What would it be like if our care were designed by patients?
Five years ago, Swensen led a group of researchers at the Institute for Healthcare Improvement in looking at learnings from the top leaders in the top organizations across the world. Over a 2-year period, they interviewed over two dozen successful leaders in some of the best organizations in the country, including Brent James and Gary Kaplan, and then spent time with the patients and families they served. From this, they came up with five high-impact behaviors that drove success for these organizations, and the best outcome safety service for their patients. The number one behavior was discovered to be “person-centered” in word and deed. And, they took special care to talk about patients as people, not patients, because the patients told them not to. “We’re people, we’re humans,” they said.
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