
Service Line Chairs
Sheila Dolly • Barb Geno • Lesley Jeruzal • Anita Jones •
Bridget Lassig • MaryEllen Mika • Dale Reinke • Evlyne Sheltrown •
Carolyn Slocum
Spectrum Health Leadership Partners
•Matt Van Vranken, Executive Vice President,
Spectrum Health Delivery System
•Kurt Knoth,
Vice President, Performance Improvement
& Patient Affairs, Spectrum Health Delivery System
•James Bonner, Director, Patient Affairs,
Spectrum Health Delivery System
•Steve Heacock, SVP, Community Relations,
Spectrum Health System
•J eff Lemon, Vice President, Business & Program Development,
Spectrum Health System
•Julie Lepzinski,
Vice President, Operations,
Spectrum Health Medical Group
•John MacKeigan, MD, Executive Vice President,
Chief Medical Officer, Spectrum Health System
•Jeff Mislevy, President, Spectrum Health Continuing Care
•Carole Montgomery, MD, Vice President,
Access and Coordination of Care
•Ralph N. Rogers, MD, Vice President, Medical Affairs,
•Sandy Siegel, Executive Director, Community and Government
•S hari Schwanzl, Vice President, Nursing Services,
Helen DeVos Children’s Hospital
•Jan Stone, Vice President, Clinical Integration,
•Lisa Shannon, Chief Operating Officer,
•Caitlin Zinnecker, Administrative Assistant (Council Support)
•Kevin Splaine, President, Spectrum Health Grand Rapids
•Shawn Ulreich, Chief Nursing Executive, Vice President
Heart & Vascular Patient
and Family Advisory Council
•Beth Welliver, RN, Central Shared Leadership Council Chair
•Kristine White, President, Spectrum Health Innovation, LLC
Patient and Family Advisors
Michael Kelly, Chair • Jim Heidenga, Vice Chair • Keith Bart • Tino
Caviggiola • Harvey Cosgrove • Ann Holmes • Scott Kearney • Donna
Klungle • M.K. Patterson-Weiden • Dianna Smith • Kris Vandenberg
Chief Medical Officer, Spectrum Health Grand Rapids
Spectrum Health Hospital Group
Clinical Operations, Spectrum Health Hospital Group
Cancer Program Patient
and Family Advisory Council
Patient and Family Advisors
Sheila Dolly, Chair • Bill Crooks, Vice Chair • Carmen Cox •
Linda Fish • Marva Netherland • Donald Pleune • Rocio
Salvador-Santos • Bret Zillmer
Spectrum Health Leadership Partners
•Richard Funnell, Regional Director, Oncology Program
•Wendy Koopman, Senior Director of Clinical Operations,
Cancer & Hematology Centers of Western MI
•Susan Woods, Director, Oncology
Gerber Memorial Patient
and Family Advisory Council
Patient and Family Advisors
Barb Geno, Chair • Laurie Supinski, Vice Chair • Todd Blake • Jim
Maike • Cathy Obits • Donald Potter • Jon Schneider • Jaci Wismar
Spectrum Health Gerber Memorial Leadership Partners
•Randy Stasik, President, Spectrum Health Gerber Memorial
•Jenny Babcock, Director of Community Health and
Chief Experience Officer, Spectrum Health Gerber Memorial
Relations, Spectrum Health Gerber Memorial
Spectrum Health Gerber Memorial
Spectrum Health Leadership Partners
•Amy Blysma, Nurse Manager, 6 Heart
•Tracey Burke, Director, Program Develop, HVI
•Andrea Byrne-Meyer, Manager, Cardiovascular
•Angie Ditmar, Director, Cardiovascular Services, HVI
•Michelle Doctor, Operations Director, Cardiovascular
•Colleen Smith, Director, Cardio/Thoracic Nursing
•Tracie Esterling, Administrative Assistant (Council Support)
Helen DeVos Children’s Hospital
Family Advisory Council
Patient and Family Advisors
Anita Jones/Bridget Lassig, Co-Chairs • Kristin Ferguson, Vice Chair •
Janine Hammond • Julie Hauck • Joni Korb • Leah Neifert • Tony Neifert
Mary Jo Pletzke • Heidi Prior • Shelley Volkert
Helen DeVos Children’s Hospital Leadership Partners
•Robert Connors, MD, President, Helen DeVos Children’s Hospital
•Bridget Menzel, Director, Operations, Spectrum Health Medical Group
•Elias Neujahr, Vice President, Operations,
Helen DeVos Children’s Hospital
•Joan Rikli, Director, Children’s Critical Care Services,
Helen DeVos Children’s Hospital
26
•Shari Schwanzl, Vice President, Nursing Services,
Helen DeVos Children’s Hospital
•Jeni Wincek, Director, Pediatric Services,
Helen DeVos Children’s Hospital
Helen DeVos Children’s Hospital Physician Representatives
Matthew Denenberg, MD • Martina Keeler, MD
Orthopaedic/Neuroscience Patient
and Family Advisory Council
Patient and Family Advisors
Dale Reinke, Chair • Carol Heidenga • Mike Jensen •
Dody Reinke • Candace Sorensen • David Weinandy
Spectrum Health Leadership Partners
•Deb Cress, Director, Orthopaedic & Neuroscience Services
•Jeanne Roode, Vice President, Surgical Services
Outpatient Services Patient
and Family Advisory Council
Patient and Family Advisors
Mary Ellen Mika, Chair • David Campos • Billie Jean Dutmers •
Pat Hamacher • Jan Heniser • Joanne Scott • Beth Splaine
Spectrum Health Leadership Partners
•Larry Genzink, Director, Diagnostic Imaging
•Sue Mammina, Director, Lab & Pulmonary
•Doug Sterken, Operations Director,
Spectrum Health Medical Group
Reed City Hospital Patient
and Family Advisory Council
Patient and Family Advisors
Evlyne Sheltrown, Chair • Leo Blanck • Linda Cochran •
Robert Ford • Carol Ladd • Teresa Larson • Jeff McKnight •
Tom Nash • Susan Wheatlake
Spectrum Health Reed City Hospital Leadership Partners
•Lisa Flint, Director, Patient Experiences,
Spectrum Health Reed City Hospital
Zeeland Community Hospital
Patient and Family Advisory Council
•Barb Graham, Consultant, Service Excellence,
Patient and Family Advisors
Rick Diamond • Jennifer Dougherty • Karen Klemm • Bill VanSteenis
Spectrum Health Reed City Hospital
•Kris Miller, Chief HR Officer, Spectrum Health Reed City Hospital
•Gail Voorhees, Administrative Assistant (Council Support)
United Hospital Patient
and Family Advisory Council
Patient and Family Advisors
Carolyn Slocum, Chair • Larry Carbonelli • Donna Cushman •
Sally Gardner • Joshua Gibbs • Trisha Haist • Alex Kemp •
Anita Neal • Marie Swarts • Kathy Tissue
Spectrum Health United Hospital Leadership Partners
•Tina Freese-Decker, President, Spectrum Health United Hospital
•Shirley Hayes, Director, Patient and Family Experience
•Percy Mahar, Chief Clinical Officer,
Spectrum Health United Hospital
Women’s & Infant Services Patient
and Family Advisory Council
Spectrum Health Zeeland Community Hospital
Leadership Partners
•Henry Veenstra, President,
Spectrum Health Zeeland Community Hospital
•Lori Bruins, Patient Experience/Safety Director,
Spectrum Health Zeeland Community Hospital
•Jane Czerew, Vice President, Clinical Services & Quality,
Spectrum Health Zeeland Community Hospital
Spectrum Health Council Support
•Mickey Jensen-Hower, Patient and Family Services
Program Manager (January–June)
•Deb Sprague, Patient and Family Services Program
Manager (October–December)
•Lisa White, Administrative Assistant,
Center for Exceptional Experiences
Patient and Family Advisors
Lesley Jeruzal, Chair • Katie Canfield • Arlene Hendricks-Potter •
Matrina Poston • Stephenie Young
Spectrum Health Leadership Partners
•Rosalie Glowney, Nurse Manager, Women’s & Infant Services
•Brenda Goorhouse, Director, Operations, Spectrum Health
Medical Group, Women’s & Infant Services
•Laurel Jander, Nurse Manager, Women’s & Infant Services
•Cindy Reistroffer, Director, Women’s & Infant Services
•Amber Kelly, Administrative Assistant, Women’s & Infant
Services (Council Support)
27
100 Michigan Street NE
Grand Rapids, MI 49503
spectrumhealth.org
RMD3355 ©11.2012