Patient Centered Care Model


As new components of the Patient Protection and Affordability Care Act are added to providers’ reimbursement structure, there is a significant emphasis on Patient Centered Care. Although there is a general understanding of this concept, it involves operational changes that require time and commitment from leadership. Ultimately, if HCAHPS scores do not place in the higher quadrants, provider reimbursements will be impacted by this perceived shortfall in care. Fortunately, we have lived and breathed the Patient Centered Care model for over a decade, so we can guide you through the steps to achieve this necessary transformation.


Because our program points out methodical steps to improve patient satisfaction, hospital leadership at all levels takes a thorough look at their management styles, their treatment plans, and the overall employee and patient environment.

As we train managers and staff, our programs lead to real transformation. We offer these programs to all employees throughout the organization, and focus on the appropriate methodologies for each staff member to alter their attitudes and activities.

Workshops and lectures include, with? examples and interactive activities that help each employee find their own best practices. We also train employees to recognize the needs of patients and their families, so they can ensure that the patient actually does become the center of care.

This patient centered care model benefits all areas of the hospital, including risk management, administration, employees, and especially patients and their families.


Some professionals who say they can help providers implement the cultural changes necessary to provide patient centered care often take a superficial approach. They merely instruct hospital employees to tell their patients how to answer their CMS evaluation survey after discharge from the hospital. But we are the leader in one of the nationally identified top facilities in patient centered care, so our system goes much farther. It shows hospitals how to provide a truly exceptional patient experience. Instead of asking patients to respond appropriately to a survey, patients served by our clients want to respond appropriately because the care they received is so significantly different and improved.


Our clients report that this program has not only improved patient care, but has also improved employee/leadership relationships and has allowed them to change healthcare delivery in a positive way.


Implementing PCCM can involve an investment which will ultimately lead to higher returns. To support this investment, other SunStone services can be implemented that help the organization find the necessary funds to deploy this program on a large scale.