Author: Mark A. Clapp, MD, MPH
The following patient story accompanies the IHI Open School course PFC 101: Dignity and Respect.
After finishing this activity, students will be able to:
- Identify two instances when communication broke down in the continuum of care.
- Discuss how Jill’s experience relates to the core concepts of patient- and family-centered care as defined by The Institute for Patient- and Family-Centered Care.
- List two instances when providers failed to engage Jill in patient- and family-centered care.
In partnership with patients, families, health care leaders, and researchers, the Institute for Patient- and Family-Centered Care (IPFCC), a leading organization in the field, defined patient- and family-centered care with the following core concepts:
- Dignity and Respect: Health care practitioners listen to and honor patient and family perspectives and choices. Patient and family knowledge, values, beliefs, and cultural backgrounds are incorporated into the planning and delivery of care.
- Information Sharing: Health care practitioners communicate and share complete and unbiased information with patients and families in ways that are affirming and useful. Patients and families receive timely, complete, and accurate information in order to effectively participate in care and decision-making.
- Participation: Patients and families are encouraged and supported in participating in care and decision-making at the level they choose.
- Collaboration: Patients, families, health care practitioners, and health care leaders collaborate in policy and program development, implementation, and evaluation; in facility design; and in professional education, as well as in the delivery of care.
With these basic definitions of patient-centered care in mind, read the following narrative based on the true story of Jill, a woman whose recent interactions with the health care system illustrate the need for such models of care. As you read Jill’s story, take note of the following:
- The extent to which Jill is informed about her condition and involved in her care
- The providers that she interacts with over time and her relationships with them
- The communication and information that is shared between providers and with the patient
- The instances when Jill was treated with dignity and respect, or a lack thereof