Scanning the Headlines: Patient Centeredness

                                                        

 Updated on April 7, 2014

Click here for Patient Centered Archive Bibliography

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Links to full-text articles are provided where available.
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Cheney, C.  Payers detail strategies that drive consumer satisfaction.  HealthLeaders Media.  March 13, 2014.  http://www.healthleadersmedia.com/page-1/HEP-301903/Payers-Detail-Strategies-That-Drive-Consumer-Satisfaction

NPSF Lucian Leape Institute Roundtable on Consumer Engagement in Patient Safety. Safety Is Personal: Partnering With Patients and Families for the Safest Care.  Boston, MA: National Patient Safety Foundation; March 2014. http://www.npsf.org/about-us/lucian-leape-institute-at-npsf/lli-reports-and-statements/safety-is-personal-partnering-with-patients-and-families-for-the-safest-care/

Quality Field Notes: Engaging Patients Improves Health and Health Care. Robert Wood Johnson Foundation, Feb. 28, 2014. http://www.rwjf.org/en/research-publications/find-rwjf-research/2014/02/quality-field-notes--engaging-patients-improves-health-and-healt.html

Your not-so-secret weapon to transform care.  H&HN.  Feb. 11, 2014.  http://www.hhnmag.com/display/HHN-news-article.dhtml?dcrPath=/templatedata/HF_Common/NewsArticle/data/HHN/Magazine/2014/Feb/fea-patient-engagement

Wolf, J.  Patient experience about much more than smiles.  Jan. 22, 2014.  http://www.hospitalimpact.org/index.php/2014/01/22/patient_experience_smiles

Frampton, S.  Sharing the treatment decisions.  H&HN Daily.  Jan. 16, 2014.  http://www.hhnmag.com/display/HHN-news-article.dhtml?dcrPath=/templatedata/HF_Common/NewsArticle/data/HHN/Daily/2014/Jan/011614-frampton-planetree&utm_source=Daily&utm_medium=email&utm_campaign=general

Clark, C.  NFP groups release CA patient experience rankings.  HealthLeaders Media.  Jan. 9, 2014.  http://www.healthleadersmedia.com/content/QUA-299811/NFP-Groups-Releases-CA-Patient-Experience-Rankings

Walker, J., and others.  The road toward fully transparent medical records.  New England Journal of Medicine.  370:6-8, Jan. 2, 2014.  http://www.nejm.org/doi/full/10.1056/NEJMp1310132

Berger, Z., and others.  Promoting engagement by patients and families to reduce adverse events in acute care settings:  a systematic review.  BMJ Quality & Safety.  Dec. 13, 2013.  http://qualitysafety.bmj.com/content/early/2014/01/16/bmjqs-2012-001769

Sullivan, K.  Doctors who share information could improve patients' satisfaction.  FierceHealthcare.  Nov. 8, 2013.  http://www.fiercehealthcare.com/story/doctors-who-share-information-could-improve-patients-satisfaction/2013-11-08

Clark, C.  Doctors in residency fail tests of common courtesy.  HealthLeaders Media.  Oct. 24, 2013.  http://www.healthleadersmedia.com/print/PHY-297682/Doctors-in-Residency-Fail-Tests-of-Common-Courtesy

Eagle, A.  Deluxe redux lodgelike replacement facility promotes patient-centered care.  HFM Magazine.  Oct. 10, 2013.  http://www.hfmmagazine.com/hfmmagazine/jsp/articledisplay.jsp?dcrpath=HFMMAGAZINE/Article/data/10OCT2013/1013HFM_CoverStory&domain=HFMMAGAZINE

Robeznieks, A.  Finding their way home: despite mixed evidence, providers and payers are adopting patient-centered medical homes to improve health and cut costs.  Modern Healthcare;43(40):6-7, 18-19, Oct. 7, 2013. 

Accenture Consumer Survey on Patient Engagement -- United States Research Recap.  Chicago:  Accenture, Oct. 2, 2013.  http://www.accenture.com/us-en/Pages/insight-accenture-consumer-survey-patient-engagement-united-states-summary.aspx

Porter, M.E., and Lee, T.H.  The strategy that will fix health care: providers must lead the way in making value the overarching goal.  Harvard Business Review;91(10):50-64, 66, 68, 70, Oct. 2013. 

Diamond, F.  UnitedHealthcare says patient engagement pays off.  Managed Care;22(9):45, Sept. 2013.

Lorenzi, N.  Favorable response: nurse call systems evolve to boost patient satisfaction.  Health Facilities Management;26(9):51-55, Sept. 2013. 

Carbone, L.  Getting : clued in to the patient experience yields bottom-line results.  Becker’s Hospital Review.  Aug. 22, 2013.   http://www.beckershospitalreview.com/quality/getting-clued-in-to-the-patient-experience-yields-bottom-line-results.html

Rodak, S.  Top 51 hospitals patients would definitely recommend.  Becker’s Hospital Review.  Aug. 20, 2013.  http://www.beckershospitalreview.com/lists/top-51-hospitals-patients-would-definitely-recommend.html

Barr, P.  David Feinberg: UCLA does right for the patient even if wrong for the business.  Hospital & Health Networks.   Aug. 19, 2013.  http://www.hhnmag.com/hhnmag/HHNDaily/HHNDailyDisplay.dhtml?id=8250008879

Patient experience beyond HCAHPS: care coordination and cultural transformation.  HealthLeaders Media.  Aug. 2013.  http://content.hcpro.com/pdf/content/294786.pdf

Vaidya, A.  Keeping the patient at the center: Q&A with Beaumont Health System CEO Gene Michalski.  Becker’s Hospital Review;2013(8):14, Aug. 2013. 

Fellow, J.  New approaches to patient experience.  HealthLeaders;16(6):10-14, 16, 19-20, 22, 24, July-Aug. 2013.

Zeis, M.  Patient experience and cultural transformation.  HealthLeaders;16(6):29-31, July-Aug. 2013.

Gwin, K.R.  Net promoter score: driving beyond patient satisfaction to loyalty.  Spectrum, July-Aug. 2013. 

Gregg, H.  Study: patient access to EHRs leads to better engagement, experience.  Becker’s Hospital Review.  July 19, 2013.  http://www.beckershospitalreview.com/healthcare-information-technology/study-patient-access-to-ehrs-leads-to-better-engagement-experience.html

Rodak, S.  Study: most patient complaints cite lack of patient-centered care.  Becker’s Hospital Review.  July 3, 2013.  http://www.beckershospitalreview.com/quality/study-most-patient-complaints-cite-lack-of-patient-centered-care.html

Boland, J.  Rising above the competition by reengineering the patient experience.  Becker’s Hospital Review.  July 2, 2013.  http://www.beckershospitalreview.com/hospital-management-administration/rising-above-the-competition-by-reengineering-the-patient-experience.html

Kaplan, G.S.  Pursuing the perfect patient experience.  Frontiers of Health Services Management;29(3):17-27, Spring 2013. 

Rodak, S.  16 Benefits of healthcare organization’s cultural competence.  Becker’s Hospital Review.  June 25, 2013.  http://www.beckershospitalreview.com/strategic-planning/16-benefits-of-healthcare-organizations-cultural-competence.html

Morrissey, J.  The engaged patient.  H&HN. Hospitals & Health Networks . 87(6):gatefold insert, June 2013.

Clinical team leaders provide added heft in driving improvements, moving toward a patient-centered approach.  ED Management;26(6):65-67, June 2013. 

Physician-initiated follow-up contact improves patient satisfaction, provides opportunities to improve care.  ED Management;26(6):61-65, June 2013. 

To improve the patient experience, focus on team development first.  ED Management;26(6):67-68, June 2013.

Call to action: 5 ways to develop a path to pricing transparency.  hfm.  67(6):52, June 2013. 

Culbertson, R.  Ethics in clinical research.  Healthcare Executive.  28(3):60-61, May-June 2013. 

Clarke, P., and Milner, M. W.  Post-discharge calls and improved satisfaction.  Healthcare Executive.  28(3):62, 64-65, May-June 2013. 

Hernandez, S.E., and others.  Patient-centered innovation in health care organizations: a conceptual framework and case study application.  Health Care Management Review;38(2):166-175, Apr.-June 2013. 

DiGioia, A.M., and others.  Integrating patient- and family-centered care with health policy: four proposed policy approaches.  Quality Management in Health Care;22(2):137-145, Apr.-June 2013. 

Rodak, S.   57 Hospitals with the best physician communication.  Becker’s Hospital Review.  May 30, 2013.  http://www.beckershospitalreview.com/lists/57-hospitals-with-the-best-physician-communication.html

Chu, B.  Transforming care delivery: doctors, patients, families acting as a team can lead to improved healthcare.  Modern Healthcare;43(21):26, May 27, 2013. 

Rodak, S.  4 Steps to move from good to great patient experience.  Beckers Hospital Review.  May 06, 2013.  http://www.beckershospitalreview.com/quality/4-steps-to-move-from-qgoodq-to-qgreatq-patient-experience.html

Merlino, J.I., and Raman, A.  Health care’s service fanatics: how the Cleveland Clinic leaped to the top of patient-satisfaction surveys.  Harvard Business Review;91(5):108-116, May 2013.  http://hbr.org/2013/05/health-cares-service-fanatics/ar/1

Butcher, L.  Giving the patient a say: no, really.  H&HN. Hospitals & Health Networks;87(5):26-31, May 2013. 

Sturm, A., and Tiedemann, F.  Developing a consumer pricing strategy.  hfm.  67(5):104-108, May 2013. 

Merlino, J.I., and Raman, A.  Health care’s service fanatics: how the Cleveland Clinic leaped to the top of patient-satisfaction surveys.  Harvard Business Review;91(5):108-116, May 2013.

Goldbach, P.D.  Power to the patient: shared decision-making improves care and reduces costs.  Modern Healthcare;43(14):21, Apr. 8, 2013. 

Bardach, N., and others.  The relationship between commercial website ratings and traditional hospital performance measures in the USA.  Quality Safety BMJ.  Apr. 4, 2013.  http://qualitysafety.bmj.com/content/22/3/194.full.pdf+html

Engelberg Center for Health Reform. Bending the curve - person-centered health care reform: a framework for improving care and slowing health care cost growth. Brookings Institution, Apr. 2013. http://www.brookings.edu/~/media/Research/Files/Reports/2013/04/person%20centered%20health%20care%20reform/person_centered_health_care_reform.pdf

Green, D., and Lang, B.  5 ways to reduce noise levels in patient care areas.  Healthcare Financial Management.  67(4):32, Apr. 2013. 

Myers, M.  Wooing patients with technology.  Healthcare Financial Management.  67(4):46-48, 50, Apr. 2013.

Lewis, G., and others.  How health systems could avert ‘triple fail’ events that are harmful, are costly, and result in poor patient satisfaction.  Health Affairs;32(4):669-676, Apr. 2013. 

Farris, D.  Patient, family satisfaction improve outcomes.  Health Progress;94(2):44-48, Mar.-Apr. 2013. 

Philippe, M.  Employee engagement and patient satisfaction go hand in hand.  Spectrum:6-7, Mar.-Apr. 2013. 

Michael, M., and others.  Improving wait times and patient satisfaction in primary care.  Journal for Healthcare Quality;35(2):50-60, Mar./Apr. 2013. 

Raven, E.R., and Tine, L.A.  Patient satisfaction in imaging services.  Radiology Management;35(2):50-55, Mar.-Apr. 2013.

Commins, J.  AHA objects to new patient experience surveys.  HealthLeaders Media.  Mar. 28, 2013.  http://www.healthleadersmedia.com/page-1/LED-290600/AHA-Objects-to-New-Patient-Experience-Surveys

Selby, J.  Creating patient-centered care.  Hospitals & Health Networks.  Mar. 25, 2013.  (video).  http://www.hhnmag.com/hhnmag/HHNDaily/HHNDailyDisplay.dhtml?id=740007472

Rodak, S.   3 Steps to move toward patient-centered end of life care.  Beckers Hospital Review.  Mar. 21, 2013.  http://www.beckershospitalreview.com/quality/3-steps-to-move-toward-patient-centered-end-of-life-care.html  

Aiello, M.  Stop ignoring online review and rating sites.  HealthLeaders Media.  Mar. 20, 2013.  http://www.healthleadersmedia.com/page-1/MAR-290324/Stop-Ignoring-Online-Review-and-Rating-Sites

Faber, M., and others.  Survey of 5 european countries suggests that more elements of patient centered medical homes could improve primary care.  Health Affairs.  Mar.  19, 2013.  http://content.healthaffairs.org/content/early/2013/03/19/hlthaff.2012.0184  

Gamble, M.  6 mistakes hospitals make in patient satisfaction efforts.  Becker's Hospital Review.  Mar. 7, 2013.  http://www.beckershospitalreview.com/hospital-management-administration/6-mistakes-hospitals-make-in-patient-satisfaction-efforts.html

Engaging Patients in Improving Ambulatory Care.  Princeton, NJ:  Robert Wood Johnson Foundation.  Mar. 6, 2013.  http://www.rwjf.org/en/research-publications/find-rwjf-research/2013/03/engaging-patients-in-improving-ambulatory-care.html

Ter Maat,S.  Patient experience is next measurement in value-based care.  American Medical News.  Mar. 4, 2013.  http://www.amednews.com/article/20130304/business/130309987/4/

Gans, D. N.  The price of patient-centered care.  MGMA Connexion.  13(3):23-24, Mar. 2013. 

Putting patients at the center.  H&HN. Hospitals & Health Networks . 87(3):32-33, Mar. 2013.

Hyden, M.  Talk the talk: investing in patient compliance means addressing communication problems.  MGMA Connexion.  13(3):26-30, Mar. 2013. 

Grimshaw, H.  A matter of perspective: how patients’ fears affect care.  MGMA Connexion.  13(3):38-42, Mar. 2013.

Chen, P.  Getting patients to think about costs.  NY Times.com.  Feb. 21, 2013.  http://well.blogs.nytimes.com/2013/02/21/getting-patients-to-think-about-costs/

Physicians Perform Poorly in Understanding Patient Values Before Recommending Care.  Washington, DC:  Wiser Together.  Feb. 20, 2013.  http://www.wisertogether.com/news/2013/02/20/pcci/

Rodak,S.  Top 58 hospitals patients rated 9 or 10 in HCAHPS.  Beckers Hospital Review.  Feb. 19, 2013.  http://www.beckershospitalreview.com/lists/top-58-hospitals-patients-rated-9-or-10-in-hcahps.html

Patient Engagement People Actively Involved in their Health and Health Care Tend to  Have Better Outcomes and Some Evidence Suggests Lower Costs.  Princeton,  NJ:  Robert Wood Johnson Foundation.  Feb. 14, 2013.  http://healthaffairs.org/healthpolicybriefs/brief_pdfs/healthpolicybrief_86.pdf

Timian, A., and others.  Do patients “like” good care? measuring hospital quality via facebook.  American Journal of Medical Quality.  Feb. 1, 2013.  http://ajm.sagepub.com/content/early/2013/01/31/1062860612474839.full.pdf+html

Bernabeo, E., and Holmboe, E.S.  Patients, providers, and systems need to acquire a specific set of competencies to achieve truly patient-centered care.  Health Affairs;32(2):250-258, Feb. 2013. 

Blumenthal-Barby, J.S., and others.  Decision aids: when ‘nudging’ patients to make a particular choice is more ethical than balanced, nondirective content.  Health Affairs;32(2):303-310, Feb. 2013. 

Carman, K.L., and others.  Patient and family engagement: a framework for understanding the elements and developing interventions and policies.  Health Affairs;32(2):223-231, Feb. 2013. 

Cosgrove, D.M., and others.  Ten strategies to lower costs, improve quality, and engage patients: the view from leading health system CEOs.  Health Affairs;32(2):321-327, Feb. 2013. 

Courneya, P.T., Palattao, K.J., and Gallagher, J.M.  HealthPartners’ online clinic for simple conditions delivers savings of $88 per episode and high patient approval.  Health Affairs;32(2):385-392, Feb. 2013. 

Danis, M., and Solomon, M.  Providers, payers, the community, and patients are all obliged to get patient activation and engagement ethically right.  Health Affairs;32(2):401-407, Feb. 2013. 

Fleurence, R., and others.  How the Patient-Centered Outcomes Research Institute is engaging patients and others in shaping its research agenda.  Health Affairs;32(2):38, Feb. 2013. 

Han, E., and others.  Survey shows that fewer than a third of patient-centered medical home practices engage patients in quality improvement.  Health Affairs;32(2):303-310, Feb. 2013. 

Hibbard, J.H., Greene, J., and Overton, V.  Patients with lower activation associated with higher costs: delivery systems should know their patients’’ ‘scores.’  Health Affairs;32(2):368-375, Feb. 2013. 

Hibbard, J.H., and Greene, J.  What the evidence shows about patient activation: better health outcomes and care experiences.  Health Affairs;32(2):207-214, Feb. 2013. 

King, J., and Moulton, B.  Group Health’s participation in a shared decision-making demonstration yielded lessons, such as role of culture change.  Health Affairs;32(2):357-367, Feb. 2013. 

Koh, H.K., and others.  A proposed ‘health literature care model’ would constitute a systems approach to improving patients’ engagement in care.  Health Affairs;32(2):303-310, Feb. 2013. 

Legare, F., and Witteman, H.O.  Shared decision making: examining key elements and barriers to adoption into routine clinical practice.  Health Affairs;32(2):276-284, Feb. 2013. 

Lin, G.A., and others.  An effort to spread decision aids in five California primary care practices yielded low distribution, highlighting hurdles.  Health Affairs;32(2):311-320, Feb. 2013. 

Nease, R.F., and others.  Choice architecture is a better strategy than engaging patients to spur behavior change.  Health Affairs;32(2):242-249, Feb. 2013. 

Ricciardi, L., and others.  A national action plan to support consumer engagement via e-health.  Health Affairs;32(2):376-384, Feb. 2013. 

Rodak, S.  Population health management is a two-way street: encouraging patient engagement.  Becker’s Clinical Quality & Infection Control;2013(1):21, Feb. 2013. 

Roseman, D., and others.  Early lessons from four ‘aligning forces for quality’ communities bolster the case for patient –centered care.  Health Affairs;32(2):232-241, Feb. 2013. 

Shi, L., and others.  Reducing disparities in access to primary care and patient satisfaction with care: the role of health centers.  Journal of Health Care for the Poor and Underserved;24(1):56-66, Feb. 2013. 

10 guiding principles for patient-centered care.  Becker’s Clinical Quality & Infection Control;2013(1):1, 9, Feb. 2013. 

Veroff, D., Marr, A., and Wennberg, D.E.  Enhanced support for shared decision making reduced costs of care for patients with preference-sensitive conditions.  Health Affairs;32(2):285-293, Feb. 2013.

Yegian, J.M., and others.  Engaged patients will need comparative physician-level quality data and information about their out-of-pocket costs.  Health Affairs;32(2):328-337, Feb. 2013.

Bernabeo, E., and Holmboe, E.S.  Patients, providers, and systems need to acquire a specific set of competencies to achieve truly patient-centered care.  Health Affairs . 32(2):250-258, Feb. 2013. 

Blumenthal-Barby, J.S., and others.  Decision aids: when ‘nudging’ patients to make a particular choice is more ethical than balanced, nondirective content.  Health Affairs . 32(2):303-310, Feb. 2013. 

Carman, K.L., and others.  Patient and family engagement: a framework for understanding the elements and developing interventions and policies.  Health Affairs . 32(2):223-231, Feb. 2013.

Cosgrove, D.M., and others.  Ten strategies to lower costs, improve quality, and engage patients: the view from leading health system CEOs.  Health Affairs . 32(2):321-327, Feb. 2013. 

Danis, M., and Solomon, M.  Providers, payers, the community, and patients are all obliged to get patient activation and engagement ethically right.  Health Affairs . 32(2):401-407, Feb. 2013. 

Fleurence, R., and others.  How the Patient-Centered Outcomes Research Institute is engaging patients and others in shaping its research agenda.  Health Affairs . 32(2):393-400, Feb. 2013. 

Friedberg, M.W., and others.  A demonstration of shared decision making in primary care highlights barriers to adoption and potential remedies.  Health Affairs . 32(2):268-275, Feb. 2013. 

Han, E., and others.  Survey shows that fewer than a third of patient-centered medical home practices engage patients in quality improvement.  Health Affairs . 32(2):368-375, Feb. 2013. 

King, J., and Moulton, B.  Group Health’s participation in a shared decision-making demonstration yielded lessons, such as role of culture change.  Health Affairs . 32(2):294-302, Feb. 2013. 

Koh, H.K., and others.  A proposed ‘health literate care model’ would constitute a systems approach to improving patients’ engagement in care.  Health Affairs . 32(2):357-367, Feb. 2013.

 Legare, F., and Witteman, H.O.  Shared decision making: examining key elements and barriers to adoption into routine clinical practice.  Health Affairs . 32(2):276-284, Feb. 2013.

 Lin, G.A., and others.  An effort to spread decision aids in five California primary care practices yielded low distribution, highlighting hurdles.  Health Affairs . 32(2):31-320, Feb. 2013. 

Nease, R.F., and others.  Choice architecture is a better strategy than engaging patients to spur behavior change.  Health Affairs . 32(2):242-249, Feb. 2013.

Ricciardi, L., and others.  A national action plan to support consumer engagement via e-health.  Health Affairs . 32(2):376-384, Feb. 2013. 

Roseman, D., and others.  Early lessons from four ‘aligning forces for quality’ communities bolster the case for patient-centered care.  Health Affairs . 32(2):232-241, Feb. 2013.

Tai-Seale, M., Foo, P.K., and Stults, C.D.  Patients with mental health needs are engaged in asking questions, but physicians’ responses vary.  Health Affairs . 32(2):285-293, Feb. 2013. 

Veroff, D., Marr, A., and Wennberg, D.E.  Enhanced support for shared decision making reduced costs of care for patients with preference-sensitive conditions.  Health Affairs . 32(2):223-231, Feb. 2013. 

Yegian, J.M., and others.  Engaged patients will need comparative physician-level quality data and information about their out-of-pocket costs.  Health Affairs . 32(2):328-337, Feb. 2013.

Patient-centered transfer process for patients admitted through the ED boosts satisfaction, improves safety.  ED Management;25(2):17-20, Feb. 2013.

Squazzo, J. D.  Palliative care: impact on quality and cost.  Healthcare Executive.  28(1):26-28, 30, 32, 34, 36, 38, Jan./Feb. 2013. 

Scott, G.  The six elements of customer service.  Healthcare Executive.  28(1):64-67, Jan./Feb. 2013. 

Rodak, S.  Renewing the human connection in heathcare to enhance patient experience.  Beckers Hospital Review.  Jan. 24, 2013.  http://www.beckershospitalreview.com/quality/renewing-the-human-connection-in-healthcare-to-enhance-patient-experience.html

Deaver, B., and Winston, G.  Unified vision + right culture = improved HCAHPS.  H&HN.  Jan 24, 2013.  http://www.hhnmag.com/hhnmag/HHNDaily/HHNDailyDisplay.dhtml?id=1310008685  

Baird, K.  Taking service excellence from smile lessons to core strategy.  Beckers Hospital Review.  Jan. 17, 2013.  http://www.beckershospitalreview.com/hospital-management-administration/taking-service-excellence-from-smile-lessons-to-core-strategy.html

Rodak, S.  Improving HCAHPS scores alone is not the answer: hospitals need a patient-centric foundation.  Beckers Hospital Review.  Jan. 07, 2013.  http://www.beckershospitalreview.com/quality/improving-hcahps-scores-alone-is-not-the-answer-hospitals-need-a-patient-centric-foundation.html

Chu, B., and others.  Engaging Health Care Users:  A Framework for Healthy Individuals and Communities.  Chicago:  American Hospital Association, Jan. 2013.  http://www.aha.org/research/cor/content/engaging_health_care_users.pdf 

Sinaiko, A. D., and others.  The experience of Massachusetts shows that consumers will need help in navigating insurance exchanges.  Health Affairs.  32(1):78-86, Jan. 2013.

Gans, D. N.  Patient-centered care.  MGMA Connexion.  13(1):44-45, Jan. 2013. 

Tempesco, J.  Close the clinical communications loop in 4 steps.  MGMA Connexion.  13(1):52-55, Jan. 2013.  

Ashley, L.B., and others.  Our patients expect more (and so do we): it’s time to rethink patient satisfaction.  Healthcare Quarterly;16(2):31-35, 2013.

Garr, B., and Wolf, J.  Voices of the Future Student Perspectives on the Patient Experience.  Bedford, TX:  The Beryl Institute.  2013.  http://c.ymcdn.com/sites/www.theberylinstitute.org/resource/resmgr/white_papers/voices_of_the_future.pdf

Leopold, C.  Does patient satisfaction equal better health?  Significance Magazine.  2013.  http://www.significancemagazine.org/details/webexclusive/2569231/Does-patient-satisfaction-equal-better-health.html 

Working for Quality.  2013 Annual Progress Report to Congress.  Rockville, MD:  Agency for Healthcare Research and Quality.  2013.   http://www.ahrq.gov/workingforquality/nqs/nqs2013annlrpt.htm

Morgan, S.A., and Agee, N.H.  Mobile healthcare.  Frontiers of Health Services Management;29(2):3-10, Winter 2012. 

Martinez, F.  Developing a full-cycle mHealth strategy.  Frontiers of Health Services Management;29(2):11-20, Winter 2012. 

Walton, G.  Mobile healthcare is here, more changes to come.  Frontiers of Health Services Management;29(2):21-27, Winter 2012. 

Pierce, N.  Keeping up with a fast-moving target: mHealth.  Frontiers of Health Services Management;29(2):28-32, Winter 2012. 

Levin, D.  mHealth: promise and pitfalls.  Frontiers of Health Services Management;29(2):33-39, Winter 2012.

Butcher, L.  A different kind of medical home.  H&HN. Hospitals & Health Networks;86(12):43-45, Dec. 2012.

Shugarman, L.  The SCAN foundation's framework for advancing integrated person-centered care.  Health Affairs.  31(12):2821-2825, Dec. 2012.  http://content.healthaffairs.org/content/31/12/2821.abstract?etoc

Carlin, C.S., and others.  Chronic illness and patient satisfaction.  HSR. Health Services Research;47(6):2250-2272, Dec. 2012.

Martsolf, G.R., and others.  The patient-centered medical home and patient experience.  HSR. Health Services Research;47(6):2273-2295, Dec. 2012.

Cliff, B.  Patient-centered care: the role of healthcare leadership.  Journal of Healthcare Management;57(6):381-383, Nov./Dec. 2012.

Bisognano, M.  Patient-centered leadership: more than a score.  Healthcare Executive;27(6):70, 72, 74, Nov./Dec. 2012.

Cheung-Larivee, K.  Patient satisfaction pressures may prompt unnessary care.  FireceHealthcare.  Nov. 27, 2012.  http://www.fiercehealthcare.com/story/patient-satisfaction-pressures-may-prompt-unnecessary-care/2012-11-27?utm_source=rss&utm_medium=rss

Pioneering the patient-partnered hospital.  Hospital News.  Nov. 8, 2012.  http://www.hospitalnews.com/pioneering-the-patient-partnered-hospital/

Kaldy, J.  Providers find ways to enable choice: attitudes are shifting in an age of person-centered care.  Provider;38(11):23-26, 30, 33, 35, Nov. 2012.

Dillon, H.A., McDonald, S., and Jonus, I.  Steamplicity: an innovative meal system that delivers.  Healthcare Management Forum;25(35, Suppl.):s20-s28, Fall 2012.

Gold, J.  For patients, what a difference a note makes.  Capsules Kaiser Health News.  Oct. 2, 2012.  http://capsules.kaiserhealthnews.org/index.php/2012/10/for-patients-what-a-difference-a-note-makes/

Elliott, V.  Patients describe what they consider good customer service.  American Medical News.  Oct. 1, 2012.  http://www.ama-assn.org/amednews/2012/10/01/bisa1001.htm

Cliff, B.  Using technology to enhance patient-centered care.  Journal of Healthcare Management;57(5):301-303, Sept./Oct. 2012. 

Welty, E., and others.  Patient satisfaction among Spanish-speaking patients in a public health setting.  Journal for Healthcare Quality;34(5):31-38, Sept.-Oct. 2012.

Gardner, E.  Where everyone is a caregiver.  Modern Healthcare;42(37):25-26, 28, Sept. 10, 2012.

Thurston, T.  The patient of the future.  Healthcare Design.  Sept. 5, 2012.  http://www.healthcaredesignmagazine.com/blogs/bsa-lifestructures/patient-future

Gans, D.N.  Walking the walk on patient-centered care.  MGMA Connexion;12(8):23-25, Sept. 2012.

Plaisance, N.H.  Out to lunch? Patient-centered practices provide more access.  MGMA Connexion;12(8):46-47, Sept. 2012.

Achieving Person-Centered Care: The Five Pillars of System Transformation.  Long Beach, CA:  The Scan Foundation.  No.7. Sept. 2012.   http://www.thescanfoundation.org/achieving-person-centered-care-five-pillars-system-transformation

Sorra, J., and others.  Exploring relationships between patient safety culture and patients’ assessments of hospital care.  Journal of Patient Safety;8(3):131-139, Sept. 2012. 

Cantlupe, J.  How one hospital works wot win over patients.  HealthLeaders Media.  Aug. 30, 2012.  http://www.healthleadersmedia.com/content/LED-283934/How-One-Hospital-Works-to-Win-Over-Patients##

Cantlupe, J.  Doctor's challenge:  Boost patient satisfaction, maintain clinical excellence.  HealthLeaders Media.  Aug. 30, 2012.  http://www.healthleadersmedia.com/content/PHY-283936/Doctors-Challenge-Boost-Patient-Satisfaction-Maintain-Clinical-Excellence##

Trew, M., Nettleton, S., and Flemons, W.  Harm to Healing - Partnering with Patients Who Have Been Harmed.  Candian:  CPSI ICSP, Aug. 2012.  http://www.patientsafetyinstitute.ca/English/research/commissionedResearch/HarmtoHealing/Documents/Harm%20to%20Healing.pdf

Zeis, M.  Patient experience and HCAHPS:  Little consensus on a top priority.  HealthLeaders Media.  Aug. 2012.  http://content.hcpro.com/pdf/content/282893.pdf

Cliff, B.  Patient-centered care and community engagement.  Journal of Healthcare Management;57(4):234-243, July/Aug. 2012.

Needham, B.R.  The truth about patient experience: what we can learn from other industries, and how three Ps can improve health outcomes, strengthen brands, and delight customers.  Journal of Healthcare Management;57(4):255-263, July/Aug. 2012.

Otani, K., Waterman B., and Dunagan, W.C.  Patient satisfaction: how patient health conditions influence their satisfaction.  Journal of Healthcare Management;57(4):276-293, July/Aug. 2012. 

Health Research Institute. Customer experience in healthcare: the moment of truth. PricewaterhouseCoopers, July 2012.  http://www.pwc.com/us/en/health-industries/publications/health-care-customer-experience.jhtml

Stickler, J.F.  Patient-centered care: a healthcare reform imperative and a hospital design opportunity.  HERD. Health Environments Research & Design Journal;5(2):24-28, Winter 2012.

Quan, X, Joseph, A., and Ensign, J.C.  Impact of imaging room environment: staff job stress and satisfaction, patient satisfaction, and willingness to recommend.  HERD. Health Environments Research & Design Journal;5(2):61-79, Winter 2012.

Raasch, J., and Peisert, K.  Empowering patient- centered care across the continuum.  Healthcare Executive;27(4):64-66, July/Aug. 2012.

Lean-driven improvements slash wait times, drive up patient satisfaction scores.  ED Management;24(7):79-81, July 2012. 

Joshi, M.  Patient-centered leadership and front-line quality improvement.  H&HN.  June 28, 2012. http://www.hhnmag.com/hhnmag/HHNDaily/HHNDailyDisplay.dhtml?id=1970001868

Meinke, J.  A family-centric approach to rounding.  H&HN Daily.  June 25, 2012.  http://www.hhnmag.com/hhnmag/HHNDaily/HHNDailyDisplay.dhtml?id=4070007455

Spiegelman, P.  Examing the crossroads of culture, engagement and patient satisfaction.  Becker's Hospital Review.  June 8, 2012. http://www.beckershospitalreview.com/hospital-management-administration/examining-the-crossroads-of-culture-engagement-and-patient-satisfaction.html

Spoerl, B.  6 in an era of consumer-driven healthcare.  Beckers Hospital Review.  June 6, 2012.  http://www.beckershospitalreview.com/strategic-planning/6-trends-in-an-era-of-consumer-driven-healthcare.html

Scott, J.  Utilizing AIDET and other tools to increase patient satisfaction scores.  Radiology Management;34(3):29-35, May/June 2012.

Cunningham, L.  Calculating the return on investment of great service to patients and employees.  StuderGroup, May 16, 2012.  http://www.studergroup.com/thoughts/archive/calculating_roi.dot

Guide to Patient and Family Engagement.  Rockville, MD:  Agency for Healthcare Research and Quality.  May 2012.  http://www.ahrq.gov/qual/ptfamilyscan/

Patient Safety and Satisfaction: The State of American Hospitals. HealthGrades, May 2012.  https://www.cpmhealthgrades.com/CPM/assets/File/HealthGradesPatientSafetySatisfactionReport2012.pdf

Kelley, T.  ‘Population-based,’ meet ‘patient-centered.’  Managed Care;21(5):16-20, May 2012.

Crawford, M.  Empowered patients are here to stay.  Health Progress;93(2):19-23, Mar.-Apr. 2012.  http://www.chausa.org/subjectindex.aspx?year=2012

Drinan, T.  Medical home model for improved patient care.  Health Progress;93(2):25-29, Mar.-Apr. 2012.  http://www.chausa.org/subjectindex.aspx?year=2012

Haycock, C.  Patient-family councils make the difference.  Health Progress;93(2):7-11, Mar.-Apr. 2012.  http://www.chausa.org/subjectindex.aspx?year=2012

Segal, B.A., and Hodges, M.  Care across cultures: does every patient need to know?  Health Progress;93(2):31-35, Mar.-Apr. 2012.  http://www.chausa.org/subjectindex.aspx?year=2012

Twaddle, M.  Teamwork: the new way.  Health Progress;93(2):13-17, Mar.-Apr. 2012.  http://www.chausa.org/subjectindex.aspx?year=2012

Health Care Leader Action Guide to Effectively Using HCAHPS. Health Research & Educational Trust/American Hospital Association, Mar. 2012.  http://www.hpoe.org/resources-and-tools/resources/HCAHPS%20effective%20use.pdf

Putre, L.  Rooms with a view: trauma surgeon transforms a rooftop into a garden paradise and gives patients a healing environment.  H&HN. Hospitals & Health Networks;86(3):63, Mar. 2012.  http://www.hhnmag.com/hhnmag_app/jsp/articledisplay.jsp?dcrpath=HHNMAG/Article/data/03MAR2012/0312HHN_Scope_Extramile&domain=HHNMAG

Larkin, H.  The patient-centered medical home.  Trustee;65(3):17-20, Mar. 2012. 

Hibbard, J.H., and others.  An experiment shows that a well-designed report on costs and quality can help consumers choose high-value health care.  Health Affairs;31(3):560-568, Mar. 2012.

Sinaiko, A.D., Eastman, D., and Rosenthal, M.B.  How report cards on physicians, physician groups, and hospitals can have greater impact on consumer choices.  Health Affairs;31(3):602-611, Mar. 2012.

Caramanica, L.  Focus on future patient care delivery.  Voice of Nursing Leadership;10(2):1, 22, Mar. 2012.

Kazley, A.S., and others.  Is electronic health record use associated with patient satisfaction in hospitals?  Health Care Management Review;37(1):23-30, Jan.-Mar. 2012.

Alemi, F, and others.  Feasibility of real-time satisfaction surveys through automated analysis of patients’ unstructured comments and sentiments.  Quality Management in Health Care;21(1):9-19, Jan.-Mar. 2012.

Clark, C.  Hospital HCAHPS scores beat expectations.  HealthLeaders Media.  Feb. 3, 2012.  http://www.healthleadersmedia.com/content/QUA-276127/Hospital-HCAHPS-Scores-Beat-Expectations

Early Evidence on the Patient-Centered Medical Home.  Rockville, MD:  Agency for Healthcare and Quality, Feb. 2012.  http://pcmh.ahrq.gov/portal/server.pt/gateway/PTARGS_0_11787_957210_0_0_18/Early%20Evidence%20on%20the%20PCMH%202%2028%2012.pdf

 Ossoff, R.H., and Thomason, C.D.  The role of the physician in patient satisfaction.  Journal of Health Care Compliance. 14(1):57-58, 72, Jan.-Feb. 2012.

Watson, A.  A return to patient-focused care.  H&HN.  Jan. 31, 2012.  http://www.hhnmag.com/hhnmag/HHNDaily/HHNDailyDisplay.dhtml?id=4740007348

Rickett, J.  Patient-centered care:  What it means and how to get there.  Health Affairs Blog.  Jan. 24, 2012.  http://healthaffairs.org/blog/2012/01/24/patient-centered-care-what-it-means-and-how-to-get-there/

Meill, A., and Ericson, G. The Trouble with Treating Patients as Consumers. Harvard Business Review Blog Network, Jan. 9, 2012.  http://blogs.hbr.org/cs/2012/01/the_trouble_with_treating_pati.html

Feister, A.  What “patient-centered care” requires in serious cultural conflict.  Academic Medicine;87(1):20-24, Jan. 2012.

Impact analysis value-based purchasing facing the HCAHPS hurdle.  Healthleaders Media.  2012.  http://www.healthleadersmedia.com/sponsor/get-pdf.cfm?pdf=275699

Abd Manaf, N.H., Mohd, D., and Abdullah, K.  Development and validation of patient satisfaction instrument.  Leadership in Health Services;25(1):27-38, 2012. 

HCAHPS® Results Released for April 2010 Through March 2011.  South Bend, IN:  Press Ganey Assoc Inc., 2012.  http://www.pressganey.com/researchResources/governmentInitiatives/HCAHPS/updates/HCAHPSResultsReleasedforApril2010ThroughMarch2011.aspx

Balik, B.  Patient-and Family-Centredness:  Growing a Sustainable Culture.  Healthcare Quarterly.  15(Special)10-12, 2012.  http://www.longwoods.com/content/23154 

Adamson, K., and others.  Understanding the patients’ perspective of emotional support to significantly improve overall patient satisfaction.  Healthcare Quarterly;15(4):63-69, 2012.

 

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