[eBook Code] The Putting Patients First Field Guide (eBook Code, 1st)

Tables and Figures viii

Acknowledgments xi

The Editors xiv

The Contributors xviii

Prologue xxi

Foreword xxvi

Introduction: Patient-Centered Care Goes Global 1

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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, Róisín Boland, and Paula Wilson

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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