Resources

​Resources and tools to help you improve the care experience and deliver care that is more person- and family-centered.
Videos
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What If We Flipped the Patient Discharge Process?
At Sheffield Teaching Hospitals in the United Kingdom, an improver came up with the idea of assessing frail elder patients’ needs in patients’ homes instead of at the hospital. One PDSA cycle led to another, and another. Eventually, 10,000 patients got home 3 to 4 days faster in one year.
How Have Computers Changed Patient-Provider Relationships?
In a new video, patient safety expert Dr. Bob Wachter explores how computers have changed patient-provider relationships.
What Are the Dangers of Alert Fatigue?
In a new IHI Open School short, patient safety expert Dr. Bob Wachter talks about the dangers of alert fatigue in health care.
What If We Gave Patients the Skills and Knowledge to Care for Themselves?
Long wait times in emergency departments was one of the problems. Giving underinsured or uninsured patients the skills (and the option) to care for themselves turned out to be an innovative solution.
How Can Patients and Providers See Eye to Eye?
In a new video, “Diabetes Evangelist” Trevor Torres discusses why patients sometimes feel disconnected from their providers.
What Is Shared Decision Making?
Victor Montori, MD, MSc, a Professor of Medicine at the Mayo Clinic in Rochester, Minnesota, is pioneering the concept of shared decision making. What is shared decision making and how can it improve care for patients? Dr. Montori, a special interest keynote speaker at this year’s IHI National Forum in December, explains.
What Are Two Ways Organizations Can Improve Patient Visits?
In a new video, “Diabetes Evangelist” Trevor Torres shares two ways organizations can use technology to improve the patient experience.
How Can a Comic Book Help Patients with Diabetes?
In a new video, “Diabetes Evangelist” Trevor Torres talks about a comic book he helped create to educate young patients about diabetes.
Why Does Trevor Recommend Type 1 Diabetes?
In this video, patient Trevor Torres shares four things. He gives two reasons why he’d recommend type 1 diabetes to anyone and two pieces of practical advice for health care providers.
How Can Shadowing Make Care More Patient-Centered?
In a short video interview, Anthony M. DiGioia, MD, pioneer in patient- and family-centered care, explains why it’s time to think like your patients.
How Do Targeted Programs Help All Patients?
Deputy Director of fthe Disparities Solutions Center at Massachusetts General Hospital, Aswita Tan-McGrory, shares through an example why targeted programs can improve care for all patients.
What Does Coordinated Care Look Like?
In this video, IHI’s President Emeritus and Senior Fellow Don Berwick, MD, MPP, tells the story of seeing a 4-year-old boy with acute asthma. What followed was “music” to Berwick.
What Is Lauren's List?
Sally Sampson talks about the creation of Lauren's List, four simple rules her young daughter had for clinicians.
How Does a Hospital Involve Patients in Design?
Take a look inside Cincinnati Children’s Hospital as its clinicians learn how to make the valuable — but challenging — transition to a truly patient-centered environment.
Why Are Patient Stories Valuable in Health Care?
IHI’s Martha Hayward talks about how to tell powerful patient stories.
How Can Health Care Workers Inspire Patients?
Gilbert Salinas, Director of Patient-Centered Care at a rehabilitation center in California, talks about the compassionate health care professionals that inspired his career path.
How Do You Communicate a Disappointing Outcome?
Dr. Michael Haglund demonstrates the right and wrong way to communicate a disappointing outcome to patients and families.
How Can We Improve Care for Older Patients?
Clinical Nurse Specialist Connie Davis says her career caring for the elderly has been “an amazing gift.” Learn how practicing patient-centered care with seniors can enrich both your life and their health outcomes.
What Would You Do to Improve Health Care?
In our first “Blue Shirt on the Street” video, we ask people about the one thing they would do to improve health care.
Maureen Bisognano, Why Health Care Improvement?
IHI’s former president and CEO shares how the compassion of one physician inspired her to pursue a career in health care improvement.
Why Should Patients be Part of Improvement Work?
Dr. Marilu Bintz explains why health care organizations should engage patients in improvement and tells the story of how Gundersen Health System started engaging patients to make care safer.
What Is an ‘Always Event’?
IHI Senior Faculty Barbara Balik defines an “Always Event” and explains how the concept is evolving.
What Are the Barriers to Partnering with Patients?
IHI Senior Faculty Barbara Balik explains why partnering with patients can be difficult for providers and organizations.
Do Providers Feel Threatened by Patients?
Barbara Balik discusses why the demands of health care can limit providers’ ability to connect with patients and how we can improve.
How Do You Involve Patients in Improvement?
Patient and Family Advisory Councils are critical to improving care. But they take time to develop. What can you do today to involve patients in improvement?
How Can Providers Elicit Patient Perspectives and Respond with Empathy?
Dr. Calvin Chou demonstrates how providers can elicit patient perspectives and respond with empathy.
How Do You Build a Shared Agenda with Patients?
Dr. Calvin Chou displays strategies for creating a shared agenda during patient appointments.
How Can the Teach-Back Method Improve Outcomes?
Dr. Calvin Chou demonstrates how to use teach-back, a simple method to confirm and reinforce the patient’s understanding of important information.
How Can You Build Quick Rapport with Patients?
Dr. Calvin Chou displays strategies for building quick connections at the beginning of patient appointments.
How Do You Apologize After a Medical Error?
When you make a mistake that affects a patient, what should you say? Should you apologize, or will that put you at greater risk of being sued? Lucian Leape, MD, Adjunct Professor of Health Policy at the Harvard School of Public Health, describes how to talk with patients and families after a mistake has occurred.
Why Use the Term “Cultural Humility”?
Dr. Beth Averbeck explains cultural humility and how HealthPartners works to incorporate it in care.
Why Should Patients Have Input in Care Design?
IHI Senior Faculty Barbara Balik explains how the input of patients and families can create excellent programs and save money.
Is There a List of ‘Always Events’?
Barbara Balik discusses the evolving list of “Always Events” in health care.
How Do You Partner with an Unengaged Patient?
More and more, health care providers are trying to partner with patients to ensure care helps meet their health goals. But what happens when the patient isn’t interested in working with you?
What Is “Ask, Tell, Ask”?
Connie Davis, Co-Director at Centre for Collaboration, Motivation, and Innovation, explains how “Ask, Tell, Ask” can improve health outcomes.
How Long Does It Take to Use Patient-Centered Communication?
Connie Davis, Co-Director of the Centre for Collaboration, Motivation, and Innovation, explains how much time it takes to use techniques like “Ask, Tell, Ask,” teach-back, and brief action planning.
What Is Teach-Back?
Connie Davis, Co-Director at Centre for Collaboration, Motivation, and Innovation, explains how teach-back can improve health outcomes.
What Is Motivational Interviewing?
Connie Davis, Co-Director at Centre for Collaboration, Motivation, and Innovation, explains how motivational interviewing can help guide patients to make decisions that matter to them.
What Is Brief Action Planning?
Connie Davis, Co-Director at Centre for Collaboration, Motivation, and Innovation, explains how brief action planning can help patients make changes in their behavior.
How Can Self-Care Dialysis Improve Outcomes?
Health care providers often talk about the need for patients to be more engaged in their care. Training patients to perform their own dialysis gives them more control over their health and their time, says Dr. Richard Gibney.
What Is It Like to Experience a Medical Error?
Get an inside look at a patient's perspective through the personal story of Linda Kenney, President of Medically Induced Trauma Support Services.
Escape Fire: Don Berwick National Forum Address
IHI's Dr. Don Berwick tells the story of his wife's difficult journey through the health care system.
How to Get a Job at Cincinnati Children’s Hospital
For years, Cincinnati Children’s Hospital has been keenly focused on making care more effective and patient-centered. Uma Kotagal, the hospital’s senior vice president for quality and transformation, explains what that looks like in practice – and what it takes to work at her hospital.
Why Shouldn’t Providers Judge Patients’ Choices?
For patients suffering from chronic diseases and social disadvantage, good relationships with providers make a big difference. But health care sometimes describes such patients as “non-compliant” or “difficult.”
How Do You Avoid Burnout in Serving Underserved Patients?
These days, providers in many health care settings are feeling burned out. What about providers who work with underserved patients, who face greater barriers to good health than other patients?

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