Description
Book SynopsisThis 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.
?Paul vanOstenberg, DDS, MS, vice president, Accreditation and Standards, Joint Commission International
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.
?Susan Dentzer, senior policy adviser to the Robert Wood Johnson Foundation
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 indispen
Table of Contents
Tables and Figures viii
Acknowledgments xi
The Editors xiv
The Contributors xviii
Prologue xxi
Foreword xxvi
Introduction: Patient-Centered Care Goes Global 1
PA R T O N E
Patient-Centered Care as a Fundamental Strategy for Achieving High-Quality, High-Value Care
Chapter One: The Patient-Centered Care Value Equation 19
Patrick A. Charmel, Susan Stone, and Dan Otero
Chapter Two: Defining and Measuring Patient-Centered Quality 45
Sara Guastello, Marcel Snijders, Róisín Boland, and Paula Wilson
PA R T T W O
Challenges and Solutions in Patient-Centered Care
Chapter Three: Compassion in Action 69
Belinda Dewar and Susan B. Frampton
Chapter Four: Words That Work: Patient-Centered Physician Communication 91
Dorothea Wild
Chapter Five: Activating Patients Through Access to Information 107
Patrick A. Charmel and Sara Guastello
Chapter Six: Healing Partnerships: The Role of Family in Patient Centered Care 129
Susan B. Frampton, Jeanette Michalak, and Sara Guastello
Chapter Seven: Healing Environment: Architecture and Design Conducive to Health 149
Randall L. Carter and Lisa Platt
PA R T T H R E E
Activating Stakeholders to Create Organizational Change
Chapter Eight: Creating Lasting Organizational Change: Turning Hopes into Reality 175
Jim van den Beuken and Lucie Dumas
Chapter Nine: Culture Change and the Employee Experience 195
Lucie Dumas and Marie-Claude Poulin
Chapter Ten: Partnering with Patients and Families to Improve Quality and Safety 213
Edward Kelley, Dennis S. O’Leary, Richard E. Hanke, Susan B. Frampton, Nittita Prasopa-Plaizier, and Anna Lee
Chapter Eleven: The Role of Physicians in Patient-Centered Care 235
Catherine Crock, John T. Findley, Steven F. Horowitz, K. J. Lee, and Anna W. J. Omtzigt
Chapter Twelve: Creating a Patient-Centered Continuum of Care 255
Michelle Bowman, Sylvie Doiron, Deborah Felsenthal, Joep P. Koch, Marci Nielsen, and Heidi Ruis
Index 271
