2019 Patient and Family Advisory Councils Accomplishments
Patient and Family Advisory Councils (PFACs) are a productive way for patients, families and caregivers to partner with a healthcare system to provide guidance on improving the patient and family experience. The PCMH model encourages healthcare organizations to embraced councils to not only learn from the consumer’s point of view and experience, but also to integrate their ideas into service delivery and quality improvement efforts. This unique perspective from patients and families can positively impact care and assist in creating a more customer-centered approach to our mission.
Metro Health – University of Michigan Health started the journey of establishing hospital and outpatient primary care based PFACs in 2017. To date, we have 17 active and engaged PFACs at our primary care locations and one council that encompasses our hospital based care.
In 2019 our councils influenced the following initiatives:
Primary Care PFACs
- Format of patient billing statements
- Social determinants of health screening tool
- Information provided and displayed on the Epic after visit summaries
- Outpatient per-op surgical instructions
- Use of electronic kiosk check-in at practice sites
- MyChart end user experience
- Community feedback provided to the Vice President of Diversity, Equity and Inclusion
Metro Health Hospital PFAC
- Television programming in the ED triage area was changed as members thought it may contribute to anxiety, pain and discomfort of patients and family members
- Participation at the Farmer’s Market as a way to give back and recruit new members
- Lighting in the main hospital lobby was increased due to concern that it was too dark after hours for waiting families.
- Patient privacy concerns around the potential removal of inpatient privacy curtains
- Implementation of a kiosk that offers basic needs for visitors (e.g. phone chargers, Tylenol, etc.)
- The need for a Gift Shop
- Clean up of the cigarette butts by the bus stop and professional building. This is now part of our lawn care services.
- Health literacy review and recommendations for both the “Understanding Concussion and Mild Head Injury” brochure and pharmacy patient educational materials
- Set visiting hours were removed from policies thus eliminating the overhead announcement. This allows for a more personalized plan of care.