Acknowledgements

The Editors

The Contributors

Prologue

Foreword

Introduction: Patient-Centered Care Goes Global

PART ONE: PATIENT-CENTERED CARE AS A FUNDAMENTAL STRATEGY FOR ACHIEVING HIGH QUALITY, HIGH VALUE CARE

Chapter One: The Patient-Centered Care Value Equation (Patrick A. Charmel, Susan Stone and Dan Otero)

Chapter Two: Defining and Measuring Patient-Centered Quality (Sara Guastello, Marcel Snijders, Róisín Boland and Paula Wilson)

PART TWO: CHALLENGES AND SOLUTIONS IN PATIENT-CENTERED CARE

Chapter Three: Compassion in Action (Belinda Dewar and Susan B. Frampton)

Chapter Four: Words that Work: Patient-Centered Physician Communication (Dorothea Wild)

Chapter Five: Activating Patients through Access to Information (Patrick A. Charmel and Sara Guastello)

Chapter Six: Healing Partnerships: The Role of Family in Patient-Centered Care (Susan B. Frampton, Jeanette Michalak and Sara Guastello)

Chapter Seven: Healing Environment: Architecture and Design Conducive to Health (Randall L. Carter and Lisa Platt)

PART THREE: ACTIVATING STAKEHOLDERS TO CREATE ORGANIZATIONAL CHANGE

Chapter Eight: Creating Lasting Organizational Change: Turning Hopes into Reality (Jim van den Beuken and Lucie Dumas)

Chapter Nine: Culture Change and the Employee Experience (Lucie Dumas and Marie-Claude Poulin)

Chapter Ten: Partnering with Patients and Families to Improve Quality and Safety (Edward Kelley, Dennis S. O’Leary, Richard E. Hanke, Susan B. Frampton, Nittita Prasopa-Plaizier, and Anna Lee)

Chapter Eleven: The Role of Physicians in Patient-Centered Care (Catherine Crock, John T. Findley, Steven F. Horowitz, K.J. Lee, and Anna W.J. Omtzigt)

Chapter Twelve: Working Together to Create a Patient-Centered Continuum of Care (Michelle Bowman, Sylvie Doiron, Deborah Felsenthal, Joep P. Koch, Marci Nielsen, and Heidi Ruis)