The Putting Patients First Field Guide E-Book

Planetree Foundation

• Herausgeber: John Wiley & Sons
• Kategorie: Fachliteratur
• Serie: Jossey-Bass Public Health/Health Services Text
• Sprache: Englisch

Seitenzahl: 392

Veröffentlichungsjahr: 2013

Beschreibung

"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

Leseprobe

Table of Contents

Title page

Copyright page

Tables and Figures

Dedication

Acknowledgments

The Editors

Susan B. Frampton, PhD

Patrick A. Charmel, MPH, FACHE

Sara Guastello

The Contributors

Prologue

Foreword

Introduction: Patient-Centered Care Goes Global

Patient-Centered Care: A Cresting Wave of Change

Still Much Work to Be Done

The Patient Experience Is the Human Experience

Patient-Centered Care Field Work

About This Field Guide

Part 1: Patient-Centered Care as a Fundamental Strategy for Achieving High-Quality, High-Value Care

1: The Patient-Centered Care Value Equation

The Value Equation

Health Care Consumers Are Challenging Us to Do Better

Improving Efficiency and Freeing Up Time to Care

Conclusion

2: Defining and Measuring Patient-Centered Quality

Defining Patient-Centered Care

The Tie That Binds Quality, Safety, and the Patient Experience

The Big Question

Raising the Bar in Patient-Centered Care Through Designation

Measuring Patient-Centeredness

Conclusion: A Goal That Can Be Set, Measured, and Achieved

Part 2: Challenges and Solutions in Patient-Centered Care

3: Compassion in Action

Quality Outcomes Linked to Compassion and Empathy

Compassion and Empathy in Practice

Embedding Compassionate Care in Education

Practical Tools to Enhance Compassionate Practice

Putting Compassion First

Conclusion: Compassion and Transformation

4: Words That Work: Patient-Centered Physician Communication

Transforming an Organization's Communication Curriculum: Step by Step

How the Change Affected Patient and Staff Experience

Conclusions

5: Activating Patients Through Access to Information

Information Yields Activation

Patient Activation Improves Health Outcomes

“Nothing about Me, without Me”

Shared Medical Records

Using Personal Health Records to Promote Continuity of Care

Redesigning Patient Education

Cultivating a Teaching and Learning Culture

Community Education

Conclusion: Measuring the Impact

6: Healing Partnerships: The Role of Family in Patient-Centered Care

Why Partnering with Family Is Good for Patients

Patient-Directed Family Presence

Turning Concepts into Practice

Beyond Family Presence: Embracing Family Involvement

Supporting the Needs of Family

Conclusion

7: Healing Environment: Architecture and Design Conducive to Health

Setting the Stage for Patient-Centered Care

Planetree Design Principles

Employing a Patient-Centered Design Process

Wayfinding

The Auditory Environment

Healing Design Is Safe Design

Balancing Healing Design and Safety in Behavioral Health Settings

Conclusion

Part 3: Activating Stakeholders to Create Organizational Change

8: Creating Lasting Organizational Change: Turning Hopes into Reality

Business as Usual Is No Longer an Option

But How?

Focus on What Really Matters: Where do We Want to Go?

Harnessing the Power Of People to Be the Change

Support Implementation and Execution of Excellence

Staying on Track: Defining, Measuring, and Showing Meaningful Progress

Conclusion: Small Enough to Start, Big Enough to Matter

9: Culture Change and the Employee Experience

Shared Values, Beliefs, and Vision

Quality Human Interaction within a Shared Vision

Wellness Experts

Conclusion

10: Partnering with Patients and Families to Improve Quality and Safety

Creating a Culture of Safety and Quality

Engaging Patients and Families in Transforming Health Care Systems

Conclusion: The Next Horizons in Patient Engagement

11: The Role of Physicians in Patient-Centered Care

Patient-Centered Care: The Work of the Soul

What Matters Most

Deconstructing Resistance to Patient-Centered Care

Tackling the Challenge of the Disrespectful Physician

The Physician Perspective on …

If You're Not Part of the Solution, You're Part of the Problem

Conclusion: Personal Commitments Physicians Can Make to Be More Patient-Centered

12: Creating a Patient-Centered Continuum of Care

Lessons from the Field: The Netherlands

Lessons from The Field: Quebec

Strategies for Improving Continuity

Conclusion: Planetree Designation Promotes an Integrated Approach to Patient-Centered Care

Index

Cover design: JPuda

Cover image: (map) © sorendls/Getty; (figures) © ImagesbyTrista/istockphoto

Copyright © 2013 by John Wiley & Sons, Inc. All rights reserved.

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Library of Congress Cataloging-in-Publication Data

The putting patients first field guide : global lessons in designing and implementing patient-centered care / editors, Susan B. Frampton, Patrick A. Charmel, Sara Guastello. – First edition.

p. ; cm.

Includes bibliographical references and index.

ISBN 978-1-118-44494-8 (cloth), ISBN 978-1-119-45008-6 (epub), ISBN 978-1-119-45009-3 (ePDF)

I. Frampton, Susan B., editor of compilation. II. Charmel, Patrick A., editor of compilation. III. Guastello, Sara, editor of compilation.

[DNLM: 1. Patient-Centered Care–methods. 2. Physician-Patient Relations. 3. Quality Assurance, Health Care–methods. W 84.7]

R727.3

610.69'6–dc23

2013011587

Tables and Figures

Tables

Table 1.1:Sharp Memorial Hospital Patient- and Family-Centered Care Program EnhancementsTable 2.1:Patient-Centered Hospital Designation Readiness AssessmentTable 2.2:Measures to Assess Aspects of Patient-Centered CareTable 3.1:All About Me: Questions to Elicit Information About the Person to Enable Delivery of CompassionTable 3.2:Examples of Positive, Neutral, and Negative InteractionsTable 4.1:Short Teaching Pearls to Integrate Communication Teaching into Teaching EncountersTable 6.1:Examples of Patient-Directed Family Presence Guidelines and PoliciesTable 7.1:Auditory Environment Self-Assessment for Health Care ProvidersTable 8.1:Responses to Change

Figures

Figure 1.1:SMH Employee and Physician Satisfaction Percentile Rank (FY2008–FY2011)Figure 1.2:SMH Overall Patient Satisfaction Percentile Rank (FY2008–FY2011)Figure 1.3:SMH Overall Percentage Perfect Care Compliance Composite (FY2008–FY2011)Figures 1.4 and 1.5:HCAHPS Patient Experience Survey Comparison of U.S. Designated Patient-Centered Hospitals and the National Average. Reporting Time Period: 04/01/2011–3/31/2012Figure 1.6:Percent of Patients Who Would Definitely Recommend This Hospital to Friends and Family, Rates of ImprovementFigure 1.7:Percentage of Patients Highly Satisfied, Rates of ImprovementFigure 7.1:Maasziekenhuis PanteinFigure 7.2:Hospital Israelita Albert Einstein Garden and LabyrinthFigure 7.3:Tane Hospital Roof GardenFigure 7.4:Tane Hospital InteriorFigure 7.5:Elmhurst Memorial Hospital Patient RoomFigure 8.1:Excellerator Tool: Creating the Right Movement AbilityFigure 8.2:Do Want Matrix: Right ActionFigure 9.1:Living in Coherence with Our Foundations

This book is dedicated to the continuing inspiration provided to caregivers around the world by the life and work of Laura C. Gilpin (1950–2007).

Acknowledgments

THIS IS THE third edition of the Putting Patients First series, the first published a decade ago. The success of this series is a testament to the forward-thinking ideas of Planetree's early leaders, led with quiet grace and a strong vision by Angelica Thieriot, who contributed the prologue to this book. These visionaries were defining what it meant to be patient-centered before there was even a term to define. They established a firm foundation for patient-centered care and the Planetree model and philosophy to flourish.

Where it flourishes is in hospitals, medical centers, nursing homes, clinics, physician practices, assisted living communities, behavioral health centers, rehabilitation hospitals, and other care settings where, day in and day out, caregivers devote themselves to the care of others. In putting together this book, we have been humbled by those who have taken on this tremendous responsibility and privilege—often doing so as they try to make the most of scarce resources in the face of many external demands that exert additional pressures. It could be very easy for these caregivers to dismiss patient-centered care as one more thing to do, but they don't. Instead, they have approached it as THE thing to do. The ideas and innovations captured throughout these pages originated with them. This book is a testament to their attitudes of compassion and empathy, their resourcefulness, and their creativity.

Our dear friends Laura Gilpin and Harvey Picker embodied these attributes of compassion, empathy, resourcefulness, and creativity. Their spirits and influence are present throughout this book.

Many of the innovations in these pages have originated with health care professionals. Others are examples of codevelopment where patients have gone beyond sharing their experiences with us to guide improvement, and have fully partnered with health care providers to develop and implement practices that improve the health care experience for all involved.

In each edition of this series, it has been a pleasure to invite a diverse group of patient-centered care champions to share their expertise and unique perspectives on what it takes to create and sustain an organizational culture that puts patients first. For this book, as in years past, these requests were consistently met with eager desire to impart knowledge and an enthusiastic willingness to share, despite busy schedules and heavy responsibilities. We are immensely grateful for the time, energy, and effort each contributor dedicated to this project. You will find them listed after The Editors.

In every aspect of creating this book, we have drawn heavily on the experiences of our colleagues around the world from whom we have learned so much. Their support and guidance in this process have been invaluable. We do not have the space to list all of their names, but we wanted to especially thank some key global leaders, including Jim van den Beuken and Marcel Snijders of Planetree Nederland; Lucie Dumas of Réseau Planetree Quebec; Henrique Sutton de Sousa Neves, CEO of Sociedade Beneficente Israelita Brasileira and the staff of Planetree Brazil; Lucile Hanscom of the Picker Institute and Sir Donald Irvine of Picker Europe; Karen Luxford of the Clinical Excellence Commission in Australia; Antonello Zangrandi and Federico Zangrandi of Progea in Italy; Ana Augusta Blumer Salotti; kz Morihiro; Dr. Dorothea Wild; Dr. Etel Veringa; Marie Fuglsang and Karin Jay for being international ambassadors for Planetree, helping to expand patient-centered care around the world and facilitate global sharing of best practices and innovations.

The progress documented in this book builds on the work of many organizations, among them Joint Commission International, the International Society for Quality in Health Care, the National Quality Forum and the National Priorities Partnership, the Picker Institute, the World Health Organization, the Institute for Healthcare Improvement, Health Consumers' Alliance of South Australia, the Saskatchewan Union of Nurses, the Danish Unit of Patient-Perceived Quality, the Arnold P. Gold Foundation, and the African Patient-Centered Care Initiative led by Peter Arimi of USAID, Fred Wabwire-Magnen of the Regional Centre for Quality in Healthcare and Stephen Kinoti of Fio Corporation.

The Putting Patients First series would not be possible were it not for Andy Pasternack and Seth Schwartz at Jossey-Bass who have been valuable partners on this project. They have guided us through the publishing process, and have worked hard to ensure that the manuscripts we have so painstakingly developed ultimately make it into the hands of readers so that the concepts can be put into practice.

To our draft manuscript reviewers, Karen Adams, Sir Donald Irvine, Jerod M. Loeb, Debra Ness, and Jennifer Sweeney, we thank you for your thoughtful and constructive comments.

We would finally like to acknowledge our colleagues and friends within Planetree—the members of the board of directors and the Planetree International Advisory Council, and an enormously talented staff for whom patient-centered care is nothing less than a personal mission. It is an honor to work with this brilliant group of people as we turn the page to Planetree's next chapter.

Susan B. Frampton, Patrick A. Charmel, and Sara Guastello

The Editors

The Editors

Susan B. Frampton, PhD

For over a decade, Dr. Susan Frampton has been the president of Planetree, a nonprofit advocacy, consultation, and membership organization that works with a growing network of hospitals and continuing care communities around the world to implement Planetree's comprehensive patient- and person-centered model of care. Dr. Frampton has authored numerous publications, the most recent including a series on patient-centered care in the American Journal of Nursing, International Health Federation Journal, Patient-Centered Care Improvement Guide, Long-Term Care Improvement Guide, and the edited collection Putting Patients First, Second Edition (Jossey-Bass, 2008). The first edition of Putting Patients First (Jossey-Bass, 2003) won the ACHE Hamilton Book of the Year Award in 2004.

In 2013, Dr. Frampton was appointed cochair of the National Priorities Partnership (NPP), a collaborative of fifty-two major national organizations working to identify strategies for improving safety, quality, and patient-centered outcomes for the U.S. health care system. Her work with the National Priorities Partnership extends back to 2009, when she was first named a member. In 2011, she served on NPP's Better Care Subcommittee, which helped to shape a set of comprehensive national goals to improve the quality of health and health care. She also was cochair of the NPP (Re)admissions Action Team, which developed and executed strategies to safely reduce avoidable readmissions and increase the uptake of patient-centered team-based care delivery models. In addition to this work with NPP, Dr. Frampton has participated on the Joint Commission's Expert Advisory Panel on culturally competent patient-centered care standards, the National Quality Forum's Care Coordination Steering Team and the Institute of Medicine's review panel for their 2009 publication on integrative medicine.

In addition to speaking internationally on culture change, quality and safety, and the patient experience, she has presented keynotes on designing patient-centered practices in acute care, continuing care, and ambulatory medicine settings for various hospital associations, Veterans Health Administration, and the World Health Organization. In addition, Dr. Frampton was honored in 2009, when she was named one of “20 People Who Make Healthcare Better” by Health Leaders Magazine.

Patrick A. Charmel, MPH, FACHE

Patrick A. Charmel, president and chief executive officer of Griffin Hospital and its parent organization, Griffin Health Services Corporation, has been associated with Griffin since 1979, when he served as a student intern while attending Quinnipiac University. He became president in 1998. As president of Griffin Health Services Corporation, he is also the chief executive officer of Planetree Inc., a subsidiary corporation. Under his leadership, Griffin has appeared on the Fortune magazine list of the 100 Best Companies to Work for in America for ten consecutive years. The Griffin Hospital management team was selected as the 2008 Top Leadership Team in Healthcare in the nation for community and mid-size hospitals by HealthLeaders Media. Griffin has been the recipient of numerous quality, value, and patient experience awards from various national organizations that measure and monitor hospital performance. Griffin is the only Connecticut hospital named a Top Quality Performer by The Joint Commission, the leading accreditor of health care organizations in America. Griffin Hospital was also recognized by the Premier healthcare alliance as a winner of the 2010 Premier Award for Quality, putting it in the top 1 percent of the nation's hospitals. Griffin also received this award in 2007.

Charmel is a coeditor of the book Putting Patients First, which received the American College of Healthcare Executive's Health Care Book of the Year award in 2004. A second edition of the book was released in October 2008.

In 2008, he completed a three-year term as a member of the National Advisory Council for Healthcare Research and Quality, to which he was appointed by the U.S. Secretary for Health and Human Services. He also serves as immediate past chairman of the board of directors of the Connecticut Hospital Association, formerly served as chairman of the Greater Valley Chamber of Commerce board of directors, and currently serves as chairman of the board of Diversified Network Service (DNS), the Connecticut Hospital Association's for-profit subsidiary.

Charmel is the immediate past chairman of the board of governors of the Quinnipiac University Alumni Association and a former university trustee. Quinnipiac University honored him with the Distinguished Alumni Award in 2008. In 2011, he received the Distinguished Alumni Award from the Yale School of Public Health. In 2006 he was the recipient of the John D. Thompson Distinguished Visiting Fellow Award at Yale University. He is a recipient of the James E. West Fellow Award from the Boy Scouts of America and the 2009 Planetree Lifetime Achievement Award.

Sara Guastello

Sara Guastello is director of Knowledge Management for Planetree. In this role, she oversees the Patient-Centered Hospital Designation Programand the associated Patient-Centered Merit Recognition Program, the only such program to recognize excellence in person-centered care across the continuum of care and around the world. Sara collaborates and consults with Planetree members and other partners to heighten awareness and understanding of patient- and person-centered approaches to care. She has authored numerous publications, including articles in the American Journal of Nursing Patients First Series, the International Hospital Federation World Hospitals and Health Services Journal, Provider magazine, The Patient journal, and Food Studies: An Interdisciplinary Journal. She has authored white papers on integrating the patient and family voice into hospital operations and advancing person-centered care across the contin­uum, and developed a series of toolkits spotlighting field-tested strategies for HCAHPS improvement. With support from The Picker Institute, she led the efforts to create the Patient-Centered Care Improvement Guide and the companion Long-Term Care Improvement Guide, comprehensive compendiums of premier patient- and resident-centered practices in place at health care organizations around the world.

The Contributors

Róisín Boland, RGN, MBA, former chief executive officer, International Society for Quality in Health Care

Michelle Bowman, BSN, RN, LAc, nursing director, Longmont United Hospital, Longmont, Colorado

Randall L. Carter, senior vice president, Planetree

Catherine Crock, MD, executive director, Australian Institute for Patient and Family Centred Care; physician, Royal Children's Hospital, Melbourne, Australia

Belinda Dewar, PhD, MSc, RGN, RCNT, professor of practice improvement, Institute of Care and Practice Improvement, University of West Scotland, Hamilton, Scotland, UK

Sylvie Doiron, clinical services director, Centre de réadaptation Estrie, Sherbrooke, Quebec

Sir Liam Donaldson, chair in health policy, Imperial College, London; World Health Organization Patient Safety Envoy

Lucie Dumas, CEO, Centre de réadaptation Estrie, Sherbrooke, Quebec; CEO and founder, Réseau Planetree Quebec

Deborah Felsenthal, manager of patients, families and consumers center, Patient-Centered Primary Care Collaborative

John T. Findley, MD, Planetree physician consultant, Valley View Hospital, Glenwood Springs, Colorado

José Henrique Germann Ferreira, MD, CEO, Management Consultancy, Albert Einstein Hospital, São Paulo, Brazil

Richard E. Hanke, EdD, SPHR, leadership development & coaching consultant; founding co-chair, Patient Partnership Council, Delnor Hospital, Geneva, Illinois

Steven F. Horowitz, MD, FACC, medical director, Planetree and Cardiac Care Management, Stamford Hospital, Stamford, Connecticut; professor of clinical medicine, Columbia University College of Physicians and Surgeons, New York; Physician Liaison, Planetree

Edward Kelley, PhD, executive coordinator, WHO Patient Safety Programme

Joep P. Koch, MBA-Health Care, Sector Manager Treatment, Planetree coordinator, Rivas Zorggroep, Gorinchem, The Netherlands

Anna Lee, programme officer, Patients for Patient Safety, WHO

K. J. Lee, MD, FACS, associate clinical professor, Yale University; emeritus chief of otolaryngology, Hospital of St. Raphael, New Haven, Connecticut

Claudio Luiz Lottenberg, president, Sociedade Beneficente Israelita Brasileira Hospital Albert Einstein, São Paulo, Brazil

Karen Luxford, PhD, FAIM, FAAQHC, director, Patient Based Care, Clinical Excellence Commission, Sydney, Australia

Jeanette Michalak, RN, MSN, vice president, Clinical Services, Planetree

Marci Nielsen, PhD, MPH, chief executive officer, Patient-Centered Primary Care Collaborative

Dennis S. O'Leary, MD, president emeritus, The Joint Commission

Anna W. J. Omtzigt, MD, PhD, chairman, medical board, Flevo Hospital, Almere, The Netherlands; medical director, Vrouw & Klinieken, The Netherlands

Dan Otero, BSHA, CLP, LSSBB senior coach, Patient-Centered Lean

Lisa Platt, RID, LEED AP BD+C, EDAC, Planetree consultation service specialist

Marie-Claude Poulin, Planetree coordinator and communications officer, Centre de réadaptation Estrie, Sherbrooke, Quebec; consultant, Réseau Planetree Quebec

Nittita Prasopa-Plaizier, MPH, MHSc, programme manager and technical lead, Patients for Patient Safety Programme, World Health Organization

Heidi Ruis, area manager integrated care, Rivas Zorggroep, Gorinchem, The Netherlands

Marcel Snijders, founder/board member; Designation Specialist, Planetree Nederland

Susan Stone, PhD, RN, NEA-BC, senior vice president and CEO, Sharp Coronado Hospital and Healthcare Center, Coronado, California

Angelica Thieriot, founder, Planetree

Jim van den Beuken, founder and chairman, Planetree Nederland; managing partner, Creative Power

Dorothea Wild, MD, MPH, dr. med., president, Griffin Faculty Practice Plan; associate program director, Combined Internal Medicine and Preventive Medicine Residency Program, Griffin Hospital, Derby, Connecticut

Paula Wilson, president and chief executive officer, Joint Commission Resources/Joint Commission International

Prologue

THIRTY-FIVE YEARS AGO I was hospitalized with a mysterious virus. What I encountered at the hospital was both surprising and devastating.

Soon after arriving I, in essence, lost my citizenship to the human race. I was no longer an adult with rights and privileges.

My privacy, my modesty, my autonomy, and my identity were taken from me when I was most vulnerable—desperately ill and afraid.