Issue link: https://nebusinessmedia.uberflip.com/i/751983
6 The Greater Hartford Health Care Resource Guide • 2016 – 2017 Patient-Centered Care CT hospitals focus on 'customer' service to enhance patient experience, care The transformation from a fee-for-service model to more of a value-based model has healthcare systems dis- secting their organizations to improve patient outcomes, which some studies suggest improve with patient-cen- tered care. So what is patient-centered care? An influential report 15 years ago from the Institute of Medicine, "Crossing the Quality Chasm," defined it as "providing care that is respectful of and responsive to individual patient preferences, needs and values, and ensuring that patient values guide all clinical decisions," citing it as one of six aims for quality health care. The other aims: that health care be safe, effective, efficient, equitable and timely. Asked how he would define patient-centered care, John Rodis, president of St. Francis Hospital and Medical Center, said: "… I think it's really looking at the entire experience that we provide with patients from a 360 point of view and do what is in their best interest as opposed to our best interest. It shouldn't be doctor-cen- tered care or hospital-centered care, it should be patient-centered care. In other words, what makes the most sense to the patient, give them the access, the information, the high-quality care that they deserve, that's most convenient for them whenever possible." Connecticut hospitals and care centers demonstrate patient-centered care in varying ways and degrees, some following established models and guidelines set by an international membership organization, others incorpo- rating patient-centeredness in their own meaningful ways. Regional hospitals' reflections of patient-centered- ness include tastefully designed facilities meant to feel warm and open, not sterile and scary; easy and open access to patient medical records; emphasis on patient and family education; arranging referral appointments for patients; combining multiple services under one roof to improve convenience; same-day results and follow-up consultations on tests like mammograms; immediate referral access to behavioral health staff; contacting patients at home to ensure they're following treatment protocols; and appointment availabilities before and after work. While patient-centered efforts take different forms, all hospital executives interviewed for this story say they've seen care and cost benefits emerge from their initiatives. Implementing patient-centered care through- out the industry is a work in progress, said Dr. James Cardon, CEO of Integrated Care Partners and chief clin- ical integration officer at Hartford HealthCare. "In health care, my own view is, being a provider for a long time, it was very much not focused on patients," Cardon said. "The bar is pretty low at the moment in terms of trying to make that experience improved." For one, access to care had to change in the industry, he said. "How many times did patients walk in to see me and say, 'Oh I'm so thankful you're able to see me, I've only waited a month,' " he said. "It was embarrass- ing. I don't think there's anybody in the world who said that was a good idea." Rodis also has seen the pendulum swing toward a patient-centric focus. While primarily an administrator, he's also a medical doctor, "so I guess I could say this: I would say most health care for the last 75 years has been more centered around our schedules … and not really being sensitive to patients' lives and patients' schedules." P atient-centered care is a term heard a lot in health care these days as the industry grapples with seismic chang- es in how health care is evaluated and providers compensated. P H O T O S / C O U R T E S Y BY JOHN STEARNS jstearns@HartfordBusiness.com The Center for Cancer Care lobby at Griffin Hospital in Derby (left) reflects the hospital's focus on a peaceful, comforting environment that promotes healing and wellness. Similarly, Griffin's inpatient psychiatry unit has a residential-style kitchen (right) that seeks to provide a safe, peaceful environment for patients to reduce anxiety.