Listening Organizations: Elevating the Human Experience in Healthcare through the Lived Experience of Patient & Families

Experts from around the world in the field of patient and family partnerships come together to explore the evolving role of Patient and Family Advisors (PFAs) in shaping the future of healthcare. This thought-provoking discussion highlights the importance of truly listening to and learning from the lived experiences of patients and families to drive meaningful change. Contributors identify current gaps in the way PFAs are utilized within healthcare organizations, noting missed opportunities for deeper engagement and collaboration. They also share their aspirations for how PFAs can be more fully integrated as essential partners in quality improvement, policy development, and system design. The conversation emphasizes the foundational elements needed to become a “listening organization”—one that actively values and acts on the insights of its patients and families. Through these shared reflections, the discussion offers a compelling vision for expanding the role of PFAs as a vital resource in advancing compassionate, patient-centered care.

Watch the Patient Reflection Video