Background: Recent evidence shows that patient engagement is an important strategy in achieving a high performing
healthcare system. While there is considerable evidence of implementation initiatives in direct care context, there
is limited investigation of implementation initiatives in decision-making context as it relates to program planning,
service delivery and developing policies. Research has also shown a gap in consistent application of system-level
strategies that can effectively translate organizational policies around patient and family engagement into practice.
Methods: The broad objective of this initiative was to develop a system-level implementation strategy to include
patient and family advisors (PFAs) at decision-making points in primary healthcare (PHC) based on wellestablished evidence and literature. In this opportunity sponsored by the Canadian Foundation for Healthcare
Improvement (CFHI) a co-design methodology, also well-established was applied in identifying and developing
a suitable implementation strategy to engage PFAs as members of quality teams in PHC. Diabetes management
centres (DMCs) was selected as the pilot site to develop the strategy. Key steps in the process included review of
evidence, review of the current state in PHC through engagement of key stakeholders and a co-design approach.
Results: The project team included a diverse representation of members from the PHC system including patient
advisors, DMC team members, system leads, providers, Public Engagement team members and CFHI improvement
coaches. Key outcomes of this 18-month long initiative included development of a working definition of patient
and family engagement, development of a Patient and Family Engagement Resource Guide and evaluation of the
resource guide.
Conclusion: This novel initiative provided us an opportunity to develop a supportive system-wide implementation
plan and a strategy to include PFAs in decision-making processes in PHC. The well-established co-design
methodology further allowed us to include value-based (customer driven quality and experience of care) perspectives
of several important stakeholders including patient advisors. The next step will be to implement the strategy within
DMCs, spread the strategy PHC, both locally and provincially with a focus on sustainabilit
