Support for Patient & Family Voices

The Centers for Medicare & Medicaid Services (CMS) identified six key focus areas to measure effective patient and family engagement in clinical practice. The intent of the Support for Patient & Family Voices metric is to include the perspective and voice of the patient and family in all aspects of the governance and/or operational decision-making of the practice through Patient and Family Advisory Councils (PFAC), Practice Improvement Teams, Board Representatives, etc.

Related Resources

September 2019
Patient portals are becoming more prevalent, as healthcare providers, payers, and patients become more comfortable with their use. A 2017 survey found that 82% of patients reported having logged into their provider’s patient portal at least once – a drastic change from a similar 2013...
Patient Portals: How can they impact primary care?
September 2018
The toolkit contains educational materials and training templates for effectively engaging patient advisors in research projects. Materials can be tailored for each research project.   
Clinicians:
The toolkit contains educational materials and training templates for effectively engaging patient advisors in research projects. Materials can be tailored for each research project.
Patients:
These learning modules are a valuable educational tool for patients and caregivers participating in health-related research projects.
QI Team:
The toolkit contains educational materials and training templates for effectively engaging patient advisors in research projects. Materials can be tailored for each research project.
Health Innovation Program, University of Wisconsin, Wisconsin Network for Research Support
April 2018
This document outlines how patient and family engagement activities can improve health outcomes and achieve TCPI program-specific metrics, which align with quality payment program standards. Links to additional resources for a deeper dive are also provided. 
Clinicians:
This document outlines how patient and family engagement activities can improve health outcomes and achieve TCPI program-specific metrics, which align with quality payment program standards. Links to additional resources for a deeper dive are also provided.
QI Team:
This document outlines how patient and family engagement activities can improve health outcomes and achieve TCPI program-specific metrics, which align with quality payment program standards. Links to additional resources for a deeper dive are also provided.
Northern New England Practice Transformation Network
April 2018
QI Team:
TCPI Patient Family Engagement metrics and relevant Patient Engagement activities/ tools in ChoosingWisely Programs
April 2018
Five modules and links to a wide-range of resources for moving patients forward on the patient activation continuum. The tools are listed by category, and include Activation, Communication, Decision Aids, Self-Management and Shared-Decision Making.
Clinicians:
Learning modules and resources highlight skills and techniques for increasing the level of patient activation within practices.
Patients:
The Reference Guide contains a list of tools patients can use in their own patient activation.
QI Team:
The Reference Guide is designed to provide skills and techniques to health care team members as they encourage and enable patients to assume greater control and responsibility of their health and health care.
Military Heath System
March 2018
The Mayo Clinic Shared Decision Making National Resource Center provides decision aids and decision-making techniques. Tools are available for specific conditions and in English and Spanish. 
Clinicians:
Useful tools and aids are available to faciliate shared decision-making with your patients. Give them to your patients, or use the tools together.
Patients:
The resource center contains links to tools that will help you and your provider make decisions together about specific health topics.
QI Team:
Evidence-based resources for your providers to better facilitate shared decision-making with their patients.
Mayo Clinic
March 2018
AHRQ’s SHARE Approach is a five-step process for shared decision-making. Fact sheets, learning modules, videos, success stories, webinars and marketing materials are available. 
Clinicians:
This collection of tools and training resources can be tailored to the needs of your practice and support the implementation of shared decision-making.
Patients:
Knowing more about shared decision-making can improve your personal care experience, and the diverse collection of resources and tools on the site can help improve your primary care clinic.
QI Team:
This collection of tools and training resources can be tailored to the needs of your practice and support the implementation of shared decision-making.
AHRQ
March 2018
National leaders in patient advocacy, also members of the MedStar Health Patient and Family Advisory Council for Quality and Safety (PFACQS), provide tips on what it takes to start a PFAC that focuses on Quality and Safety
QI Team:
This 6-minute video offer tips on starting a Patient and Family Advisory Council for quality and safety.
Tips on Starting a Patient and Family Advisory Council for Quality & Safety
March 2018
This toolkit showcases how primary care practices are involving patients in quality improvement efforts as part of Aligning Forces for Quality (AF4Q), the Robert Wood Johnson Foundation’s signature effort to lift the quality of care in targeted communities across the...
Clinicians:
For practices looking to improve the care they provide, this toolkit can give unique perspectives on practice function and care delivery.
PFE Toolkit
March 2018
This webiste includes toolkits for evidence-based health system and population health improvement. 
Patient and Family Engagement Resources
March 2018
This site contains information for patients to prepare for radiation exams, therapies or procedures. There are over 230 procedure, exam and disease descriptions available. 
Clinicians:
This is a great resource for patients who are preparing for a radiology procedure.
Patients:
If you or a family member are about to undergo a radiology procedure, this website can help you prepare in advance.
QI Team:
This is a great resource to share with providers and staff so that it can be passed on to patients preparing for radiology procedures.
Radiological Society of North America, Inc. (RSNA)
March 2018
The Quick Start Guide provides clinicians and practice staff with five simple steps for implementing the teach-back approach in the office setting. 
Clinicians:
The Quick Start Guide provides five simple steps and self-assessment tools for implementing the teach-back approach in the office setting.
Patients:
A Patient’s Guide to Teach-Back introduces the model and encourages your participation.
QI Team:
The Quick Start Guide provides five simple steps for implementing the teach-back approach in the office setting, handouts and assessment tools.
AHRQ
June 2017
About this Guide: When patients and families build partnerships with their health care team – such as doctors, nurse practitioners, nurses and clinic staff - to improve health care, everyone benefits! This guide will help you decide if you want to partner with your health care team as...
Clinicians:
Use this guide to recruit and train patient and family advisors for your clinic, and ensure your program is following best practices.
Patients:
Through this guide you will learn more about the patient and family advisory role and how to effecitvely participate as one.
QI Team:
Use this guide to recruit and train patient and family advisors for your clinic, and ensure your program is following best practices.
PCPCC
April 2017
This toolkit outlines six steps for creating a practice culture that emphasizes and incorporates the patient and family perspective in every aspect of care, and a 30-day kick-start plan maps out concrete actions that can be taken within the next month. 
Clinicians:
Not sure where to start in implementing patient and family engagement? This 30-day kick-start plan maps out concrete actions you can take over the next month.
Patients:
A simple and comprehensive guide for understanding the benefits of patient and family engagement and the processes for implementation.
QI Team:
Not sure where to start in implementing a culture of patient and family engagement? This 30-day kick-start plan maps out concrete actions you can take over the next month.
PCPCC
August 2016
This tool is intended to help healthcare organizations improve patient engagement in care redesign. It contains customizable tools and templates for teams and patients working together on quality improvement initiatives. Free registration is required to use the toolkits provided on HIPxChange.
Clinicians:
This toolkit is intended for hospital and clinic directors, managers, clinicians, and researchers who are interested in the framework and specific, tangible tools for engaging patients as partners in health system quality improvement and change initiatives. Free registration is required to use the toolkits provided on HIPxChange.
Patients:
Customizable tools and resources for working with our primary care clinic on improvement efforts. Free registration is required to use the toolkits provided on HIPxChange.
QI Team:
This toolkit is intended for hospital and clinic directors, managers, clinicians, and researchers who are interested in the framework and specific, tangible tools for engaging patients as partners in health system quality improvement and change initiatives. Free registration is required to use the toolkits provided on HIPxChange.
Health Innovation Program, University of Wisconsin
June 2016
Below are resources from seminars and trainings, for PAC staff, leaders, and patient advisors at San Francisco Health Network Primary Care. Find more additional information here! 
San Francisco Department of Public Health
May 2016
Turn-key implementation guide and presentation slides to start a patient and family advisory council. 
Clinicians:
Step-by-step guide for starting a patient and family advisory council at your primary care practice and presentation slides for your first internal clinic meeting.
Patients:
Learn how to effectively start or participate in a patient and family advisory council to improve care at your primary care clinic.
QI Team:
Step-by-step guide for starting a patient and family advisory council at your primary care practice and presentation slides for your first internal clinic meeting.
Bon Secours Virginia Health System
May 2016
This article includes lessons learned, best practices and suggested ways pediatricians can foster these partnerships to enhance outcomes for the children they care for and their families. 
Family Voices, American Academy of Pediatrics New Jersey Chapter
February 2016
We believe that working with you to improve care at our practice will make the changes made better meet the needs of all our patients and their families. We invite you to consider becoming a Patient or Family Improvement Partner. Sharing your ideas, experience, and opinions helps us think about...
Institute for Patient- and Family-Centered Care

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