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Fierce Q&A: NYU Langone VP on why a hospital is not a hotel

In honor of October being Patient-Centered Care Awareness Month, FierceHealthcare spoke with Michele Lloyd (pictured), vice president for Children's Services at NYU Langone Medical Center about implementing a patient-centered approach and the importance of using both qualitative and quantitative factors to understand patients' experiences.
FierceHealthcare: How has the industry's approach to patient-centered care evolved over the years?
Michele Lloyd: Twenty years ago, this was a model and philosophy of care that was just beginning to emerge in pediatrics.
What's really evolved quite significantly since the Institute of Medicine report is that this has expanded to include all healthcare--adults, children. And it's no longer just how people think about caring for children and families but directly tied to patient safety and health outcomes in our country.
The approach has very much mainstreamed into adult care, as well as the care of children, looking at a model of partnership, engagement, transparency and inclusion in decision making to ensure safety and productive health outcomes.
FH: What makes a successful patient/family-centered care model?
ML: First, define what it is and then what makes it successful.
In the most comprehensive way, patient- and family-centered care is an approach to partnership. It doesn't mean "focusing" on patients or families; it means partnering with patients and families, which is quite different.
True patient- and family-centered care is a partnership where we, as healthcare professionals, recognize that the people who can best speak to what works for patients and families are indeed patients and families. And so that requires having systems in place to regularly hear from patients and their family members.