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	James L. Holly, M.D.

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Letters - Maureen Bisognano’s response to The Conversation Project

For patients, traditionally, healthcare has been a spectator sport. Almost like a passive bystander, patients were told what, when, where and how to receive “healthcare.” That system worked fairly well when there was little which could be done for illness; but, in the 21st century when many things can be done, new questions arise such as:

Even when something can be done, should it be done?
When there are several different things which can be done, which one does the patient want done?

Maureen Bisognano, CEO of the Institute for Healthcare Improvement (IHJI) and a recognized international expert on improving healthcare systems, has taught us to ask a much more profound question and that is, “What do you want?” The elimination of the word “done,” changes the healthcare conversation from one of procedures, tests, services, etc., to one of outcomes, goals and desires. It changes the conversation from science to humanity

The following is Ms. Bisognano’s response to SETMA’s work (this is posted with her permission):

Larry,

Can I tell you that you are my hero? You are such an amazing visionary, an articulate spokesperson for change, and an advocate for patients and families. I am honored that you would share my brother’s story. It’s in my heart (one of many) and I so appreciate you sharing it. But everything you write moves me. Thanks for being you...the whole country benefits from your leadership. Hope to have coffee with you some day! Warm thanks for all, Maureen

Maureen Bisognano
President and CEO
Institute for Healthcare Improvement
20 University Rd.
Cambridge, MA 02138

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