THE VANDERBILT PATIENT

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THE VANDERBILT PATIENT FAMILY PROMISE
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BACKGROUND

• The Picker Institute, a leading organization
  dedicated to advancing the principles of
  patient-centered care developed the concept of
  Always Events.
• Always Events are defined as those aspects of
  the patient and family experience that should
  always occur when patients interact with
  healthcare professionals and the delivery
  system.
• Always Events are in contrast to the never
  events or things that should never happen to a
  patient such as the wrong patient, wrong surgery
  site or medication error resulting in harm.
• The concept of Always Events served as the
  foundation for our Vanderbilt Patient and
  Family Promise.

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OUR GUIDING GOALSTHE PROMISE

• Out of Scope
• The Promise relates to the Credo Behaviors, but
  does not replace the Credo
• The Promise does not replace the Patient Rights
  Responsibilities

• In Scope
• Patients Families
• A document that is universal to all patient
  experiences at VUMC

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WE HAVE A CREDO, WHY DO WE NEED A PROMISE?

• Credo
• An inward focusing document
• Intended for internal use
• Describes the behaviorsVUMC staff/faculty
  must exhibit

• Promise
• An outward focusing document
• Intended for external use
• Describes what patientsand their families
  canexpect during their visit(s)

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WHAT THE PROMISE DOES

• It publicly states that we put the patient
  first in everything that we do
• It expresses to our patients and their
  family members the values we uphold and will
  express when delivering the best healthcare to
  them

Its who we areIts our Promise
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STEP ONE WHAT ALREADY EXISTS
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STEP TWO WHAT OTHERS HAVE DONE
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With the help of these Vanderbilt patient
centered committeesthe PROMISE was written. It
took 10 drafts to complete!
STEP THREE DRAFTING OF THE PROMISE
Patient Experience Service Improvement Council
MCJCHV Family Advisory Council
VMG Executive Committee
VUH Patient Family Advisory Council
Physicians Council for Clinical
Service Excellence
CEEC
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THE VANDERBILT PATIENT FAMILY PROMISE

•  
• We make those we serve our highest priority. We
  expect everyone at Vanderbilt to keep these
  promises to you and your family.
• WE WILL
• Include you as the most important member of
  your healthcare team
• Personalize your care with a focus on your
  values and needs
• Work with you to coordinate your care
• Respect your right to privacy
• Communicate clearly and regularly
• Serve you and your family with kindness and
  respect
• We welcome your feedback
• If you have comments or concerns about your care,
  please contact our Office of Patient Relations
  at patient.relations_at_vanderbilt.edu or
  615-322-6154.

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TIMELINE

• During December/January each staff and
  faculty member will receive information about
  the Promise
• In February the Promise will appear in public
  areas and in patient materials

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Questions ?