Patient-centered care: turning the rhetoric into reality.

Although patient-centered care (PCC) was proclaimed a core health system aim in a 2001 Institute of Medicine report, it remains one of the most-used and least-understood terms in healthcare. We interviewed leaders at 15 Medicare accountable care organizations (ACOs) across the country that have been the most successful in putting patient-centeredness into actual practice to develop an operational definition. The ACOs we spoke with had a 3-pronged practical approach of: 1) patients as partners, 2) proactive customer-service orientation, and 3) care coordination with a whole-person approach. We believe this framework can serve as a guide as the healthcare system moves "from volume to value" and a true partnership becomes increasingly critical both to patients and the healthcare system as a whole.