Patient- and Family-Centered Care

Imagine a hospital that invites families to stay with their loved ones 24/7, even in the intensive care unit. Or a hospital that involves patients and families in formulating policy to ensure that patients’ needs and concerns are met. Or a hospital that redesigns its physical structure with patients at the table, collaborating with architects, physicians, nurses and others.

This type of philosophy is known as Patient- and Family-Centered Care, and it is a trend that is being recognized and embraced by hospitals across the United States.  Patient- and Family-Centered Care involves truly partnering with patients and families, not only involving them in decisions about their care, but also gaining the benefit of their help and insights to better plan and deliver care, and evaluate that care. 

The health system at Augusta University is recognized as a pioneer in Patient- and Family-Centered Care by the American Hospital Association and the Institute for Family-Centered Care.  Augusta University began practicing Patient and Family-Centered Care in 1993 when it involved patients and family members in the planning and architectural design of its Children's Hospital of Georgia. Since that time, numerous other efforts that reflect Patient- and Family-Centered Care have been initiated.

Patients’ perspectives were incorporated in the redesign of several areas in the adult hospital, including the mammography area of Medical Center at Augusta University Breast Health Services, a PET/CT unit and a Neuroscience Intensive Care Unit, as examples. The redesign of these units created warm and welcoming spaces to help increase patient comfort, privacy and convenience.

“Patient and Family-Centered Care asks us to empower patients and families so they are aware, knowledgeable and actively engaged in their own health care,” said Pat Sodomka, former senior vice president of Patient- and Family-Centered Care at Augusta University. “What we’ve learned since we started this journey in 1993 is that when we involve patients and families, quality of care improves. It’s really that simple.”

Children's Hospital of Georgia was built utilizing a comprehensive Patient- and Family-Centered Care model. Since its opening in December 1998, the Children's Hospital of Georgia has consistently ranked in the top 10 percent of the Press Ganey national database for pediatric hospitals.

When Augusta University redesigned its Breast Health Center, the results were evident. Faculty, administration and front line employees embraced planning with experienced breast health patients and family members at the table. As a result, the Breast Health Center saw its patient satisfaction scores move from the 40th percentile (April 2003) to the top 10 percent of the Press Ganey national data base of test and treatment services (June 2006).

Our Neuroscience Adult Inpatient Unit was totally redesigned with full participation of patients and families. As a result, the unit has seen improvements in their patient satisfaction scores. Augusta University's philosophy of Patient- and Family-Centered Care aims to give patients choices, tools and a voice to speak up and become full partners in their own health care. “Our organization is committed to this philosophy and to the benefits and improvements in care it offers to our patients,” said Ms. Sodomka.   

To learn more about Patient- and Family-Centered Care, please call 706-721-7322.

Press Ganey serves as the strategic process improvement partner for more than 10,000 health care organizations across the country and across the continuum of care. Their strategic approach for improving the patient experience is critical to the success of their clients’ process improvement efforts.  Press Ganey’s “Listen-Learn-Lead™” approach is data-driven, patient-focused, and is proven to deliver exceptional care and impact patient experiences.

This transition presents an incredible opportunity for us to improve our ability to deliver quality and innovative health care for our patients and families. Through this partnership, we will:

• Engage leadership – It starts with engaged, passionate leadership. It’s not just about skill, but about the passion and courage to always put the patient first.

• Provide safe, patient & family centered care – Leadership must foster and nurture a culture that is safe and centered around the patient and their family.

• Align stakeholders – Alignment holds everything together. This means having systems in place that align employee goals and incentives with organizational goals – ensuring that everyone is working toward a shared goal of providing exceptional care.

Patient Satisfaction Surveys

If you should receive a survey in the mail, we encourage you to fill it out and send it back!