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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
Susan B. Frampton, PhD, is president of Planetree and a sought-after speaker and writer on patient-centered care. Patrick A. Charmel, MPH, is CEO of Griffin Hospital which, under his leadership, has received numerous quality and clinical excellence awards, and is the only hospital to be named to the Fortune Magazine "100 Best Companies to Work for in America" list for ten consecutive years. Sara Guastello is the director of Knowledge Management for Planetree and a frequent writer on patient-centered care. Planetree, founded by a patient in 1978, is a not-for-profit organization with offices in seven countries around the globe that partners with health care organizations to accelerate organizational culture change that enhances the patient experience, improves quality of care, and creates a nurturing work environment where professional caregivers are enabled to thrive.