Table of Contents

• Dedication
  
  
• Acknowledgments
  
  
• How To Use The Patient-Centered Care Guide
  
  
• Patient-Centered Care: A Idea Whose Time Has Come
  
  
• Patient-Centered Care As Culture Change

• The Myths of Patient-Centered Care
  
  
• Setting The Stage

• Communicating Effectively With Patients And Families
  
  
• Personalization of Care

• Continuity of Care
  
  
• Access to Information and Patient Education
  
  
• Family Involvement

• Environment of Care
  
  
• Spirituality
  
  
• Integrative Medicine
  
  
• Caring for the Community
  
  
• Care for the Caregiver
  
  
• Environment of Care
  
  
• Practical Approaches For Building A Patient-Centered Culture
  
  
• Patient-Centered Approaches
  To Data And Technology
  
  
• Personal Strategies: What
  You Can Do Now
  
  
• Patient-Centered Care And HCAHPS
  
  
• Patient-Centered Care
  Leadership Roundtable Participants
  
  
• List of Practices And Tools
  At A Glance

  
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ACKNOWLEDGEMENTS

We are deeply grateful to the Picker Institute for its invaluable support of this project. Beyond the financial backing to realize this Guide, we are most appreciative of the vote of confidence, the continued encouragement, and the collegial spirit of collaboration toward our shared mission of promoting and advancing the practice of patient-centered care on a broad scale.

Much work already has been done to define, implement, refine and evaluate patientcentered care by a number of organizations, including the Picker Institute, the Institute for Family-Centered Care, the Institute for Healthcare Improvement, Robert Wood Johnson Foundation, The Commonwealth Fund, the University HealthSystem Consortium and others. The work that predates this project has provided us a strong
foundation from which to launch this Guide.

This Guide is robust with best practices and practical implementation tools thanks to the generosity of hospitals across the United States whose commitment to advancing patient-centered care trumped any inclination to keep their most effective practices to themselves.

We are most proud to call the hospital leaders and other health care experts who participated in the Patient-Centered Care Leadership Roundtable in March 2008 our partners. They are listed in Appendix B, and this Guide is definitively better for their input.

Though most of the patients and families who participated in the focus groups referenced in these pages will likely never see this Guide, the impression they have left on it is indelible. In the simple but powerful acts of telling their stories and sharing their ideas of how to improve health care, they are steering our industry toward change.

We would like to acknowledge the following sites and organizations for participating in the best
practice gathering site visits and/or sharing the implementation tools that largely informed this
Guide:

Alegent Health Bergan Mercy Medical Center (Omaha, Nebraska)
Alegent Health Lakeside Hospital (Omaha, Nebraska)
Alegent Health Mercy Hospital Council Bluffs (Council Bluffs, Iowa)
Alegent Health Midlands Hospital (Papillion, Nebraska)
Aurora BayCare Medical Center (Green Bay, Wisconsin)
Aurora Medical Center Oshkosh (Oshkosh, Wisconsin)
Cleveland Clinic (Cleveland, Ohio)
Delnor Hospital (Geneva, Illinois)
Enloe Medical Center (Chico, California)
Fauquier Health System (Warrenton, Virginia)
Griffin Hospital (Derby, Connecticut)
Hackensack University Medical Center (Hackensack, New Jersey)
Highline Medical Center (Burien, Washington)
Illinois Hospital Association
Loma Linda University Medical Center‘s East Campus (Loma Linda, California)
Mid-Columbia Medical Center (The Dalles, Oregon)
Northern Westchester Hospital (Mount Kisco, New York)
Sentara Virginia Beach General Hospital (Virginia Beach, Virginia)
Sentara Williamsburg Regional Medical Center (Williamsburg, Virginia)
Shands Jacksonville Medical Center (Jacksonville, Florida)
Sharp Coronado Hospital (Coronado, California)
South Carolina Hospital Association
Spectrum Health Reed City Hospital (Reed City, Michigan)
Stamford Hospital (Stamford, Connecticut)
University HealthSystem Consortium
University of North Carolina Children‘s Hospital (Chapel Hill, North Carolina)
University of Washington Medical Center (Seattle, Washington)
Valley View Hospital (Glenwood Springs, Colorado)
Waverly Health Center (Waverly, Iowa)
Windber Medical Center (Windber, Pennsylvania)

In addition to these sites, we would like to acknowledge the collective wisdom of the entire Planetree community of hospitals, continuing care organizations, ambulatory care centers and health resource libraries, each of which serves as a living laboratory where innovation in patient-centered care thrives, and whose focus groups informed the creation of this Guide.