Approaches to Elevate Patient and Family Voice

Members can implement the following approaches to ensure patient input meaningfully informs operational and strategic decisions:

• Include patients or caregivers on the organization’s board to influence policy and direction.

• Form a Patient and Family Advisory Council (PFAC) to provide regular, structured input on care experiences and practice improvements.

• Use routine surveys to assess the patient and family experience—digitally or in person.

• Invite patients to attend operational or committee meetings to observe, provide insights, and help shape policy and procedures.

• Involve patients and families in all quality improvement initiatives, ensuring they are co-designers in solutions.

• Use advisory councils, surveys, or focus groups to capture feedback on patient experience and suggestions for improvement.

• Close the loop by communicating changes made in response to patient feedback—demonstrating that their voices drive action.

• Educate the public on how to evaluate healthcare providers, empowering patients to be informed advocates.

• Promote data transparency by sharing provider quality data (e.g., outcomes, complication rates, readmissions) in ways patients can understand.

• Use focus groups to explore deeper insights into patient needs and experiences.

• Include patients and families in staff education sessions, particularly around communication, empathy, and cultural humility.

• Start staff or board meetings with a patient story to center discussions on real-world impact.

• Use real-time digital tools (e.g., tablets, apps, or kiosks) to gather immediate feedback at the point of care.

What Our Members Are Doing

Here are a few ways VCSQI members are implementing this strategy:

• Developed a SurveyMonkey patient feedback form, accessible via tablet after each visit. Patients complete the survey before formally checking out.

• Placed a drop box and comment cards in the waiting area for anonymous suggestions and experiences.

• Formed a process improvement team dedicated to reviewing patient feedback and identifying opportunities for care and workflow enhancements.