Healthcare News & Insights

Hospital shares 10 steps to patient-centered care

Last year, Mountain States Healthcare Alliance (MSHA) received the 2012 National Quality Healthcare Award from the National Quality Forum (NAF). The award is given to an “exemplary healthcare organization” that has achieved a number of quality focused goals and achievements. MSHA’s major achievement was providing patient-centered care and achieving better outcomes at lower costs.

MSHA is a 13-hospital integrated healthcare deliver system, based in Johnson City, TN. It’s  commitment to excellence and quality is apparent in its dedication to providing patient-centered care.

The alliance was recognized for implementing a set of 10 patient-centered care guiding principles that put the patient first in every aspect of care.

10 patient-centered care guiding principles

1. All team members are considered caregivers. No matter what role staff play at MSHA, they’re all considered part of patients’ care experience, whether they’re part of the housekeeping staff or the CEO. New people are trained on this and employees get awarded for demonstrating patient-centered care principles.

2. Care is based on continuous healing relationships. This principle reminds staff that the focus is placed on the “continuum” of care and not “episodes” of care.

3. The patient is the source of control. At the core of the guidelines is making patients the source of control for their care. To do this all the other principles need to be followed so there’s transparency and an environment of shared information where a patient can focus on healing.

4. Care is customized and reflects patient needs, values and choices. This principle recognizes that each patient is different and has his or her own unique needs and preferences. But it doesn’t only apply to individualized care. MSHA also focuses on the patient’s environment and what he or she needs to be comfortable.

5. Families and friends of the patient are considered an essential part of the care team. Families support patients emotionally and physically. They can help patients remember instruction and also communicate for patients who are in pain or are scared.

6. Care is provided in a healing environment of comfort and support. MSHA has focused on the patient when it comes to creating a healing environment. They offer music, healing gardens, soothing color schemes, pet therapy programs and rooms that smell of lavender or baked cookies.

7. Knowledge and information are freely shared among care team and the patient. In order to have an authentic patient-centered care environment, everyone on the team has to know the patient’s status and care plan, and be part of the decision-making process.

8. Transparency is the rule in the care of the patient. This principle guarantees that providers must be upfront and honest with patients about their care so patients can make informed decisions. MSHA takes transparency seriously. It even posts its quality and safety performance on its website.

9. Patient safety is a visible priority. The best way to demonstrate MSHA’s commitment to patient care is by making patient safety a top priority. It implements policies and procedures to enforce patient safety best practices.

10. All caregivers cooperate with one another through a common focus on the best interests and personal goals of the patient. Everything at MSHA is done through the patient’s perspective. Evening billing is approached from this perspective so staff work to make billing easy to understand for patients.

Subscribe Today

Get the latest and greatest healthcare news and insights delivered to your inbox.