The Role of Family Engagement in Influencing Patient Satisfaction and Readmission

Problem definition: Family engagement (FE) is an ongoing partnership between health professionals and patients’ families to enhance healthcare quality, safety, and delivery. Although FE is increasingly considered an essential component of patient-centered care, its importance in influencing healthcare delivery outcomes is unclear. This study examines the impact of FE on patient care outcomes (PCOs)—specifically, patient satisfaction (PS) and readmission (Readm)—in the context of varying severity of illness (SOI). Methodology/results: Using secondary data from South Korea, this study develops an integrated framework to examine the relationships between FE, SOI, and PCOs. The methodology involves a two-stage treatment effects model to address endogeneity in FE, supplemented by instrumental variable estimations for SOI. The findings reveal that patients with FE exhibit improved PS and lower Readm. Additionally, FE lessens the negative impact of SOI on these outcomes. The study also explores how the benefits of FE vary depending on the nature of the patient’s relationship with their family, distinguishing between family members living together and separately. We also conduct structured interviews to validate the mechanisms supporting these relationships and identify implications for practice. Managerial implications: The findings have significant implications for healthcare operations management (HOM). Hospitals can develop family-centered policies and training programs, emphasizing the importance of FE in patient care, especially for severely ill patients. Healthcare professionals can benefit from understanding the dynamics between FE, SOI, and PCOs, guiding the development of curricula that focus on family-centered care. Overall, the study underscores the importance of integrating FE into HOM to enhance the quality of patient care. Supplemental Material: The online appendix is available at https://doi.org/10.1287/msom.2023.0734 .