AHRQ Innovations Exchange | Organization-Wide Adoption of Patient- and Family-Centered Care Leads to Consistently High Levels of Patient Satisfaction

Organization-Wide Adoption of Patient- and Family-Centered Care Leads to Consistently High Levels of Patient Satisfaction

Snapshot
SummaryOver the past 10 years, Bronson Methodist Hospital has engaged in a process of organizational change to focus its culture on service excellence, with a particular emphasis on encouraging the provision of patient- and family-centered care. The ultimate goal is to meet or exceed the needs and expectations of patients and family members and to improve outcomes. To that end, core policies, philosophies, and processes have been adapted to focus on the patient/family rather than on staff or physicians, to operationalize patient- and family-centered care on a daily basis. The focus has led to consistently high levels of patient satisfaction, including their involvement in the care process and staff engagement.
Evidence Rating
Suggestive: The evidence consists of post-implementation evaluations of patient satisfaction and staff impressions of the value of the training.


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AHRQ Innovations Exchange | Organization-Wide Adoption of Patient- and Family-Centered Care Leads to Consistently High Levels of Patient Satisfaction