The Putting Patients First Field Guide

InhaltsangabeTables 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 PatientCentered Care as a Fundamental Strategy for Achieving HighQuality, HighValue 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

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