Realizing Patient-Centered Care: Putting Patients in the Center, Not the Middle

Steiger, Nancy J.; Balog, Agnes
June 2010
Frontiers of Health Services Management;Summer2010, Vol. 26 Issue 4, p15
In these challenging times, healthcare executives must make difficult decisions when setting goals and allocating resources within their organizations. Patient-centered care means putting the patient in the center, not in the middle. Hospitals should view the world through the patient's eyes and organize care around the patient. Investing in patient-centered care as an expression of mission, vision, and values is the right thing to do and has the potential to increase patient volumes and revenue. Realizing patient-centered care requires shared understanding, top leadership that can own and embrace the vision, engaged caregivers, and involved patients. There is an undeniable element of customer service in patient-centered care: Lessons from the retail industry can take us beyond merely meeting expectations to exceeding them.


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