Speech On Patient Centered Care

925 Words4 Pages
Today I’m going to speak to you briefly about patient centered care. This area of quality is very close to my heart and I’ve been working on this for a while now. So it’s a pleasure to discuss my views on this topic with all of you. Before I jump into the topic of patient centered care, I would be remiss if I did not discuss a bit about the concept of customer centricity which helped bring patient centered care back to the forefront. So, what customer centricity suggests is that tapping into the customer needs and personalizing services in accordance with the customer’s expectations yields an experience for the customer, which in today’s age of cut throat competition and abundant information is not only essential to success, but pivotal for…show more content…
You are providing care of the highest standard to the patient. You are considering all the options that are relevant for the patient’s well being. And to that I ask, have you asked the patient what his needs were? Did we dig deep enough? The standard of care that we are providing is excellent from our perspective, but is that true from the patient’s perspective? Have we spoken to the patient, family and friends before you decided the best course of action for the patient’s well being? The answers to these questions are fulfilled by adopting the basic concepts of patient centered care which is the engagement of the patient and family in order to determine the needs of the patient and to recognize any room for improvement. Patient centered care calls for a more dynamic and involved approach to care where the care that you will provide is personalized for that patient. Dr. Peter Fader, of the Wharton School of Business talks about a very interesting concept called ‘celebration of heterogeneity’. What this concept explains is that we have designed our services in such a way that they fulfill most of the needs of our customers. However, this doesn’t mean that all of our customer needs are fulfilled. This is where…show more content…
Ideally, patient centered care should be driven from the strategic level. The strategic plan should be revised or updated to include patient centered care as one of the organizations goals. Like any organizational culture, the leaders lead by example and set the tone. The achievement of these goals should be championed by the leadership. The more involved the leaders are, the more involved will our staff be. And the more we empower our staff, the better they can care for their patients. It is very important to understand that patient centered care is not restricted to just nurses. Every single individual that the patient comes in contact with will leave behind an overall impression of the organization in the patient’s mind. It depends on us whether that impression is positive or
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