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Reliably Addressing "What Matters" Through a Quality Improvement Process
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A practical quality improvement approach can help to ensure that processes are in place to assist nurses in devoting time to reliably inquire about “what matters” to each patient at every encounter
WIHI: Practicing Respect and Preventing Harm
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February 9, 2017 | Most of us know what it feels like to have an interaction with someone that can feel rushed, incomplete, maybe even abrupt or downright rude. What are the consequences of these encounters?
Supporting the Supporters: What Family Caregivers Need to Care for a Loved One with Cancer
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Patients with cancer who live at home often need to lean on family members for support. Not surprisingly, family caregivers themselves also require support, so that they can be effective and maintain their own well-being. This article presents a four-part framework for supporting cancer patient caregivers.
Building a Culture of Improvement at East London NHS Foundation Trust
Current average rating is 5 stars.
East London NHS Foundation Trust (ELFT) in the UK provides mental health and community services to a diverse and largely low-income population. By establishing an organization-wide culture of continuous improvement, and integrating quality improvement methodology and training at every level of work, ELFT has significantly reduced incidents of inpatient violence and improved staff satisfaction, among other achievements.
WIHI: Engaging and Supporting Family Caregivers
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October 20, 2016 | A lot has been said and written over the years about the important role family caregivers play on behalf of loved ones with various health conditions and disabilities. But acknowledgment of the estimated 42 million family caregivers in the US alone hasn’t always translated into needed support.
Donald Berwick, MD: IHI National Forum Keynotes (2009-2012)
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Watch videos of some of Don Berwick's most memorable IHI National Forum keynote addresses in which he talks about successes in health care quality improvement and the challenges that still lie ahead. Berwick uses his unique storytelling style to take his audiences around the world, highlighting innovations, demanding we protect patient safety, urging us to uncover waste and reduce costs in health care, and revealing the true meaning of patient-centered care.
WIHI: Improving Patient Experience: What's Working, What's Not
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October 6, 2016 | With so much focus on improving patient satisfaction scores and patient-centered care, are patients and family members feeling more positive about the experiences they’re having in the US health care system? Are they feeling more connected to their care teams?
Essentials for Improving Service Quality in Cancer Care
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Informed by site visits to cancer care centers and interviews with cancer patients, family members, clinicians, and health care leaders, the authors formulate six essentials for improving cancer care service quality.
WIHI: The New World of Co-producing Health and Health Care
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March 24, 2016 | When we say patients and clinicians should be “co-producing health and health care,” this requires a paradigm shift and, for medical staff, letting go of seeing themselves as the sole engines and creators of the “product” known as health care. What if health care isn’t a product at all, but a service which both “sides” engage in and have an opportunity to shape?
WIHI: Morality Matters: How to Reset the Mission of Quality Improvement
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February 18, 2016 | What is the “true north” for the health care quality improvement movement? What are the questions leaders and champions of quality and safety initiatives must periodically ask themselves as a natural part of the process of seeking dramatic change? For IHI’s founder, Don Berwick, the questions, and the answers, are often moral ones.
WIHI: New Tools and Thinking for Shared Decision Making
Current average rating is 5 stars.
January 28, 2016 | If you work in primary care today, odds are good that you’re seeing patients with multiple chronic conditions. Even if a provider and patient work together to choose the right medications and agree on making some lifestyle changes that will improve health, the best-laid plans often fall apart.
WIHI: Realizing “What Matters” (to Patients and Families)
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January 14, 2016 | A few years ago, IHI and others began suggesting to providers that instead of routinely asking patients “What’s the matter with you?” they should begin asking “What matters to you?”
WIHI: Medicare Reimbursement and Meaningful Conversations about End-of-Life Care
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November 19, 2015 | This WIHI explores whether the new US Centers for Medicare & Medicaid Services payment options to reimburse practitioners for talking with Medicare recipients about end-of-life care preferences make advance care planning more likely to happen and encourage health professionals to gain the necessary skills for such discussions.
WIHI: Getting Right Care, Right!
Current average rating is 4 stars.
October 1, 2015 | There’s growing awareness of the need to curb health care’s overuse of interventions that lack a strong evidence base, unnecessarily subject patients to potential harm, and are more expensive than equally effective, cheaper alternatives.
When the Customer Is Stressed
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This article uses the example of cancer care to illustrate four guidelines for better design of high-emotion services (i.e., those that elicit strong feelings like fear and anxiety): identify emotional triggers, respond early to intense emotions, enhance customers’ control, and hire and rigorously train people who can communicate respectfully.
WIHI: The Echo Effect of Project ECHO's Access to Specialty Care
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July 9, 2015 | There’s telemedicine, and then there’s Project ECHO. What began in 2003 as a process for improving access to treatment for people in New Mexico suffering from Hepatitis C, now offers support and learning for 30 different diseases and conditions, impacting patients in some 22 states.
"Conversation Ready": A Framework for Improving End-of-Life Care
Current average rating is 5 stars.
This white paper presents a framework built on five core principles to help organizations begin the process of becoming "Conversation Ready" — that is, to develop reliable processes to engage patients in conversations about their wishes for end-of-life care, steward that information, and then respect those wishes at the appropriate time.
WIHI: Disability Competent Care
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June 11, 2015 | A lot of progress has been made the past several decades for people with disabilities. But, there are still barriers and biases that prevent disabled individuals from leading full lives and fully accessing health care.
WIHI: Now What? Best Practices for Newly Diagnosed Cancer Patients
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May 21, 2015 | When someone is first diagnosed with cancer, those first few days and weeks can be terribly disorienting. A growing number of providers, patients, and observers believe there are particular ways the health care system can behave, and best practices that can be deployed, to ease this initial, hard part of the cancer journey.
Patient-Reported Measures
Current average rating is 4 stars.
Patient-reported measures help clinicians and patients assess whether a patient’s symptoms, lifestyle, daily activities and functional status have improved as a result of care provided, and are a mechanism for patients to have a voice in their treatment planning and decision making based on their own self-assessments.
Profiles in Improvement: Leonard L. Berry, PhD, MBA, IHI Senior Fellow
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"I’m hopeful about the work in health care quality improvement. It’s a journey without a finish line," says IHI Senior Fellow Len Berry, whose current work is focusing on how we can improve the service experience of cancer patients and their families. Learn more in this profile.
Flipping Primary Health Care: A Personal Story
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This article describes the experience of one of the authors as he experienced having to “flip” his primary health care (i.e., putting the person, not the disease or the condition, at the center of improving health and health care), and describes enabling factors and lessons for patient-centered primary care redesign.
Flipping Health Care
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The authors argue that to meet today’s health care challenges, we need to flip our thinking to develop innovative models of care that can improve health, improve care delivery, and lower costs — the goals of the Triple Aim.
WIHI: Tread Water No More! Making Sense of Patient Experience Data
Current average rating is 4 stars.
September 11, 2014 | Learn about guiding principles for deciphering patient experience data and the comprehensive picture that emerges from patient surveys, focus groups, patient and family advisory councils, and much more.
Patient Experience Data Self-Assessment
Current average rating is 4 stars.
The Patient Experience Data Self-Assessment Tool and corresponding Answer Key challenges knowledge and common assumptions about what the data actually means. The tool can be used to expand your current knowledge on using patient experience data effective.
  
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