TABLE 4.

Patients’ and Caregivers’ Quotations Supporting Quality Indicators

Access to and early enrollment in palliative care programs represents quality care

[Patient] “They are sort of preparing me for what would happen. . .Now, I know how the network works. I didn’t understand before.”

[Caregiver] “They said to call them whenever I needed them, and they gave me a number to contact. I said ’I am taking up your time,’ and they said ’no, that is what we are here for.”’

Continuity of care represents quality care

[Patient] “I had to explain my situation over again. It wasn’t written down anywhere.”

[Caregiver] “My wife didn’t know the reason why he moved her to palliative care and he didn’t see her any more.”

Multidisciplinary care represents quality care

[Patient] “Social work identified that I needed to see [a psychiatrist] because I was a basket case. . .it was a good experience.”

[Caregiver] “I found the nurses were excellent. . .they had lots of tricks for Mom to get more comfortable and treated us really well.”