Provider perspectives on and experiences with engagement of patients and families in implementing patient-centered care.

Objective: To study of the efforts of four Veterans Affairs (VA) medical centers to engage patients and families in patient-centered care (PCC) transformation.

Methods: Interviews with 107 providers/employees involved in implementation of PCC innovations. Coding used a mixed inductive-deductive approach.

Results: Patient and family engagement was considered to be a key element of the design and implementation of PCC innovations. Participants identified formal (e.g., advisory committees, walkthroughs), and informal (e.g., real-time feedback, discussions) methods of engaging patients and families. Asking patients and families what matters most shaped effective, targeted interventions. Participants noted providing a venue for patients and families to engage with planning often became an intervention itself.

Conclusion: Participants felt that patient and family involvement were beneficial for planning and implementing PCC innovations. Patients and families offer a unique perspective and key understanding of Veterans' needs, and allow employees/providers to discover unexpected outcomes. Offering multiple engagement options maximizes patients and families involved and ensures feedback is sought from a variety of sources.