Putting Patients First Field Guide

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.

• Tables and Figures viiiAcknowledgments xiThe Editors xivThe Contributors xviiiPrologue xxiForeword xxviIntroduction: Patient-Centered Care Goes Global 1Part One Patient-Centered Care as a Fundamental Strategy for Achieving High-Quality, High-Value CareChapter One: The Patient-Centered Care Value Equation 19Patrick A. Charmel, Susan Stone, and Dan OteroChapter Two: Defining and Measuring Patient-Centered Quality 45Sara Guastello, Marcel Snijders, Róisín Boland, and Paula WilsonPart Two Challenges and Solutions in Patient-Centered CareChapter Three: Compassion in Action 69Belinda Dewar and Susan B. FramptonChapter Four: Words That Work: Patient-Centered Physician Communication 91Dorothea WildChapter Five: Activating Patients Through Access to Information 107Patrick A. Charmel and Sara GuastelloChapter Six: Healing Partnerships: The Role of Family in Patient-Centered Care 129Susan B. Frampton, Jeanette Michalak, and Sara GuastelloChapter Seven: Healing Environment: Architecture and Design Conducive to Health 149Randall L. Carter and Lisa PlattPart Three Activating 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 Experience 195Lucie Dumas and Marie-Claude PoulinChapter 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 LeeChapter Eleven: The Role of Physicians in Patient-Centered Care 235Catherine Crock, John T. Findley, Steven F. Horowitz, K. J. Lee, and Anna W. J. OmtzigtChapter Twelve: Creating a Patient-Centered Continuum of Care 255Michelle Bowman, Sylvie Doiron, Deborah Felsenthal, Joep P. Koch, Marci Nielsen, and Heidi RuisIndex 271

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