Patient & Family Experience


HCAHPS Improvers Playbook
Survey Response Rate Is Critical

The link between response rates and scores is so strong that each 1 percentage point increase in response rate is expected to result in a ½ percentage point increase in scores across all HCAHPS domains.

Click here to access HQI’s HCAHPS Dashboard - an interactive tool for California hospitals, where you can see the specific effects of response rate changes on HCAHPS  scores in your hospital.

Click here to access HQI’s California HCAHPS Improvers Playbook, a practical guide to improving HCAHPS performance.


Tools and Checklists
Institute for Patient- and Family-Centered Care

The Institute Patient- and Family-Centered Care offers a wide variety of free downloadable PDFs to use in your organization. Topic areas include

  • Strategies for Leadership
  • Tools to Foster the Collaboration with Patient and Family Advisors
  • Other Tools to Foster the Practice of Patient- and Family-Centered Care
  • Tools to Assist in Designing Supportive Health Care Environments



On Demand: Delivering Value for Patients and Populations
Institute for Healthcare Improvement Web-based Training

IHI offers free and low-cost online courses that are available to take at your convenience. HQI encourages review of these tools for integration into hospital improvement methods.

Thomas Nolan, PhD, examines this multi-faceted goal that IHI has named the Triple Aim: the simultaneous pursuit of population health, enhanced individual care, and controlled costs for a population.

Go to the IHI On Demand presentation On Demand: Delivering Value for Patients and Populations

Webinar Presented April 15, 2014

Partnership Across the Organization
Bedside to Boardroom

Patient Family Engagement. What is it? Where do you get it? What does it look like? Where do I start? From the IOM to the Institute for Healthcare Improvement, CalHEN and hospital associations across the country are calling for Patient Family Engagement as a strategy for meeting quality, safety and patient experience goals. There is limited information on how to create this engagement at the hospital level. This webinar provides case studies of methods hospitals are using to engage patients and families in the clinical relationship. In addition, the value of creating pathways for patients and families to engage with the hospital leadership for improvement is highlighted. Current strategies for establishing partnerships were shared as well as some jumping off points, for organizations just starting on this journey to engagement.  


Guide to Patient and Family Engagement in Hospital Quality and Safety

Research shows that when patients are engaged in their health care, it can lead to measurable improvements in safety and quality.  To promote stronger engagement, the Agency for Healthcare Research and Quality (AHRQ) developed a guide to help patients, families, and health professionals work together as partners to promote improvements in care.

Webinar Presented September 24, 2013

How to Start a Patient Advisory Council: Class 101

This webinar focused on the “How to’s” of developing a Patient Advisory Council at your hospital.  Lessons learned and critical elements of this program were discussed including: preparing and educating hospital staff; logistic, structure and role of an Advisory Council; and most importantly who to approach, screen and interview to represent the patient and family perspective. 

Webinar Presented July 2, 2013

Nothing About Me Without Me
Putting the Patient in Patient Safety

Are you unsure how to approach adding a Patient Safety Advisor on your hospital Patient Safety Committee? Does the idea cause concern among clinical or administrative staff? Have you added this new advisor role and now have concerns or questions about gaining improved quality outcomes?

This Patient/Family Engagement Webinar May Be For You!