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Zero Harm in Health Care
This article describes a comprehensive systems-focused approach to patient safety to achieve the goal of zero harm for patients, families, and the health care workforce. The approach includes four interdependent elements: the psychology of change, a culture of safety, an optimal learning system, and codesigning care and improvement with patients.
WIHI: Connecting Patient Experience to Culture and Strategic Aims
August 9, 2018 | Most hospitals are understandably preoccupied with patient experience scores. But can those same scores help guide an organization to the aims and values it hopes to achieve?
Human-Centered Design and Performance Improvement: Better Together
Kaiser Permanente, an IHI Strategic Partner, is fusing methods from human-centered design and performance improvement to systematically partner with patients, families, and customers to co-design better care, systems, and programs.
WIHI: Giving Patients and Families the Tools to Be Health Care Improvers
May 17, 2018 | Patients and families are playing a greater role in health care quality improvement. Now, some organizations believe it's essential for patients and families to have training in basic improvement to enhance their influence and involvement.
Safety Is Personal: Partnering with Patients and Families for the Safest Care
This Lucian Leape Institute report is a call to action for health leaders, clinicians, and policy makers to take the necessary steps to ensure patient and family engagement at all levels of health care. It identifies specific action items for health leaders, clinicians, and policy makers to pursue in making patient and family engagement a core value in the provision of health care.
WIHI: The Careful and Kind Patient Revolution
December 7, 2017 | Victor Montori argues that it is time for providers to look up from strict protocols and guidelines long enough to get curious about their patients' lives and begin to minimize barriers to better health, not add to them.
Experience-Based Co-Design of Health Care Services
This case study from the IHI/Commonwealth Fund International Program for US Health Care System Innovation describes experience-based co-design (EBCD), developed in the UK, which brings together narrative-based research with service design methods to catalyze a process wherein patients and staff work together to design, implement, and test improvements to health care services.
WIHI: Realizing “What Matters” (to Patients and Families)
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?”
Profiles in Improvement: Jennifer Lenoci-Edwards, RN, MPH, IHI Director, Patient Safety
In this profile, Jennifer Lenoci-Edwards, IHI Director of Patient Safety, talks about the experiences that shaped her passion and dedication to improving safety, and the current focus of IHI's work in patient safety, which includes safety across the continuum of care, engaging patients in safety efforts, and supporting health care teams in improving system reliability and enhancing their joy in work.
Flipping Primary Health Care: A Personal Story
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.
I've Been a Patient Since I Was Born
In this video, patient advocate and IHI faculty member Tiffany Christensen describes the positive impact patient and family advisors can have when they work in partnership with health care professionals.
Leading Improvement in Population Health
The new mental models for leading population health require leaders to blend the best of their capability to manage health care delivery performance and quality improvement with a set of skills that are about co-production — that is, forming productive relationships with community partners and with patients, families, and the broader population.
Always Events Toolkit
Always Events are aspects of the patient experience that are so important to patients and families that health care providers must perform them consistently for every patient, every time. The toolkit supports providers in partnering with patients and family members to co-design, reliably implement, and sustain and spread Always Events to dramatically improve the care experience.
WIHI: Recognizing Person- and Family-Centered Care: Always Events at IHI
September 26, 2013 | This WIHI looks at Always Events – a set of reliable practices that should happen for all patients, all the time – and a recognition program to spotlight organizations committed to this level of transformation.
PAIR Parent Mentor Program
PAIR — Parents Assisting Inspiring Reassuring — is a program created to help parents of children with cancer connect with other parents, who serve as mentors. The team at St. Jude’s developed a number of tools, including a detailed presentation about the program and tools for recruiting and onboarding mentors, matching mentors with mentees, and training mentors.
SMART Discharge Protocol
The SMART Discharge Protocol (Signs, Medications, Appointments, Results, and Talk with me) was developed to improve care for patients and families and to improve the discharge process. The tools include the SMART Discharge Checklist for patients and families, FAQs for health care staff and clinicians about implementing the SMART Discharge Protocol, a presentation, and a self-learning packet.
Always Events Blueprint for Action and Always Events Healthcare Solutions Book
These tools guide organizations in creating a more person- and family-centered culture through the development and implementation of Always Events, defined as aspects of the patient experience that are so important to patients and families that health care providers should always get them right.
A Patient Directs His Own Care
Christian Farman wanted to manage his own dialysis. His unusual request was met with an unusual response from his nurse: “Yes, how shall we start?” Thanks to them, nearly 60 percent of the hospital’s dialysis patients are now managing their own treatments.
Profiles in Improvement: Martha Hayward, IHI Lead, Public and Patient Engagement
WIHI: Always Events: Raising Expectations for Patient Experience
September 8, 2011 | This program discusses what the Picker Institute calls "Always Events," activities and processes that should routinely be part of patient care and the patient and family experience, to ensure optimal communication, discharge, handoffs, transitions, health literacy, and more.
WIHI: Primary Care's (New) Pressures and Possibilities
March 17, 2011 | New and improved primary care models are considered ground zero for a system that’s better coordinated, integrated, and efficient.
WIHI: Health Care’s Newest Improvers: Patient and Family Advisors
March 10, 2011 | Learn how to develop and support Patient and Family Advisory Councils at your organization, what makes for an effective council, and how to create clear guidelines and expectations.
Visionary leadership for enhanced care: Bifocals (or even trifocals) recommended to see improvements in care design
Delivering the visionary leadership needed for transformative improvement requires new ways of seeing.
Science of Improvement: Forming the Team
Teams working on improving a process should be composed of members familiar with all the different parts of the process.
Science of Improvement: How to Improve
The fundamentals of improvement in health care: the Model for Improvement, setting aims, forming teams, establishing measures, and selecting and testing changes.