Changing the Conversation in Healthcare
Every presentation Tiffany gives is tailored to her specific audience. To help you decide if Tiffany's presentations might be right for you, we have provided this listing of themes and topics to get you started.
You may also want to look through Tiffany's extended bio to get an idea of her background and be sure to contact us to set up a time to talk to Tiffany on the phone about your upcoming event or needs.
Presentations are always evolving and, if you're looking for a patient speaker or a workshop leader/facilitator, chances are you've come to the right place.
CV and references available upon request.
The New Change Team: Train the TrainerPartnering with Patients: A Bed’s Eye View of PFE
Using the 4 guiding principals of Patient and Family Centered Care, Tiffany uses her extensive patient story as a backdrop to explore the world of a patient navigating our complicated healthcare systems. Christensen will break down the myths and misconceptions about PFCC and inspire participants to embrace the concepts and take action.
Growing Up Dying: Shifting the Pedaitric Paradigm
In this keynote, Christensen uses her reflections of a life filled with illness to provide a rare glimpse into the heart and mind of a pediatric patient navigating our complicated healthcare systems. Christensen deconstructs misconceptions about authentic partnership in healthcare and inspires participants to take new approaches in caring for young patients and their loved ones. Learning more about the internal life of a child growing up “dying” may just change the way you practice.
Strength in the Storm: Using PFE Strategies to Reduce Burnout
This presentation presentation can be done in a 1-hour keynote but, for maximum benefit, is recommended in a 2 – 3 hour workshop format
Burnout is a serious issue effecting safety, cost and patient satisfaction. In this session, Tiffany Christensen shares her patient story woven together with the 4 Guiding Principles of Patient and Family Centered Care. Along with her experiences in the bed, Tiffany explores her recent experiences as a professional patient advocate. Tiffany opens the topic of burnout by sharing her struggle to connect with the patients she served while also lacking the sense that her work was meaningful.
This begins the conversation about the primary contributors of burnout in healthcare. Tiffany then explores three “turn-arounds” of burnout consisting of concrete strategies based in PFE best practices. In the workshop portion of this presentation, Tiffany leads groups through activities to help them reconnect with the enjoyment in patient care, find new strategies for self-care and understand new ways to use PFE to combat burnout. Participants will find they are refreshed, energized and challenged to look at the role of the patient and family differently as well as the ways in which they facilitate their own personal healing.
Patient and Family Advisor Programming
“A Patient and Family Advisory Council (PFAC) partners patients and families with embers of the healthcare team to provide guidance on how to improve the patient and family experience.
Through their unique perspectives, they give input on issues that impact care, ensuring that the next patient or family member’s journey is easier.”
~Meghan West and Laurie Brown, BJC Healthcare
Operationalizing Your PFAC: 7 Steps to Sustainability®
This 8-hour training is recommended for organizations looking to build a solid foundation and long-term plan for their PFAC Program. Whether an organization has yet to create a PFAC or has encountered challenges in working with a PFAC, this workshop addresses the “nuts and bolts” of successfully developing, launching, and sustaining a PFAC.
Train-the-Trainer: Orienting Your PFAC
4 hour training for staff and PFAs
This training can be stand-alone or combined with Part 1 or 2 of “Operationalizing Your PFAC: 7 Steps to Sustainability” to best meet the needs of your organization(s)
This training is for those who have already built a solid foundation for PFA engagement and now are ready to improve the qualities of partnership.
A comprehensive training program for staff and PFAs (that goes beyond the standard volunteer training) is a vital component of any highly functional PFAC program. In order to provide focused, entity-sensitive and valuable feedback, PFAs need to understand their roles, as well as how to communicate effectively in the unique world of healthcare. Having completed this training, PFAs will have more confidence and can more effectively partner within any healthcare environment.
All of these are necessary for establishing an environment of mutual respect and for making your PFAC program a valued component of your quality improvement efforts. Upon completion of this training, participants will be ready to return to their organization, customize the materials provided and plan the implementation of this PFAC orientation.
Partners in Quality: Engaging Patients in QI Efforts
4 hour or 1 day training designed for organizations seeking concrete best practices for engaging patients in quality improvement (QI) efforts while utilizing core QI methodology to design programs and measure impact.
This program explores foundations of Quality Improvement Methodology and weaves these concepts into best practices for partnering with patients on quality improvement. This workshop will provide concrete guidelines on utilizing patient as storytellers to reduce burnout, interviewing potential hires, and for peer rounding. Participants will work to apply the PDSA model to engage patients as “Secret Shoppers,” as a part of Root Cause Analysis, during Rapid Improvement Events and as Patient Activation Coaches. Participants will sketch a plan for utilizing a PDSA with patients as partners.
Coach-the-Coach: PFA Storytelling Workshop
This is 3 to 4 hour workshop developed for staff, providers, patients and families. One of the best ways to inspire and motivate culture change and understanding of Patient-Centered Care is through the patient/family story. This program is a “Coach the Coach” workshop equipping healthcare professionals and peers with concrete strategies for crafting the story and tailoring for healthcare audiences. Participants will be able to help PFAs take their story to a place of maximum impact. The workshop will provide tools to shape the story while ensuring it is infused with key messages that help leadership hardwire their mission into the hearts and minds of staff and providers.
Patient and Family Engagement Programming
(Including Patient Activation and TeamSTEPPS!)
Institute of Medicine defines Patient Family Engagement as “Providing care that is respectful of, and responsive to, individual patient preferences, needs, and values; and ensuring that patient values guide all clinical decisions”
TeamSTEPPS for Patients
In “TeamSTEPPS for PFE,” Tiffany Christensen lays the groundwork by sharing her extensive patient history as a backdrop toweave together themes of partnership, patient safety and patient satisfaction. Participants will explore decreasing medical error through partnership using concrete strategies from TeamSTEPPS. By translating TeamSTEPPS tools into communication skills for patients and families, Tiffany sketches out several ways in which we can better incorporate patients into the team, operationalize PFE and guide patients and families to be more activated in their care.
Patient Activation Programming
Patient activation is a behavioral concept… It is defined as ‘an individual’s knowledge, skill, and confidence for managing their health and health care’ (Hibbard et al 2005). May 7, 2014
The following “New Change Team” trainings have been designed to help healthcare teams operationalize Patient and Family Engagement while simultaneously increasing patient activation. By pulling in PFAs as a part of the team, these programs utilize all resources known to PFE for the benefit of the patient, family and provider
Creating the New Change Team
Today, it is becoming more understood that the healthcare “team” includes the patient and family. As we seek to determine how to create authentic partnerships, we must look to Patient Family Engagement best practices. We also acknowledge that we still struggle with operationalizing these concepts.
This unique workshop requires an organization bring a team ready to work on a PDSA for care improvement. The team must include patients, family members, physicians and other front-line care providers.
This workshop brings together the following concepts with the right people to co-design a PDSA and pilot program that will be tracked and supported throughout the duration of the chosen PDSA:
This program trains staff, providers and select PFAs in specific TeamSTEPPS tools and Motivational Interviewing Coaching techniques. The goal is to form several layers of strategy around building an authentic team while maintaining a close coaching relationship with the NCQC PFE Experts.
This model brings together more PFE Best Practices because Patient and Family Advisors (PFAs) take on an integral role in supporting actual patients in using TeamSTEPPS strategies in clinical settings. In combination with TeamSTEPPS Tools for the purpose of shared language, PFAs will coach their peers in an effort to advance their level of Patient Activation as measured by PAM.
When planning the implementation of this model, the contracting organization’s leadership will choose a population and focus area to measure. The focus areas will likely be one of the following: improve adherence and outcomes, reduce readmissions and/or decrease ER visits.
The first step in implementation is a daylong training similar to the workshop outlined in model 1. In model 2, the patients and families will be replaced by seasoned and hand-selected PFAs. Upon implementation, PFAs will follow standard Peer Rounding protocols (as found in the training developed by Chrestensen and Christensen) within clinical areas. The roles and responsibilities are as follows:
The New Change Team: Train the Trainer
“The New Change Team” approach brings together mastery level best practices from the areas of patient engagement, patient safety, quality improvement and patient activation in order to build a structure for authentic partnership for relevant improvement.
When holding a “New Change Team” event, participating teams must include patients, family members, physicians and other front-line care providers. After going through this “train the trainer” workshop, New Change Team (NCT) Facilitators will have a solid understanding of the necessary framework for the initial education, evaluation of teamwork and co-design of a PDSA for care improvement. NCT Facilitators will also explore a variety of opportunities for measurement the impact of this intervention. The New Change Team approach is valuable for out-patient, in-patient, residential retirement communities and emergency department settings.
Most Common Audiences/Venues Include:
Additional Presentation Titles Include:
Common Discussion Points Include:
I’m truly amazed at how vital the information you shared is, and somewhat disappointed to realize that if not for this workshop I would be one of the many who are completely unaware of these tools needed to navigate the healthcare system – and many other systems for that matter. I’ve shared what I’ve learned with a handful of relatives and close friends, and I hope to continue sharing what I have learned with those around me.
Your story as well is what strikes me as the most intriguing part of the workshop. That alone helped me to learn so much more, and I wouldn’t change a thing about how you presented.
--"Train the Trainer" Participant