title: Listening to patients changes clinicians' perspectives and improves care.
abstract: This article shares strategies of an academic medical center and its system of hospitals in partnering with patients and families to create a climate in which patients, families, and clinicians are comfortable enough to ask questions, suggest alternatives, and even choose to disagree. Relationship-Based Care: A Model for Transforming Practice (Koloroutis, 2004) was instrumental in developing an interdisciplinary relationship-based model of care supported by 4 key processes (admission interview, daily rounds, discharge planning, and follow-up phone calls). These processes-along with patient/ family councils, patient/family/staff retreats, patient/family representation on hospital committees, and a patient experience bundle-have proven successful in aligning patient and family expectations with clinicians' care delivery, as reflected in Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) scores. A study suggesting the nature of caring as a nurse-driven activity may vary from caring as a patient-driven activity. Inspired engagement with Koloroutis and Trout (2012) See Me as A Person: Creating Therapeutic Relationships with Patients and Their Families; attunement, wondering, following, and holding build bridges between clinicians perceptions and knowledge, and patients knowledge and expectations.
authors.forename: Kathleen
authors.initials: K
authors.lastname: Vidal
mesh_terms: D004645:Empathy; D006801:Humans; D009723:Nurse-Patient Relations; D009741:Nursing Staff, Hospital; D018802:Patient-Centered Care / Q000592:standards; D011368:Professional-Family Relations; D011787:Quality of Health Care; D035502:Trust