The second edition of Putting Patients First showcases what Planetree facilities and the Planetree organization have learned about the commitments, conditions, practices, and policies that are needed to do more than give lip service to being. patient-centered. It should be read by every student, nurse, physician, administrator, trustee, policy maker, and lay person who is committed to creating healing environments, holding facilities accountable for their rhetoric, and truly reforming health care. Buy the book

 

 

Authors

Susan Frampton, Ph.D.  is President of Planetree Institute, a non-profit organization that promotes and provides education in patient-centered care, Frampton works with a growing alliance of hospitals and health centers around the country and in Europe that have implemented Planetree’s unique patient-centered model of care. Prior to her work with Planetree, she spent over twenty years at several hospitals in the New England area. Her work focused on community education, wellness and prevention, planning, and development of integrative medicine service lines. Frampton serves on the Connecticut Healthcare Research and Education Foundation’s Patient Safety Organization, and is an invited member of the Institute of Medicine panel on reducing medical error and improving patient safety.

Patrick Charmel is  President and Chief Executive Officer of Griffin Hospital and its parent corporation Griffin Health Services Corporation. Among the positions he has held at Griffin are Assistant to the Administrator, Assistant Administrator, Clinical Services and Vice President, Hospital Operations. He became President and CEO in 1998. During his tenure he has positioned Griffin Hospital as an award-winning, innovative organization, recognized as an industry leader in providing personalized, humanistic, consumer-driven health care in a healing environment. Since adopting the Planetree philosophy in 1991, over 550 hospitals have visited and toured Griffin and its award-winning patient-care building. Under Charmel’s leadership, Griffin Hospital was named one of fifteen Hospitals With Heart” by AARP’s Modern Maturity Magazine, was featured on the CNBC produced “Wall Street Journal Report” and was spotlighted, along with Planetree, in a PBS special “Hospitals With a Heart” that aired in 2004.

 

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Table of Contents

 

Acknowledgments. The Editors. The Contributors. Prologue (Angelica Thieriot) INTRODUCTION: PATIENT-CENTERED CARE MOVES INTO THE MAINSTREAM (Susan B. Frampton). PART ONE: ESSENTIAL ELEMENTS OF PATIENT-CENTERED CARE. CHAPTER ONE: HUMAN INTERACTIONS AND RELATIONSHIP-CENTERED CARING (Jean Watson and Susan B. Frampton). CHAPTER TWO: ACCESS TO INFORMATION: INFORMING AND EMPOWERING DIVERSE POPULATIONS (Candace Ford Gray and Michele A. Spatz). CHAPTER THREE: HEALING PARTNERSHIPS: THE IMPORTANCE OF INVOLVING PATIENTS, FAMILIES, AND VOLUNTEERS (Alexandra Harrison, Gail MacKean, and Margaret Cullivan). CHAPTER FOUR: NUTRITION: THE NURTURING AND HEALING ASPECTS OF FOOD (David L. Katz and F. Nicholas Jacobs). CHAPTER FIVE: SPIRITUAL AND CULTURAL DIVERSITY: INNER RESOURCES FOR HEALING (Steven L. Jeffers and Dennis Kenny). CHAPTER SIX: INTEGRATING COMPLEMENTARY AND ALTERNATIVE PRACTICES INTO CONVENTIONAL CARE (David L. Katz and Ather Ali). CHAPTER SEVEN: EFFECTS OF VIEWING ART ON HEALTH OUTCOMES (Roger S. Ulrich). CHAPTER EIGHT: HEALING ENVIRONMENTS: CREATING A NURTURING AND HEALTHY ENVIRONMENT (Kimberly Nelson Montague and Robert F. Sharrow). CHAPTER NINE: HEALTHY COMMUNITIES: EXPANDING THE BOUNDARIES OF HEALTH CARE (Randall L. Carter and Catherine Whalen). PART TWO: CURRENT TRENDS IN PATIENT-CENTERED CARE. CHAPTER TEN: BUILDING THE BUSINESS CASE FOR PATIENT-CENTERED CARE (Patrick A. Charmel). CHAPTER ELEVEN: THE PHYSICIAN-PATIENT RELATIONSHIP IN THE PATIENT-CENTERED CARE MODEL (H. Lee Kanter and Steven F. Horowitz). CHAPTER TWELVE: ADAPTING PATIENT-CENTERED CARE TO DIVERSE HEALTH CARE SETTINGS (Heidi Gil, Wendy W. Peche, and Philip J. Wilner). CHAPTER THIRTEEN: INTEGRATING QUALITY AND SAFETY WITH PATIENT-CENTERED CARE (Carrie Brady and James B. Conway). CHAPTER FOURTEEN: PATIENT-CENTERED CARE AS PUBLIC POLICY: THE ROLE OF GOVERNMENT, PAYERS, AND THE GENERAL PUBLIC (Carolyn M. Clancy, Janet M. Corrigan, and Dwight N. McNeill). CHAPTER FIFTEEN: BREAKING DOWN THE BARRIERS TO PATIENT-CENTERED CARE (Carrie Brady and Susan B. Frampton). Epilogue (Linda K. Kenney).   Buy the book

 

Resources for Patients What is “Patient-Centered Care?” Although the phrase “patient-centered care” has been defined and is used in a variety of ways, the essential theme is that healthcare should be delivered in a manner that works best for patients. In a patient-centered approach to healthcare, providers partner with patients and their family members to identify and satisfy the full range of patient needs and preferences Organizations practicing patient-centered care recognize that: A patient is an individual to be cared for, not a medical condition to be treated. Each patient is a unique person, with diverse needs. Patients are partners and have knowledge and expertise that is essential to their care. Patients’ family and friends are also partners. (This is also sometimes referred to as “patient and family-centered care.”) Access to understandable health information is essential to empower patients to participate in their care and patient-centered organizations take responsibility for providing access to that information. The opportunity to make decisions is essential to the well-being of patients and patient-centered organizations take responsibility for maximizing patients’ opportunities for choices and for respecting those choices. Each staff member is a caregiver, whose role is to meet the needs of each patient, and staff members can meet those needs more effectively if the organization supports staff members in achieving their highest professional aspirations, as well as their personal goals. Patient-centered care is the core of a high quality health care system and a necessary foundation for safe, effective, efficient, timely, and equitable care. By listening to patients and staff in hundreds of focus groups across the country and around the world, Planetree has identified ten core components of patient-centered hospital care. For healthcare settings such as nursing homes in which the “patients” are long-term or permanent residents, Planetree has developed core components for “relationship-centered care,” which reflect the unique needs of residents in those settings. Planetree has created a community of more than 125 organizations working together to implement and innovate in patient-centered care. The Planetree model is a practical, operational approach to patient-centered care that combines a philosophy and ideals with concrete tools and strategies. Planetree’s strength lies in its flexibility; although the core components of patient-centered care remain the same, every organization implements them differently to meet the needs of their own patients, staff and community. Patient Questions: Things To Ask Your Hospital                   Patient Preferences and Comfort What do the patient rooms look like? Will I be able to see outside? Will I be able to adjust the lighting and the temperature myself? If I am not in a private room, is there a place that I can go to have a private conversation? Are there any activities other than television available, such as music or reading material? Are there lounges available for me and my family/friends to use? Are there patios, gardens, or other outdoor spaces for patients and families? Is it possible for you to adjust mealtimes and routine checks around my schedule? For example, if I am a late sleeper, can I receive my breakfast and have my temperature taken later in the morning instead of being awakened? Is food available to me 24 hours a day if I am hungry? Can my family/friends cook food for me at the hospital? Will I have a variety of food choices that take my personal or ethnic preferences into consideration? Are complementary and integrative therapies such as massage available? What types of services? How would I arrange for those services? Access to Information Do you have a consumer health library? What type of information will you provide to me about my condition and treatment options? If I would like more background information, how could I obtain that information? What process would I use to access my medical records while I am in the hospital? Will someone review the records with me and answer any questions I have? Do I have the option to add my own information and perspectives into my record for my healthcare team to read and review? Involvement of Family and Friends Are there any limitations on when I may have family/friends with me? Can they stay overnight? If I want them to be involved, can my family and friends be trained to help care for me while I am in the hospital? If a family member/friend will be caring for me after discharge, what type of information and training is available to them before my discharge? Responsiveness to Patient or Family Concerns What process should I (or my family member/friend) use to raise a concern while in the hospital? Do you have a process for a team to rapidly assess a patient who is deteriorating? Can a patient or family member initiate the team? Involvement of Patients in Hospital Operations What processes do you use to get input from patients and family members? Do you have a patient and family advisory council? Are patients involved on other hospital committees? Do you conduct patient focus groups? What type of orientation and support do you provide for patients and family members involved in hospital operations? How do you use the feedback obtained from patients and families? Patient Feedback How do patients rate their experience in your hospital?* ** To review how patients rated their experiences at individual hospitals, visit the CMS Hospital Compare website (www. hospitalcompare.hhs.gov) where hospitals’ HCAHPS patient survey data is now available.   Buy the book