Table of Contents

Preface

The Editors

Other Contributors

1 Introduction: Medicine and Health from the Patient's Perspective 1

2 Treating Patients as Individuals 19

3 Coordinating Care and Integrating Services 45

4 Overcoming the Barrier of Words 72

5 Innovations in Patient-Centered Education 96

6 Enhancing Physical Comfort 119

7 Providing Effective Emotional Support 154

8 Involving and Supporting Family and Friends 178

9 Facilitating the Transition Out of the Hospital 204

10 Culture, Leadership, and Service in the Patient-Centered Hospital 227

11 Promoting the Doctor's Involvement in Care 260

12 Rebuilding Public Trust and Confidence 280

Afterword 299

Name Index 301

Subject Index 311

About the Author

MARGARET GERTEIS is an associate of the Picker/Commonwealth Program for Patient-Centered Care.

SUSAN EDGMAN-LEVITAN is associate director and program manager of the Picker/Commonwealth Program.

JENNIFER DALEY is assistant professor of medicine at Harvard University.

THOMAS L. DELBANCO is director of the Division of General Medicine and Primary Care at Boston's Beth Israel Hospital and director of the Picker/Commonwealth Program.