Putting Patients First

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.

Acknowledgments ix

The Editors xi

The Contributors xiii

Prologue xxiii
Angelica Thieriot

Introduction: Patient-centered Care Moves Into the Mainstream xxvii
Susan B. Frampton

Part One: Essential Elements of Patient-centered Care

Chapter One: Human Interactions and Relationship-centered Caring 3
Jean Watson and Susan B. Frampton

Chapter Two: Access to Information: Informing and Empowering Diverse Populations 27
Candace Ford Gray and Michele A. Spatz

Chapter Three: Healing Partnerships: The Importance of Involving Patients, Families, and Volunteers 51
Alexandra Harrison, Gail MacKean, and Margaret Cullivan

Chapter Four: Nutrition: The Nurturing and Healing Aspects of Food 75
David L. Katz and F. Nicholas Jacobs

Chapter Five: Spiritual and Cultural Diversity: Inner Resources for Healing 95
Steven L. Jeffers and Dennis Kenny

Chapter Six: Integrating Complementary and Alternative Practices into Conventional Care 113
David L. Katz and Ather Ali

Chapter Seven: Effects of Viewing Art on Health Outcomes 129
Roger S. Ulrich

Chapter Eight: Healing Environments: Creating a Nurturing and Healthy Environment 151
Kimberly Nelson Montague and Robert F. Sharrow

Chapter Nine: Healthy Communities: Expanding the Boundaries of Health Care 175
Randall L. Carter and Catherine Whalen

Part Two: Current Trends in Patient-centered Care

Chapter Ten: Building the Business Case for Patient-centered Care 191
Patrick A. Charmel

Chapter Eleven: The Physician-patient Relationship in the Patient-centered Care Model 211
H. Lee Kanter and Steven F. Horowitz

Chapter Twelve: Adapting Patient-centered Care to Diverse Health Care Settings 227
Heidi Gil, Wendy W. Peche, and Philip J. Wilner

Chapter Thirteen: Integrating Quality and Safety with Patient-centered Care 249
Carrie Brady and James B. Conway

Chapter Fourteen: Patient-centered Care as Public Policy: The Role of Government, Payers, and the General Public 267
Carolyn M. Clancy, Janet M. Corrigan, and Dwight N. McNeill

Chapter Fifteen: Breaking Down the Barriers to Patient-centered Care 285
Carrie Brady and Susan B. Frampton

Epilogue 301
Linda K. Kenney

Name Index 305

Subject Index 311

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.

Planetree is an international affiliation of hospitals utilizing the Planetree model of patient centered care that seeks to humanize and demystify the health care experience for patients and families. Putting Patients First, 2nd Edition

"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."
—Diana J. Mason, PhD, RN, FAAN, editor in chief, American Journal of Nursing

"Putting Patients First may well revolutionize what you do and how you do it, and provide you far more satisfaction in your job." —Harvey Picker, founder, Picker Institute

"This book is a model of 'best practices' for self and systems."
—Jean Watson, PhD, RN, Distinguished Professor of Nursing, Murchinson-Scoville Endowed Chair in Caring Science, University of Colorado Denver

"'Patient-centric' is not just a buzzword for this gang. They invented it and live it and extend it and reinvent it every day."
—Tom Peters, co-author, In Search of Excellence

"Of all the dimensions on which health care needs to improve, the most important is 'patient-centeredness.' In this timely volume, some of the best minds in the field guide us to rethink the very definition of that term, and show us both the boldness and the promise of new forms, systems, and attitudes that can help us become what we ought to be: not hosts to our patients, but well-behaved, respectful guests in their lives."
—Donald M. Berwick, MD, MPP, president and CEO, Institute for Healthcare Improvement