Forum Session

Calls for Patient-Centered Care: Physician and Hospital Response
October 22, 2010


Lisa Sprague, MBA


"Patient-centered" was identified by the Institute of Medicine as one of the key attributes of a high-quality health system in 2001. Many patients would attest that the design of much medical care puts the provider's convenience at the top of the list. Still, attempts are ongoing to measure and improve patient-centeredness at the level of physician practices, hospitals, and hospital systems. The HCAHPS (Hospital Consumer Assessment of Healthcare Providers and Systems) survey, which hospitals have been required to administer and report on in the Medicare program, has proved to be  a powerful means of assessing the patient experience of care. No similar standardized instrument exists for ambulatory care, though proponents of the patient-centered medical home are working to build measures of patient experience into the National Committee for Quality Assurance's recognition standards. Speakers at this Forum session described the long road toward patient-centeredness and the distance still to travel. They provided examples of practices and hospitals where committed leadership and culture change have been successful in putting the patient at the center of the care experience.


Dale Shaller, MPAff, Principal, Shaller Consulting Group; Susan Edgman-Levitan, Executive Director, John B. Stoecke Center for Primary Care Innovation, Massachusetts General Hospital; Anthony DiGioia, III, MD, Orthopaedic Surgeon, Magee-Womens Hospital

Slides from the presentations by Mr. Shaller, Ms. Edgman-Levitan, and Dr. DiGioia are available for download.

Related Materials

See also the October 1 Forum session, which featured the patient and family perspective.

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