Through the Patient's Eyes

MARGARET GERTEIS is an associate of the Picker/Commonwealth Program for Patient-Centered Care. SUSAN EDGMAN-LEVITAN is associate director and program manager of the Picker/Commonwealth Program.JENNIFER DALEY is assistant professor of medicine at Harvard University.THOMAS L. DELBANCO is director of the Division of General Medicine and Primary Care at Boston's Beth Israel Hospital and director of the Picker/Commonwealth Program.

• PrefaceThe EditorsOther Contributors1 Introduction: Medicine and Health from the Patient's Perspective 12 Treating Patients as Individuals 193 Coordinating Care and Integrating Services 454 Overcoming the Barrier of Words 725 Innovations in Patient-Centered Education 966 Enhancing Physical Comfort 1197 Providing Effective Emotional Support 1548 Involving and Supporting Family and Friends 1789 Facilitating the Transition Out of the Hospital 20410 Culture, Leadership, and Service in the Patient-Centered Hospital 22711 Promoting the Doctor's Involvement in Care 26012 Rebuilding Public Trust and Confidence 280Afterword 299Name Index 301Subject Index 311