| About the Author |
|
xix | |
| Introduction: The New Healthcare Way |
|
xxi | |
| Section I Patient First |
|
|
|
|
3 | (8) |
|
|
|
3 | (1) |
|
|
|
3 | (1) |
|
|
|
4 | (1) |
|
|
|
5 | (1) |
|
|
|
6 | (2) |
|
|
|
7 | (1) |
|
|
|
8 | (3) |
|
|
|
11 | (8) |
|
Key to Access Clinical Care |
|
|
11 | (4) |
|
|
|
13 | (1) |
|
|
|
14 | (1) |
|
Shortage of Practitioners |
|
|
15 | (1) |
|
|
|
16 | (3) |
|
3 Address Patients' Questions and Needs |
|
|
19 | (6) |
|
|
|
19 | (1) |
|
What Should Physicians Do? |
|
|
20 | (1) |
|
|
|
20 | (1) |
|
Listen Carefully without Interrupting |
|
|
21 | (1) |
|
|
|
21 | (1) |
|
Encourage Their Participation |
|
|
21 | (1) |
|
Investigate Clinical Issues or Complaints |
|
|
21 | (1) |
|
Full Physical Examination |
|
|
21 | (1) |
|
Make Assessments and Plan |
|
|
22 | (1) |
|
Engage Your Patients in Decision-Making |
|
|
22 | (1) |
|
|
|
22 | (1) |
|
|
|
22 | (1) |
|
Sharing Vision-Patient Participation |
|
|
22 | (1) |
|
|
|
23 | (1) |
|
Patient-Centered Communication |
|
|
24 | (1) |
|
|
|
24 | (1) |
|
4 Sharing the Vision of Care |
|
|
25 | (6) |
|
|
|
26 | (3) |
|
|
|
29 | (2) |
|
5 Meeting Patients' Expectations and Satisfaction |
|
|
31 | (8) |
|
|
|
32 | (1) |
|
|
|
32 | (1) |
|
|
|
32 | (1) |
|
Patients Expect Active Services |
|
|
33 | (1) |
|
|
|
34 | (1) |
|
Physician Professionalism |
|
|
35 | (1) |
|
|
|
36 | (1) |
|
|
|
37 | (1) |
|
|
|
37 | (2) |
|
6 Fear and Anxiety Relief: Family Care |
|
|
39 | (8) |
|
|
|
39 | (1) |
|
|
|
40 | (1) |
|
|
|
41 | (1) |
|
Chemistry between Family and Caregivers |
|
|
42 | (1) |
|
Aligning Providers and Family |
|
|
43 | (1) |
|
|
|
43 | (2) |
|
Concern over the Result of Illness |
|
|
44 | (1) |
|
|
|
45 | (2) |
|
|
|
47 | (8) |
|
Does Patient Engagement Work? |
|
|
47 | (1) |
|
Access to Medical Records |
|
|
48 | (1) |
|
|
|
48 | (1) |
|
|
|
49 | (1) |
|
|
|
50 | (1) |
|
|
|
51 | (4) |
| Section II Team Approach |
|
|
8 Building Team Approach and Communications |
|
|
55 | (8) |
|
Increasing Staff Satisfaction and Morale |
|
|
55 | (1) |
|
|
|
56 | (1) |
|
Where Does Patient Loyalty Come From? |
|
|
57 | (1) |
|
|
|
58 | (1) |
|
|
|
59 | (2) |
|
SBAR: Situation, Background, Assessment, Recommendation |
|
|
60 | (1) |
|
Communications between Healthcare Teams |
|
|
60 | (1) |
|
STICC: Situation Task Intent Concern Calibrate |
|
|
61 | (2) |
|
9 Common Ground with the Patients |
|
|
63 | (8) |
|
|
|
63 | (1) |
|
Better Quality Equals Better Care |
|
|
64 | (1) |
|
Explanation of Treatment Goals |
|
|
64 | (1) |
|
|
|
65 | (1) |
|
|
|
66 | (1) |
|
|
|
67 | (1) |
|
|
|
68 | (3) |
|
|
|
71 | (8) |
|
Where Does the Confusion Come From? |
|
|
72 | (1) |
|
|
|
72 | (1) |
|
|
|
73 | (1) |
|
Different Levels of Education |
|
|
73 | (1) |
|
|
|
74 | (1) |
|
|
|
74 | (1) |
|
Abusing the Healthcare System |
|
|
75 | (1) |
|
Patients Ruined for Other Patients |
|
|
75 | (2) |
|
|
|
77 | (2) |
|
11 Coordinating Patients' Participation |
|
|
79 | (8) |
|
|
|
79 | (1) |
|
|
|
80 | (1) |
|
|
|
80 | (1) |
|
Assurance to Each Step of the Way |
|
|
81 | (1) |
|
|
|
82 | (1) |
|
How to Invite Patients to Participate? |
|
|
83 | (1) |
|
|
|
84 | (3) |
|
|
|
87 | (6) |
|
|
|
87 | (3) |
|
Patient Utilization Ratio |
|
|
89 | (1) |
|
Preparation before the Visit |
|
|
90 | (2) |
|
|
|
91 | (1) |
|
|
|
92 | (1) |
|
13 Do Patients Want to Participate? |
|
|
93 | (8) |
|
|
|
93 | (1) |
|
Revolution in Approach: Do Patients Want to Participate? |
|
|
94 | (1) |
|
Patients Should Be Open to Criticism |
|
|
95 | (2) |
|
|
|
97 | (1) |
|
|
|
97 | (1) |
|
|
|
98 | (3) |
| Section III The True North |
|
|
14 Transparency and Honesty |
|
|
101 | (8) |
|
|
|
101 | (1) |
|
|
|
101 | (2) |
|
|
|
103 | (1) |
|
|
|
103 | (1) |
|
|
|
103 | (1) |
|
|
|
104 | (1) |
|
|
|
104 | (1) |
|
|
|
105 | (1) |
|
|
|
105 | (1) |
|
|
|
106 | (1) |
|
|
|
106 | (1) |
|
Transparency and Outcomes |
|
|
106 | (3) |
|
15 The True North Alignment |
|
|
109 | (6) |
|
Improving Patient Relationships |
|
|
109 | (1) |
|
Align Patients and Physicians |
|
|
110 | (1) |
|
|
|
110 | (1) |
|
|
|
111 | (2) |
|
|
|
113 | (2) |
|
|
|
113 | (2) |
|
|
|
115 | (8) |
|
Importance of Quality Values |
|
|
115 | (1) |
|
Importance of Quality Personnel |
|
|
116 | (1) |
|
|
|
116 | (1) |
|
|
|
117 | (1) |
|
|
|
117 | (1) |
|
Understanding Insurance Benefits |
|
|
117 | (1) |
|
|
|
118 | (1) |
|
|
|
118 | (1) |
|
|
|
119 | (1) |
|
Improving Clinical Outcomes |
|
|
119 | (1) |
|
|
|
119 | (1) |
|
|
|
120 | (1) |
|
|
|
121 | (2) |
|
17 Optimized Healthcare Services |
|
|
123 | (8) |
|
Individual Healthcare Needs |
|
|
123 | (1) |
|
Optimized Healthcare Services |
|
|
124 | (1) |
|
For Patients 125. Online Charts |
|
|
125 | (1) |
|
Update Notes and Information |
|
|
125 | (1) |
|
|
|
125 | (1) |
|
|
|
125 | (1) |
|
Avoid Unnecessary Visits to the Emergency Department (ED) |
|
|
126 | (1) |
|
|
|
126 | (1) |
|
Improves Cost-Effectiveness |
|
|
126 | (1) |
|
Better Patient Orientation |
|
|
126 | (1) |
|
Understanding Co-Payments |
|
|
126 | (1) |
|
|
|
126 | (1) |
|
Easy Referral to Other Physicians |
|
|
126 | (1) |
|
Optimize the Best Admission in the Best Hospitals |
|
|
127 | (1) |
|
|
|
127 | (1) |
|
|
|
127 | (1) |
|
The UK Policies as an Example |
|
|
128 | (1) |
|
|
|
128 | (3) |
|
|
|
131 | (6) |
|
Biophysical, Social, and Spiritual Model |
|
|
131 | (1) |
|
|
|
132 | (1) |
|
|
|
133 | (3) |
|
|
|
133 | (2) |
|
|
|
135 | (1) |
|
Transcendental Meditation |
|
|
135 | (1) |
|
|
|
136 | (1) |
|
|
|
137 | (8) |
|
A Technological Revolution |
|
|
137 | (1) |
|
|
|
138 | (1) |
|
|
|
138 | (1) |
|
|
|
138 | (1) |
|
|
|
139 | (1) |
|
|
|
139 | (1) |
|
|
|
139 | (1) |
|
|
|
139 | (1) |
|
|
|
140 | (1) |
|
|
|
140 | (1) |
|
|
|
140 | (1) |
|
|
|
140 | (2) |
|
Clarity of Plan of Action |
|
|
140 | (1) |
|
Ability of Retrospective Analysis |
|
|
141 | (1) |
|
No Missing Paper or Labeling |
|
|
141 | (1) |
|
Communicate with Another Provider |
|
|
141 | (1) |
|
For the Healthcare System |
|
|
142 | (1) |
|
Drive Physician to Do a Proper History and Physical |
|
|
142 | (1) |
|
Drive Physician to Ask Appropriate Questions |
|
|
142 | (1) |
|
Show Physician the Missing Puzzle |
|
|
142 | (1) |
|
Help Connect Dots with the System |
|
|
142 | (1) |
|
|
|
143 | (2) |
|
20 The Role of Technology and Telemedicine |
|
|
145 | (10) |
|
|
|
145 | (1) |
|
Keeping a Healthy Relationship |
|
|
146 | (1) |
|
|
|
146 | (1) |
|
Relationship through Technology |
|
|
146 | (2) |
|
|
|
148 | (1) |
|
|
|
148 | (1) |
|
|
|
149 | (1) |
|
What Are the Benefits of Telemedicine? |
|
|
150 | (1) |
|
How Can Technology Help Health Care? |
|
|
150 | (5) |
| Section IV Long-Term And Chronic Care |
|
|
21 Continuity of Patient Care and Advance Directives |
|
|
155 | (8) |
|
|
|
156 | (1) |
|
|
|
156 | (1) |
|
|
|
157 | (1) |
|
Critical Continuum of Care |
|
|
157 | (1) |
|
|
|
157 | (1) |
|
|
|
158 | (1) |
|
Life Support and Advance Directives |
|
|
159 | (1) |
|
Doctors' Fiduciary Relationship |
|
|
160 | (1) |
|
|
|
160 | (1) |
|
|
|
161 | (1) |
|
|
|
162 | (1) |
|
22 Involvement of Family Members and Caregivers |
|
|
163 | (6) |
|
|
|
163 | (1) |
|
|
|
164 | (1) |
|
|
|
164 | (1) |
|
|
|
165 | (1) |
|
|
|
166 | (1) |
|
|
|
166 | (1) |
|
|
|
167 | (1) |
|
|
|
167 | (2) |
|
|
|
169 | (8) |
|
|
|
169 | (1) |
|
|
|
170 | (1) |
|
Assistance with Activities and Daily Living Needs |
|
|
170 | (2) |
|
|
|
172 | (2) |
|
|
|
174 | (1) |
|
|
|
174 | (1) |
|
|
|
175 | (1) |
|
|
|
175 | (1) |
|
|
|
175 | (1) |
|
|
|
175 | (1) |
|
|
|
176 | (1) |
|
|
|
177 | (4) |
|
|
|
177 | (2) |
|
Make Them Understand the Hospital Surroundings and Environment |
|
|
179 | (1) |
|
|
|
179 | (2) |
|
25 Chronic Conditions and Pain Management |
|
|
181 | (8) |
|
|
|
181 | (1) |
|
|
|
182 | (1) |
|
|
|
182 | (2) |
|
|
|
182 | (1) |
|
Chronic Obstructive Pulmonary Disease Care |
|
|
183 | (1) |
|
|
|
184 | (1) |
|
Dedicate an End-of-Life Team |
|
|
184 | (1) |
|
|
|
184 | (1) |
|
|
|
185 | (1) |
|
|
|
186 | (1) |
|
Why Patients Seek Medications |
|
|
186 | (1) |
|
Chronic Pain-The Rising Problem |
|
|
187 | (2) |
|
|
|
189 | (8) |
|
|
|
189 | (1) |
|
Aligning Providers and Family |
|
|
190 | (1) |
|
|
|
191 | (1) |
|
|
|
192 | (5) |
| Section V Building Quality Systems |
|
|
27 Patient Flow and Press Ganey Scores |
|
|
197 | (8) |
|
|
|
197 | (1) |
|
|
|
197 | (1) |
|
|
|
198 | (1) |
|
|
|
198 | (1) |
|
|
|
199 | (4) |
|
|
|
200 | (2) |
|
|
|
202 | (1) |
|
|
|
203 | (2) |
|
28 Clinical Staff and Better Patient Experience |
|
|
205 | (10) |
|
|
|
205 | (1) |
|
|
|
206 | (1) |
|
|
|
207 | (1) |
|
Table Summarized: Consistently Higher Ratio of Support Staff to Physicians in Better Performing Practices |
|
|
207 | (1) |
|
|
|
208 | (1) |
|
How to Calculate the Clinic Income and Adjust the Number of FTEs? |
|
|
209 | (1) |
|
|
|
209 | (2) |
|
Clinic Staffing and Ratio |
|
|
211 | (1) |
|
|
|
211 | (1) |
|
National Average Office FTE Numbers |
|
|
211 | (4) |
|
|
|
211 | (1) |
|
Based on the Hospital Operating Room Size |
|
|
212 | (1) |
|
Based on the Hospital Operating Room Volume |
|
|
213 | (2) |
|
29 Fall Prevention-Engaging the Family |
|
|
215 | (6) |
|
|
|
215 | (1) |
|
|
|
216 | (1) |
|
|
|
216 | (1) |
|
|
|
216 | (1) |
|
|
|
216 | (1) |
|
|
|
217 | (1) |
|
|
|
217 | (1) |
|
|
|
218 | (3) |
|
Significant Injury as the Result of a Fall |
|
|
219 | (2) |
|
|
|
221 | (4) |
|
|
|
221 | (1) |
|
Engage Patient and Family |
|
|
222 | (1) |
|
|
|
222 | (1) |
|
|
|
223 | (1) |
|
|
|
224 | (1) |
|
31 Time-Out for Better Quality |
|
|
225 | (6) |
|
|
|
225 | (1) |
|
|
|
226 | (1) |
|
Steps to Achieve a Better Time-Out |
|
|
227 | (1) |
|
Procedures Exempt from Site Marking |
|
|
228 | (1) |
|
|
|
228 | (1) |
|
Pre- and Postanesthesia Time-Out |
|
|
229 | (2) |
|
|
|
231 | (6) |
|
|
|
231 | (1) |
|
|
|
232 | (1) |
|
|
|
233 | (4) |
| Section VI Healthcare Change Of Thinking |
|
|
33 Changing the Way We Think |
|
|
237 | (8) |
|
The Health System as an Industry |
|
|
237 | (1) |
|
|
|
238 | (1) |
|
|
|
239 | (1) |
|
|
|
239 | (1) |
|
|
|
239 | (1) |
|
|
|
240 | (1) |
|
Quality Crisis in Medicine: Changing the Way We Think |
|
|
240 | (1) |
|
|
|
241 | (1) |
|
|
|
242 | (1) |
|
|
|
242 | (1) |
|
|
|
242 | (3) |
|
|
|
245 | (6) |
|
Maintain Healthy Lifestyles |
|
|
245 | (1) |
|
|
|
246 | (1) |
|
|
|
247 | (1) |
|
Implementing Behavioral Changes |
|
|
248 | (1) |
|
|
|
249 | (1) |
|
|
|
249 | (1) |
|
|
|
249 | (2) |
|
|
|
251 | (6) |
|
|
|
251 | (1) |
|
|
|
252 | (1) |
|
|
|
253 | (1) |
|
|
|
254 | (1) |
|
|
|
254 | (1) |
|
|
|
254 | (1) |
|
|
|
255 | (1) |
|
|
|
255 | (2) |
|
|
|
257 | (6) |
|
|
|
257 | (1) |
|
How Patients Become Abusive |
|
|
258 | (1) |
|
Avoid Getting Too Close to Patients |
|
|
259 | (2) |
|
What Is the Best Approach? |
|
|
259 | (1) |
|
Recommended Communication Strategies |
|
|
260 | (1) |
|
Recommended Organization Features |
|
|
260 | (1) |
|
|
|
261 | (2) |
|
37 Psychological Support, Depression, and Suicide |
|
|
263 | (8) |
|
Traditional Support System for Psychological Issues |
|
|
263 | (1) |
|
|
|
264 | (1) |
|
Shortage of Psychologists |
|
|
264 | (2) |
|
What Are We Talking About? |
|
|
266 | (1) |
|
|
|
266 | (1) |
|
|
|
267 | (1) |
|
|
|
267 | (1) |
|
Suicide Facts and Figures |
|
|
267 | (1) |
|
|
|
268 | (1) |
|
|
|
269 | (2) |
|
38 Respecting Patients' Choices and Autonomy |
|
|
271 | (6) |
|
|
|
271 | (1) |
|
|
|
272 | (1) |
|
|
|
273 | (1) |
|
|
|
273 | (1) |
|
|
|
274 | (1) |
|
|
|
274 | (3) |
| Index |
|
277 | |