I’ve long been surprised that Planetree.org is not better known by everyone who talks about patient-centered care, patient engagement, etc. I attended one of their webcasts in April and wrote about a great booklet they discussed.
I’m taking the liberty of pasting in here an item from their latest e-newsletter, because it illustrates how they think and how things unfold as a result.
Listening to the Patient Voice
How It’s Done at Platte Valley Medical Center
Including patients and families in the development of a truly patient-centered care experience formally took shape at Platte Valley Medical Center in 2008 with the formation of the hospital’s community focus group. Staff from clinical and non-clinical departments volunteer and are trained to participate in an interactive process to listen and respond to patients’ feedback through quarterly care-centered interviews. To date, we have completed eight sessions. Testimonies are then used to assist with critical problem solving, program development, and measure successes. Concrete action steps, developed with the patient and family, are used for house-wide staff training. Through a video presentation and newsletter, entitled The Patients’ Voice, hospital staff is invited to “Munch and Learn” sessions to hear patients’ stories and apply what they learn to their daily work.
Lessons Learned from our [...] continue the story