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As health care providers, patients are at the center of everything we do. From investing in the latest equipment to planning the dinner menu, patients are our highest priority.
So to make their hospital experience as comfortable as possible, we implemented the Patient & Family JourneySM. It's not a program. It's a deeply embedded philosophy that evolved from looking at things from patients' perspectives.
We conducted research that included mock patient scenarios, physician, nurse and caregiver shadowing, patient and family interviews and simple observation. What we found was that the treatment and recovery aspects of the Patient & Family JourneySM at Texas Health are well managed, both technically and professionally. Other areas presented opportunities for improvement.
With this knowledge, Texas Health focused on five Universal Commitments — guiding principles for creating the ideal patient and family experience:
- Provide quality care in a safe environment
- Value people's time and energy
- Treat the whole person, actively understand and respect individual needs
- Keep people informed throughout
- Give people a sense of control
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