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KEPRO - Beneficiary and Family Centered Quality Improvement Organization (BFCC-QIO)
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senior man and woman at a computer Person and Family Engagement
We are the Medicare Quality Improvement Organization, working to improve the quality of care for Medicare beneficiaries. Our site offers beneficiary and family-centered care information for providers, patients, and families. Welcome!

Person and Family Engagement (PFE) for Providers
According to the Centers for Medicare & Medicaid Services (CMS), “Person and Family Engagement goes beyond informed consent. It is about proactive communication and partnered decision-making between healthcare providers and patients, families, and caregivers. It is about building a care relationship that is based on trust and inclusion of individual values and beliefs.” Below are information and resources to help your organization implement PFE strategies.

KEPRO Initiatives
Always Event Project
As part of KEPRO’s PFE Initiative, focus groups were conducted in collaboration with KEPRO staff with the goal of creating “Always Events,” which is a process developed by the Picker Institute and modeled after the Institute for Healthcare Improvement (IHI) Always Events Program. Barbara Balik, RN, IHI Senior Faculty, describes an “Always Event” as, “our promise to partner with beneficiaries to do things consistently, to do things always.”

Our goal is to assist the beneficiary and family to understand their healthcare needs and throughout the case review process ensure they always:

  1. Know their voices are heard
  2. Know what to do next in the review process
  3. Know what will happen next

For more information about Always Events, click here.

senior man with a healthcare clinician
CMS PFE Strategies

PFE Resources for Use in Hospitals
This module of the Comprehensive Unit-based Safety Program (CUSP) Toolkit, developed by AHRQ, provides information and resources for involving patients and family advisors as part of a safety team at the hospital unit level.
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.
Researchers at the Boston University Medical Center (BUMC) developed and tested the Re-Engineered Discharge (RED) to reduce readmissions and post hospital emergency department (ED) visits.
Practical Strategies for Promoting PFE
The roadmap includes:
- A vision for patient and family engagement in health care
- 8 change strategies to drive action towards increased patient and family engagement
- 5 simple actions that different stakeholder groups can begin today
This toolkit contains two tools that can be customized by organizations to match their goals, processes, and patient engagement strategies:
  1. Patient Partners Welcome Packet
  2. Patient Engagement Toolkit for Team Members
Information about how to develop a patient experience program from the American Medical Association.
Shared Decision Making
This is an article from the National Institutes of Health that translates concepts into a three-step model.
AHRQ's SHARE Approach is a five-step process for shared decision-making that includes exploring and comparing the benefits, harms, and risks of each option through meaningful dialogue about what matters most to the patient.
Fact Sheet describing the concept of Shared Decision-making
Educational module for clinicians from the Iowa Health System Health Literacy Collaborative
Reporting Requirements
Healthcare professionals must ready themselves for a new set of patient engagement reporting requirements under both meaningful use and the Medicare Access and CHIP Reauthorization Act (MACRA) in 2018.

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