Institute for Healthcare Improvement (in collaboration with Barbara Balik, IHI Senior Faculty)
Cambridge, Massachusetts, USA
The purpose of this exercise is to learn about and understand the experience of care in your organization from the patient and family perspective, and not from assumptions that may be made by those who are providing care.
Care team members select a patient care process to observe and then document their observations about the care experience from the patient and family perspective in a non-judgmental way, using the observations to inform improvements to the care experience. This exercise may be used in any care setting.