Person-Centered Care

​​​​​​​Person-Centered Care

​​See how your peers surpassed challenges using improvement methods. Choose from 175+ sessions to attend, organized through 10 topics that are vital to the improvement of care.

​The Person-Centered Care topic track is dedicated to putting people, patients, and care partners at the heart of every decision to improve care.​


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Sessions at the IHI National Forum can fill to capacity. Register and select your sessions today to avoid disappointment.
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Conference Sessions
Dece​m​ber 10–11​

EmPATHic Innovations: Patients Solve Your Problems
​A25, B25​
Human-centered design (HCD) is used to create products and services that match user’s needs.
This session will provide an overview of basic principles of HCD. Participants will practice one tool in small groups: rapid prototyping with real patient-generated solutions. Then participants will demonstrate what they have learned by selecting where HCD tools fit in Lean, Total Quality Management, Six Sigma, and other frameworks.
The Role of Primary Care in Accountable Care Organizations
Accountable Care Organizations can be quite complex, and not all are achieving the desired reductions in cost while improving quality and the personal experience of care. At Southcentral Foundation (SCF), an Alaska Native customer-owned and managed system that runs the two-time Baldrige award-winning Nuka System of Care, the answer has been a highly capable primary care system that brings almost everything to the individual and family through integration and co-location.
This session will show how SCF’s entire system has become a true ‘learning organization’ with insatiable curiosity and innovation aligned with the deeply embedded corporate culture built from a customer-driven design.
Better Results WITH People with Lived Experience
How can we be more person-centered in our work? How will we measure success? 
This interactive session, co-led by people with lived experience and practitioners from the SCALE Initiative of 100 Million Healthier Lives, will provide a framework and practical toolkit for a variety of health and health care settings.
Using an equity lens and real-world examples, this session will help participants examine their organizations’ efforts and offer opportunities to try methods to engage community members, improve outcomes, and reduce inequities.
Design Ideal Experiences with Focused Care Centers
D04, E04
In order to improve quality and to deliver value along with volume, a systems approach is required to create an exceptional experience for patients. By seeing the entire episode of care through the patient’s eyes and identifying the people and places that they encounter through their journey, a Hospital Within a Hospital (HWH) and Focused Care Centers (FCC) can be built.
In this session, hear outpatient, inpatient, surgical and diagnostic testing-based examples from the UPMC Bone and Joint Center of how to create, maintain and spread a standardized care model without sacrificing quality or cost.
Scaling Communication and Resolution Programs
D26, E26
Communication, Apology, and Resolution Programs (CRPs) are comprehensive, principled, and systematic programs to prevent and respond to adverse events. An effectively implemented CRP can improve patient respect, promote learning, and build support for providers who have been involved with a medical error.
The leaders of this session  will share the rationale for undertaking this CRP initiative, share the metrics to augment the spread of ​CRPs, present a CRP Implementation and Improvement guide, and discuss intended use of these tools.
Navigating Opioid Crisis: Journey Maps & Relationships​
D34, E34
Improving access to treatments and support through interconnected services and programs is much more effective than simply telling people to prescribe less.
In this session, you will hear two case examples of how primary care is working to address this critical challenge. It will begin with the BC Patient Safety & Quality Council’s recent journey of mapping current treatment options and support for people with substance use concerns in primary care settings. Participants will also hear from South Central Foundation, an Alaska Native customer-owned health care system that has employed a whole fabric of programs and services to meet this complicated challenge
Equity in Access to Palliative Care
One component of persistent inequity in access for minority populations is the lack of palliative care teams in many safety net hospitals. The IHI Test of Respect (TOR) tool measures care that respects a person's values and goals. In a safety net hospital in an area with a racially segregated, largely African American population, a retrospective review of deaths of patients from the area found higher average TOR scores among patients who had seen a palliative care team member.​
Co-Designing to Empower Family Caregivers
D11, E11​
Caregivers are at risk for stress, anxiety, social isolation, and declines in physical and mental health. Telehealth provides a unique opportunity to meet their needs. Using multi-phase human-centered design (HCD), we gathered perspectives of caregivers, patients, clinicians, and administrators and co-created solutions. We designed a telehealth ecosystem to better connect caregivers, patients, and the care team. We will share HCD principles and our roadmap for integrating telehealth into inpatient and post-hospitalization care delivery.

​​Pre-Conference Workshops & Excursions
Dece​m​ber 8–9​

Sunday Half-Day Workshop
What Matters to You? Experience from 5 Countries
​In this highly interactive Workshop, you will explore the story of the rapidly growing ‘What matters to you?’ (#WMTY) movement. The WMTY approach has become an international movement for improvement and a way of reframing the relationship between caregivers and patients and families — as well as reconnecting staff with their original purpose as caregivers.

Sunday Half-Day Workshop
Practice of Respect: Find Out What It Means to You
Beyond physical harm, patients can also experience non-physical harms in the course of care, including negative impacts on emotions, trust, and therapeutic relationships that can have long-lasting consequences. To improve the quality and safety of care, organizations can strive to prevent such harms by pursuing a more reliable "practice of respect."

This Workshop will shine a light on non-physical harms and experiences of disrespect. Using a case-based approach and leveraging the Root Cause Analysis and Action (RCA2) framework and existing systems for assessing and tracking preventable harm, participants will practice identifying, analyzing, and constructively discussing such incidents.
Sunday Half-Day Workshop
Toward a Personalized Patient Experience: Approaches from Inside and Outside Health Care
 In 2018, the Institute for Healthcare Improvement partnered with NRC Health to develop models of “mass customization” for health care – providing relatively personalized services without overwhelming investments in new resources.

This Workshop will review the results of this research, which studied both out-of-industry organizations like Netflix and health care organizations like Novant Health in North Carolina to develop a detailed roadmap for organizations that aspire to effect mass customization.
Monday Excursion
Central Florida Zoo: Patient Care, Safety, and Engagement​
This Excursion will go "backstage" at the Central Florida Zoo, a community-based organization engaged in the care of very special "patients." Participants will learn key concepts from this non-health care setting that can be applied to staff and patients in their own work environments: preventative care techniques, community and staff engagement, efficient safety processes, and ways to stay competitive as a community facility with many large competitors nearby.
Monday Full-Day Workshop
Health Care Service Coproduction and Its Improvement: How Does It Work?​
In this workshop you will explore coproduction and its relation to healthcare improvement with examples from the vibrant international participants and presenters of the learning community, with methodologies, change ideas, measurement possibilities and results. Specifically, it will explore the coproduction learning cycle, a novel approach developed by the ICoHN: International Coproduction Health Network learning community, to describe the stages of an approach between healthcare providers and users to coproduce health.

Providing specific examples, context and research, The Beryl Institute will provide a perspective on where experience, satisfaction and coproduction intersect. Expect to have fun and to leave with ideas, connections and applications to your own work to take your coproduction to the next level.​

Monday Half-Day Workshop
Shared Decision Making; Knowledge to Implementation​
Shared Decision Making is a two-way relational process of helping people to reflect on and express their preferences based on their unique circumstances, expectations, beliefs, and values. Achieving effective Shared Decision Making in everyday clinical practice can be extremely challenging, but it is an essential component of person-centered care. This highly interactive and practical session aims to bring the theory of Shared Decision Making to life by exploring the context, tools, and challenges involved in its everyday implementation. Participants will learn and use practical tools, rooted in real world clinical encounters, to build measurable confidence and skill.
Monday Half-Day Workshop
Unlock WHAT MATTERS Most: Key to Older Adult Care​
Understanding what matters to older adults is key to best aligning the health care they receive in wellness, sickness, and end of life. Work with a focus on “What Matters” has evolved at IHI over the past several years in two different streams: the Age-Friendly initiative and Conversation Ready work.
Age-Friendly work focuses on improving care for older adults through the 4Ms Framework: What Matters, Medication, Mentation, and Mobility. Conversation Ready work focuses on making sure patients’ end-of-life care wishes are received, recorded, and respected, including by understanding who they want to serve as their proxies.