Introduction
PFAC allows the practices to get perspective from the patients and families to whom they are providing care that allows the practice to better understand patients’ needs. PFACs encourage patient centered care and help to strengthen relationships with the patients and community. It also creates an environment that is more open and willing to change and quality improvements for the sake of the patient and their family (West, M., & Brown, L,n.d.)
Benefits of Implementing a Patient Advisory Council:
- Provides an effective mechanism for receiving and responding to patient input
- Results in more efficient planning to ensure services meet consumer needs & priorities
- Leads to increased understanding and cooperation between patients, families and staff
- Promotes respectful, effective partnerships between patients, families and professionals
- Offers a forum for developing creative, cost-effective solutions to problems and challenges faced by the program or organization
- Supplies a link between the program, its surrounding community, and community groups
- Provides increased emotional support and access to information for patients and families
Are You Ready?
Prior to launching a PFAC, verify the practice and team members are ready to commit to such an undertaking.
- Ready for the work involved with planning, recruiting, facilitating, and supporting the council
- Ready to listen and hear honest feedback and insights, even if you disagree
- Ready to act on the ideas and recommendations of the council
Steps to Implement a Patient Advisory Council:
- A project sponsor should be someone who can remove the barriers that could prevent the internal support needed to effectively implement and manage the PFAC
- The sponsor is not required to attend the meetings but encourages others to participate and act on the feedback provided
- Responsibilities: Act as coach, advisor, and mentor PFAC Project Team members, organization PFAC Champion, remove barriers, e.g. time for planning, recruiting, and implementing, resources and materials for meetings, assist in gaining buy-in and support within the organization, etc.
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- Identify staff who recognize the importance of patient and family engagement as a quality improvement strategy, and who are interested in creating, managing, and leading a PFAC.
- Consider engaging staff from all departments/areas of the office—providers, clinicians, office staff, leadership, etc. to participate in or staff the PFAC.
- Responsibilities: recruit and communicate with the members of the PFAC, facilitate/host meetings, compile feedback, report to the internal team, and integrate feedback into project plans
- As a project team, draft mission, vision, and goals statements for the PFAC to review.
- Determine the structure of the PFAC—how many members will be on the committee, what are the roles, responsibilities, and expectations, and what are the meeting logistics?
- Define the objectives of the PFAC – to address issues identified through patient satisfaction surveys? Review internal processes that impact or directly involve the patient? Review and comment on communication materials, policies, or education materials?
- Establish recruitment methods to select and retain people to serve on your PFAC, such as provider/staff recommendations, advertising in flyers, newsletters, or email blasts.
- Interviews and short applications can be important opportunities to make sure applicants understand the purpose of the PFAC and their role as members.
- Prepare the recruited patients by establishing expectations and describing the purpose of a patient advisory council and how the patient will/will not influence decisions in the organization
- Set the date and time for the first meeting, send invitations, and create an agenda.
- Identify a mechanism for PFAC members to provide staff with ongoing feedback about their involvement in the Council as well as a plan for how staff will use that feedback.
- Prepare the recruited patients by establishing expectations and describing the purpose of a patient advisory council and how the patient will/will not influence decisions in the organization
- Set the date and time for the first meeting, send invitations, and create an agenda.
- Identify a mechanism for PFAC members to provide staff with ongoing feedback about their involvement in the Council as well as a plan for how staff will use that feedback.
An Agenda for your First Advisory Council Meeting
- Orient the patients to the project team, each other and describe the purpose of the advisory council that sets up expectations including membership term, attendance, and describes the roles and responsibilities of each member
- Conduct an ice breaker that allows members and the project team to do personal introductions.
Introductions should include: how long they have used the clinic for healthcare, the sharing of personal and family stories in the healthcare system, something that they have experienced that has benefited their health in the clinic, one thing they think might improve their experience, and explain why they were interested in joining the council
- Review the vision and goals of the organization and develop vision and goals for the council
- Describe how the council fits within the organization’s structure
- Review HIPAA and expectations for honoring privacy and confidentiality
