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date: 19 October 2019

Abstract and Keywords

Patient-centered care (PCC) has been a focus of health care management for many years, with emphasis ranging from the policy and health system levels to individual care at the bedside. This chapter examines the state of PCC research and practice in the early 21st Century. We discuss how PCC has been defined by scholars, practitioners, and patients. We then review current trends in the use of patient experience measures, a key focus in efforts to improve health care delivery. Conceptually, we show that an essential component of PCC is a therapeutic relationship between care provider and patient; yet, many PCC measures do not capture this. Next we review research on work environment characteristics that influence PCC. We suggest that work environments that support caring and compassion, for patients as well as for care providers, best provide a foundation upon which high quality PCC can flourish.

Keywords: patient-centered care, patient experience, compassion, therapeutic alliance

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