Patient No Longer: Why Healthcare Must Deliver the Care Experience That Consumers Want and Expect

by Ryan Donohue, Stephen K. Klasko

Overview

"The coronavirus pandemic has validated the principles of this book—that we need healthcare with no address, helping people where they are and when they need it," writes Dr. Stephen K. Klasko in Patient No Longer: Why Healthcare Must Deliver the Care Experience That Consumers Want and Expect. "Telehealth worked. Providing guidance to families worked. Listening worked. Even under our greatest threat since World War II, the principles of using digital medicine to get care out to people turned out to be critical." Dr. Klasko and Ryan Donohue explore this evolving delivery model in a fascinating look at the history of patient-centric care and the rise of the healthcare consumer as a powerful new voice. In addition to the compelling reasons why consumer-centric care is so crucial, the authors share how leaders can work to build health systems focused on it. They offer actionable ideas for implementation in individual organizations and explore topics such as: • The latest research on what matters most to healthcare consumers today • Leadership skills needed to drive patient-centric initiatives • New applications of digital health technology and data • The Picker Institute's Eight Dimensions of Patient-Centered Care • Best practices and case studies from leading organizations As healthcare consumers continue to demand the same types of interactions they enjoy in other industries, healthcare organizations must work hard to build frictionless customer experiences that create lasting connections and build genuine loyalty. This book describes a once-in-an-era transformation in healthcare. Is your organization ready?

Product Details

ISBN-13:	9781640551824
Publisher:	Health Administration Press
Publication date:	07/19/2020
Sold by:	Barnes & Noble
Format:	eBook
Pages:	179
File size:	7 MB

About the Author

Ryan Donohue, corporate director of program development at NRC Health, is a thought leader in the realm of healthcare consumerism. He is an adviser for The Governance Institute and a regular contributor to the Boardroom Press newsletter and other Governance Institute publications. Stephen K. Klasko, MD, MBA, is an advocate for a transformation of healthcare and higher education. As president and CEO of Philadelphia-based Thomas Jefferson University and Jefferson Health since 2013, Dr. Klasko has led one of the nation's fastest-growing academic health institutions based on his vision of reimagining healthcare and higher education.

Table of Contents

Preface ix

Acknowledgments xiii

Introduction xvii

Part I History and Healthcare Context of Patient-Centered Care 1

Chapter 1 How We Got Here: A Brief History of Patient-Centered Care 3

The Work of Harvey Picker 8

Eight Dimensions of Patient-Centered Care 11

Current State of Patient-Centered Efforts 13

The Role of Technology 15

Picker's Relevance Today and in the Future 16

Chapter 2 The Evolution of Patient-Centered Care and Medical Progress 21

Foundation of Measuring Quality 21

Progress on Adoption of Patient-Centered Care 24

Creating a More Consumer-Friendly Healthcare Experience 26

Chapter 3 The Rise of the Healthcare Consumer 31

Historical Factors Leading to Today's Consumerism Movement 32

Patient Use of Technology as an Active Care Team Member 35

The Triple Aim: Consumer Edition 37

The Call for Consumer-Centric Healthcare 44

Chapter 4 Building a Consumer-Provider Relationship 47

Six Degrees of Separation 47

The Danger of Thinking Like a Consumer 62

Chapter 5 Organization, Culture, and Leadership 67

Choosing Healthcare 67

Measurement Overload 68

Top Down 71

Systemness 73

A Word About Quality 76

The Struggle to Sustain Results 80

Part II Dimensions and Stories 85

Chapter 6 Defining a Conceptual Framework: The Dimensions of Patient-Centered Care 87

Study Methodology 88

Results 90

Conclusions 98

Defining the Eight Dimensions of Patient-Centered Care Through the Eyes of the Consumer 100

Chapter 7 Best Practices: Case Studies of Dimensions in Action 107

University of California, San Francisco 108

Mayo Clinic Health System 113

The Johns Hopkins Hospital 118

Cleveland Clinic 122

Akron Children's Hospital 127

Mount Sinai Health System 132

Jefferson Health 137

Part III Building a Consumer-Centric System 149

Chapter 8 Consumer-Centric Leadership 151

The CEO as Chief Consumer Officer 153

Changing the DNA of Healthcare 155

Anchor Institutions: A False Promise? 158

Embracing Digital Health Technology 158

The Switch from Patient to Consumer: Gaining Human Understanding 160

Chapter 9 Internal Talent Needs 163

Compassion Fatigue 165

Measurement 167

Internal Net Promoter Score 169

Employee Experience + Consumer Experience 171

The Story of University of Illinois Medical Center 173

Employee Enablement 175

Chapter 10 Removing Barriers 179

Respect for Patients' Values, Preferences, and Expressed Needs 179

Coordination and Integration of Care 180

Information, Communication, and Education 181

Physical Comfort 183

Emotional Support and Alleviation of Fear and Anxiety 184

Involvement of Family and Friends 185

Continuity and Transition 186

Access to Care 187

Addressing Compassion Fatigue 188

Breaking the Cycle of Improvement 190

Chapter 11 Nonpreferred and Preferred Future 193

Year 1 We Change 197

Year 2 We Change the Industry 198

Year 3 We Change the World 199

Call to Action: A Framework for Building a Consumer-Centric Healthcare System 200

Index 203

About the Authors 215

About the Contributors 219

Editorial Reviews

Reviewer: Gwendolyn M. Oglesby-Odom, Ed.D, MSN, BSN, RN-BC, NEA-BC(Advocate Aurora Health)
Description: This book explores the evolution of healthcare and the need for healthcare organizations to transform their way of thinking and providing healthcare services. Patients have evolved from the "patient" to the "consumer" of healthcare services. Technology has advanced and patients are equipped with the knowledge and have options. The tables have turned, and the expectation is that healthcare will deliver an experience that consumers want or face sharp declines in the volume of services rendered and possible demise.
Purpose: This book's premise is to shine a light on how coronavirus disease 2019 (COVID-19) has forever changed the healthcare landscape. Healthcare organizations are charged with formulating robust and sustainable business models equipped to handle technological advances, consumerism, and equitable healthcare services. The road forward in healthcare is all about the consumer's experience. Transformation in healthcare is not just a buzzword; it's a necessity for survival.
Audience: This book is written for anyone associated with patient care; this includes but is not limited to healthcare executives, practitioners, health information technology staff, educators, and students. The book meets its target audience's needs by providing the knowledge and setting a stage that gently encourages them to shift their thinking. The shift in thinking comes with garnering human understanding that results in true patient-centered care, thus enabling healthcare organizations to provide an equitable healthcare experience that patients both need and want. Both authors are credible sources in the realm of healthcare transformation and consumerism. Donohue is an acclaimed thought leader in healthcare consumerism and has a 15-year history of focused research on the impact of healthcare consumerism in the United States. He serves as the director of program development at NRC Health, one of the larges surveyors of healthcare consumerism in the United States. Donohue is also a regular contributor to the Boardroom Press newsletter. Dr. Klasko serves as president and CEO of Thomas Jefferson University in Philadelphia. His leadership at Thomas Jefferson has fostered national acclaim. His vision of reimaging healthcare and higher education is the foundation of his leadership. Dr. Klasko is known for leveraging technology that focuses on building healthcare assurance, not just caring for the sick. Dr. Klasko has several publications, awards, and recognitions. He has been named one of the "100 Most Influential People in Healthcare" by Modern Health for several years and was recently named the first Distinguished Fellow of the World Economic Forum.
Features: This book provides an in-depth analysis of the post-COVID-19 healthcare landscape and the importance of transformational healthcare that leverages technology and is sustainable, equitable, and focused on the consumer's experience. The authors provide the audience with the history and evolution of healthcare technology, patient-centered care, a look at consumerism's upsurge, and the need for consumer-centric and transformational leadership. The book also contains crucial information on how to attract the talent needed to render consumer-centric care. In a nutshell, this book offers a roadmap for organizations to transform their way of thinking and provide a healthcare experience that is sustainable and equitable. An appropriate number of up-to-date references, charts, graphs, and indexes provide the readers with context and visual aspects to connect the dots and understand the content delivered.
Assessment: This book is well written and is a great resource for anyone working in the healthcare space. The authors invoked the notion of human understanding and human kindness as the catalyst for healthcare transformation. This book shines a light on the fact that these basic components have been underutilized and have subsequently led to the current state of inequitable healthcare services in the United States. Anyone reading this book will walk away with a roadmap that helps them deliver the type of equitable, consumer-focused healthcare that is so desperately needed today.

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