Patient- and Family-Centered Care

At Brigham and Women’s Hospital, we believe that involving our patients and their families as a key part of our health care team is instrumental to our goal of doing everything possible to improve our patients’ health. That partnership is at the core of our Patient- and Family-Centered philosophy.

We work hard to promote an open discussion among all stakeholders in our patients’ care – before, during and after treatment. We encourage our patients and their families to be active participants in their care. By doing so, we’re better able to understand our patients’ needs and their desires and provide information that is open, timely, complete, understandable and respectful; deliver care in a manner that is safe and efficient; provide comfortable and convenient facilities; and continuously search for ways to improve.

Steps to success

Over 10 years ago, BWH began identifying opportunities for improving the patient and family experience. This culminated in the creation of a philosophy statement and seven core strategies for success that were developed from the input of more than 300 staff, patients and family members.

• Measurement strategy – Hospital satisfaction surveys are sent to more than 70% of our patients.
• Reporting strategy – Survey feedback and analysis are routinely distributed to staff and committees and made publicly available via Our Commitment to Quality site.
• Leadership focus – We created the Patient and Family Advisory Council - a diverse group, including hospital leadership, committed to identifying opportunities for improving the patient and family experience at BWH.
• Process improvements – One example is the recent upgrade of our nurse call system, which has led to quicker responses to patient calls.
• Facility design – All rooms in the Shapiro Cardiovascular Center (ICU and non-ICU) and our Connors Center for Women’s Health are private, with a dedicated family zone to ensure comfort and privacy for patients and their family members. Our Patient Tower is currently being renovated as well.
• People strategies – We developed a “Connecting with Care” training program to prepare staff for increased family presence and involvement.
• Voice of the patient and family – We work hard to ensure that patient and family advisors  are included in key hospital committees and focus groups.
  

Your voice

If you have any comments, concerns or suggestions regarding your experience at Brigham and Women's Hospital, please contact our Patient/Family Relations Department.