Why and How to Include the Patient-Family Voice in a Medical Home

Posted December 23, 2014 by Bonnie Thompson, Mass Family Voices

Bonnie Thompson, Mass Family VoicesAt a recent medical appointment, my teenage daughter and I were offered an opportunity to complete a patient experience survey. My daughter was eager to provide feedback and happily answered the questions thoughtfully.

She likes that movies play in the waiting room and doesn’t like when wait times in the exam room are long. She noted when she felt that complete information was given to her and recognized when she felt disconnected from the doctor. To her, the experience of the visit went far beyond what her doctor did or didn’t say. It included the entire experience from beginning to end, from checking in for her appointment to leaving the office with her questions and concerns addressed—or not.

As more primary care practices work towards identifying themselves as a medical home, patients and family caregivers can play a vital role in shaping how healthcare is delivered. Regardless of the frequency or intensity of care received, most of us have experiences to share about visiting a doctor’s office, health clinic or hospital. Patient- and family-centered medical homes find value in these perspectives as practices work to develop collaborative partnerships with patients and families.

Conducting patient surveys are just a first step for involving patients and families in shaping the healthcare experience. I learned this firsthand through my work on the CHIPRA Massachusetts Medical Home Learning Collaborative, which provided an opportunity for families to share their healthcare experiences to help their child’s pediatric practice transform into a medical home. Thirteen participating practices each invited two “Family Health Partners” to join their quality improvement (QI) teams. Many practices utilized family partners in improvement activities such as discovery shopping and developing care team and care planning tools.

While the project is wrapping up, all of us who participated are eager to spread the lessons learned throughout the learning collaborative. We recently created a Family Engagement Guidecoauthored by NICHQ and Mass Family Voices, a family support organization—that provides pediatric practices with a framework for involving families in QI activities during medical home transformation and beyond. Along with assisting practices in the initial development of a family engagement strategy, this toolkit can help practices sustain and inspire the families with whom they already partner.

Based on input and feedback from family partners and practice transformation facilitators, the Family Engagement Guide includes an orientation to medical home, patient- and family-centered care and QI activities. Practices can also learn how to assess staff and leadership readiness for partnering and supporting families, prepare for recruitment of families who represent their practice community and determine the roles and activities of family partners as improvement partners.

Imagine the impact that the family voice could have on every aspect of an office visit. I know my daughter would have some valuable ideas about how to improve her experience.

How are you getting families involved in improving your practice? Let us know in the comments below.

Bonnie Thompson is an advocate with Mass Family Voices at the Federation for Children with Special Needs and a Family Leader with the MA CHIPRA Quality Demonstration Grant, as well as the proud parent of a 15-year-old health consumer in training. 


Share:

Add your comment

 
 

 

Archive

Tagcloud

qi quality improvement onboarding collaboration engagement partnerships larc im coiin nichq nashp breastfeeding new york wic new york state hospitals mom mother partners epilepsy data AAP early childhood eccs coiin pdsas texas community support learning session infant mortality children's health new technology engineering transgender collaborative learning planning PDSA planning paralysis underplanning analysis paralysis vision eye health smoking smoke-free housing second-hand smoke toolkit e-module infant health dental care oral health underserved populations health inequity public health Maternal and Child Health Journal tips leadership engagement Sickle cell disease indiana SCD medicaid perinatal regionalization safe sleep sudden infant death syndrome national birth defects prevention month birth defects pregnancy planning one key question prepregnancy health preconception health public breastfeeding support family engagement families patients experts insights CHOPT childhood obesity innovation food desert telemedicine TBLC breastfeeding supporting preterm birth prematurity racial disparities audiology ehdi follow-up illinois talana hughes vulnerable populations sports asthma soccer basketball obesity football SIDS Pokemon Go gamification smartphones interconception care birth spacing issue brief contraceptive use postpartum care CoIN HRSA early childhood trauma NHSA community health consumer advocacy womens health interconception health teenage health PATCH wisconsin missouri risk appropriate care community health workers SCD< infographic infant mortality awareness month inspirations childrens health national breastfeeding month maternal health patient engagement hearing loss hearing treatment pediatric vision vision screening eyesight pre-term birth early-term birth SCD clinic los angeles LOCATe CDC levels of care neonatal care maternal care smoking cessation project safe sleep practices neonatal abstinence syndrome NAS opioids maternal and child health MCH Family voices quality care mental health hydroxyurea SCDTDP men dads testing change data sharing state government city government apps sleep AJPM preconception care senior leadership breastfeeding support video series health equity health disparities access BQIH exclusive breastfeeding long-acting reversible contraception unplanned pregnancies social determinants of health health innovations Best Babies Zone CoIIN baby boxes Rhode Island progesterone rooming-in Baby-Friendly parent partner patient and family engagement healthy weight healthy lifestyles primary care telementoring ECHO video conferencing socioemotional health childhood development pediatric Tennessee interview National Coordinating and Evaluation Center medical-legal partnerships mobile app disparities perinatal care overweight obese healthy weight clinic wellness pilot sites data collection education resources paternal engagement risk-appropriate care preterm infants high-risk babies Ten Steps public relations social movement reversible contraceptives medical home pediatric medical home patient transformation facilitator PTF skin-to-skin rooming in prenatal smoking information visualization charts SUID postpartum new mother webinar AMCHP QI Tips ongoing improvement fourth trimester partnership quality and safety coaching PDSA Cycle leadership support year end holiday message reflections gratitute Medicaid data doctor relationship PQC perinatal quality collaboratives vision care vision health evidence-based guidelines ASH health and wellness healthy living healthy eating home visitors home visiting programs March of Dimes APHA results evaluation supplementation formula reduction video infant loss social media advocacy leadership Berns Best Fed Beginnings Ten Steps to Successful Breastfeeding sustainability stress prenatal care data capacity epidemiologists surveillance data PFAC community partners preconception and interconception care motivational interviewing Native Americans ADHD NICHQ Vanderbilt Assessment Scale ADHD Toolkit system design care coordination skin to skin newborn screening ASTHO reduce smoking aim statement safe birth Texas Ten Step skin-to-skin contact 10 Steps staff training small tests acute care mother-baby couplet collective impact population health preconception Newborn Screening Program substance abuse breast milk formula milk bank crisis Huffington Post fundraising campaign first responders NYC improvement healthcare health system sickle cell diease treatment protocol family health partner maternity care Collaborative Improvement and Innovation Network Health Outcomes Cross-Sector Collaboration Knowledge Sharing Child Health