Improving healthcare quality with the WHO framework for integrated person-centered health services

 
Much like the Dutch ‘Generiek Kompas’, which has its roots in palliative care but has since grown into a broader healthcare quality framework, the WHO framework offers direction for organisations, professionals, and policymakers who want to focus on what matters most: the individual and their needs. Its core principles – patient empowerment, collaboration, and transparency – are relevant across every aspect of healthcare, not just at the end of life.

Why a new healthcare quality framework is needed

Healthcare systems face major challenges. Populations are ageing, the number of people with chronic conditions are increasing, and the number of available healthcare professionals is in decline. This creates an urgent need for a new way of working – one that looks beyond purely medical needs and instead focuses on what contributes to a meaningful and valuable life.

A guiding framework is essential to embed this shift. The WHO’s IPCHS framework provides exactly that: a structure to help align healthcare with the specific situation and preferences of the patient, while encouraging collaboration between professionals, organizations, and families. In the UK, this aligns with the NHS Long Term Plan, and in the US, it resonates with Value-Based Healthcare initiatives driven by CMS as well as the IHI Triple Aim.

What is the WHO IPCHS framework and who is behind it?

The WHO framework is designed to support healthcare professionals and organizations in delivering more integrated, person-centered care. It is not about replacing existing national standards, but about providing an overarching approach that brings consistency and clarity across systems.

Its main pillars are:

• Person-centered care – focusing on what patients value in their daily lives
• Collaboration and coordination – ensuring continuity across disciplines and providers
• Transparency and accountability – demonstrating outcomes that matter to patients and communities

These principles form the foundation for a new type of healthcare: one that adapts to the wishes and needs of the individual, while ensuring systems remain accountable and sustainable.

Why a healthcare quality framework matters

A framework like IPCHS is essential for improving healthcare quality worldwide. It helps professionals and providers align their services with the specific needs of patients, while encouraging a more human, value-driven approach to healthcare.

For organizations, this often means adjusting internal processes, breaking down silos, and creating new partnerships with external stakeholders. It requires openness, collaboration, and in many cases a cultural shift towards a shared responsibility for outcomes.

Importantly, IPCHS doesn’t stand alone – it complements national and local quality systems, such as NICE guidelines in the UK or CMS quality programmes in the US. The overarching vision offered helps providers, professionals, and regulators work towards the same goal: better healthcare for all.

The impact on healthcare providers and professionals

For providers and professionals, adopting IPCHS principles means working in a more holistic way. Healthcare should not only address clinical needs but also the personal values, goals, and preferences of the individual.

A concrete example is the open conversation between physician and patient – moving from “What is the matter?” to “What matters to you?”. This type of dialogue doesn't just help determine what care is needed, but also how it should best be organised and delivered.

Implementing this healthcare quality framework is not without challenges. It often requires redesigning existing processes, strengthening collaboration across disciplines, and investing in continuous learning and professional development. But the payoff is significant: higher patient satisfaction, better outcomes, and more efficient use of resources.

Getting started with people-centered care in your organization

To successfully implement IPCHS principles, organisations must create buy-in across all levels. This means involving professionals early, providing clear information about the benefits, and offering training and workshops to make the framework tangible.

Supporting tools such as quality management systems and digital platforms can help embed the principles into daily work. Most importantly, communication and collaboration are crucial: everyone, from frontline staff to leadership and external partners, needs to understand the goals and methods of the framework. Only then can the shift towards integrated, people-centred care truly take hold.

Turning principles into practice

The WHO Framework on Integrated People-Centered Health Services provides the international healthcare community with a clear direction towards more human, value-driven, and sustainable healthcare. Putting people at the heart of decision-making and fostering collaboration across the system helps turn ambitions into everyday practice. For providers in the UK, US, and beyond, it represents not just another policy initiative, but an opportunity to reshape healthcare around what really matters.