I. Mission: The PFAC's mission is to partner our healthcare team with patients and families to continually improve the patient care experience. II. Vision: To be the gold standard in patient and family centered care. III. PFAC Goals
  1. Improve communication among all stakeholders regarding:
  • a. Treatment plans and expectations
  • b. Patient and Family Resources
  • c. Patient quality, safety and experience metrics
  • d. Services offered
  • Implement patient and family centered care education to:
    • a. Healthcare team
      • i. Through meetings, training, Healthstream, website, online resources
    • b. Customers and community
      • i. Handouts, fliers, website, mailings, admission packets, waiting rooms, Living Well, Health Fairs, Community Outreach events and additional resources
  • Activate/create interest and participation within the community with PFAC education;
    • a. Facilitate meetings between stakeholders and healthcare team
    • b. Schedule presentations by professionals for stakeholders
    • c. Recruit members through communication aspects mentioned above
  • Improve patient experience:
    • a. Listen to patient and family concerns
      • i. Utilize concerns to personalize treatment plan
    • b. Continually evaluate patient and family feedback
      • i. Improve patient experience to above the 90th percentile with staff
  • Utilize continual feedback from patients and families to make recommendations to improve the physical environment;
    • a. Update hospital environment and decor
    • b. Furniture
    • c. Entertainment options
    IV. Structure
    • a. The PFAC membership will consist of the following:
      • i. Terms - 2 year terms with Emeritus status. First group of council members will rotate off in May, September or January. Then, any new members will come on will commit to 2 years.
      • ii. Up to 12 PFAC members:
        • 1. 6+ Members or greater than 50% will be patients or family members with experience at NNMC
        • 2. Frontline staff members
        • 3. Physicians
        • 4. VP-CNO
        • 5. Patient Experience Coordinator- Facilitator
        • 6. Rotating staff members
      • iii. Active members - any member who has attended four monthly PFAC meetings within a 6 month period
        • 1. Minutes will be circulated to each active member. All PFAC correspondence and documents can be reviewed by members upon request.
        • 2. Each active member has voting privileges
      • iv. Inactive members - any member who is unable to attend four meetings with 6 months. Voting privileges will be terminated, while distribution of literature will be continued.
        • 1. Inactive status can be terminated if after one year the member chooses to no longer be affiliated with the PFAC or chooses to reinstate to active status by attending four consecutive PFAC meetings within a six month period.
      • v. Hospital liaison - Liaisons are hospital employees who are assigned responsibility of providing link in communication between the hospital and the PFAC and offer support as needed. They will have voting privileges.
      • vi. Meeting facilitator votes in tie breaking decisions
    V. Officers
    • a. Chairperson
      • i. Preside over meetings
      • ii. Official spokesperson for PFAC
      • iii. Welcome new members
      • iv. Agenda creation
    • b. Co-Chair
      • i. Same duties as above in the absence of chairperson
      • ii. Membership
    • c. Secretary
      • i. Record meeting discussions for record keeping and dissemination
      • ii. Record attendance of PFAC members
      • iii. Distribution of agenda
    VI. Procedures
    • a. Quorum - 70% of council need to be present for quorum
    • b. Voting - all members have equal voting rights
    • c. Meeting - PFAC will meet monthly, 1st Thursday of the month
    VII. Complaints/Grievances with the PFAC - Any member who has a complaint regarding PFAC issues should follow these procedures:
    • a. Contact any officer or staff liaison to inform them of the nature of the problems and attempt to resolve the issue
    • b. Unresolved issues will be presented for discussion and resolution at the next monthly PFAC meeting.
    VIII. Planning, Reporting, Evaluation
    • a. Annual plan - The PFAC will develop an annual plan to include goals and objectives. This will be written by the chairperson and liaison with input from the PFAC members.
    • b. PFAC report to NNMC leadership - A member of the PFAC will report to the Patient Safety Council on a semi-annual basis.
    • c. Annual report on effectiveness of PFAC activities will also be prepared and distributed by the chairperson and staff liaison with the assistance of the PFAC members and NNMC Leadership Team
    • d. Minute distribution - minutes will be kept for all PFAC and committee meetings and will be distributed to appropriate parties for review and consideration.
    IX. Guidelines for Authority: The PFAC has the authority given it by the Administration of NNMC. Events organized by the PFAC and the statements issued by the PFAC on behalf of NNMC are done so with prior authorization of NNMC Administration. X. Confidentiality
    • a. To maintain appropriate and confidential handling of the personal information, all PFAC members will be vetted through volunteer process and adhere to all policies and procedures of NNMC.
    • b. All PFAC members will sign a confidentiality statement that pertains to any NNMC data or patient and family member information.