Dr. Susan Frampton, President of Planetree International, discusses how they pioneered the concept of sustainable patient and person-centered care principles, customer experience, and connections to quality and safety in the healthcare industry, and expanded this model around the world in a global quality movement — establishing the international standard for defining and measuring excellence in person-centered care. She further explains how that model allows patients to stay informed and in charge of their own treatment plans. Finally, Dr. Frampton discusses the recent uptake of telemedicine and the Planetree model, and how she’s preparing caregivers for this change, as well as how she’s helping employees deal with the stresses of the COVID-19 pandemic.