The Putting Patients First Field Guide Global Lessons in Designing and Implementing Patient-Centered Care Jossey-Bass Public Health Series

"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

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

Susan B. Frampton, PhD, is president of Planetree and a sought-after speaker and writer on patient-centered care.

Patrick A. Charmel, MPH, is CEO of Griffin Hospital which, under his leadership, has received numerous quality and clinical excellence awards, and is the only hospital to be named to the Fortune Magazine "100 Best Companies to Work for in America" list for ten consecutive years.

Sara Guastello is the director of Knowledge Management for Planetree and a frequent writer on patient-centered care.

Planetree, founded by a patient in 1978, is a not-for-profit organization with offices in seven countries around the globe that partners with health care organizations to accelerate organizational culture change that enhances the patient experience, improves quality of care, and creates a nurturing work environment where professional caregivers are enabled to thrive.