The Patient CARE Model
Elevating Patient Care
Welcome to the Patient CARE Model
The CARE Model is a simple, powerful framework for improving every healthcare interaction - no matter which team member in the organization it involves, from reception desk to doctors. It helps patients and healthcare teams work together for care that is effective, compassionate, and just plain human."C" is for Collaboration
Patient care works best when it’s put together collaboratively. Patients and providers combine experience— medical and personal — to create the plan that's best suited for all. A key concept of this pillar is understanding the 4 types of patients (Compliant, Cooperative, Contemplative, and Contentious)."A" is for Attention
The little things do matter. Listening fully, asking clearly, and confirming understanding build trust and encourage the most beneficial outcomes."R" is for Respect
Treating each other with courtesy and consideration keeps conversations productive, even when choices or opinions are difficult to discuss."E" is for Emotion
Acknowledging the human side of care — hopes, fears, frustrations, and doubts — ensures decisions reflect the whole person, not just the condition. It's all about the people, not about their charts or cases.
Download the CARE Model infographic now:
Recognizing the 4 Types of Patients
The “C” in the CARE Model, Collaboration, works best when the organization understands the way each patient approaches or reacts to healthcare. Only then can they mutually plan the most beneficial care.The 4 Types of Patients
Patients generally fall into one of four types, each with a unique style of interacting with providers:Compliant - Follows instructions closely, seeks guidance, and values clear directives. Sometimes they won't even need to ask "why" they're doing as asked.Cooperative - Equally willing to take direction and seek guidance, but may ask questions and will want to know "why". Not necessarily because of any doubt or pushback, but because they want to know more.Contemplative - Likes to be informed and actively involved with their care. Reflects carefully, takes time to weigh options, and may have done some of their own research. They will want to participate in or make the decision themselves.Contentious - Challenges recommendations, questions authority, and advocates strongly for personal preferences, which may or may not be informed. Could be skeptical or even suspicious about the organization.Understanding the patient's type — and how they respond to others — can help all parties collaborate more effectively and plan care that fits the patient's needs.Download the chart of 4 patient types with guidelines for interaction:
Dive Deeper into the CARE Model
If you'd like more depth on the CARE Model, download the white paper for a more detailed executive overview.Be sure to check out our PatientCares newsletter on Substack for articles, commentary, and experiences related to the CARE Model.If you have a patient care story of your own (good or bad), share it so others can learn from your experience. Click here or below. Stories might be chosen for publication and comment in the Substack newsletter.About the CARE Model
Gary Lim is the creator of the Patient CARE Model, and the principal consultant at Aurarius LLC. As a long-time business advisor and consultant, he has worked with organizations across industries to improve leadership effectiveness, operational performance, and customer experience. Drawing on decades of experience in strategy, product and organizational development, Gary helps product and service organizations build cultures that deliver consistent, human-centered experiences. He is also the author of multiple business and leadership books, often written as engaging parables that make complex ideas easy to understand and apply. With the Patient CARE Model, Gary brings his passion for clarity, empathy, and actionable insight to the vital work of elevating the patient experience.