Reinventing the Patient Experience: Strategies for Hospital Leaders
Jon B. Christianson, PhD, Michael D. Finch, PhD, Barbara Findlay, RN, Wayne B. Jonas, MD, Christine Goertz Choate, DC, PhD
Softcover: 188 pages
Health Administration Press
ACHE Management Series
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The emerging age of consumerism in healthcare is forcing hospitals to reexamine their traditional practices and provide greater sensitivity and responsiveness to patient preferences. Conventional customer service training is no longer enough.
Are you proud of the patient experience your hospital provides?
Are you confident that your hospital is the provider of choice in your community?
Does your hospital provide the experience you would want for your family members or friends if they were hospitalized?
Reinventing the Patient Experience provides the advice and inspiration you need to make significant changes in the way your patients experience care in your hospital.
Recommended by the American College of Healthcare Executives, this book draws lessons from the experiences of hospitals considered innovators in patient-centered care. This diverse group of organizations illustrates how integrating “high touch” and “high tech” care is possible at hospitals of all types and sizes. You will learn what strategies they put in place, what barriers they faced, how they moved past roadblocks, and what their keys to success were.
Leaders from these pioneering organizations share how they tackled various implementation and operational issues in the areas of physical environment, nursing services, complementary therapies, spirituality, leadership, and sustainability. Explore these four components of patient-focused care:
- Designing facilities to minimize stress, support family involvement, and remove physical barriers between nurses and patients
- Emphasizing a personalized relationship between nurses and patients, with more “hands-on” care provided by nurses at the bedside
- Increasing the availability and use of complementary therapies in an inpatient setting to meet the general increase in patient demand for these therapies
- Moving beyond the traditional role of the hospital chaplain and training hospital staff to provide spiritual support for patients and family members
Jon B. Christianson, PhD, holds his doctorate in economics from the University of Wisconsin–Madison and is currently the James A. Hamilton Chair in Health Policy and Management in the School of Public Health, University of Minnesota. His research interests include health insurance, employer initiatives in healthcare, healthcare markets, pay for performance, organizational change in healthcare, and the translation of evidence-based medicine into practice. Professor Christianson has authored or coauthored seven books and more than 150 articles and book chapters. He serves on the editorial boards of several journals, including Health Affairs and Medical Care Research and Review.
Michael D. Finch, PhD, received his degree in sociology from the University of Minnesota. After 14 years on the faculty of the Division of Health Services Research and Policy at the University of Minnesota, he left to become Director of Research Programs for UnitedHealth Group. He is currently a Senior Fellow at the Samueli Institute and a member of the graduate faculty at the University of Minnesota and has appointments in the Carlson School of Management, the School of Public Health, and the Department of Sociology. Dr. Finch is widely known for his work on the cost, quality, and financing of healthcare in the public and private market and is nationally recognized as an expert in research methods and evaluation. He has received and worked on dozens of federally sponsored grants and contracts, including the Health Care Financing Administration’s National Post Acute Care Project, the Second Generation Social HMO Demonstration, the National Institute of Mental Health–funded Youth Development Survey, and the National Institute for Aging–funded Evaluation of the Medicaid Demonstration. His most recent research includes a study on the effects of surgical volume on outcomes in hospitals, an assessment of guideline performance for diabetes, the cost and financing of end-of-life care, and an evaluation of the Hospital Consumer Assessment of Health Providers and Systems (HCAHPS) survey.
Barbara Findlay, RN, is vice president of the Optimal Healing Environments Program at the Samueli Institute. From 1997 to 2003, she was with the Tzu Chi Institute for Complementary and Alternative Medicine in Vancouver, British Columbia, where she served as coordinator for Clinical Research and Professional Practice and then executive director. Between 2003 and 2005, she held a senior leadership position with the BC NurseLine, a British Columbia Ministry of Health telenursing initiative. This experience provided a valuable opportunity to consider the role of enabling technology in meeting the health needs of Canadians in the context of healthcare reform. Ms. Findlay’s early professional background includes more than 20 years as a staff nurse in a variety of clinical settings, including inner-city emergency departments, and as an educator for patients and health professionals in a community hospital setting. She received her diploma in general nursing (RN) from British Columbia Institute of Technology and her bachelor of science degree in nursing from the University of British Columbia. A frequent presenter on the issues surrounding integrative healthcare, she has been an active participant in Health Canada’s consultation process surrounding integrative healthcare in Canada and has coauthored a number of reports and peer-reviewed articles on this topic.
Wayne B. Jonas, MD, is president and chief executive officer of the Samueli Institute, a not-for-profit medical research organization supporting the scientific investigation of healing processes and their application in health and disease. He is a widely published scientific investigator, a practicing family physician, and an associate professor at the Uniformed Services University of the Health Sciences. Additionally, Dr. Jonas is a retired lieutenant colonel in the Medical Corps of the United States Army. Dr. Jonas was the director of the Office of Alternative Medicine at the National Institutes of Health from 1995 to 1998, and prior to that he served as the director of the Medical Research Fellowship at the Walter Reed Army Institute of Research. He is a Fellow of the American Academy of Family Physicians.
Christine Goertz Choate, DC, PhD, received her doctorate in health services research, policy, and administration from the University of Minnesota and her doctor of chiropractic degree from Northwestern Health Sciences University. She is currently executive director of the Palmer Center for Chiropractic Research and president of the Choate Group LLC, a research and communication strategies consulting firm. Dr. Choate is also on the faculty at the Uniformed Services University of the Health Sciences. Her professional experience includes tenures as deputy director of the Samueli Institute and as a program official at the National Institutes of Health. She is the author of numerous scientific publications in journals such as the Journal of the American Medical Association, Annals of Internal Medicine, and Controlled Clinical Trials and is on the editorial board of several peer-reviewed journals. Dr. Choate has served as president of the Bethesda Chapter of the Association for Women in Science and chair of the Chiropractic Health Care Section of the American Public Health Association (APHA). She is a member of the APHA Action Board and the 2006 recipient of the American Chiropractic Association's Researcher of the Year Award.
Founded in 1933, the American College of Healthcare Executives is an international professional society of 30,000 healthcare executives who lead our nation's hospitals, healthcare systems, and other healthcare organizations. ACHE's publishing division, Health Administration Press, is one of the largest publishers of books and journals on all aspects of health services management.
Health Administration Press is a division of the Foundation of the American College of Healthcare Executives (ACHE). ACHE is an international professional society of 30,000 healthcare executives who lead our nation's hospitals, healthcare systems, and other healthcare organizations. ACHE is known for its prestigious credentialing and educational programs and its annual Congress on Healthcare Management, which draws more than 4,000 participants each year. ACHE is also known for its magazine, Healthcare Executive, as well as its groundbreaking research and career development and public policy programs. Through such efforts, ACHE works toward its goal of being the premier professional society for healthcare leaders by providing exceptional value to its members.
Founded in 1972 with support from the W. K. Kellogg Foundation, Health Administration Press has grown from a small office on the campus of the University of Michigan to one of the largest publishers of books and journals on all aspects of health services management, including textbooks for use in college and university courses.
(information from the publisher)
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