title: Customer-driven outcomes: a patient and family perspective.
abstract: Experiencing the healthcare system during an acute surgical event highlighted factors that contributed to customer-driven outcomes. Communicating intentions of and rationale for interventions increased the patient and family's confidence, and engaged the whole mind-body connection into the healing process. Utilizing the family as a repository of patient information incorporated their perspective, knowledge, and wisdom into the delivery and evaluation of patient care. Lastly, fostering the relationship between the nurse and the patient and family strengthened the therapeutic process, thus providing a foundation for customizing care.
authors.affiliation: University of Arizona, USA. marlaweston@cox.net
authors.forename: Marla J
authors.initials: MJ
authors.lastname: Weston
authors.forename: Richard R
authors.initials: RR
authors.lastname: Weston
mesh_terms: D002983:Clinical Competence; D003142:Communication; D003266:Continuity of Patient Care / Q000458:organization & administration; D003299:Cooperative Behavior; D003657:Decision Making; D004645:Empathy; D005190:Family / Q000523:psychology*; D006801:Humans; D033182:Intention; D045822:Intestinal Volvulus / Q000451:nursing / Q000523:psychology* / Q000601:surgery; D008297:Male; D008875:Middle Aged; D009723:Nurse-Patient Relations; D009730:Nursing Assessment; D009741:Nursing Staff, Hospital / Q000523:psychology; D017063:Outcome Assessment, Health Care; D010347:Patient Care Planning / Q000458:organization & administration*; D010353:Patient Education as Topic; D010358:Patient Participation / Q000379:methods / Q000523:psychology*; D019990:Perioperative Care / Q000451:nursing / Q000523:psychology; D011368:Professional-Family Relations; D035502:Trust