Staying truly connected with patients and understanding their unique experiences is essential to the Endeavor Health mission to “help everyone in our communities be their best.”
To that end, the Patient Family Advisory Council (PFAC) is a vital resource that ensures our ability to create safe, seamless and personal experiences for patients throughout the entire Endeavor Health system.
“We understand that the best healthcare is created together with patients and families as key players on our team,” said Endeavor Health Assistant Vice President, Customer & Patient Experience, Doug Johnson. “Our PFAC members make us better.”
PFACs for each of Endeavor Heath’s hospitals are composed of dedicated volunteers who provide valuable feedback and input on everything from patient education materials to policy and system changes.
Reflecting the diversity of communities we serve
“They help us stay connected to what our patients are going through, and in many cases, they help us crack the code to ensure that we don’t miss the mark on patient needs and answers to their questions,” said Endeavor Health Director, Patient Experience, Megan Sulich.
As we continue to refine and integrate practices across the system, we want to further engage PFACs and expand their input. A concerted effort to increase both the size and diversity of PFACs is underway to make sure our volunteer councils reflect the diversity of the communities we serve.
Many PFAC members come to the role following a personal experience that left room for improvement. They are often surprised to receive a call and an invitation to get involved after filling out a survey about their experience.
“We read 100 percent of those surveys, and we call patients to learn more about how we can improve patient experiences,” said Sulich.
Rewarding volunteer experience
Longtime Endeavor Health Elmhurst Hospital PFAC member Carol Raimondi has been involved since the council’s inception when she began volunteering after transitioning from her work as a nurse. “I wanted to give back and help patients in a different way,” said Raimondi, who continues to find the PFAC role rewarding.
From testing out beds when Elmhurst Hospital’s new facility was being built a decade and a half ago to weighing in on the need for white boards in patient rooms before they were almost eliminated, Raimondi and her peers have made a real impact. “You feel like you are making a difference. They actually want to hear the community’s voice — and this is a wonderful opportunity to use your voice and provide the patient’s perspective,” said Raimondi.
PFACs meet throughout the year and are tasked with reviewing various communication materials and new policy or system changes.
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