.png)
In healthcare, we frequently discuss "patient experience" as a measure of quality, but what about the experience of families? Families play a vital role in the care journey, and their experience can profoundly influence both patient outcomes and overall satisfaction. Terms like "family experience" and "family engagement" may seem interchangeable, but they represent two essential and distinct aspects of healthcare that impact the well-being of patients and their families alike.
Family Experience: How the Care Feels
Family experience is all about how the care feels to those who are involved in it—not just the patient, but also the family members who support them. It’s about the emotional journey a family goes through when a loved one is receiving care. For example, in situations like hospice care, the experience of the family often shapes how they view the entire process. Did they feel supported, informed, and respected? Or were they left feeling confused and neglected?
Think about it like customer service in a business. When you visit a store, your experience is shaped by how you're treated, how easy it is to get help, and how smooth the process is. In healthcare, it’s the same for families. They want to feel acknowledged, that their concerns are being heard, and that they’re a part of the care journey.
For many families, healthcare is uncharted territory, and every interaction—from communication with doctors and nurses to understanding treatment plans—can shape how they remember the experience. A great family experience leaves families feeling reassured, even in difficult moments. They need to trust that their loved one is being cared for in the best possible way and that they, too, are supported throughout the journey.
Family Engagement: How the Care is Shared and Participated In
While family experience is about the feeling, family engagement is about the doing—how actively the family participates in the care process. Family engagement is all about the ways healthcare providers involve families in making decisions while caring for the patient. It’s not just about informing them but inviting them to be true partners in the process.
Engaged families are more likely to ask questions, advocate for their loved ones, ensure that care plans are followed through, and share their feedback with providers. When families understand the care plan, know what to expect, and feel empowered to contribute, outcomes tend to improve.
But engagement isn’t just beneficial for the patient—it also helps them be a more active participant in the decision-making process. This engagement is essential, and can be enhanced through clear communication, education, and emotional support.
Family Communication: Why It Matters
A positive family experience can lead to better reviews, referrals, and even improved survey results for healthcare providers. And, family engagement can lead to better adherence to treatment plans and better health outcomes for the patient. These aren’t just buzzwords—they’re critical components of providing holistic, patient-centered care.
At the end of the day, family experience and family engagement are intertwined. You can’t truly have one without the other. If the care feels disconnected or distant, families won’t be fully engaged. If families aren’t given a seat at the table, their experience of care will be lacking.
For healthcare providers, the key is to view families as essential partners, not just observers. This means communicating openly, providing support and education, and creating an environment where families feel both emotionally supported and practically involved.
In healthcare, taking care of the family isn’t an add-on—it’s part of taking care of the patient. And understanding the difference between family experience and family engagement is a critical step toward making sure both are done well.
.png)