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Patient-Centered Healthcare: Transforming the Relationship Between Physicians and Patients [Pehme köide]

  • Formaat: Paperback / softback, 312 pages, kõrgus x laius: 234x156 mm, kaal: 435 g, 25 Illustrations, black and white
  • Ilmumisaeg: 30-Sep-2021
  • Kirjastus: Productivity Press
  • ISBN-10: 1032177446
  • ISBN-13: 9781032177441
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  • Formaat: Paperback / softback, 312 pages, kõrgus x laius: 234x156 mm, kaal: 435 g, 25 Illustrations, black and white
  • Ilmumisaeg: 30-Sep-2021
  • Kirjastus: Productivity Press
  • ISBN-10: 1032177446
  • ISBN-13: 9781032177441
Teised raamatud teemal:

Patient-centered care is a way of thinking and doing things that considers patients partners in the development of a healthcare plan designed to meet their specific needs. It involves knowledge of the individual as a person and integrates that knowledge into their plan of care.



Patient-centered care is central to the discussion of healthcare at the insurance and hospital-level. The quality of the service is evaluated more deeply from all the healthcare components, including insurance payments. It is the start of a new client- and patient-centered healthcare, which is based on a profound respect for patients and the obligation to care for them in partnership with them.



Healthcare has been lacking a strategy to teach patients how to take care of themselves as much as they possibly can. In countries with socialized healthcare, patients don’t go to the emergency room unless it is necessary; they have a physician on call instead. This affords more personalized care and avoids patients getting lost in the hospital system.



This book advocates the critical role of patients in the health system and the need to encourage healthy living. We need to educate patients on how to be more self-aware, giving them the tools to better understand what they need to do to achieve healthy lifestyles, and the protocols and policies to sustain a better life.



Prevention has always been the pinnacle of medical care. It’s time to highlight and share this approach with patients and involve them as active participants in their own healthcare. This is the method on which to build the new healthcare for the next century.



This book advocates to a true patient-centered system we need to work the basics as well by training the new patients into a better and healthy lifestyle.

About the Author xix
Introduction: The New Healthcare Way xxi
Section I Patient First
1 Patient-Centered Care
3(8)
Patients as Customers?
3(1)
Patient-Centered Care
3(1)
Client-Centered Care
4(1)
Evidence or Services?
5(1)
Are We Doing Better?
6(2)
Bring Healthcare Digital
7(1)
The Next Century
8(3)
2 Access to Care
11(8)
Key to Access Clinical Care
11(4)
Access to Care Locations
13(1)
Offices in Rural Areas
14(1)
Shortage of Practitioners
15(1)
Cost of Waiting
16(3)
3 Address Patients' Questions and Needs
19(6)
Addressing Questions
19(1)
What Should Physicians Do?
20(1)
Clear Mind
20(1)
Listen Carefully without Interrupting
21(1)
Show That You Care
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)
Follow-Up Questions
22(1)
Permission to Proceed
22(1)
Sharing Vision-Patient Participation
22(1)
Patient Focus
23(1)
Patient-Centered Communication
24(1)
Suggested Reading
24(1)
4 Sharing the Vision of Care
25(6)
Practice Implications
26(3)
Participatory Medicine
29(2)
5 Meeting Patients' Expectations and Satisfaction
31(8)
Easy Access
32(1)
Integrated Care
32(1)
Reframing the Mind
32(1)
Patients Expect Active Services
33(1)
Communications
34(1)
Physician Professionalism
35(1)
Patient Satisfaction
36(1)
Caring
37(1)
Suggested Reading
37(2)
6 Fear and Anxiety Relief: Family Care
39(8)
For Patients
39(1)
For the Office
40(1)
Anxiety of Care
41(1)
Chemistry between Family and Caregivers
42(1)
Aligning Providers and Family
43(1)
Family Care
43(2)
Concern over the Result of Illness
44(1)
Suggested Reading
45(2)
7 Engaging Patients
47(8)
Does Patient Engagement Work?
47(1)
Access to Medical Records
48(1)
Role of Engagement
48(1)
Involving the Patient
49(1)
Patient Engagement
50(1)
Challenges for Providers
51(4)
Section II Team Approach
8 Building Team Approach and Communications
55(8)
Increasing Staff Satisfaction and Morale
55(1)
Keeping Everyone Aligned
56(1)
Where Does Patient Loyalty Come From?
57(1)
Teamwork Training
58(1)
Team Safety
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)
Better Quality
63(1)
Better Quality Equals Better Care
64(1)
Explanation of Treatment Goals
64(1)
Questions to Ask
65(1)
AMA Focus Training
66(1)
People Negotiation
67(1)
Suggested Reading
68(3)
10 Confusion over Care
71(8)
Where Does the Confusion Come From?
72(1)
Poor Communication
72(1)
Unrealistic Expectations
73(1)
Different Levels of Education
73(1)
Socioeconomic Issues
74(1)
Past Experience
74(1)
Abusing the Healthcare System
75(1)
Patients Ruined for Other Patients
75(2)
Suggested Reading
77(2)
11 Coordinating Patients' Participation
79(8)
Coordination of Care
79(1)
Office Care
80(1)
Hospital Care
80(1)
Assurance to Each Step of the Way
81(1)
Core Values
82(1)
How to Invite Patients to Participate?
83(1)
Suggested Reading
84(3)
12 Scheduling
87(6)
Challenges
87(3)
Patient Utilization Ratio
89(1)
Preparation before the Visit
90(2)
Payment Transparency
91(1)
Suggested Reading
92(1)
13 Do Patients Want to Participate?
93(8)
Lack of Ownership
93(1)
Revolution in Approach: Do Patients Want to Participate?
94(1)
Patients Should Be Open to Criticism
95(2)
Professional Patients
97(1)
We Need Happy Physicians
97(1)
Suggested Reading
98(3)
Section III The True North
14 Transparency and Honesty
101(8)
Honesty with Patients
101(1)
Consent
101(2)
Welfare
103(1)
Global Trust
103(1)
Building Trust
103(1)
Patient Autonomy
104(1)
Errors
104(1)
Disclosure
105(1)
Legal Aspects
105(1)
Arrogance
106(1)
The Power of Apology
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)
What the Patient Expects
110(1)
True North
111(2)
Graffiti
113(2)
Negative Impressions
113(2)
16 Quality Values
115(8)
Importance of Quality Values
115(1)
Importance of Quality Personnel
116(1)
Quality of the Doctors
116(1)
Quality Medical Staff
117(1)
Proper Facilities
117(1)
Understanding Insurance Benefits
117(1)
Good Follow-Up
118(1)
Clear Instructions
118(1)
After Hours
119(1)
Improving Clinical Outcomes
119(1)
Core of Quality Measures
119(1)
Health Delivery
120(1)
Suggested Reading
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)
Web Access to Doctors
125(1)
Email Doctors
125(1)
Avoid Unnecessary Visits to the Emergency Department (ED)
126(1)
Optimize Admission
126(1)
Improves Cost-Effectiveness
126(1)
Better Patient Orientation
126(1)
Understanding Co-Payments
126(1)
For Physicians
126(1)
Easy Referral to Other Physicians
126(1)
Optimize the Best Admission in the Best Hospitals
127(1)
Meet and Greet
127(1)
Performance Rate
127(1)
The UK Policies as an Example
128(1)
The English Experience
128(3)
18 Healing Relationships
131(6)
Biophysical, Social, and Spiritual Model
131(1)
Faith
132(1)
Religions
133(3)
Religion and Healthcare
133(2)
Religious Coping
135(1)
Transcendental Meditation
135(1)
Prospects
136(1)
19 Information Power
137(8)
A Technological Revolution
137(1)
Best Outcomes Strategy
138(1)
Knowledge Is Power
138(1)
Information Is Power
138(1)
For Patients
139(1)
Gives Power to Patient
139(1)
At Your Fingertips
139(1)
Make an Appointment
139(1)
Understand your Disease
140(1)
Talk/Text a Doctor
140(1)
Skype a Doctor
140(1)
For Physician
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)
Online Experiences
143(2)
20 The Role of Technology and Telemedicine
145(10)
Medical Devices
145(1)
Keeping a Healthy Relationship
146(1)
Registrations
146(1)
Relationship through Technology
146(2)
Healthcare Information
148(1)
Patient Education
148(1)
Telemedicine
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)
Hospital Discharge
156(1)
Prescription
156(1)
Follow-Up Phone Calls
157(1)
Critical Continuum of Care
157(1)
Natural Death
157(1)
Advance Directive
158(1)
Life Support and Advance Directives
159(1)
Doctors' Fiduciary Relationship
160(1)
Withdrawal of Care
160(1)
Ethics
161(1)
Suggested Reading
162(1)
22 Involvement of Family Members and Caregivers
163(6)
Share Plans
163(1)
Alternate and Surrogate
164(1)
Healthcare Consent Act
164(1)
Default Surrogate
165(1)
Surrogate Consent
166(1)
Compassion and Choices
166(1)
Healthcare Providers
167(1)
Suggested Reading
167(2)
23 Long-Term Facilities
169(8)
The Challenges We Face
169(1)
Care Options
170(1)
Assistance with Activities and Daily Living Needs
170(2)
Hospice
172(2)
Home Health
174(1)
Home Health Services
174(1)
Qualification
175(1)
How to Pay for Home Care
175(1)
Home Care Services
175(1)
Long-Term Facility
175(1)
Rehabilitation
176(1)
24 Comfort Level
177(4)
Pain Management
177(2)
Make Them Understand the Hospital Surroundings and Environment
179(1)
Suggested Reading
179(2)
25 Chronic Conditions and Pain Management
181(8)
Hospital System
181(1)
Experts and Expertise
182(1)
Clinical Examples
182(2)
Atherosclerosis Care
182(1)
Chronic Obstructive Pulmonary Disease Care
183(1)
Depression Care
184(1)
Dedicate an End-of-Life Team
184(1)
Critical Status
184(1)
Opioid Crisis
185(1)
Classification of Pain
186(1)
Why Patients Seek Medications
186(1)
Chronic Pain-The Rising Problem
187(2)
26 Dignity in Dementia
189(8)
Dementia
189(1)
Aligning Providers and Family
190(1)
Dignity of Care
191(1)
Suggested Reading
192(5)
Section V Building Quality Systems
27 Patient Flow and Press Ganey Scores
197(8)
Minimize Waiting Time
197(1)
Scheduling
197(1)
Optimize Time in Office
198(1)
Mastering Patient Flow
198(1)
Phone Services
199(4)
Advanced Assets Concept
200(2)
Press Ganey Scores
202(1)
Suggested Reading
203(2)
28 Clinical Staff and Better Patient Experience
205(10)
Staffing
205(1)
Clinical Staff
206(1)
How Many FTEs
207(1)
Table Summarized: Consistently Higher Ratio of Support Staff to Physicians in Better Performing Practices
207(1)
Facility Resources
208(1)
How to Calculate the Clinic Income and Adjust the Number of FTEs?
209(1)
Formulas
209(2)
Clinic Staffing and Ratio
211(1)
Synopsis
211(1)
National Average Office FTE Numbers
211(4)
Based on Location
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)
Fall Prevention
215(1)
Definition of Falls
216(1)
Patient Fall
216(1)
Room Education
216(1)
Training Family
216(1)
High-Risk Prevention
217(1)
Documentation
217(1)
Medical Records
218(3)
Significant Injury as the Result of a Fall
219(2)
30 Hand Hygiene
221(4)
Hand Hygiene Goals
221(1)
Engage Patient and Family
222(1)
Why Clean the Hand?
222(1)
Safeguard Environment
223(1)
Suggested Reading
224(1)
31 Time-Out for Better Quality
225(6)
The Never Event Story
225(1)
Time-Out
226(1)
Steps to Achieve a Better Time-Out
227(1)
Procedures Exempt from Site Marking
228(1)
Call Time-Out Aloud
228(1)
Pre- and Postanesthesia Time-Out
229(2)
32 Setting Up Strategies
231(6)
Caring Out Loud
231(1)
The POD Concepts
232(1)
Open-Access Clinic
233(4)
Section VI Healthcare Change Of Thinking
33 Changing the Way We Think
237(8)
The Health System as an Industry
237(1)
Hospital Health Plans
238(1)
Reimbursement
239(1)
Cost Reimbursement
239(1)
Capitation System
239(1)
Payments
240(1)
Quality Crisis in Medicine: Changing the Way We Think
240(1)
Focus on Quality
241(1)
Fraud Prevention
242(1)
New Era
242(1)
Suggested Reading
242(3)
34 Physical Wellness
245(6)
Maintain Healthy Lifestyles
245(1)
HELP Yourself
246(1)
Making Lifestyle Changes
247(1)
Implementing Behavioral Changes
248(1)
Enabling Factors
249(1)
Reinforcing Factors
249(1)
Suggested Reading
249(2)
35 Circle of Support
251(6)
Circle of Support
251(1)
A Circle of Support
252(1)
Mapping Your Support
253(1)
Planning
254(1)
Workplace
254(1)
Holistic Circle
254(1)
A New Support Building
255(1)
Portals
255(2)
36 Difficult Patients
257(6)
Refusing Treatment
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)
Firing a Patient
261(2)
37 Psychological Support, Depression, and Suicide
263(8)
Traditional Support System for Psychological Issues
263(1)
Current Requirements
264(1)
Shortage of Psychologists
264(2)
What Are We Talking About?
266(1)
Alcoholism
266(1)
Drug Addictions
267(1)
Suicide
267(1)
Suicide Facts and Figures
267(1)
Depression
268(1)
Seeking Treatment
269(2)
38 Respecting Patients' Choices and Autonomy
271(6)
Autonomy
271(1)
Freedom of Choices
272(1)
Confucius
273(1)
Hippocrates
273(1)
Immanuel Kant
274(1)
Aristotle
274(3)
Index 277
Eldo E. Frezza, MD, MBA, FACS has been a board-certified physician for more than 20 years with 8 years of experience in health administration. He has a strong ability to improve financial, supply chain, quality and patient safety operations. He is a visible, hands-on leader with advisory expertise. He has a progressive understanding of flow and throughput with a reputation for establishing improvements and has a knowledge of utilization management.







He has served as Chief of Service and Chief of Surgery where he provided leadership and direction to successful transition from operating loss, to financial profit while drastically improving emergency and OR throughput. He also served as Director of Surgical Services for a private hospital where he assessed operations and established new metrics for OR; developed and implemented revised supply chain procedures for the OR to improve efficiency and achieve significant cost savings.





He has published books in Business and Ethics in healthcare including, The Business of Surgery, published by Cine-Med, copyright 2007; Professionalism & Ethics in a Surgical Practice published by Cine-Med, copyright 2008; and numerous articles. He received his medical degree Cum Laude from the University of Padua School of Medicine, Italy and his MBA in Health Organization management from Texas Tech Rawls School of Business, Lubbock, TX.