The Putting Patients First Field Guide: Global Lessons in Designing and Implementing Patient–Centered Care

"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.