Jan 24 2011

Building the Ideal Patient Care Experience

Wouldn’t it be great if every time you go to the doctor’s office or hospital, everything goes right? Appointments are scheduled flawlessly, you aren’t kept waiting, you get the information you need to make decisions about your care, and your choices and preferences are respected. The University of Michigan Health System is reinventing itself to deliver this ideal — what we call the Ideal Patient Care Experience (IPCE) — to all of our patients 24 hours a day, 7 days a week.

“This is the only place I want to receive my care”

In 2004, a UMHS leadership team asked itself what would have to happen for patients to say, “This is the only place I want to receive my care.” The result of their deep dive into this question is a compelling vision in which every patient encounter – from scheduling an appointment to receiving in-home care after surgery – will be the very best it can be. Read the rest of this entry »