Achieving an Exceptional Patient and Family Experience of Inpatient Hospital Care

Loading....

Explore by Interest

Use Explore by Interest to delve more deeply into the content on IHI.org in multiple ways: by Topic, Care Setting, Role or Profession, or IHI Offering. Content is gathered from across the site to present a more comprehensive view of available resources:

Knowledge Center: Tools, change ideas, measures, audio and video, and other resources to help you make improvements in a specific area
IHI Offerings: Training and learning opportunities that support your improvement efforts
User Communities: Discussion groups, wikis, blogs, and other resources that are shared among a connected group of users around a specific topic

Browse our Explore by Interest Topics:

Achieving an Exceptional Patient and Family Experience of Inpatient Hospital Care

Last Modified: 05/22/2012

IHI Innovation Series white paper

How to cite this paper:

Balik B, Conway J, Zipperer L, Watson J. Achieving an Exceptional Patient and Family Experience of Inpatient Hospital Care. IHI Innovation Series white paper. Cambridge, Massachusetts: Institute for Healthcare Improvement; 2011. (Available on www.IHI.org)

In response to growing interest from the hospital community in better understanding and improving the experience of patients and their families during hospitalization, the Institute for Healthcare Improvement (IHI) conducted an in-depth review of the research, studied exemplar organizations, and interviewed experts in the field. Our aim was to identify the primary and secondary drivers of exceptional patient and family inpatient hospital experience (defined as care that is patient centered, safe, effective, timely, efficient, and equitable), as measured by the Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) survey’s “willingness to recommend” the hospital.

The project identified five primary drivers of exceptional patient and family inpatient hospital experience of care: leadership; staff hearts and minds; respectful partnership; reliable care; and evidence-based care.

To help hospitals make sense of the many aspects of improving the patient and family experience, this white paper includes:

A list of primary and secondary drivers that, taken together, will result in achieving the overall aim;
Exemplars from a variety of hospitals to help translate concept into action;
Tips on how to get started; and
Extensive references and a bibliography to provide further evidence, guidance, and applied examples.

Hospitals can use this framework to design their efforts to improve the patient and family experience — testing and implementing changes, weaving them into the fabric of daily work for everyone, and achieving outstanding results.

Documents

IHI Patient and Family Experience of Hospital Care White Paper

Average Content Rating

(3 users)

Ratings and Comments

This web part adds the comments module to the page.

Please login to rate or comment on this content.

User Comments

Loading Pages....

Is Your Organization "Conversation Ready"?

Health care providers and organizations need to be “conversation ready” — that is, capable of asking about and understanding what matters most to patients, and respecting every individual’s end-of-life wishes. This article articulates emerging conversation-ready principles.
Storyboards from IHI's 24th Annual National Forum on Quality Improvement in Health Care

Storyboards of quality improvement work on display at the 24th Annual National Forum on Quality Improvement in Health Care in December 2012 are freely available for all registered IHI.org users to view.
Storyboards from IHI 14th Annual International Summit on Improving Patient Care in the Office Practice and the Community

Storyboards of improvement work on display at IHI's 14th Annual International Summit on Improving Patient Care in the Office Practice and the Community are freely available for all registered IHI.org users to view.
Integrated Care Pathway for Total Joint Arthroplasty

This Care Pathway provides recommended ideas to improve care for patients receiving total joint arthroplasty (TJA) and includes safe, effective, efficient, and patient-centered TJA care processes. The Pathway is designed for use by all members of the orthopaedic community who are responsible for the TJA process, including those at surgical practices, hospitals, and other care settings.
Improving Graduate Medical Education: Innovations in Primary Care and Ambulatory Settings: IHI 90-Day R&D Project Final Summary Report

This report includes best practices and practical examples of graduate medical education programs that are redesigning training to equip residents and students with the skills needed for primary care practice in a rapidly changing US health care landscape.

View All

Partnering with Patients and Families to Design a Patient- and Family-Centered Health Care System: Recommendations and Promising Practices
This publication, with funding support from the California HealthCare Foundation, highlights examples of best practices from hospitals, ambulatory programs, medical and nursing schools.
Patient- and Family-Centered Care Organizational Self-Assessment Tool
Use this self-assessment tool to assess how your organization is performing in relation to specific components of patient- and family-centered care, or as a basis for conversations about patient centeredness in the organization.
WIHI: The Meaningful Methodology of Patient- and Family-Centered Care
April 22, 2010 | Learn how a patient- and family-centered care program that started off in a hospital’s orthopaedic surgery department is now being spread to several sites throughout a health system.