Putting the patient first: Committee helps CMH improve
Contact: Sarah Bello
By Alyssa Evans, Marketing & Communications Specialist
At CMH, patient care and satisfaction are a constant focus.
CMH’s Patient Family Advisory Council shares this same value and takes it one step further by including patients in the decision-making process at CMH.
The council, also known as PFAC, is a committee of community members and hospital employees. The group meets monthly to provide feedback on topics and collaborate on projects that affect CMH patients’ care and experience.
In 2022, PFAC has worked on many projects to benefit CMH. Major projects include providing feedback on interview tools, CMH’s Five-Year Strategic Plan and the patient cost estimate process.
Interview tools: PFAC met with CMH Human Resources and learned about how patients are involved with the recruitment process at CMH. PFAC reviewed some of the CMH interview tools and provided feedback on what questions to include and remove from interviews. HR used the feedback to update the CMH interview process.
Strategic Plan: PFAC provided feedback on CMH’s Five-Year Strategic Plan. PFAC members provided feedback on what they enjoyed about being CMH patients and what they thought could be improved.
Estimate process: PFAC members helped improve CMH’s patient estimate process. Previously, patients would receive calls from CMH that would give information on price estimates for upcoming procedures or services. After some PFAC members told stories of being contacted about price estimates before learning their provider recommended surgery, Patient Financial Services made changes to it. Now, PFS waits to contact patients until after their provider has suggested a procedure or service. PFS also uses a tracker of which patients have been contacted to ensure patients are contacted in a timely manner.
Other projects PFAC has worked on this year include updating patient education materials, participating in the Regatta Square and providing feedback on what items to include in patient rooms, among others.
Patients, family and friends are welcome to apply to PFAC. Learn more about the council and access an application to join the committee here.