Overview

This book answers 'why not' and 'how to' for health careaccreditation bodies, quality experts, and frontline professionals, moving the reader from timely information, to inspiration, andthrough patient-centered action with practical tools and potentcase studies. --Paul vanOstenberg, DDS, MS, vice president, Accreditationand Standards, Joint Commission International This superb guide from Planetree illustrates that providinghigh-quality, high-value, patient-centered health care is not atheoretical ideal. The case studies make clear that these goals areattainable; they are being achieved by leading health careorganizations worldwide, and there is a clear road map for gettingthere--right here in this book. --Susan Dentzer, senior policy adviser to the Robert WoodJohnson Foundation At IHI, we follow the principle, 'all teach, alllearn'--the idea that everyone, everywhere has something toteach, and something to learn. This remarkable and indispensableguide is as pure an example of this principle as I've comeacross. --Maureen Bisognano, president and chief executive officer, Institute for Healthcare Improvement The International Society for Quality in Health Care's missionis to inspire, promote, and support continuous improvement in thequality and safety of health care worldwide. It is in this spiritthat we welcome this new book on patient-centered care. As in theirprevious work, the authors demonstrate just how critical it is todevelop an organizational culture that puts patients first. --Peter Carter, chief executive officer, InternationalSociety for Quality in Health Care

Full Product Details

Author:   Susan B. Frampton ,  Patrick A. Charmel ,  Sara Guastello ,  Planetree Foundation
Publisher:   John Wiley & Sons Inc
Imprint:   Jossey-Bass Inc.,U.S.
ISBN:  

9781118450093

ISBN 10:   1118450094
Pages:   320
Publication Date:   20 September 2013
Audience:   Professional and scholarly ,  Professional & Vocational
Format:   Electronic book text
Publisher's Status:   Active
Availability:   Available To Order  
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Table of Contents

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, Roisin 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

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Author Information

Susan B. Frampton, PhD, is president of Planetree and asought-after speaker and writer on patient-centered care. Patrick A. Charmel, MPH, is CEO of Griffin Hospitalwhich, under his leadership, has received numerous quality andclinical excellence awards, and is the only hospital to be named tothe Fortune Magazine 100 Best Companies to Work for in America list for ten consecutive years. Sara Guastello is the director of Knowledge Managementfor Planetree and a frequent writer on patient-centered care. Planetree, founded by a patient in 1978, is anot-for-profit organization with offices in seven countries aroundthe globe that partners with health care organizations toaccelerate organizational culture change that enhances the patientexperience, improves quality of care, and creates a nurturing workenvironment where professional caregivers are enabled tothrive.

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