Patient-Centered Care

1. Patient-Centered Care Diana Gonzalez Merisa Akuszewski Azusa Pacific University

2. Objectives • Definition • Eight Dimensions • Essentials of Patient-Centered Care • Communication • Teamwork • Service Quality • Patient-Centered Care Outcomes • Facilitators & Barriers

3. Defining Patient-Centered Care “Patient centered care is care based on a partnership between the patient, their families, and the health care provider that is focused on the patient’s values, preferences, and needs” Boykins, D. (2014). Core Communication Competencies in Patient-Centered Care. ABNF Journal, 25(2), 40-45.

4. Defining Patient-Centered Care • Care is individualized and customized • Cultural competency • Patient advocacy • Patients and families, not clinicians, have control over health care decisions. • Patient Autonomy Hughes, R. (2011). Overview and summary: Patient-centered care: Challenges and rewards. The Online Journal of Issues in Nursing,16 (2). McCance, T., McCormack, B., Dewing, J. (2011).An exploration of person-centredness in practice. The Online Journal of Issues in Nursing, 16 (2) Manuscript 1.

5. http://www.nationalresearch.com/products-and-solutions/patient-and-family-experience/eight-dimensions-of-patient-centered-care/http://www.nationalresearch.com/products-and-solutions/patient-and-family-experience/eight-dimensions-of-patient-centered-care/

6. Communication • Therapeutic Communication • Nursing Students • Barriers to Communication • Interprofessional Collaboration • SBAR • Huddles Boykins, D. (2014). Core Communication Competencies in Patient-Centered Care. ABNF Journal, 25(2), 40-45.

7. Teamwork • Partnership between patient and caregivers • Shared-decision making • Multidisciplinary collaboration needed to provide personalized care Ignatavicius, D. & Worman, L. (2013). Medical-Surgical Nursing: Patient-Centered Collaborative Care. (7th ed.). St. Louis, Mo: Saunders Elsevier.

8. Service Quality • Dimensions • Gaps in Service • Patient Expectation vs. Nurse Perception Gap • Nurse and nursing administrator perceptions vs. Patient centered care standards gap • Patient Satisfaction • Surveys, HCAP’s Dabney, B., & Huey-Ming, T. (2013). Service Quality and Patient-Centered Care. MEDSURG Nursing, 22(6), 359-364.

9. Patient-Centered Care Leads to... • Better outcomes • Safer environment • Fewer medical and medication errors • Fewer patient falls • Lower cost • Decreased length of stay • Increased patient satisfaction (Bertakis & Azari, 2011; Grumbach & Grundy, 2010; Oshima Lee & Emanuel, 2013)

10. Facilitators & Barriers to Patient- Centered Care Key Organizational-Level Facilitators: • Strong, committed senior leadership • Communication of strategic vision • Engagement of patients and families • Sustained focus on employee satisfaction • Regular measurement and feedback reporting • Adequate resourcing for care delivery redesign • Building staff capacity to support delivering patient-centered care • Accountability and incentives • Culture that is strongly supportive of change and learning Barriers: • Attitudes of healthcare professionals • Time needed to implement changes (Luxford, Safran, & Delbanco, 2011)

11. References • Bertakis, K. & Azari, R. (2011). Patient-centered care is associated with decreased health care utilization. Journal of American Board of Family Medicine, 34(3), 229-239. doi: 10.3122/jabfm.2011.03.100170 • Boykins, D. (2014). Core Communication Competencies in Patient-Centered Care. ABNF Journal, 25(2), 40-45. Retrieved from: http://web.b.ebscohost.com/ehost/detail?vid=6&sid=86ab2aa1-ef3d-45e6-9022-89a0ff2d6533%40sessionmgr111&hid=120&bdata=JnNpdGU9ZWhvc3QtbGl2ZQ%3d%3d#db=rzh&AN=2012546038 • Dabney, B., & Huey-Ming, T. (2013). Service Quality and Patient-Centered Care. MEDSURG Nursing, 22(6), 359-364. http://web.b.ebscohost.com/ehost/detail?vid=6&sid=86ab2aa1-ef3d-45e6-9022-89a0ff2d6533%40sessionmgr111&hid=120&bdata=JnNpdGU9ZWhvc3QtbGl2ZQ%3d%3d#db=rzh&AN=2012416250 • Grumbach, K. & Grundy, P. (2010). Outcomes of implementing patient centered medical home interventions: A review of the evidence from prospective evaluation studies in the United States. Patient Centered Primary Care Collaborative, 1-16. Retrieved from: http://forwww.pcpcc.net/files/evidence_outcomes_in_pcmh_2010.pdf • Hughes, R. (2011). Overview and summary: Patient-centered care: Challenges and rewards. The Online Journal of Issues in Nursing,16 (2). • Ignatavicius, D. & Worman, L. (2013). Medical-Surgical Nursing: Patient-Centered Collaborative Care. (7th ed.). St. Louis, Mo: Saunders Elsevier. • Luxford, K., Safran, D. & Delbanco, T. (2011). Promoting patient-centered care: A qualitative study of facilitators and barriers in healthcare organizations with a reputation for improving the patient experience. International Journal for Quality in Health Care, 23(5), 510-515. Retrieved from: http://intqhc.oxfordjournals.org/content/23/5/510.full.pdf+html • McCance, T., McCormack, B., Dewing, J. (2011).An exploration of person-centredness in practice. The Online Journal of Issues in Nursing, 16 (2) Manuscript 1. • Oshima Lee, E. & Emanuel, E. (2013). Shared decision making to improve care and reduce costs. New England Journal of Medicine, 368 (1), 6-8. doi:10.1056/NEJMp1209500 Retrieved from http://www.nejm.org/doi/full/10.1056/NEJMp1209500