Bismark MM. The power of apology. New Zealand Medical Journal. 2009 Oct;122(1304):96-106.

An apology to the patient following an adverse event can bring comfort to the patient, forgiveness to the health practitioner, and help restore trust in their relationship. Yet, for many practitioners saying "I'm sorry" remains a difficult thing to do. This article explores the key elements of a full apology and when they should be used, and how to support practitioners in making an apology to patients who have been harmed.

Berwick DM. What "patient-centered" should mean: Confessions of an extremist. Health Affairs (web exclusive). 2009 May 19;28(4):w555–w565 (published online 19 May 2009; doi:10.1377/hlthaff.28.4.w555).

"Patient-centeredness" is a dimension of health care quality in its own right, not just because of its connection with other desired aims, like safety and effectiveness. Its proper incorporation into new health care designs will involve some radical, unfamiliar, and disruptive shifts in control and power, out of the hands of those who give care and into the hands of those who receive it.

Larkin M. Navigating the maze. HealthLeaders Magazine. November 14, 2008.

Patient navigators can help patients better understand their treatment options and get better quality care. IHI’s Jim Conway says that not only do patient navigator programs improve patient care, they can also have a positive impact on the hospital's bottom line. For the full story, see the HealthLeaders Media website below.

Frampton SB, Charmel P, Planetree (editors)
San Francisco: Jossey-Bass Publishers; 2008

The second edition highlights what the Planetree organization and Planetree facilities have learned about being truly patient-centered, including the commitments, conditions, practices, and policies needed to create healing environments and reform health care. Chapter 13, co-authored by IHI Senior Vice President Jim Conway, focuses on integrating quality and safety with patient-centered care.

Sadler BL, Ridenour A
Los Angeles: Aesthetics, Inc.; 2009

With over 30 compelling human stories, research-based evidence, and pragmatic advice grounded in many years of experience, this book takes you inside the process of transforming the health care experience through the arts — using music, art, dance, and other media to uplift the health care experience for patients, family members, visitors, and staff. Practical action steps are provided, along with questions consumers should ask when choosing where to receive their care.

Steefel L. Strong roots: Oregon hospital a pioneer in patient-centered Planetree concept. Nurse.com; June 16, 2008.

A small rural hospital creates a more healing environment for patients and families using the Planetree model. Planetree is a growing movement to transform the health care experience by considering every aspect from the patient’s perspective.

Johnson B, Abraham M, Conway J, Simmons L, Edgman-Levitan S, Sodomka P, Schlucter J, Ford D. Partnering with Patients and Families to Design a Patient- and Family-Centered Health Care System: Recommendations and Promising Practices. Bethesda, Maryland: Institute for Family-Centered Care and the Institute for Healthcare Improvement; April 2008.

This publication, with funding support from the California HealthCare Foundation, highlights examples of best practices from hospitals, ambulatory programs, medical and nursing schools, funders of health care, patient- and family-led organizations, and other health care entities. These organizations are making exemplary progress in partnering with patients and families to enhance quality and safety and to improve the experience of care. The key recommendations emerged from a unique meeting convened by the Institute for Family-Centered Care in collaboration with the Institute for Healthcare Improvement and funded by the Robert Wood Johnson Foundation [see Partnering with Patients and Families to Design a Patient- and Family-Centered Health Care System: A Roadmap for the Future].

Advancing the Practice of Patient- and Family-Centered Care How to Get Started. Bethesda, Maryland: Institute for Family-Centered Care; 2008.

Bringing the perspectives of patients and families directly into the planning, delivery, and evaluation of health care — thereby improving its quality and safety — is what patient- and family-centered care is all about. Many hospitals, however, question how to link it with their overall mission and how to get started. This document provides answers to some of these commonly asked questions; outlines steps for getting started; provides assessment tools; and lists select resources.

Earp JL, French EA, Gilkey MB
Boston, Massachusetts: Jones & Bartlett Publishers; 2007

With a focus on the consumer's perspective, this book identifies patient advocacy as a potentially effective way to initiate needed changes in US health care. This introductory volume synthesizes patient advocacy from a multi-level approach and is a relevant text for students in schools of public health, nursing, and social work.

Freeman HP. A model patient navigation program. Oncology Issues. 2004 Sept/Oct;19:44-46.

This article describes the origins of the patient navigation model first developed by Dr. Harold Freeman at Harlem Hospital in New York. His Patient Navigator Program assigns personal guides to help disadvantaged cancer patients and their families navigate the cancer treatment process and overcome health disparities obstacles that may limit their access to quality care. While the model was based on breast cancer care, the concept of patient navigation can be applied to the care of patients with other diseases.

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