The Patients' View Principles™

What Patients Want and Need Most.

Funnel of Principles

A set of simple goals for better health care for both patients & those who care for them.

What do we have a right to expect?

What truths can we embrace universally?

What clear, consistent, comprehensive messages can we rally around?

To answer these questions, we talked to lots of patients, and dug into existing research.* A few big themes emerged which became the patients' view principles™:

Safety

My safety is the most important thing.

I expect:

  • Treatment that is up-to-date and consistent with known "best practices", including those that prevent infection and medical mistakes.
  • Risks, side effects, benefits, cost, and less-invasive alternatives will be discussed with me in advance of treatment.
  • I can get access to care within a reasonable time frame, sparing me prolonged pain, worry, and/or the possible worsening of my condition.
  • I’m invited to support my own safety, and shown ways in which I can help.
  • That my questions are answered and (with some exceptions for emergencies) I’m given time to choose thoughtfully before signing off on a serious medical procedure

Empowerment

I feel anxious and vulnerable in the unfamiliar, unpredictable and expensive world of medical care.

I expect:

  • I am valued as an important partner in my care.
  • I'm not made to feel lost or unimportant.
  • Systems and policies are designed to help me navigate with confidence and control over what happens to me.
  • Data (or its absence) in support of a proposed medication or treatment plan is routinely offered.

Respect

I’m treated as a "whole person", rather a collection of body parts or symptoms, with dignity, humanity and respect in all interactions.

I expect:

  • Treatment without discrimination, and with respect for my culture, values, beliefs and preferences, including the choice of refusing care.
  • Care providers listen to me. They knock before entering the room where I’m being treated, introduce themselves, tell me what their job is, look me in the eye, call me by name, explain what they’re about to do, and respect that sleep is key to my good health.
  • My personal health goals are requested, listened to, recorded and become the framework for my care plan.
  • My time is respected. Long waits during care episodes are avoided when possible and explained to me when they’re not.
  • Personal privacy.
  • My chosen advocate can stay with me and is made to feel welcome
  • If I’m too sick, weak, in pain or otherwise unable to communicate, I’ll still get good care and attention.
  • An environment of support and respect for staff.

Information

I have access to information about me that’s important to me.

I expect:

  • Shared medical records or "open notes" that allow me to look at, review, correct and add to my medical record at any time, including during treatment
  • Clear, simple terms are used both when we talk, and in printed materials, including treatment options, health plan benefits, test results, and discharge instructions.
  • Access to meaningful reporting on quality, cost and other aspects of the performance of hospitals, health plans, physicians and other care providers, including whether my physician has faced disciplinary action.
  • Questions I raise and information I gather independently are viewed as healthy engagement, rather than as a threat to authority.
  • I can complain without fear and have my complaints reviewed.
  • Patient and consumer representatives are on board helping to shape how programs and plans that affect patients are built, monitored and evaluated.

Affordability

The costs of my treatment plan are addressed.

I expect:

  • I’ll know before service or treatment is provided—whenever possible—what the actual cost will be to me.
  • More affordable treatment options, and their relative benefits are offered and explained
  • A detailed bill and an explanation of that bill.
  • Care is coordinated to reduce duplicate efforts, tests, visits, and wait time.
  • Information about resources to help pay for my health care.

Accountability

Because medical care can involve many different clinicians, settings and events, I want to be sure things won’t "fall through the cracks."

I expect:

  • A "team-based" approach to care that puts everyone on the same page
  • One designated point person who works in partnership with me and my advocate(s), and takes responsibility for my overall care plan
  • In the hospital or other medical facility, I and/or my advocate are included in conversations where my care is handed over during a shift change
  • Measures, ratings and reports that show me how clinicians and hospitals are held accountable, as well as how other patients felt about the care they received.
  • When something bad unexpectedly happens, the information is disclosed to me in a timely way, and where appropriate, efforts are made to make me whole.
  • The lessons learned from my case—including from any mistakes in my care—are used to make things better for the next patient.

My pledge

I understand I am responsible for my health, too. I’ll keep my appointments, share as much health information as possible (including changes in my condition), follow through on treatment I’ve agreed to, and prepare an advanced care directive that I expect you to follow (a written statement of what I want to happen if and when I get too sick to decide for myself).

But that's just the start. PVI was formed so we can learn from your medical experiences. These experiences continue to mold our Principles, driving the policies and changes you want and need.