Improving the patient experience through a comprehensive performance framework to evaluate excellence in person-centred care

[摘要] Background Person-centred care (PCC) is nowrecognised as an important component of healthcarequality. However, a lack of consensus of its most criticalelements and absence of a global measure of personcentredness has limited the ability to evaluate the impactof implementation.Aim Introduce a measurable construct for PCC thatyields improvement in quality, patient loyalty and staffengagement.Methods Informed by scientific evidence and the voicesof patients, families and healthcare professionals, thePerson-Centered Care Certification Programme wasdeveloped as a comprehensive measure of PCC (PersonCentered Care Certification is a registered trademark ofPlanetree Registered in the US Patent and TrademarkOffice). Ten years after its development, the programmewas redesigned to offer a more complete evaluativeframework to focus organisations’ PCC efforts andbetter understand their impact. Drawing on the NationalAcademy of Medicine’s Guiding Framework for Patientand Family Engaged Care, five drivers for excellencewere identified that delineate the critical inputs requiredto create and maintain a culture of PCC. Aligned withinthe drivers are 26 interventions that connect staff topurpose, promote partnership with patients and families,engage individuals in care and promote continuouslearning. A multimethod evaluation approach assesseshow effectively these PCC strategies have beenexecuted within the organisation and to understand theirimpact on the human experience of care.Results The Person-Centered Care CertificationProgramme is associated with improvementsin patient experience, patient loyalty and staffengagement.Conclusion The structured Certification frameworkcan help organisations identify PCC improvementopportunities, guide their implementation efforts, andbetter understand the impact on patient and staffoutcomes. Tested in cultures around the world andacross the care continuum, the framework has proveneffective in converting PCC into a definable, measurableand attainable goal. This paper outlines how theprogramme was designed, the measurable benefitsderived by organisations and lessons learnt through theprocess.

[学科分类] 药学