Practical tools, templates, and playbooks to measure, design, and improve patient- and family-centered care across clinical and non‑clinical settings.
A practical, step-by-step toolkit and ready-to-use templates to collect, triage, respond to, escalate, and convert patient and family feedback into prioritized improvement work. Includes intake and survey templates, a triage matrix with SLAs, response scripts, an improvement-flagging sheet, roles & responsibilities, KPIs, and governance guidance.
A practical, step‑by‑step playbook to collect, triage, respond to, and turn patient feedback and complaints into prioritized improvement work while restoring trust. Includes intake fields, triage criteria, SLA targets, role responsibilities, communication templates, metrics, and implementation notes for automation and reuse.
Practical steps, role descriptions, recruitment scripts, and meeting agenda templates to start a PFAC.
A stepwise playbook to measure, map, and improve patient journeys using co-design, feedback triage, and rapid experiments.
A practical, equity-focused kit to stand up a meaningful PFAC: step-by-step setup, recruitment language, role descriptions, sample charter, meeting agendas with co-design exercises, first 90-day deliverables, participant support considerations, and measures to prevent tokenism.
A template to map patient touchpoints, emotions, and improvement opportunities across a care episode.
A short training package for clinicians and staff focused on empathetic communication, trauma-informed approaches, and compassionate leadership behaviors.
A practical, copy-ready toolbox for clinicians and teams: plain-language discharge one-pagers, pictogram-based medication schedules, teach-back scripts, a translation & accessibility checklist, and a short staff training brief — with guidance for co-designing and testing materials across diverse patient populations.
Triage framework and scripted responses for common patient complaints to ensure timely, empathetic handling and systemic improvement.