Leveraging the agility of the care experience dyad partnership model during COVID-19

The extraordinary nature of COVID-19 has presented, and will likely continue to present, unique challenges for care delivery systems; not only in respect to delivery of care to patients, but also in respect to the ways in which health systems care for, and facilitate safe working environments for th...

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Autores principales:	Vanessa Mona, Rana Awdish
Formato:	article
Lenguaje:	EN
Publicado:	The Beryl Institute 2020
Materias:	patient centered care human experience employee experience covid-19 Medicine (General) R5-920 Public aspects of medicine RA1-1270
Acceso en línea:	https://doaj.org/article/4a42b99cb197445e88ea96a1696a70d8
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spelling	oai:doaj.org-article:4a42b99cb197445e88ea96a1696a70d82021-11-15T04:31:20ZLeveraging the agility of the care experience dyad partnership model during COVID-192372-0247https://doaj.org/article/4a42b99cb197445e88ea96a1696a70d82020-08-01T00:00:00Zhttps://pxjournal.org/journal/vol7/iss2/25https://doaj.org/toc/2372-0247The extraordinary nature of COVID-19 has presented, and will likely continue to present, unique challenges for care delivery systems; not only in respect to delivery of care to patients, but also in respect to the ways in which health systems care for, and facilitate safe working environments for their employees. It was identified early on that COVID-19 would challenge our Health System, Henry Ford, in its ability to provide an optimal experience of care for our patients. We realized that the feelings of isolation experienced by patients, anxieties experienced by their families and impacts to the well-being of our employees would be significant. Communication was fraught, yet the need for communication had never been greater. Providing difficult news, only to be delivered by phone, injured morale for providers, nurses and support staff. Prior to COVID-19, Henry Ford Health System paired physician and administrative leaders to create high performing dyad partnerships. Clinical and administrative leaders were paired based on their diverse skill sets, competencies and representation. The goals of the Care Experience dyad are to 1) build connectivity; demonstrate support for work being done in times of complex and evolving situations, 2) provide psychological first aid through diffusion and debrief of real time situational stress, utilizing coaching resources, developed by Chief Wellness Officer, 3) assess needs and concerns; assist teams with interpretation and operationalization of rapidly evolving guidelines and protocols; co-discover solutions and escalate concerns, 4) listen with non-judgmental curiosity; normalize and validate feelings and 5) identify and link to resources; identify families who need crisis-level communication. <strong>Experience Framework</strong> This article is associated with the Patient, Family & Community Engagement lens of The Beryl Institute Experience Framework. (<a href="http://bit.ly/ExperienceFramework">http://bit.ly/ExperienceFramework</a>) <ul> <li><a href="https://www.theberylinstitute.org/page/PXSEARCH#resource-list-all/?view_28_page=1&view_28_filters=%5B%7B%22field%22%3A%22field_38%22%2C%22operator%22%3A%22in%22%2C%22value%22%3A%5B%22PXJ%20Article%22%5D%7D%2C%7B%22field%22%3A%22field_20%22%2C%22operator%22%3A%22is%22%2C%22value%22%3A%5B%22%22%5D%7D%2C%7B%22field%22%3A%22field_40%22%2C%22operator%22%3A%22is%22%2C%22value%22%3A%5B%22%22%2C%22Patient%2C%20Family%20%26%20Community%20Engagement%22%5D%7D%2C%7B%22field%22%3A%22field_41%22%2C%22operator%22%3A%22is%22%2C%22value%22%3A%5B%22%22%5D%7D%5D">Access other PXJ articles</a> related to this lens.</li> <li><a href="https://www.theberylinstitute.org/page/Ecosystem-PatientFamilyCommunityEngagement">Access other resources</a> related to this lens.</li> </ul>Vanessa MonaRana AwdishThe Beryl Institutearticlepatient centered carehuman experienceemployee experiencecovid-19Medicine (General)R5-920Public aspects of medicineRA1-1270ENPatient Experience Journal (2020)
institution	DOAJ
collection	DOAJ
language	EN
topic	patient centered care human experience employee experience covid-19 Medicine (General) R5-920 Public aspects of medicine RA1-1270
spellingShingle	patient centered care human experience employee experience covid-19 Medicine (General) R5-920 Public aspects of medicine RA1-1270 Vanessa Mona Rana Awdish Leveraging the agility of the care experience dyad partnership model during COVID-19
description	The extraordinary nature of COVID-19 has presented, and will likely continue to present, unique challenges for care delivery systems; not only in respect to delivery of care to patients, but also in respect to the ways in which health systems care for, and facilitate safe working environments for their employees. It was identified early on that COVID-19 would challenge our Health System, Henry Ford, in its ability to provide an optimal experience of care for our patients. We realized that the feelings of isolation experienced by patients, anxieties experienced by their families and impacts to the well-being of our employees would be significant. Communication was fraught, yet the need for communication had never been greater. Providing difficult news, only to be delivered by phone, injured morale for providers, nurses and support staff. Prior to COVID-19, Henry Ford Health System paired physician and administrative leaders to create high performing dyad partnerships. Clinical and administrative leaders were paired based on their diverse skill sets, competencies and representation. The goals of the Care Experience dyad are to 1) build connectivity; demonstrate support for work being done in times of complex and evolving situations, 2) provide psychological first aid through diffusion and debrief of real time situational stress, utilizing coaching resources, developed by Chief Wellness Officer, 3) assess needs and concerns; assist teams with interpretation and operationalization of rapidly evolving guidelines and protocols; co-discover solutions and escalate concerns, 4) listen with non-judgmental curiosity; normalize and validate feelings and 5) identify and link to resources; identify families who need crisis-level communication. <strong>Experience Framework</strong> This article is associated with the Patient, Family & Community Engagement lens of The Beryl Institute Experience Framework. (<a href="http://bit.ly/ExperienceFramework">http://bit.ly/ExperienceFramework</a>) <ul> <li><a href="https://www.theberylinstitute.org/page/PXSEARCH#resource-list-all/?view_28_page=1&view_28_filters=%5B%7B%22field%22%3A%22field_38%22%2C%22operator%22%3A%22in%22%2C%22value%22%3A%5B%22PXJ%20Article%22%5D%7D%2C%7B%22field%22%3A%22field_20%22%2C%22operator%22%3A%22is%22%2C%22value%22%3A%5B%22%22%5D%7D%2C%7B%22field%22%3A%22field_40%22%2C%22operator%22%3A%22is%22%2C%22value%22%3A%5B%22%22%2C%22Patient%2C%20Family%20%26%20Community%20Engagement%22%5D%7D%2C%7B%22field%22%3A%22field_41%22%2C%22operator%22%3A%22is%22%2C%22value%22%3A%5B%22%22%5D%7D%5D">Access other PXJ articles</a> related to this lens.</li> <li><a href="https://www.theberylinstitute.org/page/Ecosystem-PatientFamilyCommunityEngagement">Access other resources</a> related to this lens.</li> </ul>
format	article
author	Vanessa Mona Rana Awdish
author_facet	Vanessa Mona Rana Awdish
author_sort	Vanessa Mona
title	Leveraging the agility of the care experience dyad partnership model during COVID-19
title_short	Leveraging the agility of the care experience dyad partnership model during COVID-19
title_full	Leveraging the agility of the care experience dyad partnership model during COVID-19
title_fullStr	Leveraging the agility of the care experience dyad partnership model during COVID-19
title_full_unstemmed	Leveraging the agility of the care experience dyad partnership model during COVID-19
title_sort	leveraging the agility of the care experience dyad partnership model during covid-19
publisher	The Beryl Institute
publishDate	2020
url	https://doaj.org/article/4a42b99cb197445e88ea96a1696a70d8
work_keys_str_mv	AT vanessamona leveragingtheagilityofthecareexperiencedyadpartnershipmodelduringcovid19 AT ranaawdish leveragingtheagilityofthecareexperiencedyadpartnershipmodelduringcovid19
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Leveraging the agility of the care experience dyad partnership model during COVID-19

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