Patient-centerd care explained

Is about treating a person receiving healthcare with dignity and respect and involving them in all decisions about their health.

This type of care is also called ‘person-centerd care’#

It is an approach that is linked to a person’s healthcare When healthcare professionals and services give you patient-centerd care, it puts you at the ‘center’ of your healthcare by: communicating and coordinating your care between appointments and different services over time, such as when making a referral from your doctor to a specialist involving you in your healthcare decisions at all times.

Patient-centerd care is more than just how your healthcare professional treats you. It is also about how healthcare services and governments create and support policies to put healthcare users, not healthcare organizations, at the center of care. You have the right to access healthcare when you need it.

You should expect that this care supplied by your healthcare provider is safe and of high quality. In order to provide patient-centerd care, it is important for healthcare professionals to have a good understanding of your care preferences.

They should respect these preferences throughout your treatment#

When your care is patient-centerd, your healthcare professional clearly explains your treatment options and respects your decisions. They will acknowledge you for who you are and will not discriminate based on your background, beliefs or preferences.

A key part of patient-centerd care is you becoming involved in your healthcare#

This means you choosing to be included in all decision making, healthcare planning and goal setting.

Doing this can actually improve your healthcare#

Your healthcare professional should give you all the information you need to make informed decisions. You should be given time and opportunities to ask questions, and talk to your carers, family and friends before making decisions. In situations where many treatments are needed at the same time, being actively involved in your care will help you and your healthcare team to plan and prioritize your treatments.

This helps everyone know and understand what is happening and why. You also have the right to refuse any treatment that you are not comfortable with, except when you are not able to give your consent.

If you lose the capacity to make decisions, you have the right to appoint someone to make medical decisions for you.

You have the right to be treated with respect and dignity. This includes respect for your privacy and the confidentiality of your health information. You have the right to be treated without discrimination based on your age, gender, gender identity, sexual orientation, disability, employment status, cultural background or religious beliefs.

Healthcare should be delivered in a way that respects all your beliefs, particularly those related to treatment options, death, dietary needs and the gender of the person treating you. Respect in a healthcare setting also includes healthcare professionals and services trying to arrange your appointment times to fit in with your needs and lifestyle.

High-quality healthcare is based on open and effective two-way communication between you and your healthcare professional.

This means understanding what your healthcare professional says and if you are prefer a language other than English, it may include using a professional interpreter. Your healthcare professional should explain information about your care and condition, including treatment options, prognosis, potential side effects and costs.

You should be able to ask questions#

Understanding more about your treatment will help you make informed decisions about your care.

Your healthcare professional should provide an environment where you feel safe#

This includes, for example, providing care and treatment that includes personal privacy, such as separate treatment rooms, screens or curtains.

If you are not sure whether you are receiving patient-centerd care, ask yourself: Have you been asked about your needs and preferences and is the healthcare professional working to meet them? Have you been encouraged and supported to be involved in planning and making decisions about your care? Have you been given the option to involve a support person or interpreter during consultations? Has the communication from the healthcare professional been clear and in language you can understand? Has the healthcare professional shown respect for you as an individual?

If you feel your doctor, other healthcare professional or healthcare service is not putting your needs and choices at the center of your care, you have the right to say something about it and to have your concerns addressed.

This also applies if you are unhappy with the way someone you are caring for is being treated.

Healthcare organizations should make their feedback process easy to find and use#

If you have a problem with a healthcare professional or service, start by talking with them to explain your concerns. It may be a misunderstanding or something that can be easily resolved. Healthcare organizations often welcome feedback so they can improve their services.

Sometimes, it highlights a bigger problem that they need to address. Some hospitals have a patient representative who deals with patient feedback. Your healthcare organization should clearly tell you how you can give feedback about your experience.

If not, ask your healthcare professional or look on the healthcare organization’s website for more information. This free and confidential service assists in resolving complaints about Michigan health services.

When you contact the Health Services Commissioner, an Assessment Officer will: put you in contact with other people who may be able to help.

Patient-centerd care rights treating you with dignity, respect and compassion or sharing your care between a community health service and a hospital tailoring the care to suit your needs and what you want to achieve supporting you to understand and learn about your health helping you find ways to get better, look after yourself and stay independent Expect patient-centerd care from your healthcare professional Actively participate in your care Respect in a healthcare setting Good communication with patient-centerd care Providing a safe environment How to identify patient-centerd care Does the healthcare organization have clear feedback process? Have you been told about these?

What to do if you’re unhappy with your care Speak to your healthcare professional first Make a complaint to the healthcare service Make a complaint to the Health Services Commissioner If you are unhappy with the health service’s response, contact the Health Complaints Commissioner on (03) or make a complaint online listen to your feedback give you information about what to do next help you to take your complaint to the healthcare service refer your complaint to the Health Services Commissioner for further action if needed

Where to get help#

Key Points#

• They should respect these preferences throughout your treatment
• key part of patient-centerd care is you becoming involved in your healthcare
• Understanding more about your treatment will help you make informed decisions about your care