PATIENT CENTERED
CARE
Patient centered care is care that is designed and delivered around the needs and preferences of the patient. The Institute of Medicine's 2001 seminal report Crossing the Quality Chasm, identified patient- centeredness as an essential foundation for quality and patient safety. Sounds obvious, but until recently, it was largely out of reach.
Today, patient centered care is in the forefront of every health care leader's mind, as payment models have evolved to incent improvement in the patient healthcare experience.
Patient satisfaction surveys such as the CAHPS, examine those aspects of the healthcare experience that mean the most to the patient, such as communication and timely access to both care and information.
Pharos' Tel-Assurance platform plays a key role in facilitating patient-centered care delivery. In addition to automating the capture of key patient satisfaction data for providers, Tel-Assurance gives patients:
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Daily access to their care team, no matter where the patient is located
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Self-care support and confidence, tools and skills
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Access to information about their care and treatment
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Preference sensitive interaction around language, location, preferred technology interface, and time of day
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And increased satisfaction and loyalty to their care providers
"When you involve patients and families more in the process ... it goes a long way [toward preventing a readmission]. We also embrace ... the next step in the transition into the continuum of care. We stay connected with the patient when they leave the hospital." - Jerry Arndt, SVP and CFO, Gundersen Lutheran Health System
IOM's Crossing the Quality Chasm
Building Patient-Centeredness in the Real World: The Engaged Patient and the Accountable Care Organization
