How can you involve patients and families in service quality improvement initiatives?

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Quality improvement (QI) is a systematic and continuous process of identifying and addressing gaps in the delivery of health care services. QI aims to enhance the safety, effectiveness, efficiency, and patient-centeredness of care. However, QI initiatives cannot succeed without the active participation and feedback of the people who use and experience the services: the patients and their families. In this article, you will learn how to involve patients and families in service quality improvement initiatives and why it is beneficial for both the providers and the recipients of care.

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1 Benefits of patient and family involvement

Patients and families are the ultimate stakeholders of health care services, who bring valuable insights, preferences, and expectations that can inform and improve care. Involving them in QI initiatives can have many advantages, such as enhancing patient satisfaction and loyalty, improving clinical outcomes and safety, reducing costs and waste, fostering a culture of trust and partnership, and strengthening accountability and transparency.

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Dr.Oluwole Oluwaniyi

Public Health Physician.
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Through involvement and contribution of patients and their families in the improvement plans, the six dimensions of quality in health care: safety, effectiveness, patient-centeredness, timeliness, efficiency and equity can be well addressed.

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Peter Miller

President at AMS (Advanced Material Solutions) ?? Ranked ‘The USA’s Most Innovative High-Speed Testing Firm‘ || We Help Manufacturers Keep Defective Parts From Entering Their Assembly Line
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Patient and family involvement in healthcare services offers numerous benefits. They bring valuable insights, preferences, and expectations that can inform and enhance care delivery. By involving them in Quality Improvement (QI) initiatives, healthcare organizations can boost patient satisfaction and loyalty, enhance clinical outcomes and safety, reduce costs and waste, foster a culture of trust and partnership, and strengthen accountability and transparency.

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Franciele B.

Process Improvement Execution | Quality | Master Black Belt Lean Six Sigma | Fullfilment | WCM | Mentora
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Para envolver pacientes e familiares em iniciativas de melhoria da qualidade, crie comitês de feedback ou grupos de foco para ouvir suas experiências e sugest?es. Ofere?a canais acessíveis para a comunica??o de preocupa??es e ideias. Eduque-os sobre a importancia das iniciativas de qualidade e como suas contribui??es impactam os cuidados. Mantenha uma comunica??o transparente e atualize-os sobre as mudan?as implementadas com base no feedback recebido.

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2 Strategies for patient and family involvement

When it comes to involving patients and families in QI initiatives, the strategies used can vary depending on the scope, stage, and goal of the project. For instance, feedback can be gathered through surveys, interviews, focus groups, or suggestion boxes. Patients and families can also be invited to join QI teams, committees, or advisory councils. Additionally, they can be engaged in co-designing or testing solutions or changes. Education about QI concepts and methods is also a useful way to involve them. Furthermore, empowering them to share their stories or experiences and recognizing and rewarding their contributions are also effective strategies.

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Jennifer Johnson-Joefield

Director of Quality Management and Compliance
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Deeply listening to patients and families at every opportunity can teach us a tremendous amount about how they perceive the healthcare system and experience.

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Peter Miller

President at AMS (Advanced Material Solutions) ?? Ranked ‘The USA’s Most Innovative High-Speed Testing Firm‘ || We Help Manufacturers Keep Defective Parts From Entering Their Assembly Line
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Strategies for involving patients and families in Quality Improvement (QI) initiatives can be diverse and tailored to fit the specific project goals. Feedback collection methods such as surveys, interviews, focus groups, or suggestion boxes can provide valuable insights. Involving patients and families in QI teams, committees, or advisory councils ensures their perspectives are considered in decision-making processes. Co-designing or testing solutions with patients and families enhances the relevance and effectiveness of interventions.

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3 Challenges and solutions

Despite the benefits and strategies of patient and family involvement, there are also some challenges that may hinder or limit their participation. These can include a lack of time, resources, or skills; resistance or skepticism from staff or patients; difficulty in reaching or representing diverse or vulnerable groups; and ethical or legal issues related to confidentiality or consent. To overcome these obstacles, you need to plan and budget for patient and family involvement, build trust and rapport with staff and patients, use multiple and accessible methods to reach and engage them, provide training, support, or incentives for their involvement, respect their rights, preferences, and diversity, and communicate clearly and regularly with them.

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Jennifer Johnson-Joefield

Director of Quality Management and Compliance
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Make patient and family involvement as easy as possible to maximize engagement. Thus demonstrates respect for people’s time and contributions.

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Peter Miller

President at AMS (Advanced Material Solutions) ?? Ranked ‘The USA’s Most Innovative High-Speed Testing Firm‘ || We Help Manufacturers Keep Defective Parts From Entering Their Assembly Line
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Challenges in involving patients and families in Quality Improvement (QI) initiatives can arise due to various factors, including limited time, resources, or skills, skepticism from staff or patients, and difficulties in reaching diverse or vulnerable groups. Additionally, ethical and legal considerations such as confidentiality and consent may present obstacles. To address these challenges, it's essential to allocate sufficient time and resources for involvement, foster trust and collaboration among staff and patients, employ diverse and accessible engagement methods, offer training and support, respect rights and preferences, and maintain transparent communication throughout the process.

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4 Examples of patient and family involvement

To illustrate how patient and family involvement can work in practice, here are some examples of successful QI initiatives. In Canada, a hospital used patient and family advisors to co-design a new model of care for hip and knee replacement surgery, resulting in improved patient satisfaction, reduced length of stay, and lower readmission rates. Meanwhile, a primary care clinic in the UK involved patients and families in developing and implementing a self-management program for chronic conditions, leading to better clinical outcomes, lower health care utilization, and higher patient empowerment. Furthermore, a nursing home in the US engaged residents and families in improving the quality of life and care for dementia patients, achieving lower rates of agitation, depression, and antipsychotic use.

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Jennifer Johnson-Joefield

Director of Quality Management and Compliance
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Federally Qualified Health Centers maintain a majority of consumers on their Board of Directors. This serves as a powerful model of including patient voice at the top tier of the organization. Consider having patient representatives on your Board of Directors.

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5 Tips for patient and family involvement

To maximize patient and family involvement in QI initiatives, it is important to start early and involve them throughout the entire process. It is also essential to identify and address their needs, expectations, and concerns. Taking the time to listen to and value their opinions and feedback will help foster a partnership rather than treating them as subjects or sources of data. Lastly, it is important to share the results and impact of their involvement.

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