The Putting Patients First Field Guide

"This book answers 'why not' and 'how to' for health careaccreditation bodies, quality experts, and frontline professionals,moving the reader from timely information, to inspiration, andthrough patient-centered action with practical tools and potentcase studies."--Paul vanOstenberg, DDS, MS, vice president, Accreditationand Standards, Joint Commission International"This superb guide from Planetree illustrates that providinghigh-quality, high-value, patient-centered health care is not atheoretical ideal. The case studies make clear that these goals areattainable; they are being achieved by leading health careorganizations worldwide, and there is a clear road map for gettingthere--right here in this book."--Susan Dentzer, senior policy adviser to the Robert WoodJohnson Foundation"At IHI, we follow the principle, 'all teach, alllearn'--the idea that everyone, everywhere has something toteach, and something to learn. This remarkable and indispensableguide is as pure an example of this principle as I've comeacross."--Maureen Bisognano, president and chief executive officer,Institute for Healthcare Improvement"The International Society for Quality in Health Care's missionis to inspire, promote, and support continuous improvement in thequality and safety of health care worldwide. It is in this spiritthat we welcome this new book on patient-centered care. As in theirprevious work, the authors demonstrate just how critical it is todevelop an organizational culture that puts patients first."--Peter Carter, chief executive officer, InternationalSociety for Quality in Health Care

&quote;This book answers 'why not' and 'how to' for health care accreditation bodies, quality experts, and frontline professionals, moving the reader from timely information, to inspiration, and through patient-centered action with practical tools and potent case studies.&quote; Paul vanOstenberg, DDS, MS, vice president, Accreditation and Standards, Joint Commission International &quote;This superb guide from Planetree illustrates that providing high-quality, high-value, patient-centered health care is not a theoretical ideal. The case studies make clear that these goals are attainable; they are being achieved by leading health care organizations worldwide, and there is a clear road map for getting there right here in this book.&quote; Susan Dentzer, senior policy adviser to the Robert Wood Johnson Foundation &quote;At IHI, we follow the principle, 'all teach, all learn' the idea that everyone, everywhere has something to teach, and something to learn. This remarkable and indispensable guide is as pure an example of this principle as I've come across.&quote; Maureen Bisognano, president and chief executive officer, Institute for Healthcare Improvement &quote;The International Society for Quality in Health Care's mission is to inspire, promote, and support continuous improvement in the quality and safety of health care worldwide. It is in this spirit that we welcome this new book on patient-centered care. As in their previous work, the authors demonstrate just how critical it is to develop an organizational culture that puts patients first.&quote; Peter Carter, chief executive officer, International Society for Quality in Health Care

Tables and Figures viiiAcknowledgments xiThe Editors xivThe Contributors xviiiPrologue xxiForeword xxviIntroduction: Patient-Centered Care Goes Global 1PA R T O N EPatient-Centered Care as a Fundamental Strategy for AchievingHigh-Quality, High-Value CareChapter One: The Patient-Centered Care Value Equation19Patrick A. Charmel, Susan Stone, and Dan OteroChapter Two: Defining and Measuring Patient-Centered Quality45Sara Guastello, Marcel Snijders, Róisín Boland, andPaula WilsonPA R T T W OChallenges and Solutions in Patient-Centered CareChapter Three: Compassion in Action 69Belinda Dewar and Susan B. FramptonChapter Four: Words That Work: Patient-Centered PhysicianCommunication 91Dorothea WildChapter Five: Activating Patients Through Access toInformation 107Patrick A. Charmel and Sara GuastelloChapter Six: Healing Partnerships: The Role of Family inPatient Centered Care 129Susan B. Frampton, Jeanette Michalak, and Sara GuastelloChapter Seven: Healing Environment: Architecture and DesignConducive to Health 149Randall L. Carter and Lisa PlattPA R T T H R E EActivating Stakeholders to Create Organizational ChangeChapter Eight: Creating Lasting Organizational Change:Turning Hopes into Reality 175Jim van den Beuken and Lucie DumasChapter Nine: Culture Change and the Employee Experience195Lucie Dumas and Marie-Claude PoulinChapter Ten: Partnering with Patients and Families to ImproveQuality and Safety 213Edward Kelley, Dennis S. O'Leary, Richard E. Hanke, SusanB. Frampton, Nittita Prasopa-Plaizier, and Anna LeeChapter Eleven: The Role of Physicians in Patient-CenteredCare 235Catherine Crock, John T. Findley, Steven F. Horowitz, K. J. Lee,and Anna W. J. OmtzigtChapter Twelve: Creating a Patient-Centered Continuum of Care255Michelle Bowman, Sylvie Doiron, Deborah Felsenthal, Joep P.Koch, Marci Nielsen, and Heidi RuisIndex 271