Institution Guidelines

Existing SPM Criteria

III. Health-related institutions (hospitals, insurance companies, pharmaceutical and device manufacturers) support people – sick and well – in becoming active, competent participants in their care, recognizing that they bring a range of skills, abilities and levels of commitment to this task, and that these attributes not only differ among individuals but also within individuals over time. There will always be those whose participation consists of delegating decisions and care to others. Health-related institutions will:

1. Maintain and enforce policies that ensure the availability of individuals’ information about their health and health care while guarding the privacy of this data.
2. Maintain and enforce policies that facilitate individuals’ full participation in their care but do not require it
3. Accommodate diversity in literacy, culture, ability and level of functioning and support the ability of all to participate in their care.

Suggested themes to add:

1. Disclose any and all uses of an individual’s personal health data prior to receiving data and prior to provision of any service.
a. Disclosure should be written in clear, consumer-friendly language and be posted on any consumer-facing website

2. Deliver all personal healthcare data upon request within x days.
a. Deliver it electronically if it is in electronic format

b. Fees to be waived for electronic delivery

*Existing recommendations* – look at minimal recommendations – JCAOH; Meaningful Use (check http://www.jointcommission.org/Standards/soc.htm)

3. Signal outwardly whether you adhere to meaningful use standards and if so how
a. Provision of patient educational materials

b. Provision of care summaries etc.

4. Provide continuity of care documentation at discharge and demonstrate processes for sending data to larger care team – make general enough to apply to websites too – so you can move data to your personal provider;
a. <<Suggest establish care transition processes that support continuous patient engagement from hospital setting through follow-up care at home.>  E.g. Denver’s Transition Care program
5. Provide training to all staff on participatory policies
a. Educational materials at all stages of care

b. Means for answering questions in a timely manner

c. Access to healthcare data

d. 1- pager; online courses – 6 hours every couple of years; recertification courses

6. Demonstrate clear and responsive patient feedback processes
a. Where does someone file a complaint about service process?

b. What happens to these complaints?

c. Mechanism for patient input when designing processes

7. Disclose all publicly available metrics/open government data about your institution – e.g. Hospital Compare data etc. – make this available on your website
a. Authoritative, Reputable data – we can identify sources
b. Ones you are aware of
8. Physical space and design – cultural sensitive, disabilities, compassionate, training
a. When making rounds with students, ask permission first – and/or have training to doctors that ensures sensitivity during rounds

b. Clinic rooms and offices – have chairs for patients to sit on, not just exam tables

9. Establish Patient Advisory Council
10. Ensure transparency, patient engagement and education, guidance around cost, pricing, reimbursement, policies, financial processes – disclosure.  Materials should be consumer-friendly, easy-to-understand.  Disclose fee schedule.