At Carle Health, it’s a priority for us to understand patients’ and family members’ experiences to improve our care environment.
That’s why they have a seat at the table.
The “table” is the hospitals’ Patient and Family Advisory Councils (PFAC), where patients and families can have a voice in how we serve our communities. And there’s room at the table for more members.
Carle Health has several councils and soon will have a council at each of its eight hospitals. Each council will have eight to 12 volunteers who meet quarterly, virtually or in person. PFACs provide feedback and guidance on services and programs, offer advice and actionable ideas to improve the experience and serve as a channel to share concerns with Carle Health leadership.
“It’s very insightful for our organization to have feedback from patients and families we serve,” Anne Bowman, MBA, director of Oncology and lead for the PFAC at Carle Health Methodist Hospital in Peoria, said. “We administer patient satisfaction surveys that provide us insight, but having a conversation with patients provides us more opportunity to ask clarifying questions to better understand how we can best support patients and their families.”
“PFACs are a great initiative,” Brandy Murbarger, manager of Quality and lead for the PFAC at Carle Richland Memorial Hospital in Olney, said. “Some of our greatest ideas come from the customers we serve. PFACs are a great way to be involved with your community.”
Carle Health patients or family members may apply to join a council. Carle Health seeks individuals who represent a variety of clinical experiences and backgrounds. After completing an application, individuals will be interviewed by a PFAC facilitator.
“Patient and Family Advisory Councils are essential in healthcare systems because they ensure that healthcare decisions reflect the real experiences, needs and preferences of patients and their families. This leads to more compassionate, personalized and effective care,” Brenna Kelley, MPH, CPH, Carle Experience consultant and PFAC coordinator, said.
A few programs current councils have had a part in include the Kiosk Check-In Enhancement Initiative, Medication Accuracy Double-Check, MyCarle Community Education Classes and Wayfinding Solutions, including the new smartphone app.
The council at Carle Foundation Hospital began in June 2016, and several advisors report their top reason for continued engagement is they feel truly heard by leaders. The photo above was taken in 2017 when the council celebrated its first anniversary.
“When patients and families gather around the table, it fosters a culture of openness, mutual respect and is an opportunity to reassure patients and families that we are there for them,” Kelley said.
Ruthie Harper, of Champaign, a member of the advisory council for Carle Foundation Hospital in Urbana, said, “There are many folks that have problems, concerns or questions about their healthcare, but do not know who to turn to or where to express their questions and concerns. By joining the council and providing feedback on things that concern my family, friends and public, I feel like I’m a bridge that connects them with the medical professionals.”
To ask about applying to join a council, email Carle.Experience@carle.com. For more information, click here. For an application, click here.
That’s why they have a seat at the table.
The “table” is the hospitals’ Patient and Family Advisory Councils (PFAC), where patients and families can have a voice in how we serve our communities. And there’s room at the table for more members.
Carle Health has several councils and soon will have a council at each of its eight hospitals. Each council will have eight to 12 volunteers who meet quarterly, virtually or in person. PFACs provide feedback and guidance on services and programs, offer advice and actionable ideas to improve the experience and serve as a channel to share concerns with Carle Health leadership.
“It’s very insightful for our organization to have feedback from patients and families we serve,” Anne Bowman, MBA, director of Oncology and lead for the PFAC at Carle Health Methodist Hospital in Peoria, said. “We administer patient satisfaction surveys that provide us insight, but having a conversation with patients provides us more opportunity to ask clarifying questions to better understand how we can best support patients and their families.”
“PFACs are a great initiative,” Brandy Murbarger, manager of Quality and lead for the PFAC at Carle Richland Memorial Hospital in Olney, said. “Some of our greatest ideas come from the customers we serve. PFACs are a great way to be involved with your community.”
Carle Health patients or family members may apply to join a council. Carle Health seeks individuals who represent a variety of clinical experiences and backgrounds. After completing an application, individuals will be interviewed by a PFAC facilitator.
“Patient and Family Advisory Councils are essential in healthcare systems because they ensure that healthcare decisions reflect the real experiences, needs and preferences of patients and their families. This leads to more compassionate, personalized and effective care,” Brenna Kelley, MPH, CPH, Carle Experience consultant and PFAC coordinator, said.
A few programs current councils have had a part in include the Kiosk Check-In Enhancement Initiative, Medication Accuracy Double-Check, MyCarle Community Education Classes and Wayfinding Solutions, including the new smartphone app.
The council at Carle Foundation Hospital began in June 2016, and several advisors report their top reason for continued engagement is they feel truly heard by leaders. The photo above was taken in 2017 when the council celebrated its first anniversary.
“When patients and families gather around the table, it fosters a culture of openness, mutual respect and is an opportunity to reassure patients and families that we are there for them,” Kelley said.
Ruthie Harper, of Champaign, a member of the advisory council for Carle Foundation Hospital in Urbana, said, “There are many folks that have problems, concerns or questions about their healthcare, but do not know who to turn to or where to express their questions and concerns. By joining the council and providing feedback on things that concern my family, friends and public, I feel like I’m a bridge that connects them with the medical professionals.”
To ask about applying to join a council, email Carle.Experience@carle.com. For more information, click here. For an application, click here.
Categories: Community
Tags: advisory, councils, experience, family, hospitals, patient