The Power of Patient and Family Advisory Councils

When it comes to ensuring that a hospital’s policies, procedures and daily operations are aligned with the needs and perspectives of those they serve, no one offers better insights than the patients and families who experience the care firsthand.

That’s the driving force behind Patient and Family Advisory Councils — collaborative groups that ensure patients’ and families’ voices are heard and acted upon in hospitals and health systems.

We asked members of Missouri Hospital Association’s statewide PFAC about the importance of PFACs and how they’ve benefited their hospitals, patients and communities.

“The purpose of PFACs in health care is to improve care by involving patients and families in decisions, ensuring their voices help shape policies, programs and services,” said Amber Lashley, director of patient experience at MU Health Care in Columbia, Mo.

Rachel Boyles, chief ancillary officer at Golden Valley Memorial Healthcare in Clinton, Mo., agreed, noting that PFAC members “are the eyes and ears of the community and utilizers of our services.”

At their core, PFACs are built on a simple but powerful concept: ask patients and families what matters to them and then use that feedback to guide improvements in care and operations.

Through these committees, patients and family members share their experiences and ideas with staff, nurses and doctors to address issues in specific care areas and to help inform hospital staff about ways to improve, Lashley said.

Why Every Hospital Needs a PFAC

PFACs are essential for hospitals striving to deliver patient- and family-centered care.

“Every hospital should have a PFAC because every hospital exists to serve patients,” said Hope Bingham, patient experience project specialist with BJC Health System.

When hospitals design processes and improvements for patients, “the best way to ensure that these changes will actually improve the way we deliver care is to ask for feedback from the consumers or users of our health care services,” Boyles said. “PFAC is that go-to group.”

Through PFACs, health care leaders and providers have a ready-made platform to receive feedback from those directly affected by their care, leading to continuous improvement and enhanced patient satisfaction.

PFACs also can help foster mutual learning and collaboration between health care staff and patients. Leaders and employees at hospitals not only gain valuable insights when patients and families share their health care experiences, but also patients and families learn about the goals and challenges faced by hospitals.

Boyles said working with her hospital’s PFAC has changed her perspective on patient care, operations and more.

“My first thought now before changing a process is ‘how does this impact the patient?’ and ‘when is the next PFAC meeting so that I can obtain feedback before I proceed?’” Boyles said.

Sometimes, creating processes make sense to health care workers, but those processes may not always be what’s best for the patients, she said.

Turning Insights Into Action

Hospitals that make PFACs a true partner in decision-making gain a valuable tool for improving the patient experience.

Feedback from these groups can shape everything from care delivery to educational materials to hospital policies. “Incorporating the feedback of your patient advisers early and often can save your organization from making costly mistakes,” Bingham said.

At GVMH, Boyles said the hospital’s PFAC now is an integrated part of the organization’s strategic planning process and ongoing strategic planning implementation. “This has caused our leadership and executive teams to be more consumer focused with process improvements and innovation design,” she said.

At Children’s Mercy Kansas City, Sheryl Chadwick, program manager for patient and family engagement, said the hospital’s PFAC created a video that is shown for all new employees explaining the principals of patient- and family-centered care and how employees have the opportunity to make a positive difference in every patient’s day.

PFAC members at Children’s Mercy also participate in Grand Rounds, sharing their experiences and contributing to discussions on patient care. Additionally, the council developed videos, handouts and website information to offer guidance and support for families navigating hospital stays and the health care system.

Getting Started With a PFAC

For hospitals that don’t yet have a PFAC, now is the time to start.

The Missouri Hospital Association offers numerous resources for Missouri hospitals, whether they are starting a new PFAC or have an existing PFAC, said Jessica Stultz, MHA director of clinical quality.

MHA’s statewide PFAC comprised of patients, family members, patient advocates, hospital staff and providers throughout Missouri. One of only a handful of state-level councils in the U.S., MHA’s PFAC is focused on increasing the role of patients and family members to improve health care delivery, health outcomes and more. To join the MHA PFAC, hospital staff can fill out a membership application.

Health care workers who would like to learn more about recruiting for a representative PFAC are invited to register for MHA’s virtual office hours session scheduled for Thursday, May 15.

MHA’s statewide PFAC also hosts an annual recognition — The Compass Honor, which recognizes a Missouri hospital for outstanding efforts in effectively partnering with their PFAC. Through public recognition, this honor encourages and inspires hospitals to adopt practices, learn collectively and improve their PFACs.

Additional resources, toolkits and support for PFACs include the Institute for Patient- and Family-Centered Care and The Beryl Institute.

To learn more about MHA’s statewide PFAC, the Compass Honor and resources for PFACs, contact Jessica Stultz.