144 ◾ Accelerating Health Care Transformation
◾ A goals- of- care worksheet now travels with the patient, assuring continuity
and continual visibility of the plan for patients, families, and team members.
In addition to these large changes, Med Tele manager Christin Gordanier
recalls many smaller, but no less important, improvements that her team made
based on the study of the patient and family experience. One such insight was
around the language that clinicians routinely use to describe what is happening
to patients. “We say you’re being downgraded to Med Tele, or you’re going to a
lower level of care. at is actually an improvement in their status, but it may not
sound like it to them. If you were checking into a hotel and they told you ...