Organization and Patient Engagement at Front Office: A Proposed Framework

The Patient Engagement at Front Office (PEFO) framework addresses an important yet underexplored touchpoint in patient-centered care: the front office. Built on insights from a systematic literature review and a case study at Fondazione Mondino IRCCS, PEFO highlights five interconnected components: digital integration, staff empowerment, environment optimization, information clarity, and feedback loops. This structured approach improves early-stage engagement, shaping patient perceptions and enhancing organizational efficiency. By integrating tailored digital tools, empowering staff, and fostering clear communication, PEFO offers actionable strategies to optimize patient experience from the outset.While further validation across diverse healthcare context is needed. PEFO provides a robust foundation for prioritizing patient engagement and streamlining operational processes.