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PUTTING PATIENTS FIRST

Second Edition

EDITORS

SUSAN B. FRAMPTON

PATRICK A. CHARMEL

PUTTING PATIENTS FIRST

PUTTING PATIENTS FIRST

Second Edition

EDITORS

SUSAN B. FRAMPTON

PATRICK A. CHARMEL

Copyright © 2009 by Planetree, Inc.

Published by Jossey-Bass

A Wiley Imprint

989 Market Street, San Francisco, CA 94103-1741—www.josseybass.com

No part of this publication may be reproduced, stored in a retrieval system, or transmitted in any form or by any means, electronic, mechanical, photocopying, recording, scanning, or otherwise, except as permitted under Section 107 or 108 of the 1976 United States Copyright Act, without either the prior written permission of the publisher, or authorization through payment of the appropriate per-copy fee to the Copyright Clearance Center, Inc., 222 Rosewood Drive, Danvers, MA 01923, 978-750-8400, fax 978-646-8600, or on the Web at www.copyright.com. Requests to the publisher for permission should be addressed to the Permissions Department, John Wiley & Sons, Inc., 111 River Street, Hoboken, NJ 07030, 201-748-6011, fax 201-748-6008, or online at www.wiley.com/go/permissions.

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Library of Congress Cataloging-in-Publication Data

Putting patients first: best practices in patient-centered care / editors, Susan B. Frampton, Patrick A. Charmel—2nd ed. p.; cm.

Includes bibliographical references and index. ISBN 978-0-470-37702-4 (cloth)

1. Medical personnel and patient. 2. Hospital care. I. Frampton, Susan B. II. Charmel, Patrick A.

[DNLM: 1. Patient-Centered Care—methods. 2. Patient-Centered Care—trends. W 84.5 P993 2009] R727.3.P88 2009 610.69'6—dc22

2008029694

Printed in the United States of America