Person and Family Engagement: Putting Patients First

HAP works with Pennsylvania's hospitals to ensure the patient is at the center of their health care. The concept of viewing patients on a holistic basis and respecting their rights of self-determination has caused a shift in the health care model from disease-centered to patient-centered (or person-centered). 

HAP member hospitals are working from the following principles of person and family engagement (PFE) in order to make the patient the center of the health care team:

  • Viewing individuals using health care services as equal partners in the planning, development, and monitoring of care to meet their specific needs
  • Putting patients and their families at the center of decisions and seeing them as experts, working alongside professionals to get the best health outcomes
  • Empowering the patient through education, enhancing awareness, and support needed to make informed decisions and actively participate in care
  • Coordinating care and communication among members of the health care team across all health care settings

HAP is an industry leader on the topic of patient-centered care, having developed the nation’s first hospital association-sponsored Patient and Family Advisory Council (PFAC) in 2013.

Comprised of patients, family members, community leaders, and health care providers, the council works with Pennsylvania hospitals to make health care patient-centered.

Pennsylvania hospitals and health systems work in collaboration to network, learn, and problem solve by the sharing of tools, resources, and best practice strategies. Action Plans have been developed by HAP to assist hospitals in operationalizing five specific PFE practices, including: developing a PFAC, patient representation on the board of trustees, conducting bedside shift report and bedside rounds, engaging the patient during the pre-admission process, and designating an individual responsible for PFE efforts in the acute care setting. Individual coaching and targeted assistance as well as guidance from the HAP PFAC and a dedicated project manager close performance gaps while improving patient satisfaction scores and quality and safety outcomes.

HAP's Person and Family Engagement Workgroup


HAP Contacts

Hospitals wishing to know more about how person-centered care can improve patient satisfaction, reduce readmissions, and improve HCAHPS scores, or those wishing to become a part of the HAP PFAC, may contact Janette Bisbee, education/project manager. For media inquiries, contact Rachel Moore, director, media relations.

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