Prevent a ‘triple fail’ with true patient-centered care

Originally published by Hospital Impact

During the recent NEHI 2013 Innovation Conference: Patient Engagement 360, two questions kept coming to mind:

How can the healthcare system be patient-centered and engage patients without truly knowing the patient? How can we provide the care the patient desires without understanding who they are, how they live, their culture, fears, hopes, goals, and so much more?

The questions reminded me of a story about how ignoring time, relationship, trust, empathy and not hearing the patient’s whole story can harm those we are blessed to serve.

My friend’s 87-year-old mother was recently diagnosed with dementia. After much prayer and reflection, she met with her children to finalize her funeral arrangements and confirm her DNR (“do not resuscitate”) code.

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