title: Provider perspectives on and experiences with engagement of patients and families in implementing patient-centered care.
abstract: 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.
  
  
  CONCLUSIONS
  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.
authors.affiliation: Center of Innovation for Complex Chronic Healthcare (CINCCH), Health Services and Research and Development, Department of Veterans Affairs (VA), Edward Hines VA Hospital, 5000 S 5th Ave. (151H), Hines, IL USA 60141; Center for Evaluation of Practices and Experiences of Patient-Centered Care (CEPEP), Health Services and Research and Development, Hines VA Hospital, 5000 S 5th Ave. (151H), Hines, IL USA 60141. Electronic address: Sara.Locatelli@va.gov.
authors.forename: Sara M
authors.initials: SM
authors.lastname: Locatelli
authors.affiliation: Center of Innovation for Complex Chronic Healthcare (CINCCH), Health Services and Research and Development, Department of Veterans Affairs (VA), Edward Hines VA Hospital, 5000 S 5th Ave. (151H), Hines, IL USA 60141; Center for Evaluation of Practices and Experiences of Patient-Centered Care (CEPEP), Health Services and Research and Development, Hines VA Hospital, 5000 S 5th Ave. (151H), Hines, IL USA 60141.
authors.forename: Jennifer N
authors.initials: JN
authors.lastname: Hill
authors.affiliation: Center for Evaluating Patient-Centered Care in VA (EPCC-VA), VA New England Healthcare System, 200 Springs Road (152) Building 70, Bedford, MA USA 01730; Center for Healthcare Organizations and Implementation Research (CHOIR), VA New England Healthcare System, 200 Springs Road (152) Building 70, Bedford, MA USA 01730; Department of Health Policy and Management, Boston University School of Public Health, 715 Albany Street, Talbot Building, T2W, Boston, MA USA 02118.
authors.forename: Barbara G
authors.initials: BG
authors.lastname: Bokhour
authors.affiliation: Office of Patient-Centered Care and Cultural Transformation (OPCC & CT), VA, Veterans Health Administration, 810 Vermont Ave NW, Washington, D.C. USA 20420.
authors.forename: Laura
authors.initials: L
authors.lastname: Krejci
authors.affiliation: Center for Evaluating Patient-Centered Care in VA (EPCC-VA), VA New England Healthcare System, 200 Springs Road (152) Building 70, Bedford, MA USA 01730; Center for Healthcare Organizations and Implementation Research (CHOIR), VA New England Healthcare System, 200 Springs Road (152) Building 70, Bedford, MA USA 01730; Department of Health Policy and Management, Boston University School of Public Health, 715 Albany Street, Talbot Building, T2W, Boston, MA USA 02118.
authors.forename: Gemmae M
authors.initials: GM
authors.lastname: Fix
authors.affiliation: Center for Evaluating Patient-Centered Care in VA (EPCC-VA), VA New England Healthcare System, 200 Springs Road (152) Building 70, Bedford, MA USA 01730; Center for Healthcare Organizations and Implementation Research (CHOIR), VA New England Healthcare System, 200 Springs Road (152) Building 70, Bedford, MA USA 01730.
authors.lastname: Nora Mueller
authors.affiliation: Center for Evaluating Patient-Centered Care in VA (EPCC-VA), VA New England Healthcare System, 200 Springs Road (152) Building 70, Bedford, MA USA 01730; Center for Healthcare Organizations and Implementation Research (CHOIR), VA New England Healthcare System, 200 Springs Road (152) Building 70, Bedford, MA USA 01730.
authors.forename: Jeffrey L
authors.initials: JL
authors.lastname: Solomon
authors.affiliation: Center for Evaluating Patient-Centered Care in VA (EPCC-VA), VA New England Healthcare System, 200 Springs Road (152) Building 70, Bedford, MA USA 01730; Center for Healthcare Organizations and Implementation Research (CHOIR), VA New England Healthcare System, 200 Springs Road (152) Building 70, Bedford, MA USA 01730; Department of Health Policy and Management, Boston University School of Public Health, 715 Albany Street, Talbot Building, T2W, Boston, MA USA 02118.
authors.forename: Carol
authors.initials: C
authors.lastname: Van Deusen Lukas
authors.affiliation: Center of Innovation for Complex Chronic Healthcare (CINCCH), Health Services and Research and Development, Department of Veterans Affairs (VA), Edward Hines VA Hospital, 5000 S 5th Ave. (151H), Hines, IL USA 60141; Center for Evaluation of Practices and Experiences of Patient-Centered Care (CEPEP), Health Services and Research and Development, Hines VA Hospital, 5000 S 5th Ave. (151H), Hines, IL USA 60141; Northwestern University Feinberg School of Medicine, Institute for Public Health and Medicine, Center for Healthcare Studies, General Internal Medicine and Geriatrics, 750 N. Lake Shore Drive, Rubloff 10th Floor, Chicago, IL USA 60611.
authors.forename: Sherri L
authors.initials: SL
authors.lastname: LaVela
mesh_terms: D005190:Family; D006801:Humans; D017060:Patient Satisfaction; D018802:Patient-Centered Care; D014481:United States; D014493:United States Department of Veterans Affairs; D014728:Veterans
keywords: Implementation; Patient-Centered Care; Quality Improvement; Veterans