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The power of apology
An apology to the patient following an adverse event can bring comfort to the patient, forgiveness to the health practitioner, and help restore trust in their relationship.
The Patient Visits Program: A strategy to highlight patient satisfaction and refocus organizational culture
This article describes a structured initiative pairing senior clinicians with non-clinician administrators to interview patients to proactively elicit feedback used in quality improvement and efforts to refocus organizational culture.
Making patient-centered care come alive: Achieving full integration of the patient's perspective
In this article, the authors describe how patients and families have been integrated into the care delivery model by involving them in planning, decision-making, and improvement processes at all levels of the organization.
The Sorry Works! Coalition: Making the case for full disclosure
The Sorry Works! Coalition, an organization of doctors, lawyers, insurers, and patient advocates, is dedicated to promoting full disclosure and apologies for medical errors as a "middle-ground solution" in the medical liability crisis.
Disclosure of medical errors: What factors influence how patients respond?
This study sought to determine whether full disclosure, an existing positive physician-patient relationship, an offer to waive associated costs, and the severity of the clinical outcome influenced patients' responses to medical errors.
Health plan members’ views on forgiving medical errors
A more comprehensive understanding of forgiveness and the effect of forgiveness on the physician-patient relationship following a medical error is needed.
A piece of my mind: Mistakes
The author describes a scenario in which medical students discuss what actions the physician of an imaginary patient should take, if any, to acknowledge a medical mistake that was unlikely to cause harm to the patient.
Apology in medical practice: An emerging clinical skill
The author states that an effective apology is one of the most profound healing processes between individuals, groups, or nations. It may restore damaged relationships or even strengthen previously satisfactory relationships.
Choosing your words carefully: How physicians would disclose harmful medical errors to patients
A gap exists between patients' desire to be told about medical errors and present practice. Little is known about how physicians approach disclosure. The objective of this study was to describe how physicians disclose errors to patients.
Key learning from the Dana-Farber Cancer Institute’s 10-year patient safety journey
The tragic chemotherapy overdoses to Betsy Lehman and Maureen Bateman, which were discovered at the Dana-Farber Cancer Institute (DFCI) in February 1995, are well known.
Subtracting insult from injury: Addressing cultural expectations in the disclosure of medical error
The article recommends that learning how to disclose errors, apologize to injured patients, ensure that these patients’ needs are met, and confront the emotional dimensions of one’s own mistakes should be part of medical education...
Wall of Silence: The Untold Story of the Medical Mistakes that Kill and Injure Millions of Americans
Gibson and Singh share stories of patients who have suffered injuries from medical mistakes. The authors analogize physicians' reluctance to disclose errors or those of colleagues to the "thin blue line" by which police conceal brutality.
What "Patient-Centered" Should Mean: Confessions of an Extremist
"Patient-centeredness" is a dimension of health care quality in its own right, not just because of its connection with other desired aims, like safety and effectiveness.
Putting Patients First: Best Practices in Patient-Centered Care (2nd edition)
The second edition highlights what the Planetree organization and Planetree facilities have learned about being truly patient-centered...
Transforming the Healthcare Experience Through the Arts
With over 30 compelling human stories, research-based evidence, and pragmatic advice grounded in many years of experience, this book takes you inside the process of transforming the health care experience through the arts.
Strong roots: Oregon hospital a pioneer in patient-centered Planetree concept
A small rural hospital creates a more healing environment for patients and families using the Planetree model.
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.
Advancing the Practice of Patient- and Family-Centered Care: How to Get Started
Bringing the perspectives of patients and families directly into the planning, delivery, and evaluation of health care — thereby improving its quality and safety — is what patient- and family-centered care is all about.
Patient Advocacy for Health Care Quality: Strategies for Achieving Patient-Centered Care
With a focus on the consumer's perspective, this book identifies patient advocacy as a potentially effective way to initiate needed changes in US health care.
A model patient navigation program
This article describes the origins of the patient navigation model first developed by Dr. Harold Freeman at Harlem Hospital in New York.
Health Promotion by Design in Long-Term Care Settings
This research report presents findings from more than 250 articles published in peer-reviewed journals that assess the relationship between physical environmental factors and resident and staff outcomes in different types of long-term care settings
The Impact of Light on Outcomes in Healthcare Settings
This research paper examines the effects of light on human health and performance, and reviews the literature linking light (daylight and artificial light) with health outcomes in health care settings.
Soliciting patient complaints to improve performance
This article describes a study at a tertiary care teaching hospital in which patient complaints on service quality were actively solicited from patients during a three-month period.
Crossing the Quality Chasm: A New Health System for the 21st Century
This report from the Institute of Medicine focuses on closing the quality gap between what we know to be good health care and the health care that people actually receive.
A systems approach to patient-centered care
Providing care centered on patients' needs and expectations is a key attribute of quality care.