“A conversation for designating a health care proxy provides patients with the right choice and to understand the value in their choice,” explained Garcia. “Therefore, it is important that staff understand why advance planning is important, especially when they are encouraging patients to designate a health care proxy.”
Garcia’s next step was to create a standard workflow. She identified staff at a variety of points across a patient’s care experience, including reception, registration and finance, and made sure they were trained to provide patients with initial information about designating a health care proxy. Additional staff would then follow-up with the patient to further discuss and encourage the process.
“Our staff are encouraged,” said Garcia, “They understand it is an important aspect of patient care.”
This is just one approach to supporting primary care teams in implementing advanced planning. For our partners who are beginning to implement this project, we summarized this and other lessons learned into a Best Practices Summary, which is available to download here. This helpful guide also includes example workflows and patient education materials from a variety of NYC Health + Hospital facilities.