The Patient and Family Experience Improvement Guide is a manual for Virginia hospitals and health systems developed by the Virginia Hospital & Healthcare Association’s Center for Healthcare Excellence to support members working to enhance patient and family experience, and HCAHPS performance. The Guide was developed at the request of the VHHA Patient Experience Forum, a multi-disciplinary team of member hospital leaders. This Guide highlights foundational strategies to strengthen leadership and staff engagement, introduces the VHHA Patient Experience Dashboard, offers domain-specific strategies, and features case studies from Virginia hospitals that have developed best practices.

You can read the Guide below or access a PDF version here. For a full screen view, click the "Enable FullScreen" widget in the upper right hand corner of the embedded browser below.