Centers for Medicare & Medicaid Services (CMS) recognizes that patients, families, and caregivers are essential partners in the effort to improve the quality and safety of healthcare provided to all patients. It is only by including them as active members of their own healthcare team that quality can be improved and care become more patient-centered; by fully engaging patients, families, and caregivers in the design, delivery and evaluation of care, it is made safer, treatment plan adherence is increased, and hospital readmissions are reduced. Research shows that individuals who feel responsible for their own health tend to have better health outcomes.
The resources found here will help all participants on the healthcare team to fully engage in the process of care for end stage renal disease (ESRD) patients.
The following tip sheet can assist facility staff to establish the genuine engagement with patients that is essential in the provision of high-quality healthcare and to achieve improved healthcare outcomes.
- Network 7 Tips to Improve Patient Engagement at the Facility Level
- Network 13 Tips to Improve Patient Engagement at the Facility Level
- Network 15 Tips to Improve Patient Engagement at the Facility Level
- Network 17 Tips to Improve Patient Engagement at the Facility Level
- Network 15 Lobby Day Report Card
The following guide provides an introduction to being a SME. It describes the role of a SME, the various boards and committees on which a SME might serve, as well as participation guidelines and term limits, where they apply.
Need materials to interest patients in or helping them prepare for attending a Quality Assessment Performance Improvement (QAPI) or Governing Body meeting?
Check out the:
Meeting Invitation, which can be completed manually or online and the
Patient Representative in Clinic Quality Meeting—Preparation Worksheet.
NEW! Facility Patient Representative (FPR) information! The FPR Program uses a patient-centered approach to spread educational information to patients, provide peer-to-peer support, and provide additional support for staff at the dialysis facility.
Network 7
- The FPR Guide explains the role of an FPR, including FPR selection criteria, how FPRs can assist the Network, what is expected of an FPR, and more.
- The FPR Agreement Form.
- The FPR Recruitment Flyer
Network 13
- The Network Patient Representative (NPR) Guide explains the role of an NPR, including NPR selection criteria, how NPRs can assist the Network, what is expected of an NPR, and more.
- The NPR Agreement Form
Network 15
- The FPR Guide explains the role of an FPR, including FPR selection criteria, how FPRs can assist the Network, what is expected of an FPR, and more.
Network 17
- The FPR Guide explains the role of an FPR, including FPR selection criteria, how NPRs can assist the Network, what is expected of an FPR, and more.
- The FPR Agreement Form
- The FPR Recruitment Flyer
For Providers
As a result of the Coronavirus 2019 (COVID-19) pandemic, the Network adjusted its PFE activities during 2020. The following resources can be used to support patients and staff during the pandemic.
Please see below best practices for implementing PFE activities at the facility level.
Patient Engagement in Development of the Individualized Plan of Care and Plan of Care meetings:
- Facilities are encouraged to continue to invite patients to POC meetings via telephone or other virtual means.
- Continue to engage patients in their overall Plan of Care by speaking with them about their goals and concerns.
- Incorporate how the patient is dealing with the COVID-19 pandemic into the Plan of Care. For example:
- Is the patient practicing physical distancing outside of the facility?
- Is the patient having issues with childcare related to school closures?
- Are they having issues with wearing face coverings consistently when there is a risk of exposure?
- Are their family/caregivers/roommates following recommended COVID-19 safety measures as well?
- Does the patient have access to food or medicine?
Engaging Patients in Quality Assessment and Performance Improvement (QAPI) Meetings or the Governing Body:
- In lieu of inviting patients to in-person QAPI or Governing Body meetings:
- The patient could attend via phone or other virtual means.
- A staff member could speak with the patient(s) about their ideas and bring those ideas to the QAPI meeting on the patient’s behalf. The staff member should follow-up with the patient after the QAPI or Governing Body meeting is conducted to discuss next steps.
Establishing Patient Support Groups:
- Provide information to patients regarding online and/or remote support groups. Resources include:
- The ESRD Network’s Tele- and Online-Support Groups resource.
- The National Kidney Foundation’s (NKF) Peer Mentoring Program.
- The American Association of Kidney Patients (AAKP) Support Group webpage.
- The ESRD National Coordinating Center (NCC)’s Multiple Ways to Connect with Others During COVID-19 handout.
- The COVID-19 and ESRD Tele- and Online-Support Groups handout can assist patients with locating online or phone support groups related to kidney disease and COVID-19 support.
- The Multiple Ways to Connect With Others During COVID-19 handout offers tips for how to connect with others in a social-distancing environment.
- The Coronavirus Anxiety Workbook―A Tool to Help You Build Resilience During Difficult Times can assist mental health professionals and patients cope with anxiety around Coronavirus.
- Center for the Study of Traumatic Stress (CSTS) Resources
- National Kidney Foundation (NKF) Virtual Education Series: Connect, Learn, and Share
- Mini Modules to Relieve Stress For Healthcare Workers Responding to COVID-19: Creating a Practical Self-Care Plan in Difficult Times
- Walter Reed Army Institute of Research: COVID-19 Sleep Checklist: Healthcare Workers and First Responders
- VITALtalk: COVID Communication Playbook
- National Association of Social Workers (NASW): Coronavirus (COVID-19) and Self-Care During the Coronavirus Pandemic
- Substance Abuse and Mental Health Services Administration (SAMHSA): Training and Technical Assistance Related to COVID-19
- Centers for Disease Control and Prevention (CDC): Reducing Stigma
The Department of Health and Human Services National Quality Strategy’s new focus on better care for the individual through beneficiary- and family-centered care involves working with patients rather than doing to or for patients. Such partnerships are mutually beneficial to the patients and the facility. Involving patients in your facility’s QAPI and/or Governing Body meetings can be an effective means of engagement and partnership. Below are some tools to help you get started.
Helpful Documents:
Network 7
- Patient Invitation to Facility QAPI Meeting Template
- Quality Assessment & Performance Improvement (QAPI) Patient & Family Meeting Notes
Network 13
Network 15
Network 17
Continuing Education Courses:
- QI: Culture of Change
The purpose of this course is to provide a basic understanding of continuous quality improvement (CQI), while also addressing the stages of change. 1 Continuing Education (CE) Credit
- Understanding Rapid Cycle Improvement
This course aims to improve your knowledge of quality improvement by explaining each step of the improvement model and directing you to pro-actively improve care processes. 3 CE Credits
PFE Webinars:
- Engaging Patients in Quality Assurance and Performance Improvement (QAPI)
- View the PowerPoint slides (Network 13)
- Listen to the recorded webinar (Once you click the link, scroll down and hit the play button to start the webinar recording.)
Other Resources:
- National Institutes for Health (NIH): Techniques for Root Cause Analysis
- See the Providers section on this website
There is strong evidence that peer support can help:
- Patients to manage chronic diseases like ESRD,
- People to cope with stress or emotional and psychological challenges
- Engage populations that are not always reached through interventions
- Reduce unnecessary hospital admissions for the same problem.
Peer support is generally cost-effective and provides a personal connection that helps patients to better understand their health and expand their role in guiding their own care.
The resources below can help you to establish peer support groups in your facility(ies).
PFE Webinars
- Support Groups
- View the PowerPoint slides
- Listen to the recorded webinar (Once you click the link, scroll down and hit the play button to start the webinar recording.)
Documents
- The COVID-19 and ESRD Tele- and Online-Support Groups handout can assist patients with locating online or phone support groups related to kidney disease and COVID-19 support.
-
The Community Patient Support Group Guidebook from the American Association of Kidney Patients (AAKP) is a resource book to help you form an independent patient support group in your local community.
- Northern California Patient Support Group List
- Hawaii and Pacific Islands Patient Support Group List
- Patient Councils, Patient and Family Support Groups, and New Patient Adjustment Support Groups
- Facilitating an ESRD Support Group—This document can be provided to patients who are interested in starting a support group. It defines what a support group is, why it is difficult to find a support group, how to start one, as well as providing tips for running support group meetings.
- My Plan, My Care (PDF)
- My Plan, My Care (YouTube)
- Because Your Voice Matters—QAPI Meeting Resource (PDF)
- Because Your Voice Matters (YouTube)
COVID-19 Support Groups
- AAKP HealthLine—Educational webinars: https://aakp.org/center-for-patient-research-and-education/coronavirus-resources/
- Caregiver Action Network (CAN)—Caregiver Help Desk – Call 855.227.3640 to find the right information you need to help you navigate your complex caregiving challenges. Visit their website for chat and email options as well as other resources: https://caregiveraction.org/covid-19.
- Dialysis Patient Citizen (DPC) Education Center—Educational webinars: https://www.dpcedcenter.org/
- Health Unlocked
- Network Coordinating Center (NCC) COVID‐19 Quickinar Events—COVID-19 Quickinar Events: Weekly, 30 minute event that focus on patient centered topics
- NKF Cares: Patient Information Center—This is helpful if you do not have access to the internet. NKF is prepared to answer COVID-19 related questions/concerns. Call toll-free at 1.855.NKF.CARES (1.855.653.2273) or email: nkfcares@kidney.org.
- RSN Monthly Support Groups
- Fourth Sunday of every month, 4:30-6:30 pm CST
- Kidney Diet/Food group: Next meeting: Thursday April 30, 2020 – 3:00-4:30 pm CST
- Exercise group: Daily 30 min sessions.
- 7cups—Free online text chat with a trained listener for emotional support and counseling. Also offers fee- for- service online therapy with a licensed mental health professional. Service/website also offered in Spanish.
- Support Groups Central—Offers free or low-cost virtual support groups on numerous mental health conditions.
Online and Telephone Support Group Resources
The websites listed below specialize in kidney disease. Many offer education, as well as the opportunity to connect with other end stage renal disease (ESRD) patients, family members, and/or caregivers through discussion forums and subscription-based email lists. When looking for resources, please be aware that anyone can create a website and only visit reputable sites! When searching, use keywords such as “kidney disease” or “dialysis” to find related groups. When in doubt, always consult your healthcare team.
- Renal Support Network (RSN) HOPEline
The RSN HOPEline has helped thousands of people through peer-to-peer support. Available to people with chronic kidney disease, family members, and caregivers, the HOPEline helps people connect with another person who has lived with kidney disease and can share their experience, strength, and hope, and what they have done to navigate this illness successfully. RSN Facebook Page - American Association of Kidney Patients (AAKP) Community
AAKP recognizes the value of local patient support groups and through its website and various publications, provides a centralized resource to locate support groups in their communities.
- Helparound Application, NXStage
Helparound aims to help chronic patients and their support systems, overwhelmed by a life-changing condition, to simplify the day-to-day of managing treatment by magically delivering the information and support resources they need, when they need them, through their smartphones.
- Home Dialysis Central Forums
Home Dialysis Central is a one-stop resource for patients and professionals who want to learn more about home dialysis options—what they are, where you can find them, and why you might want to choose one over another. You can get advice from experts or other members of the home dialysis community, or you can share your knowledge with others. This site is an online discussion forum.
- Home Dialysis Central Discussion Group on Facebook
This is a moderated private Facebook group. You can ask anything without worry. Group members are kind, smart, helpful, and respect each other. They welcome dialyzers, caregivers, and others for support, information, and help coming to grips with dialysis in any of its forms. - National Kidney Foundation (NKF) of Louisiana
https://www.kidneyla.org/ https://www.facebook.com/NKFLA
NKF of Louisiana website and Facebook page offers information about events, education, and access to an online ESRD community
- Nephkids Cyber-Support Group
Nephkids is cyber-support group for parents of children with CKD. It offers an interactive email group (listserv) for parents of children with all types of chronic kidney disease.
- NKF Peers Lending Support
1. 855.653.7337 (1.855.NKF.PEER)
This website from the NKF is for a new patient program that connects people needing support with peers who “have been there.”
The POC meeting is an ESRD Patient's opportunity to communicate directly with his or her healthcare team about decisions that affect their dialysis care. It is the patient's opportunity to learn more about ESRD and how his or her choices can affect various aspects of treatment. The information provided here will help you to engage more patients in their POC meetings.
- What's Your Plan
- My Dialysis Plan
The team at the University of North Carolina (UNC) Kidney Center developed My Dialysis Plan™, an interdisciplinary plan of care program to assist patients and care teams with aligning dialysis care with patient-identified priorities and improving the care planning experience. A resource created by patients for patients,with the goals of:- Getting more patients engaged in their dialysis Plans of Care (POC).
- Encouraging dialysis facilities to hold POC meetings with patients.
- Inspiring patients to attend their POC meetings.
- Dialysis Patient Responsibilities Poster (Network 13) (PDF)
- Missed Treatments: You Don't Have to Feel Sick (Network 13) (PDF)
- Vital Signs—Something's Missing (Network 15) (PDF)
- Mindful Patient-Staff Engagement (Network 15) (PDF)
- Tips to Improve Patient Engagement (Network 13) (PDF)
- Tips to Improve Patient Engagement (Network 15) (PDF)
- Addressing Abusive Behaviors in the Dialysis Clinic (Network 15) (PDF)
PFE Webinars
- Plan of Care
- View the PowerPoint slides
- Listen to the recorded webinar (Once you click the link, scroll down and hit the play button to start the webinar recording.)
- Good Relationships With Your Clinic (English/Spanish)
This resource is intended for both patients and staff. You spend a lot of time together, so good relationships with your dialysis staff are important to you and to them. All people want to feel safe, respected, and trusted when working together. One way to do this is by setting "healthy boundaries." This resource discusses what boundaries are, what they do, why they are important, and what to do if a boundary ever gets violated. - Patient and Family Engagement
Agency for Healthcare Research and Quality (AHRQ) ESRD Toolkit - Person-and Family-Centered Care
This web page from the Institute for Healthcare Improvement (IHI) is dedicated to putting the patient and family at the heart of every healthcare decision and empowering them to be genuine partners in their care. - Partnership for Patients
The website for the Health and Human Services (HHS) public-private partnership that works to improve the quality, safety and affordability of healthcare for all Americans. - The Forum of ESRD Networks
This not-for-profit supports and advocates for the ESRD Networks in their efforts to monitor the quality of chronic kidney disease, dialysis and kidney transplant care. - Taking Charge of Your Healthcare: Your Path to Being an Empowered Patient
From Consumers Advancing Patient Safety (CAPS), this is a comprehensive toolkit that can be used by providers during hospital discharge to help patients leave the hospital with confidence. - Tips to Improve Patient Engagement at the Facility Level
Tips that can assist your staff to establish the genuine engagement with patients that is essential in the provision of high-quality healthcare and to achieve improved healthcare outcomes. - Conflict Resolution Tip Sheet
This document provides tips to foster a positive and productive conflict resolution meeting.
Peer Mentoring Templates
Brand these templates with your logo and use them to inform patients about peer mentoring and to elicit feedback and interest.
- Benefits of Peer Mentorship
- Peer-to-Peer Mentoring Overview
- Peer Mentoring Interest Form
- Peer Mentoring Frequently Asked Questions
Videos
-
Patient Experience and Empathy Videos
- EMPATHY VIDEOS
- PATIENT EXPERIENCE VIDEOS
For Patients, Families, and Caregivers
As a result of the COVID-19 pandemic, the Network adjusted its PFE activities during 2020. The following resources can be used to support patients, families, and caregivers during the pandemic.
- Mental Health Technology Transfer Center Network
- World Health Organization (WHO)
- Veteran’s Affairs
- Maintaining and Enhancing Your Mental Health and Well-Being During the Novel Coronavirus Disease (COVID-19) Outbreak
- COVID-19 Resources for Managing Stress
- U.S. Department of Veterans Affairs: COVID Coach for Self-Care During the COVID-19 Pandemic. This app can be used by veterans, servicemembers, and the general public for managing stress responses to COVID-19. Here is a new PDF to promote it: https://www.ptsd.va.gov/appvid/docs/COVIDCoachFlyer_508.pdf
- Massachusetts General Hospital (MGH): MGH Psychiatry Guide to MH Resources for COVID-19
- National Alliance on Mental Illness: COVID-19 Resource and Information Guide
- Hofstra University: Coping with Fear and Sadness During a Pandemic
- New England Mental Health Technology Transfer Center Network
- Resources for emotional support and well-being: List of that can be very helpful for those who do not have access to a smart phone or computer.
- California Surgeon General’s Playbook: Stress Relief during COVID-19 (PDF)
- Institute for Disaster Mental Health (IDMH): COVID-19: Coping as the Pandemic Continues (PDF, KB)
- SAMSHA: Tips For Social Distancing, Quarantine, And Isolation During An Infectious Disease Outbreak
- ESRD Network 12: My Life: Coping and Depression
- Combatting the Novel Coronavirus 2019 (COVID-19) Blues and Q&A Session With Patients Presentation slides (PDF) | Web Recording
COVID-19 Support Groups
- AAKP HealthLine
Educational webinars: https://aakp.org/center-for-patient-research-and-education/coronavirus-resources/ - Caregiver Action Network (CAN)
Caregiver Help Desk – Call 855.227.3640 to find the right information you need to help you navigate your complex caregiving challenges. Visit their website for chat and email options as well as other resources: https://caregiveraction.org/covid-19. - Dialysis Patient Citizen (DPC) Education Center
Educational webinars: https://www.dpcedcenter.org/ - Health Unlocked
- Network Coordinating Center (NCC) COVID‐19 Quickinar Events
COVID-19 Quickinar Events: Weekly, 30 minute event that focus on patient centered topics - NKF Cares: Patient Information Center
This is helpful if you do not have access to the internet. NKF is prepared to answer COVID-19 related questions/concerns. Call toll-free at 1.855.NKF.CARES (1.855.653.2273) or email: nkfcares@kidney.org. - RSN Monthly Support Groups
- Fourth Sunday of every month, 4:30-6:30 pm CST
- Kidney Diet/Food group: Next meeting: Thursday April 30, 2020 – 3:00-4:30 pm CST
- Exercise group: Daily 30 min sessions.
- 7cups
Free online text chat with a trained listener for emotional support and counseling. Also offers fee- for- service online therapy with a licensed mental health professional. Service/website also offered in Spanish. - Support Groups Central
Offers free or low-cost virtual support groups on numerous mental health conditions.
- Caregiver Action Network (CAN): Family Caregiver Toolbox and 10 Tips for Family Caregivers
- Family Caregiver Alliance (FCA): Coronavirus (COVID-19) Resources and Articles for Family Caregivers
- Taking Care of YOU: Self-Care for Family Caregivers and Relaxation for Caregivers Series: Video series from the Family Caregiver Alliance
- Center for the Study of Traumatic Stress (CSTS): When a Loved One Dies from COVID-19 (PDF)
- American Psychological Association (APA): Saying Goodbye in the Age of Physical Distancing
- ESRD National Coordinating Center (NCC) National Patient and Family Engagement Learning and Action Network (NPFE-LAN)
This is the website for the NPFE-LAN that works with ESRD patients, family members, and caregivers, to bring the patients point of view to the kidney community, helping to drive quality improvement. - American Association of Kidney Patients (AAKP)
This is the website for the AAKP, an independent organization that is dedicated to improving the quality of life for kidney patients through education, advocacy, patient engagement and the fostering of patient communities. they provide education, advocacy, and a patient community. - What You Can Do to Make Healthcare Safer
A fact sheet is that explains how you can ensure a safer experience with the healthcare system by being involved and informed about your treatment. - “Preventing Infections in the Hospital – What You Can Do: A Consumer Fact Sheet” (National Patient Safety Foundation [NPSF])
A fact sheet designed for patients that provides basic principles for managing their own health care and becoming active partners with their healthcare teams. - Glossary of Terms
A glossary that includes words selected by consumers to help their peers understand terms related to transitions out of an inpatient care environment.
Documents
- Facilitating an ESRD Support Group
This document can help you if you are interested in starting a support group. It defines what a support group is, why it is difficult to find a support group, how to start one, as well as providing tips for running support group meetings.- Network 7—Facilitating an ESRD Support Group 101 (PDF)
- Network 15—Facilitating an ESRD Support Group 101 (PDF)
- Northern California Patient Support Group List
This document provides a list of support groups and contact information for Northern California.
- Hawaii and Pacific Islands Patient Support Group List
This document provides a list of support groups and contact information for Hawaii and the Pacific Islands.
Groups
-
Renal Support Netword (RSN) HOPEline
The RSN HOPEline has helped thousands of people through peer-to-peer support. Available to people with chronic kidney disease, family members, and caregivers, the HOPEline helps people connect with another person who has lived with kidney disease and can share their experience, strength, and hope, and what they have done to navigate this illness successfully. -
American Association of Kidney Patients (AAKP) Community
AAKP recognizes the value of local patient support groups and through its website and various publications, provides a centralized resource to locate support groups in their communities. - Home Dialysis Central Forums
Home Dialysis Central is a one-stop resource for patients and professionals who want to learn more about home dialysis options—what they are, where you can find them, and why you might want to choose one over another. You can get advice from experts or other members of the home dialysis community, or you can share your knowledge with others. This site is an online discussion forum. - Home Dialysis Central Discussion Group on Facebook
This is a moderated private Facebook group. You can ask anything without worry. Group members are kind, smart, helpful, and respect each other. They welcome dialyzers, caregivers, and others for support, information, and help coming to grips with dialysis in any of its forms. - National Kidney Foundation (NKF) of Louisiana
https://www.kidneyla.org/ https://www.facebook.com/NKFLA
NKF of Louisiana website and Facebook page offers information about events, education, and access to an online ESRD community - Nephkids cyber-support group
Nephkids is cyber-support group for parents of children with CKD. It offers an interactive email group (listserv) for parents of children with all types of chronic kidney disease. - NKF Peers Lending Support — 1.855.653.7337 (1.855.NKF.PEER)
This website from the NKF is for a new patient program that connects people needing support with peers who “have been there.” - Renal Support Network (RSN) — HOPEline 1.800.579.1970
The RSN website empowers people who have kidney disease to become knowledgeable about their illness, proactive in their care, hopeful about their future, and to make friends through informative, patient-directed programs.
RSN Facebook Page
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