"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."
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 indispensable guide is as pure an example of this principle as I′ve come across."
Maureen Bisognano, president and chief executive officer, Institute for Healthcare Improvement
"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."
Peter Carter, chief executive officer, International Society for Quality in Health Care
Tables and Figures viii
The Editors xiv
The Contributors xviii
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 19Patrick A. Charmel, Susan Stone, and Dan Otero
Chapter Two: Defining and Measuring Patient–Centered Quality 45Sara 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 69Belinda Dewar and Susan B. Frampton
Chapter Four: Words That Work: Patient–Centered Physician Communication 91Dorothea Wild
Chapter Five: Activating Patients Through Access to Information 107Patrick A. Charmel and Sara Guastello
Chapter Six: Healing Partnerships: The Role of Family in Patient Centered Care 129Susan B. Frampton, Jeanette Michalak, and Sara Guastello
Chapter Seven: Healing Environment: Architecture and Design Conducive to Health 149Randall 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 175Jim van den Beuken and Lucie Dumas
Chapter Nine: Culture Change and the Employee Experience 195Lucie Dumas and Marie–Claude Poulin
Chapter Ten: Partnering with Patients and Families to Improve Quality and Safety 213Edward 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 235Catherine Crock, John T. Findley, Steven F. Horowitz, K. J. Lee, and Anna W. J. Omtzigt
Chapter Twelve: Creating a Patient–Centered Continuum of Care 255Michelle Bowman, Sylvie Doiron, Deborah Felsenthal, Joep P. Koch, Marci Nielsen, and Heidi Ruis